Customer Experience Management (CEM) Software, Hardware, Services and Research Papers

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Customizable Customer Relationship Management (CRM) Suite for Enterprises
by: CDC Software - Pivotal CRM.

Online Video: The New Merchandising

by Akamai Technologies.

September 2008 - (Free Research) This white paper examines the trends in eCommerce video applications, current customer and eRetailer attitudes, and the challenges to successfully delivering high quality online video into their online merchandising strategy.

(WHITE PAPER)

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E-Book: Making Real-time Information a Reality in the Contact Center

by Genesys Co.

September 2008 - (Free Research) This E-book from SearchCRM.com explores best practices and strategies for using real-time information in the call center.

(E-LEARNING TUTORIAL)

VIEW ABSTRACT | GO TO E-LEARNING TUTORIAL

Delivering the Power of Choice with Microsoft Dynamics CRM

by Accela Communications

September 2008 - (Free Research) The mindset for acquiring CRM solutions is no longer about simply adding technology but rather about buying solutions that fit into your existing business environment and that your people will actually use.

(WEBCAST)

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Proactive Contact Center Management: A New Paradigm for Driving Continuous Improvement?

by Genesys Co.

June 2008 - (Free Research) This white paper is intended to give you a sense of what these new proactive management technologies can do for you, and to help you establish criteria for evaluating products in this arena.

(WHITE PAPER)

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The Intelligent Customer Front Door: Go Beyond the Limitations of Traditional Interactive Voice Response (IVR) to Deliver Superior Customer Service

by Genesys Co.

June 2008 - (Free Research) This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage.

(WHITE PAPER)

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Genesys Global Consumer Survey - 2007

by Genesys Co.

March 2008 - (Free Research) This survey highlights the importance of the contact centre experience and the direct impact it can have on revenue and consumer loyalty, it also reveals some interesting trends in consumer expectations.

(WHITE PAPER)

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The Intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction

by Genesys Co.

March 2008 - (Free Research) Download the new business paper, The intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction and discover how your contact center can actually anticipate customers' needs and allow them to control the interaction.

(WHITE PAPER)

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Thriving in an Economic Downturn

by Avaya, Inc

August 2008 - (Free Research) This e-guide that takes you through the latest contact center technologies, and how they can help you develop brand differentiation, elevate customer loyalty, and keep costs low — even when everyone is tightening their budgets.

(WHITE PAPER)

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The Pursuit of the Perfect Order

by Inovis USA, Inc

September 2008 - (Free Research) This whitepaper explores the pursuit of the perfect order and implementing a multienterprise business process platform. Learn how to come as close as possible to attaining the ultimate goal through increased visibility via business process automation.

(WHITE PAPER)

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Supercharging Site Performance for Unmatched Holiday Success

by Akamai Technologies.

June 2008 - (Free Research) This webinar is on best practices for optimizing online customer experience, as well as best practices in terms of overall holiday planning.

(WEBCAST)

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Optimizing Rich Internet Application Performance

by Akamai Technologies.

June 2008 - (Free Research) The webcast discusses why web users want RIAs? how businesses are benefiting from RIAs? and how to put RIAs to work for your organization?

(WEBCAST)

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Akamai Application Performance Services for the Manufacturing Industry

by Akamai Technologies.

Akamai Technologies managed services address core weaknesses of the public Internet, using the Akamai platform - 25,000 servers across 69 countries - to detect and avoid problem spots.

(SERVICE)

GO TO DETAILED REPORT

Accelerating the Delivery of On-Demand Applications to Meet Escalating Expectations of Corporate Customers

by Akamai Technologies.

March 2008 - (Free Research) The purpose of this whitepaper is to examine the escalating service delivery requirements of the SaaS marketplace.

(WHITE PAPER)

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Improving Customer Experience in the Insurance Industry - Leveraging the Power of an Enterprise Personalization Platform

by Exstream Software.

April 2008 - (Free Research) The purpose of this paper is to discuss the importance of an enterprise personalization platform that streamlines front-end and back-end document creation processes for straight-through processing, while allowing you to leverage custome…

(WHITE PAPER)

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Benefits and Advantages of Recording and Archiving Calls

by Teleformix.

July 2008 - (Free Research) ECHO digital recording solution brings a whole host of advantages, including dispute resolution, liability management, evaluation support, and more.

(WHITE PAPER)

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Whatever Happened to Service?

by SERVICEPower.

June 2008 - (Free Research) After investigating the market, Quality Store selected an integrated retail scheduling system from SERVICEPower that provides guaranteed client and customer service results.

(CASE STUDY)

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Customer Satisfaction with Email Archiving Systems

by Sunbelt Software.

August 2008 - (Free Research) This paper compares Sunbelt Exchange Archiver (SEA) with a cross-section of other email archiving offerings.

(WHITE PAPER)

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IT Leadership Strategy: How to Provide World-Class Help Desk Support

by Citrix Online-GotoAssist

July 2008 - (Free Research) Attend this Webinar to get an under-the-hood look at how GoToAssist Corporate remote support enables the IT organization to be the engine that keeps your end users productive and your company running.

(WEBCAST)

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Intelligent Customer Routing: A New Architectural Approach to Intelligent Customer Service

by Avaya, Inc

June 2008 - (Free Research) Avaya Intelligent Customer Routing improves customer service and acts as the bridge between the past and the future while addressing key management and IT needs by providing a more flexible and adaptable architecture.

(WHITE PAPER)

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Extraordinary Customer Service

by Avaya, Inc

June 2008 - (Free Research) Extraordinary Customer Service explores the contact center as a strategic part of your enterprise--where you can leverage differentiated services to provide a superior customer experience that can build brand loyalty and increase profits.

(WHITE PAPER)

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CRM: The Essential Guide - Five Principles for CRM Success

by CDC Software - Pivotal CRM (E-mail this company)

December 2007 - (Free Research) This CRM guide distills insights from customers, prospects, industry analysts, and the press down to five key principles for CRM success. Use these five CRM principles as a guide for selecting the right solution and deploying CRM successfully. These principles will help you develop a CRM strategy that is aligned with your company’s strategic goals.

(WHITE PAPER)

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The Executive Guide to CRM Architecture: Why CRM Flexibility Will Impact Your Success

by CDC Software - Pivotal CRM (E-mail this company)

November 2006 - (Free Research) Most CRM vendors claim their solution is customizable. Understanding what "customizable" really means, however, can make the difference between attaining your organization's goals and implementation disaster. CDC Software is pleased to offer you a new free white paper that will help you understand the difference and why it matters.

(WHITE PAPER)

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Customizable Customer Relationship Management (CRM) Suite for Enterprises

by CDC Software - Pivotal CRM (E-mail this company)

Pivotal CRM delivers rich CRM functionality out of the box to help organizations implement quickly with a lower total cost of ownership. As the market’s most customizable CRM solution, Pivotal CRM enables companies to cost-effectively adapt & integrate to fit their unique business processes.

(SOFTWARE PRODUCT)

GO TO DETAILED REPORT

Business Process Management - Enabling Innovation and Business Agility in Financial Services

by Metastorm

February 2008 - (Free Research) This white paper explores how Business Process Management enables organizations to meet automation, efficiency and regulatory requirements. Discover how retail banking, investment banking and insurance sectors have successfully leveraged BPM technology.

(WHITE PAPER)

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5 Ways to Improve Customer Service in a Down Economy

by OpenSpan

August 2008 - (Free Research) In today’s “do more with less” environment, it becomes increasingly important to focus on simplifying customer interaction without increasing cost. The Webinar highlights 5 ways to improve the customer experience in a highly cost effective manner.

(WEBCAST)

VIEW ABSTRACT | GO TO WEBCAST

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