The journey started about a decade ago when a multinational financial services company with $1.2 trillion in assets under management, and operations in more than 50 countries worldwide decided to launch a business process management (BPM) initiative. The goal was ambitious: transform how the company conducted business and interacted with customers. The project began in
IT managers must adhere to the rule of keeping it simple. While all IT departments are restrained in one way or another, SMBs find themselves doing much more with the same or fewer resources. Moreover, contact centers are one of the most complex business operations, technologically speaking, and IT managers are asked to help maintain
Contact centers are often viewed as the heartbeat behind an organization since this operation serves as the main point of connection between the business and its customers. As technology advances and customer demands change, contact centers must follow suit and adapt to new trends. The cloud, mobile devices and many other innovations have influenced the approach to contact center
The question, if you’re expanding your operations to serve developed and/or emerging markets in Europe, is: where to base your offices and data centres? Choosing the right country for your IT infrastructure deployment is crucial. Assessing the relative strengths of the major European business centres and investigating potential risk factors is a vital step in
The entire IT industry is evolving, whether organisations like it or not. The solution is clearly not wholesale adoption of any single model – public, private or hybrid; by the same token, neither can organisations bury their heads in the sand and rely exclusively on legacy systems and architectures. To do so simply increases cost
With the increasing power requirements of today’s technology, highpower density configurations are critical to global businesses. It is no longer a question of whether people need to move to high-density solutions but how they implement such capabilities alongside existing legacy equipment.
Changing business and working practices make traditional, in-house application delivery less and less viable. The future is very quickly becoming the present – while people need to be able to work anywhere, they still have the same expectations on applications and services as if they were sitting at a desk in a central office. Too
The purpose of this IDC White Paper is to lay out the role that performance testing can play in the context of overall application lifecycle management (ALM), security, resource, and demand management. As part of that objective, the document defines an application performance testing framework and discusses a performance test evolution path and the relationship
This paper summarizes the results from a recent IDC study on the business value of managed services.
IBM MobileFirst services can help organizations that are struggling to decide what to do in light of the BlackBerry Enterprise Service 10 platform rollout. These services help you determine whether you should implement the upgrade, or migrate to a new platform. They can also help you develop an overall mobile strategy, As a result of