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Winter Journal

Volume 29, Issue 1

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Jon Seals

Eckoh announced today that it has been selected by The Co-operative Group to provide its secure payment solution, CallGuard.


CallGuard will be implemented throughout The Co-operative Group's contact centres in its Electrical, Legal Services, Group Finance and Funeralcare divisions. These divisions take in excess of 250,000 calls per year through approximately 125 customer service representatives. CallGuard prevents customers' payment card data from entering contact centre environments, enabling agents to take payments securely over the phone whilst remaining on-hand to guide customers through the payment process.


The Co-operative Group is the UK's largest mutual business, owned by 8.2 million members. By implementing CallGuard, The Co-operative Group is demonstrating its continued commitment to the security and privacy of its customers' personal information.


In addition, by using Eckoh as its PCI DSS compliant service provider, The Co-operative Group can quickly satisfy a long and detailed part of the compliance process, enabling it to focus on its core business objectives.


"The most important thing for The Co-operative Group is that our customers have maximum peace of mind when giving us their personal details," said James Cullen, PCI Compliance Manager at The Co-operative Group. "Many of our customers and members like to pay over the phone and Eckoh's CallGuard solution allows us to enhance our security further. We selected Eckoh because of its PCI DSS level one status and many years' experience in implementing payment solutions. CallGuard enables us to proactively deliver the best possible service to our customers, while simultaneously protecting them."

Nik Philpot, CEO of Eckoh, commented: "We're delighted that a prestigious brand such as The Co-operative Group has selected CallGuard to ensure its payments security. Eckoh has consistently demonstrated its commitment to provide the best possible customer service and experience as well as delivering secure telephone payments. We look forward to working with The Co-operative Group to reassure members and customers, and also explore further opportunities within the Group."

Looks for international expansion as new EU trading rules come into force


LONDON – Voxsmart, the leading provider of mobile call recording technology to the City of London’s financial trading community, is looking to further expand its business internationally with the help of a UK-government backed Business Growth Service.

Voxsmart has joined the service that aims to provide specialist business support and training to companies looking to grow in both domestic and international markets.


CEO Oliver Blower said: “With new EU-wide financial trading regulations coming into force in little more than 12 months, there is a tremendous opportunity for us to grow and develop our business on a global scale. With the support and help of the Business Growth Service we aim to maximize that opportunity.”


Voxsmart’s patented VSmart solution already provides mobile call recording services to many firms in the City of London covered by strict UK Financial Conduct

Authority regulations requiring traders’ mobile calls to be recorded. Under new EU legislation, called MiFID II, even tougher rules will apply in the UK and throughout Europe from January 2017.


“Our patented technology is the only solution in the market that can work with virtually any handset to provide regulatory compliant mobile call recording on any mobile network,” said Blower. “What’s more, we not only capture voice calls, but also all the text and voice messaging on the handsets as required by the new rules.”


Martin Carruthers, Business Growth Manager at the Business Growth Service said Voxsmart was exactly the type of company the service was intended to support.

“With its strong UK experience, its market-leading patented technology, and the developing European opportunity it is facing, Voxsmart is well placed to expand both at home and abroad,” said Carruthers. “We believe that through our support, and with access to the network and services that we can make available, we can help the company fulfill its ambitious growth plans,” he added.

Dynamic Admission Control is the first solution developed by Italtel utilizing Cisco's APIC-EM Enterprise SDN Controller


MILAN – Italtel, a leading company in Next Generation Networks, Value Added Services and global IP-IP communication, and Cisco, the worldwide leader in network and IT infrastructures, today announced they have strengthened their cooperation in Software Defined Networking (SDN) solutions for the Enterprise market. The close synergy of the two companies is focused on defining solutions to improve the quality of enterprises' IT applications and optimize network resources.


Cisco has launched an Enterprise SDN Controller (Cisco® Application Policy Infrastructure Controller - Enterprise Module or APIC-EM), positioning it as a cornerstone for the evolution of IP networks in the business context.


At the same time, Italtel has commenced development of an application for APIC-EM that makes the most of network resources by providing the best possible Quality of Experience (QoE) for IP video and voice services.


The solution, known as Dynamic Admission Control, guarantees the best QoE for multi-technology Unified Communications and Collaboration (UC&C) applications in a multi-site enterprise context. The bandwidth management is performed dynamically, activating Quality of Service (QoS) policies which are shaped according to the services that should be preserved. One of the biggest use cases for the solution is network congestion.


"The adoption of Video UC&C applications is now crucial for the business development of enterprises which are widely spread on geographies," said Camillo Ascione, Head of System Integration Strategy & Marketing at Italtel. "Being able to apply suitable policies to shape network resources' consumption, not only according to their availability but also to users' needs, is today a pressing requirement for enterprises. An SDN approach provides IT managers a feasible way to manage dynamically high QoE services, particularly in a multivendor environment, via a controller based infrastructure."


The Dynamic Admission Control solution was presented by Italtel, hosted within the Cisco SDN pavilion as ‘Ecosystem Partner', at this year's Cisco Live!TM US event in San Diego.


Phil Casini, Director Product Management APIC-EM at Cisco, added: "The selection of appropriate partners to take advantage of the opportunities created by SDN and network programmability is among Cisco's main priorities. Italtel's expertise and long track record in the development and integration of large scale telecommunications infrastructure enables a dynamic solution like DAC to emerge as an application on APIC-EM which can significantly increase the return on investment that many companies seek for their IP voice and video assets."


Italtel designs, develops, implements solutions for NGN and NGS; Professional Services dedicated to the design and maintenance of networks; IT System Integration Services; Network Integration and migration activities. Italtel counts among its customers more than 40 of the world's top TLC Operators and SPs. In Italy Italtel is also reference partner of Enterprises and Public Sector for the deployment of IP Next-Generation Networks and for the development of multimedia convergent services for their customers. Italtel is present in many countries including France, UK, Spain, Germany, Belgium, Poland, United Arab Emirates, Argentina, and Brazil. www.italtel.com.

Ipswitch Failover Ensures Reliable Managed File Transfers and Safeguards to Protect Data and Meet Regulatory Compliance Mandates


LONDON Ipswitch today announced the release of Ipswitch Failover, a new MOVEit Managed File Transfer module that delivers zero data loss, no single point of failure and maximised availability through fast failover. Ipswitch Failover enables IT teams to provide highly available continuous file transfer operations and safeguard against data loss for regulatory and policy compliance with a simplified, easy to implement solution.


With Ipswitch Failover, businesses can:

  • Ensure high availability continuous file transfers for 24x7 operations: Maximise file transfer success of business critical and sensitive data. Failover within a single datacenter or to remote disaster recovery site within seconds or minutes. Predictive and automated rules-based failover ensures continuous operations.
  • Safeguard against data loss for regulatory and policy compliance: Heartbeat communication between primary and failover servers allows for zero data loss in the event of failure. No single point of failure delivers 24x7 operations for MOVEit File Transfer (DMZ) and MOVEit Central servers.
  • Quickly implement simplified, yet advanced failover: Implement failover in as little as an hour for local failover. No additional hardware and software for load balancing is required.

"We use MOVEit products to automate secure communication with customers around the world," said Sean Kane, Systems Administrator, at Aon Hewitt. "Ipswitch Failover provides the robust capabilities that we need for 24/7 global operations. Detecting when something is wrong is often difficult, and having a unified management for all the elements of managed file transfer including the database and file system give us confidence in the solution."


Key features of Ipswitch Failover:

  • Real-time replication of data to a ‘hot-standby' failover server to ensure file transfer services are always available
  • Failover rules monitor performance metrics on production servers and can perform switchover to a ‘hot-standby' before downtime
  • Automated failover with Recovery Time Objectives (RTO) of less than a minute and Recovery Point Objectives (RPO) of seconds
  • No single point of failure nor load balancing hardware or software required
  • Automatically monitor MOVEit File Transfer Server (DMZ) and MOVEit Central application health in real-time to identify and fix problems before they result in downtime
  • Site-to-site (or on-site) failover to keep businesses running 24x7

"As today's businesses are faced with the growing demand for data movement and increased regulatory regulations, organisations need to ensure the safety of sensitive company data and reliable file transfers," said Steve Staden, Director of Product Management at Ipswitch. "Ipswitch Failover provides IT teams with the necessary solution to guarantee zero data loss across an organisation while also simplifying file transfer operations."For more information about Ipswitch

Failover please visit: www.ipswitchft.com/moveit-managed-file-transfer/file-transfer-failover.


About Ipswitch
Ipswitch helps solve complex IT problems with simple solutions. The company's software has been installed on more than 150,000 networks spanning 168 countries to monitor networks, applications and servers, and securely transfer files between systems, business partners and customers. Ipswitch was founded in 1991 and is based in Lexington, Massachusetts with offices throughout the U.S., Europe, Asia and Latin America. For more information, visit www.ipswitch.com.

Ipswitch and MOVEit are registered trademarks of Ipswitch, Inc. in the U.S. and other countries. All other trademarks included in this document are the property of their respective owners.

HAMBURG, Germany – Well equipped for the future: gateprotect GmbH, a German manufacturer of IT security solutions within the Rohde & Schwarz Group, now offers its medium-sized clients even more high-performance protection against cyber attacks and data theft. Firewall version V15 was developed in Germany and for the first time comprises next-generation firewall features, which are usually only available to corporate groups and operators of critical infrastructures with highly complex IT networks.


Today's cyber attacks are based on highly specialized software that has complex programming, is constantly updated and can find ways into companies through a range of different points of attack. Web-based business application programs, social networks and video-conference systems provide an ideal target area for malware. Nowadays, businesses have to take a completely new approach in order to manage future security risks.


gateprotect is reacting to this fact with firewall version V15 and is also offering medium-sized clients an expanded set of modern security and network features.

This is the first time that a single-pass engine developed in Germany has been integrated into a UTM solution ensuring a fine-grained analysis of the network traffic and guaranteeing the best performance. Port-independent SSL-interception in real time also makes it possible to examine encrypted data traffic.


A new component of gateprotect Firewall V15 is the Application Control Engine developed in Germany by the Rohde & Schwarz subsidiary, ipoque. This device has a decoder and detector function and is able to recognize and decode HTTPS protocols securing another gateway into the corporate network.

With V15, the gateprotect UTM appliance achieves up to 300% more performance than before thanks to the integration of additional high-performance next-generation firewall features.


For the first time, the multiple-award-winning graphical management interface of the gateprotect firewall V15 is now available as a WebGUI in the browser of any device. This means that gateprotect is providing a future-oriented solution for changing threat scenarios.


Christoph Becker, CTO gateprotect GmbH: "We are proud to have created something unique with V15 by combining the technical platform of the next-generation Network Protector firewall with the unique and newly developed WebGUI of a UTM firewall. During the development process, there was a particular focus on providing our clients with the most cutting-edge security features, high performance and the usual ease of use. Network and data protection remain easy to manage with gateprotect solutions."


With V15, gateprotect presents reliable advanced technology with a single-pass engine for the UTM market and easy-to-use management of even complex networks of critical infrastructure operators.


Performance characteristics and advantages of gateprotect V15 at a glance:

  • High-performance next-generation firewall features in a UTM appliance with increased performance - at no additional cost
  • Future-proof single-pass technology from Germany - easy to manage from anywhere in using a web browser
  • Different applications (such as Skype and Facebook) are detected and filtered, standards can be allocated to specific user groups
  • Port-independent SSL decryption for automatic control of encrypted data flows within every standard
  • The latest security features to reliably protect the network and data from spam, viruses and malware with distinct stability

gateprotect is presenting V15 for the first time on October 1. 2015, at 4.00 pm and on October 2. 2015 at 10.00 am in a launch webcast. Register today at:


If you are interested, learn more about V15 at the it-sa IT security trade fair in Nuremberg from October 6. to 8. 2015. Secure free tickets with the code A328527 at http://www.it-sa.de/gutschein.


Press release can be downloaded at: www.gateprotect.com


About gateprotect
gateprotect GmbH has been a leading international manufacturer of IT security solutions in the field of network security for over ten years. The solutions, developed in Germany, include firewalls with all modern UTM features for small and medium-sized companies, managed security systems for larger companies, and VPN client systems for the networked connection of branches and home offices. All gateprotect UTM firewalls are equipped with innovative security features and the patented eGUI® technology. Thanks to the unique visual representation of the network, even complex security systems are extremely easy to operate.

With the gateprotect NP series, gateprotect GmbH offers a next-generation firewall for larger companies that represents maximum information security even for critical infrastructures, thanks to the innovative technology of complete positive validation in combination with application whitelisting in a single-pass engine.

gateprotect solutions meet the highest international standards, are largely certified in accordance with ‘Common Criteria Evaluation Assurance Level 4+ (EAL 4+)' by the German Federal Office for Information Security, and have won numerous international awards. Since 2010 gateprotect has also been listed in the renowned "Gartner Magic Quadrant" for UTM firewall appliances.

gateprotect is a company of the Rohde & Schwarz Group. The Rohde & Schwarz electronics group offers innovative solutions in measurement systems, radio engineering and media technology, secure communication, cyber security, and radio monitoring and radio location technology.

Range of enhancements support large-scale, global programmes for in-the-moment, omni-channel feedback capture and personalised, role-based analysis


LONDON – Confirmit has today announced the release of Version 19 (V19) of its award winning Confirmit HorizonsTM solution for Customer Experience, Voice of the Employee and Market Research.


Ease of design and deployment across the full range of channels, combined with state-of-the-art analytics and sophisticated reporting in multiple formats, is the focus for this latest release of Horizons, highlighting the growing need for self-service management and maintenance of global programmes.


The range of new features and functionality to deliver richer insights, smarter decisions and faster reactions in Version 19 includes:

  • Support for matrix organisational hierarchies: improving report personalisation options with access control governed by complex matrix hierarchy structures, and with filtering available on multiple levels of a hierarchy
  • Ongoing investment in CATI (Computer Assisted Telephone Interviewing): extending call centre control and productivity to encompass support for the new Telephone Consumer Protection Act (TCPA) rulings to prevent auto-dialling to mobile/cell phones
  • Computer Assisted Personal Interviewing (CAPI) in over 40 languages on Android and iOS: lowering the cost of field research across global markets and broadening the reach of in-the-moment feedback to suit the audience
  • Addition of location and beacon-triggering to Confirmit Panel App: enabling easy collection and analysis of customer behaviour data such as path to purchase and promotion conversion rates
  • Enhanced mapping of multiple data sources in Confirmit SmartHubTM: allowing researchers and insights professionals to make changes to ongoing surveys without impacting reporting - critical in delivering more accurate data for long-term studies
  • Confirmit CRM Connect for Salesforce: providing a simplified way of integrating Salesforce into Confirmit Horizons to help businesses build a 360 degree view of customers and delivering greater context to aid decision-making.

Terry Lawlor, EVP Product Management, Confirmit, explained: "The growing demand to gather in-the-moment feedback and to provide actionable insight that can enhance the customer experience or support timely decision making is placing insight teams and MR professionals alike under increasing pressure to streamline and automate processes wherever possible.


"Delivering enhanced research productivity and a high-quality user experience that hides the complexity of very large-scale deployments was the driving force behind many of the new features and functionality introduced in Confirmit Horizons Version 19. We continue to deliver on our vision for capturing and mapping all insights in one hub to extract maximum value from the data, immediately analysing and sharing relevant insight in powerful, role-specific dashboards that drive improved business decision making, and automatically triggering highly targeted alerts to ensure the fastest possible reaction times."


To find out more about the full range of additional features and functionality in V19, please visit http://bit.ly/1JmuvmL.

About Confirmit
Confirmit is the world's leading SaaS vendor for multi-channel Voice of the Customer, Voice of the Employee, and Market Research solutions. The company has offices in Oslo (headquarters), Chengdu, Cologne, Grimstad, London, Moscow, New York, San Francisco, Sydney, Vancouver, and Yaroslavl. Confirmit's software is also distributed through partner resellers in Madrid, Milan, Salvador, and Tokyo. Confirmit powers Global 5000 companies and Market Research agencies worldwide with a wide range of software products for feedback / data collection, panel management, data processing, analysis, and reporting. Customers include Aurora, British Airways, Cross-Tab, Dow Chemical, GfK, GlaxoSmithKline, GMO Research, JTN Research, Keep Factor, Morehead Associates, Nielsen, Research Now, RONIN, Sony Mobile Communications, Swisscom and The Wellcome Trust. Visit www.confirmit.com for more information.

SAN FRANCISCO – IObit, specializing in PC performance and PC security, today unleashed Driver Booster 3; a driver updating tool with a gigantic upgraded database that can help users better maintain hardware devices by updating outdated, missing, and faulty drivers, as well as game components, with a simple click.

IObit Driver Booster 3

A large device database is quite important for driver update tools; it may decide if the tool is effective or useless and fast or slow during driver and device updating. For Driver Booster 3, the online database is enlarged to support more than 200,000 drivers; even rare found data can be easily discovered by Driver Booster 3. Besides updating outdated drivers, missing and default drivers can also be detected, which helps to fix problems and avoid PC hardware strike. Furthermore, it also expands the game components database for maximum assistance in avoiding problems like splash screen and stuttered sound. The driver downloading process is reduced to half the time compared the previous version due to download at system idle time. Moreover, Driver Booster 3 added auto-backup feature to ensure the Windows OS is safe. When suffering unexpected driver problems, it can restore the previous copy through auto-backup to ensure the computer runs as usual.

"A lot of people thought problems related to PC drivers and devices belong to the professional field, it might be out of their control, so they will rely on the Windows Update," said Antonio Zhang, Marketing Director at IObit. "To help our normal users maintain their PC by themselves, Driver Booster 3's simplified operation, such as One-Click, helps our users to update drivers easily. Also, with the upgraded driver database, we believe Driver Booster 3 is the most suitable driver update tool for common users."

Driver Booster 3 is now available on IObit.com and Download.com. It provides full support for Win 10, 8/8.1, 7, XP and Vista. For more details please visit www.iobit.com.

About Driver Booster 3

Driver Booster 3 is a ONE-CLICK driver updater offered by IObit to maintain hardware devices by updating and installing outdated, missing, and faulty drivers for common users. With a newly expanded online database, Driver Booster 3 can now support more than 200,000 drivers which cover over 3000 driver factory brands; even rare driver data can be easily detected. Also the expanded game components database to make sure components like VC Runtime 2008 can also be easily detected. Driver Booster 3 can diagnose PC hardware and device status and then help users' PC hardware finding the right driver version to fix the missing and faulty drivers. To speedup the downloading process, Driver Booster 3 can download driver data during system idle time, and that will save more time for users during driver updating. In addition, the brand new UI inherits ONE-click operation and a more vivid experience while updating drivers.

About IObit

Founded in 2004, IObit provides consumers with innovative system utilities for Windows, Mac, and Android OS to greatly enhance their performance and protect them from security threats. IObit is a well-recognized industry leader with more than 100 awards, 200 million downloads and 10 million active users worldwide.


HIGHLAND, Ill. – Power management company Eaton today announced the launch of its latest B-Line™ series TOLCO™ Branch Line Restraint (BLR) system. The system is designed to help prevent the movement and damage of fire sprinkler branch lines during earthquakes that may harm the structure or nearby non-structural systems.

The TOLCO BLR structural and pipe attachments are Underwriters Laboratories (UL®) listed and Factory Mutual (FM) approved for both steel and plastic chlorinated polyvinyl chloride

(CPVC) sprinkler systems. These systems can be used in all commercial applications, including hospitals, government facilities, airports and office complexes.

Earthquakes occur without warning, and our customers depend on seismic bracing and other preventive systems to help protect lives and help prevent costly damages that can occur,” said Greg Shaughnessy, product line manager, TOLCO™ Seismic Bracing, Eaton’s B-Line Division. “By installing the complete system with branch line restraints per NFPA 13 requirements, the solution is designed to help keep fire sprinkler systems operational after an earthquake.”

The exclusive features of the BLR system offer an easy-to-install, adaptable and dependable bracing solution. The BLR’s unique design allows an installer to completely pre-assemble the system or move a completed assembly from one location to another without tools or disassembly.

The innovative snap-on design allows it to be installed with one hand, yet is sturdy enough to hold the load. Both the structural attachment and pipe attachment accept either 3/8 inch or ½ inch all thread rod as a brace member, which offers flexibility in design and installation as field conditions change. These features drive installation time and cost savings for contractors.

The composition of the devices creates a secure connection between the system pipe and the structure, with visual verification built into both structural and system pipe attachments. Visual thread engagement on the structural attachment and a break-off head set screw on the system attachment provide an easily inspected installation.

To learn more, visit www.cooperbline.com/blr.

Eaton offers a broad range of data center enclosures, airflow management solutions and B-Line series support systems, seismic bracing solutions, electrical enclosures and wireways designed to save time and deliver a lower total installed cost. The products offered serve customers in commercial construction, oil and gas, mining, solar, communications and data centers, and other markets.

Eaton’s electrical business is a global leader with expertise in power distribution and circuit protection; backup power protection; control and automation; lighting and security; structural solutions and wiring devices; solutions for harsh and hazardous environments; and engineering services. Eaton is positioned through its global solutions to answer today’s most critical electrical power management challenges.

Eaton is a power management company with 2014 sales of $22.6 billion. Eaton provides energy-efficient solutions that help our customers effectively manage electrical, hydraulic and mechanical power more efficiently, safely and sustainably. Eaton has approximately 102,000 employees and sells products to customers in more than 175 countries. For more information, visit www.eaton.com.

Tuesday, 22 September 2015 00:00

The Business of Visual Storytelling

When was the last time you heard a really great story from one of your customers?

Chances are you hear them all the time – but why keep them to yourself? Spreading those stories across your organization can be a valuable knowledge-sharing tactic.

Storytelling has been a natural hobby of mine forever, but it’s also my favorite way of learning for business. Give me a list of specs, features or names and chances are that I’m not going to remember much about them. But tell me a story about the benefits of how those features can be applied and I’ve got perspective that will make the idea stick. Draw me a picture and I’ll get it even faster – and likely be able to tell the story myself.

Last October, I was approached by Sue Morgan, Sr. Program Manager within Customer Experience (CX). She had taken notice of the great responses we received when we used pictures to explain new features or products. It’s a great way of communicating, but she wondered how we might be able to use drawing for a more outside-in approach. Together, we gathered a handful of artists for a long-term experiment.



Tuesday, 22 September 2015 00:00

The Myth of Resources Required Over Time

In many organizations, buried somewhere in their Business Impact Analysis (BIA), is a form asking participants to designate what Resources (computers, phones, printers – even desks and chairs) they will require if their normal business operations are disrupted.

That sounds like a reasonable request.  For years the concept of Resources-over-Time has slithered its way into the ‘standards’ many organizations (and many BCM software products) follow as part of the BIA process.  But without knowing what the disruption will be,  when it will happen, how severe it will be or how long it may last, is it possible to predict what Resources will be needed?

Suppose you were going to go on a hike in the wilderness.  How much food and water would you bring?  You’d need to answer some questions first:  How long is the hike?  What will the temperature be?  Without those facts, you can only guess what you’ll need to pack.  You risk either running short – or over-packing and needlessly increasing the weight of your backpack.