CA's integrated management solutions enable you to count on both your data and voice networks to support mission-critical, revenue-generating operations. CA's solutions for voice performance management span IP and legacy technologies. Move at your own pace to IP telephony, and reduce the complexity of managing heterogeneous voice infrastructures.

Join the SSPA, InQuira and Juniper Networks for this webcast on how Juniper Networks transitioned from a phone-based to a web-based model. You will learn how Juniper Networks recently launched a successful new knowledge base, and how Juniper Networks’ knowledge base became the backbone application in their Customer Support Centre (CSC).

View this on-demand webinar to learn how to accelerate the time to resolve customer support issues, design a customer interaction experience around each customer's needs, empower call-centre agents to be more productive, deliver an online support experience that will set you apart from your competition, and streamline the performance of your call-centre.

Thanks to reductions in telecommunications costs and advances in information technology, many companies have expressed a significant interest in relocating a number of business processes to lower wage countries. This interest has fueled the growth of both captive and outsourced processing and customer contact centers in emerging economies. This White Paper explores what opportunities and challenges exist.