Saturday, June 30, 2012

RIM delays BlackBerry 10, reports plummeting sales

Research In Motion is delaying the launch of its BlackBerry 10 operating system due to delays in completing the software. BlackBerry 10, the next major upgrade to its OS, was due sometime before the end of the year but now won't see a release until the first quarter of 2013, the company said Thursday.

Source: http://www.infoworld.com/d/the-industry-standard/rim-delays-blackberry-10-reports-plummeting-sales-196675

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RIM delays BlackBerry 10, reports plummeting sales

Research In Motion is delaying the launch of its BlackBerry 10 operating system due to delays in completing the software. BlackBerry 10, the next major upgrade to its OS, was due sometime before the end of the year but now won't see a release until the first quarter of 2013, the company said Thursday.

Source: http://www.infoworld.com/d/the-industry-standard/rim-delays-blackberry-10-reports-plummeting-sales-196675

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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.

Source: http://podcasts.infoworld.com/d/security/the-two-most-feared-attacks-and-how-avoid-them-196351?source=rss_security

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Cloud-Based Call Center Better to Withstand Weather

Cloud-Based Call Center Better to Withstand WeatherTMC NetA hosted call center lets you add agents in a different time zone than yours-without adding the expenses of a second facility to your budget. David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist ...

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

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/

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Cloud Based Contact Center Software a Safe Bet

"The cloud" is about as big a buzz word right now as any technology in the contact center software space. The question is does it have the clout to follow through on the hype, or is it about as ephemeral as the atmospheric phenomenon it gets its name sake from?

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.

Source: http://www.infoworld.com/d/computer-hardware/arm-and-x86-could-coexist-in-data-centers-says-calxeda-195845?source=rss_data_center

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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

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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.

Source: http://www.infoworld.com/d/mobile-technology/shocking-stats-apple-rules-mobile-and-its-not-even-close-196154?source=rss_consumerization_of_it

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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

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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.

Source: http://www.infoworld.com/d/business-intelligence/putting-predictive-analytics-work-196490?source=rss_business_intelligence

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Sitka - Alaskan School District

OTRS leverages one-person Sitka IT staff to benefit teachers, parents, students, and staff

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

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.'"

Source: https://www.infoworld.com/d/data-center/data-center-fabrics-catching-slowly-196273?source=rss_networking

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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.

Source: http://www.infoworld.com/d/the-industry-standard/red-hat-acquiring-fusesource-196634?source=rss_the_industry_standard

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2011 Global Best Practices

Top Ranking Performers from around the Contact Center World

Source: http://www.contactcenterworld.com/html/ev/ev_f773b0ec0b924cb6827bbc2201826569.aspx

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Sitka - Alaskan School District

OTRS leverages one-person Sitka IT staff to benefit teachers, parents, students, and staff

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.

Source: http://images.infoworld.com/d/virtualization/security-issue-found-in-64-bit-virtualization-software-running-intel-cpus-195746?source=rss_virtualization

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AFSA Discusses Recent FTC Discussion about Consumer Rights Regarding Debt Collection and Use of Auto Dialers

CallFire's Hosted IVR services are easy to use &quick to deploy. Within minutes of opening your free account users can create rich telephone IVRs, buy phone numbers & even administer automated outbound telephone surveys. With so many advances in VoIP ...

Source: http://usan.hivefire.com/articles/71556/afsa-discusses-recent-ftc-discussion-about-consume/

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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.

Source: https://www.infoworld.com/d/data-management/hortonworks-tools-extend-hadoop-data-analysis-platform-195393?source=rss_data_management

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Court rulings take the shine off Apple's reputation

USE STORY HED HERE

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.

Source: http://www.infoworld.com/t/technology-business/court-rulings-take-the-shine-apples-reputation-196089?source=rss_the_industry_standard

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Cloud-Based Call Center Better to Withstand Weather

Cloud-Based Call Center Better to Withstand WeatherTMC NetA hosted call center lets you add agents in a different time zone than yours-without adding the expenses of a second facility to your budget. David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist ...

Source: http://usan.hivefire.com/articles/54681/cloud-based-call-center-better-to-withstand-weathe/

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Take Your Time

Take your time. We quite often see customers coming out of the market and out of the vendors saying this is what we want. They will expect to get all of the information back within a week to three weeks. It is unlikely to be so urgent that you cannot take a little longer to really engage with the vendors in advance of the formal process. Start with the business goals rather then the technology. Technology should be the last thing. - Martin Roberts, Vice-President of Marketing and Business Development, EMEA, NICE Systems

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

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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.

Source: http://www.infoworld.com/d/business-intelligence/it-centric-enterprise-bi-models-unsustainable-says-forrester-195661?source=rss_business_intelligence

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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.'"

Source: http://www.infoworld.com/d/data-center/data-center-fabrics-catching-slowly-196273?source=rss_networking

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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.

Source: http://www.infoworld.com/d/mobile-technology/shocking-stats-apple-rules-mobile-and-its-not-even-close-196154?source=rss_consumerization_of_it

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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.

Source: http://akamai.infoworld.com/d/security/website-security-vastly-improved-whitehat-finds-196612?source=rss_security

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Technology advancements bring information silos out of isolation | Telemarketing & Call Center Solutions | Find Articles at BNET

As global competition intensifies, selling the "right" products at reasonable prices no longer guarantees commercial success. One company's offerings can seem pretty much like another's. To take the lead, companies must fine-tune customer connections and extend customer relationships in new ways. They must differentiate themselves by giving customers faster, more pertinent answers to queries and by addressing each customer's unique set of needs. Call centers become the focus of value-added customer contact, combining all portals to the enterprise including telephone, fax, e-mail and the Web.

Source: http://usan.hivefire.com/articles/4590/technology-advancements-bring-information-silos-ou/

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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.

Source: http://www.infoworld.com/d/business-intelligence/facebook-tackles-hadoop-achilles-heel-195546?source=rss_business_intelligence

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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

The recovery of the global economy has revived spending on customer services, resulting in a major shift in the focus of contact centre applications market participants. While 2009 was primarily about customer retention, the first half (H1) of 2010 saw most market participants in the Asia Pacific strive towards customer acquisition. This caused a surge in demand from small and medium business (SMB) contact centres. This segment is also expected to impel the move towards a hosted model or encourage businesses to consider domestic outsourcing options. Rising interest in cloud computing has also spurred the hosted contact center market in ...

Source: http://usan.hivefire.com/articles/30572/asia-pacific-contact-centre-applications-market-bo/

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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.

Source: http://www.infoworld.com/d/virtualization/security-issue-found-in-64-bit-virtualization-software-running-intel-cpus-195746?source=rss_virtualization

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Are You Ready For Next Gen Self-Service

According to Forrester Research, 72% of U.S. online consumers prefer to use a company's Web site to get answers to their questions rather than contact companies via telephone or email. Clearly, the web has become the primary first point of contact between many organizations and their stakeholders. Despite this fact, frustration and inefficiency abounds online, resulting in unsatisfied customers and increases in escalations to expensive contact center mainstays like phone calls and e-mails.For many organizations, the "answer" to next generation customer service includes deploying the latest multi-channel self-service tools now available. Often described as answer agents, virtual assistants or "smart ...

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.

Source: http://www.infoworld.com/d/applications/the-enterprise-app-store-10-must-have-features-191786?source=rss_consumerization_of_it

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Cloud-Based Call Center Software Provider Expands in RP | Manila Bulletin Newspaper | Find Articles at BNET

Cloud-Based Call Center Software Provider Expands in RP from Manila Bulletin provided by Find Articles at BNET

Source: http://usan.hivefire.com/articles/355/cloud-based-call-center-software-provider-expands-/

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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.

Source: https://www.infoworld.com/d/data-center/ibm-lab-join-hands-boost-us-competitiveness-196529?source=rss_data_center

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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.

Source: http://www.infoworld.com/d/application-development/facebook-we-need-create-our-own-dev-and-management-tools-196437?source=rss_data_management

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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.

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

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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

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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.

Source: http://www.infoworld.com/d/cloud-computing/red-hat-unveils-hybrid-cloud-paas-plans-196558?source=rss_infoworld_top_stories_

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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.

Source: http://podcasts.infoworld.com/d/security/apple-steals-windows-update-playbook-os-x-mountain-lion-196384?source=rss_security

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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.

Source: http://www.infoworld.com/d/cloud-computing/red-hat-unveils-hybrid-cloud-paas-plans-196558?source=rss_infoworld_top_stories_

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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.

Source: http://www.infoworld.com/d/microsoft-windows/teched-2012-the-key-insights-windows-admins-so-far-195426?source=rss_virtualization

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Social Game DialVille Promoted Through Auto Dialer System

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/48785/social-game-dialville-promoted-through-auto-dialer/

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CRM buyers likely to benefit from market upswing

If you are in the market for CRM software, you are in a good spot. Two analysts firms are predicting plenty of growth and lots of healthy competition ? good news if you can go shopping. Recent market projections from both Gartner Inc. and International Data Corp (IDC) indicate it is all up from here in....

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.

Source: http://www.infoworld.com/d/application-development/top-7-dilemmas-facing-todays-developers-193412?source=rss_data_management

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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.

Source: http://www.infoworld.com/t/it-management/10-predictions-what-the-cio-role-will-look-in-2020-192344?source=rss_business_intelligence

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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.

Source: http://www.infoworld.com/d/virtualization/vmware-acquires-desktop-management-company-wanova-194260?source=rss_virtualization

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How Contact Centers Build Better Brands

Long vilified as necessary cost centers that drain resources, contact centers, are in fact, a companys first point of contact in generating revenue, instilling customer loyalty and building the brand. Changing perceptions takes the right attitude--as well as the right technology.

Source: http://www.contactcenterworld.com/view/contact-center-article/how-contact-centers-build-better-brands.aspx

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Vendor Selection

Always question claims made by vendors. You shouldn’t believe everything that the sales guide tells you. The second thing is to look for vendors that are clearly focusing on one specific area so you get the best product. On the other hand you need to ensure that the product is designed by architecture to be integrated into other systems into your existing environment. This doesn’t only apply to technology, but also to your processes. So you need to have a vendor with a mature approved, well established implementation methodology to ensure that your product is fine. -Peter Bollenbeck, C.E.O. of InVision Software

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.

Source: http://www.infoworld.com/d/mobile-technology/shocking-stats-apple-rules-mobile-and-its-not-even-close-196154?source=rss_the_industry_standard

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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.

Source: http://www.infoworld.com/d/business-intelligence/busting-down-the-info-silos-195093?source=rss_business_intelligence

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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.

Source: https://www.infoworld.com/d/data-explosion/5-tips-vanquishing-virtual-sprawl-195695?source=rss_virtualization

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Tuesday, June 26, 2012

Best in Americas Honored at Hard Rock Live 2012

ContactCenterWorld announces best in Americas at amazing gala dinner

Source: http://www.contactcenterworld.com/view/contact-center-news/best-in-americas-honored-at-hard-rock-live-2012.aspx

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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.

Source: https://www.infoworld.com/d/the-industry-standard/catz-denies-committing-oracle-continued-itanium-support-195966?source=rss_the_industry_standard

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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.

Source: http://www.infoworld.com/d/the-industry-standard/intel-buys-wireless-patents-interdigital-375-million-195820?source=rss_networking

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DMG Consulting Releases 2011 2012 Contact Center Performance Management Benchmark Study and Market Report

Today, DMG Consulting released its 2011 ? 2012 Contact Center Performance Management Benchmark Study and Market Report. This Report offers a fresh and innovative approach to evaluating CCPM products and the market. The Report uses feedback from a DMG benchmark study of executives and managers from around the world to identify the top business criteria to use in evaluating leading and contending CCPM solutions...

Source: http://usan.hivefire.com/articles/144128/dmg-consulting-releases-2011-2012-contact-center-p/

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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.

Source: http://www.infoworld.com/d/business-intelligence/busting-down-the-info-silos-195093?source=rss_business_intelligence

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ICSA Toronto Chapter 15th Annual Customer Service Conference

This conference features 12 world-class speakers over two days. If you are a customer service/contact centre professional, you cannot miss this event!

Source: http://www.contactcenterworld.com/html/ev/ev_bc23ac147b744b0e9d90b20423e285e8.aspx

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OpenStack company Piston adds virtual desktop infrastructure

Piston Cloud Computing is the first OpenStack-based company to embrace VDI (virtual desktop infrastructure), marking OpenStack's entrance into the VDI market dominated by Citrix.

Source: http://www.infoworld.com/d/virtualization/openstack-company-piston-adds-virtual-desktop-infrastructure-196303

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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.

Source: http://akamai.infoworld.com/t/application-development/long-live-soa-in-the-cloud-era-196053?source=rss_cloud_computing

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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.

Source: https://www.infoworld.com/d/virtualization/vmware-vs-microsoft-the-fighting-heats-again-196264?source=rss_virtualization

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Call Centres Account for 18% of French Operators Costs

Around 18 percent of French telecom operators costs are spent on call centres, whether in-house or outsourced, according to a study by AT Kearney. Half of their call centre workers are based abroad, mainly in Tunisia and Morocco.

Source: http://www.contactcenterworld.com/view/contact-center-research/call-centres-account-for-18-of-french-operators-costs.aspx

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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.

Source: http://akamai.infoworld.com/d/consumerization-of-it/samsung-mulls-enterprise-cloud-services-mobile-devices-196057?source=rss_cloud_computing

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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/

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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

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Microsoft to PC and tablet makers: You're not our future

Microsoft to PC and tablet makers: You're not our future

Be careful what you ask for, you may just get it.

Source: https://www.infoworld.com/t/technology-business/microsoft-pc-and-tablet-makers-youre-not-our-future-195877?source=rss_the_industry_standard

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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.

Source: http://www.infoworld.com/t/cloud-computing/reality-check-openstack-196249?source=rss_infoworld_top_stories_

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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.

Source: http://www.infoworld.com/d/cloud-computing/mobile-devices-bring-cloud-storage-and-security-risks-work-195190?source=rss_consumerization_of_it

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Invest The Time

The first thing that a contact center manger needs to recognize is that there is a lot that goes on from a customer interaction perspective before the call reaches the agent. To get that understanding, and to really embrace the fact that they spend a lot of time and effort on quality monitoring on the agents side, they should invest the same amount of time on the automated system. We know that so many calls are terminated in the automated system for good reasons. You want to spend the same amount of time and money on monitoring the automated systems as you would in quality efforts on your agents. -Frank Moreno - Director of Marketing, Emprix

Source: http://www.contactcenterworld.com/tips.aspx?id=b82bbb69f29a4c578310518981cbb2dd

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DMG Consulting Releases 2011 2012 Contact Center Performance Management Benchmark Study and Market Report

Today, DMG Consulting released its 2011 ? 2012 Contact Center Performance Management Benchmark Study and Market Report. This Report offers a fresh and innovative approach to evaluating CCPM products and the market. The Report uses feedback from a DMG benchmark study of executives and managers from around the world to identify the top business criteria to use in evaluating leading and contending CCPM solutions...

Source: http://usan.hivefire.com/articles/144128/dmg-consulting-releases-2011-2012-contact-center-p/

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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.

Source: http://akamai.infoworld.com/d/security/virtual-analysis-misses-third-of-malware-195988?source=rss_virtualization

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Rude or Unprofessional Staff Let Down Call Centres

Case poll finds customers of banks, telcos also irked by long waits for service

Source: http://www.contactcenterworld.com/view/contact-center-research/rude-or-unprofessional-staff-let-down-call-centres.aspx

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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).

Source: https://www.infoworld.com/d/security/check-point-product-line-provides-anti-ddos-protection-195976?source=rss_networking

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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.

Source: http://www.infoworld.com/d/the-industry-standard/us-judge-dismisses-apple-patents-lawsuit-against-motorola-196256?source=rss_the_industry_standard

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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.

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

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Where Is The Business Going?

Know your business strategy, and know what the drivers are in the business, because if you don’t know where the business is going, and who you are trying to target, then you are not going to implement the right technologies and address the future needs of the business. With that, you can identify the service levels that you are going to have to deliver to the different types of customers. -Tim Thaxter - Head of Applications, Siemens

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

Gartner estimates that the BPO market will grow in many regions. See expectations.

Source: http://usan.hivefire.com/articles/143223/gartner-says-worldwide-bpo-growth-continues-despit/

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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.

Source: http://podcasts.infoworld.com/d/mobile-technology/who-wins-who-loses-the-new-shared-data-plans-195522?source=rss_infoworld_top_stories_

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Mobile Voice Conference: It’s all about Talk!

Apple’s Siri has led consumers to understand that speech recognition works and can be friendly. More such services for mobile phones and TVs will get similar publicity. Customer service operations can take advantage of this paradigm shift to increase automation rates by adopting an “assistant” model. The assistant can be at the end of a conventional phone call or start as an ap

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.

Source: http://www.infoworld.com/d/the-industry-standard/intel-buys-wireless-patents-interdigital-375-million-195820?source=rss_networking

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IVR: Pet Peeve or Dealbreaker?

If you’re like most companies, an overwhelming majority of your customers are averse to your IVR; it’s not something your customers love about you. The problem is that for some discerning customers, your IVR might be a deal-breaker. However, there are some things you can do today to address this problem.

Source: http://www.contactcenterworld.com/view/contact-center-article/ivr-pet-peeve-or-dealbreaker.aspx

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Court rulings take the shine off Apple's reputation

USE STORY HED HERE

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.

Source: http://images.infoworld.com/t/technology-business/court-rulings-take-the-shine-apples-reputation-196089?source=rss_the_industry_standard

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DMG Consulting Releases 2011 2012 Contact Center Performance Management Benchmark Study and Market Report

Today, DMG Consulting released its 2011 ? 2012 Contact Center Performance Management Benchmark Study and Market Report. This Report offers a fresh and innovative approach to evaluating CCPM products and the market. The Report uses feedback from a DMG benchmark study of executives and managers from around the world to identify the top business criteria to use in evaluating leading and contending CCPM solutions...

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

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Asia Pacific Contact Center Applications Market Grew in H1 2010 after a Double ...

The recovery of the global economy has revived spending on customer services, resulting in a major shift in the focus of contact centre applications market participants. While 2009 was primarily about customer retention, the first half (H1) of 2010 saw most markets in the Asia Pacific strive towards customer acquisition.

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

Cloud-based communications solutions will see significant traction over the next several years and beyond according to Ventana Research vice president and research director, Richard Snow and Interactive Intelligence chief marketing officer, Joe Staples.

Source: http://usan.hivefire.com/articles/7456/communications-in-the-cloud-trends-video-interview/

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Nvidia unveils virtualized GPU with eye on graphics-intensive cloud

Nvidia unveils virtualized GPU with eye on graphics-intensive cloud

With an eye on the evolving BYOD and Source: http://podcasts.infoworld.com/t/virtual-desktop/nvidia-unveils-virtualized-gpu-eye-graphics-intensive-cloud-193173?source=rss_virtualization

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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.

Source: http://podcasts.infoworld.com/d/cloud-computing/3-reasons-we-wont-see-cloud-api-standard-196056?source=rss_cloud_computing

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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.

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

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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.

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

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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.

Source: http://www.infoworld.com/d/data-management/hortonworks-tools-extend-hadoop-data-analysis-platform-195393?source=rss_data_management

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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.

Source: http://www.infoworld.com/d/the-industry-standard/dont-expect-kinder-gentler-oracle-after-sales-execs-departure-196186?source=rss_the_industry_standard

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Asia Pacific Fastest Growing Region for Contact Center Services

Asia Pacific had 3.48 million agent seats in 2011 and estimates this to reach 5.9 million in 2018.

Source: http://www.contactcenterworld.com/view/contact-center-research/asia-pacific-fastest-growing-region-for-contact-center-services.aspx

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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.

Source: https://www.infoworld.com/d/data-explosion/5-tips-vanquishing-virtual-sprawl-195695?source=rss_data_center

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Cloud Based Contact Center Software a Safe Bet

"The cloud" is about as big a buzz word right now as any technology in the contact center software space. The question is does it have the clout to follow through on the hype, or is it about as ephemeral as the atmospheric phenomenon it gets its name sake from?

Source: http://usan.hivefire.com/articles/13897/cloud-based-contact-center-software-a-safe-bet/

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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: http://images.infoworld.com/d/cloud-computing/amazon-pitches-mysql-in-the-cloud-19-month-195414?source=rss_cloud_computing

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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.

Source: https://www.infoworld.com/d/microsoft-windows/teched-2012-the-key-insights-windows-admins-so-far-195426?source=rss_data_center

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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.

Source: http://podcasts.infoworld.com/d/business-intelligence/cloudera-moves-hadoop-beyond-mapreduce-194941?source=rss_business_intelligence

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Predictive Dialer Provider Telstar Expands its Executive Management Team

Predictive Dialer Provider Telstar Expands its Executive Management TeamTMCnet... Communications-as-a-Service technology and offers blended call center services, predictive dialer capabilities, and automated messaging via the cloud. ...

Source: http://usan.hivefire.com/articles/147/predictive-dialer-provider-telstar-expands-its-exe/

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Best Practices in the Contact Center World - 6th Annual Global Conference

The Best in the World - ALL 2011 AWARD WINNERS FROM 19 NATIONS!
The worlds best Internal & Outsourced contact centers will share best practices:

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.

Source: http://www.infoworld.com/d/the-industry-standard/hp-worried-about-oracle-takeover-after-hurd-switched-sides-195875?source=rss_the_industry_standard

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New CRM Chat Tools Give Instant Gratification

Recent announcements in the CRM space have been all about crossing bridges to streamline customer contact functions and making customer service representatives' lives easier and more productive. And all it's taking is a click of the mouse.

Source: http://usan.hivefire.com/articles/137691/new-crm-chat-tools-give-instant-gratification/

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Impacts Of Technology

If you are looking for where the new technology can impact your business, look at new applications that you were not able to afford before. Look at applications that are hurting your ability to get a return on investment from your customer, and the barriers to the enhancement of that relationship.

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

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AFSA Discusses Recent FTC Discussion about Consumer Rights Regarding Debt Collection and Use of Auto Dialers

CallFire's Hosted IVR services are easy to use &quick to deploy. Within minutes of opening your free account users can create rich telephone IVRs, buy phone numbers & even administer automated outbound telephone surveys. With so many advances in VoIP ...

Source: http://usan.hivefire.com/articles/71556/afsa-discusses-recent-ftc-discussion-about-consume/

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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.

Source: http://www.infoworld.com/d/business-intelligence/cloudera-moves-hadoop-beyond-mapreduce-194941?source=rss_business_intelligence

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