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Interactive Intelligence releases findings of second annual global customer service survey

By admin, 10 czerwca, 2014, No Comment

Research results reveal what customers look for in a great service experience

Interactive Intelligence Group Inc., a global provider of software and services designed to improve the customer experience, has released findings of its second annual Global Customer Service Survey.

The survey, which was administered by independent research firm, Actionable Research, was designed to answer the question, “What are the customer service expectations and preferences of consumers and the IT professionals who work for companies providing service?”

“This survey uncovered many interesting differences between the attitudes of consumers and IT professionals,” said Joe Staples, Interactive Intelligence chief marketing officer. “For instance, while 61 percent of IT professionals found interactive voice response a valuable service, only 37 percent of consumers did. These types of findings are the first step toward better aligning the expectations of those receiving and providing service.”

 

Based on the customer service primary research, the top 10 key findings were as follows:

1. Although alternate channels are making inroads, a phone call with an agent is still the preferred communications channel by consumers (51 percent). Email was the next preferred method at 18 percent, followed by Web chat at 11 percent, which was similar to last year.

2. A timely response is the most valued factor by consumers and IT professionals in a customer service interaction. Next valued by consumers is a knowledgeable agent, while next valued by IT professionals is professionalism.

3. Not being able to understand the agent on the phone and a condescending agent are equally the greatest consumer frustrations. This year both were equal at 75 percent, followed by an initial long wait time at 64 percent. These results are similar to last year.

4. If an agent is condescending or demanding, the majority of consumers (62 percent) say they are likely to seek an alternate vendor. Nearly half (48 percent) would seek an alternate vendor if the agent lacks appropriate knowledge, and 47 percent would do so if an agent shows a lack of effort.

5. The majority of consumers (64 percent) said that they tell others when they have a positive customer service experience. This is up from 59 percent last year.

6. Only 10 percent of consumers are willing to pay for a higher level of service. Note that 16 percent would pay more if the cost was reasonable.

7. Nearly half of consumers (45 percent) always or usually make purchase decisions based solely on customer service.

8. Consumers are more likely to share a positive experience using social media (37 percent), than they are to share a negative experience (29 percent).

9. IT professionals stated that offering an easy way for customers to provide feedback was the most valuable service (56 percent). This was followed by the ability to transfer customer information from agent to agent (53 percent), and having complete interaction history accessible by agents across communications channels (52 percent).

10. When using a mobile device to obtain service, consumers ranked the ability to get a callback once an agent becomes available as the most valuable mobile capability. This is followed by phone self-service then automated proactive notifications.

 

The customer service survey, which was conducted between March 27 and April 24, 2014, was based on a respondent sample size of 1,462 and 459 for consumer and IT professionals, respectively. Respondents resided in Australia, Brazil, Canada, Germany, South Africa, Sweden, the U.K., and the U.S.

A 32-page report containing the complete survey results can be downloaded here: http://www.inin.com/resources/Documents/Customer-Service-Experience-Research-Study.pdf.
A 13-page executive summary of the report can be downloaded here: http://www.inin.com/resources/Documents/Customer-Service-Experience-Research-Study-Executive-Summary.pdf.

Data protection and rapid recovery key to running the always-on business

By admin, 5 czerwca, 2014, No Comment

Most businesses today are “always on” — but the systems needed to support 24/7/365 availability are not always up to scratch, says Veeam Software Southern Africa regional manager Warren Olivier.

“Even quite small businesses are having to grapple with what it means to be available around the clock,” says Olivier. “It’s a reality banks and big retailers have dealt with for years, but as more and more small retailers move online they’re having to face it as well. Then there are hospitals, municipalities, mines, airlines, media companies, security companies: There are very few parts of our economy that aren’t operating 24 hours a day.”

“Even if there are only a handful of people on the midnight shift, that still means critical systems need to be available,” notes Olivier. “But backup and data availability tools have not necessarily kept up with the needs of the always-on business.”

For example, he says, “there is no longer any such thing as regular downtime or backup windows. You can’t shut a system down for a few hours overnight while you back it up — in many cases, being down for even a few minutes can be disastrous.”

As well as the challenge of making systems and data always available, Olivier says there’s now also much less tolerance for data loss. “That creates a dilemma for some IT managers: On the one hand backing up and protecting data is more important than ever, but on the other hand it’s getting more and more difficult to do unless you have the right tools.”

“The modern data centre is virtualised, complex and absolutely critical to the business,” says Olivier. “It’s absolutely essential to choose a data protection and availability tool that’s specifically developed for virtualised environments. Such a tool should allow backups that have no impact on production, and for every backup to be tested so that data recovery can be guaranteed.”

In addition, says Olivier, modern data protection tools need to ensure than when outages do happen, recovery time is fast and data loss is minimal. “High-speed recovery combined with near-continuous data protection, both currently offered in Veeam Availability Suite v8, are the best way to manage the risks inherent in running an always-on business.”

“Many businesses are living with a gap between the level of system availability they want, and what they think they can afford,” concludes Olivier. “Traditionally, high availability meant investing in fully redundant systems which is very expensive. But virtualisation has slashed those costs — and tools like Veeam Availability Suite v8 have made the always-on business a reality and easy to manage.”

The new features in Veeam Availability Suite v8 will be demonstrated during the Veeam on Tour event in Johannesburg on 27 May, in Durban on 4 June and in Cape Town on 5 June.

For more details, see http://go.veeam.com/veeam-on-tour-customer-south-africa-en/

The fundamentals of document management systems

By admin, 4 czerwca, 2014, No Comment

With Mark Hiller, country general manager at Lexmark South Africa

What is a document management system (DMS)?

Successful businesses today demand instant access to important information, which means that taking control of document workflow is becoming more important than ever, especially when you consider how document workflow can impact a company’s bottom line. Document management technology provides the tools required to work smarter and increase productivity by adapting to the unique operations of a business.

Has document management gained more traction in South Africa recently and, if so, why are companies opting to invest in these systems?

We have definitely noticed an increased level of interest in document management systems as companies start to feel the effect of an ever-increasing amount of paper-based and digital data passing through their business.

What are the main benefits of implementing DMS?

Businesses have varying objectives and priorities when implementing a document management system. From personal experience, an important prerequisite of doing so is operational visibility. A good system will enable the business to identify existing bottlenecks and hone-in on areas that may require urgent attention. Likewise, visibility of processes that are working well is highly beneficial in terms of understanding which areas provide the quickest benefits – from cost reduction to efficiency gains.

Document management can assist companies to address compliance and security requirements. The introduction of the Protection of Personal information (PoPI) Act has prompted businesses to find ways to secure their client data in order to comply with the legislation. For example, Perceptive Software’s document management capabilities address data security issues as well as enable digital signature solutions, archiving and retention and disposal management.

How has document management evolved over the past few years in terms of product offering, technology and ease of use?

The product offering has grown significantly, mostly due to tailored systems becoming more readily available. This has sparked growing interest in DMS due to its ability to address an increasing number of business challenges. Today’s document management systems have the capability to strategically support the complex processes of a business and truly offer value by addressing the ever-growing information management challenge in a structured and cost-effective way.

Is document management still only relevant to the enterprise market or are there options for SMEs?

DMS was primarily designed as a viable investment for corporates that were dealing with substantial amounts of data and complex business processes. More and more SMEs are realising the benefits of document management systems on a smaller scale, however.

Vendors have now adapted their products for smaller businesses, allowing a company to start small with a minimal investment and thereafter growing the system to accommodate business needs as required.

What important questions should customers ask about document management hardware and software?

Customers should discuss and define their expectations clearly and understand any system limitations with their provider upfront to avoid any frustrations in the future. In terms of hardware, a customer should have a thorough understanding of their current IT infrastructure and its proficiencies and limitations, including servers, storage, local area network, WAN, multifunction devices (MFDs) and workstations.

Software requirements should be looked at on an individual basis in order to correctly factor in customer relationship management (CRM), enterprise content management (ECM), enterprise resource planning (ERP) software, legacy systems and integration should the company need to grow its DMS in future.

How is document management evolving?

We can expect to see a growing platform of simpler and more cost-effective systems that will also cater to mobile and cloud computing technologies.

 

How quickly can you get to a million rand?

By admin, 29 maja, 2014, No Comment

Everyone can do with a million…and you might just be able to get there without winning the Lotto.

Gumtree has just issued an infographic that tells professionals in various careers how long they will have to wait before they can call themselves millionaires. According to the infographic, a DJ will have to work for about 9 years before they hit the target, whereas a Human Resources Manager will only have to slog away for 4 years.

The infographic also includes links to various jobs to be found on the portal itself and links to important career tips, including how to dress appropriately for the office.

Gumtree has over 55,000 jobs listed on the platform across all sectors. Job seekers can also post their skill set online in order to meet prospective employers. There are also various short courses and evening classes advertised online for those considering a career change.

“Gumtree is a great place to connect prospective employees and employers,” says Claire Cobbledick, Marketing Manager of Gumtree South Africa. “There are jobs in every province and most cities across the country waiting to be filled.”

Top ten contact centre strategies

By admin, 28 maja, 2014, No Comment

The right staff and tools are key to contact centre success, says Martina Knappe, Head of EMEA Marketing at Interactive Intelligence.

By Martina Knappe, Head of EMEAMarketing at Interactive Intelligence

With a new breed of consumer making new demands on business, contact centres are having to radically change their approach to operations.

Interactive Intelligence recently discussed Top Ten Contact Centre Strategies with a European audience via a series of webinars, based on extensive experience in global contact centre technologies and strategies. The top strategies of successful contact centres rest on two key themes – the right staffing approach and the right tools. With these in place, operations are streamlined and customer service is dramatically improved.

The top ten strategic moves to improve contact centre performance are:

1. Audit Your System

The top factor in improving contact centre operations is to start with an audit of the existing system and processes. Contact centre management should assess whether the contact centre meets the current and future needs of the business, whether systems and processes are fast enough, whether unfixed errors are costing in terms of time, efficiency or morale. They need to determine whether the systems are optimising the benefits of innovation such as cloud, speech analytics and interactive recording. A full audit will highlight systems shortfalls that could be addressed to deliver immediate improvements in operations.

2. Full Review of Recruitment Practices

With staff key to contact centre success, it is important that the right staff are appointed at the outset, that their induction and training is carried out effectively, and that career and personal growth is supported. Contact centre management needs to ensure that it is fully involved in the recruitment process, asking the right customer service questions at interviews, and ensuring a comprehensive and appropriate induction programme. Management should also participate in staying and exit interviews and apply insights from these in improving staff relations.

3. Measurement Tools

The customer’s experience is the contact centre’s most important measure of success, so counting call volumes and simple yes/no customer surveys are no longer enough to gain a full understanding of the customer experience. The successful contact centre assesses whether its traditional KPIs and other measurements are still appropriate to meet the objectives set. To enhance quality measurement, the contact centre needs to define its objectives, and ensure that the staff fully understand what is being measured and why. This can be achieved by employing advanced tools supporting quality measurement, such as Interaction Intelligence’ Supervisor, Real-time andhistorical end to end Reporting, Workforce Optimization, Recorder, Optimizer, Quality Management, Feedback, Strategic Planning and Real-time Speech Analytics.

4. Maximise Customer Feedback

Ensuring customer satisfaction means fully understanding how, when and why customers interact with the contact centre, and what their experience is when they do. Consider whether your customer survey questions need to be reviewed to more accurately reflect customer views as opposed to addressing cosmetic issues. Assess whether other departments need to be involved in the survey to ensure their needs are covered too; or whether another department carry out surveys without your input. Most importantly, do you act on survey results?

5. Maximising Staff Feedback

System and process shortcomings are most apparent to those ‘at the coalface’. Improving contact centre operations depends to a large degree on getting feedback from the contact centre team, and acting on it. To do so, hold regular review/focus groups with staff and colleagues, where participants are encouraged to share their views, make suggestions, and collaborate in carrying out improvements.

6. Performance

Contact centre performance depends on more than Number of Calls Answered and Resolved. Today, the question is not how many calls were answered, but how well the contact centre supports the business’ goals. Today’s successful contact centre needs to benchmark itself against those of other organisations, especially those in different market sectors; it needs to maximise performance through good communication with other departments in the organisation, especially marketing and sales. In addition, the right performance tools need to be in place.

7. Bang The Drum Internally

Traditionally, sales teams in major enterprises win the accolades, because their achievements are easily measurable. Too often, the critical role of the contact centre in growing and retaining the customer base is overlooked. To improve contact centre staff job satisfaction, and ensure access to adequate resources, it’s important to ‘bang the drum’ internally, ensuring that the enterprise is made aware of the contact centre’s contribution to business, as well as its achievements.Consider: Do other departments and management really know what you do and how important it is? Are company career paths designed to ensure exposure to the contact centre? Do you use industry awards programmes to promote yourselves?

8. Self/Staff Development

The staff are the heart of the contact centre. Career and personal development are crucial to job satisfaction and reduced staff turnover, as well as boosting customer service. To ensure that the contact centre performs optimally, staff training and personal development need to be addressed on an ongoing basis.

9. Do ALL Channels Well

The contact centre is not just about voice interaction anymore. You may have excellent voice interaction, but unless you deliver the same level of service via other channels, your contact centre is dropping the ball. The consumer of today expects uniform service levels across multiple channels. Contact centres need to know which channels are preferred by which customers, and must have the ability to respond using the customer’s preferred channel. Ensure that phone, web chat, email, text, social media, mobile and letter interactions are equally efficient and integrated. Breaking down siloes and using true all-in-one platforms will support a multi-channel strategy, enhancing the customer experience and simplifying contact centre management and CRM.

10. Fun/Morale

Your contact centre staff are the face of your business. Working by the book is not enough to ensure customer satisfaction – your staff need to be motivated to deliver good service. They need job satisfaction and a positive attitude, which will reflect in their interactions with customers. Assess whether you and your staff look forward to coming to work and ask ‘why/why not?’ Consider whether you have any silly rules to “control” staff that should be dropped. Ask – does performance vary due to mood over the day/week/month – and if so, do you know why? And are any of the “fun” things you do becoming stale?

See our Webinar here.

 

 

The customer experience management summit will answer your POPI questions

By admin, 22 maja, 2014, No Comment

The Protection of Personal Information (POPI) Act has now been passed but how compliant is your organisation? The speakers at this year’s CEM Africa Summit are set to address your POPI concerns in a panel discussion that will discuss what a breach of this Act would mean for business and how the regulation of the POPI Act affects the customer data that you collect.

Featured speakers include, Marketing Analyst, Advisor and Media Commentator, Chris Moerdyk. Chris will be joined by Alastair Tempest, the COO of the Direct Marketing Association of South Africa (DMASA), Justin Cornish, Attorney and Head of Services at Radiant Law and Demetri Qaully, Mayoral Committee Member of the City of Cape Town. These industry thought leaders will advise delegates on POPI compliance in a 60 minute panel discussion.

Join us to hear the experts at the 3rd edition of the Customer Experience Management Africa Summit on the 9th – 10th of July 2014 in Cape Town.

Chris Moerdyk will also chair a panel that will counsel delegates on how to Measure Performance from the Customer’s Perspective, not the Competitor’s. In addition to Chris, Dr Pieter Steyn the VP of Customer Research for Barclays Africa and Johan Etsebeth the National Head of Solution Delivery for Santam will take part in this discussion that will focus on how customer service professionals can determine their organisation’s performance through exploring their product or service offering from the individual customer’s POV.

In between speaker sessions, attendees will have the opportunity to attend 90 minute workshops with the solution provider of their choice. Microsoft are sending a team of experts to present a workshop on The Era of the Customer and Gold sponsors, eGain will present workshops on: How To Deliver An Outstanding Customer Experience. After a successful summit last year, Interactive Intelligence will also attend CEM Africa 2014 as Gold sponsors to host 2 workshops over the 2 day event.

Attendees will be able to discover and compare the latest IT developments available for all scopes of CX needs. Solution providers, including inQuba, Interact RDT and Ninzi Connect, will showcase their solutions in the innovation display area with the technology developers on hand to discuss and exchange ideas with attendees.

Sign up to become a delegate and find out more at the 3rd edition of The CEM Africa Summit, taking place on the 9-10 July 2014 in Cape Town. You can also continue the discussion on Kinetic’s Linkedin group for this event: Customer Experience Management Africa.

For the latest CEM Africa Summit news on speakers, industry providers and content, visit www.cemafricasummit.com or contact Marcia van Jaarsveld on +27 21 555 0866+27 21 555 0866 or marcia@kineticevents.net Follow @ITLeadersAfrica and @KineticEventsSA on Twitter for daily updates.

Veeam on Tour in South Africa to unveil Veeam Availability Suite v8

By admin, 22 maja, 2014, No Comment

Availability for the Modern Data Centre provides an RTPO of less than 15 minutes for all applications and data

Veeam® Software, innovative provider of solutions that deliver Availability for the Modern Data Center™, today announced Veeam on Tour in South Africa to unveil Veeam Availability Suite™, a solution that ensures all applications and data are accessible whenever and wherever they are needed. Veeam on Tour kicks off in Johannesburg on 27 May, before moving to Durban on 4 June, and ending in Cape Town on 5 June.

Stefanutti Stocks will also participate in Veeam on Tour South Africa, presenting real-world examples of how Veeam solutions helped them to ensure high-speed recovery and data loss avoidance, while also providing complete visibility into their modern data centres.

Leveraging modern virtualisation, storage and cloud technologies, and now integrating deeply with the leading solutions from EMC, HP and NetApp, Veeam Availability Suite provides critical enabling technology for the Modern Data Centre. Alliances such as NetApp and VMware will join Veeam as event sponsors in support of Veeam on Tour South Africa.

“NetApp’s partnership with Veeam and VMware brings greater value to both our customers and partners,” says Mark Ridley, regional director for Africa at NetApp. “It doesn’t only give them access to an integrated solution that delivers unprecedented levels of data protection, matching the requirements of today’s data-driven businesses, but they can also get more value out of their backup data while improving storage efficiency. For NetApp as a company, the partnership with Veeam gives us an opportunity to reach out to a wider pool of customers and partners, helping us grow our industry network.”

In addition to Veeam Availability Suite, the agenda includes a preview of Veeam Management Pack™ (MP) v7 for System Center, available in Q3, 2014. In a single product, this Veeam MP release integrates fully with Microsoft System Center Operations Manager, providing app-to-metal visibility, for both Microsoft Hyper-V and VMware vSphere layers.

“It is NetApp’s first time participating in the Veeam on Tour events and we’re looking forward to it,” says Ridley. “Most importantly, we hope that the attendees will gain insights into the latest technologies by NetApp and Veeam, and see first-hand how the solutions will benefit their businesses.”

Veeam on Tour is ideal for those who are interested in the enabling technology that transforms the Always-On Business into a reality. The event will include live presentations, interactive round tables, live demonstrations, best practices and open discussions.

The full agenda and registration for Veeam on Tour South Africa can be found here.

Apps for collaboration and electricity monitoring win top prizes in Ericsson application awards 2014

By admin, 22 maja, 2014, No Comment
  • Team SOP from Nigeria wins first prize in Company category for their app that monitors electricity supply
  • South Africa’s Team WorkMode wins first prize in Student category for their collaboration app
  • Teams were selected in competition with 300 teams from more than 63 countries from all over the globe

Ericsson (NASDAQ:ERIC) has today announced the winners of the 2014 Ericsson Application Awards at a ceremony held at the Ericsson Studio in Kista, Sweden.

The Student category was won by Team WorkMode from South Africa for their collaboration app, with the Company category being won by Team SOP from Nigeria with their app that monitors electricity supply.

Taking home the honors in the student category, Team WorkMode from South Africa created an app that helps workers collaborate by allowing them to see the real-time work context and tasks of colleagues.

The jury motivated their choice by saying: “We felt that Team WorkMode showed a strong business potential, and their focus on design and usability helped them when it came to innovation and addressing the theme of Apps for working life.”

Jacques Marais of Team WorkMode says: ”This award will help us to build our business and allow us to develop not only this app but also some ideas we have around education in South Africa. It will also enable us to purchase hardware so we can expand to different platforms. It’s a real boost.”

The company category was won by Team SOP from Nigeria, who created an app that analyses the availability of electricity in a given area.

The jury outlined their reasons for choosing SOP, saying in a joint statement: “Team SOP presented a strong case of using technology in a way that anyone could understand, value and would invest in. They cleverly combined consumer, society and business benefits around lifting transparency of power delivery in a well designed package.”

Toks Ogun of Team SOP says: “This award means we can continue to expand and develop our app, which monitors electricity supplies. We can see a market in parts of North America, in South America and in India and we will continue to develop our idea.”

The RSSA Technology for Good Award also went to Africa, with Sowertech’s Afta Robot app receiving the award for their smart solution for public transportation.

The jury motivated their choice by saying: “Every day 15 million people in Africa face long walks and sometimes longer waits as they make their daily journeys by taxi. Sowertech has helped connect taxis and their customers by providing information on location and much more through their Afta Robot mobile app.”

The winners were chosen from over 300 registered teams representing 63 countries from all over the globe. The company category attracted 158 entries, with 142 teams entering the student competition.

Bina Chaurasia, Senior Vice President and Chief Human Resources Officer, Ericsson, says: “We would like to offer our congratulations to both teams, who faced hard competition from all over the world. At Ericsson we often talk about the Networked Society and how mobile and digital technologies are increasingly expanding into more areas of society, business and our private lives. The winning apps strongly reflect this trend, as well as this year’s theme of ‘Apps for Working Life.’ We wish our winners every success in the future.”

The Ericsson Application Awards is an annual competition for application developers, and this year’s theme for the competition was “Apps for Working Life.” The purpose was to promote innovations that will change how businesses are organized, as well as how we organize work, collaborate and share.

The semi-finalist apps were reviewed by a panel of global representatives and they decided on the two winning teams, who will each receive €25,000 in prize money.

Cloud migration: Is your MSP standing in the way?

By admin, 22 maja, 2014, No Comment

By: Oliver Potgieter, director, Alto Africa

With cloud computing already entrenched and proven in some of the world’s most substantial companies (and equally entrenched among the world’s most savvy startups), South African businesses should be asking themselves a simple question. Why isn’t more of my stuff in the cloud?

One possibility is that you’re being actively dissuaded from moving to the cloud owing to the vested interests of your managed services provider (MSP).

That’s because moving into the cloud effectively breaks down the established order in which people have secured job prospects and where MSPs enjoy lucrative returns based on business models which are rapidly becoming outdated.

Making a transition to the cloud can be a difficult prospect not only for technical reasons, but also thanks to the vested interests of the ‘traditional’ IT market. There is little question that many MSPs are under pressure as their value propositions are overtaken and as they face up to the reality of competing with international cloud services providers, new market players and a shrinking market space.

Cloud doesn’t just mean change for those using it. It also means change for resellers and managed services providers which must now become accustomed to a reality where margins are thin and money is made not in large tranches, but through annuity-based revenue streams. The economies of scale that deliver a cost benefit to end users can also have a punitive effect on the MSP, which is geared towards selling the time of its staff rather than the outcomes that end user clients want (and which the cloud is able to deliver).

For those MSPs that seek to become cloud services providers, further challenges await. While there is a distinct advantage in owning and operating data centres located in the country (especially with regards to addressing data sovereignty issues), it comes at a very significant capital cost to set up and operate these facilities. Consequently, it is only the larger MSPs which are in a position to do so.

Forward-thinking MSPs are now transitioning their business models to reselling cloud services and cumulatively benefiting from the thin margins on offer. Just as cloud introduces efficiency for end users, it also drives efficiency in these MSPs, which are driven to achieve profitability despite the limited headroom for markup.

It isn’t all bad news, these MSPs are discovering, especially when servicing larger businesses where migration to the cloud is more complex. In these situations, expertise is required, particularly where hybrid architectures are created and cloud services are integrated with existing processes and technology systems. And, of course, there is still the requirement for devices, local and wide area networks, and more.

Other MSPs are resistant and will leverage their existing relationships with customers to actively dissuade them from moving to the cloud. The time honoured, but dubious to say the least, technique of Fear Uncertainty and Doubt finds fertile soil in such situations: security concerns are played up, reliability and connectivity is raised and, as mentioned, the spectre of data sovereignty can be conjured.

Be that as it may, with the cloud proven and with the country’s (and the world’s) top businesses accepting the reality of improved performance, massive reductions in capex and reduced operational effort required as there is no longer any need to update servers and their software, the shift is inevitable.

If you are finding resistance from existing service providers, it could be time to get external, impartial advice. After all, when your competitors are benefiting from reduced cost and greatly improved efficiency, the real question which remains is this: can your company afford not to expedite its own move into the cloud?

Real-time stats – bringing the cyberworld into focus

By admin, 22 maja, 2014, No Comment

Kaspersky Lab has made a host of unique statistical data available that shows the real-time picture of the cyberworld and its inhabitants. The company’s new portal gathers together statistical information from all over the world on what people are doing on the web, what devices they use and what threats they face.

The kaspersky-cyberstat.com site pays particular attention to cyber threats: what malware is currently most active and what harm it can cause to users and their devices. The portal presents ratings of the most widespread online threats, lists of countries most frequently attacked over the previous month and the number of different malware samples detected today.

To complete the picture, data about cyber threats is complemented with statistical information on the total number of Internet users worldwide, including those users who have only recently discovered the Internet. Visitors to the new resource will be able to see how many emails were sent in the last year worldwide, the number of blog posts or tweets written in the last 24 hours, how many new mobile phones were sold today, how many sites were hacked, etc.

“The number of Internet users is growing significantly every day, as is the number of devices and, unfortunately, the number and variety of cyber threats. The number of malicious mobile apps alone in our ‘collections’ exceeds 11 million,” commented Sergey Novikov, Deputy Director, Global Research & Analysis Team. “By creating an accurate picture of the cyber world with our own and third-party statistical data, we endeavoured to show that cyberspace is expanding at an unbelievable rate and this growth not only provides new opportunities but also brings new risks.”

The statistics on the portal are taken partly from the Kaspersky Security Network cloud-based service, which provides real-time information about new threats, detected by Kaspersky Lab products, and is partly derived from other sources, in particular from the online statistical services worldometers.info and realityclock.com.

Information on new cyber threats is processed by the company’s antivirus analysts based all over the world. Working in different time zones, the experts provide continuous scanning of the Web for new malware. Newly detected threats are immediately added to the antivirus databases of all Kaspersky Lab products. For an insight into the analysts’ work and a unique view of the company’s antivirus lab in Moscow, take our virtual tour. In addition to the statistical portal, Kaspersky Lab recently launched an interactive cyber threat map – an online service that displays cyber incidents worldwide in real-time.

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