60 MinsShow dates: 9-13 October 2011, Dubai World Trade Centre | AT GITEX TECHNOLOGY WEEK | Exhibition hours: 10am - 5pm

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“Middle East markets are gaining higher Internet penetration levels. This environment is extremely conducive to the launch of Cyberoam’s NetGenie range of WiFi routers that are aimed at the home and SOHO markets. We expect to have a positive response to the launch and are extremely confident that our participation at GITEX will pave the way for our growth. This platform will be used effectively to showcase our innovations, discuss trends and build on our channel and consumer relations.”

Serving vertical market consumers

WHAT’S INSIDE

Incomedia launches WebSite X5 version 9

When service matters

Pradeesh VS, Regional Sales Manager-Middle East, Cyberoam.

Thuraya is showcasing its ground-breaking portfolio of space-based products during GITEX - a full suite of data, maritime and voice solutions that continue to lead the market with unique features and functionality designed to flexibly meet the changing telecom needs of government, enterprise and private consumers.

Thuraya, which has a track record of leading the MSS industry, was the first to launch the world’s largest commercial communications satellite. It also pioneered the world’s smallest, smartest and most rugged handhelds. Supporting its voice services, the leading MSS operator provides the only handheld to feature

full walk-and-talk capabilities and data speeds of up to 60Kbps and also led the market in featuring GPS navigation and Bluetooth before any other provider.

“GITEX is a key ICT event for us. Thuraya continues to raise the bar in mobile satellite communications and this year were showcasing our most successful solutions, many of which now form an integral part of the communication infrastructure for governments, corporates and organisations in Europe, Africa, Middle East, Asia and Australia. Our focus, as always, is about providing reliable, quality and affordable

my GITEX

New endpoint protection solution Kaspersky Lab has announced the release of Kaspersky Endpoint Security 8 for Windows and Kaspersky Security Center.

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Emirates Airlines is a regional success story of global proportions.

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New endpoint protection solution

“Kaspersky Endpoint Security 8 for Windows is a key addition to our comprehensive security suite, which helps businesses to be ready for the next challenge in IT security. Our new products offer near real-time hybrid protection by tightly integrating signature-based, proactive, and cloud-assisted detection technologies.”Eugene Kaspersky, Chief Ex and co-founder, Kaspersky Lab

Kaspersky Lab has announced the release of Kaspersky Endpoint Security 8 for Windows and Kaspersky Security Center. The new endpoint protection solution and comprehensive management console are designed to keep businesses ahead of emerging threats with intelligent security solutions from the leading anti-malware experts at Kaspersky Lab.

“With this new release we deliver a comprehensive Endpoint Protection Platform that consists of seamlessly integrated security modules. We have merged real-time, cloud-assisted protection with intelligent proactive endpoint protection, and have created a compelling security center that will help companies of all sizes protect themselves against emerging IT threats, including targeted attacks, and thus improve their productivity,” said Petr Merkulov, Chief Product Officer of Kaspersky Lab.

Deep anti-malware protection, based on Kaspersky Lab’s strong expertise and balanced global footprint, is supplemented with a broad set of IT security features, including Application Control, Web Filtering, and Device

Control. Kaspersky Endpoint Security 8 for Windows integrates with a cloud-based security intelligence system, which provides real-time updates for new and unknown threats and support for application whitelisting.

The efficiency of Kaspersky Endpoint Security 8 for Windows has been proven in the first independent testing, conducted by AV-Test.org, the reputable German independent research centre. A total of seven corporate security solutions from different vendors were evaluated in the testing, and Kaspersky Endpoint Security 8 for Windows was awarded the highest number of points. Specifically, Kaspersky Lab’s corporate solution successfully detected 100% of widespread malware samples, blocked all zero-day malware attacks and returned the best result in the detection and removal of active malware from an infected machine. Detailed results of Kaspersky Endpoint Security 8 for Windows in the independent testing can be found at AV-Test.org.

Kaspersky Endpoint Security 8 for Windows is managed by a newly designed Kaspersky Security Center,

which succeeds the Kaspersky Administration Kit. This new management console presents many new features for comprehensive control and manageability, supports physical as well as virtual environments, and is scalable to fit the needs growing businesses.

According to a recent Kaspersky Lab survey, in the past 12 months at least one IT security incident was experienced by 91% of the companies surveyed. Almost a third of company representatives questioned admitted that they had incurred sensitive data loss as a result of malware infection.

Though malware attacks are the most common type of business security threat, only 70% of the companies surveyed have fully implemented anti-malware protection; 3% have no anti-malware protection at all. The list of the most immediate current threats also includes potentially dangerous software vulnerabilities, network attacks (including targeted and DDos attacks), phishing, and spam. Large companies in developing markets are those most frequently targeted by cyber criminals.

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Chaos Group signs OmnixOmnix International has signed on as the Middle East distributor of the Chaos Group, a leading provider of state-of-the-art rendering solutions for architectural, VFX, film, automotive design, television and other industries, today at GITEX.

Under the terms of the partnership, Omnix will distribute the Chaos Group’s diverse range of rendering solutions like V-Ray 2.0, Phoenix Fluid Dynamics and PD Player in the Middle East. The new partnership reflects Omnix International’s move to address the increased demand for faster and more creative project designs for the region’s rapidly growing construction market. The company is currently showcasing the latest Autocad solutions at GITEX.

According to market research specialists Ventures Middle East, the UAE, Saudi Arabia and Qatar account for almost 80% of the on-going $452 billion worth of infrastructure projects that are expected to give a much needed boost to the GCC construction industry. Such huge infrastructure spending, part of GCC’s projected $3

trillion ambitious investment plan by 2020, is likely to put the construction sector, in particular buildings and energy sectors, back on track by 2012. This upbeat growth has positioned the innovative software solution V-Ray 2.0 as the perfect rendering tool to address the growing needs architects, engineers and related design based disciplines. Some of the challenges faced by architects and graphic designers in the Middle East are the need for more investments into hardware; meeting project timelines and deadlines; hardware compatibility; user-friendliness; and software support. With V-Ray 2.0, designers and architects can now deliver designs quicker and faster - end-users can save rendering time by up to 50% - without having to make any investments in additional hardware. The software is very user-friendly and end-users do not have to invest into additional training programs. Omnix International will be offering free software support and users can come in direct contact with the developers from Chaos Group.

Incomedia has launched the new WebSite X5 version 9 at GITEX. This new version has been designed specifically those who want to create

their own Web site, whether for their business or their hobbies, quickly, easily and without spending a fortune, and want professional and satisfying results even if they do not have programming or Web design skills.

Federico Ranfagni, Incomedia’s CEO commented: “Our aim was to produce a software that permits everybody, including those with no programming skills, to create their own professional and attractive websites. We believe that WebSite X5 version 9 does just that.”

The latest version of the software is already available in ten languages and was launched in Italian and

international markets as part of a tour in Germany, Spain, Poland, Russia, Turkey and other countries.

WebSite X5 version 9 is the result of a thorough revision work and much new development according to the company. It says that 200 new features have been added, applying all the best practices to further improve the software’s potential and make it even more complete and functional.

Among the features of the WebSite X5 version 9 are user-friendliness, photos, videos and galleries in Flash and JavaScript as well as HTML code and a widget gallery.

Incomedia launches WebSite X5 version 9

“Omnix International has a strong channel breadth in the Middle East and carries a strong reputation for service, consultation and performance excellence, making them the perfect partner for us.”Javid Imanov, Territory Channel Manager, Chaos Group.

Serving vertical market consumers

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communications, designed with the end-consumer in mind. Thuraya solutions are always easy-to-use, intuitive and, most importantly, they work when you need them to, which is why we are rapidly becoming the operator of choice in mobile satellite communications,” said Thuraya’s Vice President, Corporate and Marketing Communications, Ebrahim K Ebrahim.

As an industry leader which has pioneered the most compact, powerful and affordable solutions, Thuraya is demonstrating live the world’s smallest satellite broadband solution to support 384 Kbps streaming, Thuraya IP. The lightweight, A5 sized terminal is the only one to offer asymmetric streaming, (a feature which allows consumers to select upload and download speeds for significant cost savings), will be on show for visitors to experience first-hand. A firm favourite with the broadcast media and recommended by both the British and French Ministries of Defence, Thuraya IP continues to attract a growing, diverse consumer base due to its versatility, reliability and affordability

With 65% market share in satellite handhelds within its coverage area, Thuraya is also displaying Thuraya XT, the most reliable satellite phone to offer full walk and talk capabilities, GPs waypoint navigation and the fastest data service on any satellite handheld.

Also on show is the soon-to-be-launched MarineNet Pro solution, a specialised maritime broadband solution developed in partnership with Comtech. The solution offers data speeds of up to 444 Kbps as well as 384 Kbps video streaming at sea.

Thuraya is increasingly building a growing consumer base from vertical markets such as government, defence, oil and gas, broadcast media, NGOs, large corporates and individual users.

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Paramount – The regional leader in Information Security

www.paramountassure.com

Suite 102, Building No 1, Dubai Internet City

P.O Box 25703,Dubai, UAETel: 971-4-3918600

Email: puja@pcsuae.com

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Publisher Dominic De Sousa, COO Nadeem Hood, Managing Director Richard Judd, Sales Director Rajashree R Kumar, Editorial Director Dave Reeder Senior Editors Sathya Mira Ashok, Jeevan Thankappan, Arun Shankar Circulation Manager Rajeesh M, Production Manager James Tharian, Art Director Kamil Roxas, Designers Analou Balbero, Froilan Cosgafa IV, Glenn Roxas, Digital Services Manager Tristan Troy Magma

Web Developers Jerus King Bation, Erik Briones, Jefferson De Joya, Louie Alma, Jay Colina

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When service matters

A quarter century ago, Dubai-based Emirates Airlines was launched with a $10m investment, two-leased planes and a single destination. Last financial year, it posted a profit of $1.69b, served 111 destinations and was the world’s largest customer of the A380. It’s fair to say that coping with scale successfully has been one of the main components of its growth strategy. “For a long time, we grew on a fairly ad hoc basis,” explains Karen Bell-Wright, VP for retail and contact centres at Emirates Airlines. “We started a new route, opened a local sales office and local support, growing as the business in that territory grew.” However, longterm, that was not a strategy that could work on a global scale. “Now we have 57,000 employees worldwide - 165 nationalities - and service is central to our business.” What that means for Emirates is that its call centre business is not seen as a cost centre, but as a high profile element of its success. “That gives us pressure, but we do have full support at board level to make sure we can deliver.” As an example of the problem that

Bell-Wright and her team face is this: new routes means the roll-out of new aircraft, each of which requires a significant number of new crew members. “That’s the start - then we have to think about customer numbers and the support staff required, plus in-country support.” The speed of Emirates’ growth meant that the traditional cycle of upgrading regional and local call centres just made no sense any more. The airline opened one of the first call centres in the Middle East and grew that side of its business organically as new destination

after new destination was opened up. “The problem was,” recalls Bell-Wright, “that serving nearly 70 countries gives an accessibility problem. How does a global company stay close to its customers? That’s the dilemma. We also took a more holistic view of our business - a crisis like the tsunami in Japan or volcanic ash in Europe doesn’t just affect our customers in Japan or Europe, but globally as we’re a joined-up business that has to look at the globe as a whole.” And growth has been speeding up. Last year, Emirates opened up six new routes and,

by mid-2011, it has already announced another five for this year. “We needed a strategy that would allow us to grow globally but with a consistency and quality of service.” The answer? The so-called Global Connect project, developed in conjunction with Genesys and handled as a managed service project by BT. “The idea was simple: virtualise our call centre activity globally, by linking our five global regional centres (Dubai, Mumbai, Melbourne, Manchester and New York City). We will also be integrating Guangzhou into the project.” Emirates’

Emirates Airlines is a regional success story of global proportions. However, its continued success relies on being able to scale adequately across all continents, maintaining a consistent quality level and customer satisfaction. That’s why it has invested in upgrading its customer call centre.

“The problem was that serving nearly 70 countries gives an accessibility problem. How does a global company stay close to its customers? That’s the dilemma. We also took a more holistic view of our business - a crisis like the tsunami in Japan or volcanic ash in Europe doesn’t just affect our customers in Japan or Europe, but globally as we’re a joined-up business that has to look at the globe as a whole.“

Karen Bell-Wright, VP for retail and contact centres at Emirates Airlines

CASE STUDY

relationship with Genesys started with Skywards, the airline’s frequent flyer programme. Genesys applications allowed the call centre to easily handle the complexity of multiple time zones and allowing Bell-Wright and her team to work on quality issues across the group. “I won’t say we had problems but we

wanted all of our call centres operatives, no matter where they were based, to offer a consistency of service and so we devoted a lot of time to setting base-line standards and so on.” Although she recalls some managed services problems with the global roll-out of Global Connect, she is pleased “to have a relationship with a market leader like Genesys”. Now the global virtualised call centre is working well. “I’m not saying we’re perfect but we’re in a much better position to have customer knowledge, which is critical. A customer’s key concerns are simple and we have to address them: they want instant accessibility and they want the operator to know who they are. To deliver that, we needed to give our operators the best tools - knowledge management is critical.” Bell-Wright points to the importance of senior management buy-in on projects like this. “We’re lucky that service is seen as central to our business, but we have to work at it.” What has clearly worked is achieving the airline’s key objective: how to scale

without compromising customer service. “We’re a global 24/7 business where speed to market is critical,” Bell-Wright stresses. “When we enter new markets, we have to deliver the same level of service our customers expect throughout our business. The challenge is how do we do that, across multiple territories and in multiple languages. Of course, that means a very structured, detailed training programme to ensure that skills are aligned. We also fine tune what we do based on customer response - what are the hold times? How many times are customers transferred and so on?” And the result? “The outcome has been great. We have a more stable infrastructure. We have better performance management. And our operators have no excuse not to perform to our high standards, because they have every tool they need. Our job now is managing our people. What we’ve achieved is critical to Emirates going forward: we’ve matured our customer contact environment and tools in order to manage our business better.”

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• 1.8% is the average percentage of airline revenue spent on IT in 2010 • 56% of the respondents of the Airlines IT Trends survey expect an increase in spend in 2011 with only 10% expecting a decrease. • 37.9% will be the average ticket sales through direct airlines sales channels by 2013 • 70% of all airlines will have capability to sell tickets through mobile phones by 2013, as compared to 18% in 2010

Source: Airlines IT Trends Survey 2010

How CIOs spend their timeCIOs today spend a lot more time managing relationships than diving into technical work. In fact, non-technical work consumes 77% of CIOs’ time, according to new survey data from the Society for Information Management (SIM).

SIM polled CIOs around the US for its annual survey and came up with this breakdown of how CIOs spend their time:

Architecture: 6%Human resources: 7%IT governance: 9%Non-IT: 7%Operations: 12%Relationship management with business: 20%Relationship management with IT staff: 12%Relationship management with vendors: 7%Applications development: 5%Strategy: 15%Technical work - architecture, operations, and software development - 23%

The SIM survey also found IT budgets, salaries and staff turnover rates have returned to pre-recessionary levels.

Other key findings:

BI is the top tech investment in 2011, followed by cloud computing, ERP systems, mobile and wireless applications, and CRM

49% of CIOs surveyed report to the CFO and 32% report to the CEO

The average CIO has worked at the same company for 4.45 years.

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