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      • Contact center upgrades to clear up complex customer service

        Contact centers are struggling to stay on top of the myriad communication channels available to consumers today. To effectively manage those channels, many contact center managers are looking to upgrade the hardware and technologies that form the backbone of their operations. An upgrade, however, requires due diligence, careful planning and a trained eye on the prize -- improving the customer experience.

        In this three-part guide, veteran IT reporters cover infrastructure trends, strategies and technologies. First, Pamela DeLoatch details why outmoded technology -- not the people behind it -- is to blame for the bad rap often given to contact centers. DeLoatch also looks at the purported benefits of cloud-based operations -- for smaller companies, especially. Next, Sue Hildreth explains why customer service automation is a compulsory today. In her story, industry watchers serve up five best practices for ensuring the success of customer service automation. Christine Parizo finishes with a close look at the multichannel challenges facing contact centers and whether the cloud -- said by some to be a cure for fragmented customer service -- is all it's cracked up to be.

        View E-Handbook
      • Devising a security strategy for the modern network

        The network of today's enterprise is larger and more diverse than ever, which means there's more for hackers to attack. So as enterprises update their network security strategy to take into account the latest devices coming online, they must also prepare for the future, too. This TechGuide looks at the options for network defense today and in the near future, including how to spot vulnerabilities and how to rank them, too, so infosec pros can respond to inevitable attacks quickly and efficiently.

        View E-Handbook
      • Nailing down a business case for Oracle Fusion Applications

        Oracle Fusion Applications, a suite of enterprise resource planning applications, get a lot of air time. Still, evidence has shown that adoption has yet to hit a blistering pace. While Oracle promises the new applications will bring genuine business value to an organization, some of the hurdles -- among them, cost -- have kept businesses away.

        In this three-part guide, readers will benefit from an in-depth look at how well -- to the surprise of many users -- Oracle Fusion Apps thrive in the cloud. Further, they'll learn why and how to determine the best fit for their organization from Oracle's catalog. First, IT writer Robert Sheldon drills down on the development of Oracle Fusion Cloud Services -- how they came to be and where they're headed. And he gives a rundown of services offered. Next, Alyssa Johnson, Oracle Applications Users Group president, sits down for an interview and details the future of Oracle ERP systems and Fusion Apps. To close, ComputerWeekly writer Lindsay Clark explores the reasons -- despite high expectations for enterprise cloud applications and at least one notable example of a company running them -- Fusion Applications have yet to see a mass conversion.

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      • Cultivating IT Talent

        19 August 2014

        Includes:
        • Morrison Utility Services fills in holes faster with ETAdirect
        • Why digitisation transforms supplier relationships
        View E-Zine

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  • Network Evolution

    Network Evolution magazine keeps IT professionals up-to-date on next-generation IT enterprise networking.

  • Channel Strategies

    The Channel Strategies E-Zine provides VARs, MSPs and all other channel professionals with actionable information on the latest IT technologies and sales tactics that can help grow their business, create new opportunities and break into new markets.

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  • Overcome today's disaster recovery challenges

    The use of devices not connected to a local network is a challenge for IT staffs tasked with protecting data on those devices. Completing backups within a reasonable timeframe has become an issue for organizations. Some organizations are opting for alternatives to traditional backup to address these challenges. The cloud has been pushed as an alternative to tape for offsite storage for disaster recovery. However, there are challenges with this approach and with protecting applications running in the cloud.

  • Cloud storage challenges and choices

    Our comprehensive e-book tackles the cloud storage challenges and business decisions that surround cloud storage investments, and breaks them into three areas of concentration: architecture, availability and return on investment.

    Get the latest updates on architectural choices when using the cloud for storage, including cloud controllers and application programming interfaces. We provide a short list of technical capabilities to look for in a cloud controller and questions to ask your service provider. Learn which metrics your peers are using to determine if cloud storage projects are meeting their potential, and what sort of service levels you can expect from providers or hybrid projects. Discover how to leverage the most cutting-edge cloud technologies and how not to get taken advantage of when choosing a cloud storage strategy/service.

OTHER FEATURED E-BOOKS

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  • Contact center upgrades to clear up complex customer service

    Contact centers are struggling to stay on top of the myriad communication channels available to consumers today. To effectively manage those channels, many contact center managers are looking to upgrade the hardware and technologies that form the backbone of their operations. An upgrade, however, requires due diligence, careful planning and a trained eye on the prize -- improving the customer experience.

    In this three-part guide, veteran IT reporters cover infrastructure trends, strategies and technologies. First, Pamela DeLoatch details why outmoded technology -- not the people behind it -- is to blame for the bad rap often given to contact centers. DeLoatch also looks at the purported benefits of cloud-based operations -- for smaller companies, especially. Next, Sue Hildreth explains why customer service automation is a compulsory today. In her story, industry watchers serve up five best practices for ensuring the success of customer service automation. Christine Parizo finishes with a close look at the multichannel challenges facing contact centers and whether the cloud -- said by some to be a cure for fragmented customer service -- is all it's cracked up to be.

  • Devising a security strategy for the modern network

    The network of today's enterprise is larger and more diverse than ever, which means there's more for hackers to attack. So as enterprises update their network security strategy to take into account the latest devices coming online, they must also prepare for the future, too. This TechGuide looks at the options for network defense today and in the near future, including how to spot vulnerabilities and how to rank them, too, so infosec pros can respond to inevitable attacks quickly and efficiently.

OTHER FEATURED E-HANDBOOKS