Source: http://www.infoworld.com/d/security/ibm-attempts-redefine-the-ips-199047
Tuesday, July 31, 2012
IBM attempts to redefine the IPS
Why users don't often upgrade software when they should
Source: http://www.infoworld.com/d/security/why-users-dont-often-upgrade-software-when-they-should-199021
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3 Keys to a Successful Outage Remediation
Source: http://usan.hivefire.com/articles/138652/3-keys-to-a-successful-outage-remediation/
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AFSA Discusses Recent FTC Discussion about Consumer Rights Regarding Debt Collection and Use of Auto Dialers
Source: http://usan.hivefire.com/articles/71556/afsa-discusses-recent-ftc-discussion-about-consume/
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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.
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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.
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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.
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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.
Can a contact center play pivotal role in enterprise CRM strategy?
Source: http://usan.hivefire.com/articles/108151/can-a-contact-center-play-pivotal-role-in-enterpri/
NeoVox Global Chooses Windstream to Implement Avaya Call Center Infrastructure
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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
Monday, July 30, 2012
Aberdeen Research Shows the Value of On-Demand Contact Center Solutions
Source: http://usan.hivefire.com/articles/60167/aberdeen-research-shows-the-value-of-on-demand-con/
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.
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.
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Alpha Recovery Deploys Hosted Debt Collection Solution by Latitude Software (NASDAQ:ININ)
Source: http://usan.hivefire.com/articles/8928/alpha-recovery-deploys-hosted-debt-collection-solu/
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.
8 Contact Center Best Practices
Source: http://usan.hivefire.com/articles/119559/8-contact-center-best-practices/
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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.
'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).
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NeoVox Global Chooses Windstream to Implement Avaya Call Center Infrastructure
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.
The Benefits of the Cloud Come to the Call Center
Source: http://usan.hivefire.com/articles/113436/the-benefits-of-the-cloud-come-to-the-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.
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Gartner Says Worldwide BPO Growth Continues Despite Mixed Fortunes in Developed Countries
Source: http://usan.hivefire.com/articles/143223/gartner-says-worldwide-bpo-growth-continues-despit/
Cisco-Eagle
Source: http://www.contactcenterworld.com/view/contact-center-case-study/cisco-eagle.aspx
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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
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The "Uncentered" Call Center
Source: http://usan.hivefire.com/articles/95327/the-uncentered-call-center/
Lowering Call Center Attrition and Improving Customer Service
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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.
North American Contact Center Systems Market - market research report on Reportlinker
Source: http://usan.hivefire.com/articles/114477/north-american-contact-center-systems-market-marke/
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.
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.
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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.
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Saturday, July 28, 2012
Facebook to test first Open Compute racks
Source: http://www.infoworld.com/d/computer-hardware/facebook-test-first-open-compute-racks-198858
Cloud Based Predictive Dialer is a Competitive Option to an Old Problem
Source: http://usan.hivefire.com/articles/127943/cloud-based-predictive-dialer-is-a-competitive-opt/
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.
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Global Payments: Data breach cost a whopping $84.4 million
Source: http://www.infoworld.com/d/security/global-payments-data-breach-cost-whopping-844-million-198776
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4 Critical Questions About The Cloud
Source: http://usan.hivefire.com/articles/138710/4-critical-questions-about-the-cloud/
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.
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.
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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.
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Deutsche Telekom
Source: http://www.contactcenterworld.com/view/contact-center-case-study/deutsche-telekom.aspx
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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.
The Benefits of the Cloud Come to the Call Center
Source: http://usan.hivefire.com/articles/113436/the-benefits-of-the-cloud-come-to-the-call-center/
Friday, July 27, 2012
Police, Unions Concerned as ISP Call Center Consolidation Underway
AFSA Discusses Recent FTC Discussion about Consumer Rights Regarding Debt Collection and Use of Auto Dialers
Source: http://usan.hivefire.com/articles/71556/afsa-discusses-recent-ftc-discussion-about-consume/
67,000 Phones Likely to be Lost or Stolen During London Olympics
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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.
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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.
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.
2012 Best in Europe, Middle East & Africa Celebrate With A-list Stars at Amazing Gala
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.
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.
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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.
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More law firms are flying to cloud-based unified communications. Are you ready ...
Source: http://usan.hivefire.com/articles/113914/more-law-firms-are-flying-to-cloud-based-unified-c/
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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.
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.
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.
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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.
The Benefits of the Cloud Come to the Call Center
Source: http://usan.hivefire.com/articles/113436/the-benefits-of-the-cloud-come-to-the-call-center/
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.
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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.
Aberdeen Research Shows the Value of On-Demand Contact Center Solutions
Source: http://usan.hivefire.com/articles/60167/aberdeen-research-shows-the-value-of-on-demand-con/
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Monitor All Channels
Source: http://www.contactcenterworld.com/tips.aspx?id=4d4e766ce76d4b70a97f8d5f217420ad
Tool released at Black Hat contains 150 ways to bypass Web application firewalls
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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.
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.
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.
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How to choose an IaaS provider
Close your eyes and think of the cloud. Odds are Amazon quickly comes to mind -- for good reason.
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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.
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.
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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.
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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.
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?
AVAYA PDS / PCS / POM User Group Conference & Expo 2012
Source: http://www.contactcenterworld.com/html/ev/ev_5ec234b8cd954c42b8b95ccff567cf21.aspx
Changing the Channel
Source: http://usan.hivefire.com/articles/114621/changing-the-channel/
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.
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.
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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.
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.
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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.
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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.
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.
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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.
What you need to know about the upcoming iPhone 5
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
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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.
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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.
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Top 3 Methods for Improving Call Center Quality
Source: http://usan.hivefire.com/articles/8993/top-3-methods-for-improving-call-center-quality/
Managed Services: Call Center ? Part 2: Death Of The Predictive Dialer |
Source: http://usan.hivefire.com/articles/6045/managed-services-call-center-part-2-death-of-the-p/
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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.
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
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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.
The death of the Lapdock: The post-PC future that won't be
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
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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.
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Using BCP standards pays off for many organizations
Source: http://usan.hivefire.com/articles/113575/using-bcp-standards-pays-off-for-many-organization/
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.