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This is one of the more interesting questions asked of me, SaaS or on-premise, which is better? This is one of those classic consultant questions with a classic consultant answer..."it depends." Every business is unique and there are several factors to consider when trying to decide "which is better" for you. But there...

Agner Krarup Erlang, was a mathematician. Need I say more? He derived a series of formulas to determine how many telephone operators would be required to process a given volume of calls. And although this was done in the early 1900's his formulas still apply and can be applied to call centers today....

SAP is a skeptic. "SaaS offerings don't measure up in weaving together complex business processes that have to be managed and analyzed in real time, and SaaS vendors will have a tough time living up to customer's expectations. You're now seeing software as a service pure plays being driven into complex conversations that they're lousy at." They...

My name is Mike Perry, I am employed by NICE CXone as their VP or Network Planning and Telecom Products. In a nutshell, I am in charge of Capacity Planning/Management for all production systems, networks and application platforms that make up NICE's core products including the Telecom Network, IP Network, NICE CXone Clusters, Echo, WFM, and eLearning/eHiring....

Over the past few weeks I have been asked to provide some commentary on what cloud computing is and how SaaS plays a role in cloud computing. Well, let me take a few minutes and offer some thoughts on this topic For a definition, lets start here: Cloud computing is the combination of hardware and network infrastructure...

Note from the editor: I’m always enthralled by the pace of technology. This blog entry is a gem from 2009, and it addresses issues that were frequently encountered with land lines. In 2013, Pew Research reported that over 90% of adults now use cell phones, which makes the problems addressed in this blog completely moot. It’s worth...

Deploying a SaaS application is new for many companies and there are lots of people willing to offer advice on how to evaluate and select the right SaaS solution. Alistair Croll offered a good set of questions to ask when evaluating SaaS. I like his advice because it offers a good holistic view of SaaS and...