Service Level Agreements

This contract between provider and customer contains details of the negotiated agreement. It's key to determine what your company needs, not just what the provider offers. The SLA commonly defines the service and the agreed-upon availability, spells out how performance will be measured, problems resolved, disaster recovery plans, the customer's responsibilities, guarantees, and the process for terminating the contract. It often also defines any penalties that come into play if the provider does not live up to the agreement.


IT Business Edge 2015 Editorial Calendar

This is a calendar of special topics that will be covered on IT Business Edge in 2015. Our coverage will not be limited to these topics. More > A Powerful Weapon for Telcos gives further life to the massive amount of legacy copper cabling that dominates the last mile of telephone networks. More >

Will Social Networking and Unified Communications Compete, Coexist or Cooperate?

It is entirely possible that the emergence of social networking is what ends up saving UC. More >

More Articles >


How Elavon Uses Speech Analytics in the Call Center

Ann All spoke with Carlos Navarro, chief markeing officer for Elavon, a US Bancorp subsidiary that offers payments services to 1 million customers worldwide. Elavon uses speech analytics technology More >

Contact Center Metrics Shift to Reflect Call Outcomes

Ann All spoke with Richard Snow, global VP and research director, Customer and Contact Center, for Ventana Research. Snow wrote a report on contact center analytics. It will become part of a larger More >

Addressing Financial Risks in Outsourcing Contracts

Ann All spoke with Chris Kalnik, chief knowledge officer of TPI, a provider of sourcing advisory solutions. Since 2000, TPI has advised on more than 25 percent of total contract value awarded in the More >

More Interviews >

Resource centers

Business Intelligence

Business performance information for strategic and operational decision-making


SOA uses interoperable services grouped around business processes to ease data integration

Data Warehousing

Data warehousing helps companies make sense of their operational data

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