Contact centers are changing rapidly with the arrival of cloud technology and the ability to interact with customers over new social channels, including Twitter. The transformation has implications for everything from how companies deal with customers to the role agents play and how internal groups are best organized. Network World Editor in Chief John Dix caught up with the CEO of LiveOps, Marty Beard, for his take on where we stand and where we're headed.
Cisco this week acquired Collaborate.com, a Boston-based developer of mobile collaboration applications.
There's an old joke: What's the difference between ignorance and apathy? Answer: I don't know and I don't care.
In November, 1,500 international knowledge management experts converged on Washington DC for the world’s premier conference in this field, KM World 2010, giving attendees a glimpse into the future. Information Leadership’s Grant Margison was there as a speaker, and shares key insights on trends emerging from the conference.
2.0 – it’s not just for teenagers any more. Most organisations are now thinking of, or have systems for, managing content and allowing for project collaboration. Case studies showed how organisations have extended this effectively to include social and networking functionality. Networking lets people find expertise and sound out who can help, while the social side provides a means of informally commenting on and finding content as well as building relationships. A parallel trend is the expectation that these combinations of tools are available 24/7, at any location, on a range of desktop and mobile platforms.
Killing recent rumours that it's launching an e-mail killer, Facebook today unveiled a new messaging system that will envelope e-mail, instant messages, Facebook messages and SMS.
Gen Y'ers are used to checking their e-mail, Facebook updates, and texting friends and family whenever they want. But new university graduates might be in for a rude awakening when they join the workforce and find that many of the tools they view as essential aren't allowed or banned altogether.
The list of companies comprising the Strategic 100 — whether they are in the New Zealand 25, Global 50 or Rising Stars 25 — is an indication, even a barometer, of how competitive the ICT landscape is.
It also demonstrates how the key players have to be prepared to constantly reposition themselves, change course or be ready to acquire a rival firm — if they want to stay in the game and hold or increase their share of the market.