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Home / Resources / White Papers
White Papers

Disruptive forces in the global service provider market are creating a greater sense of urgency for assuring a more predictive and positive customer experience, as well as building stronger and more profitable customer relationships.


Customer Experience Makeover—A Practical Approach to Competitively Differentiated Service · more info »
Customer Experience: The Five Essential Facts That Every Company Needs to Know · more info »
Four Key Ingredients for Successful Mobile Services · more info »
Managing the Customer Experience: Apathy or Confusion? · more info »
The 6 Laws of Customer Experience · more info »
The Amdocs Experience Matters 2008 Index · more info »
The Other CEO: In Search of the Customer Experience Officer · more info »
Towards the Perfect Customer Experience · more info »
Turning Customer Interactions into Money: Using Predictive Analytics to Achieve Stellar ROI · more info »
Why Customer Experience Management is Important in Today's Market · more info »
10 challenges to delivering a unified customer experience · more info »
10 Steps to a Single Customer View · more info »
14 Best Practices To Growing Your Mobile App Business · more info »
2007 Toolbox.com Survey: Measuring CRM Business Impact · more info »
2008 Customer Experience Impact Report · more info »
2010 Air Traveler Consumer Report · more info »
3 Ways Location Intelligence Can Help You Better Understand CRM Data · more info »
5 Steps to Driving Sales with Customer Insights · more info »
5 Steps to Serving Customers in a Mobile World · more info »
5 Ways to Increase CRM Adoption Within Your Sales Staff · more info »
8 contact center best practices · more info »
9 Key Plays for CRM Success in 209 and Beyond · more info »
A more social contact center · more info »
A realist's guide to building bottom line revenue and customer loyalty with social CRM · more info »
Achieving Customer Experience and SLA Excellence for Enterprise Customers with Service Management · more info »
Achieving Service Excellence Across The Enterprise: Leveraging Cross-Enterprise Workflow to Organize Around the Customer · more info »
Amdocs Customer Experience Research: What's Really Happening with Self-Service · more info »
Amplify Customer Understanding with ERP Solutions · more info »
Amplify Customer Understanding with ERP Solutions · more info »
Assessment Customer Value Strategy Accelerator · more info »
Best Practices for Mobile Device Management · more info »
Broadband Spectrum: The Engine for Innovation, Job Growth, and Advancement of Social Priorities. · more info »
Building Brands For The Connected World · more info »
Capitalizing on Customer Feedback · more info »
Capturing Untapped Revenue: How Customer Experience Insights Improve Remarketing and Customer Recovery Efforts · more info »
CIOs Embrace Custom Application Development · more info »
CIOs Feel the Pressure to Optimize the Online Experience · more info »
Close the Multi-Channel Customer Experience Gap · more info »
Close the Multi-channel Customer Experience Gap in Retail Financial Services · more info »
Cloud Cover for the Call Center: Meeting Demands Intelligently and Efficiently · more info »
Communication & collaboration in the Enterprise 2.0 world · more info »
Competing On Customer Intelligence: Leveraging Insight, Interaction and Continuous Improvement to Drive Customer Centricity · more info »
Consumer Cutbacks: Mobile Broadband Expendable, but Internet is Not · more info »
Corporate-wide customer analytics strategy doesn’t start with data, tools · more info »
Cost Effective Contact Center Communications: Improve Operational Efficiency, Reduce Inbound Calls, Build Customer Satisfaction · more info »
Cost-Cutting Insurance for Customer Service: A Guide for Reducing Costs without Sacrificing Customer Loyalty · more info »
Crafting a Persuasive Smart Meter Customer Experience · more info »
Creating Market-Sensing Corporate Cultures Is an Essential CEO-CMO Joint Initiative · more info »
CRM Thought Leadership booklet · more info »
CRM Time-to-Value: Achieving Early Success with Your CRM Deployment · more info »
Customer Acquisition & Retention study · more info »
Customer Analytics Pay Off · more info »
Customer Experience Drives E-Signature Adoption · more info »
Customer Experience in Telecom · more info »
Customer Experience Makeover: A Practical Approach to Differentiated Service · more info »
Customer Experience Management Benchmark Study · more info »
Customer Experience Management Best Practices For Retail: Five Ways to Increase Conversion and Adoption Rates · more info »
Customer Experience Maturity Monitor: The State of Customer Experience Capabilities and Competencies · more info »
Customer Quicksand: How we lose sight of customers · more info »
Customer Relationship Management: The Winning Strategy in a Challenging Economy · more info »
Customer Struggle Undermines Online Confidence And Loyalty · more info »
Customer Struggle Undermines Online Confidence And Loyalty · more info »
Data Protection and Your Customers · more info »
Deliver a Superior Cross-Channel Commerce Experience · more info »
Delivering Positive Impressions During Market Depressions Report · more info »
E-Guide: Key Strategies for Improving Customer Service in a Down Economy · more info »
Enhance Customer Loyalty through Higher Responsiveness · more info »
Exceptional Application Experience - Delivering Exceptional Customer App Experience · more info »
Expert tips for using text analytics to improve CRM · more info »
Five Essentials of the Integrated Call Center · more info »
From Content Management To Customer Experience: What You Need To Know About Today's WCM Solutions · more info »
Future Of Customer Service: The Rise Of The Social Customer report · more info »
Getting it Right: Seven Steps to Right Channeling Customer Interactions · more info »
Glitch-Free Online Meetings: Newest Tools Minimize IT Support; Maximize Experience · more info »
Guerrilla Metrics: make customers an asset of your business · more info »
Have You Earned Your Customers’ Trust? · more info »
Help Desk vs. Service Desk - Which one is Right for you? · more info »
High-quality Internet service delivery for telco providers · more info »
How Analytics Bring Organizations Closer to Their Customers · more info »
How Investment Managers Use Business Analytics To Be More Effective · more info »
IBM Customer Experience Suite and Mobile Application Delivery · more info »
IDC Vendor Spotlight - Gearing Up for Rapid Telecom Innovation withFlexible Billing and Services · more info »
IDC Whitepaper: Social Media Services Trends in Customer Care Outsourcing · more info »
Improving Sales Effectiveness In a Buyer's Market · more info »
Improving the Customer Experience by Replacing Enterprise Search with Enterprise Knowledge Management · more info »
Integrating Social Media into Customer Service · more info »
ITCAM for Microsoft Applications Customer Implementation Review Case Study · more info »
Keeping Service Customers Satisfied in a Social Mobile World · more info »
Key Developments in the CRM Market · more info »
Leveraging Outbound IVR and SMS As a Competitive Advantage: Seven Critical Success Factors · more info »
Leveraging the 360 Degree Customer View to Maximize Up-Sell and Cross-Sell Potential · more info »
Leveraging Workforce Management to Deliver Exceptional Customer Experience · more info »
Making a Single View of the Customer Work · more info »
Making a Single View of the Customer Work · more info »
Maritz Research and evolve24- Twitter Study · more info »
Master the 4G Core Network with the Diameter Signaling Controller · more info »
Mastering Customer Data â€" A CIO Imperative · more info »
Maximize the Customer Experience: Balancing the Service Level Mix in the Call Center · more info »
Mobile Intel series · more info »
Mobile is Not a Check off · more info »
Mobility in ERP 2011 · more info »
Mobilizing Your Business · more info »
Multi-Channel Digital Marketing: The New Era of Customer Engagement · more info »
Navigating the path to satisfying online customer experience · more info »
Next Contact Avoidance:A Pre-Emptive Strategy for Customer Satisfaction · more info »
One Stop Data: Gaining Access to Enterprise, Customer, Business Intelligence · more info »
Online Customer Experience: What Works · more info »
Optimizing Business Productivity: Do More for Your Customers and Your Business · more info »
Optimizing Your Return on Customer Attention with Oracle RTD · more info »
Power Core: First step in driving the action · more info »
Powering the Cross-Channel Customer Experience with Oracle’s Complete Commercex · more info »
Preparing for the future of communication - it's all about context · more info »
Process Complexity: How to reduce it with Decision Management · more info »
Raise Your Wireless IQ · more info »
Reducing Online Customer Struggle · more info »
Remote Monitoring and Management: The Key to Proactive, Efficient IT Service Delivery · more info »
Removing Struggle from Online Shopping: Findings from Econsultancy's Customer Experience Survey · more info »
Report: 2012 Temkin Experience Ratings UK · more info »
Retailers Fight to Retain Loyalty as Shoppers Take Control · more info »
Running a successful contact center · more info »
Scaling Your Service Provider Business: Getting the “Three Ps” Right to Realize Breakthrough Growth · more info »
Serving the Uncompromising Customer · more info »
SIP contact centers: Key benefits and potential challenges · more info »
Smart Grid Policy Roadmap: Consumer Focused and Technology Driven · more info »
Social channels changing contact center certification · more info »
Social CRM Comes of Age · more info »
Succeeding in the Mobility Game · more info »
The "Tom Sawyer Formula" Get your company to paint this (customer focus) fence · more info »
The 6 New Management Imperatives · more info »
The Consumerization of IT 101 · more info »
The Effects of the Recession on Brand Loyalty and “Buy Down” Behavior: 2011 Update · more info »
The Four Customer Experience Core Competencies · more info »
The future of mobile CRM · more info »
The Loyalty Model · more info »
The Power of Mobile Analytics · more info »
The Rise of Mobile Social Targeting · more info »
The Shepard Letter · more info »
The Social Side of Customer Relationship Management · more info »
The top 10 secrets to using data mining to succeed at CRM Discover proven strategies and best practices · more info »
The value of mobile and social to CRM · more info »
The Velti Guide to Mobile Customer Loyalty Programs · more info »
Tip Guide: Tips for making the business case for CRM analytics â€" and what can be gained · more info »
Top 10 Considerations for Selecting the Right RMM Solution · more info »
Top 5 Ways to Make IVR Work For You and Your Customers for You and Your Customers · more info »
Transform your Service Organization Into a Performance-Driven Leader · more info »
Transformed telcos can build business as other enterprises face transformation · more info »
Transforming the customer experience with technology · more info »
Understanding and decoding the new customer service metrics · more info »
Understanding No-Fault-Found Smartphone Returns · more info »
Unified Self-Service: Delivering on the Value of Multi-Channel Customer Interactions · more info »
Vision Paper: Exceptional Experiences:The key to customer engagement · more info »
Vision Paper: Exceptional Experiences:The key to customer engagement · more info »
Vision Paper: Exceptional Experiences:The key to customer engagement · more info »
What Do Customers Want? · more info »
What’s Wrong With Customer Self-Service? Quick Wins for Contact Centers to Improve Customer Satisfaction and ROI · more info »
Winning on Service in an Uncertain Economy · more info »
Wireless Telecommunications Services · more info »
Yahoo, Amex talk up different customer service approaches · more info »
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News & Events
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Facts & Figures
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