Resource Library

Network World has assembled a comprehensive reference collection of technical resources to help guide your decision making.

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2020 Gartner Magic Quadrant CRM for Customer Engagement Center

The Gartner 2020 Magic Quadrant for the CRM Customer Engagement Center is an important aide for organizations seeking an unbiased, third party evaluation of vendors as organizations move from simple customer engagement to delivering great customer service.

CCW Market Study – Future of the Contact Center: A Forecast

This report uncovers the specific challenges companies face as they transform remote work, digital engagement, and automation from 2020 “stop gaps” into contact center cornerstones.

Critical Event Management Capabilities Drive Organizational Resiliency Amidst Uncertainty

The world continues to experience rapid, momentous changes at an unprecedented pace and scale. COVID-19 is an excellent example. When COVID-19 hit, the need for many companies to strengthen organizational resilience became clear.

Forrester Study: The Total Economic Impact of ServiceNow Customer Service Management

The Total Economic Impact Of ServiceNow Customer Service Management, a November 2020 commissioned study conducted by Forrester Consulting on behalf of ServiceNow.

Analyst Report | Presented by NAVISITE

The Gartner Cloud Strategy Cookbook, 2021

Is your company fully reaping the rewards of the cloud? Having a well-defined cloud strategy will ensure you get the most out of your investment.

BlackBerry® 2021 Threat Report

The BlackBerry? 2021 Threat Report examines and analyzes the biggest cybersecurity events of the current and past year.

Analyst Report | Presented by Everbridge

The Total Economic Impact? of Everbridge CEM Platform

Cost Savings and Business Benefits Enabled by A CEM Platform

Gartner Magic Quadrant for IT Service Management Tools 2020

Gartner named ServiceNow a Leader for 7th year in the 2020 ITSM Magic Quadrant. Read the full, complimentary report.

IDC Report: The Business Value of ServiceNow for Retail Banks

Read what IDC found out when they spoke with a number of retail banks about their use of ServiceNow to handle this transformation.

Analyst Report | Presented by T-Mobile

Overcoming the Challenges of Mobilizing Workforces

In this Analyst Brief, IDC explores the key challenges that enterprises face as they continue to build on workplace mobilization as a transformative strategy. Challenges center on three primary areas: People, Processes, and Technology. With companies facing extended work-from-home requirements that look to continue through 2021, effectively addressing these issues remains a priority.

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