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There is a common misconception that ITSM and the service desk are the same thing. ITSM actually offers a much broader scope, covering a variety of IT management capabilities related to service delivery and support, with the service desk forming a part of this. To properly manage both ITSM processes and service desk issues, access to IT data is critical for helping to improve fixing times and efficiency. However, there are limitations in accessing the necessary information.
10/19/2017 10:54:25 AM
Nokia introduced a network management for fixed access networks offering. It's called Predictive Care. The company says it will help service providers more easily ensure top-notch availability and service performance. That's a growing challenge in light of the large and growing Internet of Things ecosystems that are popping up, Nokia says.
10/19/2017 10:00:01 AM
The first wholesale VoIP provider to offer programmable API services announced new company branding and a number of new service offerings. In business for 10 years, VoIP Innovations planted a flag in the wholesale VoIP space, but the acquisition of Apidaze is going to enhance things a bit.
10/19/2017 9:56:48 AM
That's why Vision Solutions sells, and continues to evolve, its managed resilience offering. This offering addresses disaster recovery, high availability, and now security as well. And it provides management of Enforcive, iTERA, MIMIX, and OMS/ODS environments.
10/19/2017 9:54:13 AM
Israel's Bank Leumi has deployed the CallVU visual IVR and agent-customer collaboration platform. It's enabling the bank to direct more activity to digital channels, increase first call resolution, shorten service call duration, streamline back office operations, and realize other benefits.
10/19/2017 9:51:13 AM
A leading European systems integrator has tapped OnTime Networks to supply its CR-6224F4-MIL series Gigabit/10 solution. This offering will be used in a new wheeled ground combat vehicle program. It will provide switching capabilities for vehicle onboard communications and computing subsystems. Shipments will begin early next year.
10/19/2017 9:48:46 AM
Words matter. So does tone. Especially when people aren't interacting face to face. And voice training can deliver positive results for agents, call centers, and customers. But we're only human. So when we're busy or stressed or tired, that can come through in our manner and the way we speak.
10/18/2017 5:24:53 PM
Recently, Yealink and RedSky Technologies announced a deepened relationship coming as a result of successful interoperability testing between the RedSky's Horizon Mobility solution and Yealink's IP phones designed for use on the BroadSoft BroadWorks platform.
10/18/2017 4:48:56 PM
It's National Cyber Security Awareness Month. And the General Data Protection Regulation goes into effect in less than a year. So it seems like a good time to discuss data protection and encryption. Ciena's WaveLogic Encyrption can help organizations comply with laws like the GDPR and 23 NYCRR Part 500.
10/18/2017 3:46:37 PM
Antlion Audio is best known for the audio solutions it provides for the gaming community. But this month, the company is expanding into the business arena with the introduction of ModMic Business.
10/18/2017 2:48:27 PM
New partners commit to a common mobile and fixed 3GPP compliant specification for 28 GHz and 39 GHz mmWave spectrum bands
10/18/2017 2:00:09 PM
Industry leaders sign on to sponsor and exhibit at the most comprehensive Internet of Things event for enterprise buyers.
10/18/2017 12:24:22 PM
Taking place October 22-25 at the JW Marriott Phoenix Desert Ridge Resort & Spa in Phoenix, Arizona, this year's event presents the theme Rethink Innovation. MiaRec plans to unveil and showcase its innovation; specifically, demonstrating its new cloud call recording interaction management solution.
10/18/2017 11:48:33 AM
While there are many uncertainties in health care, interoperability and standards will undoubtedly be areas of focus through the end of the year. Everyone wants and needs health information technology (health IT) to be, well, more interoperable and useful.
10/18/2017 11:44:52 AM
Talari Networks unveiled a new SD-WAN appliance. It's called the E1000, and it allows for the service chaining of hosted third-party applications.
10/17/2017 6:36:43 PM
The WPA2 vulnerability leaves Wi-Fi open to KRACK attack. But Krebs on Security explains that this may not be as big a problem as it first appears. Fraudsters and hackers are stealing our data, our dollars, and our identities. The steady stream of news on this front, quite frankly, can sometimes be exhausting.
10/17/2017 5:15:21 PM
They say there's strength in numbers. This is true whether you're talking about car dealerships, fast food restaurants, gas stations, labor unions, protest marches - or even data centers. Loudon Blair, senior director of corporate strategy for Ciena, says in the past it was common for data centers to exist in remote locations.
10/17/2017 4:33:13 PM
Mitel announced this week that it now serves more than one million hosted cloud seats. The news comes less than a month after the company closed its acquisition of ShoreTel. This growth is part of a larger trend in unified communications as a service. Synergy Research Group, which released new data about this space, said UCaaS adoption is strong.
10/17/2017 3:35:20 PM
On this episode of IoT Time Podcast, Ken Briodagh sits down with Lubor Ptacek, VP, Product Marketing, ServiceMax, recently acquired by GE Digital
10/17/2017 2:59:08 PM
Bluetooth technology can be used to detect skimmers at gas pumps and ATM machines, which are being installed by scammers to steal user identities and account information.
10/17/2017 2:21:20 PM
CENTRI, a provider of IoT security, has announced that its Internet of Things Advanced Security (IoTAS) now supports the Arm Mbed IoT Device Platform.
10/17/2017 2:18:42 PM
A new report from ABI Research says MIMO has not delivered on its promises so far. But it forecasts that multiple-input multiple-output antenna systems have good potential. And it says we'll see more of them, especially in the Asia Pacific, in the future.
10/17/2017 2:12:24 PM
TMC today announced Wildix signed on as a platinum sponsor to MSP Expo being held February 14-16, 2018 at Greater Ft. Lauderdale/Broward County Convention Center in Fort Lauderdale, Florida. MSP Expo is the premier conference and networking summit for MSPs.
10/17/2017 1:13:02 PM
The fast growing telecom marketing services firm continues expansion by engaging the industry's top thought leaders to head up programs in hot areas of information technology.
10/17/2017 12:29:40 PM
Florida event seeks industry leaders to speak and provide insight on the rewards presented by Industrial Internet of Things.
10/17/2017 10:27:32 AM
Kaon Interactive, a provider of 3D marketing and sales applications for global B2B brands, recently announced that its AR solution, Kaon AR, is now available on over 340 million Apple devices.
10/17/2017 9:58:02 AM
New AMA collaborative initiative brings health and technology stakeholders around a common data model
10/17/2017 9:51:39 AM
In a recent release, the Board of Directors at Kore have announced the appointment of Romil Bahl as the new Chief Executive Officer.
10/17/2017 9:35:03 AM
FRINX has come out with a new version of its OpenConfig-based network automation solution. The one-year-old Slovakian company also has introduced a Unified node manager module. Version 3.1.0 of the FRINX ODL network automation solution delivers out of the box automation capabilities for many devices and services from an array of suppliers.
10/17/2017 9:03:36 AM
This morning the US-CERT or United States Computer Emergency Readiness team sent an email as part of Cybersecurity awareness month. The email focuses on Online cybersecurity advice such as protecting your digital home, tips on the IoT and mobile security as well as cybersecurity for electronic devices and a link to the DHS webpage on securing the IoT.
10/17/2017 8:44:01 AM
Average handle time of calls is one of the most important key performance indicators in call centers today. This is a measure of hold plus talk time and related wrap up work divided by the number of calls received. A blog by Ameyo Engage offers tips on how to lower AHT by reducing the wrap up piece of the equation
10/16/2017 6:46:06 PM
Joining the distinguished number of attendees at Dreamforce is Monet Software as a Bronze Sponsor and service cloud exhibitor. Over the course of the four day event, Monet will provide demos of Workforce Management for Salesforce, highlighting how it is more than capable of elevating customer service and the customer experience via optimized scheduling and internal processes.
10/16/2017 5:13:07 PM
Centec Networks is now sampling a new gigabit Ethernet switch chip that supports enterprise wireless and wireline convergence. The product is called the DUET2, aka the CTC7148. This fifth generation switch chip supports full speed 1GE to 100GE enterprise data and storage networking. Centec says it's low power, features new Multi-Gig 2.5G/5G and 25G/50G interfaces, and is based on open networking.
10/16/2017 4:22:02 PM
Smartphone-connected hearing-aid devices will give greater convenience to individuals with hearing loss, as companies will capitalize on biodata.
10/16/2017 3:53:01 PM
Recently, the BVOGC announced the deployment of a new private network. A result of a partnership with CenturyLink and Ciena, the new network is aimed at connecting schools, rural clinics and hospitals that provide healthcare services.
10/16/2017 3:48:34 PM
The Industrial Internet Consortium and Avnu Alliance announced they have agreed to a liaison to work together to advance deployment and interoperability of devices with Time Sensitive Networking open standards.
10/16/2017 3:42:15 PM
ADVA Optical Networking last week was named a Layer 123 2017 Network Transformation Award winner. The company's FSP 3000 platform received accolades for Best Energy Efficiency. The award was presented during the SDN NFV World Congress.
10/16/2017 3:34:30 PM
Nokia is marrying WiGig Wi-Fi and passive optical network technologies in an effort to help operators more easily expand the availability of ultra-broadband services. The company will be demonstrating this solution later this month at Broadband World Forum in Berlin.
10/16/2017 3:01:48 PM
Joining the distinguished number of attendees at Dreamforce is Monet Software as a Bronze Sponsor and service cloud exhibitor. Over the course of the four day event, Monet will provide demos of Workforce Management for Salesforce, highlighting how it is more than capable of elevating customer service and the customer experience via optimized scheduling and internal processes.
10/16/2017 2:41:26 PM
The TCPA is a federal statute that went into effect in 1991. It didn't get much attention initially, according to Bloomberg BNA in a May report. But when President Barack Obama got in office the TCPA went from being a nearly forgotten relic of the early 1990's 2G wireless era, to a muscular consumer protection juggernaut, according to Bloomberg.
10/16/2017 2:11:23 PM
According to a recent release, Huawei and Philips have successfully developed an advanced cloud IoT Healthcare solution in China.
10/16/2017 1:49:12 PM
10/16/2017 1:00:01 PM
IoT Evolution Expo's new event is accepting speaking proposals for a limited number of spots
10/16/2017 11:17:03 AM
One former British Intelligence chief estimates that North Korean cyberheists may bring North Korea as much as $1 billion per year or one-third the value of the country's exports. Moreover, with increased sanctions pressure from the U.S. and the U.N., more pressure will be put on the country to ramp up its illicit cyber-activities.
10/16/2017 10:42:38 AM
If you are eager to begin preparation for your soon-to-be smash hit venture, waste no time and check out these helpful tips.
10/16/2017 9:11:36 AM
There is no doubt that we live in a social media dominated world. Businesses are seeing the benefits of social media and have been encouraging employees to participate often.
10/16/2017 9:04:39 AM
Patton Electronics has a new analog telephony adapter. It's the lowest cost VoIP gateway the company has ever produced. This little guy is called the SmartNode100 ATA. It can be used to connect up to two POTS phones or fax machines to any VoIP service provider.
10/16/2017 8:54:58 AM
Measuring schedule efficiency in a call center can be a daunting task if your center has based most of its scheduling practices on forecasting.
10/16/2017 8:01:00 AM
In 2016, Apex Technology Services was the first company to put the aggregate damage of the Ransomware market at $1 billion, a number backed up by the FBI at a later date. Now, the industry is worth at least $6 billion and it is growing at over 2,500%!
10/15/2017 1:30:45 PM
The world of Unified Communications was in full blast from Mitel partnering with SPIE ICS to Entre Computer Services moving to the customer way. In case you missed a moment of it, we have you covered right here with the UC Week in Review.
10/14/2017 9:01:00 AM
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