White Papers

 

How to manage the outsourcing relationship for maximum business value
Mercury

By outsourcing IT projects such as quality and performance testing, your company can increase the strategic value of its internal IT organization and cut IT operations costs at the same time. That’s why, according to Gartner, global outsourcing deals will rise 30 percent by 2005 and the global business process outsourcing market will soon exceed $130 billion.

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The Reinvention of Workforce Management
New Implications for Today’s Enterprise
Witness Systems

This paper provides an overview of workforce management and its evolution. It addresses the new external drivers re-shaping contact centers today, details how workforce management has been “reinvented” to uniquely include performance management and e-learning functionality, and highlights the drivers around this movement. It also takes a look at the future of workforce management, profiling the benefits of investing in an end-to-end solution.

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The Reinvention of Quality Monitoring
Witness Systems

This paper addresses the shortfalls of traditional quality monitoring and discusses how quality monitoring is being reinvented to meet the needs of successful enterprises now and in the future.

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Migrating To A Converged Network
Avaya

Many enterprises with distributed operations, and branch locations find themselves with a network architecture and topology that were designed based upon the constraints of the dominant Voice/TDM paradigm of the last several decades. A leading industry analyst has aptly characterized the situation in the following way, “We are finding many enterprises are stuck in the dominant network paradigm of the late 20th century and have not fully realized the advances that have been made in converging and integrating networks and the exciting new applications that can run on these 21st century environments. There are tremendous cost savings and productivity enhancements for those willing to challenge the old models.”

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2005 Global IT Outsourcing Study
Diamondcluster

This While IT outsourcing is now an established management practice the landscape continues to change in surprising ways. DiamondCluster’s 2005 Global IT Outsourcing Study reveals that buyers in growing numbers are: dissatisfied with offshore service providers, prematurely terminating contracts and struggling to harvest the full value of their outsourcing relationships. While India and the US are still the top locations for outsourcing services, interest in China is growing, which is bound to put downward pressure on rates.

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IP Telephony and the Contact Center
Avaya

Does it make good business sense to operate your mission-critical Contact Center on IP based technologies? This paper explores the business benefits and operational models where unique Avaya contact center solutions are deployed on IP based networks for immediate and compelling financial return.

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Business Process Outsourcing – the future is clear
LogicaCMG

The recent hype describes Business Process Outsourcing (BPO) as an emerging solution all organisations should consider. This generates many varying opinions of how this market will develop, all claiming a degree of foresight supported by various options and scenarios. However the future direction of BPO can be accurately predicted. We will show how an outsourcing market, very similar to BPO, has been developing over the last twenty years, and how this example can be used to demonstrate the likely progression of the BPO market, and what this will mean to both BPO service providers and users alike.

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Best Practices for IP Deployment in a Multivendor Environment
NSC Enterprise Solutions

This paper looks at the many benefits of IP Telephony and provides six tips to make sure you fully realise all the benefits.

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Social Media and the Customer Experience
Parature

Social media is making its mark on just about everything these days.The number of people taking to social networks is staggering, impacting everything from news reporting to political campaigns to Tupperware parties. As usage explodes, the focus has rapidly shifted from adoption to the way businesses can leverage all the activity to their benefit.They’re not only using it internally to become a part of the discussion with their own social outreach, but attempting to harness the information flowing from constituents to improve processes across departments.

One functional area that’s been particularly impacted is customer service.

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