OCZ Technology and Z-Drive R4 PCIe Solid-State Drives Get VMware Ready Status

Desktop Virtualization

We can design, build and manage Desktop Virtualization solutions for clients. Click here to schedule a free consultation with a BTG executive

View the Original article

GIA Addresses Drives the Global Internet Protocol Address Management Market

IP Transit
National Access points of pressence. Flexible bandwith tiers support incremental capacity demands. Connect to almost any city in the US.

View the Original article

Swedish Call Center Drives Revenue Growth with New Cloud-based Solution

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Aenean at libero et erat pretium aliquet id eget ipsum. Nullam eget nunc nunc. Aliquam lorem mi, placerat eget adipiscing non, adipiscing eu nisl. ...

View the Original article

Big Data Drives Maturing Cloud Storage Market

Best Practices: Backing Up and Securing Data

Your cloud storage plan needs to be comprehensive. Don’t just back up your servers, back up your laptops and desktops. You never know what will be damaged. Back up at least once at day, preferably more. Make sure you have a least one copy

Automation is imperative. Manual intervention experience has proven back up is not reliable. Your storage system needs to be fully automated and monitored.

Time sensitivity: Remember how important your data is and determinehow much does that data change. Data always needs to be protected. Is it an hour old? 24 hours old? That’s going to determine how often it needs to be backed up.

Disaster recovery. How fast do you need that data back? A lot of people have a solid idea of how much they data they have but there is a time factor is associated. Most people don’t grasp it and they just come up with an arbitrary number.

Data security: What is the data actually comprised of? Companies know how much data they have, they know the business uses that information, but many CIOs can’tdetermine how the business uses the data it is storing. There is a big difference between documents the marketing team has to store (pictures and icons), versus HR and payroll and information where encryption is required. Type and context your data so you can apply the proper protection to prevent data theft.

Make sure the data is in a single unified capability. Multiple copies of data in multiple places – paying for it to be stored multiple times with no benefit of it having it in so many places just drives up the cost of storing it. There needs to be a value to it. Understand the difference between highly available data versus multiple copies of data that doesn’t change a lot that are accessible by one source.

Work with the right vendor. Partner with a service provider who can help you navigate the different storage options. Today, there is not a great deal of standardization and portability across providers. Ensure that your applications are portable. A good partner can help you achieve that.

Edited by Stefania Viscusi
Please enable JavaScript to view the comments powered by Disqus. blog comments powered by Disqus » Recent Table of ContentsCloud Computing Newsletter

Sign up for our free weekly Cloud Communications Newsletter!

Get the latest expert news, reviews & resources. Tailored specifically for Cloud Computing.

Subscribe Now!Latest From Cloud Computing Calling All Cloud SkepticsNeustar Aims to Make Mobile App Development EasierSMB Cloud Forecast: The Future is BrightThe M5 Case'Undisastering' Disaster RecoveryPrivate Personal Clouds: Fact or Fiction?

View the Original article

Video, High-Speed Internet Drives 100 Gbps and 4G LTE Rollouts in Rural America

- Alert) and video-on-demand, using 100Gbps technology.  The ALU solution for VTel includes: 

100G optical coherent technology, based on Alcatel-Lucent’s 1830 Photonic Service Switch (PSS) 7750 Service Router OmniSwitch 9800E Metro Ethernet switch

ALU has also been selected as the integrator of VTel’s IPTV service, which runs on the Microsoft Mediaroom™ solution. In addition, network management capabilities are provided by Alcatel-Lucent’s 5620 Service Aware (News

View the Original article

KnoahSoft Quality Monitoring Drives Market Differentiation

  By Susan J. Campbell, TMCnet Contributing Editor The contact center is so much more than just an interaction point between the customer and the company. Today, this important division within the company is responsible for managing the customer experience. The key differentiator for any company is in how well their contact center agents are able to handle the customer experience. Optimal performance is often the result of quality monitoring.



To tackle this issue and guide others in the industry toward excellence, KnoahSoft’s (News - Alert) Vice President, David Lewy, was on hand for the Contact Center Online Summit event, March 13th – 15th.  His focus included the proper management of the customer experience and how it can easily result in increased profits, performance levels and employee engagement. He also stressed the importance of harnessing customer feedback, and turning it into business intelligence to take the organization to the next level.

To that end, KnoahSoft offers the Harmony 3.0 solution, designed specifically to help businesses improve customer satisfaction, while also increasing operational awareness. Through its quality monitoring capabilities, KnoaSoft is providing formal and informal IP-based contact centers with a solution that is both low in cost and Web-based.

The solution was built from the ground up to leverage VoIP, supporting performance management, quality monitoring and call recording. A collaborative work environment is built by providing contact center leaders with the information they need to do their jobs.

Calls, emails and chat sessions are ready for review in a PCI (News - Alert)-compliant, open-reporting framework that is services-oriented. Advanced reporting and real-time dashboards reduce liability risks and operating expenses, while also improving the effectiveness and satisfaction of the contact center staff. Web 2.0 is inherent in this quality monitoring platform to strengthen the bottom line and enhance the overall experience for the customer.

Quality monitoring with KnoahSoft allows for the effective management of business operations with real-time and even offline data. Agent performance and quality is improved through the capture of business data through surveying, voice recordings and speech analytics. In a collaborative environment, contact center supervisors can positively support agents with messaging, monitoring, eLearning and coaching modules.

Agents within the contact center environment generally have a clear direction on performance expectations, but do they have the tools to consistently drive improvement while optimizing the customer experience? With quality monitoring in place, supervisors can effectively coach agents on what they do well, and where improvements could have a positive impact.

KnoahSoft provides the necessary quality monitoring tools to create a positive environment, enabling the contact center to achieve that quality differentiation in the market that so many consumers demand. 




Edited by Jennifer Russell
Back to Quality Monitoring ›

View the Original article

Demand for Broadband Drives Roll-Outs Worldwide

By Susan J. Campbell, TMCnet Contributing Editor In 2011, broadband grew faster than it has in five years. There are nearly 600 million people now signed up for broadband services, putting increased pressure for the provision of broadband on equipment and service providers. Will the industry be able to keep pace with demand?

According to this Market Watch report, growth is increasing throughout the world. The growth for 2011 was just over 12 percent with Russia showing the fastest adoption rates for broadband solutions. Russia almost doubled its broadband and IPTV (News

View the Original article