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Saturday, June 30, 2012
RIM delays BlackBerry 10, reports plummeting sales
RIM delays BlackBerry 10, reports plummeting sales
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The two most feared attacks and how to avoid them
These days when I'm consulting with big businesses, governments, and other organizations, two main topics come up over and over: pass-the-hash attacks and hacktivism. One government client put it thusly: "Our department considers pass-the-hash attacks our No.
Cloud-Based Call Center Better to Withstand Weather
Source: http://usan.hivefire.com/articles/54681/cloud-based-call-center-better-to-withstand-weathe/
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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/
Cloud Based Contact Center Software a Safe Bet
Source: http://usan.hivefire.com/articles/13897/cloud-based-contact-center-software-a-safe-bet/
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ARM and x86 could coexist in data centers, says Calxeda
ARM processors could potentially coexist with x86 processors from Intel or Advanced Micro Devices in server environments, with the use case being similar to CPUs and graphics processors in some supercomputers today, chipmaker Calxeda said on Monday.
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Lowering Call Center Attrition and Improving Customer Service
Shocking stats: Apple rules mobile -- and it's not even close
We know Apple's iPad rules the tablet market and the iPhone is a popular smartphone, even though a panoply of devices running Google's Android owns the majority of the smartphone market.
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The Cisco security directive
Chris Young just celebrated his six-month anniversary as senior vice president of the recently formed Cisco Security Group reporting to Cisco CTO Padmasree Warrior. He brings an interesting perspective to the position, hailing as he does from VMware and RSA. Young was senior vice president and general manager for VMware's end user computing solutions and, prior to that, senior vice president for products at RSA.
Source: http://podcasts.infoworld.com/d/security/the-cisco-security-directive-196589?source=rss_data_center
Putting predictive analytics to work
The Orlando Magic's analytics team spent two years honing its skills on the business side.
"Eighteen to 20 months ago, we knew virtually nothing about predictive analytics," says Anthony Perez, director of business strategy for the NBA franchise. While his team was in fact working on predictive analytics well before that, Perez added, their tools weren't powerful enough to give them insights they needed, and the group needed to scale up its efforts. So Perez bought in new, more powerful software from SAS and began climbing the learning curve.
Sitka - Alaskan School District
Source: http://www.contactcenterworld.com/view/contact-center-case-study/sitka-alaskan-school-district.aspx
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Top sites are covertly cramming cookies down users' throats
Judging by the latest spate of high-profile password heists from such popular websites as eHarmony and LinkedIn, companies simply Source: http://podcasts.infoworld.com/t/internet-privacy/top-sites-are-covertly-cramming-cookies-down-users-throats-196594?source=rss_security
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Data center fabrics catching on, slowly
When Government Employees Health Association (GEHA) overhauled its data center to implement a fabric infrastructure, the process was "really straightforward," unlike that for many IT projects, says Brenden Bryan, senior manager of enterprise architecture. "We haven't had any 'gotchas' or heartburn, with me looking back and saying 'I wish I made that decision differently.'"
Red Hat acquiring FuseSource
Boosting its line of open source middleware, Red Hat is in the process of acquiring open source integration software vendor FuseSource from its parent company Progress Software. Terms of the deal were not disclosed.
2011 Global Best Practices
Source: http://www.contactcenterworld.com/html/ev/ev_f773b0ec0b924cb6827bbc2201826569.aspx
Sitka - Alaskan School District
Source: http://www.contactcenterworld.com/view/contact-center-case-study/sitka-alaskan-school-district.aspx
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Friday, June 29, 2012
Security issue found in 64-bit virtualization software running on Intel CPUs
Virtualization software has long been the subject of criticism because of real or perceived security flaws. Over the years there have been numerous virtualization exploits identified and resolved, but last week there was a significant uptick in the conversations about security issues around hypervisors and operating systems, because this time it didn't just affect a single vendor. Instead, the issue seems to affect a number of different 64-bit hypervisors and operating systems based on the type of processor they are operating.
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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Hortonworks tools extend Hadoop data analysis platform
For the first production release of what will be its flagship Apache Hadoop distribution, Hortonworks has focused on providing a set of tools to help deploy, manage, and extend the data analysis platform.
"Hortonworks' goal is to make Hadoop easy to use and consume," said John Kreisa, Hortonworks vice president of marketing.
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Court rulings take the shine off Apple's reputation
Apple's reputation and coffers have taken a double hit, courtesy of separate court rulings out of Australia and The Netherlands. The developments further blemish the company's once sparkling reputation.
Cloud-Based Call Center Better to Withstand Weather
Source: http://usan.hivefire.com/articles/54681/cloud-based-call-center-better-to-withstand-weathe/
Take Your Time
Source: http://www.contactcenterworld.com/tips.aspx?id=27225cce622944268bc102d696e6dd4d
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BI picks up the pace for faster decision-making
When it comes to making wine, Matt Wood believes cultivating customers is as complex as cultivating grapes. The success of both endeavors depends on many factors, including the tools used to grow the grapes and the business.
Source: http://www.infoworld.com/d/business-intelligence/extreme-bi-194757?source=rss_business_intelligence
IT-centric enterprise BI models unsustainable, says Forrester
Enterprise business intelligence models that are too heavily IT-centric are unsustainable, a new report from Forrester Research cautioned this week.
Increasingly, businesses that want to develop robust business intelligence (BI) capabilities will need to adopt self-service BI tools and methodologies in order to succeed, Forrester noted.
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Data center fabrics catching on, slowly
When Government Employees Health Association (GEHA) overhauled its data center to implement a fabric infrastructure, the process was "really straightforward," unlike that for many IT projects, says Brenden Bryan, senior manager of enterprise architecture. "We haven't had any 'gotchas' or heartburn, with me looking back and saying 'I wish I made that decision differently.'"
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Shocking stats: Apple rules mobile -- and it's not even close
We know Apple's iPad rules the tablet market and the iPhone is a popular smartphone, even though a panoply of devices running Google's Android owns the majority of the smartphone market.
Website security vastly improved, WhiteHat finds
An examination of thousands of websites across a dozen industries has found a major reduction in the number of serious vulnerabilities exposing the properties to hackers.
Technology advancements bring information silos out of isolation | Telemarketing & Call Center Solutions | Find Articles at BNET
Source: http://usan.hivefire.com/articles/4590/technology-advancements-bring-information-silos-ou/
Thursday, June 28, 2012
Facebook tackles Hadoop Achilles' heel
Running what they believe is the world's largest Hadoop-based collection of data, Facebook engineers have developed a way to circumnavigate a core weakness of the data analysis platform, that of relying on only a single name server to coordinate all operations.
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Asia Pacific Contact Centre Applications Market Bounced Back to Post a 3.4% Growth in H1 2010 after a Double-digit Decline in 2009 over 2008
Source: http://usan.hivefire.com/articles/30572/asia-pacific-contact-centre-applications-market-bo/
Security issue found in 64-bit virtualization software running on Intel CPUs
Virtualization software has long been the subject of criticism because of real or perceived security flaws. Over the years there have been numerous virtualization exploits identified and resolved, but last week there was a significant uptick in the conversations about security issues around hypervisors and operating systems, because this time it didn't just affect a single vendor. Instead, the issue seems to affect a number of different 64-bit hypervisors and operating systems based on the type of processor they are operating.
Are You Ready For Next Gen Self-Service
Source: http://usan.hivefire.com/articles/126015/are-you-ready-for-next-gen-self-service/
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The enterprise app store: 10 must-have features
Is 2012 the year app stores will break out in the enterprise?
The environment is certainly ripe for it. Over the past two years, there has been a proliferation of employees using smartphones and tablets to do work and more enterprises are implementing BYOD (bring our own device) programs that allow employees to use personal iPads, iPhones, and Android smartphones to access business apps.
Cloud-Based Call Center Software Provider Expands in RP | Manila Bulletin Newspaper | Find Articles at BNET
Source: http://usan.hivefire.com/articles/355/cloud-based-call-center-software-provider-expands-/
IBM, lab join hands to boost U.S. competitiveness
IBM is joining hands with the Lawrence Livermore National Laboratory to develop new technology, products and processes critical to the U.S. infrastructure in an effort to boost the global competitiveness of the country.
Facebook: We need to create our own dev and management tools
With nearly 1 billion users worldwide and 500 million people visiting its social network every day, Facebook has its work cut out for it in managing its systems. To help do that, the company has been developing its own management and development tools tuned to its specific needs, rather than relying on commercial offerings.
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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.
Managing swap space on Linux systems
When your Linux server starts feeling sluggish, you might benefit from looking at your swap space and gauging whether it's adequately sized for your system's workload. Fortunately, Linux has some handy commands for helping you get a good picture of your system's behavior.
Setting your swap space to be twice the size of your RAM is a good rule of thumb, but systems with very large amounts of memory likely won't likely need anywhere near that amount of swap. Besides, adding it later is easy if you have adequate disk space.
Source: http://www.infoworld.com/t/linux/managing-swap-space-linux-systems-196068?source=rss_data_center
Red Hat unveils hybrid cloud, PaaS plans
Red Hat is planning to roll out a number of product sets for building hybrid clouds over the next few months, the company announced Wednesday at the Red Hat Summit conference in Boston.
Apple steals from Windows Update playbook for OS X Mountain Lion
Apple will boost the frequency of security updates in OS X Mountain Lion and automatically install required patches for users, steps that bring it into line with Microsoft's practices.
In an update Monday to Mountain Lion's Developer Preview 4, Apple supplied what it called "Security Test Update Test 1.0." As the name implied, the update was a test of Mountain Lion's new security infrastructure, which presumably was put into place earlier.
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Wednesday, June 27, 2012
Red Hat unveils hybrid cloud, PaaS plans
Red Hat is planning to roll out a number of product sets for building hybrid clouds over the next few months, the company announced Wednesday at the Red Hat Summit conference in Boston.
TechEd 2012: The key insights for Windows admins (so far)
Every year, Microsoft gathers IT pros and developers in Orlando to explain its current and new technologies to those highly invested in it. The conference is Microsoft's largest user event and covers a lot of ground.
Here are the key insights for Windows admins I've gleaned from attending this year's conference.
Social Game DialVille Promoted Through Auto Dialer System
Source: http://usan.hivefire.com/articles/48785/social-game-dialville-promoted-through-auto-dialer/
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CRM buyers likely to benefit from market upswing
Source: http://usan.hivefire.com/articles/109193/crm-buyers-likely-to-benefit-from-market-upswing/
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Top 7 dilemmas facing today's developers
Your boss wants it yesterday, but it better be good when judged by the standards of tomorrow. Your customers want every feature they can imagine, but don't you dare confuse them by giving them all the buttons they want. Your fellow programmers want your code documented, but they just respond "tl;dr" to anything you write.
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10 predictions for what the CIO role will look like in 2020
At the same time, we also know that technology will change dramatically. Who could have predicted even 10 years ago that the CIO would have to deal with complications such as cloud security and virtualization? To find out how the role will change in eight years, we tapped industry leaders, analysts, and CIOs themselves to discover what the challenges of 2020 for the CIO will be like. Here's what we found out.
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VMware acquires desktop management company Wanova
VMware basically owns the x86 server virtualization right now, but that hasn't stopped Citrix, Microsoft, Red Hat, and others from trying to gain momentum and take away market share from the virtualization giant. Despite VMware's strong grip on the server side, it has yet to find a way to achieve that same level of success within the desktop virtualization market.
How Contact Centers Build Better Brands
Vendor Selection
Source: http://www.contactcenterworld.com/tips.aspx?id=07add6b6a991446d8d0795f1e7729352
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Shocking stats: Apple rules mobile -- and it's not even close
We know Apple's iPad rules the tablet market and the iPhone is a popular smartphone, even though a panoply of devices running Google's Android owns the majority of the smartphone market.
Busting down the info silos
More than a decade ago, General Mills developed a CRM system called International Contact Entry (ICE), which collects consumer contact data from phone calls, mail, email, and the Web and puts it all into a single Oracle database and a SAP BusinessObjects reporting system.
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5 tips for vanquishing virtual sprawl
Anyone who has virtualized the server environment understands the enormous amount of flexibility delivered via virtualization. Common tasks such as deploying a server for a new application or creating an entire multiserver development environment to test a new software package take a fraction of the time that they would with a physical environment. Better yet, doing so appears to be nearly free: no purchase orders for new hardware, no waiting for shipment, and no hunting for rack space.
Tuesday, June 26, 2012
Best in Americas Honored at Hard Rock Live 2012
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Catz denies committing Oracle to continued Itanium support
Oracle refused to commit to continued porting of its software to Hewlett-Packard's Itanium platform as part of the companies' settlement over Oracle's hiring of Mark Hurd, Oracle co-President Safra Catz told a judge on Tuesday.
HP enterprise business head Ann Livermore at one point proposed several business commitments to be included in the settlement agreement when she and Catz spoke in the wake of Hurd's hiring in September 2010, Catz said. Among those was Oracle agreeing to continue porting its software to Itanium, a chip platform that is predominantly used by HP.
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Intel buys wireless patents from Interdigital for $375 million
Intel on Monday spent $375 million to buy around 1,700 wireless networking patents from subsidiaries of digital communications company Interdigital.
Intel will get patents that cover a range of 3G, LTE, and Wi-Fi technologies from Interdigital. The patents should boost Intel's mobile product portfolio as the company establishes a presence in the smartphone and tablet markets, which is currently ruled by ARM.
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DMG Consulting Releases 2011 2012 Contact Center Performance Management Benchmark Study and Market Report
Source: http://usan.hivefire.com/articles/144128/dmg-consulting-releases-2011-2012-contact-center-p/
Busting down the info silos
ICSA Toronto Chapter 15th Annual Customer Service Conference
Source: http://www.contactcenterworld.com/html/ev/ev_bc23ac147b744b0e9d90b20423e285e8.aspx
OpenStack company Piston adds virtual desktop infrastructure
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Long live SOA in the cloud era
A few years back, SOA (service-oriented architecture) was all the rage. Vendors rushed to remarket everything as SOA, and SOA-washing was the new greenwashing. But in today's rush to the cloud, have we abandoned SOA? If so, we're in trouble.
VMware vs. Microsoft: The fight heats up again
Perhaps one of the greatest fights ever was the boxing match between Muhammad Ali and Joe Frazier known as the "Thrilla in Manila." Inside the ring, these two boxing giants went at it for 14 rounds, leaving nothing behind, to try and prove who was the better fighter. But even before they stepped foot in the squared circle, leading up to the fight there was a lot of trash talk going around as to who would win and who would be the greatest fighter of all time.
Call Centres Account for 18% of French Operators Costs
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Samsung mulls enterprise cloud services for mobile devices
Samsung is looking into the idea of hosting its own cloud services to extend the appeal of its Android-based consumer smartphones and tablets to enterprises, the company said on Wednesday.
With more employees bringing personal devices to work, the company is thinking about building cloud-based services for enterprises to connect disparate devices based on different OSes, said Dave Lowe, vice president of enterprise sales at Samsung Mobile, during a launch event for the Samsung Galaxy S III smartphone in New York.
Using BCP standards pays off for many organizations
Source: http://usan.hivefire.com/articles/113575/using-bcp-standards-pays-off-for-many-organization/
Monday, June 25, 2012
Black Hat targets the C-level
True story: A couple years ago, CSO Publisher Bob Bragdon attended Black Hat USA in Las Vegas. Accustomed to dealing with security practitioners at the executive level, he felt like a fish out of water in hallways teeming with torn jeans, leather and a variety of hair styles typically frowned upon in the boardroom.
"I was walking around asking myself, what is this?" Bragdon told me after that event.
Source: http://podcasts.infoworld.com/d/security/black-hat-targets-the-c-level-196155?source=rss_security
Microsoft to PC and tablet makers: You're not our future
Be careful what you ask for, you may just get it.
A reality check for OpenStack
Last week I caught up with Rackspace president Lew Moorman at the GigaOM Structure event to promote OpenStack, the open source "cloud operating system" started by Rackspace and NASA.
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Mobile devices bring cloud storage -- and security risks -- to work
Dropbox made headlines this week when Gawker.com was the first to report that an unnamed hacker broke into Mitt Romney's hotmail account with the same password used for a Dropbox account also associated with the GOP presidential candidate.
That followed on the heels of a decision last month by IBM to rollout a bring-your-own-device (BYOD) policy that bans the use of Dropbox.
Invest The Time
Source: http://www.contactcenterworld.com/tips.aspx?id=b82bbb69f29a4c578310518981cbb2dd
DMG Consulting Releases 2011 2012 Contact Center Performance Management Benchmark Study and Market Report
Source: http://usan.hivefire.com/articles/144128/dmg-consulting-releases-2011-2012-contact-center-p/
Virtual analysis misses a third of malware
Roughly a third of malware sent to a virtualized environment for analysis is able to elude detection, a security expert says.
Security vendors sell virtualized appliances to run and analyze the behavior of suspicious applications to identify malware, determine how it entered a network and then plug vulnerabilities. Over the last few years this technology has been used, cyber criminals have found ways to make their malware appear benign in such environments.
Rude or Unprofessional Staff Let Down Call Centres
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Check Point product line provides anti-DDoS protection
Check Point Software Technologies today announced its first line of products to fight distributed denial-of-service attacks (DDoS).
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U.S. judge dismisses Apple patents lawsuit against Motorola
A U.S. federal judge Friday ruled that Apple cannot seek an injunction against Motorola Mobility in its smartphone patents lawsuit, tossing out the case "with prejudice," meaning that neither side can refile, although the ruling could be appealed.
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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.
Where Is The Business Going?
Source: http://www.contactcenterworld.com/tips.aspx?id=de691eb716834563b780e9d9971982dd
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Sunday, June 24, 2012
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/
Who wins, who loses with the new shared data plans
Your cellular plans are about to be shaken up, and they could cost you a bundle more to get data connectivity on your smartphones and tablets. Two weeks ago, AT&T's CEO Randall Stephenson predicted that within two years carriers would stop offering tiered voice plans and make customers buy unlimited voice and messaging, but would let users share data plans across multiple devices.
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Mobile Voice Conference: It’s all about Talk!
Source: http://www.contactcenterworld.com/html/ev/ev_66fd77768bc348bc8f4f5eba915b3db2.aspx
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Intel buys wireless patents from Interdigital for $375 million
Intel on Monday spent $375 million to buy around 1,700 wireless networking patents from subsidiaries of digital communications company Interdigital.
Intel will get patents that cover a range of 3G, LTE, and Wi-Fi technologies from Interdigital. The patents should boost Intel's mobile product portfolio as the company establishes a presence in the smartphone and tablet markets, which is currently ruled by ARM.
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IVR: Pet Peeve or Dealbreaker?
Source: http://www.contactcenterworld.com/view/contact-center-article/ivr-pet-peeve-or-dealbreaker.aspx
Court rulings take the shine off Apple's reputation
Apple's reputation and coffers have taken a double hit, courtesy of separate court rulings out of Australia and The Netherlands. The developments further blemish the company's once sparkling reputation.
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DMG Consulting Releases 2011 2012 Contact Center Performance Management Benchmark Study and Market Report
Source: http://usan.hivefire.com/articles/144128/dmg-consulting-releases-2011-2012-contact-center-p/
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Happy IPv6 Day! Keep calm and carry on
As you probably already know, today is a very special day on the InterWebs. The 68th anniversary of the D-Day invasion? Well, yes, but that's not what I'm talking about. The 79th anniversary of the first drive-in theatre? Not that either.
Today -- 6.6.12 -- has been officially designated World IPv6 Launch day, making it the second nerdiest holiday on the planet after Pi Day (March 14, or 3.14). Break out the champagne and prepare for, well, not a whole lot.
Source: https://www.infoworld.com/t/cringely/happy-ipv6-day-keep-calm-and-carry-195013?source=rss_networking
Asia Pacific Contact Center Applications Market Grew in H1 2010 after a Double ...
Source: http://usan.hivefire.com/articles/11512/asia-pacific-contact-center-applications-market-gr/
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Communications-in-the-Cloud Trends: Video Interview with Interactive Intelligence and Ventana Research
Source: http://usan.hivefire.com/articles/7456/communications-in-the-cloud-trends-video-interview/
3 reasons we won't see a cloud API standard
Look at the cloud computing services out there -- then consider the fact they all have their own definition of an API. Clearly, we need standard cloud computing APIs. Enterprises are concerned because applications built around cloud APIs are costly to construct and to change. There is currently no good path to cloud portability to protect the investment in development.
Despite IT's desire for such standards, we won't see cloud API guidelines anytime soon. Here are the three main reasons.
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Saturday, June 23, 2012
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.
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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Hortonworks tools extend Hadoop data analysis platform
For the first production release of what will be its flagship Apache Hadoop distribution, Hortonworks has focused on providing a set of tools to help deploy, manage, and extend the data analysis platform.
"Hortonworks' goal is to make Hadoop easy to use and consume," said John Kreisa, Hortonworks vice president of marketing.
Don't expect a kinder, gentler Oracle after sales exec's departure
Oracle customers hoping that the pending departure of a top company executive will help pave the way for a kinder, gentler sales culture may be engaged in wishful thinking, according to industry observers.
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Asia Pacific Fastest Growing Region for Contact Center Services
5 tips for vanquishing virtual sprawl
Anyone who has virtualized the server environment understands the enormous amount of flexibility delivered via virtualization. Common tasks such as deploying a server for a new application or creating an entire multiserver development environment to test a new software package take a fraction of the time that they would with a physical environment. Better yet, doing so appears to be nearly free: no purchase orders for new hardware, no waiting for shipment, and no hunting for rack space.
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Cloud Based Contact Center Software a Safe Bet
Source: http://usan.hivefire.com/articles/13897/cloud-based-contact-center-software-a-safe-bet/
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.
TechEd 2012: The key insights for Windows admins (so far)
Every year, Microsoft gathers IT pros and developers in Orlando to explain its current and new technologies to those highly invested in it. The conference is Microsoft's largest user event and covers a lot of ground.
Here are the key insights for Windows admins I've gleaned from attending this year's conference.
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Cloudera moves Hadoop beyond MapReduce
With the latest update to its Apache Hadoop distribution, Cloudera has provided the possibility of using data processing algorithms beyond the customary MapReduce, the company announced Tuesday.
Version 4 of CDH (Cloudera's Distribution including Apache Hadoop) also comes with a number of resiliency improvements that should allow organizations to "run more critical workloads on the system," said Charles Zedlewski, Cloudera vice president of products.
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Predictive Dialer Provider Telstar Expands its Executive Management Team
Source: http://usan.hivefire.com/articles/147/predictive-dialer-provider-telstar-expands-its-exe/
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Best Practices in the Contact Center World - 6th Annual Global Conference
The worlds best Internal & Outsourced contact centers will share best practices:
Source: http://www.contactcenterworld.com/html/ev/ev_ac33b2049bda451e92cc098475b23193.aspx
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Friday, June 22, 2012
HP worried about an Oracle takeover after Hurd switched sides
Hewlett-Packard voiced concerns about Oracle attempting a hostile takeover after it hired former HP CEO Mark Hurd as co-president, Oracle's lead counsel told a judge on Monday.
HP sued Hurd shortly after he went to Oracle in September 2010, and the two companies quickly tried to settle the dispute. One of HP's core demands was a "standstill" agreement blocking takeover bids by Oracle for a period of time, said Dorian Daley, Oracle's senior vice president, general counsel and secretary, a key player in the negotiations with HP. But Daley dismissed HP's worries.
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New CRM Chat Tools Give Instant Gratification
Source: http://usan.hivefire.com/articles/137691/new-crm-chat-tools-give-instant-gratification/
Impacts Of Technology
Things like call recording that used to be extremely expensive are now sometimes built into the new technologies. You now have the ability to have remote agents, and agents on cellular phones, and agents that can be shared in different locations, so your ability to get the most out of your employees without having to duplicate them has increased. You really need to tackle the fundamentals that keep you from delivering on the goals of your organization. -James Puchbauer - Director Of Marketing, Altigen
Source: http://www.contactcenterworld.com/tips.aspx?id=b9d81788cfe04996897b070786bf3496
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/
Cloudera moves Hadoop beyond MapReduce
With the latest update to its Apache Hadoop distribution, Cloudera has provided the possibility of using data processing algorithms beyond the customary MapReduce, the company announced Tuesday.
Version 4 of CDH (Cloudera's Distribution including Apache Hadoop) also comes with a number of resiliency improvements that should allow organizations to "run more critical workloads on the system," said Charles Zedlewski, Cloudera vice president of products.
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