Market Analysis: IP Contact Centers By Michael J. DeMaria
An IP-enabled contact center gives your agents access to all telephone, e-mail, fax and Web customer communications. We discuss the potential benefits to your business and examine ways to get management buy-in for an upgrade.
RFI Analysis: IP Contact Centers By Michael J. DeMaria
Of the eight products we examined, our Editor's Choice provided our fictional thermal-management company a comprehensive mix of features as well as integration with legacy systems--all for a price that doesn't freeze out upgrades.
Professional Development Strategies
By Jonathan Feldman
Building a comprehensive training program for your IT staffers will pay off in higher morale and superior customer service. Learn how to implement those plans.
Affordable IT: Staying on Budget By Tim Wilson
Despite best efforts, the average IT project still overruns its budget by about 43 percent. How can enterprises prevent these overruns? We examine the means for setting good budgets, monitoring them across their lifetimes and contingency planning for projects that go into the red.
Workshops
Workshop: Implementing BPL Technology By Peter Morrissey
After a series of setbacks with interference problems and failed trials, the broadband-over-power-lines technology is now a viable alternative in areas where DSL and cable aren't available or customer service is lacking.
Buyer's Guide: SOHO Wireless Gateways By Dave Molta
Wi-Fi is quickly becoming a fixture in a growing number of SOHO environments. Many of the devices are used for remote access into enterprise networks, and protecting them from wireless attacks is crucial. We explore your wireless gateway options.
Sneak Preview: SmartCompany's Turbo 1.0
By Lori MacVittie
This .Net-supported smart client is subject to Microsoft vulnerabilities, but its pivot-table paradigm makes up for the time you spend patching.
Sneak Preview: Apple Mac OS X 10.4
By Michael J. DeMaria
Improvements to the OS, including a better interface, new services, increased security, link aggregation and open-source support, give Mac users a needed boost.
Departments
Last Mile: Bye-Bye, Vendor Guy!
Edited By Tim Wilson and Tom LaSusa This edition, chuckle till you buckle at the Top 11 lame excuses for ducking out of a vendor sales presentation; virtual hunting and getting Wi-Fi access with household items.
Quick Takes: Enterprise Information Iintegration By Patricia Thomas
This edition we look at Ipedo XIP 4.0, Apcon IntellaPatch 288, AtomPark Software Outlook Remote Access 1.10 and Expand Networks ExpandView 3.0.
Columns
Down To Business: Don't Forget Your End Users By Rob Preston
Sometimes overlooked amid all the recent management scrutiny of tech spending is whether IT organizations are serving their other masters: The internal people who use the computers, networks, apps and services that IT administers and manages.
Reality IT: The Burden of Spoof By Hunter Metatek
Take a closer look at the causes of spam proliferation and learn some steps that enterprises can take to keep it to a minimum.
BuzzCut: Buyouts of Avaki, ISDD could put Sybase on top of the EII heap By Lori MacVittie
With the purchase of EII vendor Avaki and unstructured query vendor ISDD, Sybase could create an enterprise information integration environment that works across both structured and unstructured data.
REPORTS
Analyize In-Line NAC strategies and products.
ANALYTICS Plan and design your enterprise blade server deployments
2009 IT Salary Survey: Meager Raises, Solid Prospects
Though raises are notably smaller than a year ago, and job security’s shrinking, IT careers are looking safer than many others in this economic downturn. Get all the findings in InformationWeek's 2009 IT Salary Survey. Available FREE for a limited time.
REPORTS
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