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- The Accelerator Conundrum
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Thought Leaders In Cloud Computing: Diane Bryant, CIO Of Intel (Part 1)
By Sramana Mitra and guest authors Siddharth Garg and Rahul Nagpal About Intel Intel Corporation is an American global technology company and the world’s largest semiconductor chip maker, based on revenue. Intel was founded on July 18, 1968, as Integrated Electronics Corporation and is based in Santa Clara, California. Outside of California, the company has
Thought Leaders In Cloud Computing: Mandy Edwards, CIO Of Sitel (Part 7)
By Sramana Mitra and guest author Siddharth Garg Sramana Mitra: That is true on the marketing side. You are talking about the pre-sale situation, market research situation where customers are trying to make a decision. But what about the actual customer support piece where you are a customer and you have bought a product. I
Thought Leaders In Cloud Computing: Mandy Edwards, CIO Of Sitel (Part 6)
By Sramana Mitra and guest author Siddharth Garg Sramana Mitra: So, are there nuggets of information that you can share about strategies you are using as far as cloud computing is concerned? Mandy Edwards: Well, in terms of strategy, everything we do has to be secure. We also have to understand risks and vulnerabilities, and
Thought Leaders In Cloud Computing: Mandy Edwards, CIO Of Sitel (Part 5)
By Sramana Mitra and guest author Siddharth Garg Sramana Mitra: In your industry, what is available today as infrastructure as a service? Obviously, storage was one of the first value propositions to be adopted as an infrastructure as a service, but is there something beyond that that is specific to your industry that you are
Thought Leaders In Cloud Computing: Mandy Edwards, CIO Of Sitel (Part 4)
By Sramana Mitra and guest author Siddharth Garg Sramana Mitra: Right. What is the procedure of updating the knowledge base? Let’s say your agents come up with a scenario that is not addressed in the knowledge base, and somehow or the other you have to figure out how to answer that question. How does that
Thought Leaders In Cloud Computing: Mandy Edwards, CIO Of Sitel (Part 3)
By Sramana Mitra and guest author Siddharth Garg Sramana Mitra: OK. Would you talk more about integration? I would love to know more about what is happening in the area of knowledge base. Where is the knowledge base? Do customers maintain it, or does Sitel? What is the process that goes on in augmenting the
Thought Leaders In Cloud Computing: Mandy Edwards, CIO Of Sitel (Part 2)
By Sramana Mitra and guest author Siddharth Garg Sramana Mitra: This is a great example that you are moving e-mail to the cloud. What is the strategy from a vendor point of view? I have been doing a lot of these interviews, talking to a lot of CIOs, and one category that is coming up
Thought Leaders In Cloud Computing: Mandy Edwards, CIO Of Sitel (Part 1)
By Sramana Mitra and guest author Siddharth Garg In this interview, we spoke with Mandy Edwards, the global chief information officer at Sitel. Sitel is the leading business process outsourcing (BPO) call center provider, as ranked by the Black Book of Outsourcing, a Data Monitor company. Sitel’s customer interaction outsourcing solutions span more than 135