http://ithound.computing.co.uk/ Use IThound RSS Feeds to keep up-to-date with new research on the topics that are most important to you. iWay SOA Middleware - An Agile Framework for Fast, Flexible, Low-Risk Service Deployments This white paper defines how to iWay solutions overcame the challenges relating to SOA, iWay Software developed a suite of SOA middleware solutions. For organizations that need to get the most out of their existing applications and infrastructure while laying a foundation for SOA capabilities. http://ithound.computing.co.uk/ithound/view_abstract?id=2072 Lombardi Leads With An All-Around Powerhouse Human-Centric BPMS - The Forrester Wave™ Vendor Summary, Q3 2007 In this free Vendor Summary, from Industry Analysts Forrester, learn why Lombardi Software is the leader in the human-centric BPMS market. http://ithound.computing.co.uk/ithound/view_abstract?id=1828 Go wireless - with the right middleware If your enterprise plans to go wireless this year, a critical enabler which you will require is the wireless middleware. This white paper discusses the role that wireless middleware plays gives advice to help you through the complex and critical selection process. http://ithound.computing.co.uk/ithound/view_abstract?id=1708 Knowledge-Centered Support (KCS): Fundamentally Improving How Companies Resolve Complex Customer Problems Knowledge-Centered Support (KCS) is a methodology and set of best practices that transforms the support organisation to focus on knowledge. KCS originated to capture, structure and re-use support knowledge. http://ithound.computing.co.uk/ithound/view_abstract?id=1273 Putting the Customer Back in Customer Service Despite decades of investment, Global 2000 companies and customers are out of alignment in terms of what constitutes effective service. Adopting the principles of customer-centricity, presented in this paper, in your customer service and knowledge management practices will lead to an alignment of customers' expectations with corporate objectives. http://ithound.computing.co.uk/ithound/view_abstract?id=1274 InQuira 8 - Customer Interaction Platform for Accelerating Business Success Global 2000 companies implement InQuira’s automated self-service search and knowledge management applications on the web and in call centers to engage customers in dialogue, understand search intents, and deliver superior sales and service experiences that delight customers and lower sales and support costs. http://ithound.computing.co.uk/ithound/solution_summary?id=1265 How InQuira's Integrated Platform for Knowledge-based Support Sets a New Standard in Customer Service Join InQuira executive Tim Shetler as he presents InQuira's view of knowledge management, web self-service, and agent-assisted support; and demonstrate why an integrated platform of business applications is the only way to deliver the right experience to resolve customer problems. http://ithound.computing.co.uk/ithound/view_abstract?id=1266 Sun Microsystems Supports An Open Source Strategy For Aligning Customer Support With a Changing Business Model Please join InQuira and Sun Microsystems to learn about Sun’s journey to revamp its customer service function to reduce costs, satisfy the self-service demands of its user community, and support the new open-source business model. Learn how to apply knowledge-centered support principles to ensure project success. http://ithound.computing.co.uk/ithound/view_abstract?id=1268 How to Align People, Processes and Technologies to Deliver World-Class Customer Support Join Jodi McBride, Director of Knowledge and Training Services at Pitney Bowes, as she shares her story on how Pitney Bowes aligned people, processes and technologies to provide a consistent customer support experience across all interaction channels. http://ithound.computing.co.uk/ithound/view_abstract?id=1270 UDDI and Beyond: The Role of Service Registries and Repositories in Your SOA As the pace of business accelerates, enterprises are increasingly responding to customer demands in real time. To accomplish this feat, many IT departments have turned to service-oriented architecture (SOA). SOA is designed to help decrease development expenses and risk of application failures, increase asset reuse and enhance business agility. http://ithound.computing.co.uk/ithound/view_abstract?id=1013