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The contact center is now more important than ever, because for many consumers the contact center is the first contact they have with a business.
10/2/2014 6:00:00 AM
During my sojourns at the massive Oracle OpenWorld 2014 event here in San Francisco, one of my focuses has been to see where things stand with WebRTC and its adoption. As a result, along with seeing an excellent demo of how WebRTC can improve real estate transactions interactions, I stopped in to hear Chris King, senior product director for product marketing at Oracle, give an interesting overview presentation, Real-Time Communications on the Web.
10/2/2014 6:00:00 AM
SMS is considered a highly useful method of keeping in touch with people across globe, both professionally and personally. Recognizing the versatility this technology offers businesses, Indian SMS service provider SendGroupSMS.com recently unveiled its new bulk messaging software.
10/1/2014 6:13:07 PM
Comcast Corp. has appointed a fast-rising executive, Charlie Herrin, as senior vice president of customer experience. The new position will have broad powers to allow him to fix Comcast's relationship with its customers. Herrin will oversee a sector of Comcast business with over 50 call centers and thousands of customer service employees and technicians. His successful work as a team leader of the group that developed Comcast's interactive X1 TV guide earned him this promotion.
10/1/2014 5:59:30 PM
This week Apple announced that it will now offer a gold color option for its full-size iPads. The new versions of the iPad are anticipated to be unveiled sometime this month. The product will include gold as a color choice for the metal cover, adding to the silver and gray available for the iPad Air. This color palette is similar to the iPhone 5s-and judging by the consumer craze surrounding the original introduction of a gold option, it will no doubt be popular this time too. The move is an effort to boost sales in a category that has posted declining shipments this year, according to people familiar with the plans.
10/1/2014 5:54:28 PM
Compass-EOS today took the wraps off something called the SDN Forwarding Plane, which it's positioning as a lower-cost alternative to routers for service providers. The solution leverages the company's previously announced icPhotonics chip, which also as of today has been enhanced to work at 10tbps capacity.
10/1/2014 5:51:01 PM
Research and consulting firm IDC, in a report published in April, said Logicalis stands to benefit from software-defined networking. Today, Logicalis explained how its customers stand to benefit from the software-defined data center.
10/1/2014 5:47:58 PM
The use of vehicle telematics systems is rapidly gaining ground with automakers as a wealth of information can be gathered via the use of such systems. From information about driving habits to vehicle performance, there's quite a bit that can be learned here, and as such, applied to future designs and manufacturing processes.
10/1/2014 5:43:17 PM
Microsoft has been making a lot of gains as of late, starting with recent news of a new preview of Windows 10 and carrying on through the rest of the line, as Microsoft puts more focus on an evolving, more unified experience in general. But Microsoft Office wasn't to be left out of the proceedings as reports suggest that, as of Oct. 1, Microsoft Office gets a shot of new life in content aggregation and presentation tool Sway.
10/1/2014 5:40:18 PM
It would not be out of line, many would note, to suggest that the phone booth as we once knew it is dead, slain by the ubiquity of the cell phone and similar mobile devices. But what to do with all those leftover booths, in some cases just sitting there, a target for vandals or potentially worse? Telstra, according to reports, has some plans for those booths, and those users who like to have a Wi-Fi signal on hand regardless of location should be particularly happy about said plans.
10/1/2014 5:36:29 PM
Alcatel-Lucent Enterprise is becoming its own company with the help of a new majority investor out of China. These changes are being made with the goal of doubling the size of Alcatel-Lucent Enterprise's business over the next five years.
10/1/2014 5:30:57 PM
Comcast is extending the value of its DVR services with the rollout of the X1 DVR with cloud technology in the San Francisco Bay Area and Houston.
10/1/2014 5:29:02 PM
Fiber Mountain Inc. today at Interop formally unveiled a trio of SDN-based solutions designed to enable the data center to scale with simplicity. That includes the Alpine Orchestration System, Optical Path Exchange and Connectivity Virtualization solutions, and the SDN Optical Edge Switch.
10/1/2014 5:25:46 PM
Content Delivery Networks (CDN) make up the backbone of a modern day content delivery system. They help content providers deliver region specific content and offer superior version controls and analytics capabilities.
10/1/2014 5:22:58 PM
Extreme Networks has announced that its Software Defined Networking (SDN) products have been certified with Microsoft Lync for automated Quality of Service (QoS) and analytics.
10/1/2014 5:19:17 PM
Yet another credit card system hack has left customers of Supervalu and Albertson's wondering if any of these kinds of systems are safe enough to trust. The two supermarket companies announced their systems had been the victims of attacks on Monday. The companies said their systems were infected by malware in late August or early September, and while they don't know what access exactly the hackers were able to gain, account numbers, card expiration dates and names of cardholders could have been stolen.
10/1/2014 5:18:45 PM
Every business knows the value in reliable and effective communication. With the market clearly shifting toward hosted PBX as the preferred telephony method, it is a good time to discuss one of the space's movers and shakers.
10/1/2014 5:16:23 PM
Companies the world over are constantly looking for means to upgrade systems in a bid to get the most out of what's already on hand, as well as take advantage of new technologies that appear that might, in turn, provide a means to reduce costs or improve sales and thus perk up the bottom line. TNCI is no exception to this movement, and as such, has turned to GENBAND and its line of products to help bolster the company's telecommunications capabilities, going for a complete network modernization to take TNCI from legacy time division multiplexing (TDM) systems to a complete IP-based infrastructure with accompanying software.
10/1/2014 5:12:34 PM
Six Degrees Group (6DG), a converged technology infrastructure provider, has announced that it plans to boost fiber footprint with the help of Zayo Group.
10/1/2014 5:06:21 PM
Cloud technology is transforming into the most important technology of the future. As a large number of data centers and future applications rely on cloud, there is a huge demand for efficient cloud platforms. Companies that provide the best interconnect and the latest features will attract the highest number of customers.
10/1/2014 5:03:45 PM
Modern network-based services like IP video surveillance and IP telephony put a great strain on the network. Traditional means of managing a network will not be able to withstand this pressure. Hence, network administrators are always on the lookout for more help from technology.
10/1/2014 5:01:23 PM
The city of Mandaue has decided to install IP phones for its offices, replacing an older landline system that became too costly. The savings from the new phone system are expected to be so great that they will pay for the new VoIP phones in a little over two months.
10/1/2014 4:07:11 PM
How safe is your data? The answer can mean the difference between growing your business and going out of business.
10/1/2014 4:04:30 PM
There are fairly good odds that at some point, you have called into your health insurance company for a specific reason, whether it's to contest a claim or find out about covered expenses, only to get stuck in menu hell, realizing you have pressed '0' no less than 250 times, and ended up throwing the phone down more frustrated than you did before you even made the call. While it's an unfortunately likely scenario, it doesn't have to be that way. Insurance companies, take note: business VoIP can save both you and your customers quite a few headaches.
10/1/2014 4:03:52 PM
With the way the cloud is touted as a solution for many contact center ills today - slow responses, a lack of channel integration, poor customer satisfaction and low first-call resolution rates - you'd think that nearly every contact center interested in keeping its head above water would already have implemented a cloud-based solutions. It turns out, however, that this is not the case.
10/1/2014 3:57:20 PM
Software licensing can be a complicated issue. One of the biggest challenges is not making compliance part of a regular routine in an asset management program. Part of this can include establishing a clear and concise software policy, which should help employees understand the value of software and learn the difference between legal and illegal use, as well as pledge their commitment to the proper use of software.
10/1/2014 3:54:04 PM
Looking out into the far future, a decade or more down the road, when Moore's Law finally starts hitting the end of the road, COTS solutions might become less attractive. IBM is already promoting the idea of its non-COTS synapse chip to handle complex problems with low power consumption while UC Berkeley is looking for funding to build a warehouse-scale computer using custom ASICs, 1 terabit/second optical links, and packing over 100,000 processing cores into a facility.
10/1/2014 3:47:45 PM
IP communications. VoIP. Cloud calling. There are a lot of options for businesses wanting to ditch legacy systems and go with something that offers a little bit more for a lot less money. For operators, it means seeking out the best of the best to offer customers, and being that we've become so mobile-centric, mobile operators have a lot to stand up to. That's why there's VoLTE.
10/1/2014 3:44:10 PM
Once upon a time, in most organizations, the marketing department and the IT department had little in common, and even less interaction. IT was a department made up of those people you called when your computer acted up, and that was about it. This is starting to change, however. In 2014, the IT department has something that the marketing department desperately wants (or should desperately want, anyway): data.
10/1/2014 3:37:29 PM
Rich communication services (RCS) offer subscribers features that enhance the capabilities of SMS and MMS technologies. This includes conducting individual and group chat sessions, exchanging images or videos during voice calls or chats, video/image share, and file transfer. With these options operators can provide similar features to over-the-top (OTT) services like Skype and Facebook Messenger so they can eliminate or minimize customer attrition.
10/1/2014 3:26:49 PM
Small and medium-sized enterprises (SMEs) make up a considerable portion of the customers that VoIP and telecommunication service providers rely on. The acquisition of these customers is highly contested by telecoms because of the long-term revenues they provide with multiyear contracts that continually grow as businesses expand locally, nationally and even internationally. Two of Great Britain's largest service providers, British Telecom and EE, recently announced new services and flexible price plans to lure SMEs.
10/1/2014 3:18:51 PM
Make sure remote employees have access to the right communication tools. Teleconferencing, online-meeting and file-sharing services foster collaboration among remote teams. Confirm that everyone can stay in touch easily and access the information they need quickly and securely.
10/1/2014 3:17:50 PM
As well as knowing the bigger picture, you want to be able to dynamically adjust as necessary. Creating real time evaluation feedback loops helps you to iteratively develop your work to respond to needs of your customers and your employees. You want to know how things are working, to know which parts of your model are working the best, and which bits you need to change or improve. To do this you need an evaluation strategy that allows you reflect on the different parts of the model. Call accounting allows for this to happen.
10/1/2014 3:15:35 PM
When the decision in Thomas v. Taco Bell was announced by the U.S. Ninth Circuit Court of Appeals last summer, it appeared that franchisors had achieved a victory. After all, the court ruled in Taco Bell's favor in a case dealing with spamming text ads to cellphone users when it found that the fast food company was not liable.
10/1/2014 3:11:27 PM
VoIP service provider Teliax has formed a recent partnership with Barracuda Networks Inc., which provides industry-defining cloud-based security and storage solutions. Now that the two companies are working together, their software is also able to cooperate as the company announced on Friday that the interoperability certification program between Barracuda's CudaTel IP PBX system and Teliax's IVY voice platform has been successfully completed.
10/1/2014 3:08:42 PM
TMC today announced that the Wearable Tech Expo, featuring the Fitness & Sports Wearable Technology (FAST) Conference, has opened the Call for Papers for the events held June 2-4, 2015, at the Javits Convention Center in New York City, New York. The Wearable Tech Expo is dedicated to discovering and showcasing the latest mobile, data, fitness and sports wearable tech. The collocated FAST Conference will dive deep into the real-time data technology and applications disrupting the sports and fitness industry.
10/1/2014 2:48:07 PM
TMC today announced that the Wearable Tech Expo, featuring the Fitness & Sports Wearable Technology (FAST) Conference, has opened the Call for Papers for the events held June 2-4, 2015, at the Javits Convention Center in New York City, New York. The Wearable Tech Expo is dedicated to discovering and showcasing the latest mobile, data, fitness and sports wearable tech. The collocated FAST Conference will dive deep into the real-time data technology and applications disrupting the sports and fitness industry.
10/1/2014 2:45:07 PM
When you consider the phone system in the United States, one sometimes overlooked but very important aspect is 911, the national emergency number. Even if you've never called it, the number surely has a place in your mind, just in case.
10/1/2014 2:41:24 PM
Oh, how times have changed for the mighty Microsoft. The company, which debuted its new Windows 10 operating system yesterday, has been steadily shifting its business model away from its flagship operating systems and into the cloud. It's an entirely necessary migration as the corporate world transitions to an anytime, anywhere way of conducting business and BYOD elevates the status of tablets and phones over the PC.
10/1/2014 2:36:35 PM
The unified experience in the contact center is quite different today than it was just five years ago. Thanks to the acquisition of Aurix by Avaya in 2011, speech analytics became a part of the contact center and unified communications solutions offered by Avaya. With a number of companies adding call recording to the mix, being able to search archived recordings according to spoken text streamlines processes across the board.
10/1/2014 2:33:58 PM
Twenty years ago, Interactive Intelligence changed the way businesses communicate with its all-in-one multichannel software platform. Ultimately, our platform changed the communications industry, the customer experience, everything. Now we're changing everything again with Interactive Intelligence PureCloud, a suite of cloud-based services for enterprise-grade communications, collaboration, and customer engagement.
10/1/2014 2:33:07 PM
Vodacom, the largest mobile service carrier in South Africa, claims to have made the country's first successful voice-over-LTE (VoLTE) phone call. VoLTE uses the same process behind VoIP phone calling to make cheaper phone calls by sending them through the Internet as data instead of as analog wireless signals, but instead seek to utilize LTE wireless Internet instead of having to be tethered by Wi-Fi. By successfully making a mobile VoLTE phone call in South Africa, Vodacom is looking forward into a bright future of cheaper and better phone service.
10/1/2014 2:31:54 PM
Cloud technologies offer huge benefits, cost savings and operational efficiencies across the board. But some markets are migrating to the cloud at a faster pace than others, and that largely has to do with what the cloud can do for them.
10/1/2014 2:30:08 PM
Hacking can be an utter disaster for many businesses, particularly given how much proprietary information there is out there to be had. An entire product line can be revealed or otherwise compromised, opportunities can be buried, and a host of other negative effects can be had when it comes to hackers getting into a system, even if product data isn't touched. The effects only get worse if customer data is impacted by the hacking, and losses can represent millions of dollars. Recently, one such hacking took place on a wide scale, going after computers at Microsoft, an array of game manufacturers, and the United States army itself.
10/1/2014 2:28:45 PM
Alianza and WinCable have teamed up to create a cloud-based voice delivery and back-office solution. Alianza has integrated its Cloud Voice Platform with the WinCable offering from GLDS, and a U.S. cable provider is already taking advantage of the platform to provide next-generation VoIP services.
10/1/2014 2:27:57 PM
We all know it because we all live it: the Internet, smartphones, and tablets have made today's consumers more self-sufficient and mobile, and that's made them more in control of their buying and communications experiences - and more demanding in terms of what they expect as far as available information and customer support software.
10/1/2014 2:25:43 PM
Customer service has always been an integral part of every organization. It is more pertinent today than ever before because of rising competition and the growing expectations of customers who are demanding companies to elevate their quality of customer service. Moreover, every bad experience is immediately posted in social media, thereby affecting the reputation of companies. Hence, companies are forced to improve their customer service.
10/1/2014 2:24:24 PM
Rumor around the desk phone market indicates that Yealink may have overtaken Cisco for the second spot in overall global market share. Although the company would not comment on the rumor to reporters, the company's current inroads within Australia and New Zealand show that it may be pushing forward with enough momentum to rise in the standings.
10/1/2014 2:21:09 PM
Telekom Indonesia is making strides in becoming a multinational competitor. It is buying up other companies and creating substantial partnerships that have resulted in its expansion throughout Indonesia, and most recently it has established itself as a major player in Australia by purchasing more than half of Contact Centres Australia (CCA).
10/1/2014 2:18:36 PM
Competition is so stiff that companies have to constantly re-strategize to even remain in the running- let alone getting an edge. Remaining connected to customers, understanding them and anticipating their needs is a large slice of the ever-evolving customer experience pie and Perficient is all set to showcase the much touted Oracle customer experience (CX) offerings at Oracle OpenWorld 2014.
10/1/2014 2:17:02 PM
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