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Cliff Bell
The Evolution to Next Generation Customer Support
CRM, or better still, XRM—which refers to the general realm of Relationship Management with any number of different constituent categories including customers, partners, internal workforce, extended workforce (e.g. agents, representatives), and so on—is a field that has seen dramatic innovation in the past decade.
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Rakesh Goel
Enterprise Mobility
Mobile devices have been around for more than a decade now. In the beginning, they primarily provided the functionality of telephony, as well as contact, email and calendar management. Soon after, these devices started offering access to the.... read more
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Jim Eagleton
SharePoint Assessment & Roadmap: the Key to a Successful Collaboration Platform
Mobile devices have been around for more than a decade now. In the beginning, they primarily provided the functionality of telephony, as well as contact, email and calendar management. Soon after, these devices started offering access to the worldwide web. Even at that time, it was felt that they would become pervasive within the enterprise and would be used by the workforce in multiple ways. However, this did not happen in a significant way for many years read more
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Aashu Chandra
Leveraging Remote-Support for Application Management
Remote-support technology is a proven way to increase agent productivity by empowering them with the ability to access a device directly for more accurate troubleshooting without leaving their desks. Even companies with successful knowledge-base implementations and highly trained agents can find a significant return on investment (ROI) for a remote-support project... read more
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Tushar Jain
Simulation in IT Systems
With ever increasing business complexity and automation, IT systems are becoming crucial for the success of all businesses. Any failure or lesser understanding... read more
NOSQL = Not Only SQL
The need for storing and retrieving data in some form has been there since the invention of Computers and Storage Devices. There have been different storage... read more
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Krish Khambadkone
Are You Ready for Big Data?
There is a lot of buzz around Big Data and the NOSQL movement these days and rightly so. The issues with data have essentially been two-fold: find cost effective ways to store ever increasing amounts of data and information...read more
What does the Cloud mean to me?
The Cloud means different things to different people. Everyone has their own views of the Cloud and myriad usage patterns have evolved, even while new and innovative options are emerging everyday...
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Web Services Simulator
The value of simulation for ensuring the smooth implementation of IT projects is clear. With that said, a Web Services Simulator is an indispensible tool... read more
HP's acquisition of Stratavia
Last week’s announcement by HP of its acquisition of Data Center Automation firm Stratavia indicates a continuing trend of consolidation in this space...
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Business Intelligence 2.0
The face of Business Intelligence has changed dramatically since the advent of Web 2.0 technologies and the proliferation of the NOSQL movement...
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Insurance in the Cloud
Today anything from oil supertankers to every inch of Diego Maradona's world cup soccer winning legs can be insured. There is a vast array of Insurance...
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SOA vs Traditional Integration
Prior to the advent of SOA, the true contender for Enterprise Integration was EAI. A plethora of tools and technologies emerged in this space quickly to fill the void...
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Cloud Computing Article
From a consumer perspective, the Cloud is ethereal. The experience remains the same with the caveat that there should and will be additional services available to consumers...
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Rakesh Sharma
Industry Outlook: Insurance IT
As we look forward to the rebuilding of economic confidence in this new year, I took a step back to reflect on the impact it will have on the insurance industry... read more...
Insurance Mobility — m-Enabling Your Insurance Solutions
As competition intensifies, insurance companies face the growing challenge of attracting and retaining a new generation of customers and agents... read more
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Hemen Goswami
VAS India 2010
I attended VAS India 2010 in Mumbai last month. This, the 7th International Conference, focused on contemporary and emerging trends in the mobile VAS segment in India... read more
Top Technology Trends for 2010
As I look into the year 2010 and beyond, I see a few clear technology areas that most companies would be wise not to ignore... read more
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Mark Collin
PRS Consulting Services at the National Retail Federation (NRF) 2010
In addition, the rapid movement towards mobile as a key part of a multichannel experience was very evident at the NRF. The hot topics were true self service... read more
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