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	Proactive Contact Center Management: A New Paradigm for Driving Continuous Improvement? sponsored by Genesys WHITE PAPER - This white paper is intended to give you a sense of what these new proactive management technologies can do for you, and to help you establish criteria for evaluating products in this arena. Posted: June 3, 2008 \| Published: January 1, 2006 Topics: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| Predictive Performance Management \| Real-time Analytical Software \| ROI \| User Experience

	The Intelligent Customer Front Door: Go Beyond the Limitations of Traditional Interactive Voice Response (IVR) to Deliver Superior Customer Service sponsored by Genesys WHITE PAPER - This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage. Posted: June 3, 2008 \| Published: April 1, 2008 Topics: Contact Center Management \| Contact Center Software \| Contact Centers \| Customer Satisfaction \| Customer Service Best Practices \| IVR \| ROI \| Voice Recognition \| VoiceXML \| VoIP

	Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations sponsored by CosmoCom, Inc. WHITE PAPER - This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment. Posted: May 27, 2008 \| Published: January 1, 2008 Topics: Automatic Call Distribution Systems \| Best Practices \| Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| Customer Satisfaction \| Outsourcing \| Unified Messaging

	Roadmap for Implementing a Multi-Site IP Contact Center sponsored by Avaya Inc. WHITE PAPER - Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure. Posted: May 20, 2008 \| Published: March 1, 2007 Topics: Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Customer Satisfaction \| IP Contact Centers \| Network Configuration Management Software \| Network Infrastructure \| Network Security \| Software Implementation

	SAP™ CRM Integration into the Contact Center sponsored by AMC Technology WHITE PAPER - This technical integration brief explains how the SAP CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC. Posted: May 9, 2008 \| Published: May 1, 2008 Topics: Application Integration \| Call Center Software \| Call Centers \| Contact Center Software \| Contact Centers \| CRM \| Customer Service \| Marketing \| Sales \| SAP (Product) \| User Experience

	Oracle PeopleSoft CRM Integration into the Contact Center sponsored by AMC Technology WHITE PAPER - This technical integration brief explains how the PeopleSoft CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC. Posted: May 9, 2008 \| Published: May 1, 2008 Topics: Application Integration \| Call Center Software \| Call Centers \| Contact Center Software \| Contact Centers \| CRM \| Customer Service \| Marketing \| Oracle (Product) \| PeopleSoft (Product) \| Sales \| User Experience

	Oracle Siebel Integration into the Contact Center Technical Integration Brief sponsored by AMC Technology WHITE PAPER - This technical integration brief explains how the Siebel CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC. Posted: May 9, 2008 \| Published: May 1, 2008 Topics: Application Integration \| Call Center Software \| Call Centers \| Contact Center Software \| Contact Centers \| CRM \| Customer Service \| Marketing \| Oracle (Product) \| Sales \| User Experience

	Using Real-Time Information to Improve Contact Center Performance sponsored by Genesys PODCAST - From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center. Posted: May 5, 2008 \| Premiered: May 5, 2008 Topics: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM Analytics \| Customer Interaction Services \| Customer Satisfaction \| Real-time Analytical Software \| Sales

	Financial Giant Cuts Costs through Offshore Testing Services sponsored by Hexaware Technologies WHITE PAPER - Learn how one company was able to utilize cost effective offshore support for use acceptance testing (UAT) of customer applications, ensuring cost benefits and reduce failure rates. Posted: April 10, 2008 \| Published: April 1, 2008 Topics: Applications Management \| Banking Industry \| Call Center Software \| Contact Center Software \| Customer Satisfaction \| Financial Industry Organizations \| Financial Services \| IT Outsourcing Services \| Offshore Outsourcing \| Testing

	Analytics-driven Workforce Optimization: An Essential Approach to Enterprise Customer Service sponsored by Verint Witness Actionable Solutions WHITE PAPER - Learn more about analytics in the contact center and how analytics forms part of an advanced workforce optimization solution that can impact areas beyond the contact center, including branch-office interactions and back-office operations. Posted: April 3, 2008 \| Published: April 1, 2008 Topics: Call Center Management \| Call Center Software \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM Analytics \| Customer Service \| User Experience \| Voice Recognition Software

	Simplifying Contact Center Technology sponsored by Oracle Corporation WHITE PAPER - Computer telephony integration (CTI) enabled contact centers realize immense cost savings, increased reliability and improved performance. Learn how an on-demand solution can simplify your organization???s contact center technology. Posted: September 26, 2007 \| Published: August 1, 2006 Topics: Business Performance Management \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM Hosting \| CTI (Computer Telephony Integration) \| Oracle (Product) \| Outsourcing \| ROI

	NuContact Center™2.0: Multi-media. Multi-site. One Network.™ sponsored by Nuasis PRODUCT LITERATURE - The Nuasis™ NuContact Center™ is a next-generation system for intelligently routing customer contacts by phone, e-mail, fax, or the Web. Posted: September 8, 2004 \| Published: September 1, 2004 Topics: Contact Center Software \| Customer Service \| IP Contact Centers

	The Face of the Call Center Business Is Changing sponsored by DialResults PRODUCT LITERATURE - DialResults predictive dialer system has been designed for the next generation of contact centers, and the new breed of contact center professional. Posted: June 30, 2004 \| Published: January 1, 2003 Topics: Call Center Software \| Contact Center Software \| CTI (Computer Telephony Integration) \| VoIP

	CallGen™ Contact Center sponsored by Sigmaworx, Inc. BROCHURE - CallGen, a comprehensive and flexible solution for inbound, outbound and blended contact centers, optimizes call timing and delivery, and agent monitoring and coaching. Posted: May 30, 2004 \| Published: May 25, 2004 Topics: Call Center Software \| Contact Center Software

	TeleDirect Liberation 6000 sponsored by TeleDirect PRODUCT LITERATURE - The Liberation 6000 is a comprehensive customer campaign management solution that enables organizations to create, launch and manage highly targeted and successful marketing and retention campaigns. Posted: May 23, 2004 \| Published: January 1, 2003 Topics: Campaign Management Software \| Contact Center Software \| Customer Interaction Services

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Roadmap for Implementing a Multi-Site IP Contact Center
sponsored by Avaya Inc.

Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure.

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