White Papers

Browse this free online library for the latest technical white papers, webcasts, and product information to help you make intelligent IT product purchasing decisions.

Application Visibility: The Root of Good Service Management

Information technology (IT) organizations have long struggled to understand and manage the services they provide. As service management has had to rely on applications to codify business processes, it entails an application-centric approach. Sophisticated application monitoring tools are just now becoming available that provide good visibility into IT services.

Riverbed Technology commissioned Forrester Consulting to conduct a study on IT service management—providing insight into application... Read More

Network Monitoring & Troubleshooting for Dummies (Second Edition)

This book introduces you to the common challenges today’s information technology (IT) teams face with respect to managing the performance of their network. It presents a new way to think about how you monitor your network, troubleshoot issues, identify security threats, and plan for changes to your network and your IT infrastructure.

Download the 2nd Riverbed Special Edition of Network Monitoring & Troubleshooting for Dummies. You will learn:

- best practices for network monitoring... Read More

The Distribution Challenge: Are You Asking Enough from Your ERP?

Distributors and manufacturers in today's challenging economy face many pressures, including global competition, growing complexity of supply chains, complex trade regulations, and fluctuating transportation costs. Enterprise resource planning (ERP) solutions are meant to help address challenges like these with a whole company system that deals with most or all the aspects of a company's functioning.

Yet many ERP implementations fail to produce the expected benefits. Too often distributors... Read More

Edge Consolidation Delivers Peace of Mind for IT

  • Source: CIO
  • Written By:
  • Published:
To increase agility while lowering costs, information technology (IT) organizations are using virtualization and cloud-based infrastructure services to consolidate and reduce the number of physical servers and data centers across the enterprise. As organizations consolidate data backup and disaster recovery operations, wide-area network (WAN) optimization plays a key role in mitigating risk without sacrificing performance. Find out how to balance data protection and application performance, and... Read More

Powering the Hybrid Enterprise

  • Source: CIO
  • Written By:
  • Published:
Enterprises today need flexibility and simplicity for their current activities, but more importantly, they need a way to maintain flexibility and simplicity going forward, when business demands on applications, the network, and infrastructure are only going to increase. To better serve the business demands for information everywhere, enterprises must therefore develop new strategies for optimizing multiple kinds of networks. This white paper shows you how to build and maximize hybrid networks and... Read More

The Application Deluge and Visibility Imperative

The information technology (IT) environment of today’s organizations is becoming complex and hence difficult to monitor and manage. For one thing, business applications can reside in corporate data centers or in the cloud—while users can be work near these centers or far across the globe. IT teams are therefore increasingly burdened with providing the required visibility into and control over the entire network—and with ensuring the high performance and availability of mission-critical applications.... Read More

When Customers Call, and They Will, Will Your IVR Be Ready?

Reports have indicated that more and more customers are using online and other self-service tools to resolve issues. That said, analysts are not predicting that call volumes will be dropping significantly. This means that interactive voice response (IVR) technology can still be crucial to a company’s customer experience.

This report from Frost & Sullivan looks at what customers dislike about and require from IVR systems. It presents the case that some customers reject calling as a method... Read More

The IVR Playbook: Your Guide to Choosing, Designing, Developing, and Delivering an IVR Platform that Ensures a Great Customer Experience

At its core, interactive voice response (IVR) technology allows a computer to interact with a customer through the use of voice and touch-tone telephone keypad inputs. Looked at closely from a business perspective, IVR can be a huge part of an enterprise’s customer experience.

This IVR playbook looks at things to keep in mind when considering investing in a new or upgraded IVR system. It looks at who uses IVR technology and what could indicate that it’s time to make a change to your IVR... Read More

Migrating Legacy End of Life IVR

Interactive voice response (IVR) systems bridge communication between enterprises and customers. When that bridge becomes outdated or nears its end-of-life, steps need to be taken and factors need to be considered to successfully update that crucial IVR system.

In order to make the best possible investment choice when considering a new cloud IVR provider, some key questions need to be asked. Is the IVR solution flexible? Does it support multi-channel customer interaction?

These... Read More

Customer Bill of Rights eBook

Interactive voice response (IVR) technology allows a computer to interact with customers using voice and dual-tone multi-frequency (DTMF) tones via a keypad.

IVR can be invaluable to an organization, but the customer experience is crucial. Improving the customer experience means an enterprise can improve customer retention, improve customer satisfaction, and increase cross-selling and up-selling.

Download this eBook to learn ten factors that customers should expect and companies... Read More
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