Customer Self Service

WHITE PAPER: This white paper offers best practices for successfully deploying and implementing cloud technology into your customer experience management strategy. Access tips for advancing through the four phases in the cloud deployment process from implementation to transformation.

Posted: 13 Dec 2012 | Published: 30 Nov 2012

WHITE PAPER: View this document to learn more about the current state of the service enterprise and the goals and investments prioritized by service leaders. It also displays performance benchmarks of leading service organizations and other factors that contribute to best-in-class performance.

Posted: 04 Feb 2013 | Published: 04 Feb 2013

WHITE PAPER: High performance companies use predictive insight to identify untapped opportunities and uncover hidden risks buried in data. Creating predictive insight that's available to everyone in the organization can empower companies to make the best decisions for their business.

Posted: 21 May 2013 | Published: 21 May 2013

WHITE PAPER: The value of service and support is hidden in a fog of metrics—measures that link monitors and bulletin boards, populate binders, fascinate managers, annoy employees, and ultimately mislead us about the business. Read this whitepaper and discover the real value of support is the revenue it protects and creates.

Posted: 17 Jun 2011 | Published: 17 Jun 2011

WHITE PAPER: Understanding how to manage many different types of back-office tasks in the most consistent and efficient manner is a perplexing challenge. This paper will describe how automated workforce optimization is the solution. Continue reading to learn how to improve the customer experience while decreasing required staffing through predictive modeling.

Posted: 10 Aug 2010 | Published: 10 Aug 2010

WHITE PAPER: This paper outlines key capabilities and top-line technical requirements to consider as you engage with IT to determine the best path forward to meet your customers’ demands. Continue reading to learn tips and techniques to keep pace with the consumer and deliver a next-generations customer experience.

Posted: 10 Aug 2010 | Published: 10 Aug 2010

WHITE PAPER: This whitepaper looks at the challenges and solutions for providing technical support to customers. Learn about a support solution offering full support to customers remotely while tracking end-user feedback for start-ups to large organizations.

Posted: 27 Jul 2011 | Published: 27 Jul 2011

WHITE PAPER: This brief white paper covers 9 critical capabilities to demand from your interactive voice response (IVR) cloud hosting provider.

Posted: 13 Mar 2012 | Published: 13 Mar 2012

WHITE PAPER: 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.

Posted: 26 Apr 2011 | Published: 26 Apr 2011

WHITE PAPER: This informative paper addresses how your company can enhance service, lower costs and increase revenue by taking advantage of these new mediums and expanding the ways in which you communicate with your customers.

Posted: 20 Mar 2012 | Published: 20 Mar 2012