WHITE PAPER:   Posted: July 1, 2008 | Published: March 5, 2008
This research contains an extensive list of possible efforts that IT organizations can undertake when pressures arise, forcing a reduction in IT budgets.

CASE STUDY:   Posted: June 25, 2008 | Published: June 1, 2008
Service organizations are becoming increasingly aware of the need to automate their field service operations, which includes the introduction of scheduling, route optimization, and mobile technology.

WHITE PAPER:   Posted: June 20, 2008 | Published: February 1, 2005
This white paper provides the three best practices for today's profitable contact centers.

VIDEOCAST:   Posted: June 19, 2008 | When: June 19, 2008
In this case study read how MidAtlantic Farm Credit, a financing company for agribusiness and rural homeowners, utilized Cisco Unified CallConnector for Microsoft Dynamics CRM to provide a 360-degree view of customer information to every employee.

CASE STUDY:   Posted: June 16, 2008 | Published: February 1, 2007
In its quest to fully leverage the new technologies, Constellation energy realized it needed to integrate them to one another, as well as integrate them with other business processes and applications.

WHITE PAPER:   Posted: June 9, 2008 | Published: January 1, 2007
To achieve the necessary continuity in a post-merger environment, HR must synchronize many processes, data sources, and other moving parts in a compressed timeframe--all while maintaining existing service levels for all employees.

WHITE PAPER:   Posted: June 9, 2008 | Published: June 5, 2008
Custom publication book leveraging the DK Brand - Essential Managers; thought leadership addressing business needs and value of Intelligent communications.

WHITE PAPER:   Posted: June 9, 2008 | Published: October 1, 2006
IP Telephony is proving itself as architecture that is flexible and cost effective for the contact center.

WHITE PAPER:   Posted: June 6, 2008 | Published: June 5, 2008
In this E-Guide, get an overview of the retail industry from the focal points of tying it to security, business intelligence, mobility and call centers.

WHITE PAPER:   Posted: June 3, 2008 | Published: April 1, 2008
This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage.

BOOK:   Posted: June 2, 2008 | Published: May 1, 2008
Extraordinary Customer Service explores the contact center as a strategic part of your enterprise--where you can leverage differentiated services to provide a superior customer experience that can build brand loyalty and increase profits.

WHITE PAPER:   Posted: June 2, 2008 | Published: January 1, 2008
This paper examines the implementation of telecommuting capabilities, from an operations management perspective.

WHITE PAPER:   Posted: June 2, 2008 | Published: March 1, 2008
This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs.

WHITE PAPER:   Posted: June 2, 2008 | Published: February 1, 2008
The best practices described in this paper do not necessarily apply to every telecommuter, virtual office worker, or home-based business -- those are more general topics than that of home agents.

CASE STUDY:   Posted: May 27, 2008 | Published: January 1, 2007
Case Study: For a hosted IP based callcenter system, Samsung found the solution it needed from Orange Business Services, built on the CosmoCall Universe platform.