Archive

OPINION

When Computers Get a Right Brain

IBM is massively increasing its commitment to Watson, which was evident at last week's IBM Think Forum. IBM recognizes that if it can get a product that thinks first, then it can again take absolute control over the technology market, and every other company will be chasing it again. It is making so...

ANALYSIS

The Cloud’s Long Tail: Industry-Specific SaaS Solutions

A new wave of opportunities is emerging to create industry-specific Software as a Service and cloud computing vertical market solutions. A number of new examples of this phenomenon have crossed my radar over the past few weeks which clearly illustrate the long tail effect of the cloud. The most prom...

EXPERT ADVICE

Improving IT Ops Service Levels and Efficiency

New tools are available to help with service level management, but they require a new perspective on how IT infrastructure components should be managed. The key is to embrace a new ideal of managing every infrastructure component from the perspective of how it impacts end-user service levels. By inc...

Hackers: The Flies in Social Media Marketing Ointment

Did you hear? McDonald's has just acquired Burger King! Also, someone at the company apparently has a potty mouth. Another unusual and unexpected corporate trade also happened last week -- Cadillac acquired Jeep. These events, of course, didn't really happen. In both instances, hackers gained contro...

SPOTLIGHT ON SECURITY

Hacks, Hijacks and Hunts for Chinese Data Thieves

Still smarting from a recent attack on its systems, Facebook started its week with a discovery by researchers at Bitdefender that an infected add-on at the Chrome Web Store was planting malware on its members' computers. The malware, among other things, was padding the Like counts on dummy Facebook ...

ANALYSIS

Holistic Tech Support in a DIY World

The evolving technological needs of consumers have prompted changes not only in tech support services, but also in the business strategies of technical support providers. Those providers need to adjust their business models in order to effectively meet consumers' needs and remain relevant. At first ...

WHICH APPS DO I NEED?

All Things Appy: 5 Best Chrome Business Apps

This week, All Things Appy looks at must-have, 21st century business-oriented tools in the Chrome Web browser environment. TweetDeck is a social media management app that lets marketers engage with Twitter conversations in real time. However, the app also provides at-a-glance standard and optional a...

GOVERNMENT IT REPORT

EPA Contract Reflects US Cloud-Based IT Ambitions

U.S. government agencies are trying to meet fast-track goals to improve the acquisition and management of information technology resources. In a government setting that inherently involves myriad checkpoints, protocols, policies, and an exasperating budget process, change does not come easily or qui...

Salesforce.com Adds Another Brick to Social Media Edifice

Salesforce.com is acquiring GoInstant, reportedly paying $70 million for the startup. The news generally fits the "another day, another Salesforce.com acquisition" story line. The CRM cloud vendor has been on an acquisition binge -- it bought at least six companies in 2011 alone. It is on track to m...

SPOTLIGHT ON SECURITY

DCAC: A Field Day for the Heat

"Domestic Communications Assistance Center" is the kind of name you'd give to a couples counseling collective. At the FBI, though, it's the name that's been given to an agency designed to be at the cutting edge of digital snooping. The mission of the DCAC, located at the FBI facility in Quantico, Va...

PODCAST

The Proper Care and Feeding of Highly Virtualized Environments

Advanced and pervasive virtualization and cloud computing trends are driving the need for a better, holistic approach to IT support and remediation. And while the technology to support and fix virtualized environments is essential, it's the people, skills and knowledge to manage these systems that ...

IP&TV World Forum, Day 3: Multiscreen Mania

I'm surrounded by screens here at the Olympia exhibition hall -- tablet-sized, big screens, you name it -- and they all connect with each other. It's day three at the IP&TV World Forum. The lowly remote control can soon be buried under the sofa cushions for good, judging by the offerings from se...

PRODUCT PROFILE

Desk.com Makes Help Desks More Mobile, Social

Salesforce.com unveiled a new customer service help desk tool this week. Desk.com works with customer requests delivered over a social network. It is the byproduct of Salesforce.com's acquisition of Assistly last year. However, it is no mere product integration, said Alex Bard, former Assistly CEO a...

BEST OF ECT NEWS

Riding the Wave of the Customer Service Revolution

During the past few years, customer service organizations have faced increasing amounts of pressure to deliver better service over a broader range of channels including the Web, email and phone. Customers expect to get service at any time of the day or night and assume that customer service teams wi...

RIM’s Apology Gift Bag Gets Mixed Reactions

Battered by customer outrage worldwide over its BlackBerry network failures last week, as well as strong sales of the iPhone 4S from rival Apple, Research In Motion on Monday announced a slew of free gifts in an attempt to remedy the situation. Consumers who own BlackBerries will get premium apps wo...

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