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14 Nov 2016  |  North America

Akamai’s Media Pricing Cuts Fail to Address the Company’s Underlying Issues

Akamai Should Consider Exiting the Media Business and Focus onWeb Performance and Security Product Lines

Akamai must formulate a viable strategy to succeed in an industry that is volatile with thin margins. The company has a commoditized service offering and deals with customers that compete against it. It is challenged both by cloud providers that have more scale and ways to make money, and by competitors that have distinct CapEx advantages. Akamai i...

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14 Nov 2016  |  North America

Akamai Introduces “Fast Purge” Solution Despite Concerns Over Speed and Scale

Competitors Highlight Akamai’s Purging Limitations to Win Market Deals

Akamai is well aware of the major content purging limitations of its platform and has been building a new system, which allows purging within a few seconds. Accordingly, Akamai’s new “Fast Purge” solution enables its customers to invalidate or delete their content from all of Akamai’s Edge servers through API and UI in “approximately 5 se...

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11 Nov 2016  |  North America

Global Automated Teller Machines Market, 2016

Vendors Target China and India for Growth Opportunities as Traditional Markets Hit Saturation

This market insight provides unit shipment forecasts, segmentation by region, and market share analysis for the global automated teller machines market. The regional forecast is global, and covers the North America and Latin America, Europe, the Middle East, and Africa (EMEA), and Asia-Pacific (APAC) regions. Market drivers and restraints are ranke...

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11 Nov 2016  |  North America

Twitter’s NFL Stream Challenged by Lack of Engagement and Profitable Business Model

For the forseeable future, the NFL will not go much beyond experimenting with live streaming on platforms like Twitter.

Despite some of the positive commentary about the quality of Twitter's NFL live stream, there has been much less discussion about the user interface experience or the fact that Twitter can’t cover its licensing costs via any advertising model. What Twitter is doing with the NFL games is interesting, but it lacks engagement and is a loss leader fo...

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10 Nov 2016  |  North America

Enhancing Omnichannel Agent Productivity

Guided Assistance, Desktop Automation, Displays, Robotic Process Automation (RPA), Excellent Supervision, and Workforce Optimization (WFO) Maximize Va

There is no substitute for the human touch provided by omnichannel contact center agents when connecting virtually with customers for complex service and sales support issues. Agents are the linchpin to successful and profitable Customer Experiences (CXs). But it’s costly to hire, train, manage, accommodate, and equip agents to perform these esse...

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10 Nov 2016  |  North America

Key BPO Technology Initiatives

Outsourcers Forging Ahead with Digital Intelligence

The customer care outsourcing segment supporting carevolumes for North America is mature, highly fragmented, and competitive. Frost & Sullivan research has found that there are hundreds of customer care outsourcers in North America. While competition among vendors is fierce, there are fewer than twenty global Tier I outsourcing firms that dominate ...

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10 Nov 2016  |  North America

Customer Experience Strategies

Linking Customer Delight with Operational Efficiencies

This Market Insight will compare and contrast 3 separate case studies; a variety of, sometimes unconventional, customer experience strategies from travel, healthcare and financial services. Companies today are desperately looking for ways to map Omnichannel strategies to their customer marketing strategies - thus taking out cost, streamlining opera...

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10 Nov 2016  |  North America

US Department of Defense/Silicon Valley Partnerships, Forecast to 2021

The Defense Innovation Unit-Experimental (DIUx) Initiative is an Important Step in Improving Cybersecurity and Information Collaboration

This Growth Insight focuses on the US Department of Defense’s efforts to partner with Silicon Valley’s high technology firms. The Defense Innovation Unit-Experimental (DIUx) has established offices in several cities in order to invest in and adopt innovative technologies. Anticipated spending comprises research, development, test, and evaluatio...

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09 Nov 2016  |  North America

Insight on the Challenges of Implementing a QoS Video Strategy

Lack of Solid Metrics and Real Data to Establish Quality of Service Hinders Online Video Industry

Content owners make claims about the quality of their over-the-top content (OTT) offering without having any metrics to verify them. Some established OTT services such as Netflix and Amazon have built their own platforms and technology to measure QoS, but typical OTT providers need to use third-party providers. Although new QoS vendors are entering...

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09 Nov 2016  |  North America

Hearing and Acting on the Voice of the Customer

Enterprise feedback management (EFM), Voice of Customer (VoC), and Voice of Employee (VoE) Programs and Surveys, and Social Listening Obtains Actionab

Obtaining and understanding the Voice of the Customer (VoC) is critical to future customer loyalty, customer social media brand promotion, and in marketplace differentiation. Money talks, but tracking and analyzing customer transactions represent only one set of tones. Customer attitudes towards brands, shaped by their experiences with products, sa...

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Showing 11-20 of 130