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The self-initiated trouble tickets are then routed to the appropriate technical staff. By automating routine customer service problems, 170 Systems frees up its limited technical staff to address tougher customer problems needing technical experts. At any time, customers can easily check their ticket status online and know that their questions are being addressed...

PepsiCo's competitor Coca-Cola Enterprises partnered with SAP in February for direct store delivery. PepsiCo will also partake of this integration between bottlers' back-end IT systems and mobile devices, field sales representatives, delivery drivers and equipment service staff can quickly and more effectively respond to a comprehensive range of customer requests...

Too many companies are too focused on running up the metrics of staff performance and use of CRM systems, often at the detriment of quality. Check your own CRM system for this problem: Just go into a customer record that has many entries and start checking the depth, insight and validity of numbers.

NTP does not actually use the technology to produce any product, and was dealt a blow when the U.S. government ordered BlackBerrys for its staff in the wake of the September 11, 2001, terrorist attacks. BlackBerry users found its service clear, while mobile phone services were blocked during the crisis...

As part of that process, working with a customer-service task force, if there isn't already an existing organizational structure that does that, is vital. They must understand what people are looking for instead of being focused on granular interface issues. This [task force] should include individual business managers that are running different verticals in a Web site. It should include business managers working with researchers. Many times, those experts are people who need to be brought in, [because] many times, companies grew their site development staff organically. Many times, they brought in print designers without interactive design experience...

"Going into this test, we thought Western Digital's 10K WD Raptor would hold its own; instead it actually dominated," said Maximum PC staff. "[WD Raptor] ate a couple of SCSI drives for lunch. Point, set, and match to the Serial ATA camp." Maximum PC magazine tested three hard...

In an appearance at the Wireless Communications Association conference in Washington, D.C., Tuesday, telecom entrepreneur Craig McCaw announced his plans to launch a nationwide broadband wireless network using spectrum and technologies his holding company has been assembling over the last year ...

The processing behind the ballot recognition, data collection and ballot printing takes place on the local server (not the Sunray) along with transmission to the state accumulator. Nowhere in this process, however, should the local server store that data. One obvious way to handle this is to use ordinary HTML pages embedding some JavaScript to handle direct data submission, via HTTPS, to the state accumulator. That's the approach I want to adopt for the purposes of this column, although in real life I'd be deeply tempted to look at avoiding browser overheads and risks by using TCL/TK and the Solaris PKI facilities. Others, presumably including most Sun staff, probably would recommend using XML with Java and the J2EE servers...

Intel announced today it is working with CollabNet to release the Foundation code of Intel's next-generation firmware technology under the Common Public License (CPL) later this year. More than 20 years old, the BIOS -- the Basic Input-Output System -- is one of the oldest software technologies in the PC platform. It operates in the preboot environment, which is the first few seconds after a PC is turned on and before the operating system loads...

Fujitsu said the company has formed a strategic alliance with Sun Microsystems in the Unix server business to minimize its exposure to this segment amid the ongoing shift to Linux servers ...

Flexibility is Glazier's middle name. He was once chief counsel of the subcommittee on courts and intellectual property, and former chief of staff to Howard Coble, onetime chairman of the subcommittee. Glazier became infamous in 1999 after slipping the "sound recording" amend...

"The best way to block such stealth worms," said Theriault, "is to deploy a consolidated defense, including multilevel antivirus protection, firewalls and policies to update operating systems and educate staff." Sophos analyzed and protected against 959 new viruses in May. Acc...

Sony today said it will stop developing and selling new handheld PDAs in the United States this year, exiting what the company called "a market in decline" and possibly striking a blow to software maker PalmSource. ...

Microsoft's most recent attempt to push the Lindows name out of the marketplace has been thrown out of a Netherlands court. ...

Police in Taiwan arrested Wang An-ping, a 30-year-old man who admitted to authoring a Trojan application later used to steal information from government computers. Wang reportedly told police that he developed the software as a commercial venture but eventually posted the code for free on the Web, including to some Chinese-language hacking sites ...

"Our company has built a rich Internet application using Flash Player on Linux that delivers a point-of-sale system for more than 700 sales staff members that retains the look and feel of their previous system, which reduced training costs," said Chris Peterson, consultant, MediaSuite Communications. "With the updated Flash Player now on Linux, we will be able to deliver even better performance, additional multimedia capabilities, and proven stability to our users, as well as deliver applications created with Macromedia Flex."

In the beginning, this weird and strange thing called a domain name, costing pennies in comparison with a trademark registration, was often delegated to webmasters or junior staff. Today, however, if a domain-name issue is not dealt with at a senior boardroom level, the quick demise of that corporation may follow.

Visitors began using the census.gov site's online knowledge base as soon asit became available. This reduced the Bureau's volume of phone calls ande-mails. The hosted system also allowed the agency to filter out thesimplest and most repetitive questions, freeing up its staff tospend more time responding to questions requiringindividualized replies...

Today at its TechEd conference, Microsoft announced agreements with an initial group of appliance partners to extend Microsoft's Internet Security and Acceleration Server (ISA Server) 2004 to customers who want all those features in a dedicated hardware package. ISA Server 2004, part of Windows Server System, is an application-layer firewall, virtual private network (VPN) and Web cache software technology designed to enable customers to improve network security and performance...

Managed security services are becoming an essential component of preventing e-mail security risks. In most small businesses, IT staffs are either nonexistent or overburdened. In large companies, IT staff operation is often hindered by budget constraints, according to security experts...