White Papers

  • Jul 30, 2003 | Aspect Communications
    The president’s management agenda challenges government agencies to use information technology to “set in motion a transformation of government around customer needs.” The goal is improvements in effectiveness, efficiency, and customer service.
  • Jul 30, 2003 | Aberdeen Group
    The call center continues to be one of the cornerstones of Customer Relationship Mangement (CRM), providing customer support and services, sales and marketing campaign delivery across a broad variety of industries.
  • Jul 30, 2003 | Aspect Communications
    This paper will help executives and contact center managers understand the capabilities of the new multiskill, multichannel functionality as well as the issues involved in managing the multiskill, multichannel contact center, so they can make sound decisions regarding workforce management...
  • Jul 30, 2003 | Aspect Communications
    This white paper will explore strategies to accomplish the changeover with maximum efficiency. We’ll consider the state of call/contact centers today. Then we’ll spell out the advantages of making the shift now, using already available products from Aspect Communications.
  • Jul 30, 2003 | Aspect Communications
    This white paper discusses the issues involved in homeland security and the essential features of a communications platform that addresses them. We hope it will help you in planning your agency’s response to the need for enhanced preparedness and responsiveness across all levels of government.
  • Jul 30, 2003 | Aspect Communications
    In the IP contact center, the entire operation will be based on a software- based switching application that blends voice, e-mail, and Web communications into a unified queue and routes them cost-effectively over a single, ubiquitous data network to any destination in the enterprise.
  • Jul 30, 2003 | Aspect Communications
    This paper explains workforce management software—what it does and how it can very quickly provide a return on your investment by reducing expenses and increasing your profits. It offers case studies from two different industries that demonstrate how workforce management software benefits the...
  • Jul 21, 2003 | EnWorkz Inc
    This white paper highlights the pertinent features of a modern Portfolio Management Software Framework, and gave some examples on what should be expected from such a software framework.
  • Jan 09, 2003 | ICCT
    Justify the Return on Security Investments to Company Stakeholders. Build the components into your business case to justify the expenditures towards physical and IT security.
  • Oct 04, 2002 | OM
    Opportunities exist today to dramatically improve the clearing and settling of physical energy markets, and both central market operators and participants need to commit resources to understand and execute these new strategies for the sake of establishing efficient marketplaces. This paper...