LiveVox, CallMiner Webinar: Mitigating Compliance Risk with Speech Analytics, Centralized Call Recording

LiveVox, a  cloud contact center software provider today announced a joint webinar with CallMiner, a provider of cloud-based speech analytics. As contact centers prepare for a tightening regulatory environment, the market is responding with new technology, among the most promising of which is speech analytics. LiveVox and CallMiner have partnered to provide a simple, cost effective and short deployment path for speech analytics. Join executives from both organizations as they discuss technology approaches for an uncertain but assuredly tightening regulatory world.

Speech analytics, like all business analytics strategies, is rooted in data and dependent on its accessibility. In order to aggregate data and make it accessible for analysis, site-based networks have been required to purchase equipment that necessitates large capital expenditures, ongoing maintenance and, most handicapping, integrations into existing topology. For multi-site operations, the cost and complexity are compounded with each site. Cloud changes that. Data is centralized, secure and available for analysis. Speech analytics for multisite contact centers is a great example of a cloud solution to a heretofore complex problem.

“It would not surprise me if call recording data is held to the same standard as financial data in the accounts receivable management industry. Clients and regulators expect a complete record of all financial transactions and agent documentation on accounts. The agent/consumer audio is critical data that is often glaringly absent. LiveVox makes it very straightforward for multisite contact centers to centralize data in a secure environment. Speech analytics turns that data into risk management and operational improvement gold,” said John McNamara, Chief Marketing Officer of LiveVox.

Join CallMiner, LiveVox and Accounts Receivable Management, Inc. operations and technology executives as they share a path to bypass integration hurdles and implement speech analytics to improve operations and compliance across the enterprise. The event will be held at 2PM, EST, Wednesday, Oct. 17th. Reserve your spot today.

“Leveraging speech analytics to automatically analyze calls can significantly reduce the risks associated with non-compliance for collectors in accounts receivable management. Instead of spot checking recordings, 100% of captured audio can be analyzed to ensure agents are saying things they should, such as the mini-Miranda, and not saying things they shouldn’t. The end result is better customer experience and higher success in collections efforts,” said Scott Kendrick, Vice President of Marketing and Product Management at CallMiner.

WEBINAR TOPICS:

  • Utilizing Centralized Call Recording to address integration challenges
  • Leveraging 100% call recording to maximize speech analytics initiatives
  • Transforming voice data into usable analytics across all operations
  • Practical uses of speech analytics to improve compliance and operations
  • Maximizing the LiveVox and CallMiner partnership for rapid deployment

To register, click here.


RIM Open Sources Carina Environment Manager for OpenNebula Clouds

The Carina Environment Manager is a service management tool developed by Research In Motion (RIM) that allows for the automated deployment, elastic scaling and high-availability management of interconnected application clusters based on policies on OpenNebula clouds. The Carina project was motivated by the need to speed up the deployment of services onto the OpenNebula private cloud at RIM. Different teams are in the process of on-boarding their services, which are composed of multiple scale-out clusters that are networked together, onto RIM’s OpenNebula-based cloud. Thanks to Carina, these services will operate in an elastic and highly available manner in order to take advantage of the flexibility to rapidly provision new machines.

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Sorenson Forensics Launches New Cloud-based Database for CSI Management, DNA Profile Archiving

Sorenson Forensics today announced the launch of its new LEAD (Local Entry Accessible DNA) Database, a secure, cloud-based service designed for local law enforcement agencies to simplify the archival, search and reference of DNA profiles from crime scene samples. The LEAD Database™ was unveiled during the 2012 International Association of Chiefs of Police Conference in San Diego, Calif.

The Sorenson Forensics LEAD Database™ gives law enforcement agents at a local level the control they need to archive DNA profiles collected within their jurisdiction to be easily searched and referenced by an authorized user. By centralizing collected profiles, users can access the database to compare DNA profiles against current crime scene evidence. Using a sophisticated algorithm, the LEAD Database™ searches existing profiles and will automatically notify users when a matching profile is identified, enabling crimes to be solved more quickly.

“The national DNA database is controlled by the FBI, and while federal, state and local public crime labs have access to its information, it is not comprehensive nor does it provide a local database of information that is needed,” said Timothy D. Kupferschmid, executive director of Sorenson Forensics. “With the Sorenson Forensics LEAD Database™, we are giving local control of DNA profiles to law enforcement agencies. This solution enables each agency the ability to handle casework in a way that best suits their individual needs, and expedites the time it takes to get the information needed to resolve cases.”

DNA profiles from evidence samples can be manually uploaded to the LEAD Database™ via a secure Internet connection by a local state crime lab, or samples can be submitted to Sorenson Forensics’ laboratory to be analyzed and added to the database. Sorenson Forensics’ advanced DNA laboratory holds the prestigious ASCLD/LAB-International accreditation.

The LEAD Database™ is the latest in a line of innovative services introduced by Sorenson Forensics to better assist local law enforcement agencies to solve difficult cases. In 2011, the company launched Investigative LEADTM, the industry’s most advanced ancestry DNA test for law enforcement. Since its founding in 2006, Sorenson Forensics has developed an international reputation for providing advanced forensic DNA services, including DNA testing and analysis, expert witness testimony, DNA case reviews, laboratory validation services and evidence screening.

For pricing and purchasing information on the Sorenson Forensics LEAD Database™, contact: salesinfo@sorensonforensics.com.


IceWEB Launches Unified Storage Appliance Aimed at SMB Market

Image representing IceWEB as depicted in Crunc...

IceWEB Inc. today launched the IceWEB 1000, a Unified Storage Appliance targeted primarily at the Small to Medium Business market. The IceWEB 1000 meets the ever-escalating storage needs of small-sized businesses whose data storage requires professional level solutions with complete protection and reliability.

The IceWEB 1000 comes with IceWEB’s unique automated setup application – the FindIceWeb plug and play utility, which enables a small business person to set up their IceWEB 1000 on their network in just a few minutes. With the benefit of the IceSTORM™ operating system providing all the management and application software capabilities needed to support cloud and virtual computing needs, any business that keeps electronic records is covered.

According to the Small Business Administration there were 27 million home-based businesses as of the end of 2011 and it is expected that 50%-60% employment going forward will be derived from this sector.

“The IceWEB 1000 is the first true unified storage product for small businesses, giving them a simple and painless way to garner professional level solutions for cloud and virtual storage needs. They need this level of storage for a whole host of reasons, but they have been intimidated by high prices and great complexity. We’ve solved both of those for them. For a free live demo, they can call us at 866-239-0470!” stated Rob Howe.

“This launch concurrently addresses the Company’s mission to grow our business by targeting untapped markets while we continue to forge ahead with our marketing strategies for our other product suites in the government, education, medical and commercial markets,” Howe concluded.


Cloud Expo Silicon Valley: From Desktop to Private and Public PaaS

You have heard how important avoiding vendor lock-in has become when thinking about hosting your applications in the cloud.
In his session at the 11th International Cloud Expo, Steven Citron-Pousty, Developer Advocate and OpenShift Product Marketing Manager at Red Hat, will show you how easy avoiding vendor lock-in can be. Using a Java application running locally on a traditional laptop dev environment, he’ll move the development and runtime of the application to a public PaaS, and then to a private PaaS. All without modifying application code or the development tools we started with.

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The Role of Open Source in Cloud Computing Innovation

Open source software stacks offer a huge amount of customization so the cloud being built does what is expected – and without huge licensing fees.
A recent article on GigaOm.com asks, “How can open-source cloud management tools like Eucalyptus, CloudStack and OpenStack impact the adoption of cloud technology?”
Lowering the barrier to entry
Most organizations adopt cloud to optimize their IT investment, to improve existing services or to support new business and service models, according to the article. In this scenario, open-source lowers the barriers for new organizations to build their private cloud.
Facilitating custom clouds
Many organizations appreciate that open source allows great customization to meet individual requirements. They can build a differentiated cloud service to meet customers needs.
Open-source clouds beget more clouds
Open source also encourages and supports innovation in the development of new cloud products.
User-supplier collaboration makes a better cloud
Collaboration between technology providers and users is a huge advantage in the open source arena. In open source projects, the project roadmap is driven by user needs. That means features will meet real end-user expectations.

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Workday to IPO Next Week

Workday, the cloud-based HR start-up co-founded by ex-PeopleSoft executives David Duffield and Aneel Bhusri, who vamoosed after Oracle acquired PeopleSoft in a hostile takeover in 2005, is set to go public next Friday.
It means to sell 22.75 million Class A shares for between $21 and $24 each. Using the mid-point between those two theoretical prices it would raise $512 million and be valued at $3.85 billion. It won’t finally price until October 11.

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Address Your Unique Big Data Challenge

As I’ve recently written, people are throwing around the term Big Data as if they’re speaking of duct tape—you can use it here, you can use it there, you can use it anywhere.

This promiscuous use of the term has led to some amusing “findings” in today’s headlines—eg, “60% of companies expect to invest in Big Data dramatically within three years” while at the same time “85% of Fortune 500 companies unable to leverage Big Data for competitive advantage.”

The latter quote is from Gartner, so is easily discounted—besides, there should be an automatic penalty of having to watch The View on a continuous loop for a year whenever one utters the phrase “leverage for competitive advantage.” The first of the two quotes is one of those wildly general, unfocused nonsense predictions that mean nothing. The use of the word “expect” makes it even less convincing.

So how do we restore some order here? Perhaps a little checklist can help.

Are you considering Big Data for a project, an initiative, or a makeover?
Are you with a Fortune 500 or similarly large company?
Is your data new and unstructured? How much do you know about Hadoop?
Is your data traditional and structured? How much of it do you have?
Are you allowed to go outside the company for public-cloud instances? (See New York Times and its creation of 11 million pdfs during one large public-cloud session.)
How many of your current vendors are touting cloud computing? How many are touting Big Data? How many of them did so at your prompting, rather than theirs?
What’s your timeframe?
What’s your budget for using new resources, even if they’re rented, cloud resources?
Why are you considering Big Data in the first place? Have you seen an answer to a longstanding problem, or are you just reading too many articles about it?

I think it’s fair to say Big Data can run anywhere from a gigabyte on up, depending on the size of your organization, your problem, and your previous ability to solve your problem. This statement may sound horrifying, as Big Data has until recently been the province of people who work with hundreds of terabytes and dozens of petabytes.

Facebook claims 100 petabytes (ie, 100 million gigabytes) in its Hadoop-driven repository—the mind boggles at the uselessness of that information for anything other than hawking targeted potpourri. You will likely have much less data, but perhaps at least as serious a use for it.

In any case, I never trust predictions of “60% of this” or “85% of that” or whatnot. We are all as unique as the challenges we face. We can perhaps validate our concerns by reading of other people’s problems and solutions, but can only learn about working this stuff best by doing it on our own, whether we’re part of the 60 percent, the 85 percent, the 99 percent, or the 1 percent.

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Autodesk Acquires HSMWorks Technology

Autodesk Inc. has acquired certain assets of HSMWorks Aps, a developer of computer aided manufacturing (CAM) software. Through the acquisition of the HSMWorks technology, Autodesk will add software to control machine tools and related machinery to its portfolio of software for manufacturing. Terms of the transaction were not disclosed.

“The acquisition of the HSMWorks technology brings machining expertise and next-generation CAM technology to the world’s most comprehensive portfolio of manufacturing software,” said Buzz Kross, Autodesk senior vice president, design, simulation and lifecycle products. “Autodesk has a long history of making design and engineering technology more accessible, and we look forward to bringing HSMWorks’ CAM technology to a broader group of users.”

Autodesk intends to integrate the HSMWorks technology with its industry leading software and cloud services for manufacturing, and will make current HSMWorks products available for purchase and HSMXpress available as a free download. Existing SolidWorks customers using HSMWorks will continue to receive support and product updates. HSMWorks Aps is based in Copenhagen, Denmark.


Oracle Going Up Against Amazon with New Cloud Offerings

Oracle’s Larry Ellison once called cloud computing “Complete gibberish” but now Oracle is fully in the Cloud game with new announcements, which BusinessInsider covered in a story over the weekend.

There are two versions of Oracle’s new IaaS cloud. One is a “public cloud” similar to the kind of clouds offered by Amazon, Rackspace, HP, and others, where the hardware is located in Oracle’s data centers. It includes compute services and storage services, Ellison said.

The second is the so-called Oracle Private cloud, where a replica of Oracle’s public cloud is put in the customer’s own data center. Oracle would still own the hardware and be responsible for running it, securing it and updating it

Read the article.


The cloud news categorized.