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TMCNET eNEWSLETTER SIGNUP publishes original, technology-oriented articles and columns written by industry experts and TMC's own editors.

Articles and columns are listed chronologically as they were published, with the most recent features first. You can view TMC's columnist archive, which indexes columns by author.

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IZotope announced recently that it had made three key appointments to managerial positions within the company. These are new positions that became necessary because of rapid growth in operations.
3/27/2015 5:55:06 PM
Doing more with less is a long-held principle of business, and phone service isn't any difference. Indeed, businesses are turning to voice over Internet protocol (VoIP) service to get more service out of the same amount of cash spent monthly, or even less, and discovering that VoIP has a lot to offer. That's where Canadian firm bluArc comes in, and adds a new offer to its already extensive lineup: business VoIP service.
3/27/2015 5:51:35 PM
The Industrial Internet Consortium (IIC), an organization formed to accelerate the development, adoption and wide-spread use of IoT-ready machines and devices, announced March 26 that it will create the Communication and Control Testbed for Microgrid Applications, which will seek to use real-time analytics and control to increase efficiencies in generating power accurately and reliably to match demand.
3/27/2015 5:42:18 PM
The National Joint Powers Alliance (NJPA) struck a deal with Mitel this week that will allow Telenet VoIP Inc. to offer Mitel solutions to NJPA members. The NJPA gains a certified sales agent, and the Mitel portfolio is nothing to shake a stick at.
3/27/2015 4:49:38 PM
A consortium of Michigan brands on March 27 announced that they will band together as the Seamless Coalition, dedicated to providing resources to IoT startups that are accepted into its 12-week Seamless Accelerator program. The brands are: Start Garden, Amway, Steelcase, Meijer, Spectrum Health, Priority Health and Faurecia.
3/27/2015 4:45:48 PM
CAD Windows apps can now be moved to the cloud thanks to Menlo Park, California-based startup Frame (formerly MainFrame2). This represents what is likely to become a sea-change for CAD.
3/27/2015 4:43:46 PM
Extended stay hotel chain Value Place is looking for a new home for its headquarters in Wichita, Kansas.
3/27/2015 4:23:07 PM
IT operations managers are cringing all around the world - desperately avoiding those inevitable words from their executive management, you need to support enterprise mobility. The concerns are understandable. After all, IT administrators are already over-taxed with supporting desktop, server, application, and infrastructure management requirements. Asking them to layer a whole new management discipline on top of that can be a daunting prospect. IT managers finding themselves in this predicament often recognize it as an opportunity to practice the fine art of procrastination. Particularly skilled procrastinators will employ one or more of the following excuses:
3/27/2015 4:14:02 PM
Are you tired of wasting those six to eight hours you spend sleeping, getting no analytics on yourself? Well, Luna is here to help. Luna has created a mattress cover that will turn your dumb, old bed into a smart, connected bed, designed to make plain old sleeping a better, more restful and more intelligent experience.
3/27/2015 3:56:45 PM
Transcosmos announced earlier this week that it had opened its second call center in Bangkok, Thailand. The new center joins a list of companies the Tokyo-based company has in Southeast Asia. Indonesia, Vietnam, the Philippines and Malaysia are also sites of Transcosmos offices.
3/27/2015 3:53:42 PM
NewSpring Capital, a group of private equity funds, recently announced that its control buyout strategy, NewSpring Holdings, has completed the first step in its strategy for long-term growth by acquiring telecom service provider X5 Solutions.
3/27/2015 3:40:58 PM
Many colleges and universities rely heavily on private and government investment to help offer students the resources they need to learn. But as faculty, staff and students at University of New England (UNE) in Australia know all too well, this model has an ebb and flow, and when the fiscal tide recedes, it pulls new technologies out of reach.
3/27/2015 3:33:56 PM
For a show like Mobile World Congress (MWC), technologies are undoubtedly out on full display - from network infrastructure gear to devices, and from software to applications. You expect to see a lot of gadgets at a mobile technology show, and vendors come out in full force, year after year, to show off their latest shiny innovations.
3/27/2015 3:29:05 PM
Voice over IP (VoIP) has matured enough so that it is a reliable replacement for landlines and in-house PBX systems. Today, VoIP offers businesses of any size more flexibility and functionality while at the same time offering cost savings. Today we live in a world where unification is the key factor. When it comes to communications, a unified communications platform ties everything you need into a package that is easy to use, easy to maintain and extremely reliable.
3/27/2015 3:18:57 PM
Avotus Corporation has achieved a milestone in the unified communications (UC) realm, successfully reaching compatibility certification with the Cisco Unified Communications Manager, 10.5. The company's Intelligent Communications Management - Usage Management Enhanced Reporting software has been certified with Cisco as part of Avotus' participation in Cisco's Solution Partner Program.
3/27/2015 2:53:35 PM
For call center management, a disparity in channels used could be the downfall of the customer service division.
3/27/2015 2:51:00 PM
Internet for the billions of underserved around the globe continues to get closer to reality. The latest is Facebook's plan to trial a version of its solar-powered drones this summer.
3/27/2015 2:39:41 PM
A recent study found a consistent lack of real-time information driving contact center processes and decisions.
3/27/2015 2:22:00 PM
Cloud office platform provider BetterCloud has received a $25 million financing infusion to help drive its mission of assisting businesses as they migrate to the cloud. The company, which specializes in automated management, insights and intelligent data security solutions for cloud office platforms, will use the funding round to accelerate development and expand integration with cloud office applications.
3/27/2015 2:20:34 PM
ScanSource, a distributor of communications products and services, has announced that it is now an official distributor of Mitel's product range in North America.
3/27/2015 2:13:51 PM
Call center customer expectations are on the rise, and one of the biggest such explanations was that customers could take control of the process, and ultimately drive the nature of interactions.
3/27/2015 1:50:00 PM
A new program for integrating sound-sensitive smart sensors into M2M systems has hit the market in the U.K. from Audio Analytic, a Cambridge, England-based intelligent audio provider, designed to help telecoms operators address the growing connected home market.
3/27/2015 1:47:22 PM
As everyone knows, call quality and security issues can seriously hinder corporate productivity. There isn't a single person in corporate America that hasn't been on a call or conference bridge that had to be terminated or interrupted because there was too much static, jitter and/or echo to effectively communicate, or the connection was not secure.
3/27/2015 1:41:10 PM
The call center is not what it was 10 or even five years ago, as the customer experience gains focus the tools and way in which these hubs of customer service function has evolved to leveraging big data, analytics, voice etc. to provide the most satisfying and contextual customer experience possible.
3/27/2015 1:34:12 PM
Centec Networks has come out with a new version of its GoldenGate switching chip that it says addresses software-defined networking and offers 20 percent lower power consumption in a small footprint at half the cost of the dominant alternative silicon.
3/27/2015 1:25:21 PM
Two terms running rampant in the enterprise today are mobility and unified communications (UC). The enterprise is smitten with mobility and the new found freedom it provides, while UC offerings grow in functionality provide professionals with the needed array of tools for collaboration and communication.
3/27/2015 1:20:11 PM
Recent call center research shows efficiency-based metrics inform overall business operations, while customer satisfaction-based metrics inform customer retention.
3/27/2015 1:14:55 PM
Sparkcentral recently announced a new version of its customer engagement platform. The Spring '15 product release will provide topic-based team routing, social workforce management integrations and agent role configuration.
3/27/2015 1:07:14 PM
The call center is the frontline for customer service; no matter what the customer query two things are integral to be a successful call center: response and resolution time. Fix the problem, and do so in as quick and painless a manner as possible. To take this notion from idea to real-world results, Kodak Alaris announced the Kodak Info Insight Platform.
3/27/2015 1:01:19 PM
One of the more interesting challenges in a world where enhancing the customer experience is now at the top of C-level lists everywhere is how to analyze and optimize those experience to drive financial results. For over 45 years, Westlake Village, California-based J.D. Power has specialized in helping organizations better understand the voice of the customer, and they have just introduced something that is sure to capture executive attention.
3/27/2015 12:52:27 PM
A few months ago, I became re-acquainted with a former business colleague and friend, in town on a business trip. I had always enjoyed his company and was glad he accepted my invitation to spend the night at my house. But, to be totally honest, I knew he'd moved up the corporate ladder with a large call center with multiple locations and would be an excellent source of business leads for my own company, Snowfly.
3/27/2015 12:41:27 PM
Amazon has proven to be a strange company for quite some time now. It makes huge amounts of revenue, but tends to re-invest that revenue almost as fast as it comes in toward different development projections. While this has left investors concerned, there's little doubt that the company has made a lot of moves lately, the kind that could ultimately prove to be very profitable down the line. One of the biggest moves made in recent months is Amazon's increasing push toward cloud services.
3/27/2015 12:36:57 PM
In a bid to help customers speed up and simplify development of mobile applications, Synacor has announced a new Cloud ID Software Development Kit (SDK). The solution also aims to help developers improve the mobile consumer login experience for their customers while offering high levels of authentication.
3/27/2015 12:23:08 PM
The value of customer service in an organization is hard to underestimate. A large part of the overall customer experience, and a major determining factor in customers' decisions to become repeat customers, customer service offers a lot of help to users. So when zipLogix announced that it was planning to expand its customer service operations, it made it clear to anyone watching that zipLogix understood this point and was prepared to capitalize on it.
3/27/2015 12:20:53 PM
So often in looking at various capabilities, we overlook research at the component level that could end up being a game changer. While this applies to every aspect of ICT, in the area of telecom signaling, specifically in the mobile arena for improving things like signal performance, researchers are busy working on something worth keeping an eye on. That area is graphene and the potential exploitation of its unusual properties.
3/27/2015 12:11:44 PM
Video managed services provider Yorktel is marking its 30th anniversary this year-and is looking to fresh growth targets as it heads further into the cloud service era, especially in healthcare and financial services.
3/27/2015 11:57:34 AM
In recent years, the appearance of mobile applications has been slowly shifting away from the ornamentation of skeuomorphic user interface (UI) toward more elementary, flat UI elements. The resurgence of flat design, due in large part to evolving principles that focus on simplicity and utility, is an attempt to remove the ever-increasing and unnecessary embellishments from applications that impede functionality. And while companies like Microsoft and Apple are leading the charge, redesigning their interfaces to return to a more user-centered experience, it doesn't necessarily mean UI will ultimately become two dimensional.
3/27/2015 11:51:02 AM
While the mobile platform gets bigger by the day, there are still plenty of companies that are struggling to take full advantage of the market. United States retailers are among those trying to find their footing. These companies are feeling the push because they know they must act quickly in order to take advantage of the ability to deliver a seamless retail experience to customers.
3/27/2015 11:31:04 AM
As expected, the VoIP industry is growing. What was not expected was how FAST it's all happening.
3/27/2015 11:11:00 AM
In the world of call center services, teams generally exist to answer questions, solve problems and preserve the relationship with the customer. If they're in place to reach out to customers, they're likely in an outbound campaign where relevance to the campaign has already been identified. Unfortunately, this concept isn't in use as much as it could be as companies are often afraid of reaching out to the customer too much and hurting opportunities for additional business.
3/27/2015 10:34:32 AM
Having continuous access to corporate data is critical for any business, as even a short interruption can cause significant financial loss. There are plenty of threats businesses face when it comes to ensuring that systems and data can be recovered in the event of a disaster, natural or not.
3/27/2015 10:27:58 AM
The IoT is slowly seeing a rise in open source initiatives, and the movement got a big booth with this week's announcement from Panasonic that it would release its M2M platform code for free to developers. In that spirit, many developers are looking to Linux OS-based solutions. Well, now Gumstix, a provider of Linux computers-on-module (COMs), has released Overo STORM-Y COMs, which integrates the Texas Instruments (TI) WiLink 8 combo connectivity module. Combined, the two enhance M2M communications to provide 802.11b/g/n wifi with access point mode and available Bluetooth 4.1 with BLE.
3/27/2015 10:01:22 AM
The windy city seems to be dead-set on being the U.S. home of the IoT, passing legislation, establishing commissions and encouraging tech investors and companies to make the city their home for IoT innovation. In the latest news, the Illinois Technology Association (ITA) announced on March 25 that it has established an ITA Internet of Things Council, with a goal of making Chicago and the Midwest an epicenter of IoT.
3/27/2015 9:57:26 AM
Outbound calling as a sales tool is anything but an easy task. Thanks to rules and regulations today, businesses are often limited regarding who they can call.
3/27/2015 9:54:21 AM
BroadSoft, provider of software and services that enable mobile, fixed-line and cable service providers to offer unified communications over their IP networks, was recognized for its BroadWorks WebRTC Server with the 2015 WebRTC Product of the Year Award by TMC.
3/27/2015 9:53:30 AM
The Dodd Frank, Basel, SOX, GLBA, FISMA, and PCI as well as the NIST standards and COBIT compliance framework have to be followed to the letter unless companies want the wrath of regulators and the heavy fines they levy descending upon them. Even though making sure an organization is compliant can be challenging, there are many technologies that simplify the process. One of these is recording conversations between companies and their customers, which is what NICE Systems has done with the industry's first integrated speech quality check in real time for every recorded call.
3/27/2015 9:45:25 AM
Birch Communications, a leading provider of communications, network and cloud services for companies that range from small, mid-sized and enterprise businesses has announced it is investing in additional management and order processing staff. The company has also said it is bringing new system enhancements for its Service Delivery operations. This new investment is geared toward continuing to focus on the customer experience from the first order entry, until order completion.
3/27/2015 9:38:49 AM
Video conferencing vendor Polycom is bringing an over-the-top (OTT) angle into its traditionally less cloud-oriented portfolio, with a video collaboration strategy purpose-built for the just-announced Skype for Business revamp.
3/27/2015 9:34:35 AM
When talking about call centers the world over, one thing is almost universal. Call center customer service is the most important aspect of the business. This is one of the reasons why a call center that serves as a Veterans Crisis Line in Canadadaigua, New York has announced its expansion. This particular call center was at the center of an HBO documentary that focused on the trials and tribulations of a call center that is trying to get veterans to avoid suicide.
3/27/2015 9:23:44 AM
How emerging technologies, increased use of data and changing consumer expectations are driving a skills gap in loyalty marketing.
3/27/2015 9:18:20 AM
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