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North American Contact Center Industry 2011: A Mid-Year Update and Forecast by Calabrio, Inc. January 25, 2012 - (Free Research) This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Customer Experience Exchange E-Zine Issue 2 by SearchCRM January 31, 2012 - (Free Research) This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies. (EZINE) VIEW ABSTRACT | GO TO

Can Your Center Keep Up with the Changes? Manage the Avalanche of Complexity and Still Control Costs by Calabrio, Inc. January 25, 2012 - (Free Research) Read this white paper to learn more about the future changes with contact centers and the best ways to prepare your organization for these changes. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Making WFM Work: Best Practices and ROI Model by Calabrio, Inc. January 24, 2012 - (Free Research) There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Inner Circle Guide to Speech Analytics by Calabrio, Inc. January 25, 2012 - (Free Research) Read this comprehensive paper to gain valuable information for getting the most out of a speech analytics system. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Data De-duplication Experts by Quantum Corporation June 2008 - (Free Research) Quantum's solutions allow data de-duplication technology to become part of a complete backup and retention solution set that also includes conventional disk backup, tape, and encryption, all supported with common management tools. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

CW+: Analyst's take: Benefits of Siemens product lifecycle management software for life sciences by ComputerWeekly.com January 2011 - (Free Research) Siemens product lifecycle management (PLM) Software for life sciences can help medical device manufacturers manage compliance requirements while supporting greater collaboration, ultimately reducing costs while improving patient outcomes. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Article: How end-to-end services can transform Oracle environments by Dell, Inc. April 2011 - (Free Research) The creation of the Dell Services Oracle Practice builds on the long and successful relationship between Dell and Oracle - a collaboration that can offer significant benefits to organizations running Oracle software on Dell hardware. Read this article for more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Cloud Computing for the Call Center: The Next Revolution by inContact May 2010 - (Free Research) The right cloud computing solution makes it possible for call centers to eliminate barriers created by obsolete premise-based solutions, achieve customer service excellence and continue business success. Find out how inContact is helping hundreds of call centers greatly reduce costs while simultaneously increasing customer satisfaction levels. (EBOOK) VIEW ABSTRACT | GO TO

6 Steps to Enterprise Resource Planning Implementation Success by IFS January 2007 - (Free Research) Implementing Enterprise Resource Planning (ERP), Contact Relationship Management (CRM), and Enterprise Asset Management (EAM) is complicated. Here are six simple steps to take to manage that complexity. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

SOA Reference Architecture by ComputerWeekly.com January 2012 - (Free Research) Download the Open Group Service-Oriented Architecture reference architecture. (ESSENTIAL GUIDE) VIEW ABSTRACT | GO TO

Computer Weekly - 13 December 2011: Read this week’s special issue announcing the UKtech50 – the 50 most influential people in UK IT. by ComputerWeekly.com December 2011 - (Free Research) In this week's special issue of Computer Weekly, we reveal the UKtech50 - our list of the 50 most influential people in UK IT. This year's winner is Mike Lynch, CEO of Autonomy, who talks in an exclusive interview about his hopes for the UK technology industry, and life at HP since the company's 7bn GBP acquisition. Download the new issue now. (EZINE) VIEW ABSTRACT | GO TO

Ten Things You Should Know About SharePoint 2010 by Global Knowledge November 2010 - (Free Research) This paper examines how your organization can benefit from the new version of SharePoint. Whether you are an end-user who wants faster queries and easier editing options; or an administrator who wants leverage when working with developers, an upgrade to the new version of SharePoint will definitely reap dividends. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Real World SOA Stories by IBM December 2011 - (Free Research) Read this insightful e-book and learn how business and IT work together to build globally integrated enterprises, including how 1-800-FLOWERS.COM created an e-commerce platform for the future, or why CenterPoint Energy broke new ground in grid reliability through the power of automation, amongst more real-world stories. (EBOOK) VIEW ABSTRACT | GO TO

Dell DX Object Storage Platform: Efficiently Store, Access and Distribute Digital Content by Dell, Inc. April 2011 - (Free Research) Information is only as valuable as it is accessible—but keeping data readily available to meet compliance, governance and business intelligence requirements can be cumbersome and expensive. With DX Object Storage, you can finally end the trade-off between cost and accessibility while simplifying your data management. (PRODUCT OVERVIEW) VIEW ABSTRACT | GO TO

Get Serious About SOA Governance: A Five-Step Action Plan for Architects by Oracle Corporation August 2008 - (Free Research) Whether your organization's service-oriented architecture (SOA) has 50 services being used by one customer, or 50 customers using one service, you need SOA governance; increased business agility depends on it. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

CW+: How to manage device lifecycles by ComputerWeekly.com November 2010 - (Free Research) In a collaborative, de-perimeterised environment, if the device needs be trusted then the management of devices becomes critical when collaborating with another device, system or service. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Piloting a Private Cloud for Test and Development: How virtualization lays the groundwork for a more efficient and agile business by Dell and VMware April 2011 - (Free Research) This interactive white paper will examine why test and development is an ideal first step for businesses looking to transition more functions to the cloud without sacrificing control over IT resources. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

TouchPoints TV: Rochelle Schard, Infor by Infor WFM Workbrain February 2012 - (Free Research) In a special interview with TouchPoints TV, Rochelle Schard, Director of Marketing for Infor, shared her first impressions of the NRF's BIG Show. Watch this videocast now to get an insider’s look at the conference and Infor’s latest tools and tactics for workforce management (WFM). (VIDEOCAST) VIEW ABSTRACT | GO TO VIDEOCAST

Commerce Anywhere: A Business and Technology Strategy to Maximize Cross-Channel Commerce Growth by Oracle Corporation April 2011 - (Free Research) E-commerce has gone from fringe to foundation. Now, businesses must tailor their customer serivce approach to the more complex "anytime, anywhere" customer with mobile device in hand. This white paper from Oracle details the "commerce anywhere" approach. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Real-time Shop Floor Integration, Simplified: The Right ERP System Can Make It Happen by IQMS December 2008 - (Free Research) The key to achieving cost-effective savings in the supply chain is to exchange information accurately and quickly in real-time. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Address all your CRM needs with one system by Infor CRM December 2011 - (Free Research) Read this paper to learn about a business-specific solution that is designed with forward-thinking brands in mind. With all industries considered and all accepts of selling considered from sales to customer relationship management, this new system may fit all of your needs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

LAN CAT Pricing Tool / Energy Calculator by Avaya December 2011 - (Free Research) The Avaya LAN Competitive Analysis Tool (LANCAT) provides a comparison of Avaya products vs. competitors in the industry. (ASSESSMENT TOOL) VIEW ABSTRACT | GO TO

For the Business Analyst, Why Relationships Trump All! by Global Knowledge June 2011 - (Free Research) The business analyst is the central point of contact between executives, operations and IT. Access this resource for an in-depth overview of the business analyst position and how it relates to IT. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Using mobile phones to manage mobile workers’ expenses by ComputerWeekly.com November 2010 - (Free Research) The tool of choice to the highly mobile workforce is the  mobile phone. From customer contact and records keeping, through calendaring and scheduling to mapping and news feeds, the  mobile phone is usurping the laptop as the main point of technology for the road warrior. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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