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UC solutions provider Mitel is stepping up its efforts on this front and has introduced a new version of its Mitel Performance Analytics solution. New features include advanced network testing capabilities, expanded support for MiVoice Connect and feature integrations with its MiVoice MX-ONE business phone system offerings.
3/21/2019 9:45:33 AM
Quality assurance is one of the core duties of call center management. It's a fairly abstract concept, however, and many companies struggle to put it into practice. To do so, agents will need guidelines for improving customer support quality - including real procedures backed up by their desktop technology, and support and encouragement from managers to get there.
3/21/2019 9:31:54 AM
Call center managers are under pressure from all sides today. They've been asked to improve customer loyalty and the customer experience. They've also been asked to cut costs. The two tasks seem to work against one another. Is it possible to do both?
3/20/2019 6:06:49 PM
CaaS (Communications-as-a-Service) provider Voxbone announced the launch of its enterprise-grade communications platform, a solution crafted specifically to address the communications requirements of end users.
3/20/2019 4:11:28 PM
The award-wining NICE inContact CXone platform is now integrated with Salesforce in NICE inContact CXone Packages for Salesforce. The new offerings are integrated with the Salesforce Service Cloud, crafted for Salesforce customers and deliver a robust set of cloud native contact center applications.
3/20/2019 4:03:04 PM
Today's modern workplace looks very different from generations past. Gen Z is a workforce that's intimately familiar with navigating technology and has grown up with devices and innovations at their disposal. These new employees are entering the workforce comfortable with utilizing gadgets to complete tasks and are demanding solutions that drive productivity and convenience.
3/20/2019 3:12:36 PM
German data center provider TelemaxX Telekommunikation GmbH announced a recent deployment of Ciena's Packet Networking portfolio to aid in the delivery of Ethernet Business Services (EBS). TelemaxX will see the impact of the new implementation across its five data centers, as its legacy TDM solution was quickly running out of capacity.
3/20/2019 2:06:46 PM
VoIP Innovations has announced a new partnership with Thrio, a provider of artificial intelligence-powered solutions for the call center.
3/20/2019 10:50:53 AM
Since IPv4 is rapidly running out of addresses, people try to find an alternative for it. IPv6 is developing at a fast pace, taking the place of the latter one. Even though this development process already reached more than 10 years, the adoption rate in terms of IPv6 is still not positioned where it should. This happens because people don't know much about IPv6. This short article is meant to explain the benefits of using IPv6 addresses, as well as some tips on how to adopt IPv6 instead of IPv4. Even though the two are related and quite similar from several points of view, there are many differences that need to be pointed out beforehand.
3/20/2019 10:18:02 AM
TMC's CUSTOMER magazine announced NICE Performance Management (NPM) has garnered a 2018 Workforce optimization Award. NPM was able to separate from a crowded and competitive field with its personalization and performance enhancing capabilities.
3/19/2019 6:51:16 PM
Yealink, a global leading provider of unified communication and collaboration solutions, and one of most popular providers of Microsoft Teams technology, today announced they are working with Ribbon Communications to offer premium Teams services, available in more than 140 countries and regions including the US, UK and Australia.
3/19/2019 6:20:52 PM
Omnichannel contact center solution provider Noble Systems reports a growth in cloud revenue of 40 percent from 2017 to 2018. Showing off cloud capability for Enterprise Connect attendees, the Noble Conversations Analytics Now solution was named a finalist for Enterprise Connect's Best Application of Artificial Intelligence (AI) Category Award.
3/19/2019 6:10:39 PM
Less than two years after implementing a secure, real-time, programmable networking platform for the California Independent System Operator (Cal-ISO), Dispersive Networks announced another expansion of its presence in the region. Dispersive was selected by the Yuba Water Agency (YWA), which owns and operates the fifth-tallest dam in the U.S., to connect its renewable energy assets to the Cal-ISO system. YWA joins Humboldt Redwood Company and Greenleaf Power LLC as the third renewable energy generator to make the move to Dispersive's CI-SDN since the regional grid operator approved it as an option less than two years ago.
3/19/2019 5:00:49 PM
Today's world is powered by communications. Two leaders in the space, Plantronics and Polycom, announced they would merge in a $2B deal a year ago to put an even deeper focus on creating the type of collaboration experiences people demand. Now, they're stepping out as a new technology company complete with a new name, logo and focus.
3/19/2019 4:49:34 PM
Once upon a time, when it came to networks, customers were pretty much at the mercy of service providers, who determined what customers could get in terms of features, how they could use them and how they could organize their services. Few customers even thought to demand changes to create a more user-friendly network environment. Those days are over, according to Ciena's senior director of vertical and segment marketing Chip Redden.
3/19/2019 4:40:57 PM
Call recording, once the domain of the largest contact centers and perhaps government agencies, is one of those tools that nearly anyone can put in their toolbox thanks to today's call recording solutions, many of which are cloud-based and easy to use. Call recording can be used to train employees, to establish a baseline of the customer experience, to create new sales and marketing campaigns based on customer feedback and to boots collaboration among coworkers and partners working in geographically distributed offices. There are informal call recording apps for smartphones and robust dedicated call recording platforms for large enterprises, and solutions that fall everywhere in between the two.
3/19/2019 4:36:02 PM
Ribbon Communications announced as part of their presence at Enterprise Connect this week in Orlando, that Amazon is leveraging Ribbon's Session Border Controller to support its new Amazon Chime Voice Connector service.
3/19/2019 4:29:48 PM
All organisations have their unique corporate culture that helps it navigate the different organisational functions. Every aspect from decision making to innovation is influenced by corporate culture. This culture is developed and refined based on things like company vision and goals. It can even change with the use of technology and a big mover of current corporate culture is the introduction of the cloud.
3/19/2019 4:09:06 PM
In sports, as with Hollywood, television and everything else in culture, it's difficult to fully appreciate that we are witnessing a 'golden era'. Mainly it's because sports are delivered in bite-size chunks, meaning we reflect on individual results at the time, rather than a period as a whole. However, the current era in men's tennis has been described as a golden era, partly due to the fact we have had four of the greatest players in history - Roger Federer, Novak Djokovic, Rafael Nadal and Andy Murray - all competing at the top of their game. That period, however, is coming to an end for a variety of reasons.
3/19/2019 3:04:36 PM
?Internet drastically changed numerous spheres of our lives from education and to way the business is done nowadays. Its impact cannot even be properly assessed as we are completely aware of the fact that it disrupted almost everything in our daily routines. However, entrepreneurial activities are impacted even more given that the Internet also caused the emergence of big data.
3/19/2019 12:54:10 PM
In today's digital age, it's never been a better time to start up a tech business. However, as it's one of the most popular start-up industries, the competition you'll face when starting out is pretty tough. So, if you want to make sure your tech start-up thrives despite the competition, you're going to need to do a lot of planning prior to starting.
3/19/2019 12:46:24 PM
To ensure that even SMBs are afforded the benefit of 4K video conferencing, Lifesize, an innovator in the space, has just announced the release of two new conferencing systems for the market.
3/19/2019 11:41:35 AM
Blockchain came by as the technology underpinning Bitcoin. It then took a growth curve of its own and is now touted as the next disruptive tech after the internet. Everyone seems to try to fit Blockchain into something, understandably so! But back to the basics. When Satoshi Nakamoto created Bitcoin, the intention was to create a decentralized financial system that will in itself grant its users financial freedom. Seeing that the consensus around Blockchain (even by crypto haters) is that it can cause revolution in industries, how is 'financial freedom' fairing?
3/19/2019 11:32:57 AM
The growing prevalence of technology in the customer service industry has resulted in an increase in the number of businesses offering the option to communicate through digital channels. Interactive voice response, or IVR, is a technology used for the automation of frequently performed telephone transcriptions. IVR is a necessary step for any company looking to integrate technology into their customer service model.
3/19/2019 10:24:44 AM
Though every employee has different preferences, the majority of employees are starting to prefer conference calls over conventional meetings. While there are some limitations to conference calls, if you organize those meetings effectively and play to your employees' productivity, you can get more done more quickly by relying on conference calls.
3/19/2019 10:21:16 AM
We live in a new world of customer expectations, where data and analytics rule the day and companies that are able to more effectively turn customer data into actionable intelligence will have a decided competitive advantage. Customers understand they are sharing information with every digital interaction - and they are willing to exchange that data for a better and more personalized experience.
3/19/2019 10:08:16 AM
TMC, a global, integrated media company helping clients build communities in print, in person, and online, announced today the winners of the 2019 INTERNET TELEPHONY Product of the Year Award, presented by TMC and INTERNET TELEPHONY magazine.
3/19/2019 9:41:09 AM
TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today the winners of the 2019 CUSTOMER Products of the Year Award, presented by CUSTOMER magazine.
3/19/2019 9:33:19 AM
Samsung and Verizon are delivering tight integration between One Talk and Samsung's Galaxy S9 that further deliver on the promise of a completely untethered business communications leveraging the latest technological advances, like 5G wireless and artificial intelligence.
3/18/2019 6:02:46 PM
Nextiva announced a record four Stevie Awards edging out nearly 3,000 nominations from across the globe. Nextiva's two Gold Stevies were for the NextOS platform as a new CRM Suite for Enterprises and Innovation in Customer Service - Telecommunications Industries.
3/18/2019 5:59:05 PM
A century-old water main burst in NE Portland, flooding homes and businesses and causing power to but shut down for most of Saturday.
3/18/2019 5:31:50 PM
Using the Enterprise Connect stage, Nectar announced the arrival of Nectar 10, a solution aimed at delivering IT a robust set of tools capable of providing performance management, monitoring, diagnostics and reporting.
3/18/2019 5:27:39 PM
Unified Office unveiled an expansion to the Total Connect Now platform at Enterprise Connect. Visual Call Flow Builder is now included in the platform, offering resellers and customers the ability to build, design and manage call flows.
3/18/2019 4:44:26 PM
Last year, Canada officially legalized the use of marijuana for recreational purposes. It was a big win for all weed lovers in the country and all over the world. Canada became the second country to legalize marijuana after Uruguay pioneered the move entirely.
3/18/2019 3:13:35 PM
Did you know that the phone and the TV you own emits radiation? Every day of our lives, we are exposed to various forms of radiation. When you think of radiation what comes to mind? Radiation is defined as energy that travels through space or a medium, and is everywhere. The most common form of radiation that every individual is exposed to is sunshine. This is why you should bring some sunscreen when you are enjoying your day at the beach. Most of the time, the amount of radiation is too low to cause you harmful effects in your lifetime. However, radiation protection is important, and we will consider why.
3/18/2019 2:50:24 PM
Starting or owning a business is never easy. You must put your all into the company especially when it comes to giving the best customer experience to your target market. Today, there are many products on the market which can be used to improve your customer relations. However, the most popular tool which is used by corporations is CRM. If you have just heard about CRM, and questioning if it could be the tool to help you grow your business, you are reading the right article.
3/18/2019 2:45:22 PM
In today's competitive times, it's important to understand your market and prospective clients more than ever. And businesses have a responsibility to get detailed information through organized research and market informatics.
3/18/2019 2:40:36 PM
With the UK moving out of the EU in the coming months, many different areas will be affected by Brexit, like technology, medical care, trade and more. Brexit will change how the UK manages its relationship with the European Union in these and many other areas.
3/18/2019 2:36:23 PM
How safe are you on the roads? Each year, countless people lose their lives in car accidents. Vehicle accidents caused 40,100 deaths in the USA in 2017 recording a 1% decrease from 2016. While the reduction in casualties is a welcome change, there is still a lot to be done to make roads accident-free.
3/18/2019 2:33:35 PM
The advent of the sewing machine, in 1846, was a major trailblazer in the clothing industry, one which drastically changed the way society dressed. Technology and apparel have moved alongside each other for several decades. The introduction of factories and mass production paved the road for massive cultural movements.
3/18/2019 2:29:57 PM
In our hyperconnected world, where we live on our favorite apps, shop on our favorite websites, visit our doctors on web-based telehealth platforms, and collaborate with global teams using videoconferencing, screensharing, co-browsing and more, who wants to have to find and dial a phone number?
3/18/2019 2:05:24 PM
As the real time communications (RTC) industries continues to move applications to the cloud, Ribbon Communications revealed today in a press release that it continues to work with tier-one operators, including KPN (based in the Netherlands) by providing software that embeds digital communications into websites, apps and business processes.
3/18/2019 1:36:47 PM
128 Technology, which calls itself the Session Smart routing company, and Ribbon Communications, a global software company specializing in secure, intelligent cloud communications today announced a new integrated solution that combines 128 Technology's SD-WAN software with Ribbon's session border controller (SBC) technology.
3/18/2019 12:56:43 PM
Today, Ribbon Communications announced as part of their presence at Enterprise Connect this week in Orlando, that Amazon is leveraging their security solutions to support the call me feature now embedded into Chime, which connected users on their web browser-based productivity platform to the Public Switched Telephone Network (PSTN).
3/18/2019 12:52:22 PM
Kicking off a big week in Orlando at Enterprise Connect, Ribbon and Microsoft announced they've developed a fully software-based solution for connecting Teams users to the Public Switched Telephone Network (PSTN), making it possible to easily and securely join collaboration meetings from any phone in the world.
3/18/2019 12:44:17 PM
TMC today announced, the call for papers has opened for ITEXPO, held February 12-14, 2020 at the Greater Ft. Lauderdale/Broward Country Convention Center in Fort Lauderdale, Florida. Through its in-depth education, showcase of innovative solutions, robust exhibit floor and unique audience, ITEXPO has become the leading event for IT professionals, C-levels and business owners, developers, and the channel to gather and learn. Resellers, enterprises, service providers, media, manufacturers and developers come to ITEXPO to make their purchasing decisions and select new partners.
3/18/2019 12:24:33 PM
TMC today announced, the call for papers has opened for ITEXPO, held February 12-14, 2020 at the Greater Ft. Lauderdale/Broward Country Convention Center in Fort Lauderdale, Florida. Through its in-depth education, showcase of innovative solutions, robust exhibit floor and unique audience, ITEXPO has become the leading event for IT professionals, C-levels and business owners, developers, and the channel to gather and learn. Resellers, enterprises, service providers, media, manufacturers and developers come to ITEXPO to make their purchasing decisions and select new partners.
3/18/2019 12:18:33 PM
Voice services have for twenty-five years have been running over the Internet, sparked by the VoIP revolution in the 1990's. At the turn of the century, while a minority percentage of voice sessions were happening over the Internet, or at least IP networks, with the growth of switches connecting the PTSN to the Internet, success was inevitable.
3/18/2019 11:30:35 AM
New York State Government Boosts Cybersecurity
3/18/2019 11:14:28 AM
Phishing Was Likely Responsible For this $20M Bank Heist
3/15/2019 6:06:47 PM
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