Speaking at the LinuxWorld trade show in New York today, Irving Wladawsky-Berger, the head of IBM's recently created Linux group, said IBM envisions a computing world unified by Linux at various points in the IT chain. "We see Linux playing a big role in furthering the development and portability of applications across all platforms," he said, adding that Linux represents "a huge strategic play for the IT industry and IBM in particular."
That does not mean, however, that IBM servers presently based on AIX--the company's version of Unix--or its forthcoming Monterey will one day run exclusively on Linux, Wladawsky-Berger said. But he hinted at the possibility: "For the next several years, we view these as complementary efforts. But what happens when they occupy the same space? We'll see what happens at the time." For now, Wladawsky-Berger said IBM will concentrate on making its systems compatible with Linux and helping to develop the Linux community. He noted that the company is testing Linux on its S/390 mainframes and is working to make its AS/400 servers increasingly Linux-friendly. Meanwhile, IBM disclosed today that Linux will be available for its Network Station 2200 and 2800 thin clients, and it will offer Linux as a preloaded option for its Intel Netfinity servers and ThinkPad notebooks. The company also said it is making its ViaVoice speech-recognition technology available for Linux offerings from Caldera Systems, Red Hat, and SuSE. It has also created a free developers kit for Linux software developers.
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Insurance Providers: Improving Customer Retention through the Contact Center
Customer experience is a big deal for the insurance industry, and doing it right has never been more critical than now. In fact, Nationwide Insurance found that a 1% increase in customer retention increased annual premiums by $1 million. In order to master providing a consistent – and consistently positive – customer experience, insurance companies must rebuild their contact center operations around the customer. The problem? Desktop complexity in the insurance contact center, which is particularly prevalent in the insurance industry. Some insurance companies have more than 20 applications and tools on the desktop. That means that CSRs, who are supposed to provide quality and timely service to customers on each call, end up navigating through dozens of non-integrated applications. The good news is that implementing a unified desktop in the contact center will help insurers overcome all of the above-mentioned challenges, giving the CSR that fully integrated view of each customer. A unified desktop solution is the quickest and most efficient way to improve customer retention while reducing your cost of operations – it’s the insurance policy you need to keep your customers’ business for years to come.

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