Thought Leaders In Cloud Computing: Mandy Edwards, CIO Of Sitel (Part 7)

By Sramana Mitra and guest author Siddharth Garg Sramana Mitra: That is true on the marketing side. You are talking about the pre-sale situation, market research situation where customers are trying to make a decision. But what about the actual customer support piece where you are a customer and you have bought a product. I

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Thought Leaders In Cloud Computing: Mandy Edwards, CIO Of Sitel (Part 6)

By Sramana Mitra and guest author Siddharth Garg Sramana Mitra: So, are there nuggets of information that you can share about strategies you are using as far as cloud computing is concerned? Mandy Edwards: Well, in terms of strategy, everything we do has to be secure. We also have to understand risks and vulnerabilities, and

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Thought Leaders In Cloud Computing: Mandy Edwards, CIO Of Sitel (Part 5)

By Sramana Mitra and guest author Siddharth Garg Sramana Mitra: In your industry, what is available today as infrastructure as a service? Obviously, storage was one of the first value propositions to be adopted as an infrastructure as a service, but is there something beyond that that is specific to your industry that you are

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Next 1M/1M Strategy Roundtable For Entrepreneurs On Thursday, June 2

Entrepreneurs interested in discussing their startup ventures are invited to pitch their businesses or attend the next FREE online 1M/1M strategy roundtable on Thursday, June 2, 2011, starting at 8:00 a.m. PDT/11:00 a.m. EDT/8:30 p.m. IST. You can find more details and register here. All are welcome!

Thought Leaders In Cloud Computing: Mandy Edwards, CIO Of Sitel (Part 4)

By Sramana Mitra and guest author Siddharth Garg Sramana Mitra: Right. What is the procedure of updating the knowledge base? Let’s say your agents come up with a scenario that is not addressed in the knowledge base, and somehow or the other you have to figure out how to answer that question. How does that

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Thought Leaders In Cloud Computing: Mandy Edwards, CIO Of Sitel (Part 3)

By Sramana Mitra and guest author Siddharth Garg Sramana Mitra: OK. Would you talk more about integration? I would love to know more about what is happening in the area of knowledge base. Where is the knowledge base? Do customers maintain it, or does Sitel? What is the process that goes on in augmenting the

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Thought Leaders In Cloud Computing: Mandy Edwards, CIO Of Sitel (Part 2)

By Sramana Mitra and guest author Siddharth Garg Sramana Mitra: This is a great example that you are moving e-mail to the cloud. What is the strategy from a vendor point of view? I have been doing a lot of these interviews, talking to a lot of CIOs, and one category that is coming up

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Thought Leaders In Cloud Computing: Mandy Edwards, CIO Of Sitel (Part 1)

By Sramana Mitra and guest author Siddharth Garg In this interview, we spoke with Mandy Edwards, the global chief information officer at Sitel. Sitel is the leading business process outsourcing (BPO) call center provider, as ranked by the Black Book of Outsourcing, a Data Monitor company. Sitel’s customer interaction outsourcing solutions span more than 135

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