Tuesday, July 31, 2012

IBM attempts to redefine the IPS

IBM Tuesday introduced what it's calling a "next generation" IPS (intrusion-prevention system), an offering that not only is designed to stifle network-based attacks, but adds application-level controls and URL filtering capabilities typically found in separate products such as Web security gateways.

Source: http://www.infoworld.com/d/security/ibm-attempts-redefine-the-ips-199047

appointments call center order entry AT&T

Why users don't often upgrade software when they should

Many users don't update to the latest version of the software on their computers because they're not sure the updates are safe or remain unconvinced that any new features will be useful.

Source: http://www.infoworld.com/d/security/why-users-dont-often-upgrade-software-when-they-should-199021

business news customer service call center jobs cold calling

3 Keys to a Successful Outage Remediation

What are some of the keys to a successful outage remediation? 1) Understand the outage scope, your options and timelines. 2) Develop clear roles and responsibilities. 3) Promote excellent communication.

Source: http://usan.hivefire.com/articles/138652/3-keys-to-a-successful-outage-remediation/

starting a business entrepreneur business plan business news

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/

business week starting a business entrepreneur business plan

Survival guide: Do's and don'ts for next-gen IT

Here's the hard truth: The employees you support -- whose data centers you keep humming and whose email accounts you provision -- they don't need you any more.

Source: http://www.infoworld.com/t/it-management/survival-guide-dos-and-donts-next-gen-it-195935?source=rss_business_intelligence

call center jobs cold calling virtual receptionist jobs remote assistant

Oracle pulls Exadata ad claims after IBM's complaint

Oracle is yanking advertising claims that its Exadata database machine had vastly super performance to IBM's Power Systems hardware, according to an announcement Tuesday by the National Advertising Division, an industry self-regulatory group.

Source: https://www.infoworld.com/d/data-management/oracle-pulls-exadata-ad-claims-after-ibms-complaint-198530?source=rss_data_management

business week starting a business entrepreneur business plan

4 tech trends in IT disaster recovery

As we've seen in recent years, natural disasters can lead to long-term downtime for organizations. Because earthquakes, hurricanes, snow storms, or other events can put data centers and other corporate facilities out of commission for a while, it's vital that companies have in place a comprehensive disaster recovery plan.

Source: http://www.infoworld.com/d/data-center/4-tech-trends-in-it-disaster-recovery-198179?source=rss_consumerization_of_it

customer service quotes small business business week starting a business

Tool released at Black Hat contains 150 ways to bypass Web application firewalls

A tool for testing if Web application firewalls (WAFs) are vulnerable to around 150 protocol-level evasion techniques was released at the Black Hat USA 2012 security conference on Wednesday.

The tool and the research that went into its creation are the work of Ivan Ristic, director of engineering at security vendor Qualys and the original author of the popular ModSecurity Web application firewall.

Source: http://images.infoworld.com/d/security/tool-released-black-hat-contains-150-ways-bypass-web-application-firewalls-198656?source=rss_security

telecom business cnn money telecommunication

Can a contact center play pivotal role in enterprise CRM strategy?

As companies increasingly focus on sustaining customer relationships, contact centers have their best shot yet at becoming serious corporate leaders that can guide organizational CRM strategies.

Source: http://usan.hivefire.com/articles/108151/can-a-contact-center-play-pivotal-role-in-enterpri/

receptionist call center appointments call center

NeoVox Global Chooses Windstream to Implement Avaya Call Center Infrastructure

Personalized Service, Flexibility Named as Key Factors in Decision

Source: http://www.contactcenterworld.com/view/contact-center-news/neovox-global-next-generation-contact-center-chooses-windstream-to-implement.aspx

cold calling virtual receptionist jobs remote assistant telecom

The IT migration from hell

Ask any tech professional, and they'll surely tell you a system migration is, at best, a challenge. But add poor communication and an inept project manager to the task, and you'll soon find yourself engulfed in chaos.

Source: http://www.infoworld.com/t/it-jobs/the-it-migration-hell-197972?source=rss_networking

cnn money telecommunication receptionist call center

Monday, July 30, 2012

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/

telecom business cnn money telecommunication

Farewell, old server, we knew ye well

A few weeks ago, I wrote about the curious case of the eternal server, a VM that lives on forever with no natural decline or death state. The comparison I made in that piece was to the natural lifecycle of the physical server, for -- as we all know -- what goes up must come down eventually.

Source: http://www.infoworld.com/d/data-center/farewell-old-server-we-knew-ye-well-198153?source=rss_data_center

appointments call center order entry AT&T

Oracle's Hurd to spell out new 'customer experience' product strategy

Oracle is planning to build on its acquisitions of companies such as ATG, Fatwire, and RightNow with a new product strategy centered around customer experience management (CEM), as co-president Mark Hurd will explain on Monday during an event in New York.

CEM refers to the notion of improving a customer's experience wherever they may be and through all possible channels, with the results ideally being happier buyers and, of course, more revenue.

Source: http://www.infoworld.com/d/the-industry-standard/oracles-hurd-spell-out-new-customer-experience-product-strategy-196275?source=rss_business_intelligence

starting a business entrepreneur business plan business news

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/

business week starting a business

Cloud adoption pushes storage virtualization

About three years ago Host.net, a collocation and managed service provider, decided it was going to fully embrace the cloud as a new suite of offerings for customers. When migrating to the new service, the company wanted to use its legacy hardware infrastructure -- mostly Dell and EMC storage servers -- with new hardware that had been purchased for the upgrade. But they didn't want to be tied down to any one vendor moving forward, in case application needs or markets changed.

Source: http://podcasts.infoworld.com/d/virtualization/cloud-adoption-pushes-storage-virtualization-196647?source=rss_data_management

business cnn money telecommunication receptionist

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/

business news customer service call center jobs cold calling

AppNeta takes cloud-based approach to network management

The rapid addition of consumer tablets and smartphones to corporate networks has created a greater demand for network-based application traffic analysis tools.

Source: http://images.infoworld.com/d/networking/appneta-takes-cloud-based-approach-network-management-197034?source=rss_networking

telecom business cnn money telecommunication

'Drop dead' date looms for DNSChanger Trojan fix

If it is July 9 and you don't know where your Internet went, you might want to get in touch with the DNSChanger Working Group (DCWG).

Source: http://images.infoworld.com/d/security/drop-dead-date-looms-dnschanger-trojan-fix-197060?source=rss_networking

small business business week starting a business entrepreneur

NeoVox Global Chooses Windstream to Implement Avaya Call Center Infrastructure

Personalized Service, Flexibility Named as Key Factors in Decision

Source: http://www.contactcenterworld.com/view/contact-center-news/neovox-global-next-generation-contact-center-chooses-windstream-to-implement.aspx

call center order entry AT&T Bell Companies

The 9 most endangered species in IT

The 9 most endangered species in IT

Darwinism is no stranger to IT. Given the pace of innovation, today's plum post is almost always one shift away from becoming tomorrow's pink slip.

Source: http://podcasts.infoworld.com/t/information-technology-careers/the-9-most-endangered-species-in-it-198726?source=rss_infoworld_top_stories_

receptionist call center appointments call center

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/

cnn money telecommunication receptionist call center

Sunday, July 29, 2012

No, the user is not always right

Why is it that some people have a hard time admitting they've made a mistake?

I received a call on the support line from a relatively new employee at a nearby remote office. She was yelling and screaming that her PC was not working.

Source: http://www.infoworld.com/t/it-jobs/no-the-user-not-always-right-198476?source=rss_infoworld_top_stories_

call center jobs cold calling virtual receptionist jobs remote assistant

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/

cnn money telecommunication receptionist call center

Cisco-Eagle

Achieving Expense Reduction and Revenue Growth by Uniting Disparate Cross-Team Customer Data with Avidian CRM

Source: http://www.contactcenterworld.com/view/contact-center-case-study/cisco-eagle.aspx

small business business week starting a business entrepreneur

Shocker: Government agency drafts sensible cloud computing strategy

The Department of Defense has released a cloud computing strategy that will move the organization's current applications from a "duplicative, cumbersome, and costly set of application silos to an end state designed to create a more agile, secure, and cost-effective service environment that can rapidly respond to changing mission needs." To move this effort along, the Defense Information Systems Agency (DISA) has been named as the "enterprise cloud service broker" to help maintain mission assurance and

Source: http://www.infoworld.com/d/cloud-computing/shocker-government-agency-drafts-sensible-cloud-computing-strategy-197855?source=rss_cloud_computing

customer service call center jobs cold calling virtual receptionist jobs

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/

receptionist call center appointments call center

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

business week starting a business entrepreneur business plan

Cisco's ugly bait and switch

You may have heard about Cisco's shenanigans last week, in which an automatic firmware update for several models of the company's Linksys home wireless routers forced users to create and log into a Cisco cloud service account to manage their router. In addition, some previously available functionality disappeared in the update. I cannot fathom how a company whose reputation is built on its tech savvy could concoct such a disaster of a scheme.

Source: https://www.infoworld.com/d/data-center/cisco-shows-true-face-in-ugly-bait-and-switch-197074?source=rss_networking

remote assistant telecom business cnn money

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/

virtual receptionist jobs remote assistant

Pushing the limits of virtual networking

Recently, I was faced with an interesting virtual networking problem: how to allow a large virtualization environment to be failed over to a recovery data center and thoroughly tested, without impacting the production network. As is often the case, my quest for an elegant solution took me down the rabbit hole and led to consideration of several new virtualization networking technologies. In the end, I didn't achieve exactly what I set out to, but I did catch a glimpse of what the future might hold.

Source: http://podcasts.infoworld.com/d/data-explosion/pushing-the-limits-of-virtual-networking-198274?source=rss_virtualization

call center appointments call center order entry

Cloud, mobile, HANA help SAP boost Q2 revenue

SAP's revenue for the second quarter grew 18 percent over the same quarter last year to ?3.9 billion ($4.9 billion) following record software revenue of over ?1 billion, it reported on Tuesday.

The business software company in Walldorf, Germany, said all regions posted double-digit software revenue gains, while demand for SAP's new offerings continued to grow.

Source: http://www.infoworld.com/d/the-industry-standard/cloud-mobile-hana-help-sap-boost-q2-revenue-198490?source=rss_the_industry_standard

business week starting a business entrepreneur business plan

HP improves thin client performance with Velocity

Hewlett-Packard's new Velocity software helps IT staff optimize network performance for users who work on its thin or zero clients, the company said on Wednesday.

The Velocity software, which is installed on both client and server, has been designed to improve thin client performance on networks that are buckling under the load of bandwidth-hungry applications and for telecommuters working offsite using bad network connections, according to HP.

Source: http://www.infoworld.com/d/applications/hp-improves-thin-client-performance-velocity-196605?source=rss_networking

business week starting a business entrepreneur business plan

Saturday, July 28, 2012

Facebook to test first Open Compute racks

Facebook has taken delivery of the first set of innovative server racks it helped design, technology that the company hopes other organizations with large data centers will adopt. The prototype racks represent some of the first significant tangible gear from a year-old multicompany effort, called the Open Compute Project, to drive down costs and improve data center hardware, namely by open sourcing the designs.

Source: http://www.infoworld.com/d/computer-hardware/facebook-test-first-open-compute-racks-198858

remote assistant telecom business cnn money

Cloud Based Predictive Dialer is a Competitive Option to an Old Problem

A new survey suggests that 70 percent of SMBs intend to increase their technology spending in the next 12 months, with one-third of them saying they'll bump spending by at least 10 percent. A considerable portion of that will focus on cloud based utilities.

Source: http://usan.hivefire.com/articles/127943/cloud-based-predictive-dialer-is-a-competitive-opt/

appointments call center order entry AT&T

Microsoft-Skype snooping accusations push all the paranoia buttons

Has Microsoft figured out a way to bug Skype calls? A report published in Slate late last week suggests this might maybe possibly be theoretically true -- cue the InterWeb's full-blown paranoia party.

Source: http://podcasts.infoworld.com/t/cringely/microsoft-skype-snooping-accusations-push-all-the-paranoia-buttons-198408?source=rss_security

call center jobs cold calling virtual receptionist jobs remote assistant

Global Payments: Data breach cost a whopping $84.4 million

Global Payments, which back in the spring reported a data breach in which information associated with an estimated 1.4 million payment cards was stolen, has revealed that expenses associated with investigations, fines and remediation has hit $84.4 million.

Source: http://www.infoworld.com/d/security/global-payments-data-breach-cost-whopping-844-million-198776

call center jobs cold calling virtual receptionist jobs remote assistant

4 Critical Questions About The Cloud

Four questions that executives at insurance companies and other businesses should be asking about the value and security of the cloud computing model. ...and more �

Source: http://usan.hivefire.com/articles/138710/4-critical-questions-about-the-cloud/

telecom business cnn money telecommunication

Google establishes partner program for cloud services

Following the best marketing practices of traditional IT firms, Google has launched a partner program to help third-party vendors use and sell Google cloud services.

Source: https://www.infoworld.com/d/cloud-computing/google-establishes-partner-program-cloud-services-198535?source=rss_cloud_computing

call center order entry AT&T Bell Companies

Microsoft should follow Apple's lead and protect personal info

An ugly consequence of the federated tools we all use is that they often siphon much more information about us than we realize or would want. Case in point: A colleague at another publication signed up for the Beepmo business-networking service only to find it was spamming his Twitter followers with "who cares?" status info. (Beepmo says it will fix this "mistake.") Social media companies like Foursquare have been doing that kind of Twitterspamming forever.

Source: http://www.infoworld.com/d/consumerization-of-it/microsoft-should-follow-apples-lead-in-protecting-personal-info-197571?source=rss_consumerization_of_it

customer service call center jobs cold calling virtual receptionist jobs

Google establishes partner program for cloud services

Following the best marketing practices of traditional IT firms, Google has launched a partner program to help third-party vendors use and sell Google cloud services.

Source: http://podcasts.infoworld.com/d/cloud-computing/google-establishes-partner-program-cloud-services-198535?source=rss_cloud_computing

small business business week starting a business entrepreneur

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 news customer service call center jobs cold calling

VMware and EMC swap execs and look to data center's future

One of the latest VMware rumors has finally been put to rest. After four years at the helm of VMware, Paul Maritz is being replaced as CEO by EMC chief operating officer Pat Gelsinger, effective Sept. 1. As part of this executive move, Maritz will go back to EMC in a newly created role as the company's chief strategist. But Maritz won't be completely gone from the virtualization scene, as he will remain as a member of VMware's board of directors.

Source: http://podcasts.infoworld.com/d/virtualization/vmware-and-emc-swap-execs-and-look-datacenters-future-198133?source=rss_data_center

receptionist call center appointments call center

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/

order entry AT&T Bell Companies customer service quotes

Friday, July 27, 2012

Police, Unions Concerned as ISP Call Center Consolidation Underway

A day after workers reported ongoing glitches and understaffing at the Illinois State Police telecommunications post in Du Quoin, state police officials acknowledged that a controversial consolidation process is still underway in the Perry County community.

Source: http://www.contactcenterworld.com/view/contact-center-news/police-unions-concerned-as-isp-call-center-consolidation-underway.aspx

business plan business news

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/

receptionist call center appointments call center

67,000 Phones Likely to be Lost or Stolen During London Olympics

200 million books’ worth of corporate and personal data will be lost on mobile smartphones during the Olympics; Venafi warns public and enterprises to plan ahead

Source: http://www.contactcenterworld.com/view/contact-center-research/67000-phones-likely-to-be-lost-or-stolen-during-london-olympics.aspx

business news customer service call center jobs cold calling

MicroStrategy upgrades BI platform for visual analysis, Hadoop

MicroStrategy is set to unveil an array of enhancements to its BI (business intelligence) software platform, covering areas such as visual data-exploration and the open-source Hadoop data-processing framework, during the MicroStrategy World conference in Amsterdam on Tuesday.

The new features in MicroStrategy 9.3 include an updated version of the vendor's Visual Insight interface, which is aimed at helping business users work through data. Additional visualization tools have been added, including density maps and network diagrams, according to a statement.

Source: http://www.infoworld.com/d/business-intelligence/microstrategy-upgrades-bi-platform-visual-analysis-hadoop-197360?source=rss_business_intelligence

cold calling virtual receptionist jobs remote assistant telecom

The surprise price of the integrated, virtualized data center

Not all that long ago, maintaining firmware and software compatibility among different pieces of data center tech was a fairly easy affair. Upgrading your OS? No problem, a quick check of a compatibility guide would tell you whether your server's BIOS or RAID controller needed to be upgraded. Installing a SAN? You might need to check to see that your existing FibreChannel host-based adapters and switches were at a compatible revision first.

Source: http://www.infoworld.com/d/data-explosion/the-surprise-price-of-the-integrated-virtualized-data-center-197742?source=rss_data_center

AT&T Bell Companies customer service quotes small business

Dropbox finds no evidence of hack in investigation of spam

Dropbox's ongoing investigation into a possible security breach has not produced any evidence that its systems have been infiltrated, according to an update Friday to the company's user forum.

"As of today, we've found no intrusions into our internal systems and no unauthorized activity in Dropbox accounts," said the update, posted Friday morning.

Source: http://www.infoworld.com/d/security/dropbox-finds-no-evidence-of-hack-in-investigation-of-spam-198333?source=rss_security

telecommunication receptionist call center appointments

2012 Best in Europe, Middle East & Africa Celebrate With A-list Stars at Amazing Gala

Delegates from all over Europe, Middle East & Africa met, networked and partied with A-list celebs of present and past at the annual 2012 Top Ranking Performers Gala Dinner which this year was held at Madame Tussauds in London.

Source: http://www.contactcenterworld.com/view/contact-center-article/2012-best-in-europe-middle-east-africa-celebrate-with-a-list-stars-at-amazing.aspx

receptionist call center appointments call center

Samsung: Apple refused to negotiate to license 3G patents

Samsung Electronics accused Apple of refusing to enter into negotiations to license essential 3G patents included in the iPhone and iPad during the first day of their patent trial on Monday in Federal Court in Sydney.

In Australia, Apple filed suit against Samsung in July 2011, alleging that the company's Galaxy tablet infringed on patents related to touchscreen technology. Samsung subsequently filed a cross-claim against Apple, claiming violation of three 3G data transmission patents in Apple's iPhone 4 and 4S models and second iPad model.

Source: https://www.infoworld.com/d/the-industry-standard/samsung-apple-refused-negotiate-license-3g-patents-198359?source=rss_the_industry_standard

appointments call center order entry AT&T

Can open source save HP?

You seldom hear about it, but Hewlett-Packard has long been a supporter of open source. The company contributes to the Debian Gnu/Linux distribution and has hired several people after who were leaders of the Debian Project, including the redoubtable Bdale Garbee. HP also participates in many smaller projects and invests plenty of effort in governance and community activities.

Source: http://www.infoworld.com/d/open-source-software/can-open-source-save-hp-198654?source=rss_cloud_computing

business news customer service call center jobs cold calling

Microsoft details Office Web Apps enhancements

Microsoft is test driving a new version of its Office Web Apps suite, whose applications are hosted by the vendor and accessed by users via a Web browser.

Improvements in the suite, which includes online versions of Word, Excel, PowerPoint, and OneNote, center on four areas: document authoring, touch interface support, collaboration, and performance, Microsoft said.

Source: http://akamai.infoworld.com/d/applications/microsoft-details-office-web-apps-enhancements-198329?source=rss_cloud_computing

business plan business news customer service call center jobs

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/

business news customer service call center jobs cold calling

Fate of U.S. may hang on winner of iPhone-Android war

The mobile operating system you choose may determine the fate of the U.S. presidency in the November election. Certainly, it's likely to dictate whether you're bombarded with pro-Barack Obama ads or pro-Mitt Romney ads as you browse the mobile Internet this year.

Source: https://www.infoworld.com/t/mobile-technology/fate-of-us-may-hang-winner-of-iphone-android-war-198556?source=rss_the_industry_standard

appointments call center order entry AT&T

Thursday, July 26, 2012

Black Hat demo: Google Bouncer malware detection can be beaten

Google in February implemented in its Google Play (formerly Android Market) a technology called Bouncer to check apps submitted by Android developers for any traces of malicious code. This week at the Black Hat Conference in Las Vegas, security firm Trustwave will demonstrate and discuss how it's possible to circumvent the Google Bouncer security check.

Source: http://www.infoworld.com/d/security/black-hat-demo-google-bouncer-malware-detection-can-be-beaten-198363?source=rss_security

business cnn money telecommunication receptionist

Vendors should not be liable for their security flaws

I was talking to a coworker about how so many businesses -- as exemplified by big banks and other financial firms -- seem to commit fraud and other criminal activity with impunity. A few end up paying hundreds of millions to billions of dollars in fines, but almost no one ever goes to jail.

Source: http://www.infoworld.com/d/security/vendors-should-not-be-liable-their-security-flaws-198444?source=rss_security

Bell Companies customer service quotes small business business week

Tool released at Black Hat contains 150 ways to bypass Web application firewalls

A tool for testing if Web application firewalls (WAFs) are vulnerable to around 150 protocol-level evasion techniques was released at the Black Hat USA 2012 security conference on Wednesday.

The tool and the research that went into its creation are the work of Ivan Ristic, director of engineering at security vendor Qualys and the original author of the popular ModSecurity Web application firewall.

Source: http://images.infoworld.com/d/security/tool-released-black-hat-contains-150-ways-bypass-web-application-firewalls-198656?source=rss_security

virtual receptionist jobs remote assistant telecom business

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/

business cnn money

Oracle's Hurd to spell out new 'customer experience' product strategy

Oracle is planning to build on its acquisitions of companies such as ATG, Fatwire, and RightNow with a new product strategy centered around customer experience management (CEM), as co-president Mark Hurd will explain on Monday during an event in New York.

CEM refers to the notion of improving a customer's experience wherever they may be and through all possible channels, with the results ideally being happier buyers and, of course, more revenue.

Source: http://podcasts.infoworld.com/d/the-industry-standard/oracles-hurd-spell-out-new-customer-experience-product-strategy-196275?source=rss_business_intelligence

Bell Companies customer service quotes small business business week

How Internet metering changes everything

Bigger, better, faster, more -- those have been the main tenets of networking since the first IMP (Interface Message Processor) spat out the first packet. Just look how far we've come: from the text-centric 9600-baud UUCP connections through 10Base-2 and 10Base-T Ethernet through switched 100Mbit, gigabit, 10G, 40G, and 100G.

Source: http://www.infoworld.com/d/data-center/how-internet-metering-changes-everything-197674?source=rss_data_center

business cnn money telecommunication receptionist

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/

call center jobs cold calling virtual receptionist jobs remote assistant

Monitor All Channels

One of the greatest challenges facing contact centre managers is ensuring quality of service across the range of contact channels. An agent who is very skilled on the telephone might be less so at answering email enquiries. To ensure agents are getting the most from support tools and are skilled in all channels, you need a quality management process that monitors all channels. This means that an interaction can be replayed on an agent's screen whilst the voice recording is listened to. A quality management process that provides this type of audit trail gives a manager an objective way to identify weaknesses, so that training can address this.

Source: http://www.contactcenterworld.com/tips.aspx?id=4d4e766ce76d4b70a97f8d5f217420ad

order entry AT&T Bell Companies customer service quotes

Tool released at Black Hat contains 150 ways to bypass Web application firewalls

A tool for testing if Web application firewalls (WAFs) are vulnerable to around 150 protocol-level evasion techniques was released at the Black Hat USA 2010 security conference on Wednesday. The tool and the research that went into its creation are the work of Ivan Ristic, director of engineering at security vendor Qualys and the original author of the popular ModSecurity Web application firewall.

Source: http://www.infoworld.com/d/security/tool-released-black-hat-contains-150-ways-bypass-web-application-firewalls-198656

call center jobs cold calling virtual receptionist jobs remote assistant

Google sharpening Analytics' tracking of mobile applications

Google is readying a new set of Analytics usage reports designed specifically for mobile applications, the company plans to announce at its I/O developer conference on Friday.

So far, Google Analytics has approached mobile application tracking from a perspective that's more tailored to conventional websites, said JiaJing Wang, a Google product manager.

Source: http://images.infoworld.com/d/business-intelligence/google-sharpening-analytics-tracking-of-mobile-applications-196718?source=rss_business_intelligence

appointments call center order entry AT&T

Oracle's Hurd to spell out new 'customer experience' product strategy

Oracle is planning to build on its acquisitions of companies such as ATG, Fatwire, and RightNow with a new product strategy centered around customer experience management (CEM), as co-president Mark Hurd will explain on Monday during an event in New York.

CEM refers to the notion of improving a customer's experience wherever they may be and through all possible channels, with the results ideally being happier buyers and, of course, more revenue.

Source: http://www.infoworld.com/d/the-industry-standard/oracles-hurd-spell-out-new-customer-experience-product-strategy-196275?source=rss_business_intelligence

order entry AT&T Bell Companies customer service quotes

Wednesday, July 25, 2012

Survival guide: Do's and don'ts for next-gen IT

Here's the hard truth: The employees you support -- whose data centers you keep humming and whose email accounts you provision -- they don't need you any more.

Source: http://www.infoworld.com/t/it-management/survival-guide-dos-and-donts-next-gen-it-195935?source=rss_business_intelligence

business news customer service call center jobs cold calling

How to choose an IaaS provider

How to choose an IaaS provider

Close your eyes and think of the cloud. Odds are Amazon quickly comes to mind -- for good reason.

Source: http://www.infoworld.com/d/cloud-computing/how-choose-iaas-provider-198317?source=rss_cloud_computing

customer service quotes small business business week starting a business

Hadoop becomes critical cog in the big data machine

Apache's Hadoop technologies are becoming critical in helping enterprises manage vast amounts of data, with users ranging from NASA to Twitter to Netflix increasing their reliance on the open source distributed computing platform.

Source: http://www.infoworld.com/d/business-intelligence/hadoop-becomes-critical-cog-in-the-big-data-machine-195648?source=rss_business_intelligence

cnn money telecommunication receptionist call center

VMware: It's not all about us anymore

VMware's recent acquisition of cloud management company DynamicOps could signal that the virtualization company is truly beginning to embrace non-VMware centered clouds, something analysts say is not only good for customers, but necessary for the company.

Source: http://podcasts.infoworld.com/d/virtualization/vmware-its-not-all-about-us-anymore-197301?source=rss_virtualization

customer service call center jobs cold calling virtual receptionist jobs

3 new roadblocks to cloud computing

When it comes to adopting the cloud, enterprise IT remains split, with some for, some against, and the rest still waiting to see more results before jumping in. That's typical for new technology adoption, given the large number of changes -- both opportunuties and risks -- that cloud computing engenders.

Source: http://www.infoworld.com/d/cloud-computing/3-new-roadblocks-cloud-computing-198425?source=rss_cloud_computing

cold calling virtual receptionist jobs remote assistant telecom

Secure or not? 10 spot checks will tell you

I don't know about you, but I can tell in about a minute how much someone I've just met knows about computers, networks, and security. It's in what they say, how they respond, and what they think about particular subjects. I bet most of you can do the same. And like me, I bet you've found these first impressions to be surprisingly accurate.

Source: http://www.infoworld.com/d/security/secure-or-not-10-spot-checks-will-tell-you-197928?source=rss_security

receptionist call center appointments call center

Why you should embrace the cost of mobile

Vendors love to scare IT over security, control, and cost issues, and the rise of modern mobile devices in the workplace -- whether BYOD or corporate-issued -- is a favorite whipping boy from vendors whose answer to all ills is, of course, to buy their products. Though the vendors' warnings jeopardize their own "spiraling costs" claims, anything goes in sales, right?

Source: http://www.infoworld.com/d/mobile-technology/why-you-should-embrace-the-cost-of-mobile-197292?source=rss_security

receptionist call center appointments call center

AVAYA PDS / PCS / POM User Group Conference & Expo 2012

AVAYA PDS / PCS / POM User Group Conference & Expo will be held at the GoldCoast Hotel in Las Vegas Sept 17-19 2012 This year we will heavily target regulations and reporting.

Source: http://www.contactcenterworld.com/html/ev/ev_5ec234b8cd954c42b8b95ccff567cf21.aspx

business week starting a business

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/

order entry AT&T Bell Companies customer service quotes

Black Hat demo: Google Bouncer malware detection can be beaten

Google in February implemented in its Google Play (formerly Android Market) a technology called Bouncer to check apps submitted by Android developers for any traces of malicious code. This week at the Black Hat Conference in Las Vegas, security firm Trustwave will demonstrate and discuss how it's possible to circumvent the Google Bouncer security check.

Source: https://www.infoworld.com/d/security/black-hat-demo-google-bouncer-malware-detection-can-be-beaten-198363?source=rss_security

AT&T Bell Companies customer service quotes small business

Amazon pitches MySQL in the cloud for $19 a month

Amazon Web Services has introduced a micro version of its cloud-based database service RDS running MySQL and priced from $19 a month, the company said on Monday.

Just like Amazon's other cloud services, RDS (Relational Database Service) takes care of set-up, operations and scaling. For example, the service automatically patches the database software and backs up data.

Source: https://www.infoworld.com/d/cloud-computing/amazon-pitches-mysql-in-the-cloud-19-month-195414?source=rss_data_management

cold calling virtual receptionist jobs remote assistant telecom

Tuesday, July 24, 2012

Oracle buys Skire to boost its Primavera project management software

Oracle is buying "substantially all of the assets" held by Skire, maker of project and facilities management software, the companies announced Thursday. Terms of the deal, which is expected to close in the second half of this year, were not disclosed.

Source: http://images.infoworld.com/d/the-industry-standard/oracle-buys-skire-boost-its-primavera-project-management-software-198160?source=rss_the_industry_standard

telecom business cnn money telecommunication

Red Hat releases NoSQL database for enterprise Java

Enterprise open source software provider Red Hat has jumped into the emerging NoSQL market, releasing an in-memory data store as part of an update of its JBoss management platform.

Source: https://www.infoworld.com/d/open-source-software/red-hat-releases-nosql-database-enterprise-java-196020?source=rss_data_management

business week starting a business entrepreneur business plan

Samsung's Galaxy Tab 7.7 banned in Europe by German appeals court

Samsung's Galaxy Tab 7.7 was banned in Europe by the higher court of D�sseldorf on Tuesday because it found the tablet infringes on Apple's design rights and looks too much like the iPad.

The appeals court also ruled that the altered Galaxy Tab 10.1N, does not infringe on Apple's designs, and will be allowed to be sold in Germany.

Source: http://www.infoworld.com/d/mobile-technology/samsungs-galaxy-tab-77-banned-in-europe-german-appeals-court-198461?source=rss_the_industry_standard

business week starting a business entrepreneur business plan

Farewell, old server, we knew ye well

A few weeks ago, I wrote about the curious case of the eternal server, a VM that lives on forever with no natural decline or death state. The comparison I made in that piece was to the natural lifecycle of the physical server, for -- as we all know -- what goes up must come down eventually.

Source: http://akamai.infoworld.com/d/data-center/farewell-old-server-we-knew-ye-well-198153?source=rss_data_center

business cnn money telecommunication receptionist

Putting the 'where' into your analytics

At EDENS, a developer, owner, and operator of community shopping centers on the East Coast, blending geographic information systems (GIS) and business analytics has enabled a competitive advantage in a fast-paced, crowded market.

Source: http://www.infoworld.com/d/business-intelligence/putting-the-where-your-analytics-195311?source=rss_business_intelligence

Bell Companies customer service quotes small business business week

Microsoft details Office Web Apps enhancements

Microsoft is test driving a new version of its Office Web Apps suite, whose applications are hosted by the vendor and accessed by users via a Web browser.

Improvements in the suite, which includes online versions of Word, Excel, PowerPoint, and OneNote, center on four areas: document authoring, touch interface support, collaboration, and performance, Microsoft said.

Source: http://www.infoworld.com/d/applications/microsoft-details-office-web-apps-enhancements-198329?source=rss_cloud_computing

receptionist call center appointments call center

What you need to know about the upcoming iPhone 5

Apple iPhone 4S running Siri

Some time this fall -- in September or October -- Apple will unveil the interminably rumored iPhone 5, and Apple Stores will be packed with people wanting the latest version the day it bec

Source: http://www.infoworld.com/d/mobile-technology/what-you-need-know-about-the-iphone-5-197303?source=rss_consumerization_of_it

customer service quotes small business business week starting a business

4 tech trends in IT disaster recovery

As we've seen in recent years, natural disasters can lead to long-term downtime for organizations. Because earthquakes, hurricanes, snow storms, or other events can put data centers and other corporate facilities out of commission for a while, it's vital that companies have in place a comprehensive disaster recovery plan.

Source: http://www.infoworld.com/d/data-center/4-tech-trends-in-it-disaster-recovery-198179?source=rss_infoworld_top_stories_

cold calling virtual receptionist jobs remote assistant telecom

Oracle giving Exadata, Exalogic customers new Platinum support services

Oracle rolled out a new Platinum Services offering that it claims will set a new high standard in the IT industry during a webcast event on Wednesday featuring CEO Larry Ellison and co-president Mark Hurd.

Platinum Services is available at no additional charge to customers of Oracle's Exadata X2-2 and X2-8 database machines; Exalogic X2-2 application server machine; SPARC SuperCluster T4-4 Servers with Exadata storage; and ZFS Storage or Pillar Axiom 600 Storage.

Source: http://www.infoworld.com/d/data-management/oracle-giving-exadata-exalogic-customers-new-platinum-support-services-195070?source=rss_data_management

Bell Companies customer service quotes small business business week

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/

call center appointments call center order entry

Managed Services: Call Center ? Part 2: Death Of The Predictive Dialer |

In our previous article on Outbound Dialers we briefly reviewed their functional development and the evolution of dialer features. We received many interesting emails regarding the article and insight into true user requirements. It seems that despite technological improvements, regulations have limited the full functional capabilities of many Dialer systems. The restrictions have been focused mainly on the productivity features, limiting their main purpose. To this end, what is the fate of dialer technology? From the feedback on our previous articles and direct client feedback, users are looking for options when it ...

Source: http://usan.hivefire.com/articles/6045/managed-services-call-center-part-2-death-of-the-p/

business news customer service call center jobs cold calling

Monday, July 23, 2012

VMware opens up to multihypervisor support with acquisition of DynamicOps

Two announcements last week greatly altered the virtualization and cloud management ecosystems. The geek in me wants to describe these events as having caused a "great disturbance in the force." Don't get me wrong: The events were neither good nor evil in nature, but they did cause a shift in the balance of power within the virtualization management community.

Source: http://www.infoworld.com/d/virtualization/vmware-opens-multi-hypervisor-support-acquisition-of-dynamicops-197243?source=rss_virtualization

Bell Companies customer service quotes

The IT migration from hell

Ask any tech professional, and they'll surely tell you a system migration is, at best, a challenge. But add poor communication and an inept project manager to the task, and you'll soon find yourself engulfed in chaos.

Source: http://www.infoworld.com/t/it-jobs/the-it-migration-hell-197972?source=rss_networking

customer service quotes small business business week starting a business

Security company builds intrusion detection system for SAP

Security company Onapsis released on Wednesday a product that allows intrusion detection systems to recognize attacks against SAP applications holding critical financial and business data.

Source: http://podcasts.infoworld.com/d/security/security-company-builds-intrusion-detection-system-sap-198048?source=rss_security

appointments call center order entry AT&T

The death of the Lapdock: The post-PC future that won't be

The original Motorola Mobility Lapdock

In spring 2011, the Motorola Mobility Lapdock gave a face to the post-PC notion that mobile computing would simply become computing, replacing for many the traditional PC an

Source: http://www.infoworld.com/d/mobile-technology/the-death-of-the-lapdock-the-post-pc-future-wont-be-197697?source=rss_cloud_computing

customer service call center jobs cold calling virtual receptionist jobs

IBM services, hardware revenue falls in Q2 while profit grows

For its most recent financial quarter, IBM experienced a drop-off in revenue, though it was able to maintain profit growth.

For the second quarter, IBM generated $25.8 billion in revenue, down 3 percent from the second quarter of 2011. The revenue fell short of estimates by analysts, who, according to Thompson Reuters, expected to see $26.28 billion, or only a 1.5 percent decrease.

Source: http://www.infoworld.com/d/the-industry-standard/ibm-services-hardware-revenue-falls-in-q2-while-profit-grows-198118?source=rss_the_industry_standard

cold calling virtual receptionist jobs remote assistant telecom

Using BCP standards pays off for many organizations

We run a 24/7 call center out of our headquarters building ... We're big fans of having continuity in the cloud,' said Cummings. The company uses Google for email and cloud-based PBX hosting ...

Source: http://usan.hivefire.com/articles/113575/using-bcp-standards-pays-off-for-many-organization/

order entry AT&T Bell Companies customer service quotes

Cloud adoption pushes storage virtualization

About three years ago Host.net, a collocation and managed service provider, decided it was going to fully embrace the cloud as a new suite of offerings for customers. When migrating to the new service, the company wanted to use its legacy hardware infrastructure -- mostly Dell and EMC storage servers -- with new hardware that had been purchased for the upgrade. But they didn't want to be tied down to any one vendor moving forward, in case application needs or markets changed.

Source: http://www.infoworld.com/d/virtualization/cloud-adoption-pushes-storage-virtualization-196647?source=rss_virtualization

AT&T Bell Companies customer service quotes small business