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 | On-line Customer Support | Customer Relationship Management (CRM) | Business Process Management (BPM) | Technology Outsourcing | IT Service Management (ITSM)/ IT Infrastructure Library (ITIL) | Business Intelligence Solutions

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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

Workscape’s Outsourced Benefits Administration Solution for Benefits Brokers & Consultants by Workscape June 2008 - (Free Research) Workscape's comprehensive OBA solution provides a wide range of Web-based, self-service applications and integrated services backed by 24x7 support from our U.S.-based HR Service Center. (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

Increased Productivity, Decreased Cost, Happier Employees with HelpDesk Software by TechExcel, Inc. (E-mail this company) April 2006 - (Free Research) Replace existing help desk software because of poor performance and an unresponsive vendor. The new software needed to be easier to use, require less administration, and cut costs. Most importantly, the new software needed to support the informational needs of managers and support staff without requiring them to learn any new technical skills. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Help Desk: Increased Productivity, Decreased Cost, Happier Employees: First American Meets Its Goals with TechExcel HelpDesk by TechExcel, Inc. (E-mail this company) August 2005 - (Free Research) Executives at First American realized that they were spending an enormous amount of time & money maintaining help desk software that didn't meet end-user or business reporting needs. Read how TechExcel HelpDesk helped First American address these concerns & save over $2 million in upgrades & hardware costs, & $500,000 annually on maintenance costs. (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

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

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

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

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

ExtraView IT HelpDesk by Extraview Corporation. 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. ExtraView Customer Support provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.  (ASP & SOFTWARE PRODUCT) GO TO DETAILED REPORT

ePowerCenter - Customer Relationship Management and Interaction Solution by Astute Solutions (E-mail this company) ePowerCenter is an award-winning CRM customer service and support, contact center automation, and interaction management solution designed to address the unique needs of consumer-focused companies and their contact centers. It is behind high-impact technical and business results at Global 1000 companies across numerous vertical markets.  (ASP & SOFTWARE PRODUCT) GO TO DETAILED REPORT

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

Using Web-based Support Tools to Improve Customer Service by CRMindustry.com (E-mail this company) June 2007 - (Free Research) The Web has been the focus for some time of businesses looking to improve processes and deploy technologies surrounding service delivery. Learn how Service-centric organizations have already integrated their in-house service and support applications to improve customer interaction on the web. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Supportindustry.com 2006 Service and Support Metrics Survey by CRMindustry.com (E-mail this company) March 2006 - (Free Research) In March 2006, SupportIndustry.com conducted a survey of high-level executives representing a range of industries. The data gathered provides valuable insight into a range of issues and challenges important to service and support executives. Read our fourth annual report covering trends in service and support. (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

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