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It should come as no surprise that Maurice Ramirez -- an emergency room attending physician with Florida Hospital's Flagler division -- is in favor of widespread adoption of automated personal health records, or PHRs. Ramirez was once chief medical officer for a company that was developing such an a...

For many e-tailers, online chat is a closer. Packaged and offered up to site visitors as a service, it provides an opportunity to close a sale when an uncertain customer wavers. Retailers were early adopters of this technology precisely because of the distinct return on investment, Conversive CEO Ro...

You're the manager of a Hilton Garden Inn, and it's the height of family vacation season. The lobby is abuzz with kids toting skateboards and moms pushing strollers; your front desk agents are overloaded with check-ins. In the middle of all this, a harried business traveler calls to the front desk f...

Saturday, Nov. 8, 6:15 p.m. The Wheaton, Md., Metrorail stop in greater Washington, D.C. I am meeting a friend at 7, and I'm later than I wanted to be getting to the Metro. Unfortunately, I'm a bit off my stride. I forgot to get dollar bills and now have to scrounge through my purse looking for eno...

Avaya is targeting unmet pockets of user demand in the telecom industry with the release of three new offerings this week. Kevin Kennedy, who will be taking over as CEO in January, is appearing at VoiceCon on Monday to unveil the new products: a contact center product focused on outbound messaging a...

For public utilities, the world seems to be taking on a green hue. Their customers are the beneficiaries of an effort to preserve resources -- and save a bit of cash in the process -- as they move toward electronic bill payment, have their lights dimmed automatically, and place orders online. For ex...

You're the manager of a Hilton Garden Inn, and it's the height of family vacation season. The lobby is abuzz with kids toting skateboards and moms pushing strollers; your front desk agents are overloaded with check-ins. In the middle of all this, a harried business traveler calls to the front desk f...

In a year of consolidation in a hot business intelligence marketplace, IBM, Microsoft, Oracle and SAP secured leading positions in 2007. This has cleared the way for a new generation of BI specialists to emerge and take root. "We like to compare the massive consolidation we saw in 2007 to a forest c...

Database vendors, as well as human resources, customer relationship management, enterprise resource planning and specialist recruitment management systems developers are all working with organizations to improve their recruiting and personnel management capabilities -- and they're taking advantage o...

Organizations large and small are increasingly able to make use of service-oriented architecture and Software as a Service, employing a mix of in-house, on-premise, vendor-supplied and hosted on-demand applications and platforms to meet the need for fast, flexible application development and deploym...

Interactive Intelligence has introduced a mobile offering that duplicates many of the IP telephony functions available to workers on their desktop phones. Interaction Client, Mobile Edition provides users with presence management; company directory look-up; Microsoft Outlook contact access; call con...

Salesforce.com on Tuesday announced its latest acquisition to the world. CEO Marc Benioff said that document management is a core element of the company's platform strategy. That strategy has been rolling out in bits and pieces since the company announced its Apex platform last year. However, it ...

Outsourcing and the establishment of captive customer service operations offshore depend on labor markets to supply qualified talent at affordable rates. Without appropriate personnel, nothing is possible. The globalization of information technology and IT-enabled services is leading to the global...

I wish every software marketing statement -- especially in CRM -- was as good as what they used for toothpaste when I was a kid. Thanks to Madison Avenue and having only three networks on broadcast TV, I can almost repeat verbatim the tag line about Crest from memory. "Crest has been shown to be a...

Last week in New York, Salesforce.com improved its position in the CRM suite market when it introduced version 2.0 of its service and support offering. The company has quickly come up the curve to a point where it has approximate parity with other companies offering a range of support options inclu...

A while ago I wrote about the problems caused by various forms of malicious software that download to your computer while you are surfing the Internet. Spyware is probably the most dangerous. Like the flu, it comes in several forms. Some are used to steal personal information and therefore play an...