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 TitleDate AddedCompany
whitepaper Mashing it up with Support: Automate, Coordinate and Collaborate with the Incident Escalation Mashup2008-06-19 Serena Software
  Keep your internal customers, support and development teams informed--from first call to final fix--with insight at every step along the way. View this Serena webinar to see how Business Mashups drive productivity throughout IT, starting with the main internal customer entry point--the IT help desk.

Serena Software master masher Summer Ficarrotta shows you how Business Mashups automate and coordinate the way incidents are captured, routed, escalated and resolved through IT Support and Application Development. She also demonstrates one of Serena's free pre-built Business Mashups, the Incident Escalation Mashup, which helps escalate issues and routes them through development's issue tracking system.

With Serena's Incident Escalation Mashup you can restore business applications fast. This Business Mashup offers:
  • Faster and more accurate communication with application users
  • Visibility into incident status and activity, from capture and escalation through resolution
  • Auditable, traceable processes that ensure your best practices are followed
View Serena's Webinar today and "Mash Support!"

Tags: Customer Support Services, Software Project Management, Collaborative Web, IT Reliability, Application Development		   
whitepaper Eight Strategies for First-rate Customer Service2008-06-10 Cisco Systems
  Are you providing your customers with the satisfying experience that will keep them coming back? In a marketplace where too many products and services are chasing too little demand, businesses face a daunting challenge: do everything possible to attract and retain customers. Customer service starts by offering both a trouble-free shopping experience and a smooth business transaction. But now more than ever it's also about anticipating and meeting a person's or company's wants, not just needs. View this page to see eight strategies that will create relationships with your customers that keep them coming back.

Tags: Call Center - Contact, CRM Software, Sales - Marketing, Strategic Planning		   
whitepaper APE: An Automated Performance Engineering Process for Software as a Service Environments2008-06-07 Hewlett-Packard
  The Software as a Service (SaaS) paradigm is changing the way in which businesses procure software solutions. A service provider hosts the software solution amortizing management and infrastructure costs across the businesses it serves. For complex software offerings, each business may use a given software platform in very different ways. This need for customization can pose performance challenges and risks for those hosting the software as a service. This paper presents an Automated Performance Engineering (APE) process for transaction oriented enterprise applications that supports infrastructure selection, sizing, and performance validation for customized service instances in hosted software environments.

Tags: Software Engineering		   
whitepaper Danske Spil Ensures Maximum Uptime With 24x7 Support2008-06-01 Oracle
  Danske Spil wanted to maintain expected high performance, short response times, and quality service despite increasing transaction volume. The challenge was to provide real-time information to support online drawings that require immediate updates to results, prices, and prognoses and supports expansion of internet gaming access to all hours of the day. Danske Spil implemented Oracle Premier Support to maintain a high level of service for its Oracle infrastructure software - especially important in critical situations and gained confidence with unlimited, lifetime support of former Oracle Database versions, ensuring that the company is not forced to update the databases before the business need arises.

Tags: Knowledge and Data Management, Customer Support Services		   
whitepaper DePaul University Transforms Student Services and Support With Case Management System2008-06-01 Oracle
  DePaul University is the largest Catholic university in the nation, enrolling more than 23,000 students. DePaul University wanted to fulfill the university's vision to provide the best customer service and student experience. The challenge was to personalize communications and increase student retention. DePaul University implemented Oracle's PeopleSoft Enterprise Customer Relationship Management (CRM) to manage contacts - including marketing campaigns and surveys - with students and realized immediate results when a pilot program survey that asked minority students to identify their stress levels alerted the university to five students at risk of dropping out and enabled staff to counsel and ultimately retain them.

Tags: CRM Software		   
whitepaper Scholastic Corporation Deploys Effective and Efficient Customer Relationship Management Solution2008-06-01 Oracle
  Scholastic wanted to develop an effective corporate-wide Customer Relationship Management (CRM) vision that leverages the individual business units' products and customer relationships and achieves a 360-degree view of the customer. The challenge was to increase visibility and efficiency for all independently run lines of business and examines business processes to most effectively deliver on vision and leverage existing investment in Oracle CRM applications. Scholastic worked with Oracle Insight to understand Scholastic's strategic direction and collaboratively develop a CRM vision and gained a clear understanding of Scholastic's key strategic strengths, objectives, issues, and challenges.

Tags: CRM Software		   
whitepaper IMSERSO Accelerates Introduction of Law for Care of the Elderly and Disabled; Quickly Obtains Results2008-06-01 Oracle
  The Institute for the Elderly and Social Services (IMSERSO) wanted to introduce a robust and reliable solution that will allow IMSERSO to quickly apply the "Law for Dependent People" and obtain immediate results as well as implement an open IT system to allow easy integration with bodies such as municipal and regional governments. The challenge was to manage processes needed to implement the law, such as evaluating dependence levels, recognizing rights, configuring services, calculating grants, and determining follow-up actions. IMSERSO worked with Oracle Consulting and Accenture to implement Oracle's Siebel applications in just six months, enabling IMSERSO to manage processes established in the Law for Dependent People.

Tags: Database Applications		   
whitepaper Hospitality ISP chooses HP Thin Clients for high reliability, low cost, security, and IT management2008-06-16 Hewlett-Packard (HP)
  Do you need to find a secure solution for public access to the Internet to protect user passwords and block information from other users seeing that they had just accessed? Do you need a reliable solution with no hard drive crashes? Do you need to reduce IT costs and obtain a higher ROI on overall technology investment?

Read how an Orlando-based network provider for the hospitality industry found a reliable, secure, and cost-effective alternative to standard mobile products to provide public Internet access.

Tags: Thin Clients, Data Recovery - Security, Finance, Cost Control - Risk Mgmt.		   
whitepaper Genworth Financial Realizes Substantial Cost Savings, Operational Efficiencies, and Customer Service Enhancements Through Home Agent Solutions Enabled by Avaya Intelligent Communications2008-06-01 Avaya
  Genworth Financial, Inc., is a global company with over 15 million customers. In order to provide prompt, high-quality customer service they require a large staff of financial specialists. They needed a communications solution that would enable them to eliminate geographical barriers so they could hire and deploy agents from a nationwide pool of talent, rather than being limited to specific geographical areas. The company has deployed a multi-location contact center solution that leverages the Avaya Flatten-Consolidate-Extend model. Their solution includes Avaya Communication Manager and Avaya Call Center, Avaya S-Series Servers, Avaya Media Gateways, Octel 250 Aria Systems, Modular Messaging with Speech Access, Interactive Response (IVR), NICE Call Recording, Business Advocate, and mobility capabilities.

Tags: Application Servers, Call Center - Contact		   
whitepaper excelleRx, the Market Leader in Pharmaceutical Hospice Care, Relies on Experts to Create a World-Class Contact Center2008-05-30 Nortel Networks
  An essential part of excelleRx operations is having its network always available and operating at peak efficiency. Given the critical nature of its business, excelleRx required a best-in-class implementation that would enable continuous and uninterrupted call volume while seamlessly aligning with its business objectives. Nortel provided end-to-end, turnkey Global Services, including Planning and Design, Implementation and Integration, and Support and Maintenance services of the excelleRx contact centers. Nortel's expertise allows excelleRx to continue to evolve as a business. These Nortel resources are supporting two Nortel Communication Server 1000s, two Nortel Media Processing Server 500s, two Nortel Contact Center Manager (CCM) systems, two Integration Package for Meridian Link servers, and two CallPilot voicemail systems.

Tags: Application Servers, Call Center - Contact