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~ C. Northcote Parkinson (July 30, 1909 - March 09, 1993)
One of the goals of our research on software quality and security is to define a baseline so that people can measure software reliability in both open source and proprietary software projects. No technology can find all bugs in software, but we have collected a critical mass of data through an automated and repeatable analysis framework to show how software quality can be concretely assessed, compared, and ultimately improved.
For low-priced, commodity-type products, automation is the most realistic venue as profit margins dictate that companies deploy LTC (lowest total cost of ownership) options, which are typically voice-automated, Web self-service, or offshore. For higher-priced products or consultative services such as furniture or retail financial services, the right balance between automation and live agent becomes more complex.
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