GMail Users Place 10-Million Web VoIP Calls in a Week

GMail users made more than 10 million calls through the web-based email service’s new ‘Call Phones’ feature during its first week of availability, Google announced yesterday.

Since August 25, Google has been allowing users to make free VoIP calls to landline and cellular phones within the U.S. and Canada. Calls outside of North America start at just $0.02 per minute.

The service can be integrated with Google Voice, allowing Google’s existing VoIP users to have their personal web-based phone numbers displayed as their caller ID. Other features include call screening and the ability to record conversations and send them to a GMail inbox.


CRM: What to Consider When Choosing a System

What’s Happening: The customer-relationship management software you installed ten years ago is showing its age just as the market for CRM software has fully matured. You have choices now between on-premise and software-as-a-service (SaaS) applications.

Why You Care: According to Mark Ameres, a CRM consultant, many companies are running “dead-end” applications that either integrate poorly with other enterprise systems or can no longer accommodate corporate growth.

“Our older systems were holding us back from providing the same level of student service and support we were able to provide when we were smaller,” says Michael Statmore, the IT director with Post University, which has a physical campus in Waterbury, Conn., and a growing online presence. The university chose Oracle ( ORCL) CRM On Demand to manage information about all its students, whether they take classes online or on campus. By using a SaaS application, Statmore avoided making investments in new infrastructure and is able to keep management costs down.

The Real Deal: Online CRM costs less to deploy than an on-premise system, and it may be more easily funded because it can be budgeted as an operational-as opposed to a capital-expense, says Sajid Usman, an analyst and consultant with Accenture’s CRM practice. It’s also easier to add users and capacity as an enterprise grows. On the other hand, on-premise systems offer tighter integration with other enterprise systems and are more easily customized.

Integration concerns were critical for Maricel Cabahug, CIO with Yaskawa America, which manufactures components for industrial equipment. She chose on-premise CRM from SAP because it could be linked more easily to the company’s SAP ERP system. Yaskawa America lost business when sales agents did not realize they were pursuing an existing customer as a prospect. “Someone can know that a customer has a machine being serviced and see that we are negotiating a new contract with that same customer,” says Cabahug.

One the other hand, Justin Ricketts, CIO with Susan G. Komen for the Cure, chose Salesforce.com and an online fundraising management tool from Convio for its flexibility, lower initial costs and ability to scale up quickly. The nonprofit manages the activity of 14 million donors and 124 affiliated offices. “We did have to make sure the security precautions were the same we would have used for on-premise CRM, and we had to choose vendors who could show us the status of all servers, performance metrics, and the same stats of a premise-based product,” says Ricketts.

What You Should Do: Don’t base your decision on what you’re currently using, says Ameres; consider which platform best meets your current needs for managing customer contacts and technical issues such as security or scalability. On-premise CRM is better suited for integration with other in-house applications, observes Usman. But a SaaS application offers lower up-front costs for companies that need a new system immediately and don’t have a big data center staff.

John Brandon is a freelance writer based in Minnesota.

Read more about customer relationship management (crm) in CIO’s Customer Relationship Management (CRM) Drilldown.

All contents copyright 1995-2010 Network World, Inc. http://www.networkworld.com


HP pays $55 million to settle kickback scandal

Hewlett-Packard has agreed to pay the U.S. government $55 million to settle charges that it paid kickbacks to technology partners for recommending HP products to federal agencies.

This final agreement, announced Monday by the Department of Justice, follows a tentative settlement reached earlier this month in which HP agreed in principle to resolve the case. The settlement closes the book on the DOJ’s allegations that HP defrauded the General Services Administration (GSA) and other government agencies by paying “influencer fees” to third-party vendors.

The case stretches back to 2004 when two whistleblowers–Norman Rille, then a senior manager with Accenture, and Neal Roberts, a partner at PricewaterhouseCoopers–filed a civil complaint alleging that HP had doled out kickbacks. The suit, which also included Sun Microsystems and Accenture, was launched under provisions of the False Claims Act (PDF) in which private citizens can file actions regarding fraud on behalf of the U.S. and share in any money recovered.

For more of this story, read HP to pay $55 million to settle kickback allegations on CNET News.


Cisco to acquire Massachusetts-based content management firm

Local Tech Wire

RESEARCH TRIANGLE PARK, N.C. – Cisco Systems (Nasdaq: CSCO) is buying ExtendMedia, a content management software firm.

The deal is the latest in a series of moves Cisco is making to capitalize on increasing use of video across the Internet.

ExtendMedia focuses on managing video in for-pay and ad-supported media delivery.

Financial terms were not disclosed.

Cisco announced the deal before markets opened Thursday.

ExtendMedia is based in Newton, Mass.

"As the video market transitions and consumers expect multi-screen engagement, service providers are enhancing their infrastructure to manage and deliver video to any device while providing a rich user experience," said Enrique Rodriguez, senior vice president and general manager for Cisco’s Service Provider Video Technology Group.

"ExtendMedia will strengthen Cisco’s position in the delivery of IP video services by enabling service providers to provide a more interactive and personal experience and to optimize quality for consumer viewing devices,” he added.

For more details, read here.

Cisco maintains its second largest campus outside of its California headquarters in RTP where it employs more than 4,000 people.


Hands on with Apple’s new iPods, Apple TV

After Wednesday’s Apple media event, we got to spend a little while in a hands-on area adjacent to the Yerba Buena theater with a few dozen members of the media, analysts, VIPs, and–most importantly–new iPods and Apple TVs. Without any further ado, here’s what we spotted.

Fourth-generation iPod shuffle

If you ask us, the second-generation shuffle–the tiny rectangle with circular buttons on its face and a built-in clip–was the pinnacle of iPod shuffle design. The third-generation model, which dropped buttons and forced you control it from a set of headphones, was a step back. Apparently lots of Apple’s customers felt that way, too, because Apple has done a rare pivot and gone back in time for the design of the fourth-generation shuffle. It’s got the snazzy voiceover features and playlist support of the third-generation model, but it’s got that familiar set of buttons on the face.

Though the new shuffle will feel familiar for anyone who’s used one of the older models, there are differences–but they’re minor. It’s a little bit smaller than the second-generation model, and there’s a new VoiceOver button that triggers the shuffle’s voice-navigated interface. Bottom line: it feels like the old shuffle, but a tad smaller, and with buttons, glorious buttons.

Sixth-generation iPod nano

During its many lives, the iPod nano’s design has been all over the place. It was super tall, then it was fat, then it was thin with a bigger screen. Late in the game Apple threw in a video camera, just for kicks. This new nano is unlike any that have come before. In fact, the best way to describe it is like a larger iPod shuffle, but with a touchscreen. It even comes with an integrated clip, so you can stick it just about anywhere.

While it’s unclear what operating system is actually driving the new nano, that’s a geeky question that loses sight of the most important point: The new nano’s touchscreen interface will be instantly recognizable to anyone who has ever used an iOS device. The device’s home screen is no longer a set of menu options, but a set of icons with labels underneath them that you tap on, just like iPhone apps. You swipe your finger from right to left to page through a series of screens.

I was able to pick a nano up and start using it immediately, with very little learning curve. You can tap and hold your finger to go back to the home screen, or just keep swiping back through menus until you reach the top. Scrolling through lists and tapping on options is a natural, iPhone-like experience. When a song is playing, the screen displays cover art, and you can tap to reveal play/pause controls. There are dedicated volume buttons on the side.

Unlike the iPhone and iPod touch, the iPod nano doesn’t have an accelerometer to determine orientation. That’s a good thing–you can clip the device in any orientation you want, and then use two fingers to “spin” the iPod’s interface so that it’s displaying face-up for you.

No, this iPod nano isn’t like an iPhone, with downloadable apps and the like. And it’s utterly lost the ability to record or even display video–”nano does video” no more. You can display photos on the tiny 1.5-inch touchscreen, and they look nice, but they are most definitely small.

One last detail: Unlike the iPod shuffle, which requires a special cable that plugs into its headphone jack in order to sync with a Mac, this tiny nano still has a full-sized iPhone dock connector port.

Fourth-generation iPod touch

The new iPod touch is, internally, very close to being an iPhone 4. It’s got the same Retina display, and it’s got forward and backward facing cameras (though the rear camera shoots at 960 by 720 resolution, much less than the iPhone 4′s) and support for FaceTime video chat. But it’s got some clear physical differences, too, most notably its thinness. The last generation of iPod touch was already thin, but it’s even thinner now, and quite light. The screen looks great.

There’s a new FaceTime app, which you use to initiate FaceTime calls. (To answer the question, how does a device that’s not a phone receive FaceTime calls: It does it via e-mail address. You enter e-mail addresses in the FaceTime settings, and then people can call you and you can call them via the FaceTime app or the Contacts app.) And yes, there’s a microphone on this iPod touch so you don’t have to put on headphones to use FaceTime: It’s located on the bottom edge of the device.

Beyond that, I’m not sure what we can say about the iPod touch. It’s the thin, small iPod touch we’ve come to expect, but loaded with many (though not all) of the iPhone 4′s features. If you were drooling over the Retina display but didn’t want to buy an iPhone 4, now you don’t have to.

Second-generation Apple TV

The Apple TV was released four years ago, and even with an updated interface, added features, and price cuts, it was never what we’d call a success. Part of that can be attributed to the fact that Apple considered it a ‘hobby’ and never really devoted the time or resources to make it a better product, but as Steve Jobs admitted during today’s event, it also didn’t give customers what they wanted.

It lacked content and quality, cost too much (both the hardware and downloaded media), and was too complicated. The Apple TV reboot is an attempt to address those issues and make it a well-respected member of the Apple ecosystem. (We say attempt because it’s too early to tell if the updated model will satisfy current owners or convince those who’ve never used an Apple TV to take the plunge.)

This new Apple TV certainly wins on the hardware front: On the outside, it’s a quarter the size of the original, a tiny black box that will likely run cool and quiet due to its utter lack of a hard drive. You can pick it up and hold it in the palm of your hand, easily. On the back is a small selection of ports, far fewer than on the previous model. If you don’t have a TV that supports HDMI, forget it–this device has only an HDMI port for video out. There’s also an optical-audio port, an ethernet jack (along with built-in 802.11n networking), and a USB port that Apple says is for support use only and not for any end-user functions.

On the inside, the specs have been updated to support 720p video at 30 frames per second (the previous model could only hack 24fps, and even then there were often issues). This is a big deal because a lot of TV-show content is shot at 30 frames per second, and Apple wants everything on the new Apple TV to be in HD, including TV rentals (although Apple does appear to plan on offering SD TV show rentals–presumably for any content not available in HD–for the same 99-cent-an-episode price).

As for the interface itself, it’s going to be pretty familiar to current Apple TV users. It’s the same remote-driven UI, with a series of menu items from left to right. The details have changed, and the Netflix instant-watch implementation Apple has done is very much in keeping with the Apple TV’s design philosophy, rather than looking like every other Netflix implementation we’ve seen on various standalone and embedded devices. (There’s no support for buying stuff anymore, just renting movies and TV shows–if you want to buy stuff and keep it forever, you’ll want to do that on your computer and then stream it to the AppleTV.)

And the price drop to $99/£99 might be low enough to entice the curious who would never have dropped $200-plus on such a device.


How to Watch Apple's Streaming Music Event on Your PC

Apple’s music-centric event today promises to bring new iPods, an iTV update, and perhaps a new video streaming service. To capitalize on streaming online video’s popularity, Apple will be broadcasting the event live to test its new server farm — but only on Apple products. So if you have these specs:

A Mac running Safari on Mac OSX version 10.6 Snow Leopard

An iPhone or iPod touch running iOS 3.0 or higher

An iPad

… then Apple loves you; you can watch. If not, Apple has left you out in the cold.

(Apple has provided a sample stream so you can check if your OS can view the event.)

MacRumors has devised a clever workaround for those who Apple is leaving in the dark. “The HTTP Live Stream protocol is based on very standard technologies. The stream is simply provided in an MPEG2 playlist (m3u file) that is added to as the stream continues,” MacRumors wrote.

Here’s what you’ll need:

A download of VLC (a free, open-source cross-platform multimedia player and framework) VLC should then be able to stream using this URL: http://devimages.apple.com/iphone/samples/bipbop/gear1/prog_index.m3u8 Patience: VLC can stream pre-recorded streams just fine, as it knows what’s coming next. However, with a live stream, it doesn’t, so you’ll have to repeatedly reload the playlist manually to get the next few segments.

It’s not exactly the best solution, but with Apple behaving like a spoiled kid with all the best toys, it’ll have to do.

For those not willing to take that step, PCWorld will provide coverage with a live blog that can be found here.

You can also hack your PC to run OSX, but that seems a little radical. Apple will post the full event on its Web site later today or tomorrow, as it always does.

You can also check out MacWorld’s Live Update of the event.

All contents copyright 1995-2010 Network World, Inc. http://www.networkworld.com


Opinion: Don’t bet on Apple iPod touch news today

No one’s sure what Apple will announce today, but the folks at Bookmaker.com just weighed in with their take. As for the unveiling of Apple product upgrades for the upcoming holiday season, the event is invitation-only, and the invite has only a picture of a guitar as a clue.

That hasn’t stopped people from speculating, of course. Piercing Apple’s shroud of secrecymdash;or at least guessing what’s behind the curtainmdash;has become a full-time job for many, from bloggers to Bookmaker.com.

Here are Bookmaker’s odds of what will be announced later today:

50 per cent chance of a revised version of the iPhone 4

40 per cent chance of a new iPod nano with 3 centimeter by 3 centimeter touch screen

33 per cent chance of an Apple TV priced at $99

28 per cent chance of a new iPod touch

Bookmaker.com calculated these odds by analysing media reports and expert opinions being published on the topic.

The most surprising piece of Bookmaker.com’s odds is the low odds for a new iPod touch. Some mainstream media outlets are predicting an iPod touch refresh.

“Apple is expected to show a new iPod touch with a camera for video chatting,” writes Ryan Kim, staff writer at the San Francisco Chronicle. He also figures Apple TV set-top box will get a refresh and resemble iPhone 4 with Apple’s mobile iOS.

Analyst Rob Enderle doesn’t think an iPod touch makes much sense in today’s always-connected, location-based app world, which is why Apple focuses on the iPhone. “We are just short of having the low cost, ubiquitous broadband connection that devices like [the iPod touch] require,” he says. “Until we get that kind of service, the iPhone and its contemporaries are likely the best choice.”


Trend Micro brings encryption to the cloud

Trend Micro is blazing a new trail with a service called SecureCloud intended to give enterprises a way to encrypt data in cloud-computing environments.

SecureCloud allows you to maintain control over the encryption key used to secure data stored in the Amazon EC2, Eucalyptus or VMware vCloud cloud infrastructures. Other cloud-computing variants could be added in the future.

“IT operations may be firing up [a remote virtual machine] image but we have security validating the integrity, and it’s encrypted until it hits the cloud, and it’s encrypting data at rest,” according to Todd Thiemann, senior director of data center security and marketing at Trend Micro.

He notes that SecureCloud allows the IT department using either public or private cloud-computing services to answer the basic questions, “Is this image OK? And is it mine?”

Greatest Tech Arguments: Public vs. Private Cloud

Now in beta with general availability expected by year end, SecureCloud is provided through a Web site portal and makes use of policy-based encryption to allow access to a virtual-machine image as well as storing related activity logs.

In addition to offering the security service, Trend Micro is looking at making comparable software available to companies for on-premises use.

In a separate announcement, Trend Micro also unveiled an antimalware protection module for its VMware server security software, Deep Security 7.5. It includes integrity monitoring, log inspection and stateful firewall capabilities, and leverages the most recent VMware vShield Endpoint APIs. Trend Micro Deep Security 7.5 is expected to ship in October.

Read more about data center in Network World’s Data Center section.

All contents copyright 1995-2010 Network World, Inc. http://www.networkworld.com


Report: FCC close to finalizing white space rules

The Federal Communications Commission is close to finalizing rules for the use of unlicensed white space spectrum, according to a report from the Wall Street Journal.

The newspaper on Tuesday reported that top aides to FCC Chairman Julius Genachowski have met with TV broadcasters and others in recent weeks to discuss how to get the spectrum freed for use by technology companies and wireless operators.

White space is unused spectrum that sits between TV channels. The 300MHz to 400MHz of unused spectrum is considered prime spectrum for offering wireless broadband services because it can travel long distances and penetrate through walls. The FCC unanimously agreed in November 2008 to open up this spectrum for unlicensed use. Even so, technical issues to allow device makers and service providers to use the spectrum still need to be worked out.

Several groups, including TV broadcasters, professional sports leagues, entertainers, and church organizations have opposed the use of this spectrum. And some TV broadcasters have sued, which has also stalled the roll-out of the new spectrum.

The talks the FCC is having currently should help hammer out the technical issues and solutions could be presented at the agencies September meeting, the Journal reported. It’s important that these issues get worked out so that technology companies and service providers can get commercial products to market.

During a recent trip to Austin, Texas, FCC Commissioner Meredith Attwell Baker discussed the white space issue with Michael Dell, CEO of Dell, the Wall Street Journal said. And on a recent trip to Microsoft’s headquarters in Redmond, Wash., Chairman Genachowski was shown products that use white space spectrum.

Technology companies such as Google, Motorola, Microsoft, and Dell have lobbied the FCC for years to open this spectrum for unlicensed use. The hope is that the spectrum could be used to augment existing wireless services or eventually be used to create new wireless broadband services.

The FCC has made opening up new wireless spectrum a top priority. In its National Broadband Report presented to Congress earlier this year, the agency said that it recognized the need for more bandwidth to support the growth of new devices, like smartphones.

As part of the National Broadband Plan, the agency said it would free up 500MHz of new wireless spectrum within 10 years for licensed and unlicensed use. The plan recommends that 300MHz of that spectrum should become available within the next five years. White space spectrum is part of this plan. Earlier this year, the city of Wilmington, N.C., and the surrounding county of New Hanover were among the first communities to test wireless applications using TV white space technology.

Marguerite Reardon has been a CNET News reporter since 2004, covering cell phone services, broadband, citywide Wi-Fi, the Net neutrality debate, as well as the ongoing consolidation of the phone companies. E-mail Maggie.


Cloud can deliver more efficient e-government in APAC

Most public sector agencies need to urgently coordinate and integrate the various e-government functions, according to a newly released report by IDC Government Insights.

The research firm says most public sector agencies are widely dispersed operational silos and are challenged with varying policy and operational restrictions. As a result, there are different needs and scales on their IT capacity.

“Looking Ahead: Articulating Cloud Competencies for the Asia Pacific Public Sector,” says the business case for the traditional data centre is no longer sustainable in the long run. Therefore, the public sector agencies should actively explore the possibility of the adoption of cloud computing technologies.

Concerns over use

Gerald Wang, senior market analyst at IDC Government Insights Asia Pacific, says in general, the regional public sector is still apprehensive about the adoption of cloud computing.

The doubts are especially high in agencies that handle sensitive information and most of the initiatives today are still at an experimental stage. Full scale deployment is still not common because the public sector is still trying to determine the return on investment (ROI) and the risks involved in the adoption of cloud computing technologies.

Wang suggests that governments should actively bring change in their policies and address the people and process aspects of cloud implementations. The focus should be on revolutionising traditional workflows and facilitating interoperable standards to bring about greater inter-agency coordination.

Accountability demands

There has been an increase in public scrutiny and accountability demands on the IT budgets of government organisations after the global recession. But at the same time, these enterprises are expected to deliver high quality service and productivity.

IDC notes that due to these demands, the public agencies are driven to search for technological alternatives, such as cloud computing solutions. Looking ahead,

data protection and security solutions such as “rights-management-as-a-service”, and integrated business intelligence and analytics applications are set to become key technological innovations that lead the adoption of cloud computing for the public sector.

“The eventual adoption of cloud technologies, whether public, private or a hybrid of both models, lies fundamentally on the operational requirements it seeks to address,” adds Wang.

All contents copyright 1995-2010 Network World, Inc. http://www.networkworld.com