Planning to Upgrade Your IVR? Consider the Choices Between Premise Based and Network Based Solutions.

Elizabeth-Herrell According to the recent Forrester Enterprise And SMB Networks And Telecommunications Survey, North America And Europe, Q1 2009, 32% of the 279 network and telecommunications managers surveyed indicated they planned to upgrade their IVR in the next 12 months. Before a decision is made, companies need to consider their options for upgrading their IVR and compare the differences between premise based and network based voice portals. Voice portals are standard based platforms that support multiple speech or touch tone applications. Forrester’s survey indicates 22% of companies plan to add speech applications this year to improve automation of customer transactions and provide better customer service.

Look For the Solution That Best Fits Your Business

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Cloudmania: Developers Need A Personal Cloud

Mike_Gualtieri_Formal01 Cloud, Private Cloud,     fill in the blank   . Personal Cloud. Don't be surprised if you hear about the Personal Cloud. It is the next natural progression in Cloudmania. Don't get me wrong. I am a fan of Cloud computing as an exciting new deployment option for applications as I said in a previous post.

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Your Thoughts: How Mature Are Cloud Computing Services?

James Staten

Enterprise IT infrastructure & operations professionals have many cloud computing technologies to choose from today, and new solutions seem to appear all the time. What are all these technologies? How do you categorize them? Which are mature and which need a lot of work?

Forrester is kicking off a TechRadar on the topic and wants your input. A Forrester TechRadar attempts to provide clarity about the types of technologies in a given category and plot their maturity today and the pace at which it is improving, as well as the level of business value this type of technology will bring to enterprise IT.

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Improving Customer Service In Tough Economic Times

Chip explains why customer service is an important facet of business to improve during the economic downturn, and details specific ways that companies can improve their customer service without breaking the bank to do so.


Green Storage Has Limited ROI, But Supports Overall Efficiency

AndrewreichmanI care deeply about the environment, certainly more than I care personally about money, so it pains me to say that in most cases, making storage decisions based on power expenditure alone is not rational behavior. The world is driven by economics, and the stark reality is that the cost of power is only a drop in the bucket compared to the amount organizations spend on acquiring and managing their enterprise storage systems. Maybe someday a consumption tax or cap and trade system will tip the balance towards more responsible consumption of non-renewable resources, but in the meantime, the pricing of power (especially in the US) doesn’t give much economic incentive for good behavior. In fact, according to a report Forrester published recently, the amount of money typically spent on electricity to power and cool a TB of storage is only about 1% of the cost of buying that TB of storage (or about 4% of the annualized cost of buying that storage given that you only have to buy the TB once every 3-5 years but you power it every year).

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Podcast: The Use Of Text Analytics To Mine Unstructured Content

Our latest featured podcast is Leslie Owens's "The Use Of Text Analytics To Mine Unstructured Content."

In this podcast, Leslie sheds light on the tools and resources available to analyze and classify “unstructured text,” such as emails or survey documents. These tools could yield solutions to business problems as an add-on for business intelligence tools, or for customer relationship management.

We look forward to your questions and comments.

IBM's CloudBurst Is A Credible Step Forward

James Staten

About six months ago in this blog I accused IBM of “cloud-washing” its solutions and services when it launched its Project Blue Cloud marketing campaign. Its aim with this effort was to lure customer conversations about cloud computing in its direction so it could learn what enterprises wanted from this new technology. IBM has had some legitimate cloud deployments and proofs of concept since then, but just this week announced the first product fruits of that labor.

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BI Mashup Maturity Model? Oxymoron? Au Contraire Mon Frère!

James G. Kobielus By James Kobielus

In one of my recent tweets, I commented that Forrester has developed a maturity model for enterprise adoption of mashup-style, self-service development of business intelligence (BI) applications. Indeed, we have, and it will appear in my forthcoming Forrester report, “Mighty Mashups: Do-It-Yourself Business Intelligence for the New Economy.”

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Forrester IT Forum Keynote: Challenges To CEOs Coming Out Of The Recession

by Tom Pohlmann

Tom-Pohlman Forrester recently hosted our two flagship IT events—IT Forum 2009 in Las Vegas and Berlin.  For those of you who couldn’t attend, I wanted to share one of our keynote presentations by Forrester’s Chairman & CEO George Colony.  George discussed the challenges that will face CEOs coming out of the recession and how IT leaders can step up to the plate and support, and in some cases lead, these efforts.

George outlined the six imperatives that will hit CEOs as follows:

1. Digital will be mandatory:  Move IT to BT.

2. Brand loyalty will decline:  Enable BT to feed social

3. Customers will look very unfamiliar:  Press ahead into new tech – swim in the Y Generation waters

4. The war for people will be intense:  Build attractive internal systems

5. You will sell differently:  Help marketing

6. The way you innovated will die:  Internal tech should enable, not hinder partnerships.

See the full recording of this keynote below:
For more on the subject, please read George’s guest post on The Huffington Post. I’d love to hear your thoughts on how you are engaging with your CEO on these types of initiatives.


Good news for IT folks - server sales are down!

I read on a twitter post recently that according to some recent research by Gartner, server sales are down 24%. And today I saw an article based on some IDC research that in Australia they are down by 39%. In my humble opinion, this is good news for IT leaders in Asia Pacific.

So why is it good news that server sales are down? The way I see it, IT departments are still serving their clients, web sites are not crashing, applications are stable, and generally IT systems in the region are running pretty well. So it seems that IT departments are doing well without all the extra hardware expenses.

The economic downturn has been a good thing for IT leaders. They have been forced to look for new ways of doing things - they have challenged the accepted wisdom. And they have continued to deliver what the business requires and have not had to buy a new piece of equipment every time they want to implement a new capability within the business. IT departments are now being given the license they have been asking for to consolidate systems across business units, departments and/or applications. Virtualisation, SaaS, cloud computing, SOA and many other technologies or technology-assisted services have come to the fore to allow IT departments to continue to deliver on the their requirements.

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