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Contact Center Management | Customer Service (General) | Call Center Management | Customer Relationship Management (CRM) | Help Desk and Call Management | Intrusion Prevention Solutions | Intrusion Detection/ Forensics | Customer Experience Management (CEM) | Interactive Voice Response (IVR/ CTI) | Contact Management

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Technology Brief: Improving Network Security with Adaptive IPS by Sourcefire November 2008 - (Free Research) Sourcefire Adaptive IPS addresses organizations' need for better efficiency and effectiveness by sharply reducing or eliminating the effort required to tune Sourcefire's IPS sensors. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Expert Tips for a Successful IDS & IPS Deployment by Sourcefire November 2008 - (Free Research) The impact of a breach can be devastating for a financial institution. Taking both a pro-active and reactive approach to protecting your network and data is a must. Check out this E-Guide for expert tips on how deploying IDS/IPS can protect your network. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Real-Time Adaptive Security by Sourcefire December 2008 - (Free Research) Real-time adaptive intrusion systems integrate with network access controls and user data repositories for tracing events to systems and specific users dynamically monitor traffic patterns to mitigate threats and leverage vulnerability assessment. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Virtualization Security: A Coordinated Approach for Intrusion Detection and Prevention by Third Brigade April 2008 - (Free Research) This white paper examines current approaches to securing virtualized environments and how your company can implement a successful coordinated approach to security between IDS/IPS systems and virtual appliances. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Case Study: How Weill Cornell Medical College Gained Network Visibility with IDS/IPS by Sourcefire November 2008 - (Free Research) Check out this white paper and find out more about how an inability to see deep inside its network to determine security weaknesses and other potential concerns prompted Weill Cornell Medical College to seek an intrusion detection system. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Real World Intrusion Prevention (IPS) by TippingPoint November 2008 - (Free Research) This white paper addresses three primary areas that organizations must consider when formulating network security strategies and evaluating possible solution for intrusion prevention. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Load Balancing 101: The Evolution to Application Delivery Controllers by F5 Networks September 2008 - (Free Research) This white paper discusses ADCs, the natural evolution to the critical network real estate that load balancers of the past held. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

What Works in Intrusion Detection and Prevention by Sourcefire November 2008 - (Free Research) Check out this white paper and find out more about an effective intrusion defense system (IDS) that can help your company meet compliance requirements and effectively secure your corporate environment. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Protecting Your Business From the Lurking Evil in Your Network by Juniper Networks, Inc. December 2008 - (Free Research) This webcast discusses the evolution of security risks and how the network identifies and mitigates them. It also explains solutions that help proactively reduce or prevent the impacts of the evolving threats. (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

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

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

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

Web Lead Evaluation and Scoring Study by KnowledgeStorm, Inc (E-mail this company) April 2006 - (Free Research) KnowledgeStorm and The Artemis Group conducted an in-depth analysis of 15,452 Web leads generated by KnowledgeStorm. The objective of this study was to identify characteristics of Web leads that maximize sales opportunities and to debunk myths around what makes a good sales lead. (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

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

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

Achieving Profitable Growth through Exceptional Customer Experience by CA November 2008 - (Free Research) In this whitepaper, Datamonitor focuses on nine key steps that can - and should - be taken by CSPs to improve standards by delivering outstanding service and achieving various objectives. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Eight Question to Ask about Your Intrusion-Security Solution by TippingPoint November 2008 - (Free Research) With so much at stake, many companies are taking a closer look at intrustion security systems. This paper explains in detail the eight questions to ask about yours. (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

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

DaimlerChrysler: A Case Study in Enterprise Data Quality by Pitney Bowes Group 1 Software May 2008 - (Free Research) Group 1 Software presents a case study in enterprise data quality success featuring the DaimlerChrysler Corporation, a leader in the automotive manufacturing industry. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Voice-Enabling Salesforce.com with SalesByFone by Angel.com October 2008 - (Free Research) SalesByFone by Angel.com makes it possible to access, update, and manage accounts, contacts and leads directly in salesforce.com through voice commands over the phone. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

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