Call Centers Whitepapers and Ebooks

This sections provides whitepapers on Call Centers that details on trends, analysis and latest happenings in the industry.

Sponsored Listings

The Keys to Deliverability Success: Exclusive eSeminar featuring Forrester Research
Live Event Date: June 20, 2013 @ 2:00 p.m. ET / 11:00 a.m. PT From marketing to IT, message deliverability affects every aspect of your business. Success of your business could well rest upon the performance of your messages and whether or not they are getting into the inbox. Our guest, Forrester Research, will share their latest benchmarking data on email deliverability and best practices for success. Learn how you can automate some of these challenges, including the ever-changing ISP constraints. Kiersti Esparza, from Marketo, will share how Marketo is mitigating many of these obstacles today. What you'll learn: What do we mean when we talk about "deliverability" How messaging deliverability impacts your business Steps you can take today to improve your company's deliverability Speakers: Elizabeth Komar, Associate Analyst, Forrester Research, Inc. Kiersti Esparza, Sr. Email Delivery Strategy & Compliance, Marketo, Inc. Mike Hillyer, Senior Director Global Solutions Consulting, Message Systems Attend this live eSeminar and be automatically entered to win a new iPad! Official Rules for more details.
IP Phone System Comparison Chart
Download this handy comparison chart of IP phone systems for businesses of all sizes and get started with the research to implementing new voice communications today.
Webinar: Should You "Switch-Off" Your ACD?
Hear Why CareFirst BCBS is Switching to a SIP-based Contact Center Event Date and Times: Wednesday May 29, 2 PM Eastern / 11 AM Pacific Wednesday May 29, 3 PM British Summer Time Traditional ACD vendors continue to struggle with their product roadmaps – stuck between the legacy hardware of the past and the open software of the present and the future. If your ACD-based contact centre has become a road block for adding capacity or adding channels such as social media and mobile, you might want to think about making the switch to a SIP-based Contact Centre solution. Hear Why and How CareFirst BCBS is Switching to SIP CareFirst BlueCross BlueShield, a US based healthcare insurer, made the decision to migrate from its legacy ACD/PBX based contact centre to a SIP-based contact centre. High outages, high maintenance costs, lack of flexibility, lack of end-to-end high availability, and complex upgrades were some of the key reasons why they made this decision. In this webinar our guest speaker, Troy Ridgley, will share the CareFirst story and talk about why and how Carefirst is making the switch to SIP. Register now for this webinar. You will also learn: Why queue based routing doesn't work in today's contact centre environment How hardware ACD's can be a dead end towards consistent multi-channel customer experience How you can reduce costs by migrating to a SIP based contact centre All participants will receive a complimentary OVUM white paper titled "Prepare Contact Centres for the Future With SIP"
Get Your 30-Day Free Trial of BeyondTrust's Retina CS Threat Management Console (Retina Insight)
Enterprise Threat Management for Your Dynamic IT Infrastructure For today's dynamic enterprise, IT teams can no longer manage multiple consoles and applications for the common goal of reducing risk, proving compliance and meeting policy requirements. They require a consistent platform, which helps them accelerate their decision-making when it comes to risk reduction and compliance reporting. Retina CS is a unified platform that simplifies the complex world of security and compliance risk management for the dynamic enterprise. It does this by capturing and reporting on privilege and vulnerability data across the entire IT stack - server, desktop, cloud, mobile and virtualized environments.
Business-Grade Video Conferencing for SMBs: Enhance Your Employees' Productivity Today
Small and mid-size organizations (SMBs) are encountering a transition in their businesses, and they must react to the new way of working to stay competitive in an increasingly global and virtual marketplace. Employees don't just need to communicate — in this increasingly flat marketplace, they need to collaborate. This white paper details the benefits of video conferencing for SMBs, highlights use cases for specific industries and personnel, compares merits of premises-based systems vs. hosted services, and identifies the key elements to look for in a business-grade video conferencing provider.

Top White Papers

Get Your 30-Day Free Trial of BeyondTrust's PowerBroker Servers for Linux & Unix
Take Back Control of Your Critical Server Environment PowerBroker Servers empowers IT organizations to delegate root tasks and authorization on Linux, UNIX, OS X systems without ever disclosing the root password. PowerBroker Servers enables enterprises to efficiently dictate permissions for users down to the most granular level, extending to any command executable - without any impact to productivity or operations. PowerBroker Servers' audit-friendly logging and comprehensive reporting helps our customers satisfy their internal and external compliance requirements. Thousands of organizations worldwide, including those with the most demanding regulatory requirements, have chosen PowerBroker Servers as their enterprise alternative to Sudo commands.
Delivering on IT Transformation: Converged Infrastructure Drives Cost Down and Efficiency Up
Live Event Date: June 4, 2013 @ 2:00 p.m. ET / 11:00 a.m. PT The changes in the world of IT have been dramatic. Thanks to the proliferation of Cloud Computing in all its flavors, virtualization is now the norm for both server and storage in many organizations. But virtualization alone can't deliver on the true promise of Converged Infrastructure - that of providing all of IT "as a Service" with the simplicity and efficiency that you'd expect from any public cloud offering. How can you reduce the burden of managing infrastructure, and allow IT staffer to focus on what counts - delivering bottom-line results? Join this important eSeminar to hear from infrastructure experts at CDW who will demonstrate how the latest developments from HP greatly improve efficiency and reduce provisioning burden for storage and systems. Attendees will hear from seasoned professionals who will discuss: How datacenter architectures are evolving to take advantage of new tools Why and how to tailor your storage environment to align with your applications and servers How tools like de-duplications now allow remote replication and remote storage for almost any applications Which type of storage is most cost-effective for your application types and company size How to embrace change and manage growth - even in remote and branch offices - with ease Organizations across the globe are finding new ways to become more efficient and continue to "Do More with Less". Register now for this event and learn where to start today to achieve these benefits in your organization. Attend this live eSeminar and be automatically entered to win a new iPad! Official Rules for more details.