Customer Interaction Service

Easily compare ERP solutions for Mid-Market and Enterprise sized businesses in our new Buyer's Guide.

iS3, creator of the award winning anti-spyware technology STOPzilla and other solutions, needed a more nimble and efficient way to support prospects and customers. Download this case study to read how iS3 utilized an innovative chat solution to streamline its customer service, reduce response time and increase productivity - all at a more than 70% savings to their previous solution in the first year alone.

This paper explores the question: what could your organization do with faster, better answers, and provides possible use case scenarios that illustrate the value this technology brings to a variety of industries.

This paper defines predictive analytics, then details ways this type of analytics can be applied to marketing, risk, operations and more. It also includes information relevant to a wide variety of industries - from manufacturing to hospitals.

This white paper reveals the results of a Bloomberg Businessweek Research Services survey of 930 respondents globally on the current state of business analytics within organizations. You'll discover how and why the use of analytics is growing!

Learn about the emerging best practices for mobile BI usage and the framework by which you can assess your own management capabilities for enterprise mobile BI adoption.

Whether you need to build a case for a UC system, or are ready for a new solution, this white paper offers a thorough comparison of Shoretel vs Avaya.

This whitepaper gets advise from phone system managers who were forefront in remedying phone system disasters.

Learn about the most important factors that go into buying the right phone system, such as: scalability, compatibilities, how to negotiate pricing, and more.

DMG Consulting LLC identifies five top misperceptions, and dispels them with findings from their recent customer satisfaction study for hosted contact center services.

Fixing dysfunctional service-related processes requires addressing four general problem areas first. Read how to identify and fix those areas, and service will consistently exceed customer expectations.

Read this whitepaper to learn three simple steps Small to medium size businesses can take to heighten business performance and increase brand office productivity.

The What, Why & How of CRM Integration This report contains insights from C-level executives, business analysts and IT engineers, and systems integrators and consultants who design and implement data integration for their enterprise clients.

Using Splunk, Cricket was able to identify system degradation and failures, even in the application area of Cricket's highly-automated and virtualized environment. Read about Cricket's impressive hard and soft ROI.

To help organizations in their pursuit for deeper customer insight, we have identified four stages of organizational capabilities, which are enabled by four associated customer analytics strategies. Read to find out more.

Read Cloud Services Brokerage for DummiesŪ to learn about the state of cloud computing today, how CSBs add business value, what's important to think about when considering a CSB, and predictions about what's to come.

By exploiting popular places on the Internet, such as search engines, social networking and email, malnets have become very adept at infecting many users with little added investment.

With the pool of available IPv4 addresses all but dried up, the transition to IPv6 is gaining steam, but will pose significant challenges. Download this resource for planning a IPv6 migration, and learn about steps IT organizations can take to begin the transition.

Cloud balancing is the process of routing transactions and network requests across applications in multiple clouds. Think of it as the, "don't put your eggs in one basket" approach, but in this case don't put all your applications in one cloud.

Now may be the time to reevaluate your remote support to add new capabilities, increase efficiency and consolidate support tools. What do you stand to gain by switching your remote support tool?

Traditional remote access and meeting tools were not designed as remote support tools for helpdesks and IT professionals. LogMeIn consults daily with helpdesk and operations managers and here's what we've learned are the top five hidden costs of using legacy tools to provide remote support.

Uncover the top eight reasons why you should upgrade your remote support. Don't let customer service fall by the wayside, upgrade to a state-of-the-art solution now!

This guide will identify some key ways to keep the Service Desk human and ensure that customer service stays at the front and centre of everything that the Service Desk does.

This brief case study illustrates how Sling Media's transition to a remote support solution with web-based chat realized a substantial cut in session times and an increase in customer satisfaction.

The best practices offered in this white paper will help streamline IT's time, budget, and the support it offers to keep end users working effectively and successfully.