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..
		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..
		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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Business Process Outsourcing | Help Desk and Call Management | Customer Service (General) | Business Process Management (BPM) | Technology Outsourcing | Call Center Management | Customer Relationship Management (CRM) | Business Intelligence Solutions | Remote Administration | On-line Customer Support

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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

Overcoming Web 2.0 Challenges Through Load Testing by Keynote Systems July 2008 - (Free Research) Keynote LoadPro is an outsourced Web load testing service. Expert consultants test your site with real-world Internet traffic and uncover performance problems long before they impact your business. (VIDEOCAST) VIEW ABSTRACT | GO TO VIDEOCAST

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

Growing Market Share in a Highly Competitive Financial Services Industry by Keynote Systems February 2008 - (Free Research) Financial services organizations strive to retain existing customers and attract new ones, many are introducing new, enhanced services over the Web. Ensure you are providing the best possible experience by focusing your SLM processes on the end user. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

FirePass SSL VPN Controllers for Secure Remote Access by F5 Networks (E-mail this company) FirePass SSL VPN controllers provide secure access to corporate applications and data using a standard Web browser. FirePass 4100 or 4300 units can be clustered to support large-scale deployments. For high-performance, large-scale clustering, customers can leverage integration with F5's BIG-IP products by offloading SSL termination to BIG-IP.  (HARDWARE 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

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

Green-Purchasing Initiatives Research Brief: Is IT Thinking Green? by Citrix Online - GotoMyPC July 2008 - (Free Research) Organizations large and small are beginning to take a closer look at their environmental impact. Savvy company leaders understand that business practices have to evolve to protect the planet's sustainability as well as the long-term interests o… (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Turn a Limited VPN Connection into Anytime, Anywhere Remote Access by Citrix Online - GotoMyPC July 2008 - (Free Research) Watch this on-demand Webcast to explore how organizations can increase employee productivity by providing secure remote access via Citrix® GoToMyPC® Corporate. Hear Lisa Phifer, VP Core Competence, discuss how this simple remote… (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

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

How Does Your IT Help Desk Measure Up? by Citrix Online-GotoAssist July 2008 - (Free Research) Effective and efficient IT operations are the “table stakes” for IT-business groups’ relationships -- they’re taken for granted by user groups but are glaring when absent. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

How to Calculate the ROI of Remote Support by Citrix Online-GotoAssist July 2008 - (Free Research) Remote support platforms offer a compelling ROI story, with impacts to multiple core metrics such as first contact resolution, incident handling time and customer satisfaction. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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

Remote Support Service by Citrix Online-GotoAssist GoToAssist is consistently chosen by customers due to a faster time to connect with end users, faster time to resolve support incidents and overall ease of use.  (ASP) GO TO DETAILED REPORT

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

Automating and Optimizing Service Desk Performance by Kaseya April 2008 - (Free Research) The service desk is the first line of defense for reacting to IT issues, yet most organizations haven't designed their service desk properly. Read this white paper to learn about a solution that addresses this problem and help support your clie... (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

SoftBrands: YOUR AMBASSADOR TO CHINA by SoftBrands, Inc. March 2008 - (Free Research) Softbrands drives projects that range from single- to multi-site deployments. Explore how Softbrands can help you implement SAP applications and can provide direct sales, support services, product implementation, development and helpdesk resources. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

On Demand Remote Desktop Support Trial by NTR Global August 2008 - (Free Research) Download this trial and learn how to provide remote technical support to customers and remote/mobile workers without leaving your office. (DEMO) VIEW ABSTRACT | GO TO DEMO

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

Using Real-Time Information to Improve Contact Center Performance by Genesys Co. May 2008 - (Free Research) From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

Numara® FootPrints 8: Service Management that Serves the Business by Numara Software March 2008 - (Free Research) The right service management solution can help build workflows around the needs of your company. View this Webcast to learn how to can gain a competitive advantage for your service management with a solution that is easy to deploy and manage. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

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

Numara® FootPrints Change Management: Solutions for Automating and Managing Change by Numara Software March 2008 - (Free Research) View this Webcast to explore the challenges in designing a workable change management process, defining approval workflows and to hear examples of creating audit trails for Sarbanes-Oxley compliance with respect to IT changes. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

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