Five Minute Briefing - Information Management
September 29, 2011
Five Minute Briefing - Information Management: September 29, 2011. A concise weekly report with key product news, market research and insight for data management professionals and IT executives.
A new survey of contact center leaders reveals that the average amount of idle time per day per employee is nearly an hour, as respondents report 49 minutes daily per agent on average. Knowlagent, provider of an agent productivity solution for 10 million call center agents, has released this and other findings from its 2011 Customer Contact Center Productivity Survey. Unisphere Research, a division of Information Today, conducted the survey in August, which included input from 312 contact center executives, managers or supervisors. The Knowlagent survey sought to understand contact center management's biggest challenges, and how they are leveraging technology, measuring productivity and performance, and delivering training.
Pervasive Software Inc., a provider of solutions for cloud-based and on-premises data analysis and integration, has announced that Pervasive DataRush for Hadoop v5.1 is a Cloudera Certified Technology. "With this certification, users have the assurance that our highly parallel big data engine has been tested and validated to work with Cloudera's Distribution Including Apache Hadoop," says Mike Hoskins, Pervasive CTO and general manager, Pervasive Big Data Products and Solutions.