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VPN Link Test (exe): Chimera 'VPNLinkTest' is a program designed specifically for corporate environments who have site-to-site VPN links from a central hub site out to remote branch spoke sites. It provides a quick and easy way to test whether a VPN link is active and the response of the intermediary devices in its...; Tags: Chimera Computing, Help Desk, VPNs, Call Centers, Network Security, Networking, Telecommunications, Security, It Operations; Software downloads 2008-07-10
10+ ways to help your help desk (and therefore yourself): If you're a go-to resource for your organization's help desk, you can make your job easier by making their job easier. Calvin Sun looks at some things you can do to make help desk operations go more smoothly -- which will pay off for you in return.This download is also...; Tags: Calvin Sun, Help Desk, Call Centers, It Operations; Download resources 2008-07-07
Helpdesks and productivity: Getting rid of the PC reduces ambiguity in the system, thereby letting you eliminate the help desk and thus lowers your IT costs while increasing user productivity. by Paul Murphy; Tags: PC, Usage Habituation, Help Desk, Call Centers, It Operations, Paul Murphy; Blog posts 2008-07-03
Tific Helpdesk Booster (zip): Tific Helpdesk Booster is an inventory system; it comes in two separate files that should be installed on separate systems. The Helpdesk Booster Agent makes an inventory on the local machine, typically the end-user's, and reports the information to a remote server via HTTPS/SSL. The Support Analyst Console fetches the...; Tags: Analyst, Inventory, TiFiC, Tific Helpdesk Booster, Helpdesk Booster Agent, Help Desk, Call Centers, Servers, It Operations, Hardware; Software downloads 2008-06-11
Italian Technology Company Enhances Productivity With Integrated Software: A leading Italian provider of engineering and information services, Sielte has established a long-term commitment to technological innovation. In order to take advantage of new productivity features, Sielte is upgrading its computers to the Windows Vista operating system and the 2007 Microsoft Office system. The initial deployment to 600 computers...; Tags: Software, Microsoft Corp., Help Desk, Call Centers, Productivity, It Operations; Case studies 2008-06-03

Technology Services Provider Improves Efficiency and Productivity: Satyam Computer Services Ltd. Satyam wanted a solution that would keep conflicts and system disruptions in check, minimize user downtime and inconvenience, and avoid exposure to security threats. The company decided to migrate to the Windows Vista operating system by using deployment tools such as Windows Deployment Services and Microsoft...; Tags: Satyam, Microsoft Corp., Technology Services Provider, Microsoft Windows, Help Desk, Call Centers, Operating Systems, Security, Software, It Operations; Case studies 2008-05-28
ActiveXperts Helpdesk System (exe): ActiveXperts HelpDesk System is a powerful, Web enabled support management system designed for help desks, call centers, customer support centers and ICT departments. It is designed to provide a complete support solution, to streamline helpdesk processes. The product runs as a service on Windows 2008,2003,Vista,XP and2000. This version is the...; Tags: ActiveXperts Software, ActiveXperts HelpDesk System, Help Desk, Call Centers, It Operations; Software downloads 2008-05-21
Oil's superspike may make telecommuting the norm: Can the price of crude--currently above $125 a barrel and the high gas prices that go with it--make telecommuting the norm? These questions come up typically with crises and natural disasters. For instance, if there was an avian flu outbreak workers across the U.S. would have to...; Tags: Information Technology, Worker, Telecommuting, Help Desk, Call Centers, Strategy, Human Resources, Workforce Management, It Operations, Management, Larry Dignan; Blog posts 2008-05-09
SmarterTrack (exe): SmarterTrack 3.x is a robust support Help Desk, Ticket System, Live Chat, Cost Analysis, Data Mining, Knowledge Base, Reporting, and Analytics software application through an elegant AJAX web interface. SmarterTrack brings the performance of a desktop application to the Web and can be run stand-alone or integrate with your customer...; Tags: Web, SmarterTools, AJAX, Help Desk, Data Mining, Channel Management, Call Centers, Desktops, Tools & Techniques, Internet, Software/Web Development, Web Development, Web 2.0, It Operations, Enterprise Software, Software, Data Management, Marketing, Hardware, Management; Software downloads 2008-05-06
Promero Delivers a Reliable, Flexible, and Robust Contact Center Platform to a Global Customer Base: Promero, Inc. wanted to increase call center platform stability, reliability, and voice quality - in both hosted and on-premise environments and deliver a contact center offering that helps Promero's clients drive sales and deliver quality customer service. The challenge was to empower call center supervisors with real-time functionality and enable...; Tags: Oracle Corp., Call-center, Contact Center, Promero, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software; Case studies 2008-05-01
Requirements Modeling, Part 2: Build Your New Design: After the developer has designed a new architecture, he is eager to build it. But before the developer starts, look at the best way to implement the plan without interrupting business. In this second paper in the "Requirements modeling" series, learn important steps to take a new architecture from the...; Tags: Developer, Modeling, WidgetCo, Help Desk, Research & Development, Call Centers, It Operations, Business Operations; White papers 2008-04-29
News to know: Ubuntu; Microhoo; IT scapegoats; XP; Google: Notable headlines: Larry Dignan: Microsoft: Pondering the alternatives to Yahoo Microsoft should walk away from Yahoo WSJ: Ballmer's big choice Adrian Kingsley-Hughes: Adventures with Ubuntu 8.04 Gallery: A peek at Ubuntu 8.4 Jason Perlow: Ubuntu: I'm...; Tags: Ubuntu, Google Inc., Information Technology, Apple Inc., SOA, Microsoft Corp., Service-Oriented Architecture (SOA), Microsoft Windows, Phishing, Help Desk, Podcasts, Web Services, Microsoft Windows XP, Middleware, Call Centers, Enterprise Software, Software, Operating Systems, Security, Spam And Phishing, It Operations, Internet, Larry Dignan; Blog posts 2008-04-28
Siemens vs. Microsoft: Round Two: Siemens announced today two new UC-enabled Contact Center packages based on OpenScape UC Server, and a new Voice Portal solution. The products will be available June 30, 2008. The products are being driven in part by trends in the contact center and in part by trends...; Tags: Siemens AG, Siemens HiPath OpenScape, Contact Center, Microsoft Corp., UC, Call Centers, Groupware, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software, Dave Greenfield; Blog posts 2008-04-21
Buy techies with trust and freedom, not dollars: Rewarding techies This is the 12th excerpt from the first book in the Defen series: The Board Member's IT Brief. The biggest problem you will face in hiring a good CIO is that, in systems, failure succeeds and success fails. In IT:...; Tags: Job, CIO, Information Technology, Finance, Help Desk, Call Centers, Recruitment & Selection, Strategy, It Operations, Human Resources, Workforce Management, Management, Paul Murphy; Blog posts 2008-04-04
Help Desk Trouble Ticket Template: The Help Desk Trouble Ticket is an important document for the technical support professional. This form contains all the essential fields for maintaining an organized, accountable tech support organization, including general ticket information and problem description. Ample room is also available for follow-up responses by the tech handling the job....; Tags: TechRepublic Inc., Tech, Help Desk Trouble Ticket, Help Desk, Call Centers, It Operations; Download resources 2008-04-04
Bluebean Wins Customers' Confidence With New Avaya Contact Center Solution: Bluebean previously engaged a hosted solution for its inbound call center operations. However, the hosted solution vendor was unable to keep up with Bluebean's growing business as well as the more sophisticated demands from Bluebean's customers. Bluebean also faced difficulty in attracting new customers, especially those implementing large promotional campaigns....; Tags: Contact Center, Avaya Inc., Bluebean, Call Centers, Customer Relationship Management (CRM), Telephony, It Operations, Enterprise Software, Software, Networking; Case studies 2008-04-01
Mangocity Leads China's Online Travel Services Industry With Avaya Solutions: The online tourism industry in China is extremely competitive, with many dominant and established players. As a new entrant in 2006, Mangocity's biggest challenge was to differentiate its travel portal from those hosted by the incumbents. The company decided that customer service is of utmost importance and needed a solution...; Tags: Customer Service, Industry, Avaya Inc., Customer Relationship Management (CRM), Product Marketing, Call Centers, Strategy, Enterprise Software, Software, Marketing, It Operations, Management; Case studies 2008-04-01
Avaya Case Study: 9-1-1 and Beyond: 9-1-1, 3-1-1, the Mayor's Call Center, and other agencies in the District of Columbia operated on separate and disparate communications platforms. By 2004 the existing structures and technologies needed to be upgraded and consolidated in a way that could support best practices for responding to both emergency and non-emergency citizen...; Tags: Avaya Inc., Call Centers, Telephony, Customer Relationship Management (CRM), Telecommunications, Telecom & Utilities, It Operations, Networking, Enterprise Software, Software; Case studies 2008-04-01
eBucks Brings Contact Center In-House and Dramatically Improves Customer Service: Set up by FirstRand Bank Limited, eBucks is the country's leading multi-partner rewards program. eBucks wanted to build in-house contact center to provide the flexibility and responsiveness that was lacking from the existing contact center, which was outsourced to the banking environment and enable changes to contact center processes to...; Tags: Customer Service, Contact Center, eBucks, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software; Case studies 2008-04-01
Alchemy Help Desk (zip): Alchemy Helpdesk is a software helping IT groups of the small and medium-size companies handle users technical support requests. If a user experiences problems with the hardware or software on his workplace, he/she creates a Request in the helpdesk software and describes the problem in that request. The IT staff...; Tags: Software, Team, Information Technology, Alchemy, Alchemy Helpdesk, Help Desk, Call Centers, Team Management, Tools & Techniques, It Operations, Management; Software downloads 2008-03-30