Cloud

Cloud delivery options for call centres: understanding their business implications

Posted: 05/09/2016 - 20:09

Forty-seven years ago, J.C.R. Licklider had a vision that the entire world could be connected through an “intergalactic computer network”, allowing users to access programs and data from any site, from anywhere and at any time. Today, this vision has evolved into a reality, and echoes similarities to what we call “cloud computing.”

The digital transformation journey

Posted: 05/06/2016 - 19:59

Business leaders and technology executives are deluged by the rhetoric about disruptive digital technologies coming of age, companies and whole industries going digital.

Maturing and new technology tools, combined with rapidly changing technology usage patterns of businesses and consumers, are forcing a rethink, even a re-imagination of what companies can do. Obviously there are leaders and there are followers, with every success story probably preceded by unsung failures.

Q&A: Dave Putt, DCR Workforce

Posted: 04/21/2016 - 03:47

Dave Putt is Executive Vice President at cloud-based VMS provider DCR Workforce. We caught up with Dave at the SIG Summit in Orlando, Florida (get a taste of the action on Twitter via the hashtag #SIGspring16) to learn a bit more about his organisation – and to get his take on the fragmentation of work today…


Outsource: Dave, thanks for joining us today. Some of our readers may not be familiar with your organisation: can you give us a brief introduction to DCR Workforce?

How financial services providers can reap the rewards of migrating to the cloud

Posted: 04/19/2016 - 20:30

Before discussing the rewards available for a financial services organisation in the cloud it is important to get an understanding of the regulatory backdrop. In October 2014 the Financial Conduct Authority (FCA) launched Project Innovate, an initiative to foster innovation in the cloud. The key driver behind this project was to understand in more detail where the regulatory framework needed to be amended in order to foster innovation.

What employers really expect in an Applicant Tracking System

Posted: 04/07/2016 - 11:31

The fact that an Applicant Tracking System (ATS) makes work easier for you cannot be overemphasised. However, some HR executives do not even know that ATSs exist. Instead of screening candidates using outdated or ineffective approaches, invest in modern methods such as cloud-based recruiting software. The following are features of ATS software that you should consider.

Right place, right time: the growth of the cloud contact centre market

Posted: 04/02/2016 - 02:35

Cloud-based contact centres have taken off in a big way. With business process outsourcers (BPOs) needing flexibility and scalability to respond quickly to changing conditions, the cloud is best placed to enable these desires.

The latest research from the Cloud Industry Forum has found that 46 per cent of UK-based organisations use cloud-based contact centres today, a figure that is expected to increase to 68 per cent over the next few years. These results confirm the value of cloud-based contact centres and their ability to transform customer service and engagement.

Inhuman scale: Big Data, the Internet of Things and the AI revolution

Posted: 02/10/2016 - 23:53

Of all the jargon and buzzwords beloved of IT professionals – “the cloud”, “SaaS”, “web 2.0” and an infinity of others – “Big Data” is the most alluringly easy to misunderstand. Whilst big data systems do entail a large volume of data, the real benefits come from the speed (or ‘velocity’) of accumulation, and the array of different types of data (or ‘variety’) that are collected and analysed.

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