Monday, April 30, 2012

Mozilla auto-upgrade will kill Firefox 3.6

Mozilla will give Firefox 3.6 the coup de grace next month by automatically upgrading users of that 2010 browser to Firefox 12.

The move isn't a first for the open source developer: A year ago, it gave Firefox 3.5 the same auto-upgrade death blow.

Source: http://www.infoworld.com/d/applications/mozilla-auto-upgrade-will-kill-firefox-36-191955?source=rss_security

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In search of a silver bullet for iPad file management

Is file management essential, hazardous, or a relic? Judging from the comments posted to my column two weeks ago, "Microsoft's killer tablet opportunity," and to last week's piece, "Crowdsourcing the killer business tablet," the question is surprisingly controversial.

Source: http://www.infoworld.com/t/data-management/in-search-of-silver-bullet-ipad-file-management-187423?source=rss_data_management

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Cloud storage booming, but trouble brewing

Cloud storage booming but trouble brewing

No matter how you slice it, there's only a finite number of people and companies that will put their data in the public cloud, but that hasn't stopped the competition -- for a free service, no less! -- from turning cutthroat.

Source: http://www.infoworld.com/t/cloud-storage/cloud-storage-booming-trouble-brewing-191818?source=rss_cloud_computing

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Veeam launches solution for virtualization management

Server virtualization has become a must-have technology for almost any organization. While VMware vSphere still dominates the market with its mature and feature-rich platform, Citrix XenServer, Microsoft Hyper-V, and Red Hat KVM have gotten much closer to feature parity with VMware.

Source: http://www.infoworld.com/d/virtualization/veeam-launches-solution-virtualization-management-191585?source=rss_virtualization

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Most of the Internet's top 200,000 HTTPS websites are insecure

Ninety percent of the Internet's top 200,000 HTTPS-enabled websites are vulnerable to known types of SSL (Secure Sockets Layer) attack, according to a report released Thursday by the Trustworthy Internet Movement (TIM), a nonprofit organization dedicated to solving Internet security, privacy and reliability problems.

Source: http://www.infoworld.com/d/security/most-of-the-internets-top-200000-https-websites-are-insecure-191871?source=rss_security

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How to run your business on four rack units

For the past eight months or so, I've been running a de facto virtualization test in the lab. I took a variety of lab boxes and internal servers, virtualized them on VMware vSphere 4.1, and ran them all on two physical servers. It may not seem impressive, but it indicates what's possible for small to medium-size corporate computing. And for those looking to consolidate, it's highly relevant.

Source: http://www.infoworld.com/d/data-center/how-run-your-business-four-rack-units-191402?source=rss_networking

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Understanding How Home Agent Options Can Benefit Your Organization

Since voice over IP technology (VoIP) and cloud-based call center applications have become the norm, many contact centers have ceased to be physical places and have become more of a virtual concept. Business process outsourcing providers can use a network of home-based agents to build a cohesive customer service support organization ? a kind of "uncentered" call center ? that can offer the highest quality customer service while still keeping operational costs in check.

Source: http://usan.hivefire.com/articles/124978/understanding-how-home-agent-options-can-benefit-y/

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Oracle vs. Google: Who owns the Java APIs?

What if you owned the copyright on the French language? Or Swahili? That's essentially the claim Oracle is making when it says it owns the copyright to the Java language and its associated APIs. If Oracle gets its way, it could change software development forever.

The issue looks to be decided in the lawsuit between Oracle and Google, which began with testimony in a San Francisco courtroom this week. The trial is expected to last up to 10 weeks.

Source: https://www.infoworld.com/d/application-development/oracle-vs-google-who-owns-the-java-apis-191216?source=rss_the_industry_standard

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Review: Dell simplifies the blade server

Review: Dell cloud server turns a neat twist on blades

Part of Dell's server business is building custom machines for very large customers who want fewer bells and whistles but higher computing density and lower power consumption.

Source: http://www.infoworld.com/d/data-center/review-dell-simplifies-the-blade-server-191767?source=rss_cloud_computing

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Google gives Apache a SPDY boost

As part of their effort to speed delivery of Web pages, Google engineers have released a module for the Apache Web server software that augments the basic protocols used for carrying Web traffic across the Internet.

Source: http://akamai.infoworld.com/d/networking/google-gives-apache-spdy-boost-191244?source=rss_networking

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The Call Center Selection Process

A call center is there to provide help to your customers. If it is not helpful to you, chances are that it won't be of much help to your clients either. Here are some points that will help you get the right call center for your business: The right technology...the right hosted call center solution should....

Source: http://usan.hivefire.com/articles/110074/the-call-center-selection-process/

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Evernote to offer idea- and note-capture tool for businesses

Evernote will launch a business program in the coming months, allowing administrators to better control security and data, company CEO Phil Libin said on Friday. Evernote is a popular multiplatform tool for organizing notes and photographs with the aim, the company said, to "remember everything" and allow users to quickly search through their uploaded documents. The company had 20 million users last December and is now close to breaking the 30 million mark, adding about 100,000 users a day, Libin said in an interview during the Next Web conference in Amsterdam.

Source: http://www.infoworld.com/d/applications/evernote-offer-idea-and-note-capture-tool-businesses-191945

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Sunday, April 29, 2012

Stay in the Game with an IVR System

IVR systems are integral parts of a business' customer relationship management strategies, and as such, every decision maker should be aware of the advantages IVR systems can give where customer communication and retention is concerned.

Source: http://usan.hivefire.com/articles/133356/stay-in-the-game-with-an-ivr-system/

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Mozilla auto-upgrade will kill Firefox 3.6

Mozilla will give Firefox 3.6 the coup de grace next month by automatically upgrading users of that 2010 browser to Firefox 12. The move isn't a first for the open source developer: A year ago, it gave Firefox 3.5 the same auto-upgrade death blow.

Source: http://www.infoworld.com/d/applications/mozilla-auto-upgrade-will-kill-firefox-36-191955

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7th Annual Top Ranking Performers (Best Practices) in the Americas

Learn, network and benchmark your contact center, customer service center, help desk with the very best in North & South America. A ContactCenterWorld.com event

Source: http://www.contactcenterworld.com/html/ev/ev_67c03dac2f0d470e92bcaf53602dd08f.aspx

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The next cyber security bill is even worse than SOPA

Just when you thought it was safe to go out on the InterWebs comes a new effort by Congress to put a snoop on every cellphone and two spies in every cable modem. Contrary to what you may have read, the Cyber Intelligence Sharing and Protection Act is not SOPA II. But in many ways, it's worse.

Source: https://www.infoworld.com/t/cringely/the-next-cyber-security-bill-even-worse-sopa-190650?source=rss_data_center

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Privacy advocates vow to continue CISPA fight

The battle over the Cyber Intelligence Sharing and Protection Act (CISPA) is certain to heat up over the next few weeks, as the U.S. Senate begins debate on its versions of the controversial cybersecurity legislation.

The U.S. House Thursday passed its CISPA bill in the face of a White House veto threat.

Source: http://images.infoworld.com/d/security/privacy-advocates-vow-continue-cispa-fight-191960?source=rss_security

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Cloud-Based Call Center Software Provider Expands in RP | Manila Bulletin Newspaper | Find Articles at BNET

Cloud-Based Call Center Software Provider Expands in RP from Manila Bulletin provided by Find Articles at BNET

Source: http://usan.hivefire.com/articles/355/cloud-based-call-center-software-provider-expands-/

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Stay in the Game with an IVR System

IVR systems are integral parts of a business' customer relationship management strategies, and as such, every decision maker should be aware of the advantages IVR systems can give where customer communication and retention is concerned.

Source: http://usan.hivefire.com/articles/133356/stay-in-the-game-with-an-ivr-system/

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Canonical gears Linux upgrade to the cloud

Canonical is focusing on cloud deployments with an upgrade to its Ubuntu Linux distribution being unveiled on Thursday.

Ubuntu Server 12.04 LTS (Long Term Support) will feature the Essex release of the OpenStack cloud fabric layer, making it easier to use the OS in clouds and to deploy workloads. "The cloud layer automates the consideration about where to put that workload," said Steve George, Canonical vice president of products and communications.

Source: http://www.infoworld.com/d/cloud-computing/canonical-gears-linux-upgrade-the-cloud-191792?source=rss_cloud_computing

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Veeam launches solution for virtualization management

Server virtualization has become a must-have technology for almost any organization. While VMware vSphere still dominates the market with its mature and feature-rich platform, Citrix XenServer, Microsoft Hyper-V, and Red Hat KVM have gotten much closer to feature parity with VMware.

Source: https://www.infoworld.com/d/virtualization/veeam-launches-solution-virtualization-management-191585?source=rss_virtualization

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Hosted Unified Communications for SMBs: Dig Deep!

Hosted can make a lot of sense. But compare capabilities, ease of use, service and support, and other factors, and look beyond just price.

Source: http://usan.hivefire.com/articles/8153/hosted-unified-communications-for-smbs-dig-deep/

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Windows RT tablets will add to the BYOD nightmare

If supporting iPads makes IT pros lose sleep at night, the Windows 8 tablet edition won't be any better.

Source: http://www.infoworld.com/d/consumerization-of-it/windows-rt-tablets-will-add-the-byod-nightmare-191204?source=rss_consumerization_of_it

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Apple's next revolution should be in your car

I've had the, er, pleasure in the last few months of driving in a range of cars, most of which were rentals for various business trips. Every car is different, yet the basics such as how the steering wheel and gears work are very similar. How the lights work, mirror adjustments, the location of the parking brake, and where to find the gas cap -- they tend to fall into a handful of common locations. You can get into a car and within a few minutes drive it without much further thought.

Source: http://www.infoworld.com/d/consumerization-of-it/apples-next-revolution-should-be-in-your-car-191676?source=rss_consumerization_of_it

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Saturday, April 28, 2012

IBM pushes new integrated, lower-cost Linux servers

IBM announced new "affordable" Linux servers on Wednesday as the company tries to push its new category of preconfigured servers for virtualization and big data to midmarket and enterprise customers.

The PowerLinux systems contain integrated hardware, software, networking and storage, and are configured to cater to specific requirements. The servers, which combine IBM's Power7 processors with the Linux OS, are priced as low as $20,000 and go beyond $100,000, depending on client configuration choices.

Source: http://www.infoworld.com/d/computer-hardware/ibm-pushes-new-integrated-lower-cost-linux-servers-191768?source=rss_virtualization

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The Power of Metadata Realized by the UK Government

Varonis Systems says that the Government is clearly becoming aware of the incredible power of metadata.

Source: http://www.contactcenterworld.com/view/contact-center-research/the-power-of-metadata-realized-by-the-uk-government.aspx

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Beyond virtualization: Envisioning true cloud computing

I find it puzzling whenever I come across any reasonably sized IT infrastructure that has little or no virtualization in place, and my puzzlement turns to amazement if there's no plan to embrace virtualization in the near future. Whether it's due to the "get off my lawn" attitude that eventually killed off many AS/400 admins or simply a budget issue, clinging to a traditional physical infrastructure today is madness.

Source: http://www.infoworld.com/d/data-center/beyond-virtualization-envisioning-true-cloud-computing-190222?source=rss_virtualization

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Dell expands virtual desktops into the cloud

Dell said this week it is expanding its virtual desktop offerings into the cloud through a partnership with another company.

Dell's Simplified DaaS (Desktop as a Service) is a cloud-based virtual desktop offering targeted at companies of any size. Dell partnered on the offering with Desktone, a company that makes software to access cloud-based desktops. The product is expected to be available at some point this quarter and pricing details have not yet been released.

Source: http://www.infoworld.com/d/cloud-computing/dell-expands-virtual-desktops-the-cloud-189929?source=rss_virtualization

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Lowering Call Center Attrition and Improving Customer Service

Call centers wage a constant battle against high attrition rates and poor job satisfaction, factors that dramatically affect the customer service a company provides. One call center with unique employees has dramatically reduced these problems by developing a new management model.

Source: http://www.contactcenterworld.com/view/contact-center-case-study/lowering-call-center-attrition-and-improving-customer-service.aspx

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Testing the Cloud

... monitoring and analysis will ensure that enterprise customers will never look back once they have moved to the cloud.

Source: http://usan.hivefire.com/articles/116427/testing-the-cloud/

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High stakes for open source in the commercial cloud

Cloud computing has been described by some of the more radical thinkers as a profound challenge to the heart of software freedom. There's some justification to this accusation.

Source: http://www.infoworld.com/d/open-source-software/high-stakes-open-source-in-the-commercial-cloud-190726?source=rss_networking

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Apple under fire for backing off IPv6 support

Apple came under fire for back-pedaling on its support for IPv6, the next-generation Internet Protocol, at a gathering of experts held in Denver this week.

Source: http://www.infoworld.com/d/networking/apple-under-fire-backing-ipv6-support-190856?source=rss_networking

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The year's best hardware, software, and cloud services

Was it the philosopher George Santayana who said, "Those who don't remember the past are condemned to repeat it?" Did he offer any hints for those of us who want to repeat the past, especially the successes? We're beyond the teary elegies of 2011 and deep into making resolutions for 2012. If we're going to stand half a chance of creating something great this year, it only makes sense to pause and celebrate what went right in 2011.

Source: http://www.infoworld.com/t/cloud-computing/the-years-best-hardware-software-and-cloud-services-183199?source=rss_data_management

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Tap the power of Windows network load balancing

Admins seeking a secret weapon in Windows environments should look no further than network load balancing, an often underutilized capability built right into Windows Server, and one that's easy to take advantage of.

Source: http://www.infoworld.com/d/microsoft-windows/tap-the-power-of-windows-network-load-balancing-190107?source=rss_networking

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Apple pursues ban on altered Samsung Galaxy tablet in Germany

A D�sseldorf court has set a date to hear an appeal from Apple, which is seeking an injunction preventing Samsung Electronics from selling a tablet modified to beat an earlier injunction, a court spokesman said on Friday.

The hearing is set for June 5, said Ulrich Egger, a spokesperson for the higher regional court in D�sseldorf.

Source: http://www.infoworld.com/d/mobile-technology/apple-pursues-ban-altered-samsung-galaxy-tablet-in-germany-191381?source=rss_the_industry_standard

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CallCopy Earns Top Overall Vendor Satisfaction Rating

DMG Consulting releases annual quality management survey, which provides insights into workforce optimization vendors. The survey ranked CallCopy as the number one in fifty percent of the categories including training and implementation.

Source: http://www.contactcenterworld.com/view/contact-center-news/callcopy-earns-top-overall-vendor-satisfaction-rating-in-dmg-consultings-2012.aspx

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Friday, April 27, 2012

2 more cloud myths busted: Lock-in and locked up

The world of cloud computing grows like a weed in summer, and many assumptions are being made that just aren't correct. I've previously exposed four cloud myths you shouldn't believe. Now it's time for me to climb up on my soapbox and correct a few more.

Source: http://www.infoworld.com/d/cloud-computing/2-more-cloud-myths-busted-lock-in-and-locked-191670?source=rss_the_industry_standard

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The OpenStack drama and the future of the cloud

For some time, I've been fascinated by OpenStack, an exciting open source project that's evolving into a "cloud operating system" for the data center.

Source: http://www.infoworld.com/t/cloud-computing/the-openstack-drama-and-the-future-of-the-cloud-190423?source=rss_data_center

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Vermont Rail System

OAISYS, a business call recording and contact center management solution provider, helps keep regional rail service operator Vermont Rail System (VRS) on track with the OAISYS Tracer call recording solution. VRS relies on the Tracer contact center management solution to capture and record both telephone and radio calls for process adherence, service and regulatory compliance.

Source: http://www.contactcenterworld.com/view/contact-center-case-study/vermont-rail-system.aspx

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Oracle says Google knowingly 'broke the rules' with Java

Oracle and Google kicked off a high-stakes jury trial in San Francisco on Monday, with Oracle arguing that Google ran roughshod over its intellectual property rights because the search giant was scared of getting left behind in the mobile advertising business.

"This case is about Google's use, in Google's business, of somebody else's property without permission," said Michael Jacobs, an attorney for Oracle, in his opening remarks to the jury.

Source: http://www.infoworld.com/d/the-industry-standard/oracle-says-google-knowingly-broke-the-rules-java-191042?source=rss_the_industry_standard

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Business continuity emerges as latest IPv6 killer app

IPv6 appears to have found a new killer app: business continuity.

This replacement for the Internet's main communications protocol has been searching for a business driver that would propel ISPs and enterprises to make investments and upgrades since it was created 15 years ago.

Source: http://www.infoworld.com/d/networking/business-continuity-emerges-latest-ipv6-killer-app-190648?source=rss_networking

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Global Expansion Driving Australian BPO Uptake

Global expansion is the main driver for Business Process Outsourcing (BPO) and also the key benefit for Australian businesses, with further significant growth in the BPO market anticipated over the next two years.

Source: http://www.contactcenterworld.com/view/contact-center-research/global-expansion-driving-australian-bpo-uptake.aspx

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Shades of pcAnywhere in VMware breach

Shades of pcAnywhere in VMware breach

This week, virtualization software maker VMware acknowledged that a single file posted online came from the source code to its ESX hypervisor.

Source: http://www.infoworld.com/t/security/shades-of-pcanywhere-in-vmware-breach-191889?source=rss_virtualization

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Chrome beats IE on any given Sunday

Over the past three weeks, Google Chrome has beaten out Internet Explorer as the No. 1 browser in the world -- but only on Sundays. Monday through Saturday, IE has remained the browser with the highest worldwide market share, although its lead is slipping.

Source: http://www.infoworld.com/t/web-browsers/chrome-beats-ie-any-given-sunday-190182?source=rss_consumerization_of_it

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PNC Bank to Close Call Center in Northwestern Pennsylvania

About 150 people will lose their jobs by Nov. 1 when PNC Bank closes a customer call center in northwestern Pennsylvania.

Source: http://www.contactcenterworld.com/view/contact-center-news/pnc-bank-to-close-call-center-in-nw-pa.-idling-150.aspx

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Heavy hitters throw weight behind future OpenStack Foundation

Heavy hitters throw their weight behind future OpenStack Foundation

IBM, HP, Red Hat, Dell, Cisco, NetApp, and a host of other technology companies today announced plans to lay down big money and other resources to become premium members of a future OpenStack Foundation, a nonprofit organization

Source: http://www.infoworld.com/t/cloud-computing/heavy-hitters-throw-weight-behind-future-openstack-foundation-190692?source=rss_data_center

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Who is threatening the security of your network?

The myriad threats to public, private and U.S. government networks is getting a ton of attention in Washington, D.C., this week as the House gets ready to debate yet another cyber security bill.

Source: http://akamai.infoworld.com/d/security/who-threatening-the-security-of-your-network-191679?source=rss_security

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Crimestoppers Records Highest Monthly Call Total

The latest statistics from Crimestoppers indicate a continuing increase in support from the community for the anonymous service.

Source: http://www.contactcenterworld.com/view/contact-center-research/crimestoppers-records-highest-monthly-call-total.aspx

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Thursday, April 26, 2012

Call Center Software Advancements Ease Winter Staffing Concerns

With a storm of fairly epic proportions, the Northeast was officially thrust into winter this week hailing a season beset by ice, snow and miserable travel conditions. This storm in particular dumped upwards of 20 inches across the region and tied records for the 10th most powerful blizzard in history rivaling another storm from 1892. From New Jersey to Boston roadways and mass transit systems were at a standstill, wreaking havoc on commutes and leaving a huge mess to clean up. In Long Island where the storm completely shut down the rail system special call centers were opened to address ...

Source: http://usan.hivefire.com/articles/4589/call-center-software-advancements-ease-winter-staf/

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Communications-in-the-Cloud Trends: Video Interview with Interactive Intelligence and Ventana Research

Cloud-based communications solutions will see significant traction over the next several years and beyond according to Ventana Research vice president and research director, Richard Snow and Interactive Intelligence chief marketing officer, Joe Staples.

Source: http://usan.hivefire.com/articles/7456/communications-in-the-cloud-trends-video-interview/

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Dell brings 40-Gigabit Ethernet into PowerEdge blade system

Dell will flesh out its new virtual networking strategy at Interop next month when it shows off a 40-Gigabit Ethernet switch for its PowerEdge M1000e blade system announced Tuesday, extends its management software and shows its equipment working with the OpenFlow standard for SDN (software-defined networking).

Source: https://www.infoworld.com/d/networking/dell-brings-40-gigabit-ethernet-poweredge-blade-system-191618?source=rss_data_center

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7th Annual Top Ranking Performers (Best Practices) in the Americas

Learn, network and benchmark your contact center, customer service center, help desk with the very best in North & South America. A ContactCenterWorld.com event

Source: http://www.contactcenterworld.com/html/ev/ev_67c03dac2f0d470e92bcaf53602dd08f.aspx

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Oracle prepares to update its analytics strategy and go after SAP customers

Oracle co-President Mark Hurd is scheduled to reveal new details about the vendor's BI (business intelligence) and analytics strategy, including new applications aimed at SAP customers, during an event on April 4.

Hurd will be joined by Balaji Yelamanchili, senior vice president of analytics and performance management, according to an announcement on Oracle's website.

Source: http://www.infoworld.com/d/business-intelligence/oracle-prepares-update-its-analytics-strategy-and-go-after-sap-customers-189380?source=rss_business_intelligence

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Mark Hurd spells out Oracle's analytics vision

Oracle rolled out a series of announcements aimed at portraying itself as the industry's dominant player in business analytics on Wednesday, as well as one relevant to customers of rival SAP.

The company foreshadowed its intentions last month, posting a general outline of Wednesday's announcements on its website. Oracle co-President Mark Hurd provided more specifics on the news during a webcast event Wednesday from the OpenWorld conference in Tokyo.

Source: http://podcasts.infoworld.com/d/business-intelligence/mark-hurd-spells-out-oracles-analytics-vision-190226?source=rss_business_intelligence

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Bad stats sink cyber crime costs claims

If you follow computer security and have a good memory, you might remember a story from early 2009 that claimed cyber crime costs businesses as much as $1 trillion in just one year -- that's "trillion" with a "t." The version I saw was by Cnet writer Elinor Mills, whom I've always considered quite reliable. Somehow, her reporter's BS detector didn't go off, and she regurgitated that wild assertion by McAfee, a company that makes a living selling security products and services.

Source: http://www.infoworld.com/d/the-industry-standard/bad-stats-sink-cyber-crime-costs-claims-191138?source=rss_the_industry_standard

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Technology advancements bring information silos out of isolation | Telemarketing & Call Center Solutions | Find Articles at BNET

As global competition intensifies, selling the "right" products at reasonable prices no longer guarantees commercial success. One company's offerings can seem pretty much like another's. To take the lead, companies must fine-tune customer connections and extend customer relationships in new ways. They must differentiate themselves by giving customers faster, more pertinent answers to queries and by addressing each customer's unique set of needs. Call centers become the focus of value-added customer contact, combining all portals to the enterprise including telephone, fax, e-mail and the Web.

Source: http://usan.hivefire.com/articles/4590/technology-advancements-bring-information-silos-ou/

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Still There…? 8 Effective Ways To Combat Absence In Contact Centres

Absenteeism is one of the biggest challenges facing contact centre industry; one of three best-growth sectors in South Africa (where the author is located). Here are eight top industry tips to keep call centre lines humming...

Source: http://www.contactcenterworld.com/view/contact-center-article/still-there-8-effective-ways-to-combat-absence-in-contact-centres.aspx

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Amazon offers cloud apps at hourly rates from IBM, SAP, others

Amazon Web Services on Thursday announced a new online marketplace that allows customers to buy software and services from a variety of vendors at hourly rates through its cloud infrastructure platform.

Commercial software vendors including IBM, Microsoft, SAP, and CA Technologies are offering products for sale on the site. A variety of open-source software is also available, including the Drupal content management system, SugarCRM and a number of application development stacks.

Source: http://www.infoworld.com/d/cloud-computing/amazon-offers-cloud-apps-hourly-rates-ibm-sap-others-191272?source=rss_cloud_computing

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The OpenStack drama and the future of the cloud

For some time, I've been fascinated by OpenStack, an exciting open source project that's evolving into a "cloud operating system" for the data center.

Source: http://images.infoworld.com/t/cloud-computing/the-openstack-drama-and-the-future-of-the-cloud-190423?source=rss_virtualization

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Wednesday, April 25, 2012

Conficker: Microsoft says two basic security steps might have stopped infections

If businesses and consumers stuck to security basics, they could have avoided all cases of Conficker worm infection detected on 1.7 million systems by Microsoft researchers in the last half of 2011.

According to the latest Microsoft Security Intelligence report, all cases of Conficker infection stemmed from just two attack methods: weak or stolen passwords and exploiting software vulnerabilities for which updates existed.

Source: http://www.infoworld.com/d/security/conficker-microsoft-says-two-basic-security-steps-might-have-stopped-infections-191756?source=rss_security

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From IT to ET: The next wave of IT transformation

IT as we know it is over.

That's hardly a new observation. It was most notably made in 2003, in a now-famous Harvard Business Review article by pundit Nicholas Carr called "IT Doesn't Matter." The gist of Carr's argument: IT has become a commodity, like electricity. It's no longer a sustainable differentiator (when was the last time you heard a company brag that it did a better job than a competitor because it had "better electricity"?).

Source: http://www.infoworld.com/d/business-intelligence/it-et-the-next-wave-of-it-transformation-191477?source=rss_business_intelligence

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Veeam launches solution for virtualization management

Server virtualization has become a must-have technology for almost any organization. While VMware vSphere still dominates the market with its mature and feature-rich platform, Citrix XenServer, Microsoft Hyper-V, and Red Hat KVM have gotten much closer to feature parity with VMware.

Source: http://www.infoworld.com/d/virtualization/veeam-launches-solution-virtualization-management-191585?source=rss_virtualization

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Queue Management Affects Retail Sales According to Qmatic Survey

UK retailers reveal in “Customer Flow in Retail” research that ability to match store staff to customers affects cross-sell/up-sell opportunities, and better queue management increases hourly transactions

Source: http://www.contactcenterworld.com/view/contact-center-research/queue-management-affects-retail-sales-according-to-qmatic-survey.aspx

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Yammer CEO: We're consumerizing the enterprise

Successful businesses create an environment where people share best practices to enable others to learn and grow. Enterprise social networking can't make that happen by itself -- but it does provide the most conducive technological means imaginable.

Source: http://www.infoworld.com/t/consumerization-of-it/yammer-ceo-were-consumerizing-the-enterprise-191435?source=rss_consumerization_of_it

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Tap the power of Windows network load balancing

Admins seeking a secret weapon in Windows environments should look no further than network load balancing, an often underutilized capability built right into Windows Server, and one that's easy to take advantage of.

Source: http://www.infoworld.com/d/microsoft-windows/tap-the-power-of-windows-network-load-balancing-190107?source=rss_data_center

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CopperEgg updates real-time monitoring for server processes

If you're interested in real-time monitoring of your server processes and seeing the overall condition of your Windows, Linux, and Mac OS X servers from a single console, you might want to take a look at the latest SaaS offering from CopperEgg, which just announced the updated version of RevealCloud 3.

Source: http://images.infoworld.com/d/virtualization/copperegg-updates-real-time-monitoring-server-processes-189957?source=rss_networking

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The "Uncentered" Call Center

Today's hosted, virtual call center solutions like are a revelation to anyone who remembers the way call centers used to operate. Today's contact centers can now tap into resources without being constrained by geography. Agents can be located anywhere...

Source: http://usan.hivefire.com/articles/95327/the-uncentered-call-center/

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ICSA Toronto Chapter 15th Annual Customer Service Conference

This conference features 12 world-class speakers over two days. If you are a customer service/contact centre professional, you cannot miss this event!

Source: http://www.contactcenterworld.com/html/ev/ev_bc23ac147b744b0e9d90b20423e285e8.aspx

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How to get a hot job in big data

Big data is reshaping business IT. Thanks to cheap storage, massive processing power, and tools like Hadoop, organizations are now able to mine terabytes of information and derive useful business intelligence from it.

Source: http://www.infoworld.com/t/it-jobs/how-get-hot-job-in-big-data-188629?source=rss_data_management

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Tuesday, April 24, 2012

CRM buyers likely to benefit from market upswing

If you are in the market for CRM software, you are in a good spot. Two analysts firms are predicting plenty of growth and lots of healthy competition ? good news if you can go shopping. Recent market projections from both Gartner Inc. and International Data Corp (IDC) indicate it is all up from here in....

Source: http://usan.hivefire.com/articles/109193/crm-buyers-likely-to-benefit-from-market-upswing/

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Yammer to upgrade enterprise social networking software

Yammer will announce a series of enhancements to its enterprise social-networking software on Tuesday, including updates in areas such as search, groups and mobile, as well as expanded integration with third-party products, such as the Microsoft Dynamics enterprise applications. A new Universal Search feature allows users to search through Yammer content from within pre-integrated third-party software, including Salesforce.com, SAP and Microsoft SharePoint. The new search function also comes with an API (application programming interface) for custom integrations.

Source: http://www.infoworld.com/d/applications/yammer-upgrade-enterprise-social-networking-software-191622

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Android malware writers exploit Instagram craze to distribute SMS Trojan

In an attempt to take advantage of the popularity of free photo-sharing app Instagram among smartphone users, malware writers have created fake Instagram websites to distribute Android Trojan horses, according to security researchers from antivirus firms Sophos and Trend Micro.

Originally developed for Apple's iOS devices, Instagram allows smartphone users to take photos, apply various digital filters to them and share the resulting images on social networking websites. There are over 30 million registered Instagram accounts as of April 2012, according to its creators.

Source: http://www.infoworld.com/d/security/android-malware-writers-exploit-instagram-craze-distribute-sms-trojan-191270?source=rss_security

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More law firms are flying to cloud-based unified communications. Are you ready ...

WisBarMore law firms are flying to cloud-based unified communications. Are you ready ...WisBarFor larger firms, in times of heavy call volume, calls can be abandoned or lost when a single receptionist or even an automated call center becomes inundated. Unified communications provides powerful call routing tools that ensure that incoming calls ...

Source: http://usan.hivefire.com/articles/113914/more-law-firms-are-flying-to-cloud-based-unified-c/

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Big data in the real world isn't so easy

General Motors' OnStar service, which provides drivers with remote vehicle diagnostics and responds to emergencies, already manages as much as 3 petabytes of data annually. OnStar CIO Jeffrey Liedel knows there is so much more that can be done to exploit that data for the benefit of drivers and GM's business.

For example, GM is pilot-testing a mobile app for its Chevrolet Volt electric car that would help drivers monitor their vehicle batteries and remotely manage charging them.

Source: http://www.infoworld.com/d/business-intelligence/big-data-in-the-real-world-isnt-so-easy-190999?source=rss_business_intelligence

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CRM buyers likely to benefit from market upswing

If you are in the market for CRM software, you are in a good spot. Two analysts firms are predicting plenty of growth and lots of healthy competition ? good news if you can go shopping. Recent market projections from both Gartner Inc. and International Data Corp (IDC) indicate it is all up from here in....

Source: http://usan.hivefire.com/articles/109193/crm-buyers-likely-to-benefit-from-market-upswing/

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ShoreTel releases new version of call center software

ShoreTel Contact Center 6 allows organizations to integrate contact center activities with existing core business processes. New application programming interfaces and event feeds transform the call center into a contact center that feeds off the information to self adjust, react and reorganize to enhance the customer experience, the company said.

Source: http://usan.hivefire.com/articles/9114/shoretel-releases-new-version-of-call-center-softw/

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Fujitsu launches software suite of tools for big data

Fujitsu said Monday it will release a set of software suite tools aimed at processing and analyzing huge sets of diverse information known as big data.

The company announced server software aimed at handling large, diverse file systems, quickly scanning volumes of data, and rapidly storing and reading information from databases. Fujitsu is also developing dedicated hardware for the new packages, which it will launch by the end of next March, said Kazuo Imada, head of the company's cloud platform development group.

Source: https://www.infoworld.com/d/business-intelligence/fujitsu-launches-software-suite-of-tools-big-data-191457?source=rss_business_intelligence

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Nokia's great Windows Phone hope: Beauty without brawn

Nokia may sell more cellphones than any other company in the world, but it's been all but excluded from the United States for years -- and it's seen its global sales steadily shrink as the iPhone and Android smartphones have become the darlings of buyers in an increasing number of countries. Nokia's relevance has been fast receding, and its Symbian, Maemo, and MeeGo efforts became a pattern of failure for a company that just didn't get it.

Source: http://www.infoworld.com/d/mobile-technology/nokias-great-windows-phone-hope-beauty-without-brawn-190483?source=rss_consumerization_of_it

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Knowlagent Selects High-Tech BtoB PR and Marketing Firm Arketi Group as Agency of Record

"The ROI that Knowlagent delivers to call centers is tremendous, and what they are doing embodies the business value cloud-based solutions are able to deliver today." Arketi Group is a PR and digital marketing firm that helps business-to ...

Source: http://usan.hivefire.com/articles/163230/knowlagent-selects-high-tech-btob-pr-and-marketing/

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Non-profit says broadband influencers aren't talking to the right people about ...

A non-profit based in the state of Washington that says it is "dedicated to sharing facts and figures to educate the public about the benefits of broadband technology for economic development and jobs in their communities."

Source: http://usan.hivefire.com/articles/114683/non-profit-says-broadband-influencers-arent-talkin/

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Monday, April 23, 2012

Tech & Your Biz: How a Cleaning Franchise Embraces Cloud Technology

Another example of these 'aha' moments has to do with MaidPro's call center. With cloud technology, a representative can call someone who's looking at the website and considering the service. This reduced the customer's waiting time to a matter of ...

Source: http://usan.hivefire.com/articles/110284/tech-your-biz-how-a-cleaning-franchise-embraces-cl/

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What to ask when choosing a new storage platform

No one likes to rip and replace. But sooner or later, you need to buy new stuff to upgrade or augment existing your storage infrastructure -- and each time you need to go to school on your options as if you'd never seen a SAN before. That's how fast the technology changes.

Source: http://www.infoworld.com/d/data-explosion/what-ask-when-choosing-new-storage-platform-189890?source=rss_virtualization

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Most IT and security professionals see Anonymous as serious threat to their companies

The majority of IT and security professionals believe that Anonymous and hacktivists are among the groups that are most likely to attack their organizations during the next six months, according to the results of a survey sponsored by security vendor Bit9. Sixty-four percent of the nearly 2,000 IT professionals who participated in Bit9's 2012 cyber Security Survey believe that their companies will suffer a cyber attack during the next six months and sixty-one percent of them chose hacktivists as the likely attackers.

Source: http://www.infoworld.com/d/security/most-it-and-security-professionals-see-anonymous-serious-threat-their-companies-191502

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Cloud-Based Call Center Software Provider Expands in RP | Manila Bulletin Newspaper | Find Articles at BNET

Cloud-Based Call Center Software Provider Expands in RP from Manila Bulletin provided by Find Articles at BNET

Source: http://usan.hivefire.com/articles/355/cloud-based-call-center-software-provider-expands-/

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What to ask when choosing a new storage platform

No one likes to rip and replace. But sooner or later, you need to buy new stuff to upgrade or augment existing your storage infrastructure -- and each time you need to go to school on your options as if you'd never seen a SAN before. That's how fast the technology changes.

Source: http://www.infoworld.com/d/data-explosion/what-ask-when-choosing-new-storage-platform-189890?source=rss_data_center

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Avoid disaster with stretched clusters

Because virtualization offers so much cost savings and agility, many organizations are going the whole hog and virtualizing mission-critical systems they wouldn't have dreamed of virtualizing a little while ago. Who would have thought, for example, that we'd see enterprises deploy Oracle virtually rather than on physical hardware?

Source: http://www.infoworld.com/d/data-explosion/avoid-disaster-stretched-clusters-191416?source=rss_networking

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2011 Global Best Practices

Top Ranking Performers from around the Contact Center World

Source: http://www.contactcenterworld.com/html/ev/ev_f773b0ec0b924cb6827bbc2201826569.aspx

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Quantum unveils enterprise-class cloud backup services

Quantum today announced an enterprise-class backup service that includes data deduplication aimed at protecting data in virtual server environments.

The new cloud service is built on Quantum's vmPro virtual machine backup software and its new virtual deduplication appliance, the DXi V1000, which was also unveiled today.

Source: http://www.infoworld.com/d/storage/quantum-unveils-enterprise-class-cloud-backup-services-189126?source=rss_virtualization

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Mozilla blocks Java in Firefox for some Mac users

Mozilla this week began blocking outdated versions of a Java plug-in in Firefox for some Mac users after calling the threat posed by the Flashback malware "evident and imminent."

The move came two weeks after Mozilla disabled unpatched versions of Oracle's software on Firefox for Windows.

Source: http://akamai.infoworld.com/d/applications/mozilla-blocks-java-in-firefox-some-mac-users-191156?source=rss_security

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Top 3 Methods for Improving Call Center Quality

In a recent survey of call center supervisors and managers, participants were asked to rate the most important and effective ways to improve the customer service levels their call center agents provide. Call recording, monitoring and a performance dashboards came out on top of that list.

Source: http://usan.hivefire.com/articles/8993/top-3-methods-for-improving-call-center-quality/

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The Grill: Internet pioneer David D. Clark

When the American Academy of Arts and Sciences decided to explore the complex issues of security and privacy in cyberspace for its academic journal Daedalus , it tapped Internet pioneer David D. Clark to serve as guest editor. Clark's credentials certainly made him a worthy selection. He has been involved in the development of the Internet since the 1970s and served as chief protocol architect and chair of the Internet Activities Board from 1981 to 1989.

Source: http://akamai.infoworld.com/d/networking/the-grill-internet-pioneer-david-d-clark-189461?source=rss_networking

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Three Tools for Your SMB Portfolio

While the cornerstone of an IT services business continues to be its personnel (and their consultative skills), the addition of a few common tools makes the possibilities virtually limitless. Consider how many of your SMB clients' needs could be fulfilled with just these three services:...

Source: http://usan.hivefire.com/articles/138177/three-tools-for-your-smb-portfolio/

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Privacy abuses could kill cloud storage

Did you hear? Some employers are asking for your Facebook and Twitter passwords before they offer you employment. This issue caused so much of a stir that Maryland passed legislation to ban employers from such requests.

Source: http://www.infoworld.com/d/cloud-computing/privacy-abuses-could-kill-cloud-storage-191217?source=rss_cloud_computing

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North American Contact Center Systems Market - market research report on Reportlinker

New report covers the state of the North American contact center systems market. Market segments covered include inbound contact routing systems, IVR/voice portal systems, outbound dialer systems, quality monitoring systems, workforce management software, and contact center analytics. The study discusses the drivers and restraints for growth and...

Source: http://usan.hivefire.com/articles/114477/north-american-contact-center-systems-market-marke/

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Cloud Based Contact Center Software a Safe Bet

"The cloud" is about as big a buzz word right now as any technology in the contact center software space. The question is does it have the clout to follow through on the hype, or is it about as ephemeral as the atmospheric phenomenon it gets its name sake from?

Source: http://usan.hivefire.com/articles/13897/cloud-based-contact-center-software-a-safe-bet/

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Demo 2012 products also cater to the enterprise

Although much of the draw to the 2012 Demo Conference in Santa Clara, Calif., this week surrounds consumer technology, such as the fantasy politics game or the electric skateboard, the conference still has plenty to offer those with a mind toward work productivity (see the slideshow for a closer look at the show's hottest products).

Source: http://www.infoworld.com/d/security/demo-2012-products-also-cater-the-enterprise-191163?source=rss_security

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Non-profit says broadband influencers aren't talking to the right people about ...

A non-profit based in the state of Washington that says it is "dedicated to sharing facts and figures to educate the public about the benefits of broadband technology for economic development and jobs in their communities."

Source: http://usan.hivefire.com/articles/114683/non-profit-says-broadband-influencers-arent-talkin/

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Sunday, April 22, 2012

Voice Recognition: Technologies and Global Markets

Given the continued adoption of wireless devices and the seemingly insatiable consumer and business demand for unlimited access to information, it is likely that many enterprising companies will choose voice recognition solutions, either hosted at their site or shared in a cloud-computing environment, for competitive advantage even when the short-term economic landscape remains murky. This report will analyze in depth, voice recognition technologies and the market and applications they serve.

Source: http://usan.hivefire.com/articles/76930/voice-recognition-technologies-and-global-markets/

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VMware tackles enterprise personal cloud

The public cloud and now even the private cloud have been pretty well defined. The personal cloud is somewhat fuzzier.

Source: http://www.infoworld.com/t/cloud-computing/vmware-tackles-enterprise-personal-cloud-189953?source=rss_virtualization

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