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Measuring Call Center Key Performance Indicators To Optimize Cost, Quality by Contactual, Inc. February 15, 2010 - (Free Research) In a recent interview, SearchCRM.com spoke with Eric Zbikowski, co-founder and managing partner at MetricNet, LLC, a provider of performance metrics and scorecards for corporations worldwide to learn tips for measuring call center KPIs without sacrificing call quality. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

Dispelling 6 Common Myths about On-demand Call Center Solutions by Contactual, Inc. February 11, 2010 - (Free Research) The inability of early prototypes of on-demand contact centers to deliver feasible solutions for contact center users only served to reinforce the superiority of on-premise solutions, creating a number of myths which today have no bearing at all. This paper presents the 6 myths of on-demand call center solutions and debunks them all. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Using Microsoft Active Directory to Address Payment Card Industry (PCI) Data Security Standard Requirements in Heterogeneous Environments by Centrify Corporation February 18, 2010 - (Free Research) This white paper examines the business and technical case for centralizing administration in Microsoft’s Active Directory, using Centrify’s DirectControl and DirectAudit. Combined, Active Directory, DirectControl and DirectAudit provide a comprehensive solution to address specific PCI DSS requirements. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Challenges and Opportunities of the Payment Card Industry: A White Paper by the IT Compliance Institute by Tripwire, Inc. January 2007 - (Free Research) Enterprise businesses require the control framework involved in the PCI DSS to help improve internal operational, security and audit performance. This white paper details how alignment of business and PCI goals is important to ensure continuity and meet all internal security standards. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

PCI DSS Ambiguities and How to Overcome Them by SonicWALL January 2010 - (Free Research) In this presentation, security expert Ed Moyle answers PCI DSS questions that pose the greatest challenge to enterprises, outlines recent and upcoming clarifications from the PCI Security Standards Council regarding often misinterpreted requirements, and discusses strategies used in the field to help reduce the complexity. (VIDEO) VIEW ABSTRACT | GO TO

Build Trust by Connecting Security Operations and Compliance by Tripwire, Inc. September 2008 - (Free Research) Check out this case study to learn how Vesta implemented Tripwire® Enterprise to continuously monitor IT infrastructure for all unauthorized change, which helps maintain known, trusted, and compliant system environments and ensure audit requirements are met. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Regulatory Compliance Alignment: Antivirus support of compliance with HIPAA, SOX, GLB, PCI DSS and FISMA by ESET January 2010 - (Free Research) This report provides the information necessary to determine where antivirus solutions may help an organization to comply with the following regulatory requirements: HIPAA, SOX, GLBA, PCI DSS & FISMA. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Beyond Payment Card Industry (PCI) Checklists: Securing Cardholder Data with Enhanced File Integrity Monitoring by Tripwire, Inc. March 2009 - (Free Research) This whitepaper examines two areas of technical controls required by the PCI DSS relevant to configuration and change, which help security practitioners prevent breaches and get out from the PCI DSS checklist false sense of security. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Achieving PCI DSS Compliance Through Security, Reliability and Consistent Policy Control by SonicWALL January 2008 - (Free Research) Ensuring Payment Card Industry (PCI) compliance requires expert understanding of data storage and encryption requirements, device integration considerations, and logging and reporting parameters for distributed networks. This white paper covers PCI compliance, what it means, and how to go about achieving it. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Dell and Microsoft solutions help ServiceU deliver reliable system performance and create a virtualized environment that reduces power consumption by 50 percent by Dell and Microsoft February 2009 - (Free Research) ServiceU Corporation was challenged to deploy reliable hardware to support its Microsoft® SQL Server® 2008 environment and virtualize other applications to enhance business flexibility. Read this case study to learn about the benefits that ServiceU achieved through by implementing Dell hardware and Microsoft Hyper-V technology. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

E-Invoicing / E-Billing in Europe: Taking the next step towards automated and optimized processes by Crossgate February 2010 - (Free Research) A business can save 1-2% of its turnover by replacing paper invoices and optimizing related processes. Electronic and automated invoice processes can return a savings of 60-80% compared to traditional paper processing. Projects typically result in a payback period of 0.5-1.5 years. This report imparts useful information for achieving these results. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Six Ways to Reduce PCI DSS Audit Scope by Tokenizing Cardholder Data by nuBridges, Inc. March 2010 - (Free Research) This paper explores the use of tokenization as a best practice in improving the security of credit card transactions, while at the same time minimizing the cost and complexity of PCI DSS compliance by reducing audit scope. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Top 5 PCI DSS Ambiguities and How to Overcome Them by SonicWALL February 2010 - (Free Research) In this IT briefing, security expert Ed Moyle answers PCI DSS questions that pose the greatest challenge to enterprises, outlines recent and upcoming clarifications from the PCI Security Standards Council regarding often misinterpreted requirements, and discusses strategies used in the field to help reduce the complexity. (IT BRIEFING) VIEW ABSTRACT | GO TO

Mobile Security Report 2009 by McAfee, Inc. December 2009 - (Free Research) Device manufacturers are balancing control with innovation, a dynamic that often controls the mobile ecosystem. This is why the McAfee Mobile Security Report 2009 is taking a closer look at manufacturers’ security experiences, their concerns and priorities, and their approach to major security challenges that lie ahead of them in the near future. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Market Research Brief: PCI Compliance by Tripwire, Inc. January 2010 - (Free Research) Read this research briefing to gain insight into specific aspects of PCI compliance, particularly how to ensure and validate your ability to protect confidential customer data. Plus, learn how IT and security professionals view the various threats and challenges to their efforts to protect their organizations’ critical data. (ANALYST BRIEF) VIEW ABSTRACT | GO TO

Nota Fiscal Compliance in Brazil : On Demand Service Lowers Risk and Costs by Crossgate February 2010 - (Free Research) According to a new law, Brazilian companies must now comply with Nota Fiscal Eletronica (NF-e). This will gradually replace hard-copy nota fiscals with an electronic counterpart. Since most systems were not designed for such extensive regulation, many companies find it best to leverage a service provider to manage this as an outsourced service. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Complying with Brazil’s Nota Fiscal Electronica (NF-e) by Crossgate February 2010 - (Free Research) According to a new law, Brazilian companies must now comply with Nota Fiscal Eletronica (NF-e). This will gradually replace hard-copy nota fiscals with an electronic counterpart. Since most systems were not designed for such extensive regulation, many companies find it best to leverage a service provider to manage this as an outsourced service. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Network Security : Dolphin Fast Food®/Burger King® Franchisee Case Study by SonicWALL January 2010 - (Free Research) Dolphin Fast Food was faced with several challenges of a vulnerable and unreliable wireless deployment including the need to comply with PCI and corporate regulations, unreliable service, and malware attacks. Read this case study to learn how Dolphin Fast Food found a solution with SonicWALL to provide reliable and compliant wireless access. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Architecting PCI DSS compliance with encryption, tokenization, and key management by Thales March 2010 - (Free Research) Securing cardholder data is not just about passing annual PCI DSS audits. Depending on your key management architecture, you could be spending too much time maintaining compliance or not even meeting the PCI DSS requirements for scope reduction. View this webcast to learn more about where encryption and tokenization fit in a merchant architecture. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

It All Starts with Log Management: Leveraging the Best in Database Security, Security Event Management and Change Management to Achieve Transparency by LogLogic, Inc. January 2010 - (Free Research) In this paper you'll learn that there is still a great deal of work to do to achieve total transparency for compliance, information security and IT operations. Read on to learn how companies are moving beyond disparate, unconnected systems to build enterprise transparency on a centralized Log Management foundation. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Standardize Systems for Audit Readiness and Improved Stability by Tripwire, Inc. December 2009 - (Free Research) Sitel, Inc is a global provider of business process outsourcing (BPO). They needed to establish audit readiness and compliance across multiple regulatory standards and at the same time develop multi-tier change and configuration controls. Read this brief paper to learn how Tripwire was able to help Sitel meet all their needs and more. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Accounts Payable: Building a “Lean and Green” Invoice-to-Pay Process by Dolphin Corporation March 2010 - (Free Research) Business processes are expected to run lean and green. The Accounts Payable process that runs with optimal efficiency and accuracy will diagnose bottlenecks in seconds, generate minimal waste and keep vendors and partners happy with fast inquiry response and timely payments. Read this paper from Dolphin Corporation to learn about automating AP. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Microsoft Online Services Business Value by Microsoft June 2009 - (Free Research) Microsoft® Online Services provide businesses with subscription-based Microsoft-hosted online services that offer access to rich communication, collaboration, and productivity applications from anywhere. Read this white paper to learn more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

How To Kiss Your On-Premise Call Center Goodbye by Contactual, Inc. March 2010 - (Free Research) This webcast discusses how on-premises call centers are outdated and inhibit the delivery of first-rate customer experience. Tune in and learn how your company can improve and simplify contact center operations while dramatically lowering costs via the Software as a Service (SaaS) model. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

A Guide to Understanding the Business Case for Software-as-a-Service Solutions for Web Content Management by Clickability, Inc. January 2009 - (Free Research) Worldwide economic issues are forcing companies of all sizes to reconsider strategies, tactics, and budgets. How can companies innovate while still operating with fiscal responsibility? For a growing number of companies, the software-as-a-service model for web content management (WCM) is the answer.  Read this paper to find out more about SaaS WCM. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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