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7 Steps to Restoring Trust in Business Telephone Calls
September 18, 2020
Robocalls, spam and call spoofing have all but destroyed Americans' trust in telephone calls -- to the point that many individuals have essentially stopped answering the phone. Here are seven steps that organizations can take to combat erroneous call blocking and increase answer rates. These measures will help businesses optimize contact operations, increase call performance, and protect and promote their brands by restoring trust in calls.
Do's and Don'ts for SMB Cybersecurity Safety
September 17, 2020
The stampede from offices to working from home has strained IT security teams to their limits. As a result, SMBs find they need to get more bang for fewer bucks to fight off cybersecurity threats. However, even IT departments with limited resources can implement foundational strategies to address network security issues, and lay the groundwork for future investments.
Fall Ramp-Up
September 15, 2020
Technology's fall selling season is gearing up for year-end as it always does, coronavirus or not, and the CRM industry follows suit with some mods. The majors like Salesforce and Oracle, as well as fast followers like Zoho, are in hot pursuit of what's new -- and they're betting new in this context means a process orientation, not simply delivering new products, features, or functions.
TikTok Enlists Oracle to Evade Trump's Executive Order
September 14, 2020
A proposal to avoid the banning of the popular social media app TikTok was submitted to the U.S. Treasury Department over the weekend. The plan submitted by ByteDance, which owns TikTok, calls for the company to enlist Oracle as a "trusted technology provider" in order to address national security concerns raised about the video-sharing software by the Trump administration.
A Unique Moment in Time for E-Commerce
September 14, 2020
E-commerce is experiencing rapid growth with no sign of slowing down. Retailers and brands are finding that the new normal in retail and e-tail marketing is much like trying to hit a moving target. They have to take a refined aim and build in some lead time. This marketing strategy requires businesses to adjust their digital infrastructure and tactics. Otherwise, they will miss the target as consumers prepare for their holiday marketing and ad campaigns.
US E-Commerce Companies in the Dark on European Privacy Rules
September 11, 2020
The U.S. Commerce Department is attempting to negotiate an agreement that would help thousands of U.S. companies comply with policies designed to protect the personal privacy of European citizens. Until the issues are resolved, U.S. companies will be operating in a twilight zone over how to ensure the privacy of personal data they collect and process electronically from European sources.
The Perils of IT Security Hubris
September 10, 2020
Corporate cybersecurity has been increasingly compromised since organizations began implementing work-from-home policies in March as the pandemic continued its spread. In addition to the risks created by increased stress on personnel and depleted staff, IT leaders might be overconfident about the cybersecurity protocols and procedures they have in place.
Open Source Best Practices for Corporate IT
September 1, 2020
Since its early inception open source has been embraced by technologists the world over. Let's examine five ways that Fortune 1000 and Global 2000 enterprises can take advantage of open source software to provide technology solutions to the enterprise -- and best practices for corporate IT to consider when adopting open source for their business needs.
Software Piracy Spreading With the Virus
September 1, 2020
Software piracy involves much more than businesses and consumers using illegal copies of computer programs. What lurks within the pirated copies is often rogue code -- malware -- that can be just as deadly to computers and users' finances. Software companies are reporting that piracy has increased 20 to 30 percent due to COVID-19.
CRM is Failing: It's Time to Transition to CXM
September 1, 2020
Centralizing all tools and customer-effecting services into one system delivers great efficiencies for businesses. However, enabling customers to have the same experience in real time is the difference between a CRM and CXM. CRM Buyer pursued the potential transition process -- and the impact of both CRM and CXM products -- in a conversation with Thryv VP Ryan Cantor.
How Chatbots Improve Employee Productivity in the 'New Normal'
August 31, 2020
Coronavirus has ushered upon us an era of isolation and curtailed face-to-face operations in favor of virtual interactions. The service of demand and delivery has shifted mainly to digital channels. While this trend was visible in the pre-COVID world, the pandemic has accelerated digital-first engagement. Here are six ways to improve employee productivity and streamline business operations in the new normal.
Best Practices to Improve the E-Commerce Checkout Process
August 28, 2020
To deliver exceptional customer experiences at-scale, retailers need to have their finger on the pulse of changing consumer expectations. Modern consumers expect checkout to be seamless and safe, no matter the digital channel or their geographic location. Let's look at best practices that retailers are using to revamp their checkout experience.
Cash Crunch Could Stymie Municipalities' Switch to EVs
August 28, 2020
Municipalities throughout the United States have been switching from diesel- and natural gas-powered vehicles to electric vehicles, to cut costs and reduce damage to the environment. However, funds are drying up as governments grapple with falling income due to lower taxes and business activity, along with increased costs to deal with the pandemic.
5 Cloud Computing Trends in 2020 and Beyond
August 25, 2020
Cloud technology has matured substantially during the past 15 years, and now a paradigm shift is taking place, away from legacy in-house IT business services, to a cloud-first technology-driven agile workplace. Here are five trends in cloud computing for organizations to consider when plotting an IT infrastructure strategy.
It's Still a Young CRM Market
August 20, 2020
The IDC CRM market share numbers are in for 2019. For the seventh consecutive year Salesforce leads the pack, this time with 18.4 percent of the market. Other big vendors trailing the leader include, SAP, Oracle, Microsoft and Adobe. After 25 years of competition, the runners-up have a combined share that is still less than that of Salesforce.
Never Complain, Never Explain
August 19, 2020
Oracle continues to be the big software vendor we love to hate. There are any number of reasons for this, starting with the brash prognostications of founding CEO and current CTO Larry Ellison. Last week, another in a long line of incidents cropped up that will likely provide hours of conversations among my fellow analysts at trade conference watering holes, just as soon as such things are again common.
How to Protect Data From Natural Disasters
August 19, 2020
With hurricane season in full bloom and the additional prospect of natural disasters, the importance for companies to have disaster data plans in place is paramount. TechNewsWorld discussed disaster preparedness with a panel of IT experts. Check out their recommendations -- and make sure that you have not forgotten that one key thing that many companies forget to protect but regret afterward.
Return of Remote Workers Brings New Challenges to IT Heads
August 18, 2020
For those business that got it right reopening their workplaces the first time around, they should be in pretty good shape for round two. But others that struggled to get a handle on operations will likely find themselves again in chaos -- especially where IT is concerned for the transplanted work-from-home employees.
5G Rollout Includes Challenges to Supply Chain, WFH Value
August 13, 2020
The growing work-from-home movement amid the coronavirus and its likely continuing challenges has created the need for additional broadband capacity in more places. Mobile telco and other service providers are rallying around 5G wireless as the most promising solution for reliably faster Internet connectivity. But the path to rolling out 5G has been rocky and spotty.
Oracle Marketing
August 10, 2020
The emergency caused by the novel coronavirus is causing deep structural changes to how we do business. We don't sell or market the way we did before the virus, and it may be some time before we return to that model -- if indeed we ever do. Oracle's strategy centers around the CX Unity Customer Intelligence Platform, a data management platform that's central to marketers' activities.
Anatomy of Failure: Why It's Problematic That Zuckerberg Is the Least Trusted Big Tech CEO
August 10, 2020
Last week we ran a survey asking people which of the CEOs that were questioned by Congress last month is the most trustworthy. Facebook's Mark Zuckerberg took the dubious prize for last place. Tim Cook of Apple was voted the most trustworthy. There shouldn't be any competition; Facebook has the tools and information access to assure it is beloved. Yet Apple, which doesn't have anywhere near that level of reach nor engagement, has a far better image. Let's talk about ironic incompetence.
Amazon Clears FCC Hurdle to Satellite Network
August 6, 2020
Amazon has cleared a major regulatory hurdle in its quest to deliver Internet service to unserved and underserved areas of the earth. The U.S. Federal Communications Commission has approved, with some conditions, Amazon's Kuiper Project, a US$10 billion low-orbit constellation made up of more than 3,000 satellites.
Congress vs. Big Tech: Breaking Up Is Hard (and Stupid) to Do
August 3, 2020
Like a lot of you, last week I watched the congressional testimony from the CEOs of Amazon, Apple, Facebook and Google -- and there were a lot of apparent things that were problematic. One is that there are folks in Congress that likely shouldn't be in Congress, and another is that each company has some serious issues they haven't dealt with.
US Makes $57B Available to Small and Disadvantaged IT Providers
July 30, 2020
U.S. government agencies will remain active in the information technology market, despite the impact of COVID-19 on agency operations. In fact, there is evidence that the occurrence of the virus has spurred agencies to improve IT resources. For example, the General Services Administration in early July launched a new contracting vehicle offering a potential US$50 billion in federal acquisition of IT products and services.
New Security Hole Puts Windows and Linux Users at Risk
July 29, 2020
If you are a Windows or Linux user, brace yourself for a long siege of vulnerability nightmares. The fix will be long and treacherous and could brick your computers. Eclypsium researchers have detailed a set of newly discovered vulnerabilities dubbed "BootHole" that opens up billions of Windows and Linux devices to attacks.
Beware of Counterfeit Network Equipment
July 24, 2020
Counterfeit hardware, especially in corporate settings, is a recurring problem that often goes unnoticed. Having such gear online poses serious financial, operational, and security risks. Cybersecurity company F-Secure has released an investigative report detailing counterfeit Cisco Catalyst 2960-X series switches. The report highlights challenges facing organizations that discover counterfeit devices in their IT infrastructure.
Rancher Labs and Fujitsu Form Kubernetes Partnership as Suse Readies Merger
July 21, 2020
Rancher Labs and Fujitsu on Tuesday announced an alliance to hasten the adoption of Kubernetes container orchestration technology industry-wide, starting within public sector institutions in the U.K. and Ireland. The alliance was forged partly in response to the growing requirement by the U.K.'s Government Digital Service for public organizations to embrace a 'cloud first' policy.
Salesforce Ups Its Marketing Game
July 21, 2020
Recent research shows that employees are well aligned with the directions and goals of their companies, and that they are competently led and respect their bosses; but the technologies they use leave a lot to be desired. This includes CRM, and too often the functionality that their currently installed CRM doesn't offer. Consequently, the changes Salesforce just introduced in its Marketing Cloud could not have been more timely.
The Past, Present and Future of Attribute-Based Encryption
July 21, 2020
Encryption is an obscure but critical part of everyday life. That padlock in the address bar of the website you're visiting represents the 's' after 'http' -- which stands for the latest version of Transport Layer Security. Together with Secure Sockets Layer, which TLS replaced, these digital security technologies allow encrypted communication between two parties, such as web sites or servers, and web browsers.
Why Microsoft Teams Will Be the De Facto Standard for Video Collaboration
July 20, 2020
I've been covering video conferencing since before we called it video conferencing. It has been an exciting and somewhat painful technology to watch because it seemed like everyone in the segment fundamentally didn't understand that if you don't have interoperability and didn't focus on ease of use, it wouldn't work. Let's talk this week about why Microsoft Teams is trending to be the new standard for video collaboration.
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Forrester names NICE inContact CXone a leader in cloud contact center software
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