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At some point, we must run out of telephone numbers. The 10-digit system we currently use, of area code and seven-digit number, must inevitably stop producing number combinations just shy of the 10 billion mark, though we've likely got quite some way to go before we reach that point. With the growth of cloud-based systems, like cloud-based contact centers, the ceiling starts looking just a bit more inevitable. That's less of a problem for NewVoiceMedia, who recently started working with Voxbone to supply direct inward dialing (DID) numbers to allow for a fully global reach.
8/30/2016 10:23:36 AM
Establishing success in the contact center is a challenging task. Some leaders may expect that success comes from the feedback received from customers; others may point to a low cost of operations; still others may suggest that the ability to resolve customer issues quickly is the only way to measure success. If you ask the customer base, however, they may point to first call resolution.
8/30/2016 9:55:35 AM
Instead, the wave of the future is in communities. Customers aren't really looking for call center management to assign an agent so they can complain - they just want answers. Think about the way customers behave today. If they have a question, they take it to Google to look for an answer. If the customer service department can't operate the same way, customers will look elsewhere.
8/30/2016 9:46:48 AM
When it comes to cutting-edge technology, this summer's Olympic Games didn't fail to impress. The weird - and really wonderful - tech advancements and gadgets make you realize how many ways technology has changed sports over the years. As athletes pushed the boundaries of what's possible, viewers were able to see the action closer than ever before.
8/30/2016 9:45:55 AM
Traditional communications solutions were heavily reliant on on-premises hardware deployments and the capital expenditure it entailed. But in today's environment, the expenditure has migrated to operations as the growing trend of mobility and Unified Communication as a Service (UCaaS) becomes the norm. The new Research and Markets report has revealed just as much as it foresees the market growing to $28.69 billion by 2021 from the $17.35 billion of 2016, a compound annual growth rate (CAGR) of 10.6 percent.
8/30/2016 9:20:36 AM
The Enron case in 2001 and the financial crisis of 2007/08 led to the enactment of some strong regulatory compliances for the financial industry, both in the U.S. and abroad. These compliances are fluid, meaning they change as new technologies and violations come to light. It is therefore incumbent on the companies operating in the financial industry to always be aware of the new rules. The new strategic partnership between TeleWare and Linx Networks has been formed in part in response to the compliance challenges.
8/30/2016 9:14:12 AM
Today, companies are finding that business as usual just doesn't work anymore. Customers are now in the driver's seat, and they are the ones building the support infrastructure. Competitors are a click or log-in away, and customer loyalty is lower than it ever has been. Yet many companies continue to blithely put substandard customer experiences out there and say to customers take it or leave it.
8/30/2016 8:41:03 AM
It's a given that engaged employees are better employees. In the contact center, customer engagement is impossible without employee engagement. Sounds like an easy prospect, but…how do you engage your employees? You can't buy employee engagement in a box or order your employees to become more engaged. You can't hire the most positive people on the planet and expect them to stay that way during the daily grind of a job…not without a lot of help.
8/30/2016 8:37:15 AM
The concept of productivity and optimization can often elude even the best managers in customer service. The failure is not so much in a lack of understanding, but rather a lack of the right tools to drive workforce management. When upper management doesn't understand the importance of this concept and what it means for the bottom line, it's harder to meet strategic initiatives.
8/30/2016 8:31:08 AM
The biggest impact you can make in the call center environment is to improve processes, streamline communications, invest in technology, leverage 3rd party remote call monitoring or any of the above. The biggest impact really depends on the company and the industry, but there is something you can do today to truly see improvements in the way you do business.
8/30/2016 8:26:21 AM
Summer is starting to wind down. Kids are going back to school, temperatures are trying to break and fall clothing is filling every retail window in town. Still, Labor Day hasn't arrived and the temptation to hold on to those last few days of warm weather and late nights on the deck may be spilling over into the work day.
8/30/2016 8:20:28 AM
The account receivables of a company have to be managed accurately to ensure the long term operational success of the organization. If the funds are not collected in a timely manner, it can result in financial hardships that limit growth and make it difficult to capitalize on new opportunities as they come along. The new partnership between TCN and InterProse Corporation is going to bring together two solutions from both companies to increase the recovery rates of account receivables, while streamlining the management of payments with accurate reporting.
8/30/2016 8:14:43 AM
In order to achieve steady growth, a company must have the right strategies in place along with a workforce that believes in the system. This includes having the flexibility to quickly adjust to market conditions by adopting the necessary technologies and disposing outdated or legacy systems that might hinder the progress. As a premier wholesale VoIP carrier, VoIP Innovations has been growing steadily since it was established in 2007, becoming one of the key players in the VoIP industry. This has resulted in the company appearing on the Inc. 5000 List for the fifth consecutive year.
8/30/2016 8:03:57 AM
Way back in the grim, dark days of 2008, when as a Jibjab video put it, we spent the kitchen sink to pull back from the brink, businesses were interested in cutting costs where possible. For a lot of businesses, conferencing systems seemed like the way to go. For those who wonder if that trend continued, or was replaced by new technologies, Research and Markets recently released a new report spelling out what's going on in the field and will be for the next few years.
8/30/2016 8:00:00 AM
Fusion leverages its Channel Sales Managers to aid partners with account management and onboarding new clients, but it doesn't end there. Its dedicated Partner Support Team, Sales Engineers and Implementation Coordinators are there every step of the way to ensure each deployment results in happy, productive and prosperous end users.
8/30/2016 7:53:35 AM
The topseos.com team each month selects a winner in this space, which includes thousands of agencies. The top contenders are identified via analysis and benchmarking of their core services. That includes evaluations of customer referrals, performance based on specific vertical parameters, and outcomes in various market and industry research projects.
8/29/2016 6:30:33 PM
In a market where omni-channel customer engagement is the gold standard, it's a challenge to truly reach the pinnacle in the customer experience. But do companies truly understand what that means?
8/29/2016 6:13:38 PM
How do you best compete with other companies in your market? Do you have a better product? Chances are your marketing material suggests that you do, but to the consumer, it's likely they can be easily satisfied with competing products. Do you have better pricing? If yours is like most companies, you sometimes win and sometimes lose when it comes to cost. The best method, according to some, is to stand apart in your customer service.
8/29/2016 6:07:28 PM
Supplement - Sponsored by Telit
8/29/2016 6:02:33 PM
Vint Cerf made a point a number of years ago that the term internet telephony was doomed to die like the phrase horseless carriage.
8/29/2016 5:48:01 PM
If IoT is so great, why isn't my life perfect already? The last time I checked, my toaster was burning my bread the same as it was 25 years ago. While I drive a Tesla, I don't have in-depth analytics about my electricity consumption. And despite a Nest, my house is still too hot at night.
8/29/2016 5:45:42 PM
For the longest time now, fashion consulting has been specific to the wealthy and celebrities.
8/29/2016 5:41:27 PM
The Internet of Things has arrived, and developers are tasked with building working applications and connecting them to the cloud to deliver valuable business data.
8/29/2016 5:36:36 PM
How innovative value-based pricing can accelerate the Internet of Things
8/29/2016 5:24:35 PM
Currently people are replacing their laptop computers about once every five years, and for those reaching that five-year due date, the next couple of months will be a festival of ever thinner designs and richer capabilities. The kinds of things you'll be seeing are more OLED displays, more 4K resolutions, even thinner designs and some really creative configurations. Not to mention performance has increased dramatically over the last five years, giving you anywhere from 2x to 8x the speeds you are used to, depending on what it is you do.
8/29/2016 5:06:50 PM
I have a distrust of mergers and acquisitions. It comes from my years buying communications equipment, where companies were bought and the products I understood became discontinued or upgraded into something that lost the feature set I needed.
8/29/2016 5:05:38 PM
Agriculture, building automation, health care, and (especially) transportation are the hottest areas of investment related to the Internet of Things, says Homaira Akbari, who presented a talk about IoT investment and growth at July's IoT Evolution Expo in Las Vegas.
8/29/2016 5:03:20 PM
Depending on your perspective, artificial intelligence (AI) is either incredibly cool or terrifying. AI is a term referring to information systems that are inspired by biological systems. They cover multiple technologies including machine learning, deep learning, computer vision, natural language processing (NLP), machine reasoning and strong AI. AI is often used to make human lives easier by having a transformative effect on consumer, enterprise and government markets around the world.
8/29/2016 4:56:39 PM
A one-stop shop...it's the notion that's captured imaginations for decades. Everything a shopper could need contained in one store is a somewhat romantic notion, but it's also been one that succeeds from Walmart to Amazon. Now, marketers have a one-stop shop of their own, and it's found at BrandLamp's new online marketplace.
8/29/2016 4:48:08 PM
Technology stands still for no man. In fact, the adoption of new technologies continues to accelerate, and the cellular sector is no exception to that rule.
8/29/2016 4:44:51 PM
Look no further than the latest news to see how cognitive computing is the future of computing. Chatbots and smart machines will increasingly help us search for things we want, communicate with others, and generally make our lives easier.
8/29/2016 4:43:20 PM
As we continue at this juncture with the so-called second wave of IoT, the focus appears to have passed the early idea testing stages, and is now engaged on development of real-world business cases.
8/29/2016 4:41:40 PM
Sangoma Technologies has long promoted its PBXact Unified Communications suite of hardware and software for businesses that wish to manage their own on-site private branch exchanges (PBXs). With that option, businesses could purchase their own network switches and compatible Sangoma network management software to gain features like interactive voice response, queuing, voicemail, and call recording for hundreds of users. Now those same clients can gain that functionality from within the cloud.
8/29/2016 4:41:00 PM
Heroes aren't always selfless, and they aren't always right, but they are always trying to do the right thing.
8/29/2016 4:37:38 PM
Heroes aren't always selfless, and they aren't always right, but they are always trying to do the right thing. The IoT industry needs to start doing things right, and that means it's high time to get secure.
8/29/2016 4:33:35 PM
May you live in interesting times, was a phrase Joseph Chamberlain said as attributed erroneously to a Chinese curse.
8/29/2016 4:31:55 PM
Wearable cameras are becoming increasingly popular thanks to thrill-seekers. After all, it's much easier to record yourself skydiving or mountain climbing if you don't have to worry about holding, and possibly dropping, the camera. The wearable camera market includes cameras used for sports and adventure activities, public safety and consumer applications. They're essential for any moment where being hands-free is key, whether it be jumping out of a plane or for security reasons. According to a new report from Tractica, sports and adventure cameras, also known as action cameras, remain the biggest driver for wearable camera adoption.
8/29/2016 4:31:04 PM
In this issue's cover story, Homaira Akbari talks about how health care will be the next big vertical for the Internet of Things.
8/29/2016 4:23:46 PM
VeloCloud has won yet another award. This time it came from Frost & Sullivan, which recognized the SD-WAN solutions provider with a 2016 North American Product Leadership Award for Product Leadership.
8/29/2016 4:23:12 PM
While many companies record calls for quality today, most of them still do it like it's 1986: telephone calls only with the need to store calls onsite and search them manually. It's a wonder so few companies are in a position to take advantage of the benefits of 100 percent call recording, quality monitoring and analytics. Some companies have gotten their feet wet with workforce optimization software when it comes to human resources. Far fewer are taking advantage of WFO as it can be used in an omnichannel business environment to improve quality and streamline operations.
8/29/2016 4:12:23 PM
Back in the day, families had one TV in their homes. There were only a handful of channels to choose from. Entertainment was simple and easy, and that one set was the hub for the whole family. Today, the average U.S. household has 2.8 TVs, with potentially hundreds of channels via satellite, cable and online sources.
8/29/2016 3:52:41 PM
Currently people are replacing their laptop computers about once every five years, and for those reaching that five-year due date, the next couple of months will be a festival of ever thinner designs and richer capabilities. The kinds of things you'll be seeing are more OLED displays, more 4K resolutions, even thinner designs and some really creative configurations. Not to mention performance has increased dramatically over the last five years, giving you anywhere from 2x to 8x the speeds you are used to, depending on what it is you do.
8/29/2016 3:32:27 PM
While everyone has a bad day now and then, for companies, the consequences are serious. At some point, you're going to disappoint your customers. It's what you do from there that will make the difference.
8/29/2016 3:12:33 PM
Like anything in life, determining the best way to deliver value and happiness to customers takes time and patience. You want to give your customers the best experience possible, but what does that look like and how do you get there?
8/29/2016 3:07:02 PM
The Panasonic Systems Communications Company of North America has announced the release of its new UC Pro communications software. It was made to work with various Panasonic unified communications (UC) hardware and targets small and midsize businesses that need to connect as many as 250 users.
8/29/2016 2:38:41 PM
Users of the Talkatone mobile app from Ooma Inc. now have the ability to block unwanted calls and texts, the company announced today.
8/29/2016 2:30:38 PM
NetSapiens firmly believes in providing solutions that are intuitive in design, thus making it easy for employees to adapt new technologies. They've found that increasing usability drives revenue, which is always beneficial. You can hear all about it Aug. 31 during a live webinar titled Usability: The Difference Between a Loyal or Frustrated End-User, sponsored by NetSapiens.
8/29/2016 2:22:51 PM
One of the good things about online marketing these days is that there have never been so many options for getting a product or service out in front of potential users. With social media marketing, Web-based marketing, YouTube video marketing and a host of others, options are readily on hand. Snapchat, wanting a bigger slice of the marketing pie, is set to bring out a new feature that marketers have been eager to have on hand for some time: behavior-based targeting systems.
8/29/2016 1:54:08 PM
Fuze has been recognized a Leader in its field in the latest Gartner report, 2016 Magic Quadrant for Unified Communications as a Service.
8/29/2016 1:43:14 PM
3CX, a developer of a new software-based Unified Communications (UC) system, announced today that they are joining forces with TechSitters, a U.S.-based VoIP provider. The announcement comes after the completion of the 3CX interoperability testing by TechSitters.
8/29/2016 12:43:40 PM
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