Customer Relationship Management (CRM) | Customer Service (General) | Customer Experience Management (CEM) | Customer Interaction Management | On-line Customer Support | Call Center Management | Contact Center Management | Customer Self-service/ e-Self Help | Load, Stress & Performance Testing | Social Networks and Community Management

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Next-gen telecom testing tools evolve for NGN services, IMS networks by Mu Dynamics April 18, 2011 - (Free Research) This e-guide discusses the convergence of voice, video and data on IP Multimedia Subsystem (IMS) networks and how it is driving the need for testing tools that are up to speed. Find out what key players are doing to keep pace and how integrated platforms may eliminate the need for multiple telecom testing tools and simplify the process. (EGUIDE) VIEW ABSTRACT | GO TO

Optimizing the Application Testing of Your Siebel CRM Environment by Hewlett-Packard Company October 2008 - (Free Research) This paper is based on a SearchSoftwareQuality.com presentation, “Optimizing the Application Testing of Your Siebel CRM Environment,” sponsored by HP and Infosys. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Delivering Increased Quality at Lower Cost with HP: An Analysis of Customer Experience with Functional Testing by Hewlett-Packard Company December 2011 - (Free Research) Modern QA organizations require solutions that allow them to test complex applications, start testing earlier, and run more tests—all while reducing costs. Read this paper to learn how to address the functional testing challenges that mobility, application integration, and distributed, modern development methodologies present. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Innovation Barrier, Part 2: Symptoms, Solutions, and the Impact on Equipment Manufacturers by Fanfare November 2007 - (Free Research) This paper is the second in a two-part series exploring the innovation barrier – the point at which testing can no longer keep pace with development in the equipment manufacturing industry. It examines the innovation barrier’s symptoms – from slowdowns in development to mounting quality issues – and the potential impact on equipment manufacturers. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Test Apps in a Snap by Dell Compellent January 2011 - (Free Research) To provide a risk-free environment for application and OS testing, Dell Compellent utilizes the same Instant Replay  architecture that drives its continuous data protection software. The technology can be used to create exact clone copies of existing production VMs, complete with all installed applications. Read this white paper to learn more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Simple, Affordable Disaster Recovery Automation in the Virtualized IT Datacenter by Dell | EqualLogic December 2008 - (Free Research) Virtualized iSCSI SANs are increasingly being chosen for virtual data center deployments because they help simplify storage management and help overcome performance, scalability and cost barriers of traditional SAN architectures. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Quickcast 2: The four main challenges of mobile applications by Hewlett-Packard Company January 2012 - (Free Research) Today's enterprise reliance on mobile applications has some serious implications for functional, performance, security and operational testing. View this webcast to find strategies for addressing these four mobile challenges. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

BI with SQL Server 2008 R2 by Dell, Inc. and Intel August 2010 - (Free Research) SQL Server 2008 R2 has been labeled a BI release because of its new features for business intelligence. In this interactive classroom, industry expert Don Jones explains the improvements made to existing SQL Server BI features like SSRS. Learn about the benefits of self-service BI and Master Data Services. Then take a quiz to test your knowledge. (RESOURCE CENTER) VIEW ABSTRACT | GO TO

Cisco Unified CRM Connector 3.0 by Cisco Systems, Inc. The Cisco Unified Communications system is a full-featured business communications system built into an intelligent IP network.  (HARDWARE PRODUCT) GO TO DETAILED REPORT

City of Ulm Case Study by Centennial-Software July 2008 - (Free Research) The City of Ulm turns to Enteo v6 to rollout Windows Vista and applications on all clients with minimal effort and high degree of reliability. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

SAP Supports Applications on VMware Platform: An Industry Milestone by VMware, Inc. October 2008 - (Free Research) The partnership with SAP gives VMware the opportunity to address an additional large segment of the enterprise market, and enables SAP to sell its products on the industry-leading virtualization platform. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Building a Scalable Cloud by Dell, Inc. and Intel June 2011 - (Free Research) Salesforce.com is the leader in enterprise cloud computing services, enabling organizations to manage every part of the customer relationship without having to maintain expensive, in-house applications. Read this case study to learn how Saleforce.com made room for new service and customer growth with Dell's PowerEdge servers. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Boeing Commercial Aviation Services IT performance, availability, customer satisfaction soars by Hewlett-Packard Company August 2010 - (Free Research) This case study details how Boeing's Commercial Aviation Services division leveraged application performance management (APM) tools to improve availability of business critical applications; empower application teams to take ownership of system availability and performance; streamline business processes; and lower costs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Reduce Costs & Increase Microsoft SQL Server OLTP Workload Service Levels: PowerEdge 2850 Consolidation to PowerEdge 11th Generation by Dell, Inc., Microsoft and AMD April 2010 - (Free Research) Read this white paper for an exploration of how organizations can gain significant performance and cost benefits by upgrading legacy 2-socket servers to new Dell PowerEdge 11th generation 4/2-socket servers. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Optimizing Desktop Virtualization with Dell Equallogic Hybrid Arrays by Dell, Inc. April 2011 - (Free Research) In recent years, we have witnessed great technology leaps from all of the leading VDI software vendors. In this part of our series, we take a close look at a recent performance benchmark to evaluate in detail how Dell’s innovations reduce complexity, improve performance and lower the cost of VDI. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Integrating SAP Data in the Information System Using Open Source Data Integration by Talend February 2009 - (Free Research) This Technical Note discusses Talend's data integration capabilities for SAP and covers Talend's SAP connectors, as well as additional SAP-dedicated tools. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Cross-Channel Commerce: A Consumer Research Study by Oracle Corporation April 2011 - (Free Research) The number of channels which consumers use to research and purchase products or services is growing. This white paper takes a look at a recent survey of consumer buying habits in regards to the number of channels they use when shopping and how businesses can provide a better experience across these channels for their customers. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Deliver Extraordinary Customer Experience by Oracle Corporation February 2010 - (Free Research) Organizations need to differentiate themselves by providing personalized and rewarding service that leverages the unique value of all customer touch points. If done well, a company can transform customer service into a competitive advantage, and use it to turn a buyer into a customer for life. Read on to learn more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Best Practices in the Call Center: A Customer Touch-Point Methodology by Oracle Corporation January 2009 - (Free Research) One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

VIDEO: How To Improve Customer Service by Oracle Corporation June 2011 - (Free Research) Discover how a good customer relationship management tool can please customers, while saving the company time and money. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Reinventing the Web Channel to Maximize B2B Sales and Customer Satisfaction by Oracle Corporation April 2011 - (Free Research) As e-commerce continues to grow, customer expectations for B2B e-commerce are changing rapidly. Business to business (B2B) companies that wish to grow and become more profitable are realizing that the old ways of doing business are insufficient and are investing in e-commerce platforms. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Commerce Anywhere: A Business and Technology Strategy to Maximize Cross-Channel Commerce Growth by Oracle Corporation April 2011 - (Free Research) E-commerce has gone from fringe to foundation. Now, businesses must tailor their customer serivce approach to the more complex "anytime, anywhere" customer with mobile device in hand. This white paper from Oracle details the "commerce anywhere" approach. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Delivering a Unique Online Experience for Segments, Regions, and Brands: Knowing When to Use Personalization, Microsites, and Independent Sites by Oracle Corporation April 2011 - (Free Research) Differentiating customer experiences for online channels is an important deciding factor for loyalty and growth. This white paper discusses the primary considerations and options for delivering a unique online experience to satisfy all of your customer and stakeholder needs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Self-Service That Really Serves by Oracle Corporation June 2009 - (Free Research) To truly meet the demands of the informed consumer, self-service solutions must have fully integrated e-commerce and e-billing systems that accommodate every aspect of the online customer experience. Read this free white paper to learn about all-in-one systems that build your brand and keep customers coming back. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Top 10 Technical Considerations for Evaluating e-Commerce Platforms by Art Technology Group (ATG) July 2010 - (Free Research) This paper offers ten considerations to help guide the selection criteria for your next e-commerce platform - which should ideally be the last e-commerce platform you would ever need to buy. Continue reading to learn these two technical considerations for evaluating e-commerce platforms. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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