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Contact Centers
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Avaya Ends Network Waiting Game (Apr-02-14)
Nearly Half of Enterprises Adopt Cloud (Mar-19-14)
iRobot Releases Ava 500 'Bot (Mar-17-14)
Salesforce Gets Smart Virtual Agents (Mar-06-14)
Smart CRM: ShoreTel Taps Salesforce (Mar-05-14)
Poor IRS Service Hurts Taxpayers (Feb-19-14)
From Contact Center to Profit Center (Jan-30-14)
Customer Care Needs To Be Job #1 (Jan-10-14)
IT Pros Get Almost No Holiday Break (Dec-24-13)
10 Tips for Top Call-Center Service (Dec-19-13)
Voice of the Customer Key to Success (Dec-14-13)
AWS Now Offering Virtual Desktops (Nov-14-13)
IBM Wins Patent for 'Green' Cloud (Nov-11-13)
HP Unveils Next-Gen Contact Center (Oct-21-13)
VMware Buys DaaS Firm Desktone (Oct-15-13)
The 15 Traits of Great Salespeople (Oct-09-13)
Amazon Hires Big for Customer Service (Oct-02-13)
Call Centers In Midst of Hiring Boom (Sep-25-13)
Do You Need a Chief Customer Officer? (Sep-19-13)
iOS 7: Catering More to the Enterprise (Sep-15-13)
Buyout Done, Dell Aims at Enterprise (Sep-13-13)
Managing the Customer Experience (Sep-11-13)
Top Tips for Great Customer Service (Sep-04-13)
VMworld Raises the Big I.T. Questions (Aug-27-13)
NICE Intros Contact Center V-Recording (Aug-08-13)
Great Service Still Requires Live Reps (Aug-07-13)
From Contact Center to Engagement (Jul-31-13)
CRM Booming, BPM Critical Too (Jun-19-13)
Jeff Bezos' Tips for Top Service (Jun-11-13)
Avaya's New Outbound Contact Express (Jun-05-13)
Avaya Boosting Customer Experience (Jun-03-13)
HP Takes Contact Centers Virtual (May-08-13)
Customers Want More of Help Centers (May-06-13)
Mandatory BYOD Is Catching On (May-02-13)
Dig Deeper into Customer Experience (Apr-24-13)
Feds Get Creative with Dynamics CRM (Apr-22-13)
Customer Voice Key to Sales Success (Apr-11-13)
ShoreTel Integrating with IBM, Apple (Apr-03-13)
Manage Contact Centers for Success (Apr-01-13)
Avaya Enhances Collaborative Cloud (Mar-26-13)
Avaya Unlocks the Customer's Voice (Mar-21-13)
5 Tips for Managing Contact Centers (Mar-14-13)
Oracle SRM Targets IBM, Salesforce (Mar-11-13)
Program Certifies Contact Centers (Feb-28-13)
Avaya Aura Brings Virtualization to UC (Dec-11-12)
MS Dynamics Cloud Now for Feds, Too (Nov-30-12)
Skype Grows Up, Goes To Work (Nov-11-12)
Lessons from Amazon's Cloud Outage (Oct-23-12)
Skype Rebuilt for Windows 8 Rollout (Oct-22-12)
FTC Offers $50K for Robocall Fix (Oct-19-12)
Keep Your Staff, But Cut Your Space (Sep-25-12)
What's OK for Video Call Etiquette? (Sep-14-12)
Meet Win Server 2012: The 'Cloud OS' (Sep-05-12)
Voice Mail? That Is Sooo Last Century (Sep-04-12)
SAP Launches CRM for Govt. Agencies (Aug-27-12)

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Avaya Ends Network Waiting Game
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Network Security Spotlight
Heartbleed Could Cost Millions, Could Have Been Prevented
Early estimates of Heartbleed’s cost to enterprises are running in the millions. The reason: revoking all the SSL certificates the bug exposed will come at a very hefty price. Some say it all could have been avoided.
Michaels Says Nearly 3M Credit, Debit Cards Breached
Arts and crafts retail giant Michaels Stores has confirmed that a data breach at its POS terminals from May 2013 to Jan. 2014 may have exposed nearly 3 million customer credit and debit cards.
Google's Street View Software Unravels CAPTCHAs
The latest software Google uses for its Street View cars to read street numbers in images for Google Maps works so well that it also solves CAPTCHAs, those puzzles designed to defeat bots.

Enterprise Hardware Spotlight
Vaio Fit 11A Battery Danger Forces Recall by Sony
Using a Sony Vaio Fit 11A laptop? It's time to send it back to Sony. In fact, Sony is encouraging people to stop using the laptop after several reports of its Panasonic battery overheating.
Continued Drop in Global PC Shipments Slows
Worldwide shipments of PCs fell during the first three months of the year, but the global slump in PC demand may be easing, with a considerable slowdown from last year's drops.
Google Glass Finds a Home in Medical Education, Practice
The innovative headpiece may find its niche in markets where hands-free access to data can be a big advantage. Glass experiments for doctors are already under way, with some promising results.

Mobile Technology Spotlight
Review: Siri-Like Cortana Fills Windows Phone Gap
With the new Cortana virtual assistant, Windows catches up with Apple's iOS and Google's Android in a major way, taking some of the best parts of Apple's and Google's virtual assistants, with new tools too.
With Galaxy S5, Samsung Proves Less Can Be More
Samsung has produced the most formidable rival yet to the iPhone 5s: the Galaxy S5. The device is the fifth edition of the company's successful line of Galaxy S smartphones, and shows less can be more.
Facebook Rolls Out Potentially Intrusive Location-Sharing
Looking for friends? Facebook users in the U.S. will soon be able to see which of their friends are nearby, using a smartphone's GPS. Could be a cool feature in some cases, or way too much information.

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