Delivering Better Collaboration Solutions via the WebEx Connect Ecosystem
THINKstrategies, Inc. This document will discuss how WebEx’s new Connect initiative is
uniquely positioned to allow corporations to more fully leverage on-demand services,
as well as on-premise software, to better collaborate internally and externally. It will
also describe how third-party solution providers can leverage the WebEx Connect
platform to better serve their existing customers and gain access to WebEx’s
worldwide customer base to increase their market penetration.
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10 pages
Software-as-a-Service: A Comprehensive Look at the Total Cost of Ownership of Software Applications
- Software-as-a-Service Executive Council This document educates end-users and decision makers on Software-as-a-Service (SaaS), where it differs from traditional software and what the key benefits are when deploying SaaS applications. Complete the form below
31 pages
Enterprise Applications
Using Web Conferencing to Ensure Successful Enterprise Application Deployment IDC When companies use Web conferencing to address the problems of deploying complex enterprise applications, the result is frequently that these new application rollouts are successful. The users are trained and certified much more quickly and effectively, the cost is substantially lower and the resulting ROI is higher. Complete the form below
4 pages
Measuring the True Business Benefits of Web Collaboration Frost & Sullivan Web collaboration is becoming an imperative in reaching the fundamental goal of improving productivity while lowering costs by offering any time anywhere communications that impact the bottom line and improve profitability. Complete the form below
17 pages
The Drive Towards On-Demand Collaboration Collaborative Strategies As the environment for collaboration is changing, IT is coming under increased pressure to view on-demand collaboration as part of the infrastructure of their organisations. Over the last decade collaborative solutions have mostly been departmentally focused but with the drive towards globalisation, enterprise-wide solutions are now on IT’s agenda.
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12 pages
Kicking the NetMeeting Habit Wainhouse Research
This paper examines two major shortcomings of NetMeeting that can severely limit the adoption of web collaboration in organisations. Second generation web collaboration products and services with competitive flat-rate pricing provide further incentive for NetMeeting users to consider their options.
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17 pages
Online Collaboration
Accelerating Business with Online Collaboration Online collaboration is accelerating the way
organisations do business On any given day, companies experience changes inside and outside their corporate borders that affect the way they go to market, sell products, manage their operations or comply with new regulatory mandates.
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15 pages
Online Events
Unearthing the True Value of Web Seminars Wainhouse Research Wainhouse Research conducted an independent survey of WebEx Event Center customers to find out what applications customers are using web seminars for and the results they are achieving. Complete the form below
13 pages
Interactive Selling
Leveraging Web Collaboration to Improve Your Sales Process Collaborative Strategies This whitepaper discusses how a sales organisation can benefit from web conferencing by improving its ability to collaborate with customers, support team-selling, penetrate new markets and manage the sales process.
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7 pages
Remote Support
Remote Support Best Practices and Benefits
In recent years support centres have discovered and adopted a new breed of remote support. It provides the next best thing to being there in person, letting TSRs virtually sit next to customers, see what’s on their screens and take over if appropriate. They make it easy to upload and download files to diagnose and resolve issues. And their architecture lets them do this in a way that’s secure, under the customer’s control, fast and scalable. They don’t require time-consuming or undesired software installations on the customer machine. Setting up a connection is fast, no matter how the computers are connected to the Internet.
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17 pages
From ‘Call Routing’ to Real-Time Customer Success
With a single set of queues, one set of routing rules, a universal analyst interface and integrated analytics, web-based ACDs enable the support centre to provide consistent customer experiences with a shared group of analysts across chat, email and other electronic channels. Consistent, easily configured user interfaces reinforce the brand and deliver a consistent customer experience. Click-to-connect can be an excellent value-added offering, especially when combined with preferential treatment. Premium customers with click-to-connect requests are routed to short wait time queues, staffed by call takers with advanced technical skills.
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11 pages
Desktop Management: Getting It Right
Users of desktop management SaaS are benefiting from access to high end, integrated tools with the added benefit of coordination of security and operating system patches by the service provider. These companies are freed from the burden of managing the management tool itself and yet they remain in control of their internal desktop environment.
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8 pages
Taking Remote Support to the Next Level ServiceXRG
Based on a survey conducted by ServiceXRG, this paper explores the use and effectiveness of remote support technology across all industry sectors and how companies can take remote support to the next level to significantly improve the support transaction process, reduce service delivery costs and increase solution effectiveness.
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17 pages
Remote Support Best Practices and Benefits DB Kay & Associates
An overview of the new breed of remote support being adopted by call centres and help desks. DB Kay & Associates share their findings from the recent industry survey – ‘Show, Don't Tell: Remote Support Best Practices and Benefits’. The report highlights how remote support solutions can deliver an ROI in excess of 700%.
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17 pages
2005 Trends and Directions in Web Based Support
SupportIndustry.com
More and more service organisations are adopting customer interaction platforms in an effort to bring together multichannel contact capabilities,
targeted knowledgebases and links to other content, analytical engines and other service technologies using web-based support.
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9 pages
Delivering The On-Site Experience Remotely – Best Practices for Delivering Remote Support from IT Help Desks
DB Kay & Associates
Based on market research performed in late 2004 and 2005, this white paper summarises the new generation of remote support best practices, illustrating the benefits and suggesting considerations for selecting the remote access solution that will be most effective for your enterprise.
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16 pages
ROI Measurements for Remote Support
Nucleus Research
Read how using WebEx Support Center can improve customer service and end-user support by delivering positive ROI through direct cost savings and other benefits including increased productivity, system availability and customer satisfaction.
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8 pages
Virtual Support Networks: Ten Tips for Delivering Managed Services to On-Site Systems
DB Kay & Associates
By following the best practices outlined in this paper after considering the requirements outlined, experience significant ROI and increased customer satisfaction and loyalty.
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15 pages
System Management
Desktop Security On Demand Ziff Davis
IT security is identified as the top priority among business leaders and CIOs alike. Increasingly stringent government regulations require companies to institute tight data access control to protect sensitive information. Cyberthreats such as viruses and blended attacks are increasing in sophistication and no business wants to be in tomorrow’s headlines. Forward-looking companies are realising that smart, streamlined IT processes, in addition to shoring up vulnerabilities, help save money and increase efficiencies in carrying out business tasks.
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3 pages
Winning in the SMB Market Enterprise Management Associates
Adding a full suite desktop management solution by using a SaaS offering means low cost, fast startup and no burden to manage the management system. Service providers benefit from a web-based solution because the tool is available at all customer sites with the same user interface and same ease of access. Training is faster and easier and procedures can be standardised across the support team.
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6 pages
Online Training
Impacting Business with Online Training: Case Studies on the Next Generation of E-learning
Bersin & Associates
Read how eight different companies have leveraged their investment in technology and e-learning to add value and support to business initiatives and strategy.
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19 pages
Best Practices in Online Customer Training: How to build a profitable customer training business
Bersin & Associates
Learn how to build a profitable online customer training business by employing the latest best practices in online training.
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31 pages
Rapid Knowledge Transfer in Changing Times: How the Pharmaceutical Sector Solves Communication Challenges with Virtual Classroom Solutions
Larstan Business Reports
How the pharmaceutical sector solves communication challenges with online and virtual classroom solutions.
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4 pages
The End of Business as Usual The Internet as a Means for Rapid Product Rollout in Financial Services
Larstan Business Reports
This report explains how financial companies are using the Internet to rollout new products more rapidly and how web conferencing can help meet federal requirements under statutory corporate governance regulations.
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4 pages
Optimising the Training Back Office to Focus on Business Performance
IDC
Training back-office operations comprise the administrative systems and processes that support organisational development and include learning technology management, enrolment management, fulfilment and logistics, reporting, and vendor management. Within this study, IDC examines how the training back office is run at large enterprises.
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13 pages
Report on Trends in Organisational Practices of Synchronous E-learning
The E-learning Guild
More and more organisations are offering synchronous e-learning events and programmes to their employees, customers, vendors and partners. This research report is based on a recent survey showing that it has reached a significant point of market adoption and product maturity.
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8 pages
Instant Messaging
Instant Messaging Tough Enough for Business Osterman Research
This white paper discusses the important benefits that
business IM can provide to any sized organisation, the risks
that organisations face from unmanaged use of IM and the
factors that must be addressed as organisations plan their
upgrade to an enterprise-grade IM capability.
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9 pages
”Ease of Communications” – On Demand EIM Solutions 8020 Group
The use of Instant Messaging (IM) is growing in business as a preferred means of communications. However, enterprise users’ rapid adoption of public Instant Messaging services with their free, downloadable clients have begun to put IT departments in difficult positions. This white paper discusses the major concerns of IT for enterprise instant messaging.
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8 pages
Government Solutions
The Cyber War’s New Arsenal Larstan Business Reports
Web-based knowledge transfer can make it easier and faster for national agencies to enhance collaboration and communication, securely. Live or on-demand ‘virtual classroom’ training can help national managers meet growing pressures to foster better intra- and inter-agency communication.
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