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By Matt Craig
On Sep 04, 2015

Good Technology Purchased by....BlackBerry?

Friday, September 4, 2015

With BlackBerry’s decline in market share over recent years, speculations of an acquisition were (and still are) common. But in a surprising turn, BlackBerry is the one doing the acquiring, in the form of purchasing Good Technology, one of the leaders in the enterprise mobile management (EMM) space. Announced this morning, BlackBerry is purchasing Good Technology for a total of $425 million, making the combined company the largest in the EMM market in terms of market share.

By Lisa Durant
On Sep 02, 2015

Technology’s Limitations in Furthering Innovative Customer Engagement

Wednesday, September 2, 2015

As an analyst, I spend a lot of time reading and learning about new and emerging technology. I design research projects to investigate technology adoption, identify snags and snafus, find out what’s driving purchasing decisions, etc. But, at the end of the day, I’m left with the blunt fact that, in the world of customer engagement, technology is rarely the outright answer to any business’s problems. That’s because this is a field that deals with people: helping them, selling to them, empowering them with knowledge.

By Irwin Lazar
On Aug 25, 2015

Team Chat Apps: Hype vs Reality

Tuesday, August 25, 2015

My latest posting on NoJitter is now available:

Team chat applications are gathering a lot of interest, but enterprise adoption remains low -- giving IT time for proactive evaluation and planning.

By Lisa Durant
On Aug 18, 2015

Seeing Enghouse Interactive’s Contact Center Solutions in Action

Tuesday, August 18, 2015

At last week’s Enghouse Interactive Analyst Event, I had a chance to get up close and personal with some of their contact center products. While Enghouse is a less familiar contact center vendor to IT leaders in North America, their contact center solutions (Enghouse Interactive Communications Center (EICC), Contact Center Enterprise (CCE), and Contact Center Service Provider (CCSP)) are fairly innovative once you get to know them.

By Johna Till Johnson
On Aug 17, 2015

“Welcome to Acme Corp. You’ve Been Breached”

Monday, August 17, 2015

Incoming CISOs like to joke that the first item they’re issued when they begin the new job is a T-shirt with a target on it. But it’s not really a joke: for a long time, the CISO’s job was to be fired if a company was breached.

That’s no longer the case. For one thing, the drumbeat of breaches at high-profile companies makes it clear that even the most sophisticated companies can be victims.

By Irwin Lazar
On Aug 07, 2015

It's Time to Address UCCOps

Friday, August 7, 2015

My latest post is now available on NoJitter

In 2014 Nemertes conducted a benchmark study of contact centers in the enterprise. One of the goals was to find out the characteristics of a successful contact center strategy, and along the way we discovered that results didn't match our hypotheses. Read More
By Johna Till Johnson
On Aug 03, 2015

Nemertes Navigator360 Conference Charts the IT Seas for 2020 and Beyond

Monday, August 3, 2015

For the fifth consecutive year, the Nemertes Navigator360 conference was a smashing success.  The Nemertes team, together with our Platinum sponsors Dimension Data and Sprint, and senior IT executives from Ford, Mars, Inc., Northrop Grumman, Pfizer,  Prudential and other leading global firms covered a lot of ground in 2.5 days: We explored emerging trends in unified communications, cloud services, DevOps, security and risk management.

By Lisa Durant
On Jun 09, 2015

Interactive Intelligence Launches Cloud-Based Contact Center Solution PureCloud Engage

Tuesday, June 9, 2015
Picture: 

Interactive Intelligence today formally announced the launch of its Amazon Web Services-based cloud contact center product PureCloud Engage.

By Johna Till Johnson
On Jun 09, 2015

Cisco's Changing of the Guard

Tuesday, June 9, 2015
When Chuck Robbins succeeds John Chambers as CEO on July 26, what changes can competitors, partners, and IT professionals anticipate?
By Matt Craig
On Jun 01, 2015

The Encryption War

Monday, June 1, 2015

Just like back in the mid 1990s, the battle between industry and law enforcement over encryption is heating up, with a large amount of posturing and naiveté. Law enforcement, led largely by the FBI, is waging a war on encryption, arguing encryption is the backbone of modern crime. It is obfuscating criminal activity from law enforcement. In essence, encryption is doing its job too well. Now, there is a push, not to criminalize encryption, yet create backdoors to allow law enforcement into encrypted systems.

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