Archive for Październik, 2011

Opinion: Three steps to better contact centre management

By admin, 6 października, 2011, No Comment

By Karl Reed of Elingo

Communication technologies have the power to dramatically shape company performance, and if the bottom line is shaky there’s little doubt the contact centre can make a positive contribution to turning things around.

But within this context, many decision makers get caught in the tactic trap – changing and re-changing various elements of the contact centre structure in the hope of better results. The hard reality is that you can change as many specific elements within the centre as you want, but if your organisation hasn’t come to terms with the three strategic keys pillars that define successful use of modern communication technologies, you’re unlikely to come out on the right side of the equation.

The formula is deceptively simple: Get the right people in place, empower them with the best system possible and then train them on how to use it.
Get the right people in place

The right management skills are essential if the contact centre is going to be a true business asset. Here we’re talking about in-depth knowledge and experience of the contact centre environment itself, rather than people and management skills. Companies often prioritise strong general management skills when sourcing talent, but a contact centre will only reach its full potential if it’s run by a management team with proven skills at developing and implementing organisational communication strategies and technologies. Before anyone even thinks about the centre itself and the technologies involved, the right managers must be in place.

Empower them with the best system possible

Yes, all technology vendors claim that their tools are market leaders, and every brand claims a similar mix of features and business benefits. But brush the marketing hype aside and pay attention to system singularity – this is the defining factor when it comes to assessing communication technologies.

If the system features proprietary hardware and uses multiple engines to achieve its functionality, your organisation is heading in the wrong direction. Take reporting, for example. If distinct engines are required to report on phone records, quality management and agent turnaround times, the overlaps inherent in the structure seriously undermine its integrity. Not only does reporting suffer in terms of accuracy – it also requires far too much interpretive effort on behalf of the reader.

In contrast, market leading communication systems feature a unified, integrated architecture powered by a single engine. This kind of singular structure – which is also very open and therefore easy to integrate with existing technologies – allows decision makers to tap into a live reporting feed covering the whole organisation, or any of its constituent parts, and to make decisions accordingly. Presuming you have the appropriate skills in place, only a singular system of this type will ensure your managers are supported by the right tools as they go about their work.

Train, train and train again

Such is the rate of change in the industry that even the most experienced and knowledgeable decision makers require ongoing training in system use and management. Don’t make the mistake of thinking training is only something that applies to centre agents and their line managers. If anyone on the contact centre team has fallen-off in their training a critical mistake is occurring, fuelled by the assumption that today’s knowledge will equip you for tomorrow’s challenges. Training must be a pervasive contact centre culture. It’s as simple as that.

RDB Consulting sees positive CRM survey results

By admin, 6 października, 2011, No Comment

Business clients are demanding higher levels of service, and the increasingly popular outsourcing model enables them to easily change service providers if they feel they are not getting the value they deserve. For outsourcing providers, Customer Relationship Management (CRM) underpins the success of their business model, since the ability to understand the needs of their clients and whether they are happy or not is key to retaining their business and continuing profitability.

The starting point of such understanding requires interaction with clients, often in the form of surveys which provide vital information that allows outsourcers to measure their value in the eyes of their clients. Surveys can also help service providers gain an understanding of what they are doing right, and more importantly where they are going wrong, providing a solid basis from which the outsourcer can improve service delivery, client retention and profitability.

However, notes Jaroslav Cerny, CEO at RDB Consulting, clients are often reluctant to fill out surveys, therefore the data obtained from such an initiative may be incomplete or inconclusive due to a lack of response.

“Surveys are often seen as invasive as they tend to be time consuming to complete and include a lot of irrelevant detail. To counter this, we have developed a very short survey containing only four questions, which takes a matter of minutes to complete and highlights the important facts about our service delivery from the client’s perspective. We deliver this survey in person to each of our clients to personalise the experience and ensure higher response levels,” he explains.

RDB Consulting’s innovative service delivery questionnaire is based on years of experience at understanding what is important to the client. It has been designed to obtain the facts that RDB Consulting needs to know about their clients to improve their service levels and cross or up sell, without taking up more than is necessary of their clients’ valuable time. The survey delivers measurable responses which provide specific points that can be actioned to improve service. It also allows the outsourcing provider to measure the performance of specific consultants to ensure consistency of service delivery across various resources.

Says Jennifer Mbesa, Office Manager at RDB Consulting, “We have obtained a very good response to the survey from our clients over the past four years since we adopted this survey model. Part of our high success rate is due to the fact that our survey is short and to the point, requiring only a few minutes to complete. By analysing the results we obtain, we are able to understand what we need to do to keep our clients happy, manage our clients’ expectations, and streamline our processes to deliver continuous service delivery improvements.”

“For our contractual clients, the fact that we conduct this short survey on an annual basis provides them with peace of mind, knowing that they have a regular means of communication with us to ensure we are meeting their anticipated levels of service and Service Level Agreement (SLA) targets. It also allows us to find out what the future needs of our clients may be, so that we can gear up for this in advance,” he adds.

Managing client relationships and ensuring consistently high levels of service delivery are of the utmost importance in the modern, highly competitive business world, particularly for outsourced providers. RDB Consulting’s annual Service Delivery Survey illustrates the company’s commitment delivering true, lasting and constantly improved client service across the board.

Annual SA Cyber Crime Conference to take place in November

By admin, 6 października, 2011, No Comment

The conference, which will take place at the Institute for Security Studies (ISS) in Cape Town is hosted by Snail Attorneys and, and will detail various topics relating to cyber criminal activities as well as law regarding the information, communications and technology (ICT) sector.

Other topics include:

  • Cyber Crime – Investigation , Prosecution and legislation
  • E-Evidence
  • Electronic procedures pertaining to discovery
  • Cyber Security and Cyber Crime, cyber forensics
  • EU Convention on Cyberbrime
  • Privacy and the protection of personal information
  • Cyber Forensics and prevention of cybercrime

The conference target audience includes:

  • Directors (executive and non-executive, CEOs and FDs) – to discharge their legal duties and direct the course of the organisation
  • CAEs, auditors and assurance providers (internal and external) – to audit and provide assurance regards ICT
  • CROs and Risk Managers – to address ICT legal risks, CIOs and ICT Managers – to manage ICT
  • ICT Operators – to ensure that ICT operates and ICT Security officers – to secure ICT
  • Information (protection) officers – to balance access to information and protection of personal information
  • ICT Governance officers and specialists – to govern ICT and Compliance officers – to effectively comply with ICT laws
  • Consultants – to advise and provide solutions on ICT related issues
  • Legal advisors (corporate lawyers or in-house lawyers) – to provide good legal advice on ICT issues
  • Attorneys and advocates – to provide good legal advice on ICT issues
  • Law enforcement agencies – to enforce ICT law and Judges Magistrates –to be up-to-date
  • Fraud Investigators, Anti-Fraud Managers, and Anti-fraud specialists – to know ICT law
  • Local Government & Government Agencies and Academics and Prosecutors

There will also be a host of confirmed speakers, including:

  • Dr. Maicibi Nok Alhas  (co-chair) – Head of Research & Policy Development of Cyber Crime Forensics Centre and The General secretary of ACCP,Kampala
  • Annette Heubschle (co-chair) – ISS Research Associate & Doctoral candidate at Max Planck Institute for the Study of Societies’. ( RSA / Germany )
  • Dr Khomotso Kganyago – Chief SecurityAdvisor,Microsoft (RSA)
  • Professor Frans Marx – Private Law, Nelson Mandela Metropolitan University (RSA)
  • Professor Dana van der Merwe – Keynote Speaker – Criminal and Procedural Law,UNISA (RSA)
  • Dr Towela Nyirenda Jere – Programmes Manager, e-Africa Programme , NEPAD
  • Adv Jacqueline Fick – Advocate at PwC Consulting,(RSA)
  • Mr Saidi M. Kaunde – State Attorney, National Prosecution Services (Tanzania)
  • Mr Seger Alexander – Keynote Speaker – Council of Europe – Head of Cybercrime Division
  • Mr Sizwe Lindelo Snail (co-chair) – Snail Attorneys @ Law,South Africa Chair (AILCC) – International Liason – (ACCP) – Kampala
  • Mr Danny Mybhurg – Managing Director,Cyanre (RSA)
  • Ms Riana Smalberger – Head of Digital Forensics Lab, Decision Intelligence International (RSA)
  • MR Paul Louw – Deputy Director, Public Prosecutions, National Prosecuting Authority (RSA)
  • Mr Charles Goredema (ISS) – Institute for Security Studies, Cape Town

The registration fee for single delegates is R5000 ($600 or 400 Euro), though there is a special “early bird” price for those that register before October 15, which is R4500 ($550 or 350 Euro).

Discount for large groups as well as students with valid student cards are available on request.

Huge Telecom provides telecoms training centre

By admin, 6 października, 2011, No Comment

Says Huge Telecom’s CEO, James Herbst, “We’ve found that there is a definite skills shortage in SA as far as telecoms professionals are concerned. Tertiary institutions do not fully equip students for the type of work required in the real world and so we’ve needed to fill that gap.”

Herbst echoes the views of Oupa Mopaki, CEO of the MICT Seta, who urged companies to make an effort in the development of graduates when he addressed last year’s graduation ceremony of the then ISSET Seta. “ICT, just like medicine and law, should know that university graduates are not skilled enough to join the workforce upon graduating,” Mopaki said.

Huge Telecom is one of only three telecommunications companies in South Africa accredited by the MICT Seta to provide such training and joins the ranks of Telkom and Neotel in its endeavor to develop the skills base within the South African telecommunication industry.

Rajen Pillay, Managing Director of Huge Telecom’s Business Support division, says that the training will produce well rounded professionals who have both a firm understanding of telecommunications in general, as well as the specific technical skills required in the industry.

“Traditionally companies have provided in-house training to their technical staff which gives a very specific and limited understanding and isn’t readily transferable to other companies. Our aim is to give students a broad understanding of the industry and telecommunications protocols and then build their technical competencies from this solid foundation,” explains Jayanth Rajdeo, who heads up Huge Telecom’s training centre.

Huge Telecom’s training includes everything from Telephony Signaling, to Billing Services, Voice Security, Media Codecs and Gateway Control Protocols and will be aimed at both those with previous experience and those without.

“Going through the rigorous accreditation process with MICT Seta means that those who competently complete the course will have a formal credential behind them, based on a standardised and accredited system,” says Huge Telecom’s HR Manager, Anna Karovsky. “Employers can take assurance from the standardised measurement and students can also use these credentials when studying further,” she explains.

Herbst says that the accreditation is the result of many months of hard work and that the benefits to the company are numerous, “In addition to being able to build valuable skills in our country and ensure a strong supply of technical capacity going forward, we have also managed to document a decade and a half’s worth of valuable intellectual property which up until now has only been in the heads of our staff.”

Moving to cloud computing is underway – RIM

By admin, 6 października, 2011, No Comment

That’s according to Robyn Milham, Head of Enterprise Sales for Southern Africa at Research In Motion (RIM), the company behind the BlackBerry solution. She says enterprise users especially are adopting the cloud as a way to drive down IT operations costs, improve the resilience and flexibility of their IT infrastructures and ensure that their users have access to mission-critical data applications and data wherever they are.

Research from IDC indicates that 63% of South African companies have already started moving some applications to the cloud or plan to do so soon.

“The technology behind cloud computing is not completely new,” says Milham. “RIM has used a cloud-like infrastructure for more than 10 years to deliver services such as push email and BBM (BlackBerry Messenger) to BlackBerry smartphone subscribers. But we are now seeing more applications move to the cloud as the mobile network infrastructure improves and businesses become more reliant on a range of mobile business applications.”

RIM is building on its expertise in cloud services by taking its product portfolio to the cloud with plans to build solutions and services for everything from enterprise mobility management to payments and credentials, she adds.

RIM launched three new cloud-based services to help businesses of all sizes to secure, manage and control BlackBerry smartphones in the cloud.

These include BlackBerry Protect which helps individuals or small office/home office users to secure and protect their smartphones; BlackBerry Management Center, which gives companies the ability to centrally manage and secure BlackBerry smartphones; and a cloud-based version of the BlackBerry Enterprise Service, which enables enterprise customers to deploy and manage BlackBerry smartphones in the cloud.

RIM is also working with partners such as Microsoft to align its solutions with their cloud-based services. For example, RIM and Microsoft have signed an agreement to make hosted BlackBerry Enterprise Service available for Microsoft Office 365, the cloud version of the Microsoft productivity suite.

Milham says that bandwidth constraints mean that mobile cloud services need to be highly efficient and optimised, which is an area of strength for RIM. RIM’s DataSmart technology - which enables BlackBerry smartphones to consume data far more efficiently than other platforms – will be a key advantage as users migrate to the cloud. BlackBerry smartphones can provide up to four times as much email and twice the Web browsing and social networking for the same amount of data as other leading smartphones.

Micro franchising the way for micro enterprises says Standard Bank

By admin, 6 października, 2011, No Comment

“The three key aspects of a franchisable business are that it can be easily branded, it’s replicable, and it can be systematised,” says Standard Bank director of Corporate Social Investment, Nomsa Masuku. “Being easily branded takes a great deal of the sweat out of finding a market, which is a huge problem for any business but especially so for a micro enterprise, where resources are more than usually limited.

“Being replicable means that you as the franchisee benefit from the success of the original business. You don’t have to worry about starting with product development and marketing from scratch. This reduces the risk of the business failing.

“And, being able to systematise the business means that the micro entrepreneur can succeed simply by following proven processes. Most micro enterprises don’t have systems and processes at all – which is one of the reasons so many of them fail.

“So, because the business opportunity pretty much comes ready packaged, we believe that franchising as a concept offers micro enterprises a very good chance of succeeding.’

Karin Mathebula, CEO of Tutuwa Community Investment Fund, a micro finance initiative of Standard Bank, that provides unsecured loans to established informal businesses, agrees. “A micro franchise business comes with a built-in training process as well as know-how about the way the specific business should be run. It also comes with a process for filtering candidates so that the most appropriate and resilient people win and operate the business.

“All of which is good for micro financers like us, because it gives us the means to more accurately assess the likelihood of the franchisee putting the funds we lend to good use and being able repay loans.”

However, there’s a way to go yet before micro franchising becomes a viable way of bringing marginalised and underprivileged entrepreneurs into the mainstream economy.

“One of the biggest difficulties is identifying micro businesses that can be developed into franchisable opportunities,” Nomsa Masuku says. “We’ve just gone through that process, with the University of Cape Town, and were able to bring to the MicroFranchising Trade and Workshops event, held at the end of August, 14 business concepts from different provinces that we believed were franchisable.

“What that exercise taught us is that identifying franchisable concepts is not just a matter of finding entrepreneurs. To find the right kind of entrepreneurs and the right ideas, you have to have a conversation with communities. You have to get involved in asset based community development.

“That’s because micro franchises thrive better if they serve a particular need within their communities and if they understand the resources that are available to them in those communities. This means getting communities and the potential entrepreneurs in them to focus not on what they need but on what they already have that can be commercialised.

“Once that’s done, you need an independent ecosystem of support that can help convert the idea not only into a viable commercial operation but also turn it into a franchise.

“Such a support structure would include but not be limited to finding funding. Someone must have those upfront discussions with communities. Enterprise development training has to be provided – before the business becomes viable. And the whole branding, replication, and systematisation process would have to take place.

“So, what needs to happen first is the creation and formalisation of the support ecosystem, to ensure that micro franchisors and franchisees succeed from the outset and don’t flounder in a sea of potential that they can’t turn into practical reality on their own.”

Hitachi Data Systems plans to acquire Shoden Data Systems

By admin, 6 października, 2011, No Comment

The acquisition is subject to approval from the South African Competition Commission and other relevant competition authorities in the African countries in which Hitachi Data Systems and Shoden conduct operations.

Hitachi Data Systems has enjoyed a successful 11 year partnership with Shoden, and Shoden’s growth over that time period has enabled it to capture a significant share of the rapidly growing South African enterprise data storage market. Headquartered in Johannesburg, Shoden has also established subsidiaries in the UK and in Nigeria, Ghana, Kenya, Uganda and Tanzania as part of its continued expansion in sub-Saharan Africa. The proposed acquisition by Hitachi Data Systems will form a key element of the company’s growth strategy throughout Africa. According to data from the International Monetary Fund (IMF), 7 of the top 10 fastest growing economies from 2011 – 2015 will be in Africa. The addition of Shoden will enable Hitachi Data Systems to better serve its growing customer base throughout the region by continuing to help customers reduce costs, carry out business innovation initiatives, improve service levels and deploy new applications and technologies more quickly and efficiently.

As part of Hitachi Data Systems, Shoden would remain committed to its mission of providing “the data center advantage” to customers by understanding their business challenges and implementing optimized IT solutions coupled with excellent service and support. Shoden designs, provisions, deploys and supports products and technologies that simplify and optimize data center environments to many enterprise customers in the region, including major banks, telecommunication companies and retail companies.

In addition, Shoden has embraced and been a dedicated supporter of Broad-Based Black Economic Empowerment (B-BBEE), in particular through its relationship with Tactical Software Systems (TSS), an IT company that provides business solutions for commercial and public enterprises in South Africa. Hitachi Data Systems intends to continue this relationship with TSS and is committed to building on the company’s adoption of the B-BBEE framework should the competition authorities approve the proposed acquisition. B-BBEE is an economic empowerment initiative enacted by the South African government to help bring equality to the nation’s economy by broadening the economic base of the country, and through this, stimulating further economic growth and creating employment.

“Our proposed acquisition of Shoden is the natural next step in a relationship that has blossomed throughout the years,” said Niels Svenningsen, senior vice president and general manager, Hitachi Data Systems EMEA. “Shoden has achieved great success and leadership in South Africa, creating a strong customer base and building a skilled and motivated team. We share the same values and commitment to excellence and innovation. Together, as a united company, we are committed to continuing the outstanding support given to all of our customers and to continue to grow across Africa.”

“We are very excited about the prospect of joining the Hitachi Data Systems family,” said Marc Trevenen, managing director, Shoden Data Systems. “We are proud of the proven expertise, reputation and local knowledge that we have developed over the past 11 years. The strength of Hitachi Data Systems solutions has been an integral part of this journey. Joining forces with Hitachi Data Systems would be a win-win situation for our employees, our partners and our customers, and will enable our organization to continue to develop and prosper.”

Dell Force10 achieve Oracle validated integration

By admin, 6 października, 2011, No Comment

Dell, a Platinum level member of Oracle Partner Network (OPN), yesterday announced it is the first networking provider to have achieved Oracle Validated Integration with its Dell Force10 open automation plug-in for Oracle Enterprise Manager 12c designed to provide deeper visibility into the networking stack for both physical and virtual infrastructure. Oracle Enterprise Manager 12c makes it easy for partners to leverage their investment in building management capabilities for non-Oracle technologies. Through automatic conversion tools for plug-ins, partners can convert previously-built plug-ins and connectors to the latest version of Oracle Enterprise Manager and have these plug-ins or connectors validated through the Oracle Validated Integration program. To achieve Oracle Validated Integration, Oracle requires that partners meet a stringent set of requirements that are based on the needs and priorities of the customers. Announced today, Oracle has updated the Oracle Validated Integration program to enable partners to test and validate plug-ins and connectors with Oracle Enterprise Manager 12c. Available through the Oracle PartnerNetwork, Oracle Validated Integration gives customers confidence that integrations between Oracle Enterprise Manager and complementary partner solutions have been validated to work together as designed. This can help reduce risk, improve system implementation cycles, and provide for smoother upgrades and simpler maintenance.

“Achieving Oracle Validated Integration with Oracle Enterprise Manager 12c shows tremendous momentum for Dell Force10 and our Open Automation framework,” said Dario Zamarian, vice president and general manager, Dell Networking. “This type of industry-leading integration helps our customers simplify management and bridge the silos between networking and compute, whether in clouds or traditional data centres.”“Having the Dell Force10 networking stack managed by Oracle Enterprise Manager 12c provides our mutual customers with a complete application to disk and cloud management solution that extends visibility deep into the networking stack,” said Sushil Kumar, vice president Product Strategy and Business Development, Oracle. “Customers and partners benefit from the Oracle Validated Integration because they can streamline their IT operations and proactively monitor application performance using one management console for full stack, traditional and cloud-based deployments.”

Defense technology filters down to consumers

By admin, 6 października, 2011, No Comment

If you think the use of defense technology is limited to those who wield weapons; think again. Did you know that the internet, used daily by almost every inhabitant in the developed world started out as the military’s Arpanet? The handy navigational GPS in our cars stemmed from defense technology, and our cell phones rely on satellite technology which drives voice and data communication. Robotics is applied to great effect in manufacturing and orthopaedics. And even missile technology has been applied to the sporting world of cricket. Yes, hawk-eye technology has changed the way we see the game through trajectory and positioning, and ultimately how to call the shots.

Innovation = invention + exploitation

Innovation is the key to new industries, more jobs, growth. It is innovation that in fact calls the shots to future progress. In South Africa we have one missile and UAV business, Denel Dynamics, touted as a national strategic asset because of its high level of expertise in advanced systems technology.

“It is an engineering world in one company,” says young achiever, Thendo Managa who is the Marketing Executive for Engineering Services, and the Chairperson of the Denel Dynamics Youth Forum (DDYF). He recently made a presentation on the spin-offs of defence technology when you align them to the RSA national objectives.

‘Engineers are not born, engineers are made’

Innovative ideas must be implemented, they must be useful and they must attract new markets and users. One of the great sources of innovation lies within a country’s engineers and scientists. One of the Programme Managers for Denel’s Rooivalk attack helicopter project, Kobus Meiring headed up Optimal Energy. He was also the project manager for the South African Large Telescope (Salt) and has achieved great progress with his electrically powered Joule car.

Denel Dynamics is the incubation hub for developing high tech engineers. From optical engineering to structural, thermal and fluid analysis; from aeronautical, software and digital engineering to mechanical design, power electronics and control systems; scarce skills development is a top level activity within the company. It is one of the few organizations that provide training from concept to product through its Engineering Academy of Learning.  It is not an internship; but rather interns are trained to provide business solutions. Every job in Denel Dynamics creates an additional four more jobs outside in the RSA economy.

“The spin-offs are valuable, but it all has to start with technology advancement. It is crucial to the security and defence of South Africa,” says Managa. “When we hit a breakthrough with a new technology there is a lengthy ‘cradle to grave’ engineering life cycle where we can re-brand, upgrade and apply this technology over many years until a point when new products through new technology are required. It is a continuous cycle of innovation.”

Space and beyond

Denel Dynamics has been evaluated as a company with capabilities – one of the few in the country that can contribute technologically to an RSA National Space Programme, said Managa. “We have been invited to be part of the discussions regarding Space in South Africa. It is our view that space-sized problems will require the capabilities of many types of companies pulling together to come up with solutions.”

Innovation affects all spheres of our business lives. It stretches way beyond Denel Dynamics’ ‘rocket scientists’. Every great improvement runs out of gas at some point; reaching a point of diminishing returns. Quite simply, South Africa has no choice but to stay ahead for progress.

POCiT provides easy bill payment system

By admin, 6 października, 2011, No Comment

POCiT, a pioneering South African mobile payment company, South Africans’ lives have been made easier as they can now pay their bills immediately on their cellphones. A leader in its field POCiT has partnered with Munsoft, a service provider of Financial & Billing Systems to Local Government. This System controls all aspects of Municipalities’ Income and Expenditure, including the distribution of over a million statements every month. Munsoft serves 35 municipalities equally spread between Limpopo, KwaZulu Natal and Mpumalanga.

With the wide reach of mobile phones in South Africa, Munsoft has moved to sending out monthly statements via cellphone and the partnership with POCiT closes the payment loop by providing customers with the option to pay their municipal bill immediately via their cellphones.

“A key advantage of mobile bill presentment and payment is that it reduces admin and helps ensure that people don’t default simply because they either don’t know how much to pay or lack the ability to pay immediately from where they are,” says POCiT MD David Reynders.

He says for municipalities POCiT’s partnership with Munsoft is ideal. According to reports, South African municipalities are owed about R70-billion in unpaid bills due to inefficient billing and collection mechanisms and ratepayers paying late. POCiT and Munsoft alleviate the problem by enabling ratepayers to view their municipal bills on their cellphones but pay them immediately from their bank account. With POCiT it does not matter which bank, cellphone network or model of phone a person has. Anyone can make a payment using POCiT. This means municipalities can offer this convenient payment option to all their ratepayers and in turn, enjoy the benefit of increased speed of collections.

“A key benefit to municipalities is the reduced operational costs,” says Peter Balt, Munsoft CEO. He says that doing away with paper statements, sending bills to ratepayers on their cellphones and closing the mobile payment loop with POCiT, will go a long away in increasing collections and decreasing the cost of revenue collection. “Any little step in this direction will benefit everyone in South Africa,” he adds.

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