CIO

Stories about: Genesys

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    Scattered Genesys needs to regroup after Alcatel-Lucent split, says analyst 02 February, 2012 02:39:53

    Alcatel-Lucent has closed the sale of its customer-service software and contact-center business Genesys, which now needs to regroup and start working on improving areas such as analytics, Gartner analyst Steve Blood said.
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    Telstra picks up five Frost & Sullivan excellence awards 28 October, 2011 11:06:00

    Telco provider, Telstra, was one of the main winners of analyst firm Frost & Sullivan’s sixth annual excellence awards held in Sydney during October.
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    IBM, Oracle in NBN Co support systems deal 29 March, 2011 10:35:00

    IBM has been selected by NBN Co as prime integrator to deploy a mix of its own, Oracle and systems customised by the National Broadband Network (NBN) wholesaler under a $200 million deal to implement operational and business systems over three years.
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    Is CRM Dead? 10 March, 2006 12:00:15

    Alive or dead, CRM is vastly changed from the acronym we once thought we knew.
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    The Truth About On-Demand CRM 08 March, 2006 11:30:45

    Hosted, on-demand CRM is sometimes cheaper and easier to roll out than the software that lives on your own machines. But if you think on-demand means that all you have to do is flip a switch, you're dead wrong.
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    False Perceptions 09 August, 2005 11:50:38

    Too many business leaders have little faith in IT's ability to deliver value. To save themselves - and their businesses - CIOs must change that negative perception into a positive belief in IT as a strategic partner
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    A Call to Consolidate 05 February, 2004 11:58:53

    Making the switch to an IP-based contact centre
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    Centrelink voice engine smooth talks clients 16 October, 2003 09:51:18

    Linking natural speech recognition technology to transactional systems has long been thought a risky business, however Australia's largest multi-client service agency Centrelink says it finally has got the formula right - up to a point.
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    Family Matters 25 November, 2002 11:36:15

    The CRM strategy initiated by Australia's Child Support Agency had an unusual aim: to encourage clients to look after themselves and rely on the agency less.
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    Phone Farms 15 November, 2000 14:02:57

    CIO asked independent telecommunications consultant Stephen Coates to explore some of the issues and technologies at the telecommunications coalface.
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    Call Centre Holding Patterns 02 June, 1999 12:04:16

    Labour is the priciest aspect of a call centre, so the name of the game has long been pure efficiency: Crank through the highest possible volume of calls with the smallest possible number of agents. Though it sounds like a worthy goal, efficiency carried to extremes often has meant rows of cramped cubicles with phone reps riffling through layer after layer of green-screen windows, hunting for key customer information scattered among myriad databases. Morale is low; eyestrain and turnover are high.
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    Antivirus software powerless to stop data breach attacks, study finds 10 February, 2012 01:43:00

    Analysis of 300 incidents spots an elephant in the room
    Large numbers of data breaches are being initiated by targeted malware that antivirus software simply can't detect, an analysis of 300 real-world incidents from 2011 has suggested.
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    Valentine's Day Patch Tuesday: Microsoft to issue 9 patches, 4 critical 10 February, 2012 09:29:00

    Microsoft Thursday said that the second Patch Tuesday of 2012 will see nine security bulletins, four of which were deemed critical.
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    Security experts ask House for light a regulatory touch 10 February, 2012 01:39:00

    Cybersecurity experts on Wednesday warned members of a House subcommittee against racing to legislation that would establish an overly burdensome regulatory framework for safeguarding digital systems against attacks, instead urging a more limited approach that would clear away legal impediments such as the prohibitions against sharing critical threat information.
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    The six pillars of security operations 10 February, 2012 11:37:00

    Six key points that should be considered when creating and developing a SOC
    As mobilisation and bring-your-own-device (BYOD) becomes increasingly prevalent, business security has been propelled to the forefront of corporate strategy.
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    Google Wallet Security Concerns Raised 10 February, 2012 01:40:00

    Security firm Zvelo has discovered that the Google Wallet PIN can be cracked via an exhaustive numerical search.
    Google's new NFC system that purports to turn your phone into a credit card can be compromised using a brute-force attack -- and that raises questions about its security.
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