Source: http://usan.hivefire.com/articles/119559/8-contact-center-best-practices/
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Thursday, May 31, 2012
8 Contact Center Best Practices
Run a cloud contact center if it suits the business model. Cloud computing allows companies to benefit from Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS) technologies for their contact centers. ...
Microsoft System Center 2012: Streamlined cloud service management
Microsoft released the final version of its System Center 2012 suite of components in April at a conference in Las Vegas. I've taken a hard look and used it in a variety of tests, and I find it a compelling product that has lost a lot of its licensing and complexity baggage. Let's drill down.
System Center's goal
Bay County Sheriff’s Office Becomes NCMEC 9-1-1 Call Center Partner
The Bay County Sheriff’s Office announced Wednesday it has fulfilled all requirements set forth by the National Center for Missing and Exploited Children (NCMEC) and has been approved to become a NCMEC 9-1-1 Call Center Partner.
Microsoft's new data-sorting method sets record
Besting a record set by Yahoo in 2009, the research arm of Microsoft have deployed a new technique for quickly sorting large amounts of data, called Flat Datacenter Storage (FDS).
The researchers will discuss their work at an Association for Computing Machinery conference dedicated to databases this week in Scottsdale, Arizona. They are also implanting their data-sorting techniques in Microsoft's Bing search engine, where it could boost response times to user queries.
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Tibco adds Hadoop support to Spotfire in-memory analytics
Tibco has brought its Spotfire in-memory analytics software into the burgeoning ecosystem around Hadoop, an open-source framework for processing large sets of information, the company announced on Monday.
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Customer Feedback
With regards to buying new contact centre technology you need to start off with where your customers think that you are not delivering a great level of service. Match this against business objectives that you have to meet, whether that relates to some cost reductions you want to make, or whether it is customer satisfaction.
Make sure that what you are buying is going to address those areas. Once you’ve made that decision it is important to look at a supplier that does due diligence. That due diligence should include going around and talking to people who have invested in that technology. Do not just buy from the first person that comes along. - Rob Farnham, Managing Director, Quality Plus (QPC)
Make sure that what you are buying is going to address those areas. Once you’ve made that decision it is important to look at a supplier that does due diligence. That due diligence should include going around and talking to people who have invested in that technology. Do not just buy from the first person that comes along. - Rob Farnham, Managing Director, Quality Plus (QPC)
Source: http://www.contactcenterworld.com/tips.aspx?id=5119e0f08a3a493689dc18964882f4e3
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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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WWDC sneak peek: Don't let iOS 6 blind you to the real action in iCloud
I usually hold my nose at Apple rumor stories since 99 percent are simply made up or otherwise false. As Apple's World Wide Developers Conference (WWDC) in mid-June approaches, we're getting the obligatory rumors of an iOS 6 reveal, as well as the perpetual rumors of both a 7-inch iPad and a completely new design for an "iPhone 5."
How Contact Centers Build Better Brands
Long vilified as necessary cost centers that drain resources, contact centers, are in fact, a companys first point of contact in generating revenue, instilling customer loyalty and building the brand. Changing perceptions takes the right attitude--as well as the right technology.
End the appliance-sprawl blues with virtual appliances
Appliances have a solid place in the IT world as vendors take a stand-alone system and install their software on top for a very specific purpose. Storage appliances, network appliances, antispam/antivirus appliances, load balancers, and so forth all have a special place in organizations that see the value in having devices with lower setup complexity and allow for simplified support. The downside: They take up space in your environment (aka appliance sprawl), not to mention the added hardware cost they can incur.
HP: Net-Zero Energy Data Center cuts power usage by 30 percent
HP today unveiled the blueprints for its HP Net-Zero Energy Data Center, an architecture designed to automatically match energy supply with a facility's IT workload energy demands.
White House launches coordinated effort to battle botnets
The U.S. government has launched a coordinated effort with several trade groups and private companies to combat botnets and educate affected computer users, the White House announced Wednesday.
The new effort to fight the large networks of compromised computers will involve a range of activities, including plans to share information about botnets among government and private organizations and a nationwide consumer education campaign, members of President Barack Obama's administration announced.
Wednesday, May 30, 2012
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?
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Best Practices in the Contact Center World - 6th Annual Global Conference
The Best in the World - ALL 2011 AWARD WINNERS FROM 19 NATIONS!
The worlds best Internal & Outsourced contact centers will share best practices:
The worlds best Internal & Outsourced contact centers will share best practices:
Source: http://www.contactcenterworld.com/html/ev/ev_ac33b2049bda451e92cc098475b23193.aspx
Top 7 dilemmas facing today's developers
Your boss wants it yesterday, but it better be good when judged by the standards of tomorrow. Your customers want every feature they can imagine, but don't you dare confuse them by giving them all the buttons they want. Your fellow programmers want your code documented, but they just respond "tl;dr" to anything you write.
Hosted Predictive Dialers Help to Address Challenges in Blended Call Center
Getting your callers to the right call center agent can be a challenge in an environment wrought with ineffective processes, record low connect rates and heightened regulatory scrutiny. This should be a focused movement to reach success, however, as the ability to control which agents receive the highest potential calls can contribute to either good or bad operating margins, competitive ranking and compliance goals. These challenges are especially apparent in the call center environment where inbound and outbound call blending occurs. A recent LiveVox (News - Alert) paper examined how call centers are utilizing hosted technologies, such as the hosted ...
Source: http://usan.hivefire.com/articles/26919/hosted-predictive-dialers-help-to-address-challeng/
Cloudant expands data services reach to Europe
Cloudant, which provides cloud-based data services for Web and mobile applications, is taking its "data layer as a service" technology global this week, with the expansion of its network to include European coverage, courtesy of hosting partner SoftLayer, the company said. Previously, Cloudant has had facilities on the east and west coasts of the United States, as well as covering Asia with data center access in Singapore.
Update: SAP buying e-commerce vendor Ariba for $4.3 billion
SAP is buying cloud-based e-commerce vendor Ariba for $4.3 billion, the companies announced Tuesday.
Ariba's platform focuses on business-to-business commerce transactions. It makes a natural fit with SAP's "broad customer base and deep business process expertise," SAP said in a statement.
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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/
Middle East Contact Center Technology Trend Moving Towards All-in-one Solutions
The contact center industry in the Middle East is booming.
Gartner Says Worldwide BPO Growth Continues Despite Mixed Fortunes in Developed Countries
Gartner estimates that the BPO market will grow in many regions. See expectations.
Source: http://usan.hivefire.com/articles/143223/gartner-says-worldwide-bpo-growth-continues-despit/
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Is cloud-based security really cheaper?
Businesses in new study were five times more likely to have decreased spending on managing security over three years.
Best Practices in the Contact Center World - 6th Annual Global Conference
The Best in the World - ALL 2011 AWARD WINNERS FROM 19 NATIONS!
The worlds best Internal & Outsourced contact centers will share best practices:
The worlds best Internal & Outsourced contact centers will share best practices:
Source: http://www.contactcenterworld.com/html/ev/ev_ac33b2049bda451e92cc098475b23193.aspx
Why big data means a big year for Hadoop
You can't have a conversation in today's business technology world without touching on the topic of big data.
Simply put, it's about data sets so large-in volume, velocity and variety-that they're impossible to manage with conventional database tools. In 2011, our global output of data was estimated at 1.8 zettabytes (each zettabyte equals 1 billion terabytes). Even more staggering is the widely quoted estimate that 90 percent of the data in the world was created within the past two years.
Bell Companies customer service quotes small business business week
Tuesday, May 29, 2012
Singo Solution
In order to remain competitive in this market, today’s call centers must effectively handle different modes of contact while containing costs, improving agent efficiencies, and delivering high-quality interactions. Using the Distributed model that Ada was able to provide, Singo Solution developed one of the largest Call Management Systems available. No longer tied down to physi
Source: http://www.contactcenterworld.com/view/contact-center-case-study/singo-solution.aspx
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Yahoo launches big data analytics tool for online advertisers
Yahoo today launched a new tool for online advertisers designed to take advantage of the company's extensive experience with big data analytics.
business week starting a business entrepreneur business plan
Connected TVs: A new frontier for developers
Will Internet-capable TVs be the next frontier for app developers? After all, roughly one in five TVs shipped in the United States last year were capable of being connected to the Internet in various ways, according to DisplaySearch, a market research firm. And shipments of Web-enabled sets are growing at 30 percent a year. You'd think that manufacturers like Samsung and Panasonic would be beating the bushes looking for capable developers.
AFSA Discusses Recent FTC Discussion about Consumer Rights Regarding Debt Collection and Use of Auto Dialers
CallFire's Hosted IVR services are easy to use &quick to deploy. Within minutes of opening your free account users can create rich telephone IVRs, buy phone numbers & even administer automated outbound telephone surveys. With so many advances in VoIP ...
Source: http://usan.hivefire.com/articles/71556/afsa-discusses-recent-ftc-discussion-about-consume/
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Predictive Dialer Provider Telstar Expands its Executive Management Team
Predictive Dialer Provider Telstar Expands its Executive Management TeamTMCnet... Communications-as-a-Service technology and offers blended call center services, predictive dialer capabilities, and automated messaging via the cloud. ...
Source: http://usan.hivefire.com/articles/147/predictive-dialer-provider-telstar-expands-its-exe/
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Changing the Channel
Research reveals how consumers will contact customer service within the next two years. Contact centers need to evolve, as customers increase their demands for more responsive, higher-quality service in the modern multimedia world, according to research from Avaya
Source: http://usan.hivefire.com/articles/114621/changing-the-channel/
Enghouse Interactive CT Connect Verified as Cisco Compatible
Solution Addresses the Computer Telephony Integration Needs of Cisco End Users
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5 things CIOs should know about big data
No. 1: You will need to think about big data
Big data analysis got its start from the large Web service providers such as Google, Yahoo, and Twitter, which all needed to make the most of their user-generated data. But enterprises will big data analysis to stay competitive and relevant.
Why Microsoft's anti-iPad strategy will backfire
When Steve Jobs came back to run Apple in summer 1997, he famously told Apple's Mac fans "we need to get away from this notion that for Apple to win, Microsoft has to lose." He then announced a $150 million investment in the then-struggling Apple by Microsoft -- with Bill Gates joining the Macworld Expo announcement via satellite -- and a commitment by Microsoft to keep Office for Mac on the market and at parity with the Windows version.
Alpha Recovery Deploys Hosted Debt Collection Solution by Latitude Software (NASDAQ:ININ)
Collection agency uses hosted software suite to optimize customer service, minimize costs, and realize a faster return-on-investment.
Source: http://usan.hivefire.com/articles/8928/alpha-recovery-deploys-hosted-debt-collection-solu/
Behind Intel's trash-talking about Windows on ARM
Windows RT, aka Windows on ARM-based devices, is too limited to succeed, say many people who've tried out the Windows 8 consumer preview. However, you don't need an ARM tablet to simulate the Windows RT experience; just stick with the Metro part of Windows 8 on whatever touch device you have.
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Monday, May 28, 2012
Aberdeen Research shows the value of on-demand contact centre solutions
New research by Aberdeen Group, a Harte-Hanks Company shows that customers want to interact with contact centers at the time and in the manner of their choosing. The modern contact center needs to be available 24 x 7. The report, Deriving Business Value from On-Demand Contact Center Solutions, shows that the benefits of switching contact center services to an on-demand provider extend well beyond cost savings.
Source: http://usan.hivefire.com/articles/22352/aberdeen-research-shows-the-value-of-on-demand-con/
Citrix boosts VDI offerings for cloud-based mobile-centric world
Citrix Systems is upgrading XenDesktop, acquiring Virtual Computer, introducing a new type of hardware-assisted thin client and initiating a cloud project in an effort to make its virtual desktop infrastructure offering more attractive.
The company is focusing on that effort at its Synergy user conference, which opened Wednesday and runs through Friday in San Francisco.
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/
How to make PHP apps scale
The power of PHP and an RDBMS is the ability to nail the major features of an application with cheaply paid developers in a record amount of time. Unfortunately, the default runtime environment used by PHP is simply an unscalable mess.
Bell Companies customer service quotes small business business week
New HP thin client cuts the power cord
HP has announced the t410 All-In-One Smart Zero Client, a thin client PC that only consumes 13 watts and can be run using Power over Ethernet.
Announced at HP's Global Influencer Forum in Shanghai among a slew of Ultrabooks, "Sleekbooks," workstations, and printers, the t410 All-In-One Smart Zero was overshadowed by more anticipated products.
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Aberdeen Research shows the value of on-demand contact centre solutions
New research by Aberdeen Group, a Harte-Hanks Company shows that customers want to interact with contact centers at the time and in the manner of their choosing. The modern contact center needs to be available 24 x 7. The report, Deriving Business Value from On-Demand Contact Center Solutions, shows that the benefits of switching contact center services to an on-demand provider extend well beyond cost savings.
Source: http://usan.hivefire.com/articles/22352/aberdeen-research-shows-the-value-of-on-demand-con/
7th Annual Top Ranking Performers (Best Practices) in Europe, Middle East & Africa
Learn, network and benchmark your contact center, customer service center, help desk with the very best in Europe, Middle East & Africa. A ContactCenterWorld.com event
Source: http://www.contactcenterworld.com/html/ev/ev_f07b0cdfb03c45ae82acf0ccf88de2a3.aspx
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What the final decision on Oracle v. Google really means
As James Niccolai reported yesterday, the jury in the Oracle-Google trial has found than none of the eight remaining claims in
Motorola Mobility infringed Microsoft patent, says Munich court
Google-owned Motorola Mobility has infringed a Microsoft patent related to SMS messaging, according to a ruling in the Munich regional court, which also dismissed a second case related to a localization patent.
As a result of the regional court judge's ruling, Motorola Mobility must now take a license under Microsoft's Android licensing program, stop using features invented and patented by Microsoft, or stop selling infringing products in Germany, a Microsoft spokeswoman said via email.
Dirty IT jobs: Grime and punishment
Dirty IT jobs don't always look so dirty at first glance.
Dressing up like Tom Cruise in "Mission: Impossible" and breaking into a secured facility sounds like a blast -- until you're trapped for two hours in the freezing rain waiting to be rescued. Think writing sexy games would be fun? Imagine poring over endless photo sets of explicit anatomical closeups.
Top 7 dilemmas facing today's developers
Your boss wants it yesterday, but it better be good when judged by the standards of tomorrow. Your customers want every feature they can imagine, but don't you dare confuse them by giving them all the buttons they want. Your fellow programmers want your code documented, but they just respond "tl;dr" to anything you write.
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Download the Cloud Applications Deep Dive report
Thanks to the success of Amazon EC2, Salesforce, and other public cloud services, most enterprises understand the value of cloud computing, and an increasing number of enterprises are exploring the idea of getting into the cloud computing business. Why not? Launching a public cloud service may establish a new revenue stream -- or self-service convenience for customers -- with minimal additions to existing infrastructure.
Sunday, May 27, 2012
Update: SAP buying e-commerce vendor Ariba for $4.3 billion
SAP is buying cloud-based e-commerce vendor Ariba for $4.3 billion, the companies announced Tuesday.
Ariba's platform focuses on business-to-business commerce transactions. It makes a natural fit with SAP's "broad customer base and deep business process expertise," SAP said in a statement.
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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
SAP lays out cloud strategy post-SuccessFactors acquisition
SAP announced a broad set of plans to become a player in cloud computing, spanning from a "loosely coupled suite" of business applications to data integration and PaaS (platform as a service) Tuesday during the Sapphire conference in Orlando.
The conference comes several months after SAP's $3.4 billion acquisition of SuccessFactors, a move that gave it a large set of cloud-based HCM (human capital management) software as well as what executives called "cloud DNA," or expertise running such businesses.
Contact Solutions Acquires Adaptive Audio
Contact Solutions Acquires Adaptive Audio, and Dan OSullivan joins company as principal technologist.
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Boost the Power of the IVR System via Integration with Core Business Applications
The days when interactive voice response (IVR) technology was a one-way transaction are thankfully over, particularly as banks and other financial institutions are concerned. As more and more people are doing their banking online or via a mobile device, the growth of newer, more advanced IVR technologies has been very welcome. And the days of siloed IVR systems...
Source: http://usan.hivefire.com/articles/110290/boost-the-power-of-the-ivr-system-via-integration-/
Download the Cloud Applications Deep Dive report
Thanks to the success of Amazon EC2, Salesforce, and other public cloud services, most enterprises understand the value of cloud computing, and an increasing number of enterprises are exploring the idea of getting into the cloud computing business. Why not? Launching a public cloud service may establish a new revenue stream -- or self-service convenience for customers -- with minimal additions to existing infrastructure.
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/
Barbra Streisand, the Internet, and you
You may be aware of a phenomenon called the Streisand effect. It's named after Babs, of course, when she flipped her lid over the fact that a picture of her Malibu beach house was among over 12,000 photos taken of the California coastline back in 2003 during a government-sanctioned project to document coastal erosion. She sued everyone she could and tried to get the picture removed from the Internet -- which we all know is impossible.
Salesforce.com's Heroku rolls out new cloud database options
Salesforce.com's Heroku division this week rolled out two entry-level tiers for its Postgres-based cloud database service, hoping to cater to applications with lower data-volume requirements, as well as helping startup developers make an easier jump into production.
The new Crane level of the database service costs $50 per month, with a 400MB RAM cache. Next up from there is the new Kappa tier, which costs $100 per month and has an 800MB cache.
Microsoft System Center 2012: Streamlined cloud service management
Microsoft released the final version of its System Center 2012 suite of components in April at a conference in Las Vegas. I've taken a hard look and used it in a variety of tests, and I find it a compelling product that has lost a lot of its licensing and complexity baggage. Let's drill down.
System Center's goal
Bell Companies customer service quotes small business business week
SAP betting big on its HANA in-memory database
SAP seems to be betting its future on its HANA in-memory database, spotlighting the technology once again at the Sapphire conference in Orlando Wednesday, announcing a slew of new applications, partnerships and functional enhancements for the system.
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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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Saturday, May 26, 2012
Contact Solutions Acquires Adaptive Audio
Contact Solutions Acquires Adaptive Audio, and Dan OSullivan joins company as principal technologist.
customer service quotes small business business week starting a business
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/
VMware addresses ESX source code leaks with accelerated security patches
At the end of April, Iain Mulholland, director of the VMware Security Response Center, announced that some of VMware's confidential source code for the ESX hypervisor had been leaked and a single file had been posted online.
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.
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8 Contact Center Best Practices
Run a cloud contact center if it suits the business model. Cloud computing allows companies to benefit from Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS) technologies for their contact centers. ...
Source: http://usan.hivefire.com/articles/119559/8-contact-center-best-practices/
North American Contact Center Survey Reveals Costs, Benefits
January 2011 -- Noble Systems Corporation, a global provider of contact center technology solutions, today announced the results of a survey of almost 700 independent contact centers throughout North America...
Source: http://usan.hivefire.com/articles/95/north-american-contact-center-survey-reveals-costs/
In closing $12.5B Motorola buy, Google becomes hardware company
It's official: Google is now a hardware company.
Google said Tuesday morning that it has closed the deal to acquire Motorola Mobility for $12.5 billion.
Google's Wi-Fi spygate troubles have only just begun
Google probably thought it was tossing water on that smoldering Wi-Fi spying controversy by releasing the full version of that FCC report a few days ago -- turns out it was gasoline instead. Now Google is looking at a raging inferno that could engulf the company.
Now accepting applications for Internet Hall of Shame; inquire within
All the major professional and college sports have one. Rock and roll has one. Heck, even cowboys, robots, and burlesque performers have one (er, separately, not with each other). I'm talking of course about a hall of fame.
With no stake in the post-PC world, HP resorts to massive cuts
Hewlett-Packard was a no-show in the emerging world of tablets and smartphones.
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Deutsche Telekom
Typically, sales people are sensitive to the wishes and requirements of their customers, but today’s customers more readily tell contact centers about their experiences, mostly by voice, but also through e-mail, social media and blogs. By analyzing customer communications, organizations can implement process optimization and improve product features. Suggestions for a better co
Source: http://www.contactcenterworld.com/view/contact-center-case-study/deutsche-telekom.aspx
business plan business news customer service call center jobs
Is Your Call Center Looking Cloudy? Good
Is Your Call Center Looking Cloudy? GoodTMC NetIn the blog post Contactual briefly lists the advantages of cloud call center software applications, noting that they offer click-to-dial capability directly from the CRM app, customer CRM records "popping" onto agents' screens automatically, ...
Source: http://usan.hivefire.com/articles/93616/is-your-call-center-looking-cloudy-good/
Friday, May 25, 2012
NetSuite rolls out commerce-as-a-service platform
NetSuite is going up against vendors such as Demandware in the market for cloud-based e-commerce platforms, announcing a new product, SuiteCommerce, during the SuiteWorld conference in San Francisco on Tuesday.
While NetSuite has offered e-commerce technologies for some time, this product aims to up the ante and replace first-generation e-commerce platforms, which largely revolve around purchases made through company websites.
Yahoo launches big data analytics tool for online advertisers
Yahoo today launched a new tool for online advertisers designed to take advantage of the company's extensive experience with big data analytics.
A new dawn for cloud computing
The knock on Amazon Web Services and other IaaS (infrastructure as a service) providers is that they're not reliable enough for enterprise-class workloads. And even with recent price drops, it's cheaper over the long haul to buy and run your own infrastructure.
IBM melds crime-fighting, big data analytics in one security package
IBM today came out with its first iteration of the analytics software package that it expects will help law enforcement, government agencies, and private businesses wade through the massive amounts of data they collect to help them predict, disrupt, and prevent criminal, terrorist and https://www.infoworld.com/d/business-intelligence/ibm-melds-crime-fighting-big-data-analytics-in-one-security-package-192163?source=rss_business_intelligence
New HP thin client cuts the power cord
HP has announced the t410 All-In-One Smart Zero Client, a thin client PC that only consumes 13 watts and can be run using Power over Ethernet.
Announced at HP's Global Influencer Forum in Shanghai among a slew of Ultrabooks, "Sleekbooks," workstations, and printers, the t410 All-In-One Smart Zero was overshadowed by more anticipated products.
10 predictions for what the CIO role will look like in 2020
At the same time, we also know that technology will change dramatically. Who could have predicted even 10 years ago that the CIO would have to deal with complications such as cloud security and virtualization? To find out how the role will change in eight years, we tapped industry leaders, analysts, and CIOs themselves to discover what the challenges of 2020 for the CIO will be like. Here's what we found out.
Source: http://www.infoworld.com/t/it-management/10-predictions-what-the-cio-role-will-look-in-2020-192344
IT in a nutshell: Duct tape and sealing wax
Many IT projects start with an optimistic air, a feeling that no matter what's occurred in the past, this one will be different. It'll be done right the first time, no shortcuts will be taken, enough time will be available for proper planning and execution, and the result will be a shining example of IT done right.
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Next-generation IT has big shoes to fill
What do 3D printers, the difference between process and practice, and the increased demand for luxury goods have to do with a 7-foot, 8-inch-tall basketball fan with size 25 feet?
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Why you don't need a firewall
Firewalls need to go away. I'm just saying what we all already know. Firewalls have always been problematic, and today there is almost no reason to have one.
Computer firewalls have been with us since the 1980s. Even early on it was pretty clear that they didn't really work; if they did, we would have defeated malicious hackers and malware a long time ago. But at least back in the day there was a decent reason to need them.
Source: http://www.infoworld.com/d/security/why-you-dont-need-firewall-193153?source=rss_networking
Aberdeen Research Shows the Value of On-Demand Contact Center Solutions
New research by Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), shows that customers want to interact with contact centers at the time and in the manner of their choosing. The modern contact center needs to be available 24 x 7. The report, Deriving Business Value from On-Demand Contact Center Solutions, shows that the benefits of switching contact center services to an on-demand provider extend well beyond cost savings.
Source: http://usan.hivefire.com/articles/60167/aberdeen-research-shows-the-value-of-on-demand-con/
Bell Companies customer service quotes small business business week
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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Facebook's open source data center project gains industry support
Facebook's year-old project to develop open source hardware designs with the aim to build efficient data centers gained momentum on Wednesday, with some top technology companies joining the effort and introducing server designs.
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Thursday, May 24, 2012
Leverage Your Existing Systems
When acquiring any technology you want to check the reliability of the vendor, the references and the implementation case studies. I would question anyone initially that was going off to replace existing systems. I would try to understand what they are trying to accomplish in the replacement.
We have seen a number of companies really struggle to replace a tried and true application that has been running the business for 10-15 years and are trying to go to something modern, only to find out that they don’t have nearly the capabilities that they used to have.
There are a lot of technologies on the market right now that can help people leverage there existing systems as opposed to having to rip them out and replace them. I would look at all those opportunities before I would go straight to replacement. -David Holmes, Video Vice President, Jacada
We have seen a number of companies really struggle to replace a tried and true application that has been running the business for 10-15 years and are trying to go to something modern, only to find out that they don’t have nearly the capabilities that they used to have.
There are a lot of technologies on the market right now that can help people leverage there existing systems as opposed to having to rip them out and replace them. I would look at all those opportunities before I would go straight to replacement. -David Holmes, Video Vice President, Jacada
Source: http://www.contactcenterworld.com/tips.aspx?id=9bbb9c3e8e044613aae76a34bc464e51
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The Benefits of the Cloud Come to the Call Center
Those who have embraced cloud computing in the call center have already been exposed to its benefits. When compared with landlocked rivals, call center software applications delivered on an SaaS (software-as-a-service) platform deliver ...and more �
Source: http://usan.hivefire.com/articles/113436/the-benefits-of-the-cloud-come-to-the-call-center/
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Building a multichannel contact center
Customers are increasingly less inclined to pick up the phone and talk to an agent and more inclined to email, post to a user forum or go on Twitter to get help with a problem. By 2013, at least 35% of customer service centers will integrate community or social capabilities as a part of the contact center solution, according to Gartner's Magic Quadrant for CRM Customer Service Contact Centers 2010.
Source: http://usan.hivefire.com/articles/49219/building-a-multichannel-contact-center/
How to avoid big data spending pitfalls
Big data is a powerful lure, promising to turn the massive and ever-increasing volumes of data inside an organization into a pool of intelligence that promises deep, actionable insight into every aspect of a business. However, that lure can lead you into an expensive trap if you don't plan carefully.
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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More law firms are flying to cloud-based unified communications. Are you ready to join them?
According to a 2010 International Legal Technology Association (ILTA) survey, cloud computing received the most mentions for exciting new technology ? 17 percent of respondents indicated they are currently implementing a cloud strategy, double from the previous year. Even more said they have added cloud computing to their IT roadmap.
Source: http://usan.hivefire.com/articles/114308/more-law-firms-are-flying-to-cloud-based-unified-c/
Enterprise BI models undergo radical transformation
About two years ago, CareFirst BlueCross BlueShield implemented a self-service business intelligence platform to aggregate and analyze vast amounts of data from multiple repositories scattered throughout the company.
The technology, from Palo Alto, Calif.-based QlikTech, was brought in as a supplement to a project management product from CA Technologies. So far, it has saved CareFirst $10 million in project costs and helped the health insurer reduce the number of outside contractors it uses by 25 percent.
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Bare-metal clouds trade virtualization for performance
Sometimes, for either performance or security reasons, customers don't want to use a public or a private cloud with virtualized infrastructure. Service providers are increasingly responding to this, and one analyst says there is increasing demand for bare-metal clouds.
What does 'big data' really mean?
Big data is an IT buzzword nowadays, but what does it really mean? When does data become big?
At a recent Big Data and High Performance Computing Summit in Boston hosted by Amazon Web Services (AWS), data scientist John Rauser mentioned a simple definition: Any amount of data that's too big to be handled by one computer.
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Server smackdown: A networking newbie steps up
This humbling tale comes from a balmy summer evening in 2007 during my first real corporate IT job.
At the time, getting hands-on corporate IT experience was very important to me, so I was willing to work for peanuts. I'd found a position that allowed me to learn on the job as an assistant under the IT manager. Gradually, I would be transitioned into the network admin role as my knowledge grew.
Oracle preps MySQL Cluster for Web use
Oracle has updated its MySQL Cluster software to make it more appealing to large Web service providers, among other users of large-volume distributed databases.
MySQL Cluster 7.2, released for general availability Wednesday, "is a huge step forward for MySQL Cluster, taking it further into the Web market," said Tomas Ulin, vice president of MySQL engineering for Oracle.
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Top 7 dilemmas facing today's developers
Your boss wants it yesterday, but it better be good when judged by the standards of tomorrow. Your customers want every feature they can imagine, but don't you dare confuse them by giving them all the buttons they want. Your fellow programmers want your code documented, but they just respond "tl;dr" to anything you write.
Wednesday, May 23, 2012
SAP betting big on its HANA in-memory database
SAP seems to be betting its future on its HANA in-memory database, spotlighting the technology once again at the Sapphire conference in Orlando Wednesday, announcing a slew of new applications, partnerships and functional enhancements for the system.
Microsoft System Center 2012: Streamlined cloud service management
Microsoft released the final version of its System Center 2012 suite of components in April at a conference in Las Vegas. I've taken a hard look and used it in a variety of tests, and I find it a compelling product that has lost a lot of its licensing and complexity baggage. Let's drill down.
System Center's goal
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Alpha Recovery Deploys Hosted Debt Collection Solution by Latitude Software (NASDAQ:ININ)
Collection agency uses hosted software suite to optimize customer service, minimize costs, and realize a faster return-on-investment.
Source: http://usan.hivefire.com/articles/8928/alpha-recovery-deploys-hosted-debt-collection-solu/
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ABS to Provide Service Desk Solution for ARCADIS
ABS agents working from its U.S.-based Service Center will serve as the single point of contact for all incoming IT support contacts.
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Aberdeen Research shows the value of on-demand contact centre solutions
New research by Aberdeen Group, a Harte-Hanks Company shows that customers want to interact with contact centers at the time and in the manner of their choosing. The modern contact center needs to be available 24 x 7. The report, Deriving Business Value from On-Demand Contact Center Solutions, shows that the benefits of switching contact center services to an on-demand provider extend well beyond cost savings.
Source: http://usan.hivefire.com/articles/22352/aberdeen-research-shows-the-value-of-on-demand-con/
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SAP betting big on its HANA in-memory database
SAP seems to be betting its future on its HANA in-memory database, spotlighting the technology once again at the Sapphire conference in Orlando Wednesday, announcing a slew of new applications, partnerships and functional enhancements for the system.
SAP gets tough on violation of software use terms
A recent crackdown by SAP AG on companies that it considers are indirectly accessing its software without paying for it could spell trouble for some longstanding customers of the software vendor, an analyst firm said this week.
Under SAP's licensing terms, an indirect access scenario occurs when a company's employees or business partners, who are not licensed SAP users, accesses SAP software via a third-party application interface, said Dave Blake CEO of UpperEdge in Boston, Mass.
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WWDC sneak peek: Don't let iOS 6 blind you to the real action in iCloud
I usually hold my nose at Apple rumor stories since 99 percent are simply made up or otherwise false. As Apple's World Wide Developers Conference (WWDC) in mid-June approaches, we're getting the obligatory rumors of an iOS 6 reveal, as well as the perpetual rumors of both a 7-inch iPad and a completely new design for an "iPhone 5."
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Enterprise BI models undergo radical transformation
About two years ago, CareFirst BlueCross BlueShield implemented a self-service business intelligence platform to aggregate and analyze vast amounts of data from multiple repositories scattered throughout the company.
The technology, from Palo Alto, Calif.-based QlikTech, was brought in as a supplement to a project management product from CA Technologies. So far, it has saved CareFirst $10 million in project costs and helped the health insurer reduce the number of outside contractors it uses by 25 percent.
Global Business Process Outsourcing Market to Reach $202.6 Billion in 2016
Global Information, Inc. is pleased to announce two significant new reports on Business Process Outsourcing
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Is cloud-based security really cheaper?
Businesses in new study were five times more likely to have decreased spending on managing security over three years.
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5 Cloud-Based Services You Should Start Using Today
Are you making the most of what the cloud has to offer small business? There are a number of low-cost ? and often free ?new cloud-based services popping up every day, making it easier than ever for a startup to get off the ground with little IT expense.
Source: http://usan.hivefire.com/articles/115294/5-cloud-based-services-you-should-start-using-toda/
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