Current Analysis just completed its latest report updates on global managed mobility services offered by the largest Tier 1 U.S. and European operators.
Highlights include increased traction for ongoing initiatives; more integration of mobility, cloud and UCC services; and some new services.
Current Analysis has just completed its updates of global managed mobility services offered by the largest U.S. and European operators. While there were no major surprises, the profile updates show continuing service evolution, especially related to the coming together of mobility and other transformative services. The reports also show evidence of traction in key sectors. A sampling of new information includes: Continue reading “MMS News: New Services, Mobility Integration with Cloud/UCC; Solid Traction”→
Although cloud-based contact center solutions have been popular for several years now, many companies that have not yet made the move from a premises-based to cloud-based solution are being held back by the lack of a solid business case analysis.
Vendors wishing to drive cloud-based customer service sales need to provide the materials and tools that drive a strong business case analysis, or stand to lose market share in the next few years.
Last week Aspect Software announced an aggressive upgrade program to stimulate the contact center market to move from dated premises-based automatic call distributors (ACDs) to its newer Aspect Hosted and Zipwire cloud-based customer care software solutions. The campaign, entitled “Ask a CFO,” is targeted directly at Aspect’s major contact center competitors – Avaya, Cisco, Genesys and Interactive Intelligence, which have been encroaching on Aspect’s installed base recently. The program provides discounted pricing, as well as the newly-developed Aspect Value Analyzer tool, to assist prospects in developing a cloud solution business case. Given the fact that Aspect is coming off a two-year corporate turnaround during which it changed out its executive team, redesigned its channel organization, reorganized its disparate family of offerings and added several new cloud-based products, this is an excellent strategic move. It is the perfect time to become more aggressive in seeking a larger portion of mind and market share that was lost during the company’s turnaround efforts. Continue reading “Are Cloud Contact Center Offerings in Need of a Strategy Booster Shot?”→
• SAP joins the steady stream of next-gen app development framework news via SAP Web IDE/SAPUI5
• SAP could better outline the line-of-business user’s new role in app development by emphasizing its framework’s codeless abilities
SAP is the latest among app platform vendors to highlight its app development framework approach to simplify mobile app development. During this week’s SAP TechEd && d-code developer conference and amidst all the hoopla around the newest version of SAP HANA, some mobile app development updates did surface. SAP demonstrated the simplified tools behind Web IDE (formerly SAP River RDE) coupled with the SAPUI5 framework, and the ability to push codeless development using Fiori’s drag and drop components. (Note, OpenUI5 is the open source version which provides capabilities that export to Apache Cordova). However, SAP seemed to miss the opportunity to target the IDE environment to a newfound enterprise audience that includes business users.
AWS’ new Directory Service promises central IT a single system to authenticate users to both cloud-based and on-premises applications.
By integrating its Directory Service with Microsoft Active Directory, AWS makes its authentication solution a practical unified option for some heavy users of its cloud, but it is unlikely to supplant Microsoft anytime soon and its pricing model is flawed.
In a bit of a role reversal, Amazon Web Services is taking a direct shot at rival Microsoft in its pursuit of corporate clients. AWS is hoping that its new Directory Service will sweeten the appeal of its cloud to IT executives who have been put off by the complexity of post-cloud migration application management challenges. Specifically, AWS is playing up the fact that by working with Microsoft Active Directory, the company can offer business and government customers a unified mechanism via its AD Connector to authenticate users, add or move computer systems, and facilitate connections to printers and other enterprise resources both in the cloud and on-premises. The solution looks like an elegant one, but a complex pricing model could throw a wrench in the works. Continue reading “Amazon Web Services Fires Up Its New Directory Service, Taking Aim at the Enterprise – and Microsoft”→
The decision for HP to split into separate consumer and enterprise companies is long overdue, and done correctly it will allow both siblings to be more responsive to their respective markets.
By shedding low-margin business units IBM is doing the right things to allow them to continue as innovators without bogging themselves down with manufacturing considerations.
No other industry moves as fast as IT, and every vendor faces the challenge of evolving to remain current with the changing nature of this business. But the challenges for old-school industry stalwarts like IBM and HP are a little different, in part because they’re still simply perceived as “old-school” (irony intended), plus they have a legacy of products that they must continue to sell and support. Does this mean I give them a pass on everything they do? Not on your life – but I certainly admire the commitment it takes to recognize their own weaknesses and make the tough choices. Continue reading “The Old Guard: Out of the Frying Pan and into the Frying Pan”→
With the cost of cyber crime going up along with the amount of time it takes to contain an attack, organizations should rethink their security spending priorities to focus more on incident detection and response.
Assessing your security posture and making appropriate adjustments can help lower cyber crime costs.
The 2014 Global Cost of Cyber Crime Report came out this week, and the news is not good. But that shouldn’t be a surprise, given that about once a week now there is yet another headline announcing the latest big breach. And they seem to get bigger: 40 million customers affected in the Target breach in late 2013, 56 million in the Home Depot breach in mid-2014. The study, conducted by Ponemon Institute and sponsored by HP Enterprise Security, found that the annual cost of cybercrime increased nearly 100% over the five years it has been conducted. The study looked at 257 large companies (with 1,000 or more endpoints) in seven countries, and it found that the average annual cost of a breach is $7.6 million, with a range of between $0.5 million up to $60.5 million. But what’s interesting is that the cost of cybercrime is higher for U.S. companies. A benchmark sample of U.S. companies found that the average cost per organization now stands at $12.7 million. Russian companies were added to the study this year, and they incurred the least cost – $3.3 million on average. Continue reading “Big Surprise: A New Study Shows the Cost of Cyber Crime is Going Up”→
• The ideal of a mobile-driven enterprise again dominated the conversation at this week’s Salesforce.com user conference with native iOS apps leading the charge.
• But wait – isn’t the good ol’ desktop browser in truth our most mobile, most consistent development mobile platform?
The ideal of a mobile-driven enterprise again dominated keynote and hallway conversations at this week’s Salesforce.com user conference, with iOS leading the charge. The goal of course is to build an engaging user experience using the low-level power that can only come from a fully native client application, written for each of the two dominant mobile platforms – i.e., Google Android and Apple iOS. The trouble of course is which rendition of those dominant platforms are we talking about? With iOS, we have a handful, thanks to its closed nature. In contrast, Android’s open nature has spawned more than 18,000 distinct Android devices currently running one or another of the many versions of Android itself (according to a recent Open Signal research report).
As customer care organizations recognize the importance of including ‘voice of the customer’ (VoC) tools in their contact center analytics toolboxes, the capture and analysis of unstructured data will grow in importance.
Because text analytics provides the ability to include large streams of input from a broad collection of unstructured data sources, it is a very complementary solution to other analysis tools such as speech analytics and post-call customer surveys.
In previous blogs I have commented on the growing importance of collecting, managing and using “big data” effectively to drive proactive efforts designed to improve overall customer service. Today many companies base their customer feedback analysis, or so-called VoC solutions, on a single data collection tool such as post-call surveys or speech analytics. While these tools can provide excellent insights into the customer’s thought process, emotions and purchase intentions, they are often limited by their focus on a single source of information or the fact that customer inputs are confined to a set of multiple choice questions posed to a customer. I am finding that as VoC campaigns mature, companies are beginning to realize that capturing the benefits of big data analytics requires broadening the collection of data to all the data that is available to them. This should include analysis of voice calls, web chats, responses to open-ended questions of customers and notes recorded by contact center agents and other front-line employees. Continue reading “The Growing Role of Text Analytics in Voice of the Customer Strategies”→
Mobility spending plans are trending up, with 73% of companies planning to increase mobility spending over the next 12 months, 25% planning to spend at the same rate, and only 2% planning to spend less.
Just how much companies plan to increase mobility budgets, however, varies by company size, region, and industry.
A recent Current Analysis survey, completed in August, asked 650 companies about their use of transformational services including cloud, collaboration, and mobility services. Mobility was not the highest priority for IT budgets, with cloud and IT security services ranking higher in strategic importance on a scale of 1 to 7, with “1” the highest and “7” the lowest ranking. Both big data and data center initiatives ranked about the same as mobility (averaging about a 4 out of 7), but mobility budgets were on the rise; over 70% of the companies surveyed plan to increase their spending over the next 12 months. Continue reading “Mobility Buying Trends Vary by Industry and Size”→