Believe it or not, I like Wiki’s definition of Cloud Computing the best. Wiki defines Cloud Computing as a general concept that incorporates Software as a Service (SaaS), Data as a Service (DaaS), Web 2.0 & other recent, well-known technology trends, in which the common theme is reliance on the Internet for satisfying the computing needs of the users.
The best example of Cloud Computing that comes to mind & the ones I use most often are Google’s Mail, Talk, & Doc Applications. Why do I use these applications instead of similar applications already installed on my PC? The answer is simple, these Cloud Computing tools allow me to access my e-mail, message with colleagues, & [...]

Telecom junkies use the term “IVR” to refer to the “press 1 to speak to a representative …” phone systems we all have to deal with when we dial in to talk to tech support or the airlines or our bank. The letters in the acronym stand for interactive voice response system. We’ve spent a lot of time over the years helping clients tweak their IVRs for better end-user experience.
Before we go further a secret must be imparted. Your users hate your IVR. You spend time and money getting your IVR up and running. But, alas. Your users hate your IVR. (There are good structural reasons for why your users hate your IVR, btw; more [...]