CIO SaaS Checklist

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Beverly Magda put together a nice list of things to consider when looking at a SaaS offering called "CIO SaaS Checklist" in InformationWeek magazine.  Here are the questions that she encourages CIO's to ask:

1.  Will the SaaS app require modification of IT or network infrastructure or need special integration?

2. Can I retire redundant IT infrastructure by using the SaaS application?

3. How long will SaaS deployment take vs. software?

4. What training will my IT staff require?

5. Can I redeploy existing staff to other projects with SaaS?

6. How does our end users' application experience compare with SaaS vs. software?

7. How does security of our data compare?

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Do You Know if Your Agent is AT HOME?

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Many businesses today are looking closely at how to create an AT HOME worker program.  This is particularly true in the call center and services industry.  There are many advantages for the employer, the employee and the local community.  In fact, it is the ability of inContact to facilitate the AT HOME worker that attracts many customers to inContact.  Tools such as inTouch, allow supervisors to view all agents, at homes and offices that may be scattered across the country.  Viewing and man

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inContact & Connectivity with Multi-Locations

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For many of you in Operations or IT, you have the unique challenge of managing disparate contact centers or business locations that you likely inherited through acquisitions or the locations already existed when you joined the firm. Looking at each location with its different PBX or key system, channel bank or other premise equipment with differing reports available either for peak utilization, call center KPIs, or other management reports can be overwhelming to manage. Some of you still likely get reports sent to you weekly and trying to run your business off of differing equipment with differing capabilities and limitations is tough.

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The OC192 and Your Contact Center

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OC192 is an optical carrier (OC) that can handle 192 DS3s.  A DS3 is a 45 Mb/s signal that can carry internet data or it can carry 28 T1s, voice or data,  and 28 T1s is equal to 672 phone calls.  In other words,  an OC192 is a fiber optic system that can carry 192 DS3’s, which is 5376 T1s or 129,024 voice calls.  That is  a lot of voice and data traffic!

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What's an Erlang and How Can it Help You?

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Agner Krarup Erlang,  was a mathematician.  Need I say more?  He derived a series of formulas to determine how many telephone operators would be required to process a given volume of calls.  And although this was done in the early 1900's his formulas still apply and can be applied to call centers today.  As the inventor, of course, you get to name your invention afer yourself, thus the Erlang was born.  An Read

SAP Goes on Offensive with SaaS

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SAP is a skeptic. "SaaS offerings don't measure up in weaving together complex business processes that have to be managed and analyzed in real time, and SaaS vendors will have a tough time living up to customer's expectations. You're now seeing software as a service pure plays being driven into complex conversations that they're lousy at." They claim that now more than ever companies need a full-featured, integrated applications platform for running global business operations. They would…they are SAP.

There is no doubt about it, SaaS is being invited into more complex conversations…but we are succeeding and winning.  SAP has good reason to be worried. 

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