Contact Management Software White Papers, Videos, Webcasts, Podcasts and Case Studies

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Architected for Personalization: How Sitecore's coupled architecture enables individualized web experiences
sponsored by SiteCore
White Paper: | Posted: 02 May 2013
Published:31 Dec 2012
Summary:This resource examines the crucial role that content management systems (CMSs) play in delivering a personalized customer experience, and outlines key factors that your organization should consider in order to make the CMS selection process a success.
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SiteCore

A Critical Component to Successful Information Governance - Vendor Webcast
sponsored by OpenText
Webcast: | Posted: 04 Apr 2012
Premiered:Apr 4, 2012
Summary:This webcast is filled with helpful information on improving your records management strategy and why doing so can be of immense benefit to your business.
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OpenText

SearchContentManagement eBook: The secrets of effective SharePoint deployments
sponsored by AvePoint, Inc.
eBook: | Posted: 12 Sep 2011
Published:12 Sep 2011
Summary:An eBook to effectively implementing SharePoint with your organization's collaboration technology.
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AvePoint, Inc.

Dispelling Myths & Revealing Truths about Email Management with SharePoint
sponsored by Colligo Networks Inc.
White Paper: | Posted: 18 May 2011
Published:18 May 2011
Summary:This white paper outlines five things you need to know before developing an email management solution. It also seeks to dispel myths about SharePoint and Exchange.
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Colligo Networks Inc.

Avon Products: Avon gets a Training Program Makeover With SpringCM
sponsored by SpringCM
Case Study: | Posted: 18 Mar 2011
Published:18 Mar 2011
Summary:Avon employs more than 5 million independent representatives - all of whom must receive in-depth, up-to-date training to ensure Avon’s continued success as the largest direct marketer on the planet. So when Avon sought to makeover its training program, it chose to go the SaaS route in order to implement it quickly with minimal support requirements.
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SpringCM

Boosting Contact Center Capabilities with UC and SIP
sponsored by IBM
eBook: | Posted: 14 Dec 2010
Published:14 Dec 2010
Summary:Unified Communications and the contact center were once perceived as different, but these two business functions and technologies are linked. Today's IT and contact center architects can leverage UC applications capabilities and integrate Session Initiation Protocol (SIP) and SIP trunking to create more proactive and reactive customer service.
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IBM

Presentation Transcript: Developing for the Future - The New Trend for Hosted VXML
sponsored by West Interactive
Presentation Transcript: | Posted: 30 Jul 2010
Published:30 Jul 2010
Summary:By taking advantage of the Voice XML platform (VXML) to manage infrastructure scale and support, companies are freeing up IT dollars and resources to focus on creating best-in-class customer experiences using IVR applications. This transcript will provide you with key information necessary to execute a comprehensive PaaS strategy using VXML.
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West Interactive

Developing for the Future - The New Trend for Hosted VXML - Vendor Webcast
sponsored by West Interactive
Webcast: | Posted: 27 May 2010
Premiered:Jun 8, 2010, 11:00 EDT (15:00 GMT)
Speakers:  Elizabeth Herrell, Vice President, Principal Analyst Forrester
Rhonda Gibler, Vice President of Sales for West Customer Management Group
Summary:By taking advantage of the Voice XML platform (VXML) to manage infrastructure scale and support, companies are freeing up IT dollars and resources to focus on creating best-in-class customer experiences using IVR applications. This webinar will provide you with key information necessary to execute a comprehensive PaaS strategy using VXML.
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West Interactive

Moving beyond the Queue - Focusing on the Real-Time Customer
sponsored by Inova Solutions
White Paper: | Posted: 20 May 2008
Published:19 May 2008
Summary: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.
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Inova Solutions

Genesys Global Consumer Survey - 2007
sponsored by Genesys
White Paper: | Posted: 25 Mar 2008
Published:01 Jan 2007
Summary:This survey highlights the importance of the contact center experience and the direct impact it can have on revenue and consumer loyalty, it also reveals some interesting trends in consumer expectations.
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Genesys



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