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Salesforce.com Positioned as a Leader in the Gartner Magic Quadrant for CRM Customer Service Contact Centers [ Source: Salesforce.com ]

December 2012- Business requirements for customer-centricity start with consistent customer service across all channels, including social ones. Gartner's 2012 Magic Quadrant for CRM Customer Service Contact Centers looks at vendors that are responding to the challenge of "any channel" customer engagement.

Find out why more than 100,000 customers worldwide rely on Salesforce CRM applications to transform their businesses. And then learn more about how the Service Cloud helps deliver great service at the lowest cost, while increasing:<...

Looking to switch customer service technology? [ Source: Salesforce.com ]

July 2012- Salesforce.com Service Cloud is now the leader in customer service. Learn what top industry voices have to say about Service Cloud vs outdated technologies.

The Benefits of Modern Customer Service [ Source: Salesforce.com ]

July 2012- This Beagle Research Group executive white paper describes these advantages of switching to a cloud-based contact centers, focusing on lower total cost of ownership, more deployment options and better service results.

Get CRM Magazine's 2012 Service Leader Award Report [ Source: Salesforce.com ]

July 2012- See how the Salesforce Service Cloud took home top honors in the categories of Customer Case Management and Web Support in the March 2012 issue of CRM Magazine, and how Salesforce helps transform top companies into social enterprises.

Engaging Customers in the Social Era [ Source: Salesforce.com ]

July 2012- Top companies now know that social media is a powerful way to listen to their customers. The most successful service teams today are not only monitoring social, they're actively participating in the conversation. Learn how.

The Science of Social Listening for Customer Experience [ Source: Salesforce.com ]

July 2012- Customers today expect immediate service and fast resolutions from the social Web. These conversations are happening right now among millions of people. Are you listening? Learn how your business can transform the customer service experience.

Complimentary Gartner MQ report for CRM Customer Service [ Source: Salesforce.com ]

July 2012- Gartner's 2012 Magic Quadrant for CRM Customer Service Contact Centers looks at vendors responding to the challenge of "any channel" customer engagement. Follow the leaders and see why customers rely on Salesforce to transform their businesses.

The Mini-Guide to Social Customer Service [ Source: Salesforce.com ]

July 2012- Social media is turning customer service and support on its head. It is fundamentally changing how, where and to whom people look for help. Learn Get the 6 Key Areas to Social Service & Support that top companies use to overcome today's challenges.

A User-Centric Approach to Proactive IT Management [ Source: Aternity ]

January 2011- Read in only 5 pages about how Global 2000 organizations are monitoring end user behavior in physical and virtual desktop environments with Aternity’s Frontline Performance Intelligence Platform. Monitor the Cloud, drive SLAs, Citrix/VDI monitoring, and much more.

From Voice Over IP To Unified Communications Simplify System Management [ Source: ShoreTel ]

October 2010- Telephone system manageability depends to a great extent on the underlying architecture of the voice system. Some platforms are extensions of legacy voice switches, others are built on top of legacy data technologies, and still others were designed from the ground up for converged voice and data.

The architectural approach for integrating new systems has serious implications for management, because the different components of the consolidated voice system-such as voicemail, network call routing, ...

Building Reliable IP Telephony Systems: How Architecture and Design Differentiate ShoreTel from the Competition [ Source: ShoreTel ]

October 2010- Reliability is the most critical aspect of a business phone system. IP telephony systems will deliver differing service levels because their architecture is fundamentally different. Ironically, optimal architecture and design does not only deliver high reliability, but also produces a system that is easy to use and manage.

This whitepaper defines reliability and availability and then compares the approaches of various IP telephony vendors take to ensure high availability. You will see how ...

IP Telephony: Reliability You Can Count On [ Source: ShoreTel ]

October 2010- Constant phone service availability is crucial to today's businesses. Makers of traditional voice switches have developed systems that are available at least 99.999% of the time. Concerns that voice over IP (VoIP) may not offer this "five nine" availability has been one of the major impediments to convergence, but this should not be the case. The ideal IP telephony system is resilient and has no single point of failure.

This white paper compares three ...

The Cloud-based Telework Solution: Using the Cloud to Offload Remote Access Costs and Complexity [ Source: Pareto Networks ]

June 2010- By combining a cloud-based management platform with user-friendly devices, Pareto Networks has pioneered a new approach to remote access with the simplicity, centralized visibility & control, and economies of scale needed for broad deployment to permanent teleworkers. The Pareto Branch On DemandTM Solution enables organizations to fully realize the benefits of teleworking via a pay-as-you-grow subscription model and without the complexity or limitations of traditional multi-service router, firewall, SSL VPN or access point solutions.

API Considerations in CRM Vendor Selection [ Source: OSF Global Services ]

September 2010- APIs should be one of the key determining factors in deciding what CRM your company will use, according to OSF. APIs are critical in determining how easily, or how hard, it is to interface your CRM with your other company software apps. They say that you save time and money by having a CRM with a good API readiness, and that the time and manpower you save with your IT people alone makes it a ...

9 Savvy Ways To Reduce The Cost Of Your Existing Enterprise IP Telephony Network [ Source: BCS-IT ]

January 2010- Enterprise IP telephony proved to be a great communication tool to unite distant employees in a solid team, to reduce costs for international calls, and to improve productivity. Moreover, there are many ways to make enterprise IP telephony network usage even more attractive. This white paper focuses on effective ways to reduce expenses for paid calls and other cost-saving measures.

Call Center And Contact Center Solutions [ Source: Drishti-Soft Solutions ]

March 2008- The Indian Domestic Call center industry is already worth about $1.8 billion and is expected to grow by 35% in the next four years. Given the tight working constraints of competition, resource expertise, and thinning margins, how can domestic call center increase profitability?

A Lifecycle Practice For Attrition In The Call Center [ Source: Knowlagent ]

October 2008- Who cares about attrition? If it concerns the effort involved in hiring 30-50 percent of the workforce every six months, human resources does. If it concerns the length of time it takes for new hires to become adequate, supervisors do. The lifecycle approach is based on addressing different attrition factors at different stages of the agent lifecycle. Solving the challenges at each stage requires different tactics, but the underlying strategy for each relates to the ...

Improving Bottom Line Performance Through Precision Forecasting And Scheduling [ Source: GMT Corporation ]

March 2009- Whether in a contact center or bank branch environment, workforce managers everywhere face the constant challenge of balancing the yin and yang priorities of service levels and labor costs. This is especially true in today's economic environment where inaccurate forecasts can lead to poor scheduling decisions and can have dramatic impact on bottom line profitability. In this guide, GMT Corp. analyzes how to improve bottom-line performance in contact centers and bank branches through precision forecasting ...

Contact Center Market Update [ Source: McGee-Smith Analytics ]

November 2008- The purpose of Unified Communications is to improve the efficiency of interactions in personal and collaborative communications. This presentation explores the shifting role of contact centers.

Deploying a Green IP Telephony Network [ Source: Extreme Networks ]

May 2008- Simple actions and smart methods for running IP telephones and Ethernet switches, repeated many times over, can make a big difference in going green.

Strata8 Tackles Enterprise Cellular Space [ Source: Strata8 Networks ]

April 2008- Strata8 Networks' enterprise cellular platform provides next-generation, SIP-based wireless capabilities on secure licensed spectrum.

OCS 2007 vs. Sametime 8.0: Comparing Unified Communications Solutions [ Source: Wainhouse Research ]

March 2008- Microsoft's Office Communications Server 2007 and IBM Lotus' Sametime 8.0 represent two distinct choices as unified communications solutions.

Preparing an RFI/RFP for Unified Communications [ Source: UniComm Consulting, LLC ]

March 2008- Before you can create a unified communications request for proposal (RFP), you should first define unified communications, figure out what problems you are trying to solve, and choose what and when to buy.

SOA: Implementation and Role in Converged Networks [ Source: Siemens ]

March 2008- Leveraging service-oriented architecture (SOA) can enable unified enterprises, thanks to a range of communications capabilities including rules-based call routing, advanced call reporting, priority call handling, and contact list management.

IP Telephony, Videoconferencing Boost Credit Union Services [ Source: Mountain America CU ]

March 2008- With 230,000 members and 50 locations scattered across four states, Mountain America Credit Union deploys an IP telephony and video solution over a single IP communications infrastructure to improve member service and satisfaction.

Metric Strategy [ Source: Merced Systems ]

March 2008- Merced Systems focuses on the following facets in this presentation: customer operations performance management; metric strategy; dependence of metric strategy with data and reporting; metric strategy best practices and pitfalls; and business impact.

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