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 them? >>>

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 York Times in this context. He is a Verizon customer, and he spends, on average, eight hours a day posting to the Verizon site about the company’s DSL or files products. Note that these are not paid employees, and they work eight hours a day and provide real insights and solutions related to product use and deployment. >>>

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 over 500 million people on Facebook today, right? >>>

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 center, whether it is intelligent voice response (IVR) such that it is self-served, or whether it is Web, chat, voice channel, or call routing, all applications that support an agent are our focus and core competency. I don’t necessarily see other providers in the technology space that have anchored that, top to bottom, as a core competency. I can talk about a lot of players that are specific product or segment players. Now it would be a hard thing for me to say, but there a few that have really said that our business is about the customer experience and our technology is going to support the customer experience, and not only are we going to use that to make our core business better, but it is so great that we are going create a business by itself. >>>

52-Week Highs For Red Hat And NetApp

According to Gartner, open source solutions providers are expected to benefit from strong growth in the coming years. By 2015, open source software will be used to enable over 60% of Platform-as-a-Service (PaaS) offerings. By 2016, open source software will be included in the mission-critical software portfolios of 99% of the Global 2000 enterprises, compared with 75% in 2010. Also by 2016, 50% of leading non-IT organizations will use open source as a business strategy to gain competitive advantage. Open source player Red Hat is already enjoying a good run.

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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 or multiple data centers with redundancy management? >>>

Is “Secure Cloud” An Oxymoron? (Part 1)

By guest author Shaloo Shalini

In 2010, in professional and popular circles of opinion, “cloud security” has gone from being tagged as an oxymoron to no longer being one. Well, “cloud security” could be an oxymoron just for the effect of it. It is as much of an oxymoron as “honest broker” or “working from home,” unlike the true oxymoron “definite possibility.” >>>