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	Taking a SIP: What Executives Should Know about IP Transformation in the Contact Center sponsored by Genesys WHITE PAPER - This white paper is intended for executives who are seeking to understand why SIP is a must-have technology for the contact center today. Posted: September 4, 2008 \| Published: September 4, 2008 Topics: Communications Systems \| Contact Centers \| Customer Service \| Hardware \| Instant Messaging \| IVR \| SIP \| SMS

	Thriving in an Economic Downturn sponsored by Avaya Inc. WHITE PAPER - This e-guide that takes you through the latest contact center technologies, and how they can help you develop brand differentiation, elevate customer loyalty, and keep costs low – even when everyone is tightening their budgets. Posted: August 22, 2008 \| Published: August 22, 2008 Topics: Brand Loyalty \| Budgeting \| Contact Centers \| Cost Benefit Analysis \| Customer Loyalty \| IVR \| Web Conferencing Services

	Calculating the ROI of a SOA Project sponsored by Wipro Technologies WHITE PAPER - ROI is gaining momentum as many sponsors are finding hard to justify SOA initiatives without ROI and ROI often comes as a bottleneck or a barricade in justifying SOA initiative. Posted: June 27, 2008 \| Published: January 1, 2007 Topics: Business Process Management \| Customer Service \| IVR \| ROI \| SOA

	The Intelligent Customer Front Door: Go Beyond the Limitations of Traditional Interactive Voice Response (IVR) to Deliver Superior Customer Service sponsored by Genesys WHITE PAPER - This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage. Posted: June 3, 2008 \| Published: April 1, 2008 Topics: Contact Center Management \| Contact Center Software \| Contact Centers \| Customer Satisfaction \| Customer Service Best Practices \| IVR \| ROI \| Voice Recognition \| VoiceXML \| VoIP

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