Telephony/ CTI/ VOIP | Unified Communications / Voice & Data Convergence | Call Center Management | Customer Relationship Management (CRM) | Contact Center Management | Wireless Technologies and Mobile Computing | Mobile Device Management | Business Process Management (BPM) | Business Intelligence Solutions | Customer Service (General)

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The Lync Server Dial Plan: An Introduction to Preparing for Implementation by Global Knowledge September 29, 2011 - (Free Research) Access this resource for an overview of the configuration requirements that enforce calling privileges and call route selection, and discover how a voice policy is implemented. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Enterprise VoIP Security: Potential Threats and Best Practices by Global Knowledge Network, Inc. March 2006 - (Free Research) As VoIP usage becomes widespread, enterprise users will become subject to many of the same security risks that have affected data networks. This report highlights some of the potential security problems associated with VoIP and address what measures can be taken to secure enterprise VoIP deployments. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Network Foundation - Cisco 1700 Series by Cisco Systems Cisco 1700 Series modular routers are ideal for enterprise small branch offices and small and medium-sized businesses that need secure access to business applications, network resources, and Internet services. The Cisco 1700 Series delivers fast, reliable and secure Internet/network access through a wide-range of high-speed WAN access technologies.  (HARDWARE PRODUCT) GO TO DETAILED REPORT

Use effective call centers to build customer loyalty by Infor CRM February 2012 - (Free Research) This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty. (EGUIDE) VIEW ABSTRACT | GO TO

Cisco Unified CRM Connector 3.0 by Cisco Systems, Inc. The Cisco Unified Communications system is a full-featured business communications system built into an intelligent IP network.  (HARDWARE PRODUCT) GO TO DETAILED REPORT

North American Contact Center Industry 2011: A Mid-Year Update and Forecast by Calabrio, Inc. January 2012 - (Free Research) This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Inter-Process Communications: The Next Leap in Business Productivity by LEGACY - DO NOT USE - Insight April 2008 - (Free Research) Inter-Process Communications (IPC) makes up the infrastructure that merges voice, data and video applications over a single network by enhancing IP telephony (VoIP) with technology such as conferencing, call transfers and forwarding. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Selecting VoIP for Your Enterprise by Global Knowledge Network, Inc. December 2004 - (Free Research) Voice over Internet Protocol is the future of enterprise telecommunications. Find out if VoIP is the right choice for your company right now. Discover the benefits VoIP has to offer and how to overcome potential pitfalls during deployment. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

How To Avoid Meetings - or at Least the Unproductive Ones by Global Knowledge Network, Inc. July 2004 - (Free Research) We all have better things to do with our limited time, but we end up in numerous unproductive meetings. In this paper we will discuss why meetings fail, what are the alternatives to conventional meetings, and how to spot the meetings that should be avoided. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

OSPF Scaling and Summarization by Global Knowledge November 2010 - (Free Research) This paper examines the usefulness and goal of summarization. These goals consist of conserving RAM, bandwidth and CPU by hiding information from some of the routers.  (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

EcoPaper Customer Success Story by BlackBerry September 2011 - (Free Research) Access this case study to learn how Ecopaper equipped its sales force with BlackBerry® smartphones and deployed a mobile application called PWAP, from BlackBerry® Associate Alliance Member True Systems, to automate the sales process. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Security Whitepaper: Google Apps Messaging and Collaboration Products by Google Apps July 2010 - (Free Research) Content Provided by Google. Google Apps provide familiar, easy to use products and services for business settings. These services enable customers to access their data virtually anytime and anywhere from Internet-capable devices. This computing environment is called "the cloud." Read this white paper to learn more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Cloud Computing for the Call Center: The Next Revolution by inContact May 2010 - (Free Research) The right cloud computing solution makes it possible for call centers to eliminate barriers created by obsolete premise-based solutions, achieve customer service excellence and continue business success. Find out how inContact is helping hundreds of call centers greatly reduce costs while simultaneously increasing customer satisfaction levels. (EBOOK) VIEW ABSTRACT | GO TO

Debunking Security Concerns with Hosted Call Centers by inContact September 2011 - (Free Research) This comprehensive white paper explores the call center landscape, details the benefits of hosted call centers along with the risks involved in cloud-based services. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Cisco IP Phone Features by Global Knowledge February 2009 - (Free Research) This paper explains various features (Softkeys) available to the phone while in a call state. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Intuit QuickBase: Increase Visibility with Web-based Project Management by Intuit QuickBase Web-based QuickBase from Intuit offers a refreshingly powerful, flexible and affordable solution for busy teams to better manage projects, information and processes. With QuickBase, you can get and keep everyone -- team members, clients, vendors, freelancers -- on the same page with better visibility and accountability for everyone.  (ASP) GO TO DETAILED REPORT

Smarter communications through analytics by IBM November 2011 - (Free Research) As research suggests, investments in data integration and analytics that maximize the value of each customer are worthwhile and create potential for financial gain. To quantify the value of those investments, an illustrative $8 billion communications provider was modeled. Results from this effort are presented throughout this paper. (WHITE PAPER) GO TO WHITE PAPER

Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis by inContact August 2011 - (Free Research) This white paper presents the results of a total cost of ownership (TCO) analysis comparing premise-based and hosted contact center platforms. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Unified Messaging and Unified Communications by Global Knowledge February 2009 - (Free Research) This paper explains various ways unified communications solutions have proven their ability to help organizations solve various problems like, enabling them to transform their business, streamline business processes and reduce costs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Guide to Data Movement and Governance by IBM November 2011 - (Free Research) Missed opportunities and lost revenue might be the least of your worries. In some cases, poor practices can lead to lawsuits, fines and even the failure of the business itself. The purpose of this e-guide is to help you grasp the measures that can keep your organization on track to meet objectives and stay in line with regulations. (EBOOK) VIEW ABSTRACT | GO TO

Maximize the Value of On-Demand CRM with On-Demand Reporting by Business Objects August 2007 - (Free Research) Improving the overall quality of your company’s decision-making process results also improves the overall effectiveness of your business. This paper explains how reporting will help your organization make better decisions, and how on-demand reporting allows you to accomplish this task in a fast, cost-effective, and easy-to use manner. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Strategies for Cisco VPN Client Large-Scale Deployments by Global Knowledge Network, Inc. March 2006 - (Free Research) This paper explores the tools Cisco provides to simplify mass deployments of the VPN Client. The two methods are discussed: the creation of an installation CD-ROM and network-based installations. I will explain how to reduce calls to the Help Desk by locking users out of advanced configuration functions in the user interface. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Building blocks for data center DNA by Dell, Inc. and Intel April 2011 - (Free Research) By simplifying and automating deployment, retargeting and provisioning workloads, and managing processes for virtualized systems, the Dell Virtual Integrated System (VIS) architecture empowers end users to access resources when they need them. Continue reading to learn more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Integration Platform as a Service: Moving Integration to the Cloud by IBM December 2011 - (Free Research) The growth of cloud computing has fueled the need to integrate cloud applications with each other and with applications that continue to reside on premise. Traditional integration approaches are evolving into more complete offerings called integration platform as a service (iPaaS) solutions. Read this paper and learn about this technology. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Using Voice over IP (VoIP) in Mobile Networks by Global Knowledge June 2011 - (Free Research) While the technology that supports VoIP has been present since the mid-1990s, the ability to quickly alternate between VoIP and circuit-switched networks has come into prominence in the last few years. Access this white paper for a full history and overview of the current mobile communications landscape. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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