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Call center VoIP software

Your guide to contact center technology purchasing decisions

Selecting the right contact center technology for an organization is essential to its success, but with so many options, how do you know which is the best fit? Continue Reading
What contact center software to buy in 2017

If your contact center software needs updating, this tip will help you focus on some of the must-have technology to buy in 2017. Continue Reading
Choosing contact center infrastructure software

Contact center infrastructure purchases can be costly, but they also bring serious ROI through a boost in efficiency and customer experience. Continue Reading
Chatbots benefit the customer service market, but not a cure-all

Contact centers are searching for ways to bring efficiency to their processes without sacrificing customer-service quality. Chatbots offer one avenue. Continue Reading
Top contact center management dos and don'ts

Customer service agents set the tone for a customer's interactions with a company. Learn how to improve the experience with contact center management dos and don'ts from an expert. Continue Reading

ROI Insider Tip: VoIP helps company trim costs, response time

Byram Healthcare needed an efficient system to deal with thousands of customer support phone inquires. The company implemented a VoIP call center system that has helped it cut costs and more effectively respond to customers' needs. Continue Reading
Learn IT in 10 easy steps: VoIP

This handy guide to VoIP provides you with an overview of the technology, including key terms, trends, challenges and more. Continue Reading
New Jersey nets storage boost with move to SAN

How New Jersey's Office of Information Technology moved from a mainframe environment to a dual SAN. Continue Reading
PKI complexities, cost hold promising technology back

In this first edition of Scheier's Security Product Roundup, Robert Scheier discusses the current state of PKI. Continue Reading

Cambridge Analytica-Facebook case shows need for ethical data mining

Ethical data collection practices are becoming even more important, as cases like Cambridge Analytica's misuse of Facebook data ...

Rethinking analytics processes spurs enterprise innovation

By taking a fresh look at the makeup of their analytics organizations, enterprises can innovate their business models and take ...

Diversified data sets for analytics deliver top results

Analytics teams should focus on data diversity to ensure that their projects deliver the most meaningful insights -- but they ...

SearchDataManagement

GDPR data protection edicts make good data governance a must

The European Union's new GDPR law puts the onus on companies to ensure that their data governance and management practices enable...

GDPR rules can spur broader steps to protect sensitive data

Companies need to make compliance with GDPR's requirements on managing personal data a priority, but they should also work to ...

Data integrity protection spurs greater security spending

As hacking, ransomware and malware attacks mount, companies place big data protection and integrity among the primary reasons for...

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SAP indirect access debate tackled in new licensing model

SAP wants to resolve the indirect-access issue with a new, document-based licensing model. Analysts think customers will be happy...

Pros and cons of SAP Cloud Platform integration tools

While SAP offerings are often best for cloud-to-cloud and cloud-to-ground integration, sometimes, it's better to look elsewhere. ...

Supply chain risk assessment a major focus of SAP Ariba

SAP Ariba's Supplier Risk helps companies assess their suppliers in a number of risk categories, but building a responsible ...

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Collaborate 18 to track progress of Oracle cloud database, apps

The Collaborate 18 conference will shine a light on Oracle cloud adoption and migration issues, and on the impact that such moves...

Oracle Autonomous Database debut heralds new cloud hopes

It wasn't the first in the cloud computing space, but Oracle is all in now. Key to the effort is a new Autonomous Database ...

Oracle cloud services aim to pull users out of IT comfort zone

Oracle has gone all-in on cloud computing and expanded its line of cloud services in the hopes users will make the jump. But ...

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Amazon FreeRTOS aims to simplify, secure IoT deployment

Operational technology teams have been slow to update microcontroller software due to safety and logistics concerns, but Amazon ...

Test your knowledge of GDPR rights and AWS data protection

Is your enterprise GDPR-compliant? Take this quick quiz to test your knowledge of the EU regulation, as well as relevant AWS data...

Support for Node.js in AWS Lambda slowly, but surely, evolves

Developers who need the latest version of Node.js for a serverless platform might turn to Lambda rivals to meet that need. But ...

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How a digital transformation process helped curb reliance on paper

By moving on from paper, the North Carolina Court System and the Texas Animal Health Commission were able to accommodate ...

Intelligent information management is ready for AI, blockchain

A panel discussion at AIIM 2018 looked at how AI, cloud and blockchain will disrupt the intelligent information management space.

SharePoint 2019 on premises the talk of SharePoint Fest D.C.

This episode of the Pipeline podcast breaks down SharePoint users' concerns about data migration, on-premises version support, ...

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Salesforce Field Service Lightning gets appointment, scheduling upgrades

While the new Field Service Lightning features will help Salesforce users connect customers to their service needs, it lacks any ...

Salesforce World Tour Boston talks Integration Cloud, Social Studio

Salesforce World Tour sessions included dives into Philanthropy Cloud, integrated surveys and Salesforce's new Integration Cloud.

Salesforce Boston World Tour show highlights customers, philanthropy

From the dais and halls at Salesforce World Tour's Boston stop, talk focused on automating employee volunteerism, marketing best ...