TechExcel ServiceWise (formerly HelpDesk) - Complete HelpDesk solution by TechExcel, Inc.. TechExcel ServiceWise (formerly HelpDesk) is setting the new standard for high-end helpdesk management through a feature-rich platform. TechExcel HelpDesk enables you to more... >> Discover more offerings from TechExcel, Inc..
		The Impact of Technology on Cost in Business Process Outsourcing (BPO) by SAP America, Inc.. This white paper examines the cost structure associated with BPO and shows that an assessment needs to address several cost components that are not included in the provider’s more... >> Discover more offerings from SAP America, Inc..
		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.

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Help Desk and Call Management | Business Process Outsourcing | Customer Service (General) | Call Center Management | Business Process Management (BPM) | Technology Outsourcing | Workflow Automation | On-line Customer Support | Contact Center Management | Managed Service Provider (MSP)

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Increase Operational Efficiency by Outsourcing by Cisco Systems, Inc February 22, 2008 - (Free Research) Read this paper to learn how to increase operational efficiency by outsourcing. There are only so many hours in the day. Do you really want your employees spending valuable time managing your business's information technology (IT) system? (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Cisco Unified CRM Connector 3.0. by Cisco Systems, Inc The Cisco Unified Communications system is a full-featured business communications system built into an intelligent IP network.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Introduction to the IP Multimedia Subsystem (IMS): IMS Basic Concepts and Terminology by F5 Networks (E-mail this company) November 2007 - (Free Research) IMS is a whole new way to deliver multimedia regardless of the device (mobile phone, landline phone, cable, Internet, etc.) or the access medium (cellular, WiFi, Broadband, fixed-line, etc.). This paper is written to explain the basic vision/need for the IMS architecture and to give the reader a high-level understanding of how it works. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

IP Phone Applications Provide a Recipe for Success - Online Video by Cisco Systems, Inc February 2008 - (Free Research) SUBWAY® Subs, with partners IPcelerate and Calence, deploys a Cisco Unified Communications system, increasing efficiency and overall business impact of voice over IP. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Stopping Spam and Other E-Mail Threats by Cisco Systems, Inc February 2008 - (Free Research) Spam and other e-mail scams are costing American business $10 billion annually in lost productivity, wasted IT resources, and help desk costs. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

The Guru - Episode One: What's beyond Right Now? by Cisco Systems, Inc February 2008 - (Free Research) A new switch? Another new server? Four more contact center agents? The challenges facing a growing business seem unlimited. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Are you ready for outsourced systems management? by OnForce, Inc. July 2008 - (Free Research) In a Webcast presentation, Noel, Ptak & Associates Analyst Richard Ptak assesses the outsourcing of systems management services and discusses the range of issues facing service providers. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

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

Numara® Track-It! 8 Overview Webinar by Numara Software March 2008 - (Free Research) In this webcast learn how auditing remote desktop management and bar coding functions can optimize your help desk software. Discover features that will speed up response times and improve user satisfaction levels. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

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

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

Best Practices for Remote Support and Services by Citrix Online-GotoAssist July 2008 - (Free Research) After evaluating a number of free and fee-based services, PlumChoice’s team selected the Citrix® GoToAssist Web-based support service. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Thirty-One Best Practices for the Service Desk by Citrix Online-GotoAssist May 2008 - (Free Research) This paper discusses about the thirty one best practices which can serve as the starting point for various evaluation and improvement process. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Success Story: Communications - AT&T by Genesys Co. May 2008 - (Free Research) Cingular wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff. After careful consideration, it chose Informiam to meet that goal. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

newScale Solutions Overview - newScale FrontOffice Suite™ by newScale (E-mail this company) The newScale FrontOffice Suite™ provides integrated solutions for an actionable and operational Service Catalog – to define an optimal portfolio of services, forecast service demand, manage IT budgets, control consumption, enable self-service, and streamline request fulfillment.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Intelligent Call Handling - Optio Improves Customer Responsiveness by Cisco Systems, Inc February 2008 - (Free Research) Optio Software depends on Cisco Unified Communications to deliver more responsive customer service and better manage worldwide operations. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

How to Succeed with Offshore Software Testing When Almost Everyone Else Fails by TESTCo (E-mail this company) August 2007 - (Free Research) Offshore software testing projects fail at a greater rate than most other types of offshore projects. Most of the research into this problem points to very generic reasons. This paper identifies why offshore software testing projects fail, quantifies the impact of a failure and gives a list of actions that can prevent failure from happening. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Business Process Management - Enabling Innovation and Business Agility in Financial Services by Metastorm February 2008 - (Free Research) This white paper explores how Business Process Management enables organizations to meet automation, efficiency and regulatory requirements. Discover how retail banking, investment banking and insurance sectors have successfully leveraged BPM technology. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Network Management and Applications Performance Services by Alcatel Lucent August 2008 - (Free Research) This whitepaper examines how telecom providers can exploit the growing desire for managed services by delivering the right network management and application performance services. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Optimizing Processes in Medicaid Communications Management by Pitney Bowes Group 1 Software July 2008 - (Free Research) State Medicaid agencies are required to continually improve their services. A number of State and Federal initiatives have been launched to lower costs and improve services. Communications Management is an integral part of this important effort. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Business Case for Outsourcing Software Testing to Vietnam by Logigear Corporation. August 2008 - (Free Research) This white paper provides a business case for considering Vietnam as an offshore outsourcing destination, and offers specific examples from the IT and software industries including a US software testing firm with a facility in Vietnam. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Business Case for Outsourcing Software Testing to a Separate Vendor by Logigear Corporation. August 2008 - (Free Research) This whitepaper will explore the single-source, and the multi-source approach to application development, highlighting the advantages and disadvantages of each, and pointing out the distinct advantages that multi-sourcing has over single-sourcing. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Offshore Software Test Automation: A Strategic Approach to Cost and Speed Effectiveness by Logigear Corporation. August 2008 - (Free Research) This white paper presents an overview of an innovative approach to integrating global resourcing and the latest test automation tools. It also explores the software development and testing process, global resourcing and the automation of software testing. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Back Office Outsourcing and Investment Reporting - A Guide for Investment Advisors by Advent Software, Inc July 2008 - (Free Research) In investment reporting, customers expect detailed reports of irreproachable accuracy, delivered with no delay or excuses. This whitepaper will serve as as a guide for Investment Advisors. (WHITE PAPER) GO TO WHITE PAPER

2007 Asset Management Operations and Compensation Survey by Advent Software, Inc July 2008 - (Free Research) This 27-page Executive Summary, which presents key findings and statistical data in 30 figures, is divided into two sections: Operations & Technology and Compensation. (WHITE PAPER) GO TO WHITE PAPER

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