Posts Tagged ‘management’

postheadericon Disney, Depp and the cyber supply chain risk management problem

Multimillion dollar movies and TV shows are increasingly being targeted by cybercriminals. ESET’s Stephen Cobb investigates the cyber supply chain risk management problem and explains what to do about it.

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postheadericon The Four “A”s of Account Management

It’s said that the biggest vulnerabilities in a network environment are its users. If only there was a way to control those unruly users – Oh, but there is!

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postheadericon Sutherland leverages Microsoft Dynamics CRM Online to consolidate leadership position in global customer experience management

REDMOND, Wash. — Sept . 2 4 , 2014 — Sutherland Global Services, an acknowledged leader in business process and technology management services, continuously focuses on operational innovations and transformations to maintain its leadership position in Customer Experience Management. A major area of this focus is the digital transformation of key internal operations and processes, aimed at further enhancing the company’s track record of service excellence and consistent delivery of measurable results that impact their business.

Sutherland provides business-critical technology and analytics-enabled services to Fortune 1000 clients, which require secure and scalable platforms to enable Sutherland’s more than 30,000 employees across 40 operational facilities around the globe to deliver best-in-class services for efficiency and customer experience. To move the customer experience and quality of interactions to the next level, Sutherland evaluated several CRM platforms, ultimately selecting Microsoft Dynamics CRM Online based on its flexibility, customization capabilities and ease of use. The platform also provides Sutherland consultants with a seamless transition path because of their familiarity with other Microsoft business solutions, such as .NET, SharePoint Online 2013, SQL Server and Microsoft Lync. Sutherland recently and very successfully launched the first phase of the Dynamics deployment.

“The Business Process Outsourcing (BPO) industry and our Fortune 1000 clients are facing radical changes in market dynamics. These changes combined with technology advancements, such as cloud, social, mobility and big data, call for a paradigm shift. We have to fundamentally rethink how industry-specific transactions will be processed in the future and, more important, how information can be used to identify patterns that provide actionable insights for business managers,” said Deepak Batheja, CTO of Sutherland. “To best serve our clients, we need a best-of-class technology platform, fully optimized with lean business processes, that is flexible enough to enable continuous innovation. Microsoft Dynamics perfectly augments our 200-plus Technology Products and Intellectual Properties and forms the foundation of our world-class Customer Interaction Platform.”

To develop the solution, Sutherland partnered with Microsoft Consulting Services and configured the Dynamics platform to fit the nuances of the company’s multivertical BPO environment. Sutherland’s implementation was seamless, with no disruption to the high level of performance and reliability that is its hallmark. The enhanced multitenant capabilities have improved front office consultants’ efficiency by 20 percent and back office processing by 22 percent, resulting in a direct bottom-line benefit to the company.

“A positive customer experience relies on technology that can deliver flexibility and timeliness combined with service excellence. As a pre-eminent provider of business process outsourcing services, Sutherland understands this and is investing in a solution that allows its consultants to really know and understand the customer,” said Dennis Michalis, general manager, Microsoft Dynamics. “With unified agent desktops and real-time service analytics from a single screen across teams and office locations, Microsoft Dynamics CRM Online enables Sutherland employees to have access to the relevant information that empowers them to provide their clients’ customers with a consistently exceptional experience across the globe.”

With the rapid adoption of Dynamics CRM Online across the organization, Sutherland is looking at the next level of innovation and leveraging Microsoft products. “Our external environment is changing as young consumers prefer to communicate through social channels, so we will be leveraging Microsoft Dynamics Social Listening to understand our clients’ customers. Our vision is to have our internal collaboration platform seamlessly integrated with the external channels to better serve our customers,” Batheja said.

Those wanting to learn more about the benefits of integrated CRM solutions can engage with the Dynamics CRM Online community at http://www.twitter.com/msdynamicscrm, #MSDYNCRM.

About Sutherland

Established in 1986, Sutherland Global Services is a global provider of business process and technology management services offering an integrated portfolio of analytics-driven back-office and customer facing solutions that support the entire customer lifecycle. It is one of the largest, independent BPO companies in the world serving global leaders in major industry verticals. Headquartered in Rochester, N.Y., Sutherland employs over 30,000 professionals and has locations across the United States, Brazil, Philippines, Malaysia, China, India, UAE, Egypt, Bulgaria, UK, Canada, Mexico, Colombia, and Jamaica. For more information, visit www.sutherlandglobal.com.

About Microsoft Dynamics

At the heart of every successful business are the people who make things happen. Microsoft Dynamics designs modern business solutions that empower individuals with intuitive tools that allow them to do their best work. Our proactive, easy-to-use business applications adapt to the way people and systems work, enabling businesses to rapidly deploy and be forward-looking in an ever-changing world.

About Microsoft

Founded in 1975, Microsoft (Nasdaq “MSFT”) is the worldwide leader in software, services, devices and solutions that help people and businesses realize their full potential.

Note to editors: For more information, news and perspectives from Microsoft, please visit the Microsoft News Center at http://www.microsoft.com/news. Web links, telephone numbers and titles were correct at time of publication, but may have changed. For additional assistance, journalists and analysts may contact Microsoft’s Rapid Response Team or other appropriate contacts listed at http://www.microsoft.com/news/contactpr.mspx.

Microsoft News Center – News and Announcements from Microsoft

postheadericon Microsoft and TracFone collaborate to offer innovative mobile health management solution to the healthcare market

REDMOND, Wash. Aug. 21 , 201 4 Microsoft Corp. and TracFone Wireless on Thursday announced a collaboration that will bring the benefits of smartphone technology and services to underserved and high-risk populations through a new mobile health management solution offered through providers and insurers. This approach expands on Microsoft’s commitment to healthcare and TracFone’s telecommunications expertise as the largest Lifeline provider and prepaid wireless leader. Microsoft and TracFone will work with Health Choice Network (HCN), a Miami-based company that manages and connects a network of community health centers with more than 760,000 patients in 17 states, to conduct a pilot project where HCN will provide smartphones to diabetes patients to help them better manage their care.

Building on the success of TracFone’s short message service, text and phone programs, the new solution will be offered on a Windows Phone and feature Microsoft’s familiar suite of services and solutions, such as Microsoft Office 365, Microsoft HealthVault, Microsoft Dynamics CRM and a variety of smartphone applications. It will combine enterprise-grade security and privacy features to allow security-enhanced, HIPAA-enabled email and messaging communications to patients regarding their health and regimens. In addition, it will provide appointment reminders with calendar functionality and remote device management that is standard with a Windows Phone.

“Putting existing technologies to use for today’s patients will help improve healthcare, coordination and outcomes, as well as better manage costs,” said Lee Stevens, director of Health Information Exchange Policy and Interoperability, U.S. Department of Health and Human Services. “Combining the power of a smartphone with a personal health record platform that brings disparate data together in a secure environment is an important step toward the goal of providing better patient engagement and more mobile healthcare in the U.S.”

Windows Phone already has built-in enterprise-grade safety and security features, as well as the ability to offer security-enhanced, HIPAA-enabled communications through Office 365. These features help patients, health providers and insurers retain control over important personal health information.

“With over 500,000 subscribers through SafeLink Health Solutions, we have seen firsthand the benefits of technology and the association between great health and a better quality of life,” said F.J. Pollak, president and CEO, TracFone. “We are excited to begin this program with Microsoft and HCN by bringing this innovative solution to market and helping our customers achieve their healthcare goals.”

Patients participating in the HCN pilot will receive a Windows Phone with TracFone’s prepaid services that will help them improve their engagement and manage their disease. The pilot’s goal is to demonstrate how access to mobile technology can help improve patient compliance, education and ultimately disease-related outcomes. HCN will develop a customer application to help participants provide consent, deliver and receive reminders, ensure treatment plan understanding, and aid in disease self-tracking for blood sugar levels and other vital health information. Patients will also have access to a variety of apps, including several that are specific to diabetes care, and other mobile devices connected to HealthVault to ensure the personal health records are pulling information from any devices they regularly use to help monitor important health information.

Because the solution will also be running on the Windows Phone 8.1 operating system, the mobile health solution will benefit from emerging Microsoft technologies such as Cortana personal assistant, which can help set reminders based on time, location, individual habits and preferences. For example, Cortana can remind patients to fill a prescription the next time it senses that they are near the pharmacy, or it can remind them to talk to a doctor about a specific concern the next time a doctor’s call or email is received.

“For several years, our patients with chronic health conditions like diabetes have benefited from access to their personal health record in HealthVault,” said Kevin Kearns, president and CEO, HCN. “We are excited to include a mobile smartphone to extend the platform for patient engagement and enhance our ability to provide, connect and utilize the tools to drive better outcomes. This is particularly timely as we focus on the tremendous growth in the Medicaid and individual market, whose enrollees traditionally are at higher risk for chronic disease and benefit most from patient engagement.”

“This solution brings together the strength of Microsoft’s comprehensive platform and productivity tools in an evolving mobile-first, cloud-first world,” said Michael Robinson, vice president, U.S. Health and Life Sciences, Microsoft. “Combined with TracFone’s strong presence in the Lifeline mobile marketplace, we have a unique opportunity to provide our joint insurer, provider and Medicaid agency customers with the platform and tools to enhance patient engagement and meet the requirements necessary to succeed in today’s healthcare marketplace.”

More information is available at http://www.microsoft.com/healthplans, http://www.microsoft.com/hhs, this Mobile Health Management Solution data sheet and the Microsoft in Health Newsroom.

Founded in 1975, Microsoft (Nasdaq “MSFT”) is the worldwide leader in software, services, devices and solutions that help people and businesses realize their full potential.

Note to editors: For more information, news and perspectives from Microsoft, please visit the Microsoft News Center at http://www.microsoft.com/news. Web links, telephone numbers and titles were correct at time of publication, but may have changed. For additional assistance, journalists and analysts may contact Microsoft’s Rapid Response Team or other appropriate contacts listed at http://www.microsoft.com/news/contactpr.mspx.

Microsoft News Center – News and Announcements from Microsoft