Application Portfolio Optimization (APO) provides executives with tools and information to assess the quality and condition of application assets as well as a means for understanding the impact of proposed application changes.

Businesses must become agile and provide differentiated service as customer demands and expectations change. Moving beyond simple phone transactions, customers are taking matters into their own hands and turning to their peers, the web and social media to find answers. Contact centers play a major role in determining the customer’s perception of a company. Often seen as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that they deliver personalized communications in the channels that customers prefer. Businesses should use cloud technology to add multichannel tools and support growing demand for chat, social, SMS and video.

Marketing today is real-time, always-on, pervasive, and constant—but following these 5 simple rules guarantees that you’ll stand out from the crowd.

For banks, mining data from social media can be a significant way to gain insights into customer mindsets and behavior, but effectively and accurately capturing and processing this unstructured data to gain useful customer insight requires sophisticated tools and advanced analytics.

Forget spreadsheets. Organizations that are winning in this down economy are using automated analytical tools to take a more scientific approach to decision making through observation, experimentation and measurement to improve their business processes.

This paper will outline the value and methods involved in data mining across both quantitative and qualitative data. In addition, it will describe the data transformations necessary before doing such work, and the tools that are particularly valuable for mining mixed data types.

Big Data is not a new problem. Companies have always stored large amounts of data—structured like databases, unstructured like documents—in multiple repositories across the enterprise. The most important aspect of big data is not how big it is, or where it should be stored, or how it should be accessed. It’s the efficacy of business intelligence tools to plumb its depths for patterns and trends, to derive insight from it that will give companies competitive advantage in an increasingly challenging business climate. Visualization allows companies to analyze big data in real-time across a variety of sources in order to make better business decisions.

Learn how mining data from social media can be a significant way for your bank to gain insights into customer mindsets and behavior by using advanced analytics tools from IBM

Contact centers play a major role in determining the customer’s perception of a company. Often seen as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that they deliver personalized communications in the channels that customers prefer. Businesses should use cloud technology to add multichannel tools and support growing demand for chat, social, SMS and video. Cloud solutions allow contact centers to gain access to new technology capabilities and channels on demand with the ability to scale up quickly. They offer the best technology innovation as well as the ability to scale agents up and down as business needs change. This whitepaper provides background on cloud contact centers, their advantages and the essential considerations for selecting a vendor.

Businesses must become agile and provide differentiated service as customer demands and expectations change. Moving beyond simple phone transactions, customers are taking matters into their own hands and turning to their peers, the web and social media to find answers. Contact centers play a major role in determining the customer’s perception of a company. Often seen as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that they deliver personalized communications in the channels that customers prefer. Businesses should use cloud technology to add multichannel tools and support growing demand for chat, social, SMS and video. Cloud solutions allow contact centers to gain access to new technology capabilities and channels on demand with the ability to scale up quickly. They offer the best technology innovation as well as the ability to scale agents up and down as business needs change. This whitepaper provides background on cloud contact cen

This IDC white paper takes a look at the current state of enterprise email and the perceived and real problems that surround its use. The paper discusses the changing nature of collaboration and work fueled by the social Web by examining current email trends and the emergence of new social collaboration tools. Rather than envision "a world without email," it reveals a future where email converges with social tools and grows into an innovative hybrid productivity tool to help support the new collaborative enterprise.

Businesses must become agile and provide differentiated service as customer demands and expectations change. Moving beyond simple phone transactions, customers are taking matters into their own hands and turning to their peers, the web and social media to find answers. Contact centers play a major role in determining the customer’s perception of a company. Often seen as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that they deliver personalized communications in the channels that customers prefer. Businesses should use cloud technology to add multichannel tools and support growing demand for chat, social, SMS and video