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TMCnet.com 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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Analytics is one of the key competitive advantages that businesses now include in their arsenals, but many contact centers still don't use it properly.
5/22/2015 10:18:54 AM
Switch Communications Inc. is a startup company based in San Francisco that had a public launch at the beginning of this year. The company is focused on unified communications-as-a-service (UCaaS) and just about four months ago it made its cloud-based communications suite generally available. Since launching, the company released products such as Nosh, NoshList, Jotly, and UberConference, which allows you set up and host conference calls from your smartphone.
5/22/2015 10:17:50 AM
Leadership does so much good for the contact center, and while that might seem like an obvious statement, the how and when to lead is not always a clear path. We know that effective leadership directly impacts retention and engagement of agents. As a contact center leader, you have the greatest impact on how your employees will engage with their work.
5/22/2015 10:15:33 AM
Higher education seems to have gotten wise to the benefits of using the latest technology to make their call center efforts more productive.
5/22/2015 10:10:00 AM
Customer relationship management, once a daunting new trend, is now at the heart of every sales organization's sales enablement program. The earliest iterations of the technology were giant, premise-based, inflexible, expensive and unwieldy. For this reason, they had poor usage by sales teams, who didn't want to learn a new technology, didn't feel it was right for their sales methods, or simply found that the software didn't work when they needed it. It could only be used in-house, so it was of little use to sales personnel who were traveling. Today, everything is different.
5/22/2015 10:04:31 AM
New research says the service provider VoIP and IP multimedia subsystem (IMS) equipment market hit $1.3 billion worldwide in the first quarter of 2015, a 29 percent increase from the same period a year ago.
5/22/2015 9:30:00 AM
Recent studies found that nearly 75 percent of current employees surveyed said they were open to or actively looking for new job opportunities. What can be done to halt that?
5/22/2015 9:27:19 AM
This latest news comes courtesy of a Twitter user named @h0x0d. This week, the user discovered a Microsoft Confidential download page that contains a (secret?) app for iPhone that will enable email-based conversation as an adjunct to Outlook.
5/22/2015 9:26:17 AM
Contact center customer experience software provider Genesys recently announced that it has, for the seventh year in a row, ranked the highest among its competitors for completeness of vision in the Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide report.
5/22/2015 9:18:18 AM
Cloud-based social customer service company Conversocial has joined forces with social media monitoring tool provider Synthesio to offer customers a more complete solution.
5/22/2015 9:13:49 AM
Microsoft recently expanded its Power BI effort with the acquisition of Datazen Software Inc. As discussed in a blog last month by Kamal Hathi of Microsoft, the addition of the new assets will help companies more easily gain insight from their data to improve their businesses.
5/22/2015 9:11:27 AM
Twitter is not even a decade old and it's already closing in on phone and email as one of the primary channels for customer support. Not only does failure to offer support on Twitter often lead to unhappy customers, but according to Gartner your business may encounter up to a 15 percent increase in churn. Most companies recognize the need to make Twitter part of their service strategy, but they aren't always sure how to get started or the best ways to make customers happy. Here are seven steps from the team at Desk.com for building a Twitter support strategy that really works.
5/22/2015 9:11:24 AM
By utilizing cloud contact center solutions, higher education can keep pace with the technological savviness of their constituents.
5/22/2015 9:09:00 AM
One area where considerable value is possible is in healthcare. Traditionally speaking, we would make a physical appointment with our doctor if we had a medical problem. Those living in rural settings would do the same, although travel time may be involved to get to the right specialist or even the primary care provider. So why not stay the course? With advancements in technology and access to real-time communications through video, why settle for the way things have always been when it comes to healthcare?
5/22/2015 9:08:08 AM
Sales has never been an easy job for the faint of heart, and keeping up with new technologies is part and parcel of the job.
5/22/2015 9:06:26 AM
Tone Software, the company behind ReliaTel VoIP and UC solution, recently gave an interview to Telecom Reseller on the impact of Skype for Business and beyond.
5/22/2015 8:59:16 AM
While there definitely are some use cases for WhatsApp, in most cases it is not a phone replacement, however. We have some reasons why.
5/22/2015 8:53:46 AM
Employee engagement is a complex topic. Achieving it requires a delicate balance of employee pay and perks, managers' attitudes, work environment, schedule flexibility and interpersonal interactions.
5/22/2015 6:00:00 AM
While the Telephone Consumer Protection Act (TCPA) has been around since 1991, the FCC is heading back to the drawing board to consider loosening some of the grip that has held back telemarketing calls since its inception.
5/22/2015 6:00:00 AM
The results are in from BenchmarkPortal's annual Top 100 Call Center Contest and once again Florida Power & Light (FPL) finds itself among the leaders. For the third straight year, the utility company was ranked among the top three call centers in the Large Center (250+ agents) category.
5/22/2015 6:00:00 AM
Cloud-based analytics, collaboration, and security provider NetFortris is leveraging components of GENBAND's Smart Office that enable the company to offer its customers a wide array of capabilities from their Android and Apple mobile devices.
5/22/2015 6:00:00 AM
MasterCard's new payment service will make sending money between individuals almost as fast and easy as if they were in the same room handing dollar bills between one another.
5/22/2015 6:00:00 AM
Collegiate contact centers are most often small groups staffed by representatives who have a wide range of tasks and responsibilities in addition to answering the phone. Utilizing the cloud can help.
5/21/2015 5:15:00 PM
The rise of voice over Internet protocol (VoIP) service has opened up a great many opportunities for new business to rise, and session initiation protocol (SIP) trunking has been often seen right alongside it. To that end, it's not much surprise that TalkTalk Business made a new acquisition in tIPicall, a company that specializes in SIP network provision.
5/21/2015 4:41:18 PM
Tableau Online is an enterprise-grade cloud business intelligence solution designed to simplify rapid-fire analytics in the cloud for large and small businesses, not-for-profit groups, and institutions of learning. In addition to faster performance, the upgrade to version 9.0 will include additional live database connection support, single sign-on support and new features for achieving better results with the data in the cloud.
5/21/2015 4:22:23 PM
TrueConf has announced that it has developed support for RTSP (Real Time Streaming Protocol) source on its video conferencing server.
5/21/2015 4:16:12 PM
According to a recent blog, the cloud is now fulfilling a bigger role in schools' efforts to get financial support from alumni.
5/21/2015 4:05:00 PM
The latest invention for the Web from the Google research team comes with the goal of data transmission in the form of audio signals. Basically, computers will literally be able to speak to one another as humans do.
5/21/2015 3:58:06 PM
Varonis Systems has announced beta availability of its cloud compatibility with Microsoft Office 365. The new system will allow companies to use hybrid environments with human-generated, unstructured data while still maintaining security.
5/21/2015 3:29:46 PM
It's hard to overestimate the value of being able to keep in touch with family and friends, especially when work calls one away for any given length of time. Those who routinely travel for business are already intimately aware of this. There's even a business case for such connections as well; those distracted by family concerns while away working are likely to not do near so well as could have been done had there been no such concerns on hand. Allowing for easier contact on the home front can improve productivity while away, with those pesky concerns about the family's welfare no longer an issue. Adding fring, meanwhile, only made the picture better.
5/21/2015 3:23:36 PM
Telco Systems, a provider of SDN, NFV, Carrier Ethernet and MPLS edge networking, has announced a tier-1 carrier in the Asia-Pacific region has chosen the company to migrate to Carrier Ethernet 2.0.
5/21/2015 3:17:20 PM
As more enterprises strive to enhance flexibility, outsourcing providers in Latin America have a lot to offer corporations-but so do competitors elsewhere in the world. Many of the 26 countries comprising Central and South America continue to lag in technological advancements and recent data breaches in call centers located in Mexico and Colombia doesn't help the situation.
5/21/2015 3:15:27 PM
Home construction has seen better days, by many reports. But as retailers up and down the spectrum have often discovered, sometimes all it takes to get a customer to buy, regardless of economics, is to make a great experience take place. Clayton Homes is turning to Verint Systems for a line of actionable intelligence solutions to help drive that customer experience and make for, hopefully, better sales in the process.
5/21/2015 3:04:05 PM
Academia has gotten wise to the benefits of using the latest technology to make their call center efforts even more productive.
5/21/2015 3:01:00 PM
Companies that provide customer experience (CX) services are able to decipher the content and context in which consumers are interacting in this complex and multi-channel digital environment. Two of the more innovative companies in this field, Tahzoo and HintTech have come together-with the former acquiring the latter-to increase its combined portfolio of services and technology in CX and digital marketing.
5/21/2015 2:56:37 PM
Twilio has launched a $50 million development investment fund, focused on attracting new developers and businesses to build on its platform, while giving existing developers resources to do more.
5/21/2015 2:50:47 PM
When it comes to malware and other types of computer bugs it seems like we are falling into a problematic pattern: it consists of researchers or ethical hackers exposing the existence of a software vulnerability-which the headlines first scream is a harbinger of online Armageddon. What then follows are explanations by true security professionals suggesting that, while problems exist, the nature of the threats are over-blown.
5/21/2015 2:37:38 PM
All of these situations have some influence on turnover but they are based on the misguided premise that if people are leaving our organization, there must be something wrong with us. Wrong. There is a far better approach than trying to understand why people are leaving. I'm going to tell you what that is but you are going to have to read the rest of this article to get the solution.
5/21/2015 2:30:58 PM
New features support more proactive and personalized steps in the customer journey with updated campaign management in inContact's latest offering.
5/21/2015 2:25:30 PM
Fuze, a cloud videoconferencing provider, has announced that it has acquired online workspace company LiveMinutes.
5/21/2015 2:05:28 PM
Crazy work schedules and crazier customers can take a toll on all workers, but especially those who work in contact centers. It's normally considered a high-stress job, but if you factor in a feeling that management doesn't really care, you're setting up a recipe for disaster.
5/21/2015 2:01:17 PM
Thanks to the adoption of Voice over LTE (VoLTE) and VoWi-Fi (Voice over Wi-Fi) services, the carrier IP telephony market is moving to a software-centric investment model, as operators look to virtualize their infrastructure for more agile service response.
5/21/2015 1:57:44 PM
A new report from CBS San Francisco shows that one helium balloon can mean one big blackout in the wrong conditions.
5/21/2015 1:49:30 PM
When it comes to business process outsourcing (BPO) while many parts of the world are gaining traction as places to locate facilities, India and the Philippines because of their large English-speaking talent pools remain the dominant BPO places to operate. This is particularly true for companies whose majority of customers require support in English.
5/21/2015 1:47:41 PM
inContact has just announced its first 2015 release of new cloud contact center software.
5/21/2015 1:21:35 PM
Retail has been something of a disaster on many fronts lately. Data breaches make customers a little less willing to shop, and customers' desire to save money in uncertain conditions has had a similar effect. That puts a lot of extra pressure on retailers to improve performance, and solutions like those offered by Epicor Software Corporation are looking to help drive those improvements.
5/21/2015 12:58:18 PM
In recognition of the value-added of CRM integration with contact center capabilities, enterprise and contact center application integration software specialists AMC Technology has announced it has telephony enabled Microsoft CRM 2013 and 2015 through its Contact Canvas platform. The AMC platform allows customers to integrate business apps and communications across the enterprise, from contact center agents to knowledge workers and mobile staff.
5/21/2015 12:51:26 PM
It's been one of the most talked-about technologies in recent years, and if you think it's been growing, you've been right.
5/21/2015 12:45:23 PM
Round numbers have a greater impact than odd ones. We feel their impact a little more, such that when something hits one million, it seems more impressive than hitting, say, 973,284. Relayware discovered this recently, as it cleared its one millionth channel partner on its Partner Cloud system.
5/21/2015 12:43:04 PM
With its latest release, inContact is building on its framework and support of contact centers as the vital link for managing the customer journey.
5/21/2015 12:40:50 PM
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