CTR Exclusives

Exploring the Parallel Universe of the Mid-Market Contact Center

Exploring the Parallel Universe of the Mid-Market Contact Center

by J.R. Sloan

Contact centers of more than 200 agents naturally attract a lot of attention from hardware and software solution providers because of the inherent promise of greater profit. Meanwhile, the needs of mid-market contact centers—those employing 50 to 200 agents—are not always met head on. Such organizations are often left trying to fit a square peg into a round hole, making do with solutions that fall short of their unique requirements, out-leveraged by the larger enterprises with bigger budgets.

When management wants its call center to simply do more, or IT needs to replace outdated technology, the mid-market contact center faces the complex task of finding solutions that balance costs (including upfront capital and ongoing operations expenditures) with functionality, while ensuring those solutions and systems can be maintained efficiently. And in mixed-switch environments, the complications can be multiplied.

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Five Things IT Pros Miss With Virtualization

Five Things IT Pros Miss With Virtualization

by Rick Vanover

Virtualizing is the easy part, but do we need to go back to the basics for our infrastructure practices?

Let’s get one thing straight: I love virtualization. I first started virtualizing with VMware Workstation 1 in either 1999 or 2000. I can’t exactly remember when, but I definitely remember what. I saw the potential and developed use cases over the course of my career, which fundamentally and permanently changed how I use technology.

Later on, virtualization “graduated” to being a production-class infrastructure practice because we all learned the benefits of this new way of delivering IT infrastructure and services. Today, in my virtualization practice, I continue to see that there are gaps and shortcomings (which, by the way, are not super-complicated) resulting in amplified impact due to virtualization-based consolidation. I’m happy to share my observations in my own practice, as well as those of others embracing virtualization. I also want to address how the following five frequently overlooked virtualization elements can reduce the overall benefit of your virtualization initiative. I’ll also show how you can easily correct the path!

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Sorting Through the Dizzying Array of Virtualization Backup Solutions

Sorting Through the Dizzying Array of Virtualization Backup Solutions

by Jean-Paul Bergeaux

When virtualization first hit the scene, IT departments went crazy using this revolutionary change to optimize their servers. Often though, backup and recovery wasn’t planned or even thought about until the backup admins started losing their hair because their jobs started failing or a recovery didn’t work because backups weren’t working anymore.

Things have changed and now IT departments are well aware of the issue and are planning or trying to plan for the backup headaches of virtual infrastructures up front. Fortunately and unfortunately, many different solutions are available that all claim to be able to help, most not hitting the mark completely. Here are some of the architectural choices and some pros and cons of each.

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The Five Tenets of Network Virtualization

The Five Tenets of Network Virtualization

by Eric Johnson

Network virtualization is more than just a technology – it’s becoming essential for anyone that manages large servers or data centers. Virtualization technologies have been around for quite some time, traditionally providing faster and more efficient processes for storage, servers and the desktop. However when it comes to complete network virtualization, the process and technology is a bit more complex. In fact, elements of the public sector have actually led innovative thinking around network virtualization for several years. It is only now that the private and commercial markets are starting to also show strategic interest and invest in the technologies.

During this adoption cycle, it is important to focus on providing guidance to those most impacted by these developments in networking technology – the IT department. Network virtualization along with methods such as software-defined networking (SDN) and protocols like OpenFlow are still misunderstood by most. By considering the basic tenets of network virtualization, it can be easy to sort out the realities of the technology versus the hype.

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Using Virtual Machines for Instant Server Recovery

Using Virtual Machines for Instant Server Recovery

by Jim K. Thomas

According to a recently conducted survey of small-to-medium enterprises (SMEs) by Aberdeen Research, 69 percent of the respondents are reported to have implemented virtualization technology into their server environments. As virtualization becomes a normal element of a networked environment, more administrators are using virtual machines for instant recovery. The use of virtualized servers is increasing for several reasons; the most significant being budgetary. Virtual servers are a cost-effective alternative to purchasing new hardware.

But exactly how does virtualization fit in with a disaster recovery plan? Virtualizing tier-1 applications amplifies the critical nature of building in quick recovery of virtual machines (VMs). With little tolerance for application downtime, businesses need assurance that their data will be quickly available in the event of hardware failure.

Interestingly enough, in a 2010 data protection survey performed by VMware, IT Administrators report backing up only 68 percent of their virtual environments. The biggest reasons given for this gap were costs of hardware, software and complexity of the process. There is software available in the marketplace that simplifies the backup process for virtual environments. By implementing image-based backup software for servers, backups can be scheduled for different configurations: physical-to-virtual (P2V), V2V and V2P, and P2P. By scheduling operations to be performed on a regular basis, your data is protected at all times. The benefit is that you can restore a server instantly to a VM and there is no need for fail-over hardware to sit idle gathering dust.

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