Contact Management

The August 2010 report 'Gartner Magic Quadrant for Web Content Management' has positioned SDL as a leader in Web Content Management (WCM). See how Web Content Management vendors were rated based on "Completeness of vision" and "Ability to Execute".

Why are executives turning to the CaaS model for their contact center? Learn what CaaS does, and just how easy it is to get started.

Learn how an automated dialer solution and best practices can improve contact success and increase agent productivity levels to 45 to 55 minutes each hour.

Customers turn to third-party logistics (3PL) companies because they expect that you will be able to run their warehousing and transportation operations more efficiently and cheaply than they can run it themselves. Tall order! How can you deliver cheaper warehousing, exceptional inventory visibility, seamless freight management and timely and accurate billing for your customers? Download this free report to learn how 3PLs can leverage supply chain technology to; Onboard new customers more quickly, bill more easily and accurately, track inventory attributes by customer, and provide value-added services.

The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of Microsoft Exchange 2010 on their organizations. Forrester's aim is to clearly show all calculations and assumptions used in the analysis. Readers should use this study to better understand and communicate a business case for investing in Microsoft Exchange 2010.

Over the past year, Microsoft and associated research companies have interviewed hundreds of technology professionals at organizations around the world that are either preparing to deploy or in the midst of deploying unified communications (UC). From these discussions, a picture has emerged of the far-reaching impact of UC on the structure of the IT organization, how this affects evaluation and preparation for deployment, and how the resulting changes in IT's structure may be leveraged to promote increased efficiency, collaboration, and employee satisfaction.

The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of Microsoft's UC products on their organizations. Forrester's aim is to clearly show all calculations and assumptions used in the analysis.

For many organizations, managing and delivering the knowledge contained within documents is difficult or impossible due to technological disparity. Conventional approaches to knowledge management work within the constraints of disparate platforms, applications, and output devices, and fail to address technological disparity.

Register now to access a Smart Archive Strategy Library of assets that will help you make a case for the unified collection and classification of content and data.

IT departments are always on the lookout for new technology-the "next big thing" that will save time and money by making service desk tasks faster and easier to perform. These solutions are always around the corner, always promising lots of ingenious functionality. But as great as many of them are, they can't provide the one thing IT departments need most: Knowledge.

This report describes a study of attempts by organizations to improve decision-making through the use of information, among other interventions.

As a nonprofit organization, the American Cancer Society must carefully control and manage expenses. And after an unexpected $1,200 audio conferencing overage fee, the organization began researching a way to reduce the costs and complexity of audio conferencing. This new case study explores how HiDef Corporate from Citrix Online Audio enables the American Cancer Society to cut audio conferencing costs by nearly 50% - savings that bolster the organization's core mission.

Operator-assisted conference calls come at a price - about 25 cents per minute. And those quarters can add up to big bucks quickly, especially for larger audio conferences. This new brief explores how HiDef Corporate Web Controls enable you to expertly manage your audio conferencing and cut costs with a simple click of the mouse.

Read this paper to learn 5 practices that ensure the collaboration solution you choose will give you the significant business results you are seeking. Collaboration solutions can accelerate cycle times by 30% across virtually every business function. These results may be critical to survival in difficult economic times, and the right collaboration solution is the single most effective way to get them.

Read this paper to learn 5 biggest blunders people tend to make when choosing a collaboration solution, and how to avoid them.

Read this paper to learn the steps to successfully roll out an enterprise collaboration solution and help your organization embrace a more collaborative, transparent and effective way of working. Introducing a social software solution carries with it a unique set of challenges and opportunities, and requires a new roll-out approach. The approach outlined in this paper has been honed over thousands of customer implementations to generate the fastest adoption across your enterprise.

Does teleworking really work? How can a teleworker be as productive as an employee in the office? This white paper covers the advances in technology that make teleworking successful- and provides solutions for challenges teleworkers may face.

Email is the primary communication system and file transport mechanism used in organizations of all sizes. Email systems generate enormous amounts of content that must be preserved for a variety of reasons, including: -Compliance with local, state, federal and international statutory requirements - Electronic discovery requirements and best practices - Knowledge management applications - Disaster recovery and business continuity

Microsoft Exchange Server has been a crucial technological breakthrough in advanced corporate communication systems. Companies who utilize an enterprise-class email server like Exchange believe that email is mission critical, and value the productivity it enables. But an in-house migration to Exchange 2007 from an earlier version of Exchange or another email program will not be an easy task. Complexity, time and cost issues loom large over the IT department and are causing IT directors to search for an alternative solution.

In this free marketing Webcast, learn how two very different companies used lead management technology to significantly increase conversion rates—by as much as 500 percent!  Discover: key criteria for selecting a lead management solution... how to get up and running quickly, while avoiding needless costs... how to achieve the marketing results you want—and make it easy to access those numbers anytime.  Find out what lead management can do for your company. View this free Webcast now.

Listen to this free podcast at your desk or on the road and learn the business challenges and problems causing B2B companies to look at marketing automation ... the near-term and longer-term ROI benefits to expect... what key features and capabilities you should look for in a B2B marketing automation system... and more.  Find out what marketing automation can do for your organization—and how to choose the system that’s right for you. Download this free 15-minute podcast now.

Today's economy is especially hard on small businesses. How does your small business keep revenue coming in when your customers are spending less? How do you attract new customers in a cost efficient manner? How do you protect your businesses' valuable information assets without making a huge technology investment?

You understand the value Microsoft Exchange Server can bring to your company but the internal deployment delays, administrative complexity and cost of Exchange just isn't practical. Business and technical executives strive to find time to focus on running their business and avoid the distractions of managing a 24X7 application such as Exchange. The time and expense of running a Microsoft Exchange Server in-house may simply be too much for a company your size.

Find out how you can convert your pains into profit. Learn how Microsoft Customer Relationship Management (CRM) can help you develop profitable customer relationships. Microsoft CRM uses lead and opportunity management, incident management and a searchable knowledgebase. CRM also makes use of reporting tools for accurate forecasting, measurement of business activity, and employee performance.

Microsoft Dynamics CRM is a powerful tool for your sales and marketing teams, but it is more than just a contact management solution. In this webcast, we explore how Microsoft CRM is a flexible, integral part of your enterprise, supporting sales, marketing, customer service, manufacturing, and professional services. We describe how you can configure Microsoft CRM to work the way your business does, and we illustrate its many benefits.