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Contact Center Management | Customer Service (General) | Anti-Virus Solutions | Call Center Management | Anti-Spyware | Help Desk and Call Management | Customer Relationship Management (CRM) | Endpoint Security | Network Security | Data Security

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How to Calculate the ROI of Remote Support by Citrix Online - GotoAssist July 2008 - (Free Research) Remote support platforms offer a compelling ROI story, with impacts to multiple core metrics such as first contact resolution, incident handling time and customer satisfaction. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Profitable Product Development for SME by PTC Small/Med Product Development February 2008 - (Free Research) This report highlights the approaches that leading SMEs take to achieve and extend this performance gap, serving as a roadmap for other smaller manufacturers. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Malicious Code Detection Technologies by Kaspersky Lab February 2008 - (Free Research) This white paper provides an overview of the evolving combat tactics used in the antivirus battle, giving both simplified explanations of technological approaches as well as a broad chronological perspective. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

IT Briefing: Efficient SAN-Based Tape Encryption by Cisco Systems, Inc. December 2008 - (Free Research) This document discusses the protection of stored data, particularly the data that resides on backup tapes. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Symantec Endpoint Protection Q & A with the Experts by Symantec Corporation December 2008 - (Free Research) Join the Symantec experts for an informative webcast designed to answer your questions about the product that is raising the antivirus bar - Symantec Endpoint Protection. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Podcast-The End of Antivirus as You Know It: A First Look at VIPRE Enterprise by Sunbelt Software October 2008 - (Free Research) In this podcast, take a first look at VIPRE Enterprise and learn how Sunbelt started with a blank slate to design a new, next-generation antivirus and antispyware technology to deal with today's malware in the most comprehensive, highly efficient manner. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

The End of Antivirus as You Know It: A First Look at VIPRE Enterprise by Sunbelt Software September 2008 - (Free Research) In this webcast, take a examines at VIPRE Enterprise and learn how Sunbelt started with a blank slate to design a new, next-generation antivirus and antispyware technology to deal with today's malware in the most comprehensive, highly efficient manner. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

IP Enabled Contact Centers: Lowering Costs, Raising the Customer Experience by Avaya Inc. February 2008 - (Free Research) This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Contact Centers for Dummies by Avaya Inc. November 2008 - (Free Research) This guide provides a high-level approach to the different methodologies with lots of information not only on running contact centers, but also on implementing technology in contact centers in a profitable way. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Go Green and Increase Profitability with Virtual Contact Centers by Avaya Inc. June 2008 - (Free Research) This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Roadmap for Implementing a Multi-Site IP Contact Center by Avaya Inc. May 2008 - (Free Research) 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. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

VIPRE Enterprise Antivirus + Antispyware by Sunbelt Software September 2008 - (Free Research) VIPRE Enterprise combines antivirus, antispyware, anti-rootkit and other technologies into a single agent handled through a robust central management console. Try now free. (DEMO) GO TO DEMO

Increase First Contact Resolution: The Key to Superior Support by Citrix Online - GotoAssist July 2008 - (Free Research) John Ragsdale, VP of Research for SSPA makes a business case for improving first contact resolution and explain how it links to significantly reduced operating costs and increased customer loyalty. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations by CosmoCom, Inc. January 2008 - (Free Research) This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Profit-Minded Contact Center - Building an ROI Case for Customer Interaction Solutions in Financial Services. by Portrait Software September 2008 - (Free Research) This whitepaper shows you how contact centers can deliver differentiated customer service, build more profitable customer relationships and demonstrate the ROI on customer interaction solutions. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

SIP Trunking in the Next-Generation Contact Center by Acme Packet December 2008 - (Free Research) This session will also explore some customer case studies to show how early adopters of SIP trunking in contact centers have successfully managed these issues, and examines some of the unexpected implementation challenges and benefits they've encountered. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Business Value Analysis Study: Backup and Recovery, Endpoint Management, and Endpoint Security by Symantec Corporation December 2008 - (Free Research) A Total Operational and Economic Impact (TOEI) analysis by The Alchemy Solutions Group found that the Symantec solutions implemented were driving more than $2 million in labor savings and cost avoidance. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Sophos Threat Detection Test by Sophos Inc. August 2008 - (Free Research) Use the Sophos Threat Detection Test to quickly perform a scan and find any viruses, spyware, adware or zero-day threats that might have by-passed your existing protection (DEMO) VIEW ABSTRACT | GO TO DEMO

VIPRE™ Enterprise - High Performance, Next Generation Antivirus + Antispyware for the Enterprise by Sunbelt Software September 2008 - (Free Research) Read this paper to learn about VIPRE Enterprise–completely new solution that combines antivirus, antispyware, anti-rootkit and other technologies into a seamless, tightly-integrated product. Discover a clean, fast, and powerful anti-malware solution. (ARTICLE) VIEW ABSTRACT | GO TO ARTICLE

Implementing a Telecommuting Program by Avaya Inc. June 2008 - (Free Research) This paper discusses several issues related to implementing a telecommuting home worker program for contact center agents. Certainly, the particular requirements of each company will dictate the extent to which these and other concepts are implemented. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Secure Email and Workflow Automation: The Five Critical Questions Financial Institutions Must Ask by DataMotion October 2008 - (Free Research) With so many business activities going online to take advantage of the benifits of the internet, companies spend billions on security measures. But when canvassing a majority of companies' security programs, one area continues to come up short - email. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Extraordinary Customer Service by Avaya Inc. June 2008 - (Free Research) Extraordinary Customer Service explores the contact center as a strategic part of your enterprise--where you can leverage differentiated services to provide a superior customer experience that can build brand loyalty and increase profits. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Developing a Spectacular Support Structure by Numara Software April 2008 - (Free Research) In this webcast from Numara Software industry leaders will teach you how to be sure that your support structure is running effectively. It will discuss and present solutions for all major issues that support centers encounter. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

IT Briefing: The End Of Antivirus as You Know it: A First Look at VIPRE Enterprise by Sunbelt Software October 2008 - (Free Research) This document describes the rapidly evolving malware landscape facing enterprises today, as well as the next-generation software that addresses today's malware in the most comprehensive, highly efficient manner. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Unified Communications Implementation: The 7 Areas of your Business That Must be Primed by Avaya Inc. September 2008 - (Free Research) In this E-Guide, you will find a list of important questions that should be asked of you and your organization when you are considering a unified communications implementation. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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