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5 Reason Skype For Business is a Natural Fit for the Contact Center
Clarity Connect
4/22/2016 11:27:09 AM
Thousands of companies have successfully deployed millions of Skype for Business seats, yet many still don’t think of it as a platform for their contact center.

Learn how a Skype for Business contact center is a great fit for:

• Multi-channel communications
• Cloud contact centers
• Development and extensibility
• Employee mobility
• Significant cost savings

Read the free white paper on what you can accomplish with a Skype for Business contact center

Centerity – The First Predictive BSM Solution for SAP HANA!
Centerity
4/8/2016 9:04:57 AM
Technology cooperation between SAP Co-Innovation Labs and Centerity brings holistic Business Service Monitoring (BSM) capabilities to the entire SAP environment including SAP ERP, SAP Infrastructure and SAP HANA. Centerity Monitor has been tested by SAP Labs and this document describes that testing process and SAP’s conclusions.

Centerity’s BSM solution was chosen for this integration over several other vendors due to the fact that Centerity is an established player in this domain and already has “out of the box” monitoring capabilities to SAP Systems (e.g., CCMS-based monitoring). Centerity was challenged by SAP to demonstrate the rapid implementation capabilities of its BSM solution within the existing service environment of SAP Co-Innovation Labs Israel and the ability to integrate HANA KPIs into its monitoring solution. While modern IT monitoring solutions provide various features, the focus of this SAP Co-Innovation Labs integration was the enablement of full BSM stack monitoring for a HANA-based environment.

Delivering Holistic Business Service Management for SAP HANA
Centerity
4/8/2016 9:04:23 AM
Cisco partners with Centerity Systems to provide BSM for in-depth visibility of SAP HANA IT / business environment.

The groundbreaking SAP HANA in-memory database platform is revolutionizing business workflows for many enterprise companies by delivering in-memory processes that enable real-time analytics, transactions, and predictive processes. By combining database, data processing, and application capabilities in-memory, SAP HANA enables companies to analyze vast stores of data and generate in minutes or even seconds complex reports that previously may have taken days or weeks to create. To help ensure quality performance, SAP works with trusted partners such as Cisco to deliver hardware and software as an integrated environment dedicated to running SAP HANA.

When Cisco looked at the market, Centerity Monitor, a Cisco compatible product, addressed all of the management challenges. Centerity delivers comprehensive Business Service Management (BSM) capabilities to the integrated SAP HANA IT / Business Environment with the flexibility to cover a broad range of equipment and applications that may support the SAP HANA environment.

Centerity Simplifies The Israeli Air Force’s Critical Information Systems Monitoring
Centerity
4/8/2016 9:03:21 AM
Enterprise System Fully Installs in 4 Weeks, Reduces Critical MTTR By 80%

Protecting the security of a nation in the middle of one of the world’s most unstable regions leaves no room for error. The mission of the Israeli Air Force (“IAF”) is to defend the existence, territorial integrity and sovereignty of the State of Israel, to protect the inhabitants of Israel and to combat all forms of terrorism which threaten its daily life. To accomplish this, the IAF’s IT infrastructure needs to be at the highest state of readiness possible in order to coordinate all of the Air Force’s assets and resources.

The IAF implemented Centerity’s IT and BSM performance & availability monitoring platform to efficiently maintain its IT assets, proactively prevent disruptions and effectively reduce mean-time-to-restore (“MTTR”) via Centerity’s Business Service Management (“BSM”) capabilities to define and collectively manage critical processes. This paper addresses: (1) Industry Best Practices for establishing an efficient Enterprise-Class Monitoring Solution; (2) IAF’s Requirements; (3) New Solution Selection Process and Findings; (4) Implementation of Centerity; and (5) Business Impact of the Centerity deployment.

New Revenue Opportunities Service Providers in Public, Private or Hybrid Cloud Applications
Centerity
4/8/2016 9:02:07 AM
Service Providers are always looking for new service opportunities with high margins and low delivery costs. While IT and Cloud Monitoring is not new, Centerity’s next-generation approach combined with a service-centric focus is. This service-centric approach is what’s needed to promote the transition to the “3rd Platform of IT Innovation” described by IDC in a 2014 report.

Legacy monitoring tools were typically created with one of the following two approaches in mind. The first approach was technology domain-centric meaning that these tools focused on only a single technology domain. This “silo-ed” approach focuses on only one technology and can’t understand its impact or interdependency with other technologies in delivering a service. The second approach was, in theory, a cross-domain approach with aspirations of being a service-oriented platform but being an assembly of silo-ed approaches lacks the dynamism necessary in today’s complex, hybrid environments.

Centerity’s new approach to Cloud Monitoring is to create a unified platform providing end-to-end coverage via a single, software appliance purpose built to be both service-centric and application-centric. Due to its broad coverage, Centerity can offer comprehensive Business Service Management (BSM) process views where technology interdependencies are well understood enabling IT to become a dynamic business-driven culture.

Next-Gen BSM: A New Path to Integrated, Service-Centric IT Availability and Performance Monitoring
Centerity
4/8/2016 9:01:18 AM
The pinnacle of integrated, service-oriented management strategies is embodied by Business Service Management (BSM) solutions. Such products are intended to bring together a holistic/systemic view of IT infrastructure and services, recognize relationships between collections of elements, and put them into context regarding how they support business activities and processes. Large enterprise organizations have been the sweet spot for traditional BSM framework solutions, but product complexity, integration costs, and services needed for deployment and maintenance have made them impractical for the broader IT community. A new breed of next-generation BSM offerings is arising to provide more cost-effective answers that intrinsically unify data across IT technology domains, lowering both acquisition and deployment costs. This paper discusses the essential requirements for successful BSM deployments, examines how Next-Gen BSM solutions differ from traditional alternatives, and reviews a Next-Gen BSM solution offered by Centerity in light of those requirements. By Enterprise Management Associates.

Modern Call Center Best Practices in the Age of Siri
Spoken
3/29/2016 12:41:17 PM
Siri and smartphone virtual assistants like it have affected customer expectations for the voice channel in the modern contact center. However, most Interactive Voice Response systems fall short of those expectations. Modern Call Center Best Practices in the Age of Siri offers concrete tips on how to meet caller expectations while saving money and keeping customer satisfaction at an all-time high.

How to Budget for Enterprise Software
TMCnet
3/28/2016 1:13:06 PM
If your enterprise is not using leading-edge software — assured and upgraded frequently from a trusted vendor and employed by well-trained people — your enterprise could be imperiled. This strategic white paper explains what Enterprise Software is, discusses why and how to budget for it, and how vendor selection is a critical part in making the right software choices to achieve optimal overall performance.

Empower Your Business with Continuous Communications
8x8
3/28/2016 12:11:20 PM
Enterprise conferencing and collaboration technologies today stand at an exciting crossroads. Solutions that were once considered consumer technologies are moving into the enterprise. Never has this trend been more pronounced than now, as consumerization of IT and mobile device proliferation increasingly break down the walls between business and consumer use. As a result, enterprise solutions must become increasingly simpler to deploy and more intuitive to use. At the same time they must deliver a secure and seamless communications experience. As the worlds of consumer and business communications blend, walking the line between the two has become top of mind for users and IT decision makers alike. Businesses must capitalize on these tectonic shifts in user preferences by deploying agile communications that today’s mobile users need in order to collaborate effectively wherever they are.

5 Common Pitfalls of Project Management Software Implementation
Project Insight
3/22/2016 11:27:30 AM
For a successful implementation, you must have a product that fits your needs, leadership to sponsor your implementation, and a business process defined that blends with the software you’ve selected. Using real world example, we will dive into 5 common pitfalls of project management software implementation and adopt and discuss why project teams are adopting project management solutions and how the market is growing.

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