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Sri Atluri

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Service Support and Delivery Manager

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About 10 years of experience in Information Technology, including IT Service Management, Software Development and end-to-end Financial Systems Support. Engineered Global Support Model for multi-national organizations using ITIL V3 concepts. Hands-on experience supporting extremely time critical Services for a trillion ...

About 10 years of experience in Information Technology, including IT Service Management, Software Development and end-to-end Financial Systems Support. Engineered Global Support Model for multi-national organizations using ITIL V3 concepts. Hands-on experience supporting extremely time critical Services for a trillion dollar Financial Company. Managed development and support projects in Hybrid environment. Developed business strategy to increase growth and reduce IT costs.

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Sept. 15, 2010

Sri Atluri and 3 other people answered this question

What steps should enterprises take when developing their unified communications strategy?

Since most of the communications and decisions are made relying on unified communications, security of UC would be the primary concerns. Also for the easy reasons, the availability should be high, with a DR plan.
Most enterprises use 2-3 technologies for their UC, so they ... more

Information Technology

Unified Communications

Unified Communications Implementation

Unified Communications Strategy

Sept. 15, 2010

Sri Atluri answered this question

How do you feel about workforce optimization technologies?

I think you need to consider 1) Quality of Service 2) Effectiveness 3) Cost (not necessarily in the same order).
One of the companies I worked at implemented Aspect ACD(Automatic Call Distributor) in their call center. This tool routes the in coming calls to the ... more

Customer Service

Contact Centers

Sept. 15, 2010

Sri Atluri and 1 other person answered this question

Where do you start when building an outward facing knowledge base system?

The most important feature of a KB is, how easy its user can get to what he/she is looking for. So the search feature must be powerful and effective.
Next important thing is, how easy someone can contribute to the KB. That means, not having ... more

Customer Service

Contact Center Software

Contact Centers

Sept. 15, 2010

Sri Atluri and 3 other people answered this question

What is open source software?

In its simplest form, it is like getting an apple pie and it's recipe at the same time. You are also allowed to make changes to the recipe and YOUR pie better (or worse).
I define OSS as a piece of software without licensing. For ... more

Information Technology

Servers and Storage

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