Contact center management
Contact center management puts the customer at the center of every decision. Measuring time-to-answer, hold times and response quality are all key metrics, as are customer satisfaction and retention.
Top Stories
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Feature
28 Feb 2023
Customer success vs. customer support: What's the difference?
Customer support and customer success sound similar, but they're distinct business practices. Differences include approach, metrics, maturity and skills. Continue Reading
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Tip
05 Oct 2022
10 tips to enhance and promote self-service platforms
Self-service platforms should be visible to customers, emphasized across all touchpoints and meet customers' needs. These tips can help enhance and promote self-service. Continue Reading
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Feature
23 Mar 2023
Book excerpt: Data mesh increases data access and value
Zhamak Dehghani, a pioneer in data mesh technology, discusses how the concept decentralizes data to improve data-related decision-making and value in her book. Continue Reading
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Tip
23 Mar 2023
How to create a mobile device management policy for your org
A mobile device management policy creates several essential benefits for an organization, like security measures and data and application guidelines for corporate information. Continue Reading
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News
23 Mar 2023
U.S. policymakers press TikTok CEO on China's data access
U.S. lawmakers questioned TikTok CEO Shou Chew about China's access to U.S. data and how TikTok plans to mitigate concerns about the spread of harmful content on the platform. Continue Reading
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Tip
23 Mar 2023
The raw -- yet burgeoning -- potential of coreless banking
While coreless banking is still a novel concept, it shows strong potential to liberate banks from the rigid software systems that have dominated the industry for decades. Continue Reading
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Feature
23 Mar 2023
Data hoarding and the role of storage
The promise of future insights drives companies to store data. But there are potential drawbacks when storing data and better management methods than keeping everything. Continue Reading
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News
23 Mar 2023
Hireology CEO: ChatGPT will kick off HR tech arms race
Hireology's ChatGPT-based tool, Beaker, helps create job descriptions using customer information, speeding up the process but still involving humans. Continue Reading
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Blog Post
23 Mar 2023
Trust: easy to lose, hard to recover
Here are just a few of the topics that my fellow Freeformers and I have enjoyed researching and writing about in recent years: network security, SD-WAN, digital identity, smart wallets, digital ... Continue Reading
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News
23 Mar 2023
MSPs protecting themselves from security-lax customers
Anecdotal evidence from senior managers at Barracuda reveals the steps managed service providers are taking to make sure they are not exposed to risk Continue Reading
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Tip
23 Mar 2023
The attributes of an effective database testing strategy
Teams need to implement a proper database testing strategy to optimize results. Explore effective database testing attributes here. Continue Reading
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Feature
23 Mar 2023
Explore private wireless network vendor options
Private wireless networks can be difficult to deploy. Networking vendors -- such as Celona, Cradlepoint and Extenet -- offer services that could simplify the process. Continue Reading
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News
23 Mar 2023
5G to account for 35% of overall fixed wireless subscriptions by 2027
Study predicts advanced wireless connectivity will provide a competitive alternative to robust wired broadband and, driven by increased throughput, 5G will account for more than a third of such broadband connections Continue Reading
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News
23 Mar 2023
Tech Nation says UK needs roadmap to help tech sector reach $4tn
In its final report published before shutting for good in April, Tech Nation has outlined success of the UK’s tech sector to date, and explores at a high level what needs to be done to ensure massive future growth Continue Reading
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News
23 Mar 2023
Don’t count out Google and its AI chatbot Bard from AI race
The tech giant may have been forced to respond as Microsoft and OpenAI dominate the generative AI market. However, it might still come out on top of its competitors. Continue Reading
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News
23 Mar 2023
Microsoft responds to feedback with partner programme enhancements
It’s been six months since its cloud partner programme launched, and in that time the channel has shared its views with the vendor Continue Reading
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Opinion
23 Mar 2023
IT Sustainability Think Tank: Closing the sustainability gap through diverse and inclusive hiring
There is mounting anecdotal evidence that enterprises are struggling to ensure their statements of intent on sustainability are matching their actions, so what steps can they take to bridge the gap? Continue Reading
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News
23 Mar 2023
UK remote workers held back by poor tech, limited digital skills
Despite rapid adoption of hybrid working since Covid, research from Virgin Media O2 Business reveals organisations facing technical and personnel-related limitations in making third workspace pay off Continue Reading
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Tip
23 Mar 2023
What does a Windows 11 license cost for business?
There are many approaches to licensing Windows 11 along with other Microsoft business software and services, which can be daunting, but executives and IT teams can learn the basics here. Continue Reading
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News
23 Mar 2023
Everywoman in Tech Forum 2023: What it means to be an authentic tech leader
One of the main topics of discussion at this year’s Everywoman in Tech Forum focused on authenticity, and how this helps managers to create the inclusive environments their tech teams need Continue Reading
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Opinion
23 Mar 2023
Lets hope MVNOs put some virtue into virtual networking
If you want to judge the character of a person, given them some power and see how they deal with the responsibility. Now lets take the mendacity out of the MVNO and accentuate the virtues in virtual Continue Reading
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News
23 Mar 2023
Nationwide Building Society begins another ‘generational’ tech change
Nationwide Building Society's migration of its payments to a cloud-based software platform is a ‘generational change’ Continue Reading
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News
23 Mar 2023
US bakery pilots Amazon tech for palm payments
Amazon's palm-scanning authentication technology is being used by US bakery and café chain to boost use of its loyalty programme Continue Reading
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News
23 Mar 2023
GDS goes serverless to bring personalisation to online government services with One Login
GDS has opened up about the reasons why it’s opted for a serverless infrastructure to underpin One Login, and how it hopes the system will provide UK citizens with a more personalised experience Continue Reading
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Blog Post
23 Mar 2023
The women in tech who are talking about menopause
The prospect of paid menopause leave is something that has been frequently discussed in the news this year, with Labour claiming if it wins the next election it will require large firms to have ... Continue Reading
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Blog Post
23 Mar 2023
Be an AI hero, but just for a day
Like all new shiny new things, generative AI offers mere mortals a brief chance to impress friends, colleagues, line managers and customers, with Da Vinci levels of creativity and intelligence. ... Continue Reading
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News
23 Mar 2023
Podium taps ChatGPT for reputation management
The customer interaction and payment specialist with operations in Australia has integrated ChatGPT into its platform to help local businesses respond to customer reviews on social media Continue Reading
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News
22 Mar 2023
Adobe unveils new collaboration tool for marketing teams
The CX giant revealed new technology for faster workflows between marketing, product and data teams to collaborate on marketing campaigns in its new Product Analytics platform. Continue Reading
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Opinion
22 Mar 2023
Is observability as code overhyped?
Is observability as code as transformative as vendors claim or just another IT buzzword? Learn what to keep in mind when evaluating this emerging approach for your organization. Continue Reading
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Tip
22 Mar 2023
Why version control is necessary in digital asset management
Creative teams often use different versions of their digital assets across marketing channels. Learn how version control in DAM systems helps teams track these versions. Continue Reading
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Tip
22 Mar 2023
Workplace transformation: 8 steps to build a successful plan
The pandemic might have changed the workplace for good. Here's how to ensure that your organization's physical spaces, business processes and technology suit employees' workstyles. Continue Reading
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Podcast
22 Mar 2023
BreachForums taken down after arrest of alleged owner
This Risk & Repeat podcast episode covers the arrest of BreachForums' alleged owner and the site's subsequent closure, as well as possible connections to the DC Health Link breach. Continue Reading
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News
22 Mar 2023
Java 20 Project Loom updates set stage for Java LTS
Java 20 reincubates two Project Loom scalability features, making them prime candidates to become standard in September's Java LTS. Continue Reading
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Feature
22 Mar 2023
Understand how the CXL SSD can aid performance
Although CXL SSDs are only in the research phase, their performance shows promise. When used as simple memory extensions, they should improve programs that manage large data sets. Continue Reading
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News
22 Mar 2023
Why Veeam thinks ransomware warranty payouts are unlikely
Veeam Data Platform v12 offers a financial guarantee to customers that can’t restore after ransomware attacks, but the backup supplier is convinced it won’t be making many payouts Continue Reading
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News
22 Mar 2023
Rockwell Automation manufacturer poll finds tech paralysis
Rockwell Automation's annual manufacturer survey found a third unable to choose technology and almost half struggling to achieve a return on investment on purchased technology. Continue Reading
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News
22 Mar 2023
Goggo Network and Oxbotica team to bring autonomous deliveries to Europe
Autonomous vehicles logistics firm to introduce autonomous vehicle software developer’s operating system in its fleet of on-road autonomous electric vehicles across Europe Continue Reading
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News
22 Mar 2023
Distributor marketplaces key in supporting channel subscriptions
Research from Westcon-Comstor has revealed the pivotal role that disties play in enabling more interaction with marketplaces Continue Reading
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News
22 Mar 2023
Anheuser-Busch InBev brews digital infrastructure with Orange
Global brewing giant partners with business services division of global telco company to help with digital transformation Continue Reading
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News
22 Mar 2023
Openreach hits 10 million mark for full-fibre deployment
Village in England’s smallest county sees largest network provider hit milestone as 10 millionth location for full-fibre broadband to homes, businesses and public services Continue Reading
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News
22 Mar 2023
SCC picks up Vohkus
Channel player SCC makes first M&A move after indicating it had the funds to be active in the market Continue Reading
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News
22 Mar 2023
SAP looks to grow S/4HANA Cloud presence in midmarket
Grow with SAP is a new program targeted at driving SAP S/4HANA Cloud sales in the midmarket, but can it address the perception that S/4HANA Cloud is too complex for those companies? Continue Reading
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News
22 Mar 2023
Government launches seven-year NHS cyber strategy
The new Cyber Security Strategy for Health and Adult Social Care lays out a plan for promoting cyber resilience in the sector by 2030 to protect services and patients alike Continue Reading
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News
22 Mar 2023
UK government launches international tech strategy as tool of diplomacy
The UK government has announced an international technology strategy to promote the country abroad, strengthening ties with allies and supporting developing nations Continue Reading
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News
22 Mar 2023
Cyber insurance carriers expanding role in incident response
While cyber insurance has its benefits, infosec professionals expressed concern that carriers have too much influence over incident response decisions, especially with ransomware. Continue Reading
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News
22 Mar 2023
ServiceNow's latest Now Platform focuses on AI, automation
ServiceNow doubles down on AI in its latest version of its Now Platform. Code-named Utah, the new version has several AI features intended to optimize business processes. Continue Reading
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Tip
22 Mar 2023
How to build an SD-WAN RFP to evaluate vendors
There are key questions that belong in your SD-WAN request for proposal. Use them to better assess vendor features and capabilities, architecture, cost savings and PoCs. Continue Reading
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Tip
22 Mar 2023
How network perimeters secure enterprise networks
Network perimeters serve as essential network security to block unwanted traffic. Find out how they differ from the network edge and how they help secure enterprise networks. Continue Reading
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News
22 Mar 2023
Neos Networks to enable Oxfordshire gigabit smart county ambitions
Leading fibre connectivity supplier reveals role in project designed to deliver gigabit broadband upgrades for more than 175 public sector sites across Oxfordshire by the end of 2023 Continue Reading
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News
22 Mar 2023
Telent completes communications systems upgrades at HS1 railway stations
Telent designs and installs data network and management system at four international stations Continue Reading
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News
22 Mar 2023
AWS Imagine Grant launches in UK to fund charity cloud-based tech projects
The AWS Imagine Grant initiative has been running in the US for several years, with 66 charitable organisations receiving more than $6m in funding so far Continue Reading
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News
22 Mar 2023
CityFibre lands latest Project Gigabit contract
Latest part of UK government’s project to drive gigabit connectivity to non-urban locations sees broadband provider engaged to roll out full-fibre to 45,000 hard-to-reach homes and business across rural Cambridgeshire Continue Reading
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News
22 Mar 2023
OVHcloud opens India datacentre
The French cloud service provider has opened its first datacentre in India that will provide Indian businesses with access to local compute and storage capabilities Continue Reading
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Feature
21 Mar 2023
How AI has cemented its role in telemedicine
Many healthcare clinicians rely on AI when performing daily tasks and see benefits that outweigh the drawbacks. Continue Reading
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News
21 Mar 2023
ZenGo finds transaction simulation flaw in Coinbase, others
Referred to as a 'red pill attack,' ZenGo researchers discovered a way to exploit smart contracts and bypass security features known as transaction simulation solutions. Continue Reading
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Tip
21 Mar 2023
The fundamentals of achieving high cohesion and low coupling
It's easy to say, 'high cohesion, low coupling,' but is it as easy to put into practice? We examine some of the basics behind cohesion, coupling and the right balance between them. Continue Reading
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News
21 Mar 2023
U.S. sets code rewrite on job ads seeking H-1B, OPT workers
Dice's parent company, DHI Group, has reached a voluntary agreement with the U.S. Equal Employment Opportunity Commission over job ads that allegedly favored foreign workers. Continue Reading
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Tip
21 Mar 2023
4 ChatGPT cybersecurity benefits for the enterprise
As OpenAI technology matures, ChatGPT could help close cybersecurity's talent gap and alleviate its rampant burnout problem. Learn about these and other potential benefits. Continue Reading
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News
21 Mar 2023
Adobe Firefly brings generative AI imaging marketing tool
Adobe's Firefly is an image creator trained on millions of visuals from Adobe stock content to understand written commands and make images for better marketing. Continue Reading
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Tip
21 Mar 2023
Improve IT efficiency with a PowerShell self-service portal
You can jump over the technical barriers that impede automation efforts in your organization by exploring how to deploy a web-based portal that hosts your scripts. Continue Reading
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Feature
21 Mar 2023
Silicon Valley Bank collapse explained: What you need to know
Not all banks cater to startup companies. Silicon Valley Bank specialized in the tech startup industry but was not prepared for a bank run as companies started burning more cash. Continue Reading
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Feature
21 Mar 2023
20 social media terms to know
Social media marketing can be an easy way to reach consumers and build brand awareness. Check out this glossary to understand popular social media terms. Continue Reading
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News
21 Mar 2023
Nordics move towards common cyber defence strategy
Nordic countries agree to work together to improve their cyber defences amid increasing threat Continue Reading
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Tip
21 Mar 2023
Code comment best practices every developer should know
Source code can benefit from well-written code comments. If teams implement proper writing strategies, code comments can be a great tool to explain code intent. Continue Reading
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News
21 Mar 2023
Vonage's API tools embed video and add bulk messaging
Vonage drops an embedded video conferencing tool that can live on any platform and a mass communication tool to let enterprises customize messages at scale. Continue Reading
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News
21 Mar 2023
MPs explore how to expand quantum computing in business
Commons Science and Technology Committee is looking for evidence of where the UK’s new quantum strategy needs improvement Continue Reading
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News
21 Mar 2023
Nvidia DGX Quantum system blends CPUs, GPUs with CUDA
Nvidia and Quantum Machines deliver a new architecture that combines CPUs and GPUs with quantum technologies. Continue Reading
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News
21 Mar 2023
Nvidia aims at generative AI, joins with image stock firms
The AI hardware/software vendor offers services for enterprises to build generative models without starting anew each time. The vendor is also teaming with Adobe and Getty Images. Continue Reading
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News
21 Mar 2023
Riedel Networks, Kalaam collaborate to connect motorsports
Digital services firm teams with international customised network provider to support real-time data transfer and broadcasting for one of the most active and data-driven sports in the world Continue Reading
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Opinion
21 Mar 2023
From CDO to CTIO – what tech leader job titles really mean, and who calls the shots
In your organisation, do you have a CIO? A CTO? A CTIO? We offer a brief guide to the top roles in IT and the differences between them. Continue Reading
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News
21 Mar 2023
Tech competition with China remains top of mind for U.S.
U.S. competition with China on technology has advanced beyond legislation as the Biden administration mulls rules for limiting investments in the Chinese tech sector. Continue Reading
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News
21 Mar 2023
Adobe and RainFocus pair for more data insight at events
The CX software giant pairs with the event marketing services vendor to provide customers with tools for deeper personalized experiences at in-person and online events. Continue Reading
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Tip
21 Mar 2023
5 steps to migrate from MPLS to SD-WAN
To migrate from MPLS to SD-WAN, you need a plan. Use these five steps as a guideline to avoid MPLS contract disasters, unexpected costs and delayed installation. Continue Reading
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News
21 Mar 2023
Making it simple approach paying off for Hitachi Vantara
Efforts by Hitachi Vantara’s global channel chief to streamline processes and increase partner support have led to increased activity Continue Reading
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News
21 Mar 2023
How Mimecast thinks differently about email security
Mimecast CEO Peter Bauer believes the company’s comprehensive approach towards email security has enabled it to remain relevant to customers for two decades Continue Reading
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News
21 Mar 2023
UK signs digital trade deal with Ukraine
The UK and Ukraine have agreed a trade deal that will reduce the cost of IT imports from the war-torn country Continue Reading
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News
21 Mar 2023
Hitachi Energy emerges as victim of Clop gang’s Fortra attack
The power and energy division of Japanese conglomerate Hitachi has disclosed that it has fallen victim to a Clop cyber attack, but insists customer data is safe Continue Reading
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News
21 Mar 2023
GDS signs £24m worth of contracts for One Login
As the Government Digital Service (GDS) prepares for the official end of Gov.uk Verify, it signs three new contracts for its successor programme, One Login Continue Reading
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News
21 Mar 2023
Ferrari rejects ransom demand after cyber attack
Italian carmaker Ferrari says it will refuse to pay a ransom after an unspecified threat actor broke into its IT systems and stole customer data Continue Reading
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Blog Post
21 Mar 2023
Auto-tech series: Vanta - Compliance becomes an always-on process
This is a guest post for the Computer Weekly Developer Network written by Matt Spitz, in his capacity as VP of Engineering at Vanta - the company helps companies scale security practices and ... Continue Reading
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Feature
21 Mar 2023
HDD specs: Assess MTTF, AFR and UER to get the drives you need
In part one of a two-part series, we look at key hard disk drive specs, including mean time to failure, annual failure rate and unrecoverable error rate, and how they relate to each other Continue Reading
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News
21 Mar 2023
Danish law firm transforms digital collaboration through core system replacement
NJORD has transformed how it shares documents among lawyers through a cloud-based platform Continue Reading
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News
21 Mar 2023
BT gets on Wavelength to bring 5G, cloud to mobile businesses
Long-term, multi-million-pound investment gives leading UK telco’s business customers access to edge computing services, combining EE mobile network’s 5G and 4G network infrastructure with cloud services from Amazon Web Services Continue Reading
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News
21 Mar 2023
Ransomware gangs harass victims to ‘bypass’ backups
Analysis reveals how cyber criminal gangs are turning to extensive, targeted harassment campaigns to force victims to pay up, even if their backups are in good order Continue Reading
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E-Zine
21 Mar 2023
The risks of an imbalance in AI
In this week’s Computer Weekly, a leading AI expert explains the risks of an arms race in artificial intelligence caused by the domination of private sector providers. Our latest buyer’s guide examines ways to reduce IT’s energy use. And we analyse the latest damning revelations from the Post Office scandal inquiry. Read the issue now. Continue Reading
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Blog Post
20 Mar 2023
How to use the Google Chrome color picker extension
Want to select a color from an image on a webpage? Or an HTML element? Here's how to use the Google Chrome color picker extension that comes packaged as part of the built-in DevTools. Continue Reading
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News
20 Mar 2023
Oracle OKE takes on Azure, AWS with serverless Kubernetes
Oracle added serverless Kubernetes and a financially backed SLA to its OKE managed service, playing catch-up with AWS, Google and Azure and taking a swipe at them on pricing. Continue Reading
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News
20 Mar 2023
NCSC launches cyber check-up tools for SMEs
The NCSC has launched two new security services aimed at SMEs that lack the resources to address cyber issues, and may underestimate their vulnerability to attack Continue Reading
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News
20 Mar 2023
HPE to acquire OpsRamp for GreenLake IT ops tools
IT automation specialist OpsRamp will become part of HPE's GreenLake portfolio, adding hybrid cloud visibility and notification tools to the IT conglomerate's SaaS offerings. Continue Reading
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Opinion
20 Mar 2023
App modernization, mainframe, microservices: IBM event recap
At the recent IBM Infrastructure Analyst Event, IBM announced advances in IBM zSystems for AI, app architecture and other areas to help businesses achieve their goals. Continue Reading
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News
20 Mar 2023
Amazon’s latest round of layoffs includes HR
Amazon has cut another 9,000 jobs in HR, Amazon Web Services and advertising, citing the need to be 'leaner' due to economic uncertainty. The company laid off 18,000 in January. Continue Reading
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Opinion
20 Mar 2023
The rise of the non-developer
Low-code and no-code tools are often touted as solutions to the developer talent shortage -- but they might not be the full answer for companies facing a lack of tech skills. Continue Reading
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News
20 Mar 2023
VMware Partner Connect reboots with accent on SaaS
VMware's partner program gets a new look as the company invests in the subscription model; Endor Labs, Graphiant and TrueFort also launch or update channel efforts. Continue Reading
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Tip
20 Mar 2023
4 cloud API security best practices
APIs make up the majority of web traffic now, but they aren't always kept as secure as needed. Consider implementing these four cloud API security best practices. Continue Reading
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Feature
20 Mar 2023
Techno-nationalism explained: What you need to know
Techno-nationalism changes the way providers do business and the way users interact with tech. Continue Reading
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News
20 Mar 2023
FBI arrests suspected BreachForums owner in New York
The BreachForums arrest occurred days after DC Health Link's data went up for sale on the dark web message board, though the affidavit did not cite the breach in the arrest. Continue Reading
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Tip
20 Mar 2023
Boost cluster security with Kubernetes vulnerability scanning
Performing vulnerability scans on Kubernetes clusters can help keep container environments secure and running smoothly. Learn what risks to look out for and compare tool options. Continue Reading
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Tip
20 Mar 2023
Follow these 9 steps for SD-WAN testing before deployment
Before an SD-WAN implementation, you'll want to run the system through a battery of tests to check for things like failover, packet delivery and traffic segregation. Continue Reading
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News
20 Mar 2023
Docker Free Team concerns linger after mea culpa
Docker apologized for a 'terrible job' sharing its plan to deprecate a Free Team subscription, but some observers remain worried about security implications from the transition. Continue Reading
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News
20 Mar 2023
Amazon CEO Andy Jassy confirms 9,000 further job cuts across AWS, Twitch and its advertising arm
Amazon's cloud arm is set to be one of several business units that will lose employees over the coming months, a staff email has confirmed Continue Reading
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News
20 Mar 2023
Zoom strikes unified communications home run in MLB partnership
Conferencing and communications company claims first-of-its-kind partnership with major US sports league to enhance MLB games and the fan viewership experience based on contact centre and core platform Continue Reading
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News
20 Mar 2023
Acceldata update enhances data observability platform
The vendor's latest platform update adds four new capabilities, including low-code/no-code options for developing data quality standards and self-healing capabilities. Continue Reading