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Customer satisfaction drops as customer service agents more frequently use apologetic or polite vocabulary in a conversation, while customers benefit by being polite themselves, according to findings of the quarterly Zendesk Benchmark report released recently.
Read MoreDecember is the most important month of the year for UK retailer Marks and Spencer, and its advertising campaigns are the cornerstone of its holiday strategy. When its 2013 primetime Christmas TV ad campaign encouraged people to visit a dedicated website, it was vital it could cope with the spike in traffic. The retailer created a website using Microsoft Azure as it knew it would cope with the potentially high traffic in addition to saving on the expense of physical servers and internal IT...
Read MoreSilver Peak has unveiled Unity, a ‘groundbreaking’ intelligent wide area network (WAN) fabric that unifies the enterprise network with the public cloud. Unlike traditional WAN optimisation solutions, Unity correlates information about cloud services and Internet “weather” to intelligently route traffic over a secure, optimal path. By keeping SaaS and IaaS traffic on the Unity fabric, IT gains an ability it’s never had: the ability to monitor and control...
Read MorePlatform9 has emerged from stealth and unveiled its SaaS platform that transforms an organization's existing servers into an AWS-like agile, self-service private cloud within minutes. The platform significantly reduces the operational complexity for IT and offers single pane of glass management of Docker, KVM and VMware vSphere. Platform9 is currently in beta with a dozen mid-to-large sized organizations.
Read MoreScalr has announced the release of Scalr Cost Analytics. Scalr Cost Analytics will enable a broad group of stakeholders within an enterprise to understand and analyze the costs associated with using cloud computing resources. This set of features addresses a growing need for IT operations and development to work with financial managers to proactively understand spend, optimize usage and in turn enforce budgetary decisions and controls on cloud infrastructure.
Read MoreRackspace has announced new features to its DevOps Automation Service including Windows Support and expanded environment stack support. Rackspace also launched a new DevOps Advisory Service for broader DevOps transformation engagements.
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Marc Chemin, Global Insights & Data Consulting Leader, shares his view on how our clients can exploit big data and analytics to enhance organizational revenues, customer satisfaction and business processes.
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