Industries

Authentication establishes a bond of trust between an organization and the user who is requesting system access. Strong authentication refers to methods of authenticating users with a level of validation that is beyond that of simple username and password. The methods of strong authentication addressed in this report include Hardware One-Time Pass...

This research service provides insight into the vulnerability management market, which provides products that scan enterprise network infrastructure and identify and prioritize critical security issues so customers can address them. This global and regional market analysis includes forecasts for 2014-2018. The report details what the leading vulner...

IT organizations today are challenged, more than ever, to secure valuable data and intellectual property from relentless hackers and threat actors. The network firewall is one important tool in a network security architecture. However, in recent years, firewalls have become ineffective against new hacking techniques. The advent of the unified threa...

The primary aim of this research is to gauge the use trends of social networking within a business context, specifically related to internal communications. The study covers drivers for social media use, prevalence of engagement, and management tool use as well as factors used to determine social media. About 60% of companies use social media for i...

The primary aim of this research is to gauge the usage trends of social networking within a business context, specifically related to internal and external communications. It covers drivers for social media use, prevalence of social media engagement, and management tool usage. Overall, 90% of respondents use social media for external communications...

The primary aim of this research service is to gauge the use trends of social networking within a business context, specifically related to external communications. The study analyzes how social media is used to drive external client relations, measures the prevalence of social media engagement tool use, evaluates social media engagement tools, and...

The overall research objective of this research service was to investigate the current and future outsourcing trends in the North American contact centers. Nearly half of the respondents outsource some customer care activities. Large contact center organizations are greater users of outsourcing than medium and small contact center organizations. Co...

The main objective of this research service was to investigate the current use and future adaptation of cloud solutions in North American contact centers. Currently, about 50% of the contact centers in North America use hosted or cloud solutions, and that percentage is expected to reach more than 90% by 2016. Although small and medium contact cente...

The main objective of this research service was to investigate the current and future integration of customer interactions in the North American contact centers. Currently, one-third of the contact centers have been fully integrated to deliver seamless and consistent customer experiences across channels. By 2016, 54% expect to be fully integrated. ...