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Computer, IT, and Software - 2009

Get insight into industry developments, market trends, vendors, products, business processes, and more, with articles written by our analysts and other industry experts.

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Bolstering the Call Center with Service Resolution Management Processes
P.J. Jakovljevic 9/4/2009 12:00:00 AM
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition to improved customer satisfaction rates.

Read Bolstering the Call Center with Service Resolution Management Processes

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Outsourcing in Latin America
Jorge García 8/17/2009 12:00:00 AM
Global economic instability has modified the configuration in the worldwide outsourcing market. Find out what impact the crisis has had for Latin America players, according to new data, as well as the steps they should take to survive and—perhaps—prosper.

Read Outsourcing in Latin America

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Open Source Business Intelligence: The Quiet Evolution
Anna Mallikarjunan 7/17/2009 12:00:00 AM
As organizations face a pressing need to rationalize the cost of enterprise software, open source business intelligence (BI) is fast becoming a viable alternative. Learn about the current state of open source BI, with particular focus on one vendor's products.

Read Open Source Business Intelligence: The Quiet Evolution

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How to Measure Customer Satisfaction
Murali Chemuturi 4/13/2009 12:00:00 AM
Organizations often rely on surveys and questionnaires to determine customer satisfaction ratings, but such methods merely offer a perceived customer rating. Obtaining a realistic measure of customer satisfaction involves computing a metric based on a composite customer satisfaction rating system.

Read How to Measure Customer Satisfaction

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Enterprise Resource Planning for Services: Has Software as a Service Become Service-oriented Architecture for Small to Medium Businesses?
Neil Stolovitsky 9/7/2009 12:00:00 AM
In the past, enterprise resource planning (ERP) initiatives were far too costly for smaller organizations to consider. However, a trend has recently emerged where software vendors are now offering software-as-a-service business models for ERP implementation to even the smallest organizations.

Read Enterprise Resource Planning for Services: Has Software as a Service Become Service-oriented Architecture for Small to Medium Businesses?

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Why Enterprise Application Search Is Crucial to Your ERP System
Dan Matthews 8/14/2009 12:00:00 AM
Enterprise applications become easier to use with the addition of powerful search capabilities. There is a distinction to be made, however, between stand-alone search tools and true enterprise application search that is built into and tightly integrated within an application.

Read Why Enterprise Application Search Is Crucial to Your ERP System

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Factors Inhibiting the Widespread Adoption of Business Performance Management
Lyndsay Wise 5/18/2009 12:00:00 AM
Business performance management (BPM) and business intelligence (BI) solutions are at a crossroads. Vendors from each domain compete in the same market. BPM vendors are at a disadvantage due to BI's penetration and expansion into the BPM market.

Read Factors Inhibiting the Widespread Adoption of Business Performance Management

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Managing the Overflow of E-mails
Hans Mercx 3/27/2009 12:00:00 AM
Only effective e-mail management, together with records management and policies for employees on how to manage their e-mails, will help organizations deal with compliance regulations and potential litigation.

Read Managing the Overflow of E-mails

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The Best-kept Secret in the Product Lifecycle Management Mid-market
P.J. Jakovljevic 2/20/2009 12:00:00 AM
The name Omnify Software may hardly come to mind when one thinks of the product lifecycle management (PLM) leaders, but that might change down the track

Read The Best-kept Secret in the Product Lifecycle Management Mid-market

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A VoIP Primer—Everything You Need to Know about VoIP
Leslie Satenstein 1/28/2009 12:00:00 AM
Are you considering voice over Internet protocol (VoIP) for your organization? We’ll take a comprehensive look at how VoIP works, and what you should know before selecting a VoIP vendor.

Read A VoIP Primer—Everything You Need to Know about VoIP

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