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?

Thought Leaders In Cloud Computing: Carol Kline, CIO Of TeleTech (Part 2)

By Sramana Mitra and guest author Shaloo Shalini SM: Very interesting! Tell me more about how this private cloud at TeleTech built. Can you talk about which vendors are supporting this initiative? This is a fascinating case study, and to me it sounds like a large-scale infrastructure. Are you running this from a central data center

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Thought Leaders In Cloud Computing: Carol Kline, CIO Of TeleTech (Part 1)

By Sramana Mitra and guest author Shaloo Shalini We have here an interesting cloud adoption use case with generous insights into the world of a large global business process outsourcing (BPO) enterprise, TeleTech, which manages global-scale contact centers. Over the past seven years, through private cloud adoption, TeleTech has not only moved to the next level

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Deal Radar 2010: Fieldglass

Deal Radar continues its coverage of the changing labor landscape with Fieldglass, which provides a SaaS platform, InSite, that helps global 2000 corporations acquire and manage contingent or contract workers, outsourced services, and direct hires so that firms can better understand and use their workforces.