WHITE PAPER:   Posted: July 2, 2008 | Published: January 1, 2007
Remote support platforms offer a compelling ROI story, with impacts to multiple core metrics such as first contact resolution, incident handling time and customer satisfaction.

WEBCAST:   Posted: July 2, 2008 | When: July 2, 2008
John Ragsdale, VP of Research for SSPA makes a business case for improving first contact resolution and explain how it links to significantly reduced operating costs and increased customer loyalty.

CASE STUDY:   Posted: July 2, 2008 | Published: June 25, 2006
After evaluating a number of free and fee-based services, PlumChoice's team selected the Citrix® GoToAssist Web-based support service.

WEBCAST:   Posted: July 2, 2008 | When: January 1, 2008
View this Webinar, featuring Chip Gliedman, principal analyst for Forrester Research, who reveals 5 best practices for improving IT service delivery and support.

WEBCAST:   Posted: July 1, 2008 | When: July 10, 2008
Register now to attend this live webinar with Serena, featuring a live demo of our Pre-Built Customer Reference Mashup.

CASE STUDY:   Posted: July 1, 2008 | Published: July 1, 2008
Pitney Bowes Group 1 Software customer communication management (CCM) solutions allow Shenzhen Telecom to provide customized billing, while greatly enhancing operational efficiency and customer satisfaction.

WHITE PAPER:   Posted: July 1, 2008 | Published: July 1, 2008
This white paper reviews five best practices that can make a difference today and describes how the winners in the communications sector will be those companies that meet and exceed customer expectations.

WHITE PAPER:   Posted: July 1, 2008 | Published: July 1, 2008
This paper is to discover the many ways in which MapInfo Professional® solution, with its version 9.5 release, provides unique value and timesaving convenience.

WHITE PAPER:   Posted: June 27, 2008 | Published: June 26, 2008
This paper discusses about the tool that enables the convergence of the results from various systems across the value chain and provides a simplistic but holistic view that will empower the Store Managers in proactive decision making.

CASE STUDY:   Posted: June 27, 2008 | Published: January 1, 2007
Using a mobile VPN, workers in the field can quickly and easily access customer information, speeding the time for delivery of service.

WHITE PAPER:   Posted: June 26, 2008 | Published: September 27, 2007
The survey highlights the benefits of automated testing for networks and connected devices for testing organizations tasked with delivering quality products and features in an accelerated and competitive timeframe.

CASE STUDY:   Posted: June 25, 2008 | Published: June 1, 2008
Service organizations are becoming increasingly aware of the need to automate their field service operations, which includes the introduction of scheduling, route optimization, and mobile technology.

WHITE PAPER:   Posted: June 24, 2008 | Published: June 1, 2008
MRM is a set of processes and capabilities designed to enhance a company's ability to orchestrate and optimize internal and external marketing resources.

WHITE PAPER:   Posted: June 20, 2008 | Published: June 20, 2008
This white paper explores the failure of conventional training methods for developers, and presents 6 elements of a truly effective learning program for your development organization.

WHITE PAPER:   Posted: June 19, 2008 | Published: June 1, 2008
This white paper highlights the functionality that companies are looking for in a configurator today, and examines the scope of the four categories of configurators and also provides some of the key questions you should ask potential software vendors.