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WHITE PAPER: Discover how a gap analysis can reveal areas where the reality and long-term vision of your organization are diverging and provide the momentum  needed to start adopting service management best practices. Find out how gap analysis can help your company identify what it does well and how to achieve its goals.

Posted: 13 Apr 2012 | Published: 13 Apr 2012

WHITE PAPER: Executives at small and midsize companies are making critical business decisions every day based on the information available to them. This information can come from a variety of sources: opinions from peers and colleagues; a personal sense of intuition or business judgment; or data derived internally or externally to the organisation.

Posted: 28 Sep 2009 | Published: 28 Sep 2009

WHITE PAPER: As networks, devices and media converge, telecoms companies have increasingly complex catalogues of products and services on offer to customers who are, in turn, becoming more aware that they can easily switch to other providers.

Posted: 21 Oct 2011 | Published: 21 Oct 2011

WHITE PAPER: Communications needs for many organisations are changing rapidly. Internally, there are always new technologies appearing and changes in working styles to deal with but there is now, increasingly, the influence of more social and consumer choices affecting the officially deployed systems.

Posted: 21 Oct 2011 | Published: 21 Oct 2011

WHITE PAPER: Access this resource for an overview of the configuration requirements that enforce calling privileges and call route selection, and discover how a voice policy is implemented.

Posted: 29 Sep 2011 | Published: 29 Sep 2011

WHITE PAPER: The dial plan is a key element in Cisco Unified Communications Manager (CUCM) environments. The dial plan is at the very core of the user experience. For companies that have multiple locations, or that are global, a comprehensive dial plan can become large and very complex.

Posted: 06 Nov 2009 | Published: 06 Nov 2009

WHITE PAPER: This paper discusses the relationship between business intelligence and IT and how you can align them for a competitive edge.

Posted: 21 May 2012 | Published: 21 May 2012

WHITE PAPER: Many organisations implement “learning engagements,” or training programmes, to increase employee satisfaction, realise better team performance, and improve communication.

Posted: 21 Oct 2011 | Published: 21 Oct 2011

WHITE PAPER: IT environments are becoming increasingly complex as trends like cloud computing, virtualization and mobility gain traction. Utilizing a lead service provider (LSP) approach can free up IT and let external, highly skilled experts handle issues. Read this white paper to learn more about how this new IT strategy can benefit your business.

Posted: 01 May 2012 | Published: 01 May 2012

WHITE PAPER: Web chat and SMS offer ways for enterprises to broaden channel support and personalize customer service without spending on complex solutions. While both solutions offer business benefits via customer outreach and support capabilities, they are currently two separate solutions.

Posted: 21 Oct 2011 | Published: 21 Oct 2011