Source: http://usan.hivefire.com/articles/119559/8-contact-center-best-practices/
Bell Companies customer service quotes small business business week
Source: http://usan.hivefire.com/articles/119559/8-contact-center-best-practices/
Bell Companies customer service quotes small business business week
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
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 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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Source: http://www.contactcenterworld.com/tips.aspx?id=5119e0f08a3a493689dc18964882f4e3
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Source: http://usan.hivefire.com/articles/114683/non-profit-says-broadband-influencers-arent-talkin/
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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."
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 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.
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.
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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Source: http://www.contactcenterworld.com/html/ev/ev_ac33b2049bda451e92cc098475b23193.aspx
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.
Source: http://usan.hivefire.com/articles/26919/hosted-predictive-dialers-help-to-address-challeng/
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.
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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Source: http://usan.hivefire.com/articles/4590/technology-advancements-bring-information-silos-ou/
Source: http://usan.hivefire.com/articles/143223/gartner-says-worldwide-bpo-growth-continues-despit/
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Businesses in new study were five times more likely to have decreased spending on managing security over three years.
Source: http://www.contactcenterworld.com/html/ev/ev_ac33b2049bda451e92cc098475b23193.aspx
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.
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Source: http://www.contactcenterworld.com/view/contact-center-case-study/singo-solution.aspx
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Yahoo today launched a new tool for online advertisers designed to take advantage of the company's extensive experience with big data analytics.
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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.
Source: http://usan.hivefire.com/articles/71556/afsa-discusses-recent-ftc-discussion-about-consume/
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Source: http://usan.hivefire.com/articles/147/predictive-dialer-provider-telstar-expands-its-exe/
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Source: http://usan.hivefire.com/articles/114621/changing-the-channel/
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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.
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.
Source: http://usan.hivefire.com/articles/8928/alpha-recovery-deploys-hosted-debt-collection-solu/
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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Source: http://usan.hivefire.com/articles/22352/aberdeen-research-shows-the-value-of-on-demand-con/
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.
Source: http://usan.hivefire.com/articles/114477/north-american-contact-center-systems-market-marke/
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
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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Source: http://usan.hivefire.com/articles/22352/aberdeen-research-shows-the-value-of-on-demand-con/
Source: http://www.contactcenterworld.com/html/ev/ev_f07b0cdfb03c45ae82acf0ccf88de2a3.aspx
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As James Niccolai reported yesterday, the jury in the Oracle-Google trial has found than none of the eight remaining claims in
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 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.
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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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.
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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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 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.
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Source: http://usan.hivefire.com/articles/110290/boost-the-power-of-the-ivr-system-via-integration-/
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.
Source: http://usan.hivefire.com/articles/8153/hosted-unified-communications-for-smbs-dig-deep/
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 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 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 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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Source: http://www.contactcenterworld.com/html/ev/ev_67c03dac2f0d470e92bcaf53602dd08f.aspx
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Source: http://usan.hivefire.com/articles/4589/call-center-software-advancements-ease-winter-staf/
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.
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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Source: http://usan.hivefire.com/articles/119559/8-contact-center-best-practices/
Source: http://usan.hivefire.com/articles/95/north-american-contact-center-survey-reveals-costs/
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 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.
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.
Hewlett-Packard was a no-show in the emerging world of tablets and smartphones.
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Source: http://www.contactcenterworld.com/view/contact-center-case-study/deutsche-telekom.aspx
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Source: http://usan.hivefire.com/articles/93616/is-your-call-center-looking-cloudy-good/
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 today launched a new tool for online advertisers designed to take advantage of the company's extensive experience with big data analytics.
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 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
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.
Source: http://www.infoworld.com/t/it-management/10-predictions-what-the-cio-role-will-look-in-2020-192344
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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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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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
Source: http://usan.hivefire.com/articles/60167/aberdeen-research-shows-the-value-of-on-demand-con/
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Source: http://usan.hivefire.com/articles/4590/technology-advancements-bring-information-silos-ou/
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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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Source: http://www.contactcenterworld.com/tips.aspx?id=9bbb9c3e8e044613aae76a34bc464e51
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Source: http://usan.hivefire.com/articles/113436/the-benefits-of-the-cloud-come-to-the-call-center/
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Source: http://usan.hivefire.com/articles/49219/building-a-multichannel-contact-center/
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.
Source: http://usan.hivefire.com/articles/7456/communications-in-the-cloud-trends-video-interview/
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Source: http://usan.hivefire.com/articles/114308/more-law-firms-are-flying-to-cloud-based-unified-c/
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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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.
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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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 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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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.
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 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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Source: http://usan.hivefire.com/articles/8928/alpha-recovery-deploys-hosted-debt-collection-solu/
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Source: http://usan.hivefire.com/articles/22352/aberdeen-research-shows-the-value-of-on-demand-con/
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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.
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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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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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.
customer service quotes small business business week starting a business
Businesses in new study were five times more likely to have decreased spending on managing security over three years.
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Source: http://usan.hivefire.com/articles/115294/5-cloud-based-services-you-should-start-using-toda/