Tag Archives: Five

Ex-Cisco exec Rowan Trollope promises to be different CEO at Five9

Rowan Trollope’s departure from Cisco in May took many in the industry by surprise. In his five years as a top executive, Trollope was widely credited with reinvigorating Cisco’s collaboration portfolio. At the end of his tenure, he made the bold move of merging Cisco’s core meeting software, Webex and Spark.

Trollope is now the CEO of cloud contact center vendor Five9, a startup in San Ramon, Calif., with revenue one-twenty-fifth the size of the collaboration division at Cisco. Trollope described his new company as smaller than his old one, but also nimbler.

In an interview this week, Trollope spoke about why he left Cisco and the use cases of the contact center AI he’s likely to bring to Five9.

Editor’s note: The following was edited for style, clarity and brevity.

How will your leadership change Five9?

Rowan Trollope, CEO, Five9Rowan Trollope

Rowan Trollope: I wasn’t hired because the company needed a new strategy. The way the search happened was ultimately because the former CEO, unfortunately, had a health issue and couldn’t continue. So, it’s kind of a different CEO transition in that sense; it’s not like the company needed a transformation or a new direction.

I am a different CEO, I think, than the former CEO just in terms of my background. I’m a much more product-focused executive, whereas Mike [Burkland] was more focused on sales and go-to-market. And so, you know, my focus will probably be more on product. I think the innovation side of this story that’s unfolding needs a lot of attention.

Cisco is also a big contact center vendor. Why didn’t you want to stay there?

Trollope: Timing in business is so important. And the time for a cloud contact center is now. And, you know, I had been at Cisco for five years, very successful with transforming the portfolio and having a good run. But this was an opportunity to join a very special company, a much smaller company, more nimble, and something that I just, personally, was very interested in.

It’s not anything negative about Cisco. I enjoyed working there, I learned a lot, it’s a great company, and I think their collaboration business has great prospects. But I couldn’t say no to this opportunity.

What applications of contact center AI do you think will have the biggest impact on the industry?

Trollope: One, data analytics. All the voice traffic coming through your contact center today is only used for the purposes of quality-assurance checks and compliance. So, the first real big opportunity is to unlock the value of that data.

Speech-to-text, and then natural language understanding to provide analytics on top of that data, can really [help a company] understand at the business level what’s going on with my customers [and] what are they asking about. If you look at how call centers work today, at the very end of the call, they will enter a reason code, like install problem or password reset. And that’s just so limiting, and the industry has struggled to make sense of this data. That’s why I call it ‘dark data.’

Two, virtual agents. The technology has just gotten to the point where it could be feasible that when you call into your typical call center, instead of getting, ‘Welcome to ABC company. Push one for sales; push two for product,’ that you will be greeted by, ‘Hi, ABC company, can I help you?’ And you say, ‘Yeah, I’ve been having a problem with your product. I’m wondering if I can speak to Joe in support.’ ‘Oh, sure, yeah, let me get Joe on the line.’

That’s not a human; that conversation was with a robot. That’s feasible now. It wasn’t feasible a year ago. And it will become more and more feasible. So, the death of the IVR [interactive voice response] couldn’t come soon enough for most. If you’re a consumer, that’s like the worst experience ever, right?

Three, agent guidance. If the computer can listen to all of the context of the conversation in real time and present me with advanced search results from my knowledge bases and my company information and my workflows, I become a smarter agent.

Today, the agents will be listening to your call. And they will be sitting with a whole bunch of windows open, and they will be Googling for this, or searching their internal knowledge base for that, or typing a text message to a peer to say, ‘Do you know what this problem could be?’ And all that can be made much easier through AI. So, that’s about assisting agents to get better answers faster.

GPU Mega Sale – Palit 1060 6GB & Asus STRIX 1080 TI OC Edition

I started mining cryptocurrency five months ago. I’m looking to sell hardware to recoup costs and invest in filming equipment.

Cards still have more than a year and a half of the warranty left and I will be happy to help with any warranty issues that arise. I doubt you will have any problems though as the cards have been operating at around 70% to 75% in a cooled room the whole time and continue to run great.

All original boxes and cables and manuals are included.

GPU Details

I’m…

GPU Mega Sale – Palit 1060 6GB & Asus STRIX 1080 TI OC Edition

Citrix Summit 2018: Partners to see simplified program

Citrix plans to collapse five partner incentive programs into a single structure that the company said will simplify the way channel companies apply for incentives.

The unified incentive program, dubbed Citrix Ultimate Rewards, was announced at this week’s Citrix Summit 2018 and will go live Feb. 10. Paul Fecteau, managing director of partner programs and operations at Citrix, said the move marks a “simplification of our partner program structure and the process involved.”

Prior to the restructuring, Citrix operated five program elements: Citrix Advisor Rewards (CAR), CAR Plus, CAR Bonus, Opportunity Registration and Net New Partner-Sourced (NNPS). Fecteau said the components, which have rolled out over the course of 18 years, have all served a purpose in Citrix’s partnering initiative, but added a level of complexity. Partners have to apply separately to each of the five programs, for example.

With the new system, partners can register a deal without having to apply for the individual incentives. Instead, partners provide information on the customers, and the systems’ built-in intelligence determines the discount elements for which a Citrix partner qualifies, according to Fecteau.

“They can register deals … without having to understand the intricacies,” he said.

Citrix joins Cisco and Microsoft as vendors that have moved to streamline their channel programs in recent months. At its 2017 Partner Summit, Cisco discussed the retooling of channel programs targeting its resale partners. The networking vendor said it is taking steps to simplify its specialization portfolio and deal registration efforts. And at its annual channel meetup in July 2017, Microsoft unveiled measures the company said will simplify partner engagement and go-to-market approaches.

Citrix turnaround timeline

Discount and rebate programs

They can register deals … without having to understand the intricacies.
Paul Fecteaumanaging director of partner programs and operations at Citrix

As part of the Citrix Ultimate Rewards revamp revealed at Citrix Summit 2018, partner incentives have been recast as two discount programs, Spark and Drive, and one rebate program, called Accelerate. Accelerate provides a quarterly aggregated rebate. Spark, which Fecteau said is akin to NNPS, rewards partners for identifying and registering new selling opportunities that Citrix didn’t already know about, Fecteau explained.

Drive, meanwhile, is similar to CAR in that it offers rewards to partners that pursue value-selling activities that result in a sale. Value-selling activities include delivering a solution design, scheduling a customer demo or proof of concept, and providing an implementation schedule.

David Henshall, CEO, CitrixDavid Henshall

Beyond program simplification, the Citrix partner program changes also aim to accelerate partners’ profit in the cloud, while still rewarding them for on-premises business, Fecteau said. In 2018, partners will earn rebates based on selling Citrix Cloud services and product sales growth.

Fecteau said the cloud-related rebate is the first time Citrix has established a rebate specifically for cloud sales. But any combination of cloud sales expansion and on-premises product revenue growth will earn partners a rebate, he added.

Also at Citrix Summit 2018

Partners attending at Citrix Summit 2018 will hear keynoters, including Citrix President and CEO David Henshall, talk about the company’s overall strategy.

Conference sessions are organized around a handful of tracks, including sales, technical, marketing and Citrix service provider.

The Citrix partner conference, held in Anaheim, Calif., concludes Jan. 9.

NVMe-oF and storage class memory set to disrupt storage

Five years ago, flash technology transformed the storage market forever. Today, flash-first arrays are the new normal. Will a new shared storage access protocol called nonvolatile memory express over fabrics combined with the advent of storage class memory prove as disruptive to traditional storage over the next five years as NAND flash technology was in the recent past?

When NAND-based SSDs first came to market, data was accessed using traditional block protocols, such as SCSI, and the SSDs were physically attached to array controllers and servers using SATA and SAS bus infrastructure. Also, locally attached PCI-based add-in cards were popular for server-side caching, predominately for storage acceleration.

As NAND flash evolved, the SCSI protocol itself started limiting flash storage performance. So the industry created a new block protocol called nonvolatile memory express (NVMe) that capitalizes on the performance characteristics of nonvolatile memory — such as flash’s ability to easily support data being accessed in parallel at a much greater degree than was ever imagined for HDDs. The initial target for NVMe is PCI Express bus interfaces to unlock the SCSI performance bottleneck. 

Recently, new classes of nonvolatile memory — such as 3D XPoint, which operates much faster than traditional 3D NAND flash and approaches dynamic RAM speeds — have emerged. Called storage class memory (SCM), it also can be addressed at the byte level versus the page level of NAND memory. SCM enjoys a thousand times speed and durability advantages over NAND, but it comes at a premium cost over NAND, similar to how initial SSDs’ pricing compared with HDDs. Using SCM only makes sense if it’s accessed with the NVMe protocol.

Thanks to SCM and NVMe-oF, innovation is alive and well in the storage industry.

Just as Fibre Channel and iSCSI extended the SCSI protocol to fabric, the NVMe protocol has been extended to fabric using a similar approach. The figure below offers a birds eye view of how NVMe over Fabrics (NVMe-oF) works.

NVM Express over Fabrics operates over Fibre Channel, TCP or remote direct-memory access networks and is, by design, transport agnostic. Applications written to take advantage of NVMe should operate over a fabric with limited latency impact. Since NVMe over Fabrics is relatively new, it will take time to gain native OS support from the likes of Windows and all flavors of Linux.

Why NVMe over Fabrics matters

Why should this matter to storage architectures? Because to achieve full SCM or newer-generation NAND flash performance requires that shared storage architectures change with advent of NVMe-oF. Most all-flash arrays boast latencies of less than a millisecond, and many leading AFAs have latencies of less than 500 microseconds. SCM-based arrays using NVMe-oF could improve latencies by another order of magnitude, approaching 50 microseconds.

Many external arrays were designed to put rich data services directly in-line to the data path, impeding the latency improvements promised by SCM. Initially, SCM will likely operate as a large cache minimizing the need for expensive battery-backed dynamic RAM. Ultimately, SCM-based storage will store long-term data, however, and need to include the rich data services available in AFAs. Just like flash coexisted with hard disk, creating flash-first hybrid arrays, SCM will become a fully functional tier of storage, with high-capacity NAND-based SSDs coexisting in the same array. 

How NVM Express over Fabrics works

With that in mind, we recommend AFA vendors consider the following in designing their external controller-based storage, server-centric software-defined storage (SDS) and hyper-converged infrastructure (HCI) architectures.

Controller-based storage considerations

Separate the control and data planes. It is going to be critical to optimize data for throughput and latency. The best way to offer rich data services at performance is to keep control operations separate from data plane operations. 

Reconsider what data services you put in-line versus post-process. SCM will enable some advanced data services to operate with acceptable post-process functionality while optimizing the overall performance. It may be better to land data first with minimal latency and leave storage optimization features such as compression and deduplication for later. Basic durability and encryption functionality would be exempt from this approach.

Push legacy protocols to the side. Future storage products should make NVMe-oF the optimized primary access protocol and then provide file, object and legacy SCSI block protocols using a gateway style approach.    

SDS and HCI considerations

Embrace local-attached SCM and NVMe SSDs. Industry standard servers are where SCM and NVMe options first appeared. It will be much easier for SDS-based storage vendors to take advantage of these technologies and provide the most flexibility to modify software and mature the storage infrastructure.

Consider using JBOF (just a bunch of flash) that supports NVMe over Fabrics for composable direct-attached storage. NVMe-oF protocol chip suppliers, such as Mellanox, are enabling low-cost shared-storage JBOF. If SDS and, more importantly, HCI vendors embraced this technology, they could support configurations with flexible compute-to-storage ratios. This approach will also let them fully embrace popular blade server environments and make the compute-to-storage capacity composable on demand.

Consider NVMe-oF support across a cluster of nodes. SDS and HCI vendors may want to use NVMe-oF to enhance durability and capacity between adjacent server nodes by making locally attached NVMe devices accessible to the other nodes in the architecture.

Some vendors will pragmatically add in SCM and NVMe technologies much like they did during the transition from HDD to SSD. I’m also seeing others go radical with all-SCM array options with extremely low latencies, enabling 10 million IOPS in a 2U form factor. This performance density is mind-boggling, and I fully expect we’ll see some new breakout storage vendors over the next couple years as these two transformative technologies mature and take hold.

Thanks to SCM and NVMe-oF, innovation is alive and well in the storage industry. I can’t wait to see what the next five years holds. Now is the time to be asking your storage vendors how they plan to make the most of SCM and NVMe-oF and, just as importantly, if your storage purchase today is future-proofed for tomorrow.

Multiple Intel firmware vulnerabilities in Management Engine

New research has uncovered five Intel firmware vulnerabilities related to the controversial Management Engine, leading one expert to question why the Intel ME cannot be disabled.

The research that led to finding the Intel firmware vulnerabilities was undertaken “in response to issues identified by external researchers,” according to Intel. This likely refers to a flaw in Intel Active Management Technology — part of the Intel ME — found in May 2017 and a supposed Intel ME kill switch found in September. Due to issues like these, Intel “performed an in-depth comprehensive security review of our Intel Management Engine (ME), Intel Server Platform Services (SPS), and Intel Trusted Execution Engine (TXE) with the objective of enhancing firmware resilience.”

In a post detailing the Intel firmware vulnerabilities, Intel said the flaws could allow an attacker to gain unauthorized access to a system, impersonate the ME/SPS/TXE, execute arbitrary code or cause a system crash.

Mark Ermolov and Maxim Goryachy, researchers at Positive Technologies Research, an enterprise security company based in Framingham, Mass., were credited with finding three Intel firmware vulnerabilities, one in each of Intel ME, SPS and TXE.

“Intel ME is at the heart of a vast number of devices worldwide, which is why we felt it important to assess its security status. It sits deep below the OS and has visibility of a range of data, everything from information on the hard drive to the microphone and USB,” Goryachy told SearchSecurity. “Given this privileged level of access, a hacker with malicious intent could also use it to attack a target below the radar of traditional software-based countermeasures such as anti-virus.”

How dangerous are Intel ME vulnerabilities

The Intel ME has been a controversial feature because of the highly-privileged level of access it has and the fact that it can continue to run even when the system is powered off. Some have even suggested it could be used as a backdoor to any systems running on Intel hardware.

Tod Beardsley, research director at Rapid7, said that given Intel ME’s “uniquely sensitive position on the network,” he’s happy the security review was done, but he had reservations.

Controlling privilege isn’t difficult to do, but it is key to securing systems.
James Maudesenior security engineer, Avecto

“It is frustrating that it’s difficult to impossible to completely disable this particular management application, even in sites where it’s entirely unused. The act of disabling it tends to require actually touching a keyboard connected to the affected machine,” Beardsley told SearchSecurity. “This doesn’t lend itself well to automation, which is a bummer for sites that have hundreds of affected devices whirring away in far-flung data centers. It’s also difficult to actually get a hold of firmware to fix these things for many affected IoT devices.”

James Maude, senior security engineer at Avecto Limited, an endpoint security software company based in the U.K., said that the Intel firmware vulnerabilities highlight the importance of controlling user privileges because some of the flaws require higher access to exploit.

“From hardware to software, admin accounts with wide-ranging privilege rights present a large attack surface. The fact that these critical security gaps have appeared in hardware that can be found in almost every organization globally demonstrates that all businesses need to bear this in mind,” Maude told SearchSecurity. “Controlling privilege isn’t difficult to do, but it is key to securing systems. It’s time for both enterprises and individual users to realize that they can’t rely solely on inbuilt security — they must also have robust security procedures in place.”

However, Beardsley noted all of the firmware vulnerabilities across the Intel products require physical access to the machine in order to exploit.

“For the majority of issues that require local access, the best advice is simply not to allow untrusted users physical access to the affected systems,” Beardsley said. “This is pretty easy for server farms, but can get trickier for things like point-of-sale systems, kiosks, and other computing objects where low-level employees or the public are expected to touch the machines. That said, it’s nothing a little epoxy in the USB port can’t solve.”

For Sale – MacBook Air 13″ mid 2011 i7 256GB SSD

Bought in 2012, this has been my wife’s trusty MacBook for over five years.

It was the highest spec MacBook Air you could buy at the time, with the upgraded i7 processor and 256GB SSD.

As you can see from the photos, it is in excellent condition. Fairly sure we still have the original box.

Battery is excellent and charge cycle count is 152. Apple rate the battery in the MacBook Air for 1,000 cycles so it is 15% through its life.

Price includes delivery via RMSD or can be collected from Ickenham or Russell Square.

Price and currency: 325
Delivery: Delivery cost is included within my country
Payment method: Cash, bank transfer
Location: Ickenham or Russell Square
Advertised elsewhere?: Advertised elsewhere
Prefer goods collected?: I prefer the goods to be collected

______________________________________________________
This message is automatically inserted in all classifieds forum threads.
By replying to this thread you agree to abide by the trading rules detailed here.
Please be advised, all buyers and sellers should satisfy themselves that the other party is genuine by providing the following via private conversation to each other after negotiations are complete and prior to dispatching goods and making payment:

  • Landline telephone number. Make a call to check out the area code and number are correct, too
  • Name and address including postcode
  • Valid e-mail address

DO NOT proceed with a deal until you are completely satisfied with all details being correct. It’s in your best interest to check out these details yourself.

For Sale – MacBook Air 13″ mid 2011 i7 256GB SSD

Bought in 2012, this has been my wife’s trusty MacBook for over five years.

It was the highest spec MacBook Air you could buy at the time, with the upgraded i7 processor and 256GB SSD.

As you can see from the photos, it is in excellent condition. Fairly sure we still have the original box.

Battery is excellent and charge cycle count is 152. Apple rate the battery in the MacBook Air for 1,000 cycles so it is 15% through its life.

Price includes delivery via RMSD or can be collected from Ickenham or Russell Square.

Price and currency: 325
Delivery: Delivery cost is included within my country
Payment method: Cash, bank transfer
Location: Ickenham or Russell Square
Advertised elsewhere?: Advertised elsewhere
Prefer goods collected?: I prefer the goods to be collected

______________________________________________________
This message is automatically inserted in all classifieds forum threads.
By replying to this thread you agree to abide by the trading rules detailed here.
Please be advised, all buyers and sellers should satisfy themselves that the other party is genuine by providing the following via private conversation to each other after negotiations are complete and prior to dispatching goods and making payment:

  • Landline telephone number. Make a call to check out the area code and number are correct, too
  • Name and address including postcode
  • Valid e-mail address

DO NOT proceed with a deal until you are completely satisfied with all details being correct. It’s in your best interest to check out these details yourself.

For Sale – MacBook Air 13″ mid 2011 i7 256GB SSD

Bought in 2012, this has been my wife’s trusty MacBook for over five years.

It was the highest spec MacBook Air you could buy at the time, with the upgraded i7 processor and 256GB SSD.

As you can see from the photos, it is in excellent condition. Fairly sure we still have the original box.

Battery is excellent and charge cycle count is 152. Apple rate the battery in the MacBook Air for 1,000 cycles so it is 15% through its life.

Price includes delivery via RMSD or can be collected from Ickenham or Russell Square.

Price and currency: 325
Delivery: Delivery cost is included within my country
Payment method: Cash, bank transfer
Location: Ickenham or Russell Square
Advertised elsewhere?: Advertised elsewhere
Prefer goods collected?: I prefer the goods to be collected

______________________________________________________
This message is automatically inserted in all classifieds forum threads.
By replying to this thread you agree to abide by the trading rules detailed here.
Please be advised, all buyers and sellers should satisfy themselves that the other party is genuine by providing the following via private conversation to each other after negotiations are complete and prior to dispatching goods and making payment:

  • Landline telephone number. Make a call to check out the area code and number are correct, too
  • Name and address including postcode
  • Valid e-mail address

DO NOT proceed with a deal until you are completely satisfied with all details being correct. It’s in your best interest to check out these details yourself.

For Sale – Various HDDs and RAMs – Desktop, laptop (some free)

Variety of components here, so please read on carefully if interested.

1. *SOLD* Five 1GB PC3-8500 SODIMM/laptop RAM sticks (Samsung, Micron); working pulled, untested for a while but always keep dry and in a anti-static bag
Price: £1.50 (items effectively FREE, priced to cover RM 2nd class postage and some polo mints)

2. Four 2GB PC3-10600E (desktop server) RAM DIMM sticks (3 matched Hynix, 1 Crucial); working pulls from a single 2010 Mac Pro. See pictures.
Price: £15 (with RM 2nd postage)

3. Two 2GB PC3-8500 SODIMM/laptop matched RAM sticks (Hynix); working pulled, untested for a while but always keep dry and in a anti-static bagworking pulled, untested for a while but always keep dry and in a anti-static bag
Price: £5 (with RM 2nd postage)

4. *SOLD* Two 1TB WD Black HDDs – WD WD1001FALS ; working pull from a Mac Pro
Price: £20 for one, £40 for both (collection only – too heavy/risky to post; if you insist, please quote me the RM price & service and add the postage charge on top).

5. *NOT AVAILABLE* Two drive sleds (plus screws) from a 2010 Mac Pro; compatible with 2009 – 2012 models but not 2008 or earlier – but you need to double-check suitability.
Price: Each for £12 (with RM 2nd signed-for postage).

If combining postage with multiple items, we’ll negotiate new pricing. Prices may be out and adjusted accordingly.

Price and currency: Various
Delivery: Delivery cost – various
Payment method: Paypal
Location: Cambridge
Advertised elsewhere?: Advertised elsewhere
Prefer goods collected?: I have no preference

______________________________________________________
This message is automatically inserted in all classifieds forum threads.
By replying to this thread you agree to abide by the trading rules detailed here.
Please be advised, all buyers and sellers should satisfy themselves that the other party is genuine by providing the following via private conversation to each other after negotiations are complete and prior to dispatching goods and making payment:

  • Landline telephone number. Make a call to check out the area code and number are correct, too
  • Name and address including postcode
  • Valid e-mail address

DO NOT proceed with a deal until you are completely satisfied with all details being correct. It’s in your best interest to check out these details yourself.

For Sale – Various HDDs and RAMs – Desktop, laptop (some free)

Variety of components here, so please read on carefully if interested.

1. *SOLD* Five 1GB PC3-8500 SODIMM/laptop RAM sticks (Samsung, Micron); working pulled, untested for a while but always keep dry and in a anti-static bag
Price: £1.50 (items effectively FREE, priced to cover RM 2nd class postage and some polo mints)

2. Four 2GB PC3-10600E (desktop server) RAM DIMM sticks (3 matched Hynix, 1 Crucial); working pulls from a single 2010 Mac Pro. See pictures.
Price: £15 (with RM 2nd postage)

3. Two 2GB PC3-8500 SODIMM/laptop matched RAM sticks (Hynix); working pulled, untested for a while but always keep dry and in a anti-static bagworking pulled, untested for a while but always keep dry and in a anti-static bag
Price: £5 (with RM 2nd postage)

4. *SOLD* Two 1TB WD Black HDDs – WD WD1001FALS ; working pull from a Mac Pro
Price: £20 for one, £40 for both (collection only – too heavy/risky to post; if you insist, please quote me the RM price & service and add the postage charge on top).

5. *NOT AVAILABLE* Two drive sleds (plus screws) from a 2010 Mac Pro; compatible with 2009 – 2012 models but not 2008 or earlier – but you need to double-check suitability.
Price: Each for £12 (with RM 2nd signed-for postage).

If combining postage with multiple items, we’ll negotiate new pricing. Prices may be out and adjusted accordingly.

Price and currency: Various
Delivery: Delivery cost – various
Payment method: Paypal
Location: Cambridge
Advertised elsewhere?: Advertised elsewhere
Prefer goods collected?: I have no preference

______________________________________________________
This message is automatically inserted in all classifieds forum threads.
By replying to this thread you agree to abide by the trading rules detailed here.
Please be advised, all buyers and sellers should satisfy themselves that the other party is genuine by providing the following via private conversation to each other after negotiations are complete and prior to dispatching goods and making payment:

  • Landline telephone number. Make a call to check out the area code and number are correct, too
  • Name and address including postcode
  • Valid e-mail address

DO NOT proceed with a deal until you are completely satisfied with all details being correct. It’s in your best interest to check out these details yourself.