Thought Leaders In Cloud Computing: Social CRM and Crowd Sourcing

There are many trends hitting large enterprises at the moment right in their bellies. Within the broad sphere of cloud computing, with the adoption of the social Web, one of these trends is crowd sourcing. The business function that is most acutely impacted by this trend is CRM. All the way from marketing to sales

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Customer Service And The Social Web

Earlier this year, I wrote a piece called Top 10 Social Web Trends For The Decade. In it, I suggested that the way various business functions are done will change owing to the impact of the social Web, crowdsourcing, and so on. The areas that are seeing the most upheaval are customer services, which spans

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1M/1M Announces Partnership With Persistent Systems; CrowdEngineering First Beneficiary

Menlo Park, CA, and Pune, India – January 27, 2011: One Million by One Million (1M/1M) and Persistent Systems have announced a partnership to connect entrepreneurs to customers. The 1M/1M initiative set up by Sramana Mitra has a goal to help a million entrepreneurs reach $1 million in revenue. Headquartered in Pune, India, Persistent Systems

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Thought Leaders In Cloud Computing: Carol Kline, CIO Of TeleTech (Part 7)

By Sramana Mitra and guest author Shaloo Shalini SM: Now, another thought that came to mind as you were talking about recording all your different calls is, What kind of analytics do you do on those calls? Are you converting them from speech to text and then running analytics on them? How do you analyze

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Thought Leaders In Cloud Computing: Carol Kline, CIO Of TeleTech (Part 6)

By Sramana Mitra and guest author Shaloo Shalini SM: I would particularly love to hear your thoughts about the phenomenon of ‘expert customers,’ say champions or really knowledgeable users, power users, of certain products, whatever they may be. CK: There was a guy who probably made it in the Wall Street Journal and the New

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Thought Leaders In Cloud Computing: Carol Kline, CIO Of TeleTech (Part 5)

By Sramana Mitra and guest author Shaloo Shalini SM: As I listen to you, there are a number of different thoughts in my mind on the topic of entrepreneurial opportunities. Let me go over those, one by one. One of the current trends is the social Web. It is becoming a powerful phenomenon; there are

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Thought Leaders In Cloud Computing: Carol Kline, CIO Of TeleTech (Part 4)

By Sramana Mitra and guest author Shaloo Shalini SM: So, you have done more on the pure telecommunications side, where there is call routing and such. CK: It’s the ‘contact center’. We are in the contact center business, so it is all the way up and down the stack. If it is about the contact

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Thought Leaders In Cloud Computing: Carol Kline, CIO Of TeleTech (Part 3)

By Sramana Mitra and guest author Shaloo Shalini SM: TeleTech made the shift to private cloud–based architecture seven years ago. What do you think has been the cost impact of this architectural change on your 67 global data center or delivery center configurations?