When companies consider the cloud, especially when in the early stages of cloud adoption, they tend to view it with an infrastructure lens. They see like-for-like servers, now hosted in the nebulous “nowhere” instead of in their buildings or in hard-linked data centres, and hopefully with infinite capacity for scaling. But that’s too often where […]
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Contact centre turnaround
Customers have raised their service standards. They no longer want to settle for a mediocre customer service experience, and call centres have to provide top-notch service facilities to meet customer expectations. In fact, a recent survey found that 59% of customers say they have higher expectations for customer support than they had a year ago. […]
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How Bots Can Ensure Customer Experience Remains King
With more contact points than ever before, businesses need to ensure a smooth omnichannel experience. However, this is easier said than done. The customer service technology ecosystem has grown increasingly more complex over time, with communication channels ranging from emails and phone calls to social media, web chat, and self-service platforms. This is especially challenging […]
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The Programmers Oath – an iOCO perspective
Software is all around us – almost everything has a software component. Without it banks and hospitals would grind to a halt, transportation would be non-existent, and telecommunications would go silent, desktops, laptop and phones wouldn’t operate. Society will be plunged back to the Stone Age. More seriously, we wouldn’t have Facebook and Instagram. I […]
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API platforms and an API-first approach to building better external and internal connections
It used to be that getting value from software in a business was mostly about what technologies were available, and your ability to develop those that weren’t. Creativity – choosing how and why to use those technologies – largely followed. APIs – Application Programming Interfaces – have changed that, blurring the boundary between intent and […]
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“Adapt or Die” – enter the API economy
[responsivevoice voice=”UK English Male” buttontext=”Listen to this”] The world is converging, and this convergence is increasingly held together by the API environment. APIs – Application Programming Interfaces – are much talked about, but not always well understood. So let’s begin at the beginning. APIs are pieces of software which define and automate communication between separate […]
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Creating competitive advantage through custom, design-led development
Creating competitive advantage through custom, design-led development Traditional drivers of custom software development – building additional revenue streams and cutting costs – consistently motivate our clients. But business sustainability in a constrained economy and a time of constant disruption doesn’t only depend on maintaining a healthy income statement. It requires you to distinguish yourself from […]
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Doing the right thing – Conscious design in software development
The thing that makes us essentially human is the ability to think for ourselves, to reason, and to make decisions. Yet this cognitive ability risks being compromised by the growing use – and abuse – of persuasive technology principles and techniques. Designers and technologists are being taught behavioural design techniques so that the solutions and […]
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Moving from Data to Actionable Intelligence
Many companies today are using big data and analytics to make real-time, data-driven decisions. Even those companies that have only just embarked on their analytics journeys are looking to their data to change the way business decisions are made and gain the benefits that actionable intelligence promises. However, moving from analysis to actionable intelligence is […]
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Get a competitive edge with iOCO multi-cloud management
Technology is progressing exponentially and with the arrival of local hyperscale availability, the cloud brings significant opportunities to the commercial industry. The market is moving swiftly towards business functions being consumed as applications that are used as a service and delivered in the cloud. Business that wish to keep up with the technological revolution therefore […]
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