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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
Fan traps in business intelligence, Part 1

A "fan trap" is an age-old SQL problem with a relatively new moniker. 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

Avoid turbulence when shifting to data analytics in the cloud

When migrating BI and data analytics to the cloud, factor existing analytics processes, software evaluation, data protection and ...

Upswing in cloud business intelligence spawns migration issues

More organizations are looking to run BI and analytics applications in the cloud. This handbook offers insights into moving ...

Information Builders CEO on cloud-first approach, machine learning

Information Builders' new CEO, Frank Vella, said the company's focus on cloud and machine learning will help it solidify a firm ...

SearchDataManagement

Originators form group to boost Presto SQL query engine

The Presto engine arose as an alternative to Hive for big data queries. Now, the Presto Software Foundation has formed to promote...

5 best practices for managing real-time data integration

Real-time data integration isn't like traditional data integration -- "it's moving, it's dirty and it's temporal," cautions one ...

Web integration platform eases way to machine learning models

StoryFit data scientists employ machine learning algorithms to gauge film script scenarios' prospects. They use Import.io tools ...

SearchSAP

SAP managed services weed out IT complexity at Ball Horticulture

Ball Horticultural outsourced its SAP Basis administration to Symmetry when the complexity of its SAP environment grew, but ...

Haribo can't bear SAP S/4HANA implementation

Haribo's recent deployment of S/4HANA may have led to problems getting its products into stores, but experts believe they could ...

10 record-to-report tips in SAP ECC for audit compliance

Ensuring a comprehensive segregation of duties and limiting the financial postings that can be made manually are some of the ways...

SearchOracle

Click-to-launch tools pull apps through Oracle Cloud Infrastructure marketplace

Oracle has made it easier for customers to choose and launch third-party software onto its cloud. Now, the question is whether ...

Rewards program provider taps Oracle IaaS for app migration

Oracle struggles in IaaS against AWS and Azure, but one Oracle cloud customer said its move there is a success, albeit within an ...

Future of Oracle centers on the cloud, AI and automation

Oracle deepened its embrace of cloud computing, AI software and IT automation tools in 2018. What can users expect from it in ...

SearchAWS

Use AWS Firecracker to build micro VMs for containerized apps

Firecracker has many of the benefits of containers and VMs, without some of their limitations. Here are a few things to know if ...

AWS Lambda functions become more flexible, but use caution

AWS Lambda added custom runtimes and longer timeouts. Review the benefits, such as flexibility and easier migration, along with ...

AWS' blockchain approach takes divergent paths

AWS was slow to embrace blockchain but now offers two approaches to the concept. Review the specs of Quantum Ledger Database and ...

SearchContentManagement

How content services can speed up cloud content migration

During a continuous, or hot, migration, a content services platform can move content from the legacy repository to a new one -- a...

Personalized content solidifies the customer experience

Today's customers expect customized, curated digital experiences. Learn how to deliver what customers need and stay ahead of the ...

Create a winning personalized customer journey

Web content management platforms, customer data platforms and matchmaking can all help companies create and implement a ...

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How Salesforce Einstein machine learning makes AI practical

As it evolves, Salesforce's Einstein AI serves the needs of a growing number of organizations and takes the guesswork out of why ...

How Lucky Brand improved its online customer experience

As retailers try to keep up with customers' changing expectations, more and more brands are trying to mesh their online shopping ...

Salesforce makes push for diversity in technology

Salesforce is maneuvering into industry leadership, making a diverse IT community a priority. Its product development strategy ...