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Case Study: Unified Communications and Indiana University Medical Group by CDW Corporation September 01, 2009 - (Free Research) When outdated equipment and disparate systems were hampering in-house communications, customer service, and workflow, Indiana University Medical Group turned to CDW for a three-part Cisco solution. This case study gives details on the benefits they gained. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Voice Architectures and Deployment Models by Global Knowledge December 2008 - (Free Research) Telephony design requires a solid understanding of the drivers for Voice over IP, corporate policies for infrastructure design, and telephone components. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Data Center Facilities IT Handbook: Mastering data center climate control by Dell, Inc. and Intel May 2009 - (Free Research) This SearchDataCenter.com eBook takes a look at how to master the climate control for the data center. Organizations are creating more heat in smaller places which in turn requires efficient and effective climate control. Read this paper to learn more about how to properly cool your data center. (EBOOK) VIEW ABSTRACT | GO TO

Just Enough Early Architecture to Guide Development by TheServerSide.com October 2009 - (Free Research) This session is designed to help you capture the best architecture/technical solutions and ensure that they are repeated by all developers. (VIDEO) VIEW ABSTRACT | GO TO

Four Key Ingredients for Successful Mobile Services by Hewlett-Packard Company September 2009 - (Free Research) To compete and succeed in the changing market, service providers need to enhance their voice offerings and at the same time deliver innovative new experiences for their customers. In this white paper, we present four key ingredients for making this approach work. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Networking and Unified Communications by CDW Corporation September 2009 - (Free Research) In an effort to drive profitability and rein in costs, businesses are continually seeking to improve operational capabilities. Primary to this objective are today’s burgeoning network infrastructures which are continually being asked to do more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Converging Voice and IT Networks to Mobilize the Enterprise by Hewlett-Packard Company September 2009 - (Free Research) Because employees on the move require consistent access to people and data, enterprises have invested heavily in communications. HP and Ericsson have combined their strengths to provide an innovative, standards-based framework to unify and consolidate all the elements of an enterprise communications infrastructure. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Security in the Call Center: Verifying Customer Identities without the Inconvenience by RSA, The Security Division of EMC September 2009 - (Free Research) Is securing the Call Center possible without impacting the customer experience? This paper discusses the advantages and benefits of using knowledge-based authentication (KBA) to bolster Call Center security over other solutions. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Cisco IP Phone Features by Global Knowledge February 2009 - (Free Research) This paper explains various features (Softkeys) available to the phone while in a call state. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Still Struggling to Reduce Call Center Costs without Losing Customers? by SAP America Inc February 2008 - (Free Research) Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Leader in On-Demand Call Centers: Five9 Product Overview by Five9 September 2009 - (Free Research) Five9 is the leader in on-demand call center products. Watch this overview to learn about all the products Five9 has to offer to help improve your call center operations and learn just how easy it is to use the many products available from Five9. (PRODUCT OVERVIEW) VIEW ABSTRACT | GO TO

Audio Conferencing 2.0: Control Costs & Simplify Administration by Citrix Online September 2009 - (Free Research) In this paper, we're taking audio conferencing to an entirely new level. Built with Web-based administration and control, HiDef Corporate audio conferencing gives you crystal-clear audio plus the tools to extract maximum value from every call. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Get More Value from Audio Conferencing by Citrix Online September 2009 - (Free Research) Listen to this podcast to hear how all-new HiDef Corporate™ leverages the communicative advances of the Internet and next generation telephony to revolutionize the way call conferencing is administered and billed. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

Award-Winning VoIP Provider Deploys Five9 in Profit Centers to Launch Marketing Campaigns by Five9 September 2009 - (Free Research) Read case study to learn how Vonage selected the Five9 Virtual Call Center Suite to launch an ambitious campaign to win back over 70,000 customers. Read on to learn how Five9 Virtual Call Center Suite offers superior-quality VoIP, predictive dialer, inbound call capabilities, comprehensive management and customer tracking tools, and more. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Leading Auto Repair Services Provider Boosts Efficiency with Easy-to-Use CRM Solution by Microsoft July 2008 - (Free Research) After evaluating several customer relationship management solutions, including Salesforce.com, the company replaced NetSuite CRM with Microsoft Dynamics® CRM. Using Microsoft Dynamics CRM, the company cut call times in its customer support call center by 30%, reduced agent training time by 25 percent, and strengthened its growth capacity. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Selling to the C-Level: How to Convince Company Leaders to Buy by ZoomInfo November 2009 - (Free Research) This paper examines how to conduct successful C-level sales calls and the psychological strategies and linguistic tactics that help you convince company leaders to buy. Read on to learn the five steps for conducting the successful C-level sales call. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Best Practices in the Call Center: A Customer Touch-Point Methodology by Oracle Corporation January 2009 - (Free Research) One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

For Ceridian, it Pays to Provide High-Quality Support by LogMeIn, Inc. September 2009 - (Free Research) This case study describes how Ceridian used LogMeIn Rescue to streamline its 50-to 90 day implementation process and to increase troubleshooting capabilities for customer support analysts handling 2,500 calls per day. With Rescue in place, Ceridian has experienced an increase in their customer satisfaction rates, which have grown from 83% to 94%. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Controlling the Cost of Audio Conferencing by Citrix Online September 2009 - (Free Research) This Wainhouse Research application brief explores the costs of audio conferencing – specifically whether organizations consider cost to be a problem and what they're doing to control it. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Giving Nurses More Time to Care by LogMeIn, Inc. September 2009 - (Free Research) The IT team at Palm Valley Health Care needed to provide technical support to their 200 field nurses and wide-spread administrative staff throughout South Texas. Find out why they chose LogMeIn Rescue to solve 9 out of 10 support issues remotely. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Desktop Authority Password Self-Service Version 4.1.1 by ScriptLogic Corporation April 2009 - (Free Research) Desktop Authority® Password Self-Service™ provides an easy-to-use, robust system for allowing users to reset their own forgotten passwords or locked accounts, eliminating the biggest source of help desk calls. (TRIAL SOFTWARE) VIEW ABSTRACT | GO TO

Desperate Times Call for Strategic Measures, Part II by Atos Origin November 2009 - (Free Research) This is a follow up to "Desperate Times Call for Strategic Measures" which argued that now is the time to consider an IT transformation project. This article will explore the viability and benefits of upgrading to SAP 6.0. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Expand Your Reach: Mastering Multi-Modal Survey Research by SPSS Inc. Worldwide Headquarters April 2009 - (Free Research) Whether it's in your call center, on the Web, or in-person, effective survey research requires proven practices that reach across the board. In this webcast, you learn how to cut the costs and improve the performance of your survey research efforts - regardless of where you reach your respondents or what language they speak. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

CRM without Compromise: A Strategy for Profitable Growth by SAP America Inc April 2007 - (Free Research) This white paper describes the concept of “CRM without compromise,” elucidating how organizations can maximize their results by taking a more structured, holistic approach to CRM across the enterprise to gain a competitive advantage and profitable growth. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Midmark Aims for Excellence with Efficient Products and Support by LogMeIn, Inc. September 2009 - (Free Research) Find out how healthcare equipment and diagnostic product vendor, Midmark, uses LogMeIn Rescue to give helpdesk support to internal and external users, and customers worldwide on their PC's, Macs and smartphones. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

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