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5 Keys to a Successful Identity and Access Management Implementation by CA December 2007 - (Free Research) An effective Identity and Access Management (IAM) solution is quickly becoming a must-have or enterprise organizations. In this paper learn the five keys to successful identity and access management implementation. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

A Side-by-Side Comparison of IVR Self-Service Effectiveness by Raytheon BBN Technologies June 2010 - (Free Research) Watch this webcast and learn how to improve your IVR’s performance and reduce agent-handled call volume drastically. The webcast compares the effectiveness of IVR systems from six call centers, and explores why self-service rates vary from the single digits percentage-wise to almost half of inbound calls (in the same industry!) . (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

SQL Server Insider E-Zine – Volume 1: Is Self-service BI the Answer? by SearchSQLServer.com February 2010 - (Free Research) Business intelligence is a hot topic in 2010, especially with the upcoming release of Microsoft's SQL Server 2008 R2 being dubbed as the "BI release." In this e-zine, one SQL Server expert breaks down exactly what goes into self-service BI, where it works and where it falls short. (EZINE) VIEW ABSTRACT | GO TO

Lean Business Intelligence - How and Why Organizations Are Moving to Self-Service BI by SAP America, Inc. February 2010 - (Free Research) This paper presents the findings of a Forrester Consulting evaluation of over 30 interviews with professionals across multiple industries across the world and presents how SAP® BusinessObjects™ offers a comprehensive solution that will help in solving the majority of issues in providing self-service BI. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Best Practices in the Call Center: A Customer Touch-Point Methodology by Oracle Corporation January 2009 - (Free Research) One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Self-Service That Really Serves by Oracle Corporation June 2009 - (Free Research) To truly meet the demands of the informed consumer, self-service solutions must have fully integrated e-commerce and e-billing systems that accommodate every aspect of the online customer experience. Read this free white paper to learn about all-in-one systems that build your brand and keep customers coming back. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Reporting for Midsize Companies: Empower Your Business with Self-Service Reporting by IBM September 2009 - (Free Research) This white paper discusses reporting, analysis, dashboards, planning and other capabilities your company can use to drive business decisions. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Eight Requirements for Self-Service IT and the Next Generation Data Center by newScale, Inc. May 2010 - (Free Research) This paper examines the requirements and provides guidance on leveraging the resultant capabilities to their full potential. The paper focuses on VMware environments because it represents the majority of virtualization implementations. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Top Three Myths of Knowledge Management (KM) for Customer Service (Why KM is Hurting your Customers, and What You Can Do About It) by IntelliResponse November 2009 - (Free Research) Read this knowledge series paper for the top three myths of knowledge management as they relate to customer service. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Building Blocks for Private Cloud: Automation, Virtualization, and Cloud Service Management by newScale, Inc. May 2010 - (Free Research) This paper presents the building blocks for private cloud, which include virtualization, automation and cloud service management. Read on to learn more about each building block and how they can be used to create a successful private cloud. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Buy vs. Build Dilemma: Adding Embedded Analytics and BI by Tableau Software June 2010 - (Free Research) This podcast explores two options for integrating analytic and Business Intelligence (BI) features into existing applications.  Discover the benefits and drawbacks of each approach, and learn why your organizational culture should factor into your software decision. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

Presentation Transcript: The Buy Versus Build Dilemma by Tableau Software June 2010 - (Free Research) This transcript explores two options for integrating analytic and Business Intelligence (BI) features into existing applications.  Discover the benefits and drawbacks of each approach, and learn why your organizational culture should factor into your software decision. (PRESENTATION TRANSCRIPT) VIEW ABSTRACT | GO TO

Retail’s Mobility Imperative: A Measured Approach to the Emerging Channel by BlackBerry July 2010 - (Free Research) This study examines what’s driving retailers’ mobile strategies, where they’re focusing their time and money, and how they plan to measure their performance. In addition, view results of an exclusive survey of more than 300 executives at top U.S. retailers. Continue reading to learn more! (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

Frost & Sullivan: Better Service Margins at a Fraction of the Cost by GoToAssist July 2010 - (Free Research) New research from Frost & Sullivan details how to provide superior service while actually reducing costs and increasing margins. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

How to Get More from Your Existing Interactive Voice Response (IVR) by Raytheon BBN Technologies July 2010 - (Free Research) This paper explores how to reduce agent-handled call volume – by increasing self-service success and by routing more calls to the correct queue and to increase customer satisfaction with the IVR. Continue reading to learn how analyzing customer behavior inside your IVR will reveal fixable obstacles and frustrations that will make a big difference. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Online Commerce: The Game Has Changed – Have Retailers? by Art Technology Group (ATG) July 2010 - (Free Research) In the past couple years, online shopping by consumers has increased exponentially. The timeline for mobile shopping adoption has taken a huge turn as well with the overwhelming acceptance of smart phones. Continue reading to explore how the online commerce has changed and learn how the best retailers are changing with it. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

Harness Enterprise Data with SQL Server® 2008 R2 and New Intel® Xeon® Processors by Intel May 2010 - (Free Research) This paper describes game-changing innovations in SQL Server® 2008 R2, including self-service business intelligence (BI), server manageability, complex event processing (CEP), and Master Data Services.  (WHITE PAPER) GO TO WHITE PAPER

CollabNet Subversion Edge v1.0 by CollabNet July 2010 - (Free Research) Subversion administration comes with the common challenges of installing multiple components, difficulty with configuration, permissions issues, password resets, patch application, and lack of server health reports. (TRIAL SOFTWARE) GO TO

Yes You Can Connect Employees' Personal Smartphones by BlackBerry June 2010 - (Free Research) Read the following white paper to discover what you need to know to connect employees’ personal BlackBerry smartphones and how BlackBerry Enterprise Server Express can help. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Oracle Business Intelligence Suite Enterprise Edition Plus ---Technical Overview by Oracle Corporation February 2008 - (Free Research) Business intelligence (BI) needs to evolve such that it is no longer about reporting results but driving business processes. Learn how BI can bring you greater business visibility and insight to improve business performance. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

How to Ensure That Your Employees Will Want to Use CRM by Pivotal CRM, a CDC Software solution February 2009 - (Free Research) This paper outlines the technology building blocks that enable you to create an information-rich environment that empowers your workforce to perform at its peak. Learn how to use data to its fullest--without having to become IT experts. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Improving Employee Productivity with Cisco® Unified Mobility by Global Knowledge August 2009 - (Free Research) This white paper will focus on discovering and implementing Cisco's Unified Mobility solutions so that we can give our mobile employees an easier, and yet, more robust way of communicating, no matter the wired or wireless network they are currently connected to. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Check Point Abra: A Virtual Secure Workspace by Check Point Software Technologies Ltd. June 2010 - (Free Research) Read this paper to learn how Abra provides a convenient secure access to the corporate workspace, while pre­venting data loss and malicious activity from remote systems — at a significantly reduced cost over traditional endpoints. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Employee-owned Smartphones: Seize the Opportunity by BlackBerry July 2010 - (Free Research) With the increasing demand for employees to use personal smartphones for work-related duties, IT management must take a leadership role in setting up mobile strategies, new policies, and a fresh approach to allowing smartphones access to corporate resources. Continue reading to learn more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Data Protection Solutions at Midsize Organizations by Trend Micro, Inc. February 2008 - (Free Research) In January of 2008, a random sample of online technical newsletter subscribers at midsize companies (100- 5,000 employees) received an email invitation to participate in a survey about data protection solutions use at their organizations. The goal of the survey was to identify sources of and/or reasons for information security breaches and more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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