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Customer Service (General) | Call Center Management | Customer Relationship Management (CRM) | Unified Communications / Voice & Data Convergence | Business Intelligence Solutions | On-line Customer Support | Contact Center Management | Help Desk and Call Management | Customer Experience Management (CEM) | Workforce Management

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Global Green IT Attitude & Action: Survey Report by Info-Tech Research Sponsored by: TANDBERG January 2008 - (Free Research) KnowledgeStorm and Info-Tech Research Group partnered to conduct the Global Green IT Attitude & Action survey in November 2007. More than 2,100 IT and non-IT respondents from around the globe provided insight on their sentiment towards climate change, Green IT, and how they believe their companies are reacting. Learn the results. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

Editorial: Who Will Run the Storage Shop? by Storage Magazine November 2008 - (Free Research) Who will run the storage shop? Not too long ago, storage managers were kept company by the sound of spinning disks and whirring tape drives. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Mobile Revolution: The Advent of the Pocket Office by Info-Tech Research August 2004 - (Paid) The mobile technology landscape seems to change every ten seconds. Businesses that can exploit the potential of mobile technology will have a definite advantage over their competition. Assess your mobile needs and opportunities now. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

Document Imaging: A Guide to Picture Perfect Implementation by Info-Tech Research September 2004 - (Paid) Document imaging technology has matured to the point where it is relatively painless to implement. Explore how document-imaging systems work, and how they can be scaled to meet the needs of your particular environment. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

Layer 7 Inspection: The Next Generation Firewall by Info-Tech Research October 2004 - (Paid) Protecting your network from malicious activity is not a trivial task, and today's firewalls only go so far. Read this white paper to become better informed about the methods for performing in-depth inspection of network traffic, and how it can protect you from hackers. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

Security and Auditing: An Eight Step Guide by Info-Tech Research December 2004 - (Free Research) Conducting a security audit of your IT policies, procedures, and infrastructure is a critical first step in securing your enterprise. Make Fort Knox jealous -- use this A to Z guide to make your IT practice ironclad. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

Consulting Methodologies -- Project Management by Info-Tech Research October 2003 - (Paid) Most projects are initiated to achieve "mission-critical" business goals. On average, nearly 50 percent of these projects fail to meet objectives. This level of failure is unacceptable. Ensuring that you have a sound project management system in place is essential in order to obtain your desired results. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

Consulting Methodologies -- IT Infrastructure by Info-Tech Research July 2004 - (Paid) With limited amounts of money, time and people, IT managers are expected to deliver services to an increasingly complex business environment. This methodology traces the process of building an optimal IT infrastructure. Review current state, determine the ideal, and design an action plan. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

Consulting Methodologies -- Disaster Recovery Planning by Info-Tech Research September 2003 - (Paid) A serious security breach or a threat to business continuity can lead not only to critical business damage and loss, but can also undermine the credibility of your IT department. Understand your current state, mitigate your risks, and plan for recovery. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

Password Management Survey by RoboForm Enterprise September 2008 - (Free Research) This report shows how RoboForm Enterprise password management solution can increase corporate security, eliminate password related help desk calls, improve end user productivity, and decrease overall IT costs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

PocketClock/GPS by Exaktime While JobClock is designed to be locked down and left at a jobsite 24/7, PocketClock/GPS is a portable solution that is ideal for: -Crews on the move, -Multiple cost codes, -Service and route work  (HARDWARE PRODUCT) GO TO DETAILED REPORT

E-Book: Capitalizing on Unified Communications in the Call Center by CosmoCom, Inc. November 2008 - (Free Research) In this E-book, find out how unified communications (UC) is altering the call center technology landscape and how some organizations have successfully adopted UC to extend the call center into the enterprise. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The IT Skinny on Lean Manufacturing by Info-Tech Research December 2004 - (Paid) Improving your company's manufacturing & business processes is not simply an option in today's global marketplace - it's a requirement. Investigate the opportunities that Lean Manufacturing (LM) can bring to your manufacturing environment, and understand the role/responsibilities of the IT department to achieve and sustain manufacturing excellence. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

IRMC Used VMware Virtual Desktop Infrastructure to Virtualize its Call Center Operations by AMD and VMware, Inc (E-mail this company) March 2008 - (Free Research) IRMC used VMware Virtual Desktop Infrastructure to virtualize its call center operations and support multiple call centers from a central data center, reducing IT costs while improving flexibility and competitiveness. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations by CosmoCom, Inc. January 2008 - (Free Research) This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

TimeSummit by Exaktime Time and attendance records collected in your JobClocks and/or PocketClocks are easily transferred into TimeSummit software, automatically assembled and presented to you in clear, concise reports.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

JobClock by Exaktime JobClock is a rugged battery-powered timeclock that is locked down at each jobsite 24 hours a day, rain or shine. Each worker carries keytabs on their own keyring that identifies them in the system.  (HARDWARE PRODUCT) GO TO DETAILED REPORT

Widex a Perfect Match: VAI Implements E-Commerce Solution for Hearing Aid Provider by VAI, Vormittag Associates, Inc. December 2008 - (Free Research) Widex needed a Web-based solution to deliver customized content and applications to its hearing aid dispensers, to help improve customer service and speed delivery times, Widex called on VAI to develop a customized e-Commerce solution. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Case Study: Children's Memorial Hospital by ABS Associates, Inc. July 2008 - (Free Research) In this case study Children's Memorial Hospital engaged ABS to provide consulting services. Learn how ABS optimized the hospital's help desk support system, and cut the figures for monthly average abandoned calls and open tickets in half. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

HelpConnection.NET - .NET Help Desk Solution by Expinion.net The HelpConnection.NET solution is a complete, web-based CRM (Customer Relations Management) system. It is a client information, knowledgebase, ticket and communication system! This is an Enterprise Level application that has been built to accept heavy traffic loads, lots of data and still retain speed.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Virtual Call Center - Five Simple Strategies to Make Your Support Center Callers Smile by Angel.com October 2008 - (Free Research) This paper highlights five simple strategies any organization should consider to cost-effectively increase the level of service of their support lines. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

IP Enabled Contact Centers: Lowering Costs, Raising the Customer Experience by Avaya Inc. February 2008 - (Free Research) This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Webcast: Need to Reduce your Telecom and I.T Costs? Nuance can Help with Speech-Driven Packaged Applications by Nuance December 2008 - (Free Research) Join this webcast to learn more about a solution that drastically reduces switchboard staffing costs and improves efficiency. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

DEMO: Desktop Authority Password Self-Service Version 4.1.1 by ScriptLogic Corporation September 2008 - (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. (DEMO) VIEW ABSTRACT | GO TO DEMO

Dell Solutions Overview Guide for Microsoft Hyper-V by Dell, Inc. December 2008 - (Free Research) This Solutions Overview Guide highlights Dell value propositions and provides an overview of Hyper-V, information on Dell hardware support for Hyper-V, and guidance on best practice information to implement Hyper-V in your environment. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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