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  • “It Isn’t Easy At All; Otherwise, Everyone Would Be Doing It”

    - by Kathryn Perry
    A few months ago, JP Saunders (pictured left), who leads the go-to-market initiatives for the Oracle CX Service offering, kicked off a series of articles about modern customer service. He contends that to take care of customers?and the people that support those customers?companies need to make it easy to deliver consistently great experiences. But it’s not easy; it’s an art. The six posts in The Art of Easy series will help you better understand some of the customer service challenges you face and how to avoid common pitfalls. We pulled them all together here in one post for continuity and easy access. Saunders introduces the series with The Art of Easy: Make It Easy To Deliver Great Customer Service Experiences (Part 1). The Art of Easy: Offer Self Service With the Emphasis on Service (Part 2) by David Fulton (pictured left): David Fulton, Director of Product Management, Oracle Service Cloud, shares five tenets of customer self service that move an organization closer to becoming a modern customer service business. Easy Decisions For Complex Problems (Part 3) by Heike Lorenz (pictured right): Heike Lorenz, Director of Global Product Marketing, Policy Automation, writes about automating service policies to ensure that the correct decisions are being applied to the right people. The goal is to nurture the trusted relationships with customers during complex decision-making processes. Moving at the Speed of Easy (Part 4) by Chris Ulmand (pictured left): Chris Omland, Director of Product Management, Oracle Service Cloud, addresses the need for speed to keep up with customers’ expectations. His advice—start with a platform that enables agile innovation, respects a company’s unique needs, and has proven reliability to protect customer relationships. Knowledge Makes It Easy For Everyone (Part 5) by Nav Chakravarti (pictured rig: Vice President Nav Chakravarti, Oracle Service Cloud, talks about managing the knowledge that customers need and want. He coaches readers on delivering answers to customers’ questions easily, in context, with relevance, reliably, and accurately. Making Easy, Both Effective and Efficient (Part 6) by Melinda Uhland (pictured left): Melinda Uhland, Oracle CX Product Management teaches us that happy agents produce happy customers. A Modern Customer Service organization is one that invests in its agents and empowers them with tools to make them efficient and effective, which, in turn, improves customer results.

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  • Microsoft met à jour sa place de marché Pinpoint pour aider les décideurs informatiques à trouver des prestataires

    Microsoft met à jour sa place de marché Pinpoint Pour aider les décideurs informatiques à trouver des prestataires et accompagner leurs stratégies Cloud Pour renforcer son programme Microsoft Partner, Microsoft vient de sorti un nouvel outil. Présenté lors du son salon IT Partners 2011 qui vient de s'achever à Paris, cet outil a pour but d'accompagner les partenaires de Microsoft dans leur migration vers le Cloud. Il s'agit en fait d'une mise à jour de Pinpoint, la place de marché conçue pour faciliter la mise en relation des clients qui recherchent des logiciels Microsoft (ou une prestation de services) avec les partenaires spécialisés. Microsoft Pinpoint propose désormais la g...

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  • How to Get from Here to There

    - by Tom Caldecott-Oracle
    Six Oracle OpenWorld Sessions to Help Transform Your Business You’re a bit cloudy on how to implement an enterprise resource planning (ERP), human capital management (HCM), or customer experience (CX) cloud environment. You want to make a move to improve the productivity of your employees with mobility.   Let Oracle Consulting be your guide at Oracle OpenWorld. You can choose from six conference sessions that focus on business transformation—for ERP, HCM, CX, analytics, mobility, and private cloud. Oracle Consulting experts and your industry peers will share insights, best-in-class methodologies, and critical lessons learned in transforming businesses with new solutions built on Oracle technology.  Learn more. And enjoy the journey.

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  • Windows Azure : Microsoft et Oracle enterrent la hache de guerre avec un accord sur Java, le SGBD, le Linux et les applications d'Oracle

    Windows Azure : Microsoft et Oracle enterrent la hache de guerre Avec un accord qui concerne Java, le SGBD, Linux, le middleware et les applications d'OracleQui l'eût cru ? Les frères ennemis Microsoft et Oracle viennent de passer un accord. Ces retombés se feront en plusieurs temps.Dès aujourd'hui, les applications certifiées par Oracle pourront tourner sur Hyper-V (l'outil de virtualisation de Windows Server) et être hébergées dans Windows Azure. En sens inverse, la plateforme Cloud de Microsoft devient un revendeur de service Cloud approuvé par Oracle (le seul avec AWS). Mais ...

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  • Oracle CLOUDWORLD Global Event Series: Registration now open

    - by Richard Lefebvre
    Showcasing our ongoing commitment to cloud, Oracle will present an all-new global event series, Oracle CloudWorld! Our senior executives, customers, partners, and industry thought leaders will share how to drive business transformation using the Oracle Cloud. Highlighting Oracle's PaaS, SaaS, and Social solutions. Dubai, United Arab Emirates January 15 Register Now Munich, Germany April Notify me when registration opens  Register Now-- London, England April Notify me when registration opens See the dedicated Oracle CloudWorld website for information and registration details. Go to the CloudWorld site. Read the Oracle press release

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  • Distributed Computing - Hybrid Systems Considerations

    When the Cloud was new, it was often presented as an 'all or nothing' solution. Nowadays, the canny Systems Architect will exploit the best advantages of 'cloud' distributed computing in the right place, and use in-house services where most appropriate. So what are the issues that govern these architectural decisions? What can SQL Monitor 3.2 monitor?Whatever you think is most important. Use custom metrics to monitor and alert on data that's most important for your environment. Find out more.

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  • Ubuntu 12.10 brise la barrière entre PC et Web, Quantal Quetzal sort avec sa déclinaison serveur

    Ubuntu 12.10 brise la barrière entre PC et Web Quantal Quetzal sort avec Web Apps, Dash et bien plus, la version serveur de l'OS disponible Quatre mois après avoir pointé le bout de son nez en version Alpha, Ubuntu 12.10 « Quantal Quetzal » est prêt pour une utilisation par le grand public. Ubuntu 12.10 marque une étape importante de la symbiose entre Cloud, Web et Desktop entreprise par Canonical. Cette mouture fournit une intégration étroite entre les environnements de bureau, les applications Web et les plateformes de Cloud. La nouvelle fonctionnalité Web Apps du système d'exploitation offre une intégration dans le bureau des applications Web comme Twitter, Gmail ou encore Face...

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  • Que pensez-vous de Microsoft Dynamics CRM Online ? Testez gratuitement pendant 30 jours la solution CRM de Microsoft et partagez votre opinion

    Que pensez-vous de Microsoft Dynamics CRM Online? Testez gratuitement pendant 30 jours la solution CRM Cloud de Microsoft et partagez votre opinion La CRM (Customer Relationship Management) se situe de nos jours comme un outil indispensable pour capter, traiter, analyser les informations relatives aux clients dans le but de les fidéliser. Parmi les solutions de CRM actuellement disponibles sur le marché, figure en bonne place Microsoft Dynamics CRM. [IMG]http://rdonfack.developpez.com/images/MicrosoftDynamicCRM.jpg[/IMG] Le service bénéficie des fonctionnalités de Cloud Computing, permettant un accès instantané à vos données, où que vous soyez, à partir d'u...

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  • Announcing Oracle Solaris 11.1

    - by Larry Wake
    This morning, we announced Oracle Solaris 11.1, the first update to Oracle Solaris 11.This builds on all the things we've done to make Oracle Solaris the best operating system for enterprise cloud computing, so no surprises on what we've focused on: enhancements for cloud infrastructure, extreme availability for enterprise applications, and continued payoff from our co-engineering work with the rest of the Oracle software portfolio. You can learn more by visiting oracle.com/solaris, and our Oracle Technology Network Oracle Solaris 11.1 page. If you're at Oracle OpenWorld, be sure to attend Solaris engineering VP Markus Flierl's general session at 10:15 today, in Moscone South 103, where he'll be going into detail on Oracle Solaris 11.1 . And, be sure to sign up for our online launch event on November 7th, featuring Markus, fellow engineering VP Bill Nesheim, and a deep bench of Solaris engineers. It's hard to believe that it's been 20 years since Solaris 2.0 first shipped -- stay tuned for the next 20!

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  • ????????!?Oracle DBA & Developer Day 2012? ????????

    - by OTN-J Master
    ?????!DBA & Developer Day ??????????????????????????????!????????????DBA & Developer Day ???????????????????????????????????????????????????????????????????????????????????? OTN ??????????????????? ???????????????????????????????????????????????????????????????????Oracle Database Cloud Service??????????????????????????????·?????????Michael Hichwa??????Oracle OpenWorld 2012 ????????????????????????????????????Oracle Database Cloud Service???????????????????????????????????????????????????????????????????????Pluggable Database(???????????)??????????????????????????? ????2?????????6????????????24???????????????????????? Oracle Database ???????? ???????(MAA) Oracle Database ???????? BIG DATA Oracle Fusion Middleware???????? Oracle Solaris OTN ?????????????????????????????????????? – ??????????????????????????????????????????????????????????????????????????????????????????????????????????????????????? (???????????????????????)??????SPARC T4-1????????????????????????????????????????????????????????????? ????????????????????????????????????????????????????????????????????????????????????????24?????????(??·??)??????????! ????????????????????????????????????? (????: ?????????????????????????????????????????????)  

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  • Syncing Music Everywhere with Google Music and iTunes Match - Will This Work?

    - by dragonmantank
    I have the following devices: Personal Laptop running Windows 7/Ubuntu 11.10 (mostly use Ubuntu) Media Server running Windows 7 with PS3 Media Server and iTunes Work Laptop running OSX Snow Leopard iPad iPhone 4S The iPhone just replaced my Droid 2 Global. What I had been doing was using Google Music to watch the folders iTunes was storing music in and moving any new files up to Google Music. The Droid would pull music down from the cloud via streaming or me telling it to make it available offline, I had folders set up with PS3 Media Server to stream them to TV's via DLNA, and used RDP to play music through my speakers in the office. So far it's worked well. Since I've replaced the Droid 2 though with an iPhone, I've lost the syncing ability with Google Music and have to do it via iTunes (I knew this would happen, no big suprise). I got to thinking though - Apple does offer iTunes Match, which allows your devices to stream/download the music from 'the cloud,' much like Google Music. I could then listen to whatever I Wanted (for the most part) on my phone, iPad, and laptops by syncing via iTunes Match. I don't want to loose my MP3s though, and since I've never used iTunes Match, I wonder if the following is a viable solution: Sign up for iTunes Match on my media server Let it scan my library and make available my songs in AAC in the cloud Not delete the media server MP3s Set up other devices to sync to iTunes Match Continue to get MP3s via Amazon or other services and add to iTunes Let the MP3s sync to Google Music, and let the MP3's add to the AAC versions on my devices I think the main kicker is I don't want to lose the MP3 versions of my songs as those will work just fine on all my devices and I generally rip at 320kbps. I don't mind spending $25/year if it means that I can easily shift the music from device to device without much thinking, but I'm not going to pay $25/year to end up converting my library over to AAC just to save myself the hassle of manually syncing my iPad and iPhone.

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  • Do all routers really must know all routes to every router?

    - by Philipili
    This is my complicated and long question. First let's talk about the context. Network topology: PC A --- RT A --- RT C --- RT B --- PC B (RT C has a WAN NIC connected to "the cloud") With this situation : PC A must send a packet to PC B Default routes direct packets to the cloud We haven't access to RT C's configuration RT C only knows how to join network A, not network B RT A knows about network B RT B knows about network A RT C's routing table: Destination NIC Gateway 0.0.0.0 WAN Cloud Network A LAN A RT A's WAN RT A's routing table: Destination NIC Gateway 0.0.0.0 WAN LAN A Network B WAN LAN A RT B's routing table: Destination NIC Gateway 0.0.0.0 WAN LAN B Network A WAN LAN B I would like to permit PC A and PC B to communicate, but I don't have access to RT C. Networks B and BC are new. Can PC A send a packet to RT B's WAN NIC (which is possible) and "ask RT B to direct the packet to PC B" ? I believe replacing RT B with a VPN server should do the trick, but I would like to know if it is possible to make it without establishing a new connection.

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  • How should a small company administer their web server?

    - by John Isaacks
    We currently have our website hosted by a small company that is actually a reseller for Rackspace. They act as our server administrators. They configured the servers, handle the backups, if there is a problem, we call them and they fix it. We are growing and want to move away from our shared server to either a cloud or dedicated server. I am thinking cloud myself but I am open to either. The current company doesn't seem to want to offer us anything more than a shared hosting plan. I looked into cloud solutions at vps.net, with them I would have to be the server administrator myself. I am the website programmer but administering the server is outside my comfort zone. vps.net does have a $99/month plan for Pro-Active Managed Support but I am not sure if this is the equivalent on a server admin that is there when you need them. We could hire someone in house, but I think that would be overkill for our needs. I am not exactly sure what we need, I do know we need as close to 100% uptime as we possible can. and we need the ability to add/remove/change the server configuration/software/etc. when needed (though changes shouldn't be very often once everything is setup right). Can someone point me in the right direction? What do other companies do?

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