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 ...
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...
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 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...
"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...
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...
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...
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...
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...
A key advantage of virtualization is the ability to decouple an operating system from its hardware layer. This improves flexibility and maximizes uptime. Virtual server infrastructure commonly utilizes this flexibility to provide high availability, moving virtual servers between hosts. When plannin...
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