Tenzing Launches PCI Assure to Simplify Credit Card Data Security Compliance

 Tenzing Launches PCI Assure to Simplify Credit Card Data Security Compliance

 

New service provides web merchants with fast, easy and cost effective PCI-DSS Compliance

 

TORONTO April 25, 2012Tenzing Managed IT Services (Tenzing), a leading provider of hosting solutions for e-commerce clients, partners and Software-as-a-Service (SaaS) providers, today launched PCI Assure, a new service that simplifies Payment Card Industry – Data Security Standard (PCI-DSS) compliance for e-commerce vendors. Tenzing’s PCI Assure enables online merchants to capture customer credit card information from any website page while greatly shortening the PCI-DSS Compliance process to a few easy steps.

 

PCI-DSS is a security standard for organizations that handle cardholder information for major debit, credit, prepaid, ATM and Point of Sale cards. The standard was defined by the Payment Card Industry Security Standards Council and created to increase controls around cardholder data to reduce credit card fraud. Validation of compliance is done annually by an external Qualified Security Assessor (QSA) for organizations handling large volumes of transactions or by Self-Assessment Questionnaire (SAQ) for companies handling smaller volumes.

 

The heart of the PCI Assure system is a unique tokenization solution. The “data vault” allows Tenzing to securely store credit card information. When credit card information is put into Tenzing’s data vault, a token is created to represent the real credit card. The token is then used by the merchant and can be stored freely on any computer system. The token can never be decrypted outside of PCI Assure so even if it ends up in the wrong hands, the number cannot be used to breach real credit card data.

 

“With highly publicized data breaches on the rise, companies need to take a closer look at credit card security and PCI-DSS compliance,” says Brian Shepard, Founder and CEO of Tenzing. “Whether a retailer is new to e-commerce or simply concerned about their current PCI-DSS compliance status, handling this in-house exposes their organization to significant risk, and requires extensive time and human resources to manage.”

 

Tenzing’s PCI Assure uses IFRAME technology that can be easily embedded into any web application. The PCI Assure IFRAME only captures credit card and card verification value or code (CVV) fields, leaving the remainder of the fields on the merchant’s website. Tenzing’s IFRAME is secure and 100 per cent Level 1 PCI compliant. Since a merchant’s website never sees customer credit card information, their compliance process can be reduced to completing a simplified SAQ Type A.

 

PCI Assure has already been integrated into major payment gateways, including Paypal Payflow Pro, Authorize.net, iPay and others.

 

“PCI Assure allows for total flexibility at checkout,” adds Shepard. “Merchants know that the checkout process is where the biggest potential losses in conversion can occur, especially if users are redirected to other hosted payment page solutions. With PCI Assure, merchants benefit from fewer abandoned carts.”

 

PCI Assure was also designed for complete customization. Merchants just drop in the Tenzing IFRAME and provide Tenzing with a Cascading Style Sheet (CSS). Tenzing matches the credit card fields to the merchant’s design template, increasing transparency and raising their customer’s comfort level to complete their transactions successfully.

 

About Tenzing Managed IT Services

Founded in 1998 and having more than 450 clients, Tenzing is a leading provider of hosting solutions for e-commerce clients, partners and Software-as-a-Service (SaaS) providers. Tenzing's mission-critical hosting infrastructure, mature ITIL / IT Service Management (ITSM) practices, and comprehensive Service Level Agreements (SLAs), enable the reliable, secure, and scalable delivery of complex applications. Tenzing is ISO 27001 and SAS 70 Type II certified with data centres in Toronto, Vancouver and Kelowna, B.C. For more information, visit www.tenzing.com.


New Vormetric Release uses Chips to Make Enterprise Encryption Invisible

 

Vormetric Delivers Near Zero Overhead for Enterprise Encryption

V5 Release Sets New Performance, Scalability and Management Benchmarks for Protecting Any Database, Any File, Any Where

SAN JOSE, Calif. – Apr. 24, 2012 –Vormetric, Inc., the leader in enterprise systems encryption and key management,  today announced Vormetric Encryption V5 which significantly reduces the cost and application impact of encryption.
Vormetric Encryption V5 uses software enhancements and hardware encryption technologies such as Intel®’s AES-NI and SPARC Niagara Crypto accelerators when available to drive performance overhead to the lowest levels possible. Vormetric meets the stringent performance requirements demanded by enterprise applications for structured or unstructured data, while providing essential data protection.

According to Forrester Research, “Ubiquitous encryption is the only hope we have of maintaining some kind of parity with attackers in the new threat landscape. Not only does encryption devalue the data from the attacker’s perspective, it generally places that data outside the scope of compliance regimes like PCI or US state privacy laws…. Compliance mandates and privacy laws have given companies incentives to deploy more and more encryption. As sensitive data very often resides in enterprise databases, it is no surprise that encryption of storage and databases is becoming more common. ”

Breaking the Performance and Scalability Barrier

Ubiquitous enterprise encryption solutions need to transparently support any database and application environment with best in class performance. Vormetric Encryption V5 can secure any database or application environment while imposing near zero percent overhead for typical transaction workloads with hardware-assisted instructions (Intel® AES-NI) on x86 servers. This substantial performance boost enables enterprises to significantly lower the cost of encryption and free up CPU cycles for applications and data processing. In addition, Vormetric Encryption V5 includes scalability enhancements that make it possible to secure sizeable numbers of file systems and data volumes that are expected in large enterprise environments.

A single Vormetric Data Security Manager (DSM) appliance cluster can provide centralized policy and key management for the biggest enterprise servers with large numbers of data sets, and tens of thousands of multi-core server farms.

“Enterprises are being required to protect an increasing amount of data, be it for regulatory compliance requirements or to prevent intellectual property breaches. Until now, using encryption to secure large datasets has been hindered by performance overhead and scalability constraints,” said Ashvin Kamaraju, vice president of product development at Vormetric.

“Vormetric Encryption V5 punches through the previous performance ceiling and scales to support the most powerful enterprise servers,” he added.

Improved Manageability with Directory Services

The Data Security Manager simplifies the task of creating system, domain and security administrator accounts through selection of credentialed users from directory servers such as Active Directory or other directory services using the LDAP/LDAPS protocols. In addition, Vormetric software agents integrate with directory services for enforcing encryption access control policies to users, groups, and hosts.

Two-Factor Authentication

To ensure the highest level of security for administrative access, the Vormetric Encryption Data Security Manager provides two-factor authentication with support for RSA SecureID. This capability improves security by preventing attackers and malicious insiders from accessing Vormetric Data Security Manager appliances that control data security policies.

“Vormetric’s unified approach to policy management allows enterprises to do more with less:  protect more data, reduce IT administration costs, tighten security and centralize auditing for regulatory compliance reporting,” concluded Ashvin Kamaraju.

Availability

Vormetric Encryption V5 for Linux/Solaris/AIX/Windows operating systems is available in May 2012. Vormetric customers with existing support contracts can upgrade their Vormetric Encryption V4 deployments to benefit from these new capabilities.

About Vormetric

Vormetric (@Vormetric) is the leader in enterprise system encryption. The Vormetric Data Security product line provides a single, manageable and scalable solution to manage any key and encrypt any file, any database, any application, anywhere it resides— without sacrificing application performance and avoiding key management complexity. Some of the largest and most security conscious organizations and government agencies in the world, including 15 of the Fortune 25, have standardized on Vormetric to provide strong, easily manageable data security. Vormetric technology has previously been selected by IBM as the database encryption solution for DB2 and Informix on LinuxTM, Unix® and Windows; and by Symantec to provide the Symantec Veritas NetBackupTM Media Server Encryption Option. For more information, visit www.vormetric.com.
 

EMC First to Deliver Complete Control of Oracle Backup and Disaster Recovery to Database Administrators

 

EMC First to Deliver Complete Control of Oracle Backup and Disaster
Recovery to Database Administrators

Advanced Integration Between EMC Data Domain Boost and Oracle Recovery
Manager Provides a Faster, More Efficient Database Backup Solution

News

* New EMC® Data Domain® Boost™ integration with Oracle RMAN gives
Oracle administrators direct control of Oracle backup and disaster
recovery, while significantly reducing backup storage requirements
* Increases Oracle backup performance up to 50 per cent, reduces LAN
bandwidth requirements by up to 99 per cent and reduces CPU load on
Oracle servers during backup by 20-40 per cent
* Simplifies offsite database recovery by enabling Oracle DBAs to
control Data Domain replication to create remote backup copies with RMAN
catalog consistency
* EMC continues to extend its backup and recovery leadership by
delivering advanced integration that empowers application owners

Full Story:

HOPKINTON, Mass. - April 24, 2012- EMC Corporation (NYSE: EMC) today
announced new EMC Data Domain Boost (DD Boost) integration with Oracle
Recovery Manager (RMAN). DD Boost software provides advanced integration
between EMC Data Domain deduplication storage systems and applications
for faster, more efficient backup and recovery. DD Boost distributes
part of the deduplication process to the Oracle database server and
enables RMAN to directly manage Data Domain replication. Tight
integration between the Oracle RMAN native backup and recovery utility
and industry-leading Data Domain systems gives Oracle database
administrators (DBAs) complete control over their Oracle database backup
and disaster recovery.

Most Oracle DBAs prefer using Oracle RMAN for direct control of
database backup and recovery. DBAs work with their storage
administrators to provision primary storage capacity to support the
backup of their databases, resulting in inefficient and siloed Oracle
backup infrastructures. Data Domain solves this inefficiency by
providing a single consolidated backup solution that integrates with
Oracle RMAN as well as third party backup applications. For years, Data
Domain systems have been providing effective backup for Oracle through
RMAN using the NFS (Network File System) protocol. By directly
integrating Data Domain systems with Oracle RMAN via DD Boost, EMC is
delivering new levels of manageability, functionality and performance -
and putting them directly into the hands of Oracle administrators.

DD Boost increases Oracle backup performance up to 50 per cent and
enables more backups with existing resources by reducing the data
transferred and associated LAN bandwidth requirements up to 99 per cent
and by reducing the load on the Oracle server during backup by 20-40 per
cent. In addition, DD Boost simplifies the database recovery process by
enabling DBAs to manage onsite and offsite backup copies by controlling
Data Domain replication from RMAN with full catalog consistency.

Additional Product Highlights

* A 10 to 30x reduction in backup storage required, making disk cost
effective for onsite retention
* Aggregate throughput up to 26.3 TB/hr for faster Oracle backups
* Consolidated backup storage across the enterprise
* Data Domain Data Invulnerability Architecture delivers continuous
recovery verification, fault detection and healing of Oracle backup
data

Customer Quote:

Rael Mussell, Director of IT, Credit Acceptance Corporation

The introduction of Data Domain Boost for RMAN means our DBAs will no
longer have to rely on backup administrators for their mission critical
Oracle recoveries. DD Boost for RMAN will enable our DBAs to gain
complete control of Oracle backup and DR as well as achieve better
backup performance. By directly controlling Data Domain replication, our
DBAs will have an offsite database recovery process using RMAN. We view
DD Boost for RMAN as a significant enhancement to the protection of our
Oracle env
ironment. It's technology like this that allows IT to add
value to the business, so now we're capable of doing more in support of
our business!


EMC Executive Quote:

Rob Emsley, Senior Director of Product Marketing, EMC Backup Recovery
Systems Division

As IT environments continue to scale in both size and complexity, we
believe application owners will increasingly want more involvement in
individual backup and recovery processes. DD Boost for RMAN enables this
flexibility for Oracle administrators while delivering increased
performance and efficiencies that competing solutions simply cant. EMC
is empowering its customers with the ability to choose the way they wish
to interact with their backup infrastructure to improve their
processes."

Additional Resources:

* Download the DD Boost for Oracle RMAN Solution Overview
* Visit the Data Domain Product Page on EMC.com
* View the DD Boost for Oracle RMAN Technical Demo
* View the Credit Acceptance Corporation Customer Video

About EMC

EMC Corporation is a global leader in enabling businesses and service
providers to transform their operations and deliver IT as a service.
Fundamental to this transformation is cloud computing. Through
innovative products and services, EMC accelerates the journey to cloud
computing, helping IT departments to store, manage, protect and analyze
their most valuable asset - information - in a more agile, trusted and
cost-efficient way. Additional information about EMC can be found at
www.EMC.com.

EMC Canada (www.EMC2.ca), headquartered in Toronto with nine offices
from coast to coast, is a wholly owned subsidiary of EMC Corporation.

-30-

For more information contact:
Mike Martin/Claire McCorquodale
StrategicAmpersand
416-961-5595
mike@stratamp.com
claire@stratamp.com

 

On-line Connectivity of Canadians and Canadian Businesses Continues High -

 

On-line Connectivity of Canadians and Canadian Businesses Continues High - and Growing - While Government Has Room to Improve, Stratford Index Reports


Annual Digital Media 'Report Card' from the Stratford Institute Reveals Gaps

STRATFORD, ON, April 25, 2012 /CNW/ - While Canadian households and businesses have high rates of broadband and/or internet connectivity that increased from 2010 to 2011, government has room for improvement in terms of connecting with citizens on-line and being open in providing information, says The Stratford Report 2012 issued annually by the Stratford Institute. Unveiled by Ian Wilson, Executive Director of the Stratford Institute today at the CDMN Canada 3.0 2012 digital media forum, the report indicates that Canada ranks 6th out of 66 countries for Open Government in 2011, was in last place for Freedom of Information Laws when compared to 4 other comparable countries in 2010, and has dropped from 26th to 35th place in terms of government procurement of advanced technology products comparing 2010 to 2011.

"In Canada we have a very connected society that embraces the digital world, with a high rate of connectivity at home and at work, but the measures of Open Government, policies on Freedom of Information, and technology procurement have slipped for our government year over year," said Wilson. "That's why a forum like CDMN Canada 3.0 is so important in bringing together all sectors - business, government and academia - to enable dialogue and influence solutions as to how to advance towards being more competitive in the global digital economy."

The report shows that fixed and mobile broadband and internet services available to Canadian households has grown from 96% to 98% from 2010 to 2011, and since 2009 there has been a 10 percentage point jump in households with both broadband and internet service (now at 72.2%). The average number of web pages viewed monthly by Canadians online has grown from 3349 in 2010 to 3781 in 2011. Canadian businesses have also moved the connectivity marker, from 90% in 2010 to 94.3% in terms of those businesses that have a broadband connection.

"The Stratford Index gathers information from publicly available studies that help paint a picture of Canada's status in the global digital economy on an annual basis, serving as a sort of report card to measure progress and hopefully encourage more improvements," explained Wilson.

Other interesting shifts between 2010 and 2011 revealed in the report are in the education and health care fields.  While the tech sector created 10,000 new jobs in 2011, the number of university graduates qualified to fill tech jobs was only 2000. In eHealth, while Canadian hospitals jumped 9 percentage points from 65% of hospitals utilizing at least one component of the HER system to 74%, the number of physicians whose offices are using available technology for elements of patient healthcare dropped 3 percentage points from 40% to 37%. Canada's overall ranking for health care compared to 17 peer countries was a 10th place ranking in 2011.

The report also reveals that while 95% of Canadians feel the preservation of Canada's documented heritage is important, only 13% of Canadian publications are currently available online and less than 1% of Canadian film, broadcast and audio-visual materials are currently online.

"For a country with citizens who are highly connected and clearly interested in accessing content, the archiving of our culture as a whole is still a major gap," said Wilson.

Full details of The Stratford Report including The Stratford Index are available at: www.stratfordinstitute.com

About The Stratford Institute
The Stratford Institute is a not for profit organization seeking to advance Canada as a digital nation through research and collaboration across sectors. It is a founding partner of the annual Canada 3.0 Conference and a node in the Canadian Digital Media Network (CDMN).

For further information:

Media Contact:
Shelley Grandy, Sr. PR Advisor, CDMN Canada 3.0 2012, shelley@cdmn.ca

 

Bell launches next-generation mobile Push-to-talk service today

Bell launches next-generation mobile Push-to-talk service today

  • Bell PTT offers faster data speeds and broader coverage than competing services
  • PTT devices include the exclusive Sonim XP5520 BOLT, the world's toughest phone

MONTREAL, April 24, 2012 /CNW Telbec/ - Bell today launched Bell PTT, the next generation in instant Push-to-talk (PTT) communications. Providing instant contact capability for business customers of all kinds, Bell PTT is North America's first push-to-talk solution leveraging the high-speed data and broad coverage benefits of 4G wireless.

"Bell is proud to be first to introduce the next generation of Push-to-talk service to Canadian business customers. Combining fast data speeds, coverage for 97% of the Canadian population and the latest Push-to-talk phones and features, Bell PTT is a powerful and innovative communications service built to serve in the most demanding business environments now and into the future," said Wade Oosterman, President of Bell Mobility. "With the advanced 4G network capabilities offered by Bell PTT, instant communications just got better."

Canadian industries of all kinds make extensive use of instant-contact PTT services, including transportation, construction, oil and gas, mining, security and a range of other vertical markets. Offering instant communications at the press of a button with one or up to 100 other users, Bell PTT offers a range of advanced communications features, extensive Canadian coverage and US roaming, data speeds of up to 21 Megabits per second, and new cloud services such as Contact Administrative Tool (CAT) that enables business to update and manage their contact lists through an online portal.

Bell PTT is available now on multiple devices, including the BlackBerry® Curve™ 9360 smartphone, the Samsung Galaxy S II™ 4G superphone, and the ultra-rugged Sonim XP5520 BOLT from Sonim Technologies. Sonim (SonimTech.com) builds the world's toughest phones, specifically designed for workers in heavy industry, utilities, construction, security and other challenging work environments.

A range of dedicated Bell PTT rate plans are available, including an introductory promotion offering Push-to-talk access across Canada for $30 per month. Bell Mobility customers with a capable device can add PTT for just $15 per month. To learn more about Bell PTT, please visit Bell.ca/PTT

About Bell
Bell is Canada's largest communications company, providing consumers and business with solutions to all their communications needs: Bell Mobility wireless, high-speed Bell Internet, Bell Satellite TV and Bell Fibe TV, Bell Home Phone local and long distance, and Bell Business Markets IP-broadband and information and communications technology (ICT) services. Bell Media is Canada's premier multimedia company with leading assets in television, radio and digital media, including CTV, Canada's #1 television network, and the country's most-watched specialty channels.

The Bell Mental Health Initiative is a multi-year charitable program that promotes mental health across Canada via the Bell Let's Talk anti-stigma campaign and support for community care, research and workplace best practices. To learn more, please visit Bell.ca/LetsTalk.

Bell is wholly owned by BCE Inc. (TSX, NYSE: BCE). For Bell product and service information, please visit Bell.ca. For Bell Media, please visit BellMedia.ca. For BCE corporate information, please visit BCE.ca.

Jason Laszlo
Bell Media Relations
1-855-614-6602
jason.laszlo@bell.ca
@Bell_News

Primus BEX Expands to Vancouver, Edmonton, Brampton and London After High Demand

 Primus BEX Expands to Vancouver, Edmonton, Brampton and London After
High Demand BEX - BUSINESS ETHERNET XTENDEDTM - Set for
Additional Expansion in First Half of 2012

TORONTO, ON, April 25 , 2012 - Primus Telecommunications Canada Inc.
(Primus Canada), a wholly owned subsidiary of PTGi (Primus
Telecommunications Group, Incorporated)<http://www.ptgi.com/> (NYSE:
PTGI), today announced it has expanded the availability of BEX -
BUSINESS ETHERNET XTENDEDTM to Vancouver, Edmonton, Brampton and
London in order to better support the significant customer demand for
the service. The company also intends to expand the reach of BEX into
four additional Ontario markets in the coming months.

BEX delivers high bandwidth at affordable rates to companies over
Ethernet-in-the-First-Mile protocols that enable them to support
Internet-intensive applications and technology while creating greater
opportunities for efficiency and success. With BEX, businesses can
save 47 percent compared to fibre for the same reliable dedicated
access their business needs.  Additionally, given three quarters of
Canadian businesses don´t have access to fibre based Internet, BEX
enables small and medium businesses to get the quality and speed of
connection that they otherwise could not access or afford.

"We have seen greater than a 250 percent increase in demand for our
BEX technology over the last six months, which is phenomenal for a
service that launched a little over one year ago.  At the same time,
we have had many companies who are outside of our current footprint
letting us know that they want access to the service.  Today we are
able to meet part of this demand by expanding to four new cities and
committing to additional growth later this year," said AJ Byers,
Executive Vice President of Primus Business Services. "With this BEX
expansion, more companies are now able to take advantage of increased
bandwidth as well as upload and download speeds of up to 20 Mbps at
prices that are more affordable than traditional services."

BEX is delivered over existing infrastructure making it an easy and
fast deployment for customers.  With the rapid migration of voice and
computing services to the cloud as the driving force, Primus Canada is
providing a symmetrical Internet solution that, unlike a DSL or cable
connection, provides customers with the same 20 Mbps speeds when
uploading as they get downloading. These fast upload speeds ensure
business applications in the cloud, VOIP, VPN and video streaming run
smoothly, and eliminate poor voice quality, jittery video, and  cloud
application slowness, that are typically associated with slow upload
speeds. Given that customer bandwidth is not shared, slower speeds due
to congestion are also no longer an impediment to the consistent and
reliable performance of business critical online applications.

Unison Health and Community Services, a non-profit, community-based
organization that assists 22,000 individuals through four Toronto
locations, uses Primus BEX to connect two of its locations to each
other and the communities it serves.

"It´s critical for our teams to be able to quickly and easily
reach each other and the clients we help. The speed and service
quality delivered by BEX is a dramatic improvement that solved the
network issues we experienced with our old traditional Internet
provider. This major improvement in speed and quality, combined with
the cost savings achieved with BEX helps us operate much more
efficiently," said Jamal Alqadi, Information Technology Specialist
with Unison Health and Community Services.

Since launching BEX in March 2011, Primus now services seven cities,
and plans to continue growing the footprint with coverage launching in
Brantford, Hamilton, Kingston, and Windsor by mid-2012. These
expansions underscore the company´s ongoing commitment to
substantially invest in broadband network infrastructure. With the
continuing increase of digital communications and technology-based
business transactions, the demand for an infrastructure to support
such activities also continues to grow. With Primus Canada´s BEX -
BUSINESS ETHERNET XTENDEDTM, users are able to experience better
quality, improved support lead time and faster time to resolution.
"PTGi understands that organizations of all sizes download
information from the Internet, run online business applications and
upload content to customers around the world and therefore must have
access to reliable, fast Internet service," said Primus Canada CEO
Andrew Day. "This is a cornerstone of our company´s ongoing
commitment to being a leading provider of advanced communication
solutions, including traditional and IP voice and data services."


About Primus Business Services
Primus Business Services<http://www.primuspbs.ca/> is a leading
national data centre and managed services solutions provider, offering
services that include virtual storage and security, disaster recovery
and cloud computing, voice, and IP connectivity solutions. Primus
Business Services owns and manages eight world-class, state-of-the-art
data centres across Canada.  Primus Business Services is a division of
Primus Telecommunications Canada Inc<http://www.primustel.ca/>. Visit
www.primuspbs.ca<http://www.primuspbs.ca/> for more information.

About PTGi
PTGi (Primus Telecommunications Group, Incorporated) is a leading
provider of advanced communication solutions, including broadband
Internet, traditional and IP voice, data, mobile services,
collocation, hosting, and outsourced managed services to business and
residential customers in the United States, Canada, and Australia.
PTGi is also one of the leading international wholesale service
providers to telecommunications carriers worldwide. PTGi owns and
operates its own global network of next-generation IP soft switches,
media gateways, hosted IP/SIP platforms, broadband infrastructure,
fiber capacity, and data centers located in Canada, and Australia.
Founded in 1994, PTGi is headquartered in McLean, Virginia.

Jennifer Stein
Account Director
APEX Public Relations Inc.  600-1075 Bay Street  Toronto, ON
M5S 2B1 t. 416-924-4442 x 227
jstein@apexpr.com<mailto:jstein@apexpr.com>
www.apexpr.com<http://www.apexpr.com> Follow us on Facebook:
http://www.facebook.com/pages/APEX-Public-Relations  Twitter:
http://twitter.com/apexpr

------- End of forwarded message -------
Thank you,
Dave
editor, eWEEK Canada and Secur-IT


Gartner Says Customer Experience Enters Top 10 CIO Technology Priorities for 2012

Gartner Says Customer Experience Enters Top 10 CIO Technology Priorities for 2012

Analysts to Explore Customer Engagement, Mobile and Social CRM at Gartner Customer Strategies & Technologies Summit 2012, June 11-12, in London, U.K.

Egham, UK, April 24, 2012—            CIOs ranked customer relationship management (CRM) as their No. 8 technology priority for 2012, according to a global survey of CIOs by Gartner, Inc.'s Executive Programs*. CRM moved up from the No. 18-ranked technology in 2011.

Additionally, Gartner’s 2012 CEO Survey** found that CEOs cited CRM as their most important area of investment to improve their business over the next five years.

“The focus on the customer is increasingly important for business leaders, despite times of continued economic uncertainty and government austerity,” said Jim Davies, research director at Gartner. “Effective leaders use technology to strengthen the customer experience regardless of the economic environment, and they see customers as the key factor in helping their business deliver growth and operational efficiency in 2012. They also understand that a new strategy is needed to embrace social and media trends.”

“In 2012, CRM executives are faced with the challenge of taking ‘social’ more seriously — not as ‘just another channel,’ but as a whole new way of doing business,” said Ed Thompson, vice president and distinguished analyst at Gartner.

Gartner predicts that by 2014, refusing to communicate with customers via social channels will be as harmful to the relationship as ignoring their emails or phone calls is today.

“Our discussions with service providers and end users indicate that CRM services are shifting from a focus on point solution deployment centered on application suites, to a ‘customer experience’ that brings together customer information, analytics, workflows, mobility and social CRM disciplines into a richer, multichannel access to capture the entire customer journey,” Mr. Thompson said.

Gartner said worldwide CRM software revenue reached $12 billion in 2011, a 13.5 percent increase from 2010, and it is forecast to grow 7 percent in 2012. Gartner analysts added that a growing percentage of this revenue is accrued through software as a service (SaaS) and cloud computing. In 2011, SaaS accounted for 32 percent of the CRM software market and is expected to grow 16 percent in 2012.

As competition intensifies, service providers will either have to grow their own CRM practice to incorporate cloud computing, social CRM, digital media and mobility – or they will have to form partnerships with specialist vendors. Service providers that are still focusing on traditional on-premises CRM solutions today will gradually lose out to the competition during the next one to two years.

“We recommend organizations view 2012 as a year to revisit their CRM strategy. 

The potentially disruptive impact of cloud, big data, social and mobile cannot be overlooked,” said Mr. Davies.

Gartner analysts will further discuss the development of customer experience and service, mobile and social CRM at the Gartner Customer Strategies & Technologies Summit 2012, held from June 11 to 12 in London, U.K. For further information about Summit, please visit www.gartner.com/eu/crm.Information from the event will be shared on Twitter at http://twitter.com/Gartner_inc using #GartnerCRM.

Notes to editors:
* The worldwide CIO survey was conducted in the fourth quarter of 2011, and included 2,335 CIOs representing more than $321 billion in CIO IT budgets and covering 37 industries in 45 countries.
**The Gartner CEO and senior business executive survey of more than 220 CEOs in user organizations from more than 25 countries was conducted in November and December of 2011. Qualified organizations were those with annual revenue of $500 million or more.

About the Gartner Customer Strategies & Technologies Summit 2012
CRM is entering a new era where the focus is much more on the relationship and less on its management. With organizations balancing growth and retention objectives organizations, they need to get smarter, think socially and be mobile-oriented. The Gartner Customer Strategies & Technologies Summit will help organizations gain a more complete understanding of the technological, social and economic trends influencing the next generation of CRM.

Contact: 
 

Rob van der Meulen 
Gartner
+44 0 1784 267892
rob.vandermeulen@gartner.com 


About Gartner: 
Gartner, Inc. (NYSE: IT) is the world's leading information technology research and advisory company. Gartner delivers the technology-related insight necessary for its clients to make the right decisions, every day. From CIOs and senior IT leaders in corporations and government agencies, to business leaders in high-tech and telecom enterprises and professional services firms, to technology investors, Gartner is a valuable partner to 60,000 clients in 11,500 distinct organizations. Through the resources of Gartner Research, Gartner Executive Programs, Gartner Consulting and Gartner Events, Gartner works with every client to research, analyze and interpret the business of IT within the context of their individual role. Founded in 1979, Gartner is headquartered in Stamford, Connecticut, U.S.A., and has 4,500 associates, including 1,250 research analysts and consultants, and clients in 85 countries. For more information, visit www.gartner.com.

HP Enhances Self-Maintainer Support Program

HP Enhances Self-Maintainer Support Program

Program offers commercial IT users in the United States and Canada additional warranty support option to save time and money

PALO ALTO, Calif., April 24, 2012

HP today announced enhancements to its HP Self-Maintainer Program, which enables qualified commercial customers to save time and money on their IT maintenance by directly managing warranty service for their HP products.

Participants can use the online HP tool to seek warranty repairs, reach dedicated support teams, obtain discounts on non-warranty parts and receive labor reimbursements for qualified repairs. The HP Self-Maintainer Program is provided at no additional cost to eligible customers who qualify by meeting an annual purchase volume threshold and by completing HP’s technician training and certification process.

The enhanced HP Self-Maintainer Program provides customers with a more intuitive and user-friendly comprehensive support solution. Specific improvements include: 

  • An improved part-ordering and warranty-claims system – Completely revamped, and now includes automated claim closure.
  • Better part handling – Greatly simplified part returns and invoicing.
  • Better reporting – New performance reports and better financial-reporting capabilities.
  • Improved and more accessible program information – Easier access to up-to-date program information for sales and customers.
  • Easier enrollment – Completely refreshed and easy-to-understand online enrollment materials.

“The HP Self-Maintainer Program has long been a valued support option for HP’s commercial customers, offering them the flexibility to manage their own IT environments,” said Cliff Wagner, vice president, Customer Service, Personal Systems Group – Americas, HP. “In direct response to customer feedback, we’re introducing enhancements designed to deliver a best-in-class program with a superior customer experience.”

Customers have responded enthusiastically to the HP Self-Maintainer Program, with enrollment doubling over the last three years. HP also has been able to shift cost savings from tech support into additional customer-experience improvement programs.

“The enhancements to the HP Self-Maintainer Program have really streamlined the process and made it much more efficient,” said Frank Cataruozolo, director, Computer Services, Stevens Institute of Technology. “From the reduction in invoicing and parts-return requirements to the single-page claim form, we can turn parts around much faster than before. HP has taken our feedback and turned it into action.”

Additional information about the HP Self-Maintainer Program, including how to apply to become an HP certified Self Maintainer, is available here.

About HP
HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. The world’s largest technology company, HP brings together a portfolio that spans printingpersonal computingsoftwareservices and IT infrastructure to solve customer problems. More information about HP (NYSE: HPQ) is available at http://www.hp.com.

REAP will showcase latest in IDEA innovation at CDMN Canada 3.0 2012

REAP will showcase latest in IDEA innovation at CDMN Canada 3.0 2012

CDMN and REAP create lounge to recharge devices - and revitalize thinking

STRATFORD, ON, April 24, 2012 /CNW/ - The University of Waterloo's newest high-tech accelerator is showcasing some of the latest in interactive digital display technologies from an equally new 'sandbox for serious play' - the FELT Lab - throughout CDMN Canada 3.0 2012.

Research Entrepreneurs Accelerating Prosperity (REAP) is bringing to this year's forum some of the innovative technologies, related to interactive display environments and applications (IDEA), from the FELT Lab. Launched in November, FELT is a community-based lab in St. Jacobs, Ontario, where industry and academia envision and develop IDEA. The goal is to expand the opportunities offered by existing and emerging technologies, creating products and services for new markets.

"We're delighted that REAP is joining us to demonstrate how IDEA technologies can impact digital media content, creating opportunities in a range of sectors, including arts and culture," said Kevin Tuer, Managing Director, Canadian Digital Media Network (CDMN). "The REAP showcase exemplifies how the more than 50 partners and exhibitors at this year's forum are innovating using digital media, in ways that create jobs and companies for Canadians."

The technology showcase will be part of the REAP Recharge Lounge, where forum participants can relax while their devices recharge. They can also revitalize their thinking on the possibilities offered by IDEA, while viewing and/or interacting with content on eight installations. They include:

Art Allies Interactive Gallery - The works of various Waterloo Region artists will be projected life-size on a six-by-eight-foot screen. Art lovers can navigate - or virtually tour - the exhibition, not by walking around, but with hand gestures.

Video Wall - This custom video player system uses background subtraction to do more than just superimpose something on an image. It fully immerses people into any scene, whether a boxing ring or the Great Wall of China.

Apptui Mobile Device Interface - Canada 3.0 participants can navigate content with their personal devices, while learning about a technology that turns any device into a remote control.

GestureTek Mini-thinkering - Thinkering involves tinkering with technologies while thinking up new uses. REAP's research entrepreneurs - undergraduate students from across the university, also known as REAPsters - will demonstrate a multi-touch display technology and help forum participants envision the opportunities offered by 32-touch points.

REAP is also helping to introduce a new online news site for the high-tech accelerator sector - The Accelerator Gazette. REAP is sponsoring The Gazette, as part of its mandate to research and report on best practices for accelerating high-tech enterprise from around the world.

"CDMN Canada 3.0's celebration of Canadian leadership in digital media provides an ideal opportunity to showcase a range of innovations in IDEA," said Jill Tomasson Goodwin, Co-founder of REAP. "We look forward to showing how young talent can help mobilize content to better connect Canadians and improve productivity."

REAPsters and staff will be on hand to explain how REAP's approach - involving arts-led research entrepreneurship, applied design thinking, a focus on IDEA, private-public partnerships and more - can help increase individual and Canadian prosperity.

For more information on the CDMN Canada 3.0 2102, please visit www.canada30.ca.

About REAP
Research Entrepreneurs Accelerating Prosperity (REAP) www.reapwaterloo.ca is a non-credit program at the University of Waterloo that pays undergraduate students while teaching them to develop new uses and markets for interactive display technologies. The goal is to research ways of innovating such technologies, creating entrepreneurial opportunities leading to greater prosperity for Canada.

About the FELT Lab
The FELT Lab is a community-based digital media laboratory. Opened last fall by founding partners REAP, Christie Digital Systems Canada and Quarry Integrated Communications, it is a digital sandbox for serious play. Industry and academia gather to envision products and services that create new opportunities in interactive display environments and applications, or IDEA.

About CDMN Canada 3.0 2012
CDMN Canada 3.0 2012 is a forum organized by the Canadian Digital Media Network (CDMN) www.cdmn.ca is focused on advancing Canada's strength in digital media. CDMN encourages job creation and increases global competitiveness by linking Canada's leading digital media centres with industry, government and academia.

For further information:

Media Contacts:

Michael Strickland, Strategic Storyteller, REAP, writer.strickland@gmail.com

Shelley Grandy, Sr. PR Advisor, CDMN Canada 3.0 2012, shelley@cdmn.ca

CDMN Canada 3.0 2012 Forum Opens with Address by Governor General from Brazil, and Announcement of Ryerson University's Digital Media Zone Joining the Canadian Digital Media Network


CDMN Canada 3.0 2012 Forum Opens with Address by Governor General from Brazil, and Announcement of Ryerson University's Digital Media Zone Joining the Canadian Digital Media Network


STRATFORD, ON, April 24, 2012 /CNW/ - The 4th annual CDMN Canada 3.0 digital media forum gets off to an exciting start today with opening remarks from Governor General David Johnston from Brazil, an on-site keynote by Industry Minister Christian Paradis, keynotes by Canadian tech leaders, and the announcement of the 10th member 'node' to join the Canadian Digital Media Network (CDMN).  Ryerson University's Digital Media Zone (DMZ) today officially joins regional centres of digital media entrepreneurship linked from coast-to-coast through the CDMN.

"This year's CDMN Canada 3.0 forum is exciting because the program was derived from the experience of the previous three forums plus input from a cross-Canada tour undertaken over the past six months," said Kevin Tuer, Managing Director of the CDMN. "This event brings together government, industry and academia in way that no other event in the country does, to advance our leadership position in digital media."

Ryerson's DMZ joins the CDMN at a time when digital media is gaining traction, Tuer said. Targeted to young entrepreneurs, DMZ provides the tools needed to make digital dreams a reality, offering an incubator environment where students and newcomers can gain entrepreneurial experience before jumping into the startup fray.

"The success of Canada's digital media talent and entrepreneurship is dependent upon strong networks and support. The Ryerson Digital Media Zone is excited to be part of the Canadian Digital Media Network," said Valerie Fox, Executive Director of the Digital Media Zone.

Located in the heart of downtown Toronto, the DMZ atmosphere reflects the energy of the city. Those who join The Zone are keen to take advantage of what the community has available including mentorships, business plan counseling, equipment, workshops, funding opportunities, exposure, and industry connections. Commercial enterprises benefit from this setup as well, turning to the technological pioneers for progressive digital solutions.

"There is nothing more rewarding than an innovative idea coming to fruition. To be a part of that in any way, whether providing resources, guidance, or the actual physical space is something to be proud of," said Kevin Tuer, Managing Director of the CDMN. "Our collaborative relationship with DMZ will help to support Canada's investment in its digital future by ensuring that startups, undergraduates and entrepreneurs have the foundation required for success."  

Tuer said the forum and all those who support it are helping take Canada another step forward to realizing the forum's Moonshot goal set out in 2010, that "anyone can do anything online in Canada by 2017."

Full information on the forum is available at: www.canada30.ca  and you can follow CDMN Canada 3.0 2012 on Twitter @Can3_0 or join the conversation using #CDA30.

About CDMN Canada 3.0 2012

CDMN Canada 3.0 2012 is a forum organized by the Canadian Digital Media Network (CDMN) www.cdmn.ca focused on advancing Canada's strength in digital media. CDMN encourages job creation and increases global competitiveness by linking Canada's leading digital media centres with industry, government and academia.

About Ryerson DMZ

Ryerson University's Digital Media Zone (the Zone) is a workplace and incubator designed for young entrepreneurs, infused with the energy and resources of downtown Toronto. It's a place where students and alumni come to innovate, collaborate and market their products and services, and where commercial enterprises can turn for progressive and creative digital solutions.

For further information:

Media Contact
Shelley Grandy, Sr. PR Advisor, Canada 3.0 2012, shelley@cdmn.ca