Archive for Czerwiec, 2012

WD enters wireless home networking market, ushers in new era of blazing fast HD entertainment streaming

By admin, 16 czerwca, 2012, No Comment

My Net Family of Dual-Band Routers with Exclusive FasTrack Technology Accelerate Video and Games using Intelligent, Real-time Entertainment Prioritization

 Western Digital has unveiled its first line of wireless home networking products, designed specifically to accelerate movies, video and gaming, delivering a premium high-definition entertainment experience. With the My Net family of powerful and easy-to-use home networking products, WD debuts its exclusive FasTrack technology that instantly detects entertainment traffic on the network and fast-forwards it to gaming consoles, media players, smart TVs, tablets, smartphones, computers and other Wi-Fi connected devices.

“With so many people within the home simultaneously watching movies, playing games and browsing the Web via their iPad, iPhone, Xbox and other devices, the network demands placed on todays connected home has grown exponentially,” states Jim Welsh, executive vice president for WD’s branded products and consumer electronics groups. “Our successes in creating Connected Home solutions with our WD TV media players and personal cloud products have given us valuable insights into the network-overload problems of  home wireless users, and entering the wireless home networking market offers WD an exciting opportunity to strengthen our Connected Home offerings that are aimed at enhancing the home entertainment experience for consumers.”

 Adds Anamika Budree, Western Digital Country Manager – South Africa: “The local market is ready for this range of networking products where the requirement to improve speed and performance is most apparent.  Although we have additional bandwidth due to the connectivity of undersea cables, South African broadband users are still lagging in high speed Internet connectivity.  WD’s entry into the networking space is complementing its exiting range of home entertainment product with technology that provides an enhanced entertainment experience.”

Accelerated Entertainment

With the industry’s only full line of HD dual-band wireless N routers, My Net users can fully enjoy the new age of home entertainment with movie and TV subscription services. WD’s exclusive FasTrack optimisation technology intelligently and automatically prioritises Internet favorites like Netflix, Hulu Plus, VUDU, YouTube, Xbox LIVE, Skype and others, to create a smooth streaming experience in up to Full-HD 1080p quality. By using real-time analysis to maximise bandwidth for entertainment services, My Net routers provide a premium entertainment experience on any screen in the home that is connected to the router.

 Streamlined Setup and Ease-of-Use

The sleek hardware design of the My Net family of routers is complementary to the devices’ friendly and intuitive user interface, which was designed by a veteran team of developers to enable quick router setup  from wireless or wired devices such as iPad and other mobile devices, as well as PCs and Mac computers. The streamlined router setup is designed to make it easy for novice users to be up and running in minutes, while also providing all the customisation tools expert users crave. The included My Net Dashboard makes it easy for users to customise, monitor or change the settings of the network, including setting parental controls, Internet security, guest network access, network name and password, printer and scanner settings, and mapping storage drives, all in one easy view.

 New Combination Router, Personal Cloud and Automatic Wireless Backup

In addition to getting a premium home entertainment experience with My Net routers, customers can centralise storage and backup for all the computers in their home, as well as create a personal cloud for their digital media and remotely access those files anytime, anywhere. Part of the My Net family, My Net N900 Central is WD’s all-in-one N900 router with an integrated 1 TB or 2 TB internal hard drive. Remote access to My Net N900 Central is available on any computer through www.WD2go.com and with WD mobile apps for iPad, iPhone, iPod touch or Android smartphones and tablets.

In addition to keeping content safe at home and always accessible while away from home, users can rely on My Net N900 Central for automatic wireless backup with the included WD SmartWare software for Windows, while Mac users can utilize all the features of Apple Time Machine backup software. Additionally, any WD external hard drive with SmartWare software can connect directly to a My Net router to wirelessly backup all PC computers in the home.

 

 My Net Router Family

  • My Net N900 Central – The My Net N900 Central HD dual-band storage router provides accelerated HD streaming plus integrated storage for wireless backup and remote access. With FasTrack Plus optimisation technology, My Net N900 Central delivers high quality, accelerated HD entertainment that is intelligently and automatically prioritized to ensure smooth streaming. The Wireless-N storage router features fast wireless performance with speeds up to 900 Mbps (450 + 450 Mbps on the 2.4 and 5 GHz bands combined), as well as integrated 1TB or 2TB internal storage for automatic wireless backup. My Net N900 Central includes 4 LAN and 1 WLAN Gigabit Ethernet ports for up to 10/100/1000 Mbps wired speeds, 1 USB port for additional storage, printer and media share server use, and range amplifier antennas for extended range. Additionally, My Net N900 Central is Universal Plug and Play (UPnP) and Digital Living Network Alliance (DLNA) certified for easy detection and connection of Wi-Fi devices.
  • My Net N900 – The My Net N900 HD dual-band router also provides a premium entertainment experience for movies, games, video, music, video chat and more. The My Net N900 offers the ultimate performance for all connected devices in the home, even while streaming to multiple devices at the same time. The exclusive FasTrack Plus technology provides intelligent, real-time traffic prioritization for simultaneous HD and 3D media streaming and online gaming. The Wireless-N router features high wireless performance with speeds up to 900 Mbps (450 + 450 Mbps on the 2.4 and 5 Ghz bands combined) and also includes 7 LAN and 1 WLAN Gigabit Ethernet ports for up to 10/100/1000 Mbps wired speeds, 2 USB ports for additional storage, printer and media share server use, and range amplifier antennas for extended range. Additionally, My Net N900 is UPnP and DLNA certified.
  • My Net N750 – The My Net N750 HD dual-band router is optimized to deliver multiple simultaneous  HD media streams on the network, delivering accelerated video to all connected wireless and wired devices. WD’s exclusive FasTrack technology detects entertainment traffic and prioritizes bandwidth on the network to smoothly stream multiple HD movies, shows, games and more to connected devices. The router provides a combined data rate of up to 750 Mbps (300 + 450 Mbps) and features 5 Gigabit Ethernet ports and 2 USB ports.
  • My Net N600 – The My Net N600 HD dual-band router is ideal for simple and fast web surfing and entertainment streaming with FasTrack technology for a smooth HD viewing experience. The router provides and combines data rate of  up to 600 Mbps (300 + 300 Mbps) and features 5 Fast Ethernet ports with 1 USB port.  
  • My Net Switch – My Net Switch is an 8-Port Gigabit home entertainment switch, ideal for instantly expanding your wired connections with super fast Gigabit Ethernet up to 10/100/1000 Mbps.

The range of WD networking products will be available in South Africa in Q4 from resellers and selected retail outlets

Best practices in planning, deploying and operating an effective IT infrastructure

By admin, 16 czerwca, 2012, No Comment

The anticipated 2nd annual IT Infrastructure Africa Summit will take place from 12 to 13 July 2012 at the Westin Hotel in Cape Town, South Africa. Hosted by international business-to-business conferencing company, Kinetic Events, the summit will focus on IT infrastructure challenges facing the African IT industry preventing enterprises within the continent from reaching international standards of first world nations.

Effective IT infrastructure is fast becoming more strategic to an enterprise to completely understand and successfully establish proficient business processes. Rising operational costs along with increasingly complex infrastructure models prevent enterprises from realising the true potential from their IT investments. Reducing IT operational costs is a primary goal as current economic conditions make those cost savings even more important. Comprehensive configuration management can be time-consuming and a costly process as this becomes crucial with the need for asset visibility.

For more information on one of Africa’s biggest IT events or to apply to attend, for comment or photographs, visit www.itinfrastructure.co.za or contact Shaunei Meintjes on +27 21 555 0866 or shaunei@kineticevents.net. Follow @ITLeadersAfrica and @KineticEventsSA on Twitter for daily updates and news feeds.

 

World class IPS display technology from LG used by top pro-gamers

By admin, 14 czerwca, 2012, No Comment

LG provides elite professional gaming team with stunning IPS-driven picture quality and introduces state-of-the-art technology to the gaming community 

 LG Electronics (LG) is proud to announce a sponsorship deal with the top-ranked Incredible Miracle (IM) Team of the Global Starcraft II League (GSL).

The IM Team boasts some of the world’s best GSL gamers, including Jong-hyun Jung (Starcraft II ID: IMMvp) and Jae-duk Im (Starcraft II ID: IMNes Tea). Jung held one of the best records of any GSL gamer last year, picking up big wins at events such as the BlizzCon Invitational, Sony Ericsson GSL (January), MLG Anaheim and the Pepsi GSL, among others. GSL matches are regularly watched by more than two-hundred-thousand people and on average, more than 1.7-million viewers per day tune in to watch big tournaments from nearly every country around the world.

As one of LG’s on-going support initiatives for the gaming community, LG will offer pro-gamers IPS monitors to use in training, providing a more comfortable viewing experience. Reducing eye fatigue is a key factor for gamers who play Role-Playing Games (RPGs) for extended periods of time. The initiative will also offer a range of interactive events to give game fans the opportunity to meet and play special matches with IM Team members at well-known gaming conventions.

“When training, pro-gamers are looking at their monitor for many hours every day,” says Jong-hyun Jung, IM Team’s all-star member. “IPS monitors have color rendering that is extremely good, and the image processing capabilities are perfect for RPGs. LG’s IPS has also eliminated the blur generated from rapid motion in video games. This puts less strain on my eyes, even when I put in a lot of hours.”

LG has already garnered a strong reputation for demonstrating impressive advances in displays and monitors. It has earned praise for its 3D technology and the benefits of IPS monitors were also recognised at a number of game conventions and festivals such as last year’s LG CINEMA 3D Global Game Festival, held in over 20 countries.

“We’re very excited about having the opportunity to work with IM Team. It’s a great chance for us to interact with members of the gaming community,” says J.J. Lee, Executive Vice President and Head of IT Business Unit of LG Home Entertainment Company. “IPS monitors are simply perfect for gaming as they don’t have the colour and viewing angle limitations that some with Twisted Nematic (TN) monitors.”

LG plans to invest heavily in the monitor market in 2012 by offering a comprehensive line-up of IPS monitors, providing consumers with the most immersive home entertainment experience possible. LG’s IPS4 series will be available in May in select markets with 3D IPS monitors and Personal TVs being announced soon after.

Busting through SA’s last broadband bottlenecks

By admin, 14 czerwca, 2012, No Comment

“Whilst we have seen spectacular growth in submarine capacity over the last 2 years, this has not been the case downstream with the backhaul and last mile infrastructure players. As a result there is a disconnect between the ample supply of affordable international connectivity to the shores, and the supply of affordable bandwidth to both rural and city based end consumers inland,” Baigrie says.

Submarine connectivity accounts for around 90-95% of the distance a byte of information travels, yet is only a fraction of the total cost of a service to the consumer. Backhaul and last mile connectivity on the other hand is scarce and as such is priced at a premium, traditionally providing healthy margins for operators and infrastructure providers who have these assets.

The upside to the higher margins being offered to terrestrial backhaul players is that this promotes competition. With the inevitable arrival of competitors, there will be increased supply of fibre, and as such further competitive pricing reductions ensuring the end user reaps the benefits. This will ensure that busy routes will be priced more affordably in the next 12 months. However this story changes for those in less densely populated areas where the monetary return on investment for rural fibre initiatives is harder to achieve.

Here Government needs to continue to facilitate and provide incentives for operators to invest in, enter into private-public partnerships or use vehicles such as state-owned enterprises (SOE) to get backhaul and last mile infrastructure built, Baigrie adds. Whilst this is being done by a handful of SOEs, the most effective means is to incentivise the private sector.

The final and arguably most crucial leg is the last mile. Last mile connectivity comes in two forms, either through a fixed line such as copper or fibre into homes and offices or over the air from mobile operator base stations to mobile devices. South Africa, being a mobile centric internet market is critically dependent on the latter. “With the influx of affordable and open access ‘smart’ handsets and devices African’s have leapfrogged the fixed line era and substituted it with mobile connectivity. The result is a strong dependence on our mobile operators and their networks,” says Baigrie.

Mobile networks are dependent on available and allocated spectrum to deliver internet over the air and to utilise new technologies such as LTE or 4G. Spectrum is a rare commodity and the Government and Regulator have key roles to actively optimise the country’s use of spectrum and allocate it fairly and effectively. We are seeing positive private sector engagement here in supporting the crystallisation of the Regulator’s approach and this issue is being further addressed through initiatives such as the migration from analog, spectrum heavy, television signaling to a digital television service, freeing up bands for reallocation amongst operators.

“The good news is South Africa is moving in the right direction and we need to remind ourselves how far we have come since SEACOM arrived in 2009, where the price per MB on a cellphone was over R2 and uncapped internet was both literally and figuratively a pipe dream. Today that price per MB is at the 10c mark and uncapped lines are available from a host of providers for a few hundred rand a month,” says Baigrie.

“There is a mixed array of communication in the press as to the state of South Africa’s internet, but from our side the picture is looking good for the end-consumer, and with continued engagement from industry stakeholders, the Government and the Regulator we see 2013 being a landmark year in affordable connectivity for all South Africans,” concludes Baigrie.

Specialised Facebook management tool launched to aid SA companies in global online battle of the brands

By admin, 14 czerwca, 2012, No Comment

The recent high-profile acquisitions of specialised social media management companies by Salesforce.com Inc. and Oracle is an indication of the growing global demand among marketers for digital tools to aid them in engaging with customers simply and effectively.

This is according to Dirk Dijkstra, Head of Communications at Ensight, a leading international multi-channel marketing company, speaking at the launch of Ensight HQ, which features, among others, full Facebook publishing integration and a standalone landing page builder.

“With more and more local companies vying for the attention of consumers online, it is crucial that marketers overcome the challenge of timing to market by effectively managing social media platforms such as Facebook, in order to ensure that brands and services remain prominent in the minds of consumers.

“Latest statistics reveal that there are over 901 million Facebook users globally, of which 4.6 million are in South Africa.  Driving these users from a landing page to a brand’s dedicated tab on a social media platform (and vice versa) is crucial in effectively interacting with consumers,” says Dijkstra.

Dijkstra says that Ensight HQ allows users to publish as many Facebook tabs as they like and also includes, among others, a realistic preview simulator, which shows what the tab will look like before publishing, a unique “like gate” which showcases different content to those who like a page, as well as the ability to load a form to any tab and capture data without actually leaving Facebook. “From a promotions perspective, the new product also allows for scheduled publishing of tabs, so competitions can go live automatically.”

He says that the effectiveness of landing pages and their synergy with Facebook should not be overlooked in the battle for consumer engagement. “Landing pages are highly optimised with a single purpose to engage and facilitate a response from a consumer, once he or she lands on the site. They are crucial to any business selling products or services online and are used intensively by marketers globally for both B2C and B2B campaigns.

“When a campaign goes online, landing pages are typically the first encounter a company or brand will have with a consumer and will appear after a user clicks a link on an online ad, email, search result, etc. A landing page is crucial as it is the first chance you have to convince a mildly interested consumer to pursue the process you have created.”

According to Internet World Stats, in 2011 there were approximately 2.3 billion users. “Internet usage and online sales transactions are growing at a rapid rate. However, competition to engage with consumers is now harder than ever and marketers need viable platforms to get their messages across quickly and effectively.”

Dijkstra says that the issue of time to market is crucial. “Traditionally, if a company’s marketer gets a creative idea, the time from inception to completion could take up to six-weeks to launch and often involves extensive briefing to specialist agencies, or affiliate suppliers, as well as a significant cost outlay.

“Now, a campaign can be conceptualised and launched effectively within hours.” He explains that from a design perspective, the user-friendly platform also includes an innovative Smart Template system which makes it easy to create device-agnostic landing pages and Facebook tabs.

“Differentiating a brand from other competing brands in an already cluttered online environment is an ongoing challenge. Therefore, the evolution and understanding of marketing platforms such as Facebook tabs and landing pages in a multi-channel approach is key to actively engaging consumers,” concludes Dijkstra.

Samsung introduces the most affordable, true Smartphone on the market

By admin, 14 czerwca, 2012, No Comment

Get noticed with the Samsung GALAXY Pocket – your world is waiting

 Samsung Electronics Co., Ltd, a global leader in digital media and digital convergence technologies, has introduced the new GALAXY Pocket Smartphone.

 “The Samsung GALAXY Pocket is a true Smartphone that offers the GALAXY experience to even more consumers at an affordable price, and it’s now available in South Africa.” says Craige Fleischer, Director of Mobile Communications at Samsung Electronics South Africa.

Everything in your Pocket

The Samsung GALAXY Pocket packs a lot of power into a slim and compact form. At only 11.98mm slim and weighing only 97.0g, the Pocket features a 2.8” display making it portable while still ensuring comfortable viewing of content and images. Powered by a strong832Mhz processor and advanced Wi-Fi and HSDPA connectively, the Pocket delivers a rich mobile experience.

“Whether you’re surfing the web, downloading files or uploading pictures to your social networking accounts, the GALAXY Pocket performs like a pro,” adds Fleischer. “The efficient and smart experience is led by the Android 2.3 Gingerbread platform, Google Mobile Services, Samsung Apps and the easy to use TouchWiz interface.”

Always connected with superfast 3G

With Superfast 3G connectivity, connecting and sharing is quick and easy with GALAXY Pocket’s social networking and communication features. Downloadable through Samsung Apps, Samsung’s ‘ChatON’ cross-platform communication service connects all phone users into a single community.  This enables spontaneous messaging, group chatting and content sharing in multiple formats, making messaging simpler and more intuitive. Meanwhile, the ‘Social Hub’ allows users to see their Instant Messaging, social networking(such as Facebook and Twitter) and email communications in a single inbox for added social convenience.

Pocket Musiq is an exclusive feature for Galaxy Pocket users boasting thousands of free downloadable local tracks, From R ‘n B to Gospel this exciting service can be accessed at http://www.pocketmusiq.mobi

The ‘TouchWiz’ user interface offers smoother menu navigation through easy-to-access widgets, providing effortless shortcuts to frequently-used functions. Improved text input provides speedier, more accurate typing for Web searches or quick messaging with friends. The device offers a great onboard user memory of 32GB for applications, MP3 files, photos (from the 2MB camera) and other media, as well as an in-built FM radio which allows users to tune in to their favourite station.

“The GALAXY Pocket Smartphone comes with a wide range of useful services that enrich the user’s mobile experience. From the operating system to the full touch screen user interface, users will get the most out of their mobile. The GALAXY Pocket is compact and connected – everything you need in a Smartphone,” concludes Fleischer.

The Samsung GALAXY Pocket is available locally at an approximate Recommended Retail Price of R999.

Embrace a Supernatural Life in EA’s The Sims 3 Supernatural

By admin, 13 czerwca, 2012, No Comment

Pre-Order The Newest Expansion Pack From The Sims 3 And Receive An Upgrade To A Special Limited Edition With An Exclusive Plants vs. Zombies Content Pack

Live a supernatural life with your Sims in a new world full of magic, mystery and mischief! The Maxis Label of Electronic Arts Inc. (NASDAQ: EA) today announced that The Sims™ 3 Supernatural Expansion Pack* for PC/Mac is in development and will launch worldwide in September 2012. The latest offering from The Sims Studio allows players to create and live out the lives of supernatural Sims like werewolves, witches, vampires and fairies. Curse or charm your Sims’ lives with powerful spells, volatileelixirs and magical abilities in a world of strange happenings, spooky surprises and even the occasional zombie attack.

“With a variety of deep and mysterious supernatural lifestyles to choose from, The Sims 3 Supernatural allows players to dive into powerful new gameplay that showcases a darker side of The Sims,” says Scott Evans, General Manager of The Sims Studio. “This pack introduces a fresh perspective while maintaining the characteristic playfulness, humor and innovation of our studio. With The Sims 3 Supernatural, we are adding a wealth of rich creative possibilities, surprising new content and intriguing storylines to the world of The Sims 3.”

The Sims 3 Supernatural gives players the new ability to create werewolves, fairies, witches and more intriguing vampires directly in the Create A Sim tool, customizing characteristics that range from the hairiness of a werewolf’s body to the shape of a fairy’s wings. While playing as supernatural Sims, players will discover new abilities, traits, skills and interactions that enhance their gameplay, including delayed aging for fairies and vampires, innate magic channeling for witches, and lycanthropy for werewolves, which enables them to control their animal instincts and transform at will.

In The Sims 3 Supernatural, players also have the option to learn magical crafts by casting spells and brewing elixirs that will charm or hex their Sims’ lives. These potent concoctions have a wide variety of effects from career-boosting to weight loss and even zombification. The zombification elixir will turn unsuspecting Sims into brain-hungry, shuffling monsters that are driven to wreak havoc on the town. In addition,players have the ability to share their brews with any friends who have The Sims 3.

As players delve into the world of the supernatural and explore the eerie new town of Moonlight Falls, they will uncover enchanted objects and gothic dcor, including a sliding bookcase that conceals a hidden lair and a powerful mirror with magical interactions. Players may also choose to embark on a new career path as a mystic fortune-teller or build their skill to become an alchemic master. Meanwhile, the onset of the mysterious lunar cycle will unveil strange revelations, secrets and mysteries that will shake up the entire town.

As part of the integration between The Sims and PopCap’s Plants vs. Zombies™, those who pre-order The Sims 3 Supernatural will receive a special Limited Edition version**, which features the exclusive Plants vs. Zombies™ content pack. Players with this limited edition content can ward off attacking zombies in their game with the famous Pea Shooter from Plants vs. Zombies and dress their Sims with classic zombie-themed attire for the ultimate creepy-chic look.

The Sims 3 Supernatural has not yet been rated by the FPB (Film and Publications Board) in South Africa. For more information, please visit the official website at www.thesims.com/supernatural, “Like” us on Facebook or follow us on Twitter.

Press assets for The Sims 3 Supernatural can be found at www.info.ea.com.

*Requires The Sims 3 for PC/Mac to play.

**While supplies last.

Well-managed e-mail steps up as a differentiator for companies

By admin, 13 czerwca, 2012, No Comment

Successful companies are using e-mail as a means of differentiation from their competitors, benefiting from the ability to effectively engage with customers at their own level, improving efficiency and providing effective two-way dialogue.

The flexibility of e-mail offers prospects and existing customers an easy interaction with any company whenever they choose and from wherever they may be. This constitutes relevant communications on the customer’s terms via PC, mobile phones and PDAs.

The value of such communication is that it promotes lead cultivation, cross-selling and up-selling as well as after-sales interaction. However, it also requires good planning and management.

“Business environments today are beginning to develop a 24/7 approach in response to increasing expectations as regards service and response,” says Mark Edwards, director of product and services at integrated technology and people resource solutions provider, Intuate Group.

He adds that a US survey indicated that close to 40 percent of respondents did not respond to e-mail within 25 hours and did not know what their average response time was.

Companies should implement strategies to elevate e-mail performance using technology such as auto-responses confirming receipt of an e-mail and stating that it is being processed. With today’s technology this is easy to achieve cost-effectively.

“To better manage expectations companies should implement e-mail metrics much as they do with voice contacts. It is possible to set and achieve reasonable response times without adding resources in an integrated contact centre. Unified contact centre software will manage multiple channels, including inbound and outbound voice and e-mail simultaneously. While inbound voice channels have priority, e-mails can be delivered to specific agent groups when they are not engaged on the phone.”

Unified contact centre software operates with a common database structure, allowing cohesive management of all types of interactions. Sales staff can view these interactions as well as notes and results. Managers can analyse categories of interactions and use the results to plan appropriate follow-up actions, including proactive voice calls to check on the customer’s level of satisfaction.

Edwards says it pays dividends to ensure that the contact is routed to the appropriate agent or team that has the right skills and knowledge to meet customer expectations. “Proactive communications will generate good customer service. Being aware of any issues that will affect a customer group and contacting them first will enable the company to avoid a deluge of inbound calls later and the contact is also an opportunity for up-selling and cross-selling.”

Agents armed with the right information from all communication channels, including voice, web and e-mail, as well as CRM systems and back office applications, will provide better services. Agent desktop software offering customer history and the ability to view all interactions and notes will highlight sales opportunities and issues.

Unified contact centre software assists in comprehensive management of the performance of all contact channels. Through real time text and graphical displays, managers are able to see what agents are doing at all times. Statistical and interaction data is captured for historical reports so that performance can be analysed and real-time statistics icons assist with agent resource management.

Promotions and marketing campaigns can also be monitored, says Edwards. These are typically run through multiple outlets such as e-mail blasts, website advertising and online or print publications, among others.

“Evaluating the effectiveness of such campaigns can be difficult. However, elements of unified contact centre systems allow the creation of media categories for the tracking of e-mail and telephone sources, which provide data that can establish the impact and success of such campaigns.”

Many organisations continue to use personal e-mail programmes such as Outlook and Lotus Notes for the handling of general corporate e-mail. Typically these e-mail programmes are beneficial for individuals, however, they are generally incapable of handling, routing and reporting on general non-personal e-mail. Such systems also do not easily cope with surges of promotional e-mail or when and issue arises. Another weakness is that they do not easily scale or manage e-mails as part of a comprehensive communications programme that includes voice and other contact channels, nor do they have the tracking and reporting capability for full effectiveness.

Edwards says companies should examine criteria to establish if they need to automate e-mail in the contact centre.

Key criteria are: inadequate auto response mechanisms; receipt of 50-75 e-mails daily or 1,500 to 3,000 a month; representatives spending time each day sorting and routing e-mails; difficulty with routing e-mails to appropriate skilled agents; re-routing e-mails when agents are absent or times when e-mails go unanswered; difficulty handling e-mail spikes in busy or promotional periods; reviewing e-mails to pick up trends and create reports; and inadequate tracking response times and performance.

“If companies identify any of these criteria as applying to them then it is a sign to start looking at an e-mail programme designed for contact centres.”

Edwards stresses that technologies should work together to simplify people’s lives. Operational managers and representatives need technology to enable them to achieve more work with fewer resources in less time. The technology should also deliver improved and faster services for customers.

“Unified contact centre systems bring all the contact channels together so that managers can achieve more each day through easy-to-use intuitive interfaces managing telephone, e-mail and web contacts to consolidate resource management and reporting. With a common database, managers and representatives can view all contact channels as part of a comprehensive customer history for better productivity, efficiency and customer satisfaction. Last but not least, they gain the ability to rapidly adapt to fast-changing conditions.”

PPO attains B-BBEE Level 1 certification

By admin, 13 czerwca, 2012, No Comment

Post Vision Technology, the developer and distributor of project and portfolio management (PPM) solution, Project Portfolio Office (PPO), is proud to announce that it has achieved a Level 1 broad-based black economic empowerment (B-BBEE) certificate, the highest possible level available.

Says Post Vision Technology CEO, Guy Jelley: “This certification indicates our commitment to the government’s empowerment objectives and shows our support for its policies. The government is currently one of our largest clients, where PPO is being used on the national, provincial and local municipality level.

“For our larger corporate clients, our certification will now enable them to claim 135 percent of their spend with us as part of their scorecard and also provides the partners with the same benefit,” he explains.

The certificate can be downloaded from the PPO website at: www.projectportfoliooffice.com/aboutus.php

Nokia Siemens Networks and Telkomsel win Innovation Award

By admin, 13 czerwca, 2012, No Comment

Global Telecoms Business recognizes advances in customer experience management

Nokia Siemens Networks and Telkomsel have jointly won top honors at the Global Telecoms Business (GTB) Innovation Awards 2012 in the ‘wireless network infrastructure innovation’ category. The GTB Innovation Award recognizes Telkomsel’s use of Nokia Siemens Networks’ Customer Experience Management (CEM) on Demand portfolio. The new portal provides Telkomsel with a single entry point to real-time metrics and analysis, recommending proactive steps to identify and resolve issues related to the customers’ service experience.

“This award recognizes our commitment to putting our customers first and constantly improve their service experience,” said Hanang Setiohargo, VP Network and Service Assurance Management of Telkomsel. “Nokia Siemens Networks has successfully implemented the suite, including its Serve atOnce Intelligence offering, and we are very happy to be using it. Telkomsel and Nokia Siemens Networks together will continue the deployment to meet further requirements. This innovation gives us a unified view of how our customers are experiencing our services and real-time customer insights, helping us proactively improve the service quality for our customers.”

Nokia Siemens Networks launched its CEM on Demand portal at Mobile World Congress 2012 in Barcelona. The portal makes it easier than ever for operators to manage customer experience. It comprises various content packs combining sets of customer centric reports and dashboards that show the insights derived from key performance indicators (KPIs) for networks, services and devices.

CEM on Demand also enables actions to improve the customer experience. For example, the portal allows Telkomsel to track the percentage of service failures by location and device type for individual high value customers – whether residential or enterprise – and specifically prioritize improvements for them.

“Telkomsel is blazing trail in improving customer experience, and we are delighted to be supporting its focus on customer centric operations. This award for our innovation in customer experience management is especially gratifying, as it reflects its key role in our industry,” said Lassaad Essafi, head of Insight and Experience solutions at Nokia Siemens Networks. “CEM on Demand makes it possible for Telkomsel to choose the content packs that fit its needs and provide the information that is relevant to its organization. This way, Telkomsel can adopt a phased and manageable approach to address the most important factors impacting its customers’ experience.”

Global Telecoms Business Innovation Awards, established in 2007, recognize innovative projects in the telecommunications industry globally, involving service providers and their technology suppliers.

For more information on Nokia Siemens Networks’ portfolio for customer experience management, follow this link. To share your thoughts on Twitter, please use #CSPCX or join the industry discussion on Customer Experience Management in LinkedIn CSPCX-Group.

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