Customer Relationship Management (CRM) | Wireless Technologies and Mobile Computing | Help Desk and Call Management | Mobile Device Management | Call Center Management | Telephony/ CTI/ VOIP | Unified Communications / Voice & Data Convergence | On-line Customer Support | Mobile Field Sales/ Wireless Connectivity | Remote Access Technologies

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Remote Support Center Solution - 30 Day Free Trial! by ScriptLogic Corporation September 08, 2009 - (Free Research) Supporting remote or travelling workers has become an increasingly high priority for many IT departments. The remote workforce that was once thought of as "merely a trend" has now become the norm. (TRIAL SOFTWARE) VIEW ABSTRACT | GO TO

Communications Skills for Remote Support by LogMeIn, Inc. September 16, 2009 - (Free Research) A new era of on-demand remote support has brought with it a unique challenge to the agents who practice it: a new level of transparency for their interpersonal skills. In this white paper, you'll learn from an experienced communications skills expert, 4 specific steps to help supercharge your customer relationships in an era of remote support. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Mobility Management the ITIL and ITSM Way: An Enterprise BlackBerry, iPhone (and Beyond) Imperative by BoxTone October 08, 2009 - (Free Research) In this Handbook, you'll learn how Mobile User Management has emerged as the most effective application of ITSM leveraging ITIL to support mobile user connectivity and mobile application access. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Award-Winning VoIP Provider Deploys Five9 in Profit Centers to Launch Marketing Campaigns by Five9 September 10, 2009 - (Free Research) Read case study to learn how Vonage selected the Five9 Virtual Call Center Suite to launch an ambitious campaign to win back over 70,000 customers. Read on to learn how Five9 Virtual Call Center Suite offers superior-quality VoIP, predictive dialer, inbound call capabilities, comprehensive management and customer tracking tools, and more. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

5 Best Practices for Smartphone Support: The Enterprise Guide to Smart Support for Smart Devices by LogMeIn, Inc. September 16, 2009 - (Free Research) This paper features real-world examples from US enterprises on how the benefits of keeping mobile devices functioning without interruption are felt on every level of business. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Midmark Aims for Excellence with Efficient Products and Support by LogMeIn, Inc. September 16, 2009 - (Free Research) Find out how healthcare equipment and diagnostic product vendor, Midmark, uses LogMeIn Rescue to give helpdesk support to internal and external users, and customers worldwide on their PC's, Macs and smartphones. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Legacy Tools: Not Built for Today's Helpdesk by LogMeIn, Inc. September 16, 2009 - (Free Research) This paper explores the challenges of supporting a remote workforce with legacy tools and the hidden costs of these tools. In addition, it identifies best practices that decision makers can use to choose enterprise helpdesk support tools that better meet the needs of remote employees, while helping to cut costs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Improving Customer Support and Help Desk Efficiencies with On-Demand Remote Support by NTR Global October 29, 2009 - (Free Research) This white paper will help anyone responsible for improving customer experiences with affordable technology solutions to understand why self-service support falls short in terms of immediate customer response expectations, how on-demand remote support delivers immediate ROI benefits, and what to look for in a new remote support solution. (PRESENTATION) VIEW ABSTRACT | GO TO

Business IP Telephony Cost Savings are Driving Unified Communications Beyond the Office Walls by Sprint November 13, 2009 - (Free Research) Mobile unified communications can take many forms, but it is essentially defined by the ability to deliver all the communication options of the office desk to workers outside the office. This pocket E-Guide details how to alleviate cost pain points of communications by implementing various aspects of mobile and unified communications. (EGUIDE) VIEW ABSTRACT | GO TO

Drive Business Processes: Achieving the "Last Mile" of Business Productivity by Microsoft March 01, 2007 - (Free Research) Bring the two most powerful information systems in your business together more intuitively and more completely than ever before. Microsoft Dynamics and the Microsoft Office system work together in new ways to help workers reach the information and people they need to be productive and deliver excellent customer service. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Leading Auto Repair Services Provider Boosts Efficiency with Easy-to-Use CRM Solution by Microsoft July 25, 2008 - (Free Research) After evaluating several customer relationship management solutions, including Salesforce.com, the company replaced NetSuite CRM with Microsoft Dynamics® CRM. Using Microsoft Dynamics CRM, the company cut call times in its customer support call center by 30%, reduced agent training time by 25 percent, and strengthened its growth capacity. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Information Security Magazine - September 2009: Readers’ Choice Awards by Information Security Magazine September 15, 2009 - (Free Research) This issue of Security Information Magazine features the 2009 Readers’ Choice Awards. For the fourth consecutive year, our readers voted to determine the best security products. A record 1,721 voters participated this year, rating products in 17 different categories. There’s also a great article on the facts and myths about encryption and more. (EZINE) VIEW ABSTRACT | GO TO

Selling to the C-Level: How to Convince Company Leaders to Buy by ZoomInfo November 09, 2009 - (Free Research) This paper examines how to conduct successful C-level sales calls and the psychological strategies and linguistic tactics that help you convince company leaders to buy. Read on to learn the five steps for conducting the successful C-level sales call. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Empowerment as a Growth Strategy by Oracle Corporation September 2007 - (Free Research) Companies are using technology and other tools to help employees deliver an organization's best collective thinking during each customer interaction. Among them is Hewlett-Packard (HP), which we will feature in this paper. We will also explain why empowering your key customer-facing employees is the new path to achieving extraordinary results. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Cisco IP Phone Features by Global Knowledge February 2009 - (Free Research) This paper explains various features (Softkeys) available to the phone while in a call state. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Get More Value from Audio Conferencing by Citrix Online September 2009 - (Free Research) Listen to this podcast to hear how all-new HiDef Corporate™ leverages the communicative advances of the Internet and next generation telephony to revolutionize the way call conferencing is administered and billed. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

Unified Messaging and Unified Communications by Global Knowledge February 2009 - (Free Research) This paper explains various ways unified communications solutions have proven their ability to help organizations solve various problems like, enabling them to transform their business, streamline business processes and reduce costs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Integrating IP Address Management for Real-time Data and Services Delivery with Central Monitoring of DNS and DHCP Services by Infoblox March 2009 - (Free Research) This paper explains the importance of IP address management, discusses the criteria for an ideal IP address management solution, and explains the features and advantages of the Infoblox IP address management solution. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

7 Tactics For Smart Businesses to Increase Revenues and Decrease Expenses in Any Economy by SAP BusinessObjects June 2009 - (Free Research) Every organization faces its own unique challenges in getting the job done. But at the end of the day, it all comes down to increasing revenue while decreasing expenses. See how Business Objects reporting solutions allow you to do just that. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Improving Employee Productivity with Cisco® Unified Mobility by Global Knowledge August 2009 - (Free Research) This white paper will focus on discovering and implementing Cisco's Unified Mobility solutions so that we can give our mobile employees an easier, and yet, more robust way of communicating, no matter the wired or wireless network they are currently connected to. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Giving Nurses More Time to Care by LogMeIn, Inc. September 2009 - (Free Research) The IT team at Palm Valley Health Care needed to provide technical support to their 200 field nurses and wide-spread administrative staff throughout South Texas. Find out why they chose LogMeIn Rescue to solve 9 out of 10 support issues remotely. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Voice over Internet Protocol (VoIP) Phone Hardening-- Part I by Global Knowledge May 2009 - (Free Research) This paper presumes that your enterprise already has a data network security policy in place. It examines the many different settings that are available to help secure the Cisco IP Phones from potential hacker attacks, and it looks at a selection of Cisco secure infrastructure technologies that are especially useful for protecting voice systems. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

VoIP and Lower TCO Will Drive Adoption of Hosted On-Demand Contact Centers by Five9 September 2009 - (Free Research) Read this paper to learn how organizations that have selected a hosted contact center solution have minimized or even eliminated the cost of their IT or telecom support departments. Keep reading to learn what the benefits a hosted contact center solution can have for your company. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

VUE Software: Enterprise Incentive Management by CSSI VUE Software solves the complexities of insurance sales commission and incentive compensation plans by delivering flexibility and automation. VUE Software’s web-enabled EIM solution reduces costs while driving accuracy and efficiency into your organization. This comprehensive solution provides the ease of a total solution from one vendor.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Addressing the challenges of implementing a customer-centric strategy by Infor CRM December 2008 - (Free Research) The need for customer insight and responsiveness to that insight is the foundation and driving rationale for the emerging CRM concept of continuous customer dialogue through multi-channel touchpoints. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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