Customer Support Solution by Extraview Corporation. As a leading software customer support solution for small companies to the world's largest organizations, the ExtraView Customer Support solution features comprehensive customer more... >> Discover more offerings from Extraview Corporation.
		Building the Advanced Call Center with SAP Webcast by SAP America, Inc.. Join other call center executives and SAP to learn about an important SAP software offering: SAP Business Communications Management, which focuses on call center processes, more... >> Discover more offerings from SAP America, Inc..
		Parature's Online Customer Service Software & Solutions by Parature Inc.. Parature is the global leader in on-demand customer support and help desk software. Our web-based support suite enables organizations to fundamentally change the way they more... >> Discover more offerings from Parature Inc..

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Call Center Management | Customer Service (General) | Help Desk and Call Management | On-line Customer Support | Customer Relationship Management (CRM) | Customer Information Management/ Customer Databases | Workflow Automation | Business Process Management (BPM) | Service Organization Management | Managed Service Provider (MSP)

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Real-Time Field Force Optimization: Dynamic Scheduling & Dispatch as SLM Best Practice by Astea International Inc. (E-mail this company) September 2005 - (Free Research) This paper explores how the use of scheduling technology can help companies attain and extend the benefits of SLM by providing service-aware dispatching tools that can greatly improve the efficiency of technicians and dispatchers alike--simultaneously improving service levels and reducing cost. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Real World Performance Testing for Dynamic Web Applications by Akamai Technologies (E-mail this company) June 2006 - (Free Research) Akamai Technologies, Inc. commissioned the Tolly Group to benchmark the performance of the company's Web Application Accelerator and Dynamic Site Accelerator, managed services that promise to accelerate Web-based enterprise-class content and business processes on a global scale. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

Astute Solutions and AberdeenGroup Benchmark Report: The Contact Center as a Profit Center: Optimizing a Self Service Contact Center With Speech, VoIP, Data Integration and Performance Analytics by Astute Solutions (E-mail this company) November 2006 - (Free Research) This Aberdeen Group benchmark report summarizes research conducted with call center, customer experience, and operations executives at over 150 companies. It outlines strategies, technology investments, practices, and innovations of best-in-class contact centers, and recommends specific improvement activities to help achieve contact center goals. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

Astea Alliance Service Management Suite by Astea International Inc. (E-mail this company) Astea Alliance service management suite integrates & optimizes business processes for Contact Center, Field Service, Depot Repair, Logistics, Professional Services, & Sales & Marketing. Astea helps organizations maximize the value of their service operations by providing comprehensive, cost-effective solutions that optimize the service enterprise.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Determining the Return on Investment of Web Application Acceleration Managed Services -- an IDC Study by Akamai Technologies (E-mail this company) January 2007 - (Free Research) Akamai pioneered the approach of offering application acceleration as a service rather than as a hardware-based solution. This IDC White Paper presents the results of an IDC study, commissioned by Akamai, to quantify the financial benefits of using Akamai’s Web Application Accelerator (WAA). (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

Workforce Optimization: Combining People, Processes and Technologies by CRMindustry.com (E-mail this company) August 2004 - (Free Research) While delighting customers is of the highest priority for customer service-driven businesses, it's not the only one: in order to satisfy customers, management must also satisfy the individuals responsible for serving those customers. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

How to Protect Your Critical Resources with Identity-based Access Control by AEP Networks April 2008 - (Free Research) This paper addresses the concerns facing network security architects and introduces AEP IDpoint as an advanced IBAC solution that meets datacenter security needs and satisfies modern business security challenges. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Communications and Media Company Proves Gaining Control over Exceptions Results in Greater Customer Retention and Savings by Vitria March 2008 - (Free Research) The implementation of Resolution Accelerator was accomplished in less than three months and began providing immediate benefits in terms of reducing exception load and tracking exception volume. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

The IT Guidebook to Evaluating Hosted Exchange Providers by 123Together June 2008 - (Free Research) This paper provides you with the information you will need when speaking with hosted Exchange providers to ensure that you select a provider who is reputable and will recommend a solution that will help increase your corporate profitability and success. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Moving Beyond the Queue - Focusing on the Real-Time Customer by Inova Solutions May 2008 - (Free Research) In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Enable Project-Centric Manufacturing with Business Software by IFS July 2008 - (Free Research) Project-centric manufacturing business models that involve outsourcing and short product lifecycles expose manufacturers to a number of risks they were not vulnerable to previously. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

TechExcel ServiceWise (formerly HelpDesk) - Complete HelpDesk solution by TechExcel, Inc. (E-mail this company) TechExcel ServiceWise (formerly HelpDesk) is setting the new standard for high-end helpdesk management through a feature-rich platform. TechExcel HelpDesk enables you to manage your IT service support and internal help desk processes including incident tracking, knowledge management, employee self-service, and asset management.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

2005 Trends & Directions in Web-Based Support by CRMindustry.com (E-mail this company) June 2005 - (Free Research) While there's a wealth of rich, increasingly comprehensive technologies available enabling businesses to drive toward true service and support optimization, this paper discusses the decision to deploy and across what channels should depend on a strategy based on clearly defined goals. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

IT HelpDesk Solution by Extraview Corporation (E-mail this company) ExtraView IT HelpDesk Solution is a high-end solution designed to empower our customers to keep their most important customers, their employees, happy because happy, productive employees create and maintain happy, long-term customers.  (ASP & SOFTWARE PRODUCT) GO TO DETAILED REPORT

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

The Many Faces of Single Sign On by Quest Software, Inc May 2008 - (Free Research) Single sign-on is an example of something that everybody wants, but nobody ever really totally achieves. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Key Issues in Messaging Mobility That Are Solved with a Email Hosting Solution by USA.NET February 2008 - (Free Research) This white paper discusses key trends in the mobile messaging space and the variety of challenges that organizations must satisfy for their growing base of mobile messaging users. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Microsoft Windows SharePoint® Hosting Services by USA.NET February 2008 - (Free Research) The creation and navigation of workspaces is simple as SharePoint provides easy-to-use templates, professional looking site themes, and the ability to rearrange site navigation from within the browser. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

A Business Case for Hosted Microsoft Exchange Email and Mobile Messaging by USA.NET January 2008 - (Free Research) SMBs need the benefits of feature rich, secure and reliable "big enterprise" messaging solutions, but without the complexity. Learn how to achieve anytime, anywhere access and real-time collaboration tools without the hassle of an in-house system. (VIDEOCAST) VIEW ABSTRACT | GO TO VIDEOCAST

Parature's Online Customer Service Software & Solutions by Parature Inc. Parature is the global leader in on-demand customer support and help desk software. Our web-based support suite enables organizations to fundamentally change the way they support their customers while significantly reducing costs.  (ASP) GO TO DETAILED REPORT

Managed Services: Outsourcing Your EDI Operations by Inovis USA, Inc Businesses in your industry are faced with strong cost-containment pressures. In addition, you’re deploying scarce IT resources to maintain software and infrastructure in order to conduct business with an ever-evolving trading partner community.  (ASP) GO TO DETAILED REPORT

On-Demand Support Software by Parature Inc. Parature eTicket enables your customers to submit support tickets through your customer service or help desk websites, and enables your support team to track, route and manage customer tickets. As a result, your customer support team will provide efficient, superior customer service, resulting in satisfied and loyal customers.  (ASP) GO TO DETAILED REPORT

Developing a Business Continuity Strategy by CDW Corporation March 2008 - (Free Research) This white paper discusses the technologies and techniques necessary for an optimized business continuity strategy. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

IT Leadership Strategy: How to Provide World-Class Help Desk Support by Citrix Online-GotoAssist July 2008 - (Free Research) Attend this Webinar to get an under-the-hood look at how GoToAssist Corporate remote support enables the IT organization to be the engine that keeps your end users productive and your company running. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Forrester Best Practices: Improve IT Service Delivery and Support with Remote Services by Citrix Online-GotoAssist July 2008 - (Free Research) View this Webinar, featuring Chip Gliedman, principal analyst for Forrester Research, who reveals 5 best practices for improving IT service delivery and support. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

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