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Telephony/ CTI/ VOIP | Customer Relationship Management (CRM) | Unified Communications / Voice & Data Convergence | Customer Service (General) | Social Networks and Community Management | Data Security | Content Delivery Networks/ Web Application Acceleration | Virtualization | Customer Data Integration | Service Oriented Architecture (SOA)

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Globo.com customer story by SPSS Inc. Worldwide Headquarters May 04, 2009 - (Free Research) This Internet service provider/portal operator of Globo, Brazil's largest media conglomerate, delivers the content Brazilian Web users want using PASW Statistics. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Wireless Broadband Solutions for Service Providers by Motorola, Inc. March 02, 2009 - (Free Research) Motorola's wi4 Fixed Point-to-Multipoint Canopy residential and enterprise solutions enable service providers to gain important new revenue streams - as well as maximize end user satisfaction - by delivering high-speed wireless connectivity faster, easier and more cost-effectively to both residential and business customers. (DATA SHEET) VIEW ABSTRACT | GO TO

Voice over Internet Protocol (VoIP) Phone Hardening-- Part I by Global Knowledge May 01, 2009 - (Free Research) This paper presumes that your enterprise already has a data network security policy in place. It examines the many different settings that are available to help secure the Cisco IP Phones from potential hacker attacks, and it looks at a selection of Cisco secure infrastructure technologies that are especially useful for protecting voice systems. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Force.com Multitenant Architecture: Understanding the Design of Salesforce.com's Internet Application Development Platform by Salesforce.com March 09, 2009 - (Free Research) To meet the extreme demands of its large user population, Force.com's foundation is a metadatadriven software architecture that enables multitenant applications. This paper explains the patented technology that makes the Force.com platform fast, scalable, and secure for any type of application. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Force.com: Create and Run Any Application in the Cloud by Salesforce.com March 31, 2009 - (Free Research) Cloud computing is changing the landscape of information technology in a profound way. Building and running business applications with traditional software has always been complex, slow, and expensive. By replacing locally managed stacks of networking, hardware, and software resources with an Internet-based utility, this model has changed how.. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Case Study: Wind, Italy - Transforming The Business to Deliver Triple Play Services To Customers by Alcatel-Lucent November 2008 - (Free Research) Alcatel-Lucent introduced a business transformation program, enabling the delivery of a turnkey integrated triple play solution, for which it provided the design, testing, integration, deployment and maintenance. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Long Term Evolution (LTE) - An Overview by Motorola, Inc. December 2007 - (Free Research) The recent increase of mobile data usage and emergence of new applications such as MMOG (Multimedia Online Gaming), mobile TV, Web 2.0, streaming contents have motivated the 3rd Generation Partnership Project (3GPP) to work on the Long-Term Evolution (LTE). (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Differentiation through Service Excellence Driving Customer Loyalty and Service Profitability by SAP America Inc September 2008 - (Free Research) The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CEOs are recognizing that first-rate service is crucial to enhancing customer satisfaction. This paper explores the crucial links between customer service and customer satisfaction. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Best Practices for Controlling Skype in your Enterprise by Blue Coat May 2009 - (Free Research) Skype usage is continuing to gain ground in enterprises with over 250 million downloads worldwide. Management therefore needs to decide whether the benefits overcome the drawbacks and set appropriate policies within the organization. Read this paper for more details. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

IT Briefing: Using Cloud Computing to Accelerate your UC Deployment by Smoothstone IP Communications June 2009 - (Free Research) In this IT briefing, Zeus Kerravala, SVP of Enterprise Research from Yankee Group, will define unified communications, provide an overview of cloud computing based UC services, describe the corporate benefits of cloud computing and provide practical advice for companies that want to explore this as a viable deployment option. (IT BRIEFING) VIEW ABSTRACT | GO TO

SingTel Selects Alcatel-Lucent as Strategic Partner in IPTV Deployment by Alcatel-Lucent June 2009 - (Free Research) Read this case study to learn how SingTel, a major carrier in the Asia-Pacific region, overcame the challenges associated with providing new services and broadening their customer base. The solution allowed them to provide advanced IPTV features - including HD VoD - quickly and at aggressive prices, thereby affirming their place as a market leader. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Selecting an ERP Solution: A Guide by Infor November 2008 - (Free Research) This paper provides guidance on how to develop a good, simple strategy to evaluate and choose the right ERP software package for your company. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Identity-Enabled Web Services: Standards-based Identity for Web 2.0 - Today by Ping Identity Corporation June 2009 - (Free Research) Web Services are emerging as the preeminent method for program-to-program communication across corporate networks as well as the Internet. Securing Web Services has been a challenge until recently. This White Paper discusses how Identity-Enabled Web Services works, and why it is important. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Boom in Mobile Data Creates Backhaul Urgency by Alcatel-Lucent March 2009 - (Free Research) This paper will identify the challenges mobile operators face in the current environment; outline the steps they can take to evolve the backhaul network to support greater capacity at lower cost; and examine the role of a trusted partner in helping implement a mobile backhaul solution that meets their specific business imperatives. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Desktop Authority Password Self-Service Version 4.1.1 by ScriptLogic Corporation April 2009 - (Free Research) Desktop Authority® Password Self-Service™ provides an easy-to-use, robust system for allowing users to reset their own forgotten passwords or locked accounts, eliminating the biggest source of help desk calls. (TRIAL SOFTWARE) VIEW ABSTRACT | GO TO

A Guide To Building a Business Case for Self-Service Appointment Scheduling by TimeTrade Systems June 2009 - (Free Research) Organizations are using specialized enterprise software designed exclusively for scheduling and managing thousands, even millions, of appointments per year. This document is designed for a project leader or business consultant tasked with developing the business case for customer self-service appointment scheduling using EAS software. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Building Reliable IP Telephony Systems: How Architecture and Design Differentiate ShoreTel from the Competition by ShoreTel May 2009 - (Free Research) ShoreTel's architecture and design not only deliver high reliability, but do so in a very simple and cost-effective manner. This paper describes ShoreTel's unique approach to providing extremely reliable VoIP. (ARTICLE) VIEW ABSTRACT | GO TO ARTICLE

Ensuring Successful Voice Over IP Deployment by CA October 2008 - (Free Research) During this podcast learn what you can do at each stage of a VoIP deployment that will help you understand the capacity requirements of your current environment, smooth your transition to IP voice, expedite time to value and maximize ROI. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

The Next Generation of CRM - Engaging with the Empowered Customer in Turbulent Times by SAP America Inc April 2009 - (Free Research) In this Podcast, Dr. Volker Hildebrand, VP CRM Product Management, SAP, will discuss these significant trends and outline SAP's approach to a new generation of CRM that will help companies not only survive the current economy but emerge as a leader in the long run. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

KnowledgeNote: The C-Suite May Not Be Your Lead Sweet Spot by KnowledgeStorm, Inc (E-mail this company) May 2006 - (Free Research) Is the C-suite really the best source of early leads that will convert to revenue for your company? New research from KnowledgeStorm unveils some surprising results that call this common conception into question, and should have technology marketers re-examining their lead targeting strategies. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

How to Leverage the Network for Better Application Performance by Citrix November 2007 - (Free Research) This podcast examines some of the challenges and best practices with application performance management and its impact on the network. (PODCAST) GO TO PODCAST

IP Telephony: Reliability You Can Count On by ShoreTel May 2009 - (Free Research) This paper examines the effects of three different architectures on the ability to deliver IP-based telephony systems that are both highly available and cost effective. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The benefits of VoIP islands by Orange Business Services June 2009 - (Free Research) In this podcast, expert Jon Arnold explains how voice-centric IP PBXs are limited compared to converged communications, which can integrate other modes such as video, chat, email, etc. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

Using cloud computing to accelerate your UC deployment by Smoothstone IP Communications June 2009 - (Free Research) In this webcast, Zeus Kerravala, SVP of Enterprise Research from Yankee Group, will define unified communications, provide an overview of cloud computing based UC services, describe the corporate benefits of cloud computing and provide practical advice for companies that want to explore this as a viable deployment option. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Learn how to Enhance your Online Customer Relationships by Actuate May 2009 - (Free Research) To truly meet the needs of the modern banking customer, banks must do more than simply provide multi- siloed, disconnected, and inconsistent channels. This business whitepaper includes recommendations from a leading analyst on driving customer retention. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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