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University Bound: A Case Study
Five9
2/6/2014 9:58:23 AM
Call centers today need the right technology to empower agents and help them monitor and manage client campaigns. University Bound, a digital marketing agency that helps colleges recruit students, wanted to be able to generate large numbers of student leads, increase speed to lead, and measure agent performance.

To do this, they chose a cloud-based contact center platform. View this brief case study to learn why University Bound chose this platform, and discover the benefits they experienced, including:

- High functionality and easy-to-access data
- 1 minute speed-to-lead time
- Better reporting tools to measure performance
- And more

Case Study: NJ 2-1-1 Success Story: Passing the Ultimate Test
Five9
2/6/2014 9:55:00 AM
As an emergency information provider, NJ 2-1-1 needs to get the right answers to their customers as fast as possible. When the company realized their legacy contact center couldn't support the necessary call volume, they knew they needed to upgrade.

Check out this brief case study to learn how NJ 2-1-1 implemented a virtual, cloud-based contact center system that successfully handled over 90,000 calls when 2012's Hurricane Sandy hit. Discover the benefits of this system, including:


-Fast, flexible call routing and integration with other providers
-Voicemail box setup for calls that can't be immediately addressed
-Web-based resources so customers and employees have real-time access to data
-And many more

DirectBuy San Diego Success Story: Revving Up Calls- and Profits
Five9
2/6/2014 9:54:29 AM
DirectBuy, a wholesale-direct seller of consumer products and services, was having trouble with a slow outbound calling process. Their contact system was too rigid - it only allowed one-to-one calls and had not efficient means of weeding out "do not call" customers. As a result, DirectBuy suffered from frustrated agents and high cost-per-member.

Check out this brief case study to learn how DirectBuy implemented a cloud-based outbound call automation software in order to reach more prospective clients and handle calls more efficiently. Read on to learn about the specific benefits this tool offers DirectBuy, including:

-Tripled rate of outbound calls
-Decreased cost-per-member by $300
-Lowered leads-per-member by 10
-And more

Customer Magazine: Strategic Solutions Series (JD Power)
JD Power
1/24/2014 10:38:55 AM
Your contact center relies on benchmarking performance to assess and strategize key business objectives. But, is your organization falling victim to benchmarking hazards? In this whitepaper, Mark Miller, senior director of contact center solutions at J.D. Power, explains benchmarking hazards to avoid and tips to improve your benchmarking strategies. These true benchmarks can help an organization reach targets and maintain a culture of ongoing improvement.

Fixing the Everyone Problem
Varonis
1/22/2014 2:55:14 PM
Every organization stores volumes of data on their file servers, NAS devices, and in SharePoint and Exchange, yet it is almost impossible to manually answer critical data management and protection questions. Read this whitepaper to find out how to automate access control clean-up and management - with no performance impact.

The Essential Guide to US Compliance and Regulations
Varonis
1/22/2014 2:52:26 PM
This comprehensive whitepaper reviews key data protection legislation and helps you answer: Does this regulation apply to me? What are my obligations and requirements? How do I achieve compliance? What are the fines and legal ramifications of non-compliance? It covers HIPAA/HITECH, SOX, GLB, FCRA, and EU Safe Harbor Laws.

Faster SharePoint Migrations with Varonis
Varonis
1/22/2014 2:43:00 PM
Varonis data governance software can help expedite and streamline the migration of unstructured data from file shares to SharePoint servers and once complete, Varonis can continue to provide the recommendations for access controls that will ensure need to know based access that is in step with data growth.

VoIP Security: More Than Just IT Risk
VoIPShield
1/14/2014 2:34:55 PM
With VoIP adoption on the rise, businesses face growing risk from a wide range of threats targeted at their data networks. VoIP may be attractive for its economic benefits, but without proper security in place, it will be the weak link in your data security chain that hackers will quickly exploit. This new White Paper is based on research from across the IT sector, and was authored by the highly-regarded analyst consultancy, J Arnold & Associates.

Defend Against Injection-based Attacks
Klocwork
1/7/2014 4:52:28 PM
It goes without saying that as software becomes more prevalent in our daily activities, it becomes imperative that we implement that software in the most secure manner possible.

Software is everywhere and touches everything we do - from the computers we work on to life-saving insulin pumps and pacemakers. Software controls and manages the embedded systems that provide us with electricity, water, natural gas, transportation, communications, and more. Increasingly, all these devices and systems are connected to each other behind the scenes, resulting in a growing "network effect".

Couple this with end-users that expect devices to work properly and don't want to think about the technical ramifications of the software being used and we begin to realize how important it is to write code that is resistant to malicious attack.

This first in a series of white papers explores the most common security vulnerabilities currently plaguing the software development industry, and presents different ways in which Static Code Analysis, or SCA, can detect them. When you download "Defend Against Injection Based Attacks" you will learn:

- A detailed description of the weakness
- How each weakness presents itself to the end user and the developer
- An explanation of the mitigation strategies to help resolve each issue

Making the Leap: Taking your Call Center to the Cloud
Genesys
1/2/2014 2:59:09 PM
If you manage or work in a call center, you're aware that customer frustration is one of the biggest challenges you face. But even the best-managed call centers can only do so much. Fortunately, there's a new way to handle customers where they can feel like they have more control, can get their answers more quickly and get their problem resolved faster.

In this white paper, you will learn why moving to the cloud for SMS messaging, inbound IVR, mobile marketing, and proactive communications in your call center will make for a better customer experience.

Upgrade or Replace?
Mitel
12/12/2013 2:10:47 PM
If you're not getting the most out of your contact center software, it's time to consider something new. But are you in need of an upgrade or should you opt for a new solution altogether? This guide will help you determine if you're ready for an update and whether you should upgrade your software or replace it.

Getting Smart on Analytics in the Contact Center - Measurement is the First Step in the Process
IQOR
12/5/2013 4:41:45 PM
The promise of Big Data has many forward-thinking contact center leaders dreaming of the insights it can deliver, but getting from raw data to actionable insight is a multistep journey that begins with deep thinking about the measurements that matter most. We believe that by taking comprehensive measurements, interpreting them in a scientific way, and then sharing the analyses with relevant stakeholders and contact center leaders can put Big Data to work, driving strategic customer initiatives at the highest levels of the organization.

Understanding Your Customers' DNA - The Key to Intelligent Connections
IQOR
12/5/2013 4:40:33 PM
Your contact center can handle hundreds of millions of customer interactions each year. At iQor, we believe each and every one of these calls, emails, chat sessions, and social media responses generates a series of important data points - small but useful clues, like strands of DNA. Utilizing the right digital network, infrastructure, tools, and processes to analyze, innovate and act, today's advanced contact centers can assemble these strands to help organizations develop a deeper understanding of their customers and, in turn, connect with and delight them more intelligently. Learn to better understand your customers' interactions.

3 Must Follow Guidelines for Mitigating M2M Software Security Risks
Klocwork
12/2/2013 10:27:58 AM
Everywhere we turn today, we find software embedded in our lives – from our smart phones and cars to the planes we fly in and the life saving equipment in hospitals. As all these systems continue to evolve and become more connected to each other and to the internet, the risks associated with unsecured code grow too. And not always from malicious hacking attempts; faulty code in many of these applications can present significant security risks.

Download the “Three Must-Follow Guidelines for Mitigating M2M Software Security Risks” whitepaper from Klocwork and learn why embedded software teams need to follow just a few critical guidelines to protect their systems, including:

• Why address security early, and how to take defensive measures against security threats
• How and why to build security in at the development stage
• How to protect systems against unauthorized changes and malware attacks

The State of the Cloud Computing Marketplace: The Need for a Trust-But-Verify Software Licensing Approach
Flexera Software
10/7/2013 9:43:58 AM
Enterprises are accelerating their use of cloud computing because it provides such an attractive value proposition. This value proposition is enhanced through usage-based licensing. However, the difficulty of monitoring usage-based licensing has slowed its adoption. Flexera Software, the market leader in software license compliance management solutions, makes it possible to efficiently deploy usage-based licensing models. The company's solutions empower application producers to implement a broad spectrum of licensing models within a single product-from strict enforcement to a more open trust-but-verify approach-to maximize software revenues and ensure compliance.

The State of the Cloud Computing Marketplace: The Need for a Trust-But-Verify Software Licensing Approach analyzes the popularity of cloud computing with software publishers. The paper also explores new pricing models developed by cloud providers-including usage-based licensing.

The Forrester Wave™: File Sync And Share Platforms, Q3 2013
IBM
9/30/2013 12:21:46 PM
Sharing files is something that nearly every business in the world does on a daily basis, and IBM has built a robust set of file sharing and sync tools that makes sharing information extremely easy, efficient and secure. Many solutions in market are designed for consumers and are lacking the security and controls that businesses require. Where IBM stands apart is by tightly integrating file sharing into the social collaboration experience and with external systems of record. Download this Analyst report to read by IBM SmartCloud for Social Business was cited as a leader in The Forrester Wave™: File Sync And Share Platforms, Q3 2013 report.

Taking collaboration to the cloud
IBM
9/30/2013 12:19:43 PM
The 25-point plan and the Cloud First policy both encourage and pressure Federal CIOs to find cloud solutions that can result in significant cost take-outs in the IT support model. A good place to start is with applications and services that are standardized and need very little customization, such as social collaboration software. Social collaboration software and tools offer the power of social media tools to spark innovation and collaboration on the web.

Given the budget and mission pressures that are the norm in government today, these tools can help your employees be more productive and collaborative. Download the complimentary whitepaper to learn more about taking collaboration to the cloud.

IBM SmartCloud iNotes Security
IBM
9/30/2013 12:17:28 PM
IBM SmartCloud iNotes is a security-rich, Web-based e-mail service that provides essential messaging and calendaring capabilities to businesses of all sizes.

At IBM, we strive to implement security and privacy best practices. Our security controls provide a range of e-mail protections while enabling business operations. SmartCloud iNotes helps protect our customers' information through
governance, tools, technology, techniques, and personnel, each of which we discuss in more detail in this white paper.

IBM SmartCloud Notes Security
IBM
9/30/2013 12:15:22 PM
SmartCloud Notes is a full-featured email, calendar, contact management and instant messaging service in the IBM cloud. IBM SmartCloud Notes helps to protect our customers' information through governance, tools, technology, techniques, and personnel. At IBM, we strive to implement security and privacy best practices. The SmartCloud Notes security controls provide a range of protection of e-mail while enabling business operations.

The Forrester Wave™: Cloud Strategies Of Online Collaboration Software Vendors, Q3 2012
IBM
9/30/2013 12:12:42 PM
In Forrester's 38-criteria evaluation of the cloud strategies of online collaboration software vendors, we identified eight significant collaboration services providers - Box, Cisco Systems, Citrix Online, Google, IBM, Microsoft, salesforce.com, and Yammer - in the category and researched, analyzed, and scored them.

This report details our findings about how well each vendor fulfills our criteria for constructing an online collaboration service and where they stand in relation to each other. Given the relative immaturity of this market and the nature of client questions about it, Forrester chose to evaluate the overall strategies of these providers across criteria like global footprint, service-level agreements, mobile support, enterprise readiness, and more. This report and associated Excel model highlight the key criteria CIOs and their staffs should evaluate when looking at prospective providers of online collaboration services.

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