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Upgrade or Replace?
12/12/2013 2:10:47 PM
If you're not getting the most out of your contact center software, it's time to consider something new. But are you in need of an upgrade or should you opt for a new solution altogether? This guide will help you determine if you're ready for an update and whether you should upgrade your software or replace it.
Getting Smart on Analytics in the Contact Center - Measurement is the First Step in the Process
12/5/2013 4:41:45 PM
The promise of Big Data has many forward-thinking contact center leaders dreaming of the insights it can deliver, but getting from raw data to actionable insight is a multistep journey that begins with deep thinking about the measurements that matter most. We believe that by taking comprehensive measurements, interpreting them in a scientific way, and then sharing the analyses with relevant stakeholders and contact center leaders can put Big Data to work, driving strategic customer initiatives at the highest levels of the organization.
Understanding Your Customers' DNA - The Key to Intelligent Connections
12/5/2013 4:40:33 PM
Your contact center can handle hundreds of millions of customer interactions each year. At iQor, we believe each and every one of these calls, emails, chat sessions, and social media responses generates a series of important data points - small but useful clues, like strands of DNA. Utilizing the right digital network, infrastructure, tools, and processes to analyze, innovate and act, today's advanced contact centers can assemble these strands to help organizations develop a deeper understanding of their customers and, in turn, connect with and delight them more intelligently. Learn to better understand your customers' interactions.
3 Must Follow Guidelines for Mitigating M2M Software Security Risks
12/2/2013 10:27:58 AM
Everywhere we turn today, we find software embedded in our lives – from our smart phones and cars to the planes we fly in and the life saving equipment in hospitals. As all these systems continue to evolve and become more connected to each other and to the internet, the risks associated with unsecured code grow too. And not always from malicious hacking attempts; faulty code in many of these applications can present significant security risks.

Download the “Three Must-Follow Guidelines for Mitigating M2M Software Security Risks” whitepaper from Klocwork and learn why embedded software teams need to follow just a few critical guidelines to protect their systems, including:

• Why address security early, and how to take defensive measures against security threats
• How and why to build security in at the development stage
• How to protect systems against unauthorized changes and malware attacks
The Cloud Provider Prescription to Prevent HIPAA Headaches
11/21/2013 9:39:24 AM
Healthcare SaaS and Electronic health record (EHR) providers have long contended with data privacy provisions in HIPAA. Classified as 'business associates', technology providers themselves were never directly answerable to the U.S. Department of Health & Human Service- until now. The September 2013 Omnibus bill puts first-hand responsibility on business associates to secure any protected health information (PHI) they're entrusted with.

Healthcare technology providers can make strategic architectural changes with the help of a cloud provider to improve compliance. Learn how a cloud hosting provider can serve as a trusted advisor to help with HIPAA compliance. Includes questions to pose to a hosting provider.
5 Ways Hosting Providers Prepare Clients for PCI 3.0
11/21/2013 9:34:12 AM
The introduction of new requirements as a result of the rollout of PCI 3.0 by the PCI Security Standards Council will require organizations that accept payment cards to take another look at PCI DSS. Additional mandates will increase the care IT security and compliance pros must take in ensuring segmentation methods to reduce PCI scope really work, to do a better job reviewing security logs and to institute more robust physical access control. As both enterprises and SaaS providers who service them address the new version of PCI, they may find a surprising ally in a well-chosen hosting provider. A knowledgeable hosting provider well-acquainted with these requirements, along with experience talking to many QSAs about their interpretations of the standard, can be a godsend to organizations left scratching their heads over the standards.
FOTA Best Practices
11/8/2013 4:25:19 PM
The volume of FOTA usage is increasing significantly as more and more updates are performed successfully every year on more and more device types. FOTA is now a standard feature of mobile phones, tablets, and other connected devices, since consumers expect their devices to stay up-to-date with the latest features and performance improvements. In fact, consumers eagerly anticipate new firmware releases and become frustrated if their device doesn't receive timely updates. News about new software updates delivered over the air are published daily in telecom media channels, and when it comes to major versions of Android or iOS, even in the mainstream media.

In this white paper, Red Bend Software describes five steps for successful FOTA implementation, leveraging Red Bend's vast experience in providing FOTA to nearly 1,500 different device models over the last 10 years.
OTA Updating Simplified
11/8/2013 4:22:51 PM
This whitepaper is intended for Android device manufacturers interested in offering an OTA software updating service to continually delight customers with the latest features and performance improvements. It describes the importance of delivering software updates and explains how it has become an integral part of a manufacturer's go-to-market strategy. The paper discusses the technology, expertise and service infrastructure needed to ensure reliable and efficient software updates to devices used both by consumers and enterprises. By reading this white paper, Android OEMs will learn how to easily offer an OTA software updating service and gain a competitive edge in the crowded consumer electronics market.
From Hardware Manufacturer to Service Provider
11/8/2013 4:20:43 PM
This white paper is for manufacturers of mobile phones, tablets, automotive vehicles, consumer electronics and other wirelessly connected devices (in the paper, described as "mobile devices") that are interested in using their hardware products as platforms from which to deliver value-added services.

The paper describes how Mobile Software Management (MSM) can be used to achieve this strategy. With MSM, manufacturers can leverage a range of over-the-air technologies-firmware updating, application management, device analytics, policy management and Type-1 virtualization-both as differentiating features that can strengthen their offerings and as services to their customers. Readers will learn from case studies of how to successfully use MSM to deliver new integrated services.
The State of the Cloud Computing Marketplace: The Need for a Trust-But-Verify Software Licensing Approach
Flexera Software
10/7/2013 9:43:58 AM
Enterprises are accelerating their use of cloud computing because it provides such an attractive value proposition. This value proposition is enhanced through usage-based licensing. However, the difficulty of monitoring usage-based licensing has slowed its adoption. Flexera Software, the market leader in software license compliance management solutions, makes it possible to efficiently deploy usage-based licensing models. The company's solutions empower application producers to implement a broad spectrum of licensing models within a single product-from strict enforcement to a more open trust-but-verify approach-to maximize software revenues and ensure compliance.

The State of the Cloud Computing Marketplace: The Need for a Trust-But-Verify Software Licensing Approach analyzes the popularity of cloud computing with software publishers. The paper also explores new pricing models developed by cloud providers-including usage-based licensing.
The Forrester Wave™: File Sync And Share Platforms, Q3 2013
9/30/2013 12:21:46 PM
Sharing files is something that nearly every business in the world does on a daily basis, and IBM has built a robust set of file sharing and sync tools that makes sharing information extremely easy, efficient and secure. Many solutions in market are designed for consumers and are lacking the security and controls that businesses require. Where IBM stands apart is by tightly integrating file sharing into the social collaboration experience and with external systems of record. Download this Analyst report to read by IBM SmartCloud for Social Business was cited as a leader in The Forrester Wave™: File Sync And Share Platforms, Q3 2013 report.
Taking collaboration to the cloud
9/30/2013 12:19:43 PM
The 25-point plan and the Cloud First policy both encourage and pressure Federal CIOs to find cloud solutions that can result in significant cost take-outs in the IT support model. A good place to start is with applications and services that are standardized and need very little customization, such as social collaboration software. Social collaboration software and tools offer the power of social media tools to spark innovation and collaboration on the web.

Given the budget and mission pressures that are the norm in government today, these tools can help your employees be more productive and collaborative. Download the complimentary whitepaper to learn more about taking collaboration to the cloud.
IBM SmartCloud iNotes Security
9/30/2013 12:17:28 PM
IBM SmartCloud iNotes is a security-rich, Web-based e-mail service that provides essential messaging and calendaring capabilities to businesses of all sizes.

At IBM, we strive to implement security and privacy best practices. Our security controls provide a range of e-mail protections while enabling business operations. SmartCloud iNotes helps protect our customers' information through
governance, tools, technology, techniques, and personnel, each of which we discuss in more detail in this white paper.
IBM SmartCloud Notes Security
9/30/2013 12:15:22 PM
SmartCloud Notes is a full-featured email, calendar, contact management and instant messaging service in the IBM cloud. IBM SmartCloud Notes helps to protect our customers' information through governance, tools, technology, techniques, and personnel. At IBM, we strive to implement security and privacy best practices. The SmartCloud Notes security controls provide a range of protection of e-mail while enabling business operations.
The Forrester Wave™: Cloud Strategies Of Online Collaboration Software Vendors, Q3 2012
9/30/2013 12:12:42 PM
In Forrester's 38-criteria evaluation of the cloud strategies of online collaboration software vendors, we identified eight significant collaboration services providers - Box, Cisco Systems, Citrix Online, Google, IBM, Microsoft,, and Yammer - in the category and researched, analyzed, and scored them.

This report details our findings about how well each vendor fulfills our criteria for constructing an online collaboration service and where they stand in relation to each other. Given the relative immaturity of this market and the nature of client questions about it, Forrester chose to evaluate the overall strategies of these providers across criteria like global footprint, service-level agreements, mobile support, enterprise readiness, and more. This report and associated Excel model highlight the key criteria CIOs and their staffs should evaluate when looking at prospective providers of online collaboration services.
What is Workforce Management in the Cloud
Monet Software
9/3/2013 8:52:31 AM
This whitepaper provides an overview of the cloud-based software model and how it benefits call centers. It highlights the difference to the hosted and on-premise software models and also explains the key advantages and benefits regarding investment, implementation, operations and upgrades.
How to improve schedule adherence in your call center
Monet Software
9/3/2013 8:51:10 AM
One of the biggest challenges of running a call center is making sure that agents adhere to their schedules. Applying a strategic approach to improving adherence is crucial for contact centers struggling with rising costs, low service levels, and low customer satisfaction. This whitepaper summarizes five strategies to help boost agent adherence in your call center.
Integrating Cloud Backups Into Your MSP Management Platforms
8/20/2013 10:36:38 AM
In a world of tight margins and noisy clients, the smart MSP knows that automation is the only way to profitability. This white paper explains the benefits of central management for cloud backup and recovery solutions. It presents how you can easily "snap in" and profit from integrating your cloud backup system into your PSA or RMM environment.
Cloud BDR for MSPs: Partner Support Makes the Difference
8/20/2013 10:34:25 AM
By now, the sobering statistics on corporate data loss are rote. Discover what many solution providers find lacking in the myriad of backup and recovery solutions available. Read this paper and uncover the value of finding a partner who is truly an extension to your overall value.
Transparent Cloud Backup
8/20/2013 10:31:54 AM
As demand for cloud based storage services continues to increase, the number of IT managed service providers (MSPs) offering cloud backup services is rising as well. To date, there are some 50,000 MSPs globally providing backup as a service (BaaS). Check out this paper and learn how some vendors enable MSPs to lower their managed cost per GB with a feature-rich cloud-enabled backup solution.
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