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SIP Trunking in the Next-Generation Contact Center by Acme Packet December 2008 - (Free Research) This session will also explore some customer case studies to show how early adopters of SIP trunking in contact centers have successfully managed these issues, and examines some of the unexpected implementation challenges and benefits they've encountered. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Increase First Contact Resolution: The Key to Superior Support by Citrix Online - GotoAssist July 2008 - (Free Research) John Ragsdale, VP of Research for SSPA makes a business case for improving first contact resolution and explain how it links to significantly reduced operating costs and increased customer loyalty. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Developing a Spectacular Support Structure by Numara Software April 2008 - (Free Research) In this webcast from Numara Software industry leaders will teach you how to be sure that your support structure is running effectively. It will discuss and present solutions for all major issues that support centers encounter. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Quest MessageStats™ by Quest Software Quest MessageStats empowers executive management, Information Technology (IT) managers, and Exchange administrators to perform business-critical analysis and reporting on Exchange e-mail infrastructures.  (ASP & SOFTWARE PRODUCT) GO TO DETAILED REPORT

Webcast - Closing the Four Security Risk Gaps of Mainframe Console Access by I/O Concepts Inc. December 2008 - (Free Research) The information presented in this webcast can help you be sure your company's commitment to security includes all levels of mainframe access. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Implementing a Telecommuting Program by Avaya Inc. June 2008 - (Free Research) This paper discusses several issues related to implementing a telecommuting home worker program for contact center agents. Certainly, the particular requirements of each company will dictate the extent to which these and other concepts are implemented. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Customer Support Solution by Extraview Corporation (E-mail this company) As a leading software customer support solution for small companies to the world's largest organizations, the ExtraView Customer Support solution features comprehensive customer support management functionality based on the ExtraView platform.  (ASP & SOFTWARE PRODUCT) GO TO DETAILED REPORT

Customer Information Quality Protection and Assessment by Datanomic A Customer Information Quality Assessment (C-IQA) provides a systematic review of your customer data, reporting on key information quality metrics to help you understand how effectively you are able to manage your customers.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Accelerating Emergency Response for Compliant and Efficient Incident Management by Avaya Inc. July 2008 - (Free Research) This white paper demonstrates how to improve incident response management in line with the emerging FEMA guidance and post-Katrina regulations. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Four Security Risk Gaps of Mainframe Console Access -- And How To Close Them by I/O Concepts Inc. December 2008 - (Free Research) This podcast can help you be sure your company's commitment to security includes all levels of mainframe access. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

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

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

Expensewatch.com: T&E Expense Reports, A/P Invoice Management & Purchasing by ExpenseWatch.com Expensewatch.com offers best-of-breed modules for Travel & Entertainment Expense Reports, Purchasing, and A/P Invoice Management that work together as a fully integrated suite or stand alone separately.  (ASP) GO TO DETAILED REPORT

Contact Centers for Dummies by Avaya Inc. November 2008 - (Free Research) This guide provides a high-level approach to the different methodologies with lots of information not only on running contact centers, but also on implementing technology in contact centers in a profitable way. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Disarm the Threat of Identity Theft: The Role of Identity Resolution in Fraud Detection, Risk Management, and Regulatory Compliance by Informatica November 2008 - (Free Research) This paper addresses how your organization can use Informatica Identity Resolution in your arsenal in the fight against fraud, money laundering, and other criminal activities. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Helpdesk Managed Services - Maximize End-User Satisfaction for Enterprises by ABS Associates, Inc. Providing quality helpdesk, desktop, and networking support and services is the heart of ABS' business. By rendering quick, responsive answers to your IT challenges, ABS will have a positive impact on the overall productivity of your organization.  (SERVICE) GO TO DETAILED REPORT

Go Green and Increase Profitability with Virtual Contact Centers by Avaya Inc. June 2008 - (Free Research) This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Roadmap for Implementing a Multi-Site IP Contact Center by Avaya Inc. May 2008 - (Free Research) Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Akamai Application Performance Services for the Manufacturing Industry by Akamai Technologies Akamai Technologies managed services address core weaknesses of the public Internet, using the Akamai platform - 25,000 servers across 69 countries - to detect and avoid problem spots.  (SERVICE) GO TO DETAILED REPORT

Akamai Dynamic Site Solution for the CPG Industry by Akamai Technologies (E-mail this company) Akamai Dynamic Site Solutions ensure high performance and reliability of dynamically-rendered, personalized Web sites within the CPG Industry. The solutions provide a optimized user experience encouraging consumers to browse and buy.  (SERVICE) GO TO DETAILED REPORT

The Automation of IT Compliance Program: Reducing Risk, Cost and Complexity of Corporate Compliance by Juniper Networks, Inc. December 2008 - (Free Research) This webcast covers three topics compliance basics, global trends, and automation. Industry experts will also examine global IT security and compliance trends, common IT compliance issues and challenges, and best practices for IT compliance programs. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Data Discovery and Risk in the Datacenter by Tizor October 2008 - (Free Research) Learn how database activity monitoring (DAM) solutions mitigate data risk by discovering critical data in the data center, monitoring and analyzing activity, providing detailed auditing trails, and reporting on all user access. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Proving Control of the Infrastructure: The need for independent detective controls within Change/Configuration Management by Tripwire, Inc. October 2008 - (Free Research) If industry analysts are correct the greatest point of leverage for increasing the overall reliability, availability and security of information systems, and addressing compliance requirements, is controlling change across the IT infrastructure. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Profit-Minded Contact Center - Building an ROI Case for Customer Interaction Solutions in Financial Services. by Portrait Software September 2008 - (Free Research) This whitepaper shows you how contact centers can deliver differentiated customer service, build more profitable customer relationships and demonstrate the ROI on customer interaction solutions. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

IFS Enterprise Asset Management - EAM / CMMS by IFS IFS Enterprise Asset Management (EAM) is an information management system that connects all departments and disciplines within a company, making them an integrated unit.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

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