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Business Application News & Discussion

Tags >> software
Sep 22
2011

CIO Insight: Business Intelligence & Analytics are Top IT Apps in 2012

Posted by: We Are Cloud

We Are Cloud

CIO Insight recently published a slideshow about application adoption trends over the next year. According to a recent survey from SnapLogic, of which over 110 CIOs and other top execs took part, CIOs and other senior tech executives continue to pursue BI, analytics, productivity/collaboration, financial, sales and social media tools, as they strive to integrate IT with their organization’s strategic objectives.

This is yet further proof that the BI/analytics space is hot right now, and more and more companies are realizing that business performance can be largely improved by leveraging these tools.

“BI, for certain, remains hot. But so are other apps, such as those that are Saas/cloud-driven.”

Nov 19
2010

HelpDeskSaaS - Help Desk Software as a Service (SaaS) for Customer Service and Support

Posted by: coachoutlet

Tagged in: support tickets , software , SaaS , online , Help Desk

coachoutlet
Help desk software is what brings together the different methods of a company's customer service and support. A powerful help desk support system requires careful integration of support tickets software and knowledge base, and should also co-operate with any of existing website software and design.

Many help desk products featuring a wide variety of support methods to offer customers. Management of the support software is always easy with their features and administration interface. Each system seamlessly integrates into one another, making a powerful support center.

Online help desk software solutions are mostly based on e-mails. The customer sends normal e-mails that are ported into the help desk software, and can also reply and send emails to support agents. There is also a big disadvantage of these systems: emails can get lost, systems can fail, mail may not get through since they might be treated as a spam - but if a person has to go to the site to update the ticket then it's all done locally.

The support ticket systems has a similar approach for handling customer support issues. Support ticket software mostly used in an environment where customers don't usually expect instant answers. Similar to email support, ticket systems require the customer to leave their name, email, and problem. Support ticket software is fairly inexpensive to maintain, with only a few people needed to handle the volume of tickets for the average website. Support ticket systems are also very effective as customers can leave their concerns at any time, and they can receive email notifications and alerts about the status of their requests.

Help Desk SaaS
 

HelpDeskSaaS – Help Desk Software-as-a-Service has attempted to reconcile these two approaches. The aim was to enable customer support software that can record customer requests and support issues with email, as well as to create support tickets from the web form without information overloading. Communications in the other direction - towards customers who need to recall an instant information about the requests processing, were resolved through a ticket unique web address URL. This dynamically created web page contains information about the ticket and processing history. In this way the customer is able to timely monitor the resolution of his request and to reply to support agents, without the need to constantly log into the system.


The SaaS model is what brings the power to HelpDeskSaaS features and benefits. Such a model provides online help desk software without dedicated ICT resources. It can be used as a simple or sophisticated web based solution, depending on business needs. Team members with the appropriate access permissions can monitor the entire service support functionality from the browser of any web-connected computer. On the other side, both internal and external customers can browse the online knowledge base, submit a request or check the status of their open requests.

HelpDeskSaaS combines help desk functions into one collaborative package intended for use in web B2B or B2C environment. The main features include:

  • Support ticket management with integrated knowledge base
  • Self-Service portal allows companies to provide self-service capabilities to customers
  • E-mail to ticket conversion
  • Help desk tasks automation
  • Customised e-mail notifications
  • Interactive reporting tool
  • Multilingual support: Spanish/Español (es), French/Français (fr), German/Deutsch (de), Portuguese/Português (pt).

Help Desk Software-as-a-Service for the best customer service

Quality online help desk software can be a winning factor for many potential customers and advantage over a competition.

Most online companies will never have face-to-face contact with their customers, so their portrayed personality is made up through the service rather than their body language. Online support can also be less expensive, as many customers will find their answers in well designed knowledge bases before having to contact a support representative. Rather than having a customer relations team, the company might have only a few people for each thousand that visit website - assuming that a large, well written knowledge base exist.

Using HelpDeskSaaS empowers this goal – to create a "single point of contact" for help desk in a organization that can provide benefits that are cost effective measurable:

  1. Offer 24x7 support to your end-users
  2. Track and manage customer support issues effectively to ensure customer satisfaction
  3. Coordinate widely distributed tasks, enforce standards and reduce human error
  4. Reduce support load with self-service portal
Oct 13
2010

Escrow for Saas?

Posted by: We Are Cloud

Tagged in: software , SaaS , legal , escrow

We Are Cloud

When SaaS was a new technology, software escrow was a popular inclusion in contracts. Is this is still the case? Should source code escrow exist in contracts between licensors and licensees?

 

What is escrow?

Normally you do not own or have any rights to the software (including source code) that you are accessing, under the terms of a regular SaaS agreement. This does not usually become an issue until technical problems start to arise, i.e. unexpected service interruptions, downtime, loss of application functionality and loss of data. This can add significant costs to your business and you remain reliant upon the software supplier to resolve these issues, unless you have an escrow agreement in place. Escrow is when the software source code is held by a third party – an escrow agent – on behalf of the customer and the supplier.

Aug 03
2010

My Love-Hate Relationship with Software Listings

Posted by: Matt Mansfield

Matt Mansfield
New post: http://ow.ly/2knj6
Jul 27
2010

Free Guide to My 6-Step Online Software Evaluation Process

Posted by: Matt Mansfield

Tagged in: software , selection , SaaS , evaluation , business

Matt Mansfield
Download your guide to my "6-Step Online Software Evaluation Process": http://bit.ly/bQrFs4
Jul 22
2010

It's Not Your Fault!

Posted by: Matt Mansfield

Tagged in: usability , software , luddite

Matt Mansfield
Do you feel that you are "not technical" or that "machines hate you"? Well, It's Not Your Fault! http://bit.ly/d8aREj
Jul 15
2010

Cloud Service Customers : You Have 6 Rights and 1 Responsibility

Posted by: We Are Cloud

We Are Cloud

Today's cloud computing environment is relatively complex - so complex in fact, that it has motivated Gartner’s Global IT Council for Cloud Services to identify the six key rights (and one responsibility) to serve as a best-practices guideline for enterprises looking to deploy cloud-based solutions. The ultimate goal: to help cloud providers and their customers establish successful business relationships.

The recent report released by Gartner says all cloud services customers should have some basic rights to protect their interests. We’ll briefly outline their ideas :

 

Jul 07
2010

YouTube Adds Video Editing To The Cloud

Posted by: Floyd Tucker

Tagged in: youtube , Video , software , motionbox , Google , Final Cut Pro , editing , cloud , Audioswap

Floyd Tucker

A quick piece on the video editor encapsulated within YouTube's growing services - pretty cool option if your not savvy with Apple's products (iMovie/Final Cut Pro) or are just wanting to give video editing a try.

Up until now, if YouTube users wanted to combine multiple clips into a single video, they had to use offline editing tools. But YouTube recently rolled out cloud-based video editing tools, giving users a whole new way to remix their existing video assets online.

As detailed in the Google operating system blog, the new YouTube editor allows users to trim video, mix and match clips — even add music. And while the new offering won’t replace more robust video editing software — like Apple’s Final Cut Pro — it will enable users to combine their videos in new and interesting ways.

May 27
2010

Tech Hiring Proves More Challenging as Economy Recovers

Posted by: Floyd Tucker

Tagged in: talent , Sprint , software , silicon valley , sailpoint , SaaS , Red Hat , jobs , Facebook , Economy , convio

Floyd Tucker

Companies From Texas to Missouri Rethink Tactics to Attract Talent as Competition Grows; Employing the Personal Pitch

The pickup in tech hiring is spreading beyond Silicon Valley, forcing companies outside the big tech center to rethink their recruiting tactics.

TECHJOB
Companies in second-tier tech locations such as Austin, Texas, and Raleigh, N.C., had an easier time recruiting talented employees during the slump. But now that Silicon Valley firms have started aggressively hirig, and the general economy is improving, competition is stiffe"We've always had a bit of a competition for talent with Silicon Valley," says Julie Huls, president of the Austin Technology Council, a trade group of Austin-area technology executives. "As firms over there start to recover, we have to make sure we stay in the game."

Convio Inc., a 370-employee Austin-based maker of fundraising software, continued adding employees during the recession, hiring about 35 people last year. "We were able to recruit incredible people that we couldn't have gotten before the recession," says Angie McDermott, vice president of human resources.

That has gotten harder this year. Convio is planning to increase hiring and is looking for six engineers now. Employee referrals are a big source of new hires, so earlier this year, the firm started a program where employees can easily send Convio job openings to connections on their Facebook, LinkedIn and Twitter accounts. On Facebook, employees can install an application that lists a company's job openings.

Apr 27
2010

Boulder is one of the best towns for startups...Learn why

Posted by: Eli Lloyd

Eli Lloyd

 

The Colorado hotspot is the top U.S. destination for new tech companies largely because of a bottom-up revolution led by entrepreneurs

On a recent morning, a half-dozen young software engineers hunched over laptops at The Cup, a café on bustling Pearl Street in downtown Boulder. They were holding an informal meeting about a social networking app they're developing and seemed to be on a first-name basis with the parade of techies walking through the door.

An influx of entrepreneurs like these has changed the face of this Colorado city of 98,000, making it a destination for Internet startups. With the University of Colorado as an anchor and a backyard full of mountains as lifestyle bait, Boulder now has the highest concentration of software engineers per capita in the nation. It's second only to Silicon Valley in percentage of workers employed in tech, according to the American Electronics Assn. Best-selling author and urban development expert Richard Florida says it has the greatest concentration of the "creative class"—scientists, artists, engineers, and the like—in the U.S.