So… What’s the Internet up to Today?

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For inContact and a host of other services that businesses utilize today, the Internet is absolutely vital. InContact agents using myAgent, and supervisors using inTouch or the Webmanager tools, depend on a stable reliable Internet connection for proper and efficient operation. Fortunately, the Internet today has become very fast and very reliable.

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SaaS and Virtualization…

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Lately, the question has come up asking about the differences between Software as a Service and virtualization.  I suspect this is because virtualization comes up a lot in the same conversations, but let’s be clear, they are different. 

To keep it simple, let just think of SaaS as delivering a fully baked, turnkey service of value to the customer and think of virtualization as simply a way to get more out of existing server hardware.

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Suggested Reading Material to Understand What SaaS is All About…

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I recently re-read the book "The Big Switch – Rewiring the World, from Edison to Google" by Nicholas Carr and would recommend it to anyone who is looking for an explanation as to why SaaS is such a big deal.  The author does an excellent job of detailing the history of electricity and computing and draws the analogy that SaaS is as revolutionary to our world today as electricity was in its time.

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Network Monitoring Made Easy

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The data network is the heart and engine of today’s call centers.  If the data network is down or impaired, it will probably be felt at every level of your centers performance.  This fact means that it is vital that the IT staff have as much visibility to the health of all the components that make up that network as possible.  I would like to recommend that all of our customers look in to the family of products offered by Read

Working at Home and Being Green

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Happy Earth Day!  Well, as you can expect, everyone is talking about the need to go green.  One of the trends to go green that I am particularly fond of has to do with getting work done without requiring everyone to pile into the same office building.  Remote working has immediate and tangible benefits for the green movement.  Rosabeth Moss Kanter recently wrote a blog entry at the Harvard Business Review entitled, "Stay Home and Work".   Telecommunications SaaS technologies such as inContact really are helping people to do a great job working at home.

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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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