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It was a short week for business in the call center industry, but there was still no shortage of news. Let's jump in.
11/27/2015 6:30:00 AM
Analytics and Big Data have made their impact felt in industry, from the contact center to the mom & pop store around the corner the benefits are invaluable. As make our way toward the weekend-and here in U.S. continue to recoup from the eating festivus that is Thanksgiving-there is no time better than the present to take a look at the week that was: time for the Week in Review.
11/27/2015 6:05:00 AM
Those businesses differentiating themselves now through innovative IoT applications will have a significant advantage over their competitors.
11/27/2015 12:00:00 AM
The IoT is a simple beast, really. Plug smart device A into cloud B and try your best to make sense out of what you find, while keeping evildoers from finding it too. So what's all the fuss about?
11/25/2015 3:36:56 PM
Jabra is one of those companies whose name is immediately associated with a particular product. In this case it is the futuristic and ergonomically designed headsets the company makes. While the headsets are synonymous with hands free operations for mobile phones and music players, the company has been making inroads in the unified communications (UC) segment. But not everyone likes to use a headset, and Jabra has decided to address these customers with the new Jabra Handset 450, which is now available at IP Phone Warehouse.
11/25/2015 3:12:09 PM
Customer support excellence is a necessary goal. Customers are far less loyal than they once were, and they have many other options if a company doesn't please them.
11/25/2015 3:05:00 PM
Today, the promise of Internet of Things is moving from science fiction to reality. However, IoT is at the very early stages of maturity.
11/25/2015 2:50:30 PM
With the IoT evolution in full swing, it's interesting to see applications, like Uber, that are part of the IoT ecosystem but don't use any additional hardware.
11/25/2015 2:46:56 PM
VC friends in the past always told me they never want to be pioneers, because pioneers get shot. But what happens when you are a pioneer and the colonists settle in around you?
11/25/2015 2:44:58 PM
Has anybody ever asked you to remember a certain event, and you reply that you can't even remember what you had for lunch yesterday?
11/25/2015 2:43:10 PM
The media is overflowing with IoT predictions, specifications, and announcements about low-power wide area networks being deployed in many countries.
11/25/2015 2:41:39 PM
Numerex arrived on the machine-to-machine communications scene well before the popularization of the terms M2M and the Internet of Things.
11/25/2015 2:37:09 PM
The vast majority of machine-to-machine devices in place today rely on 2G cellular networks for their connectivity.
11/25/2015 2:33:55 PM
A key enabler for IoT is the development of next-generation sensors that provide a wealth of quality data from which to build new applications and capabilities.
11/25/2015 2:32:33 PM
If you follow the Internet of Things space, you may have noticed all the talk lately about low-power wide area networks.
11/25/2015 2:29:53 PM
As the world becomes more intelligent, IoT-enabled building automation systems are a natural progression of this. It doesn't make sense to connect and integrate cities, home automation, and traffic systems and then not make buildings just as intelligent.
11/25/2015 2:28:35 PM
I love how readily the health care industry has taken to the IoT. You folks are leading the way in both enterprise and consumer-facing M2M technology, implementing solutions throughout your infrastructure with the goals of efficiency, cost savings, and most importantly, better patient health.
11/25/2015 2:24:55 PM
In addition to my normal kindness, I think that ranting about someone else's bull stuff gets into ego boosting rather than industry support. I keep my ego in check by constantly trying to learn from much smarter people than myself.
11/25/2015 2:19:03 PM
Applications of the Internet of Things and machine-to-machine technology are broad and wide.
11/25/2015 2:17:30 PM
As more and more states with farming interests (read: most of them) realize that they need to help their local farmers, shippers and storage companies for food products understand what the Food Safety Modernization Act (FSMA) will mean for them.
11/25/2015 2:16:31 PM
WebRTC had a stellar year in 2015, thanks to over $1 billion in funding given to companies integrating it into products and services. This is newsworthy for many reasons, but most notably is this means next year is shaping up to be better than the last in terms of harnessing WebRTC more commercially.
11/25/2015 2:11:15 PM
Recently, Cisco made a big move in the market when it purchased Acano, a London-based startup firm that focused on collaboration tools, particularly those in the Skype for Business, Office 365, and Lync 2013 lines. Cisco's $700 million purchase of Acano was part of an overall acquisition thrust, but new reports suggest that this purchase might bring Cisco and Microsoft closer together.
11/25/2015 2:03:31 PM
The millennial generation is beginning to come of age, and their influence is growing quickly. By 2020, Brooking estimates that one in three adult Americans will be millennials, and five years later, millennials will comprise three quarters of the American workforce. In order to survive and mature, businesses need to be able to appeal to this new generation of consumers.
11/25/2015 2:03:22 PM
Those in the business world know the full value of videoconferencing in terms of speed, accessibility and cost savings. Now it seems that those in the education field are learning as well. A report out of Alaska notes that a local school board will use federal grant money to add videoconferencing capabilities to its communications efforts.
11/25/2015 2:01:30 PM
Locus Traxx Worldwide, maker of real-time temperature and location monitoring of perishable and high-value shipments, announced recently that it has appointed Genesis Fresh as its representative in Poland.
11/25/2015 1:55:29 PM
Even for people who sit between the right and left side of unified communications headsets all day, the concept of burning in those headsets probably comes as foreign. It is a term reserved for audiophiles, so laymen, even those with experience in the practice of using headphones, get left behind.
11/25/2015 1:53:25 PM
Anyone who's been on YouTube lately knows about the rush to monetize video, such that those who make videos for us to enjoy can continue to do so. There's a lot more rush outside YouTube to consider as well, and Ooyala-a Telstra subsidiary-has been in the middle of that fray for some time now. It's recently taken one of its biggest products, Ooyala IQ, out of the bundle in order to give more firms access to it.
11/25/2015 1:08:15 PM
While the Telephone Consumer Protection Act (TCPA), the nation's federal telemarketing and robocall rules may have been put in place to catch scammers, it's increasingly catching a number of very big fish.
11/25/2015 12:38:19 PM
From cost efficiency, to increased flexibility, we're seeing premises-based telephony systems taken over by their hosted counterpart, cloud-based IP systems. Communications and networking services provider Integra is getting on the cloud bandwagon with its latest solution, Integra UC Cloud Voice, which will help businesses streamline their communications in one useful tool.
11/25/2015 12:27:09 PM
A new report from Aspect notes that customers in the U.K. may be soon able to switch power companies with just 24 hours' notice. That's posing a new challenge for utilities, as competition may force improvements in the typical power company customer experience.
11/25/2015 12:11:45 PM
Outages can be caused by many things, some of them more dangerous than others. Case in point: Comcast's Fresno, Calif., facility saw a widespread outage for several hours last week due to an electrical fire.
11/25/2015 12:10:06 PM
Implementing a solution like knowledge base software allows employees to find all of the information they need within seconds.
11/25/2015 12:06:00 PM
The growing global IT security workforce shortage is no secret. As detailed in (ISC)²'s 2015 (ISC)2 Global Information Security Workforce Study-conducted by Frost & Sullivan and sponsored by Booz Allen Hamilton, NRI Secure and Cyber 360-we are looking at a 1.5 million shortfall of trained and certified security professionals by 2019. A key means for closing this gap is the (ISC)² Global Academic Program (GAP) from our community host which recently welcomed The University of Tampa as a new program member.
11/25/2015 11:51:20 AM
With an FCC approval this month for Verizon, all of the Big 4 wireless carriers are planning to roll out Wi-Fi calling services.
11/25/2015 11:36:40 AM
The Food Safety Modernization Act (FSMA) requires the FDA to regularly survey produce and other foods for consumption to check for contaminations, and it recently announced its plans for 2016: Cucumbers and Hot Peppers.
11/25/2015 11:31:28 AM
People working from home out of virtual offices, or just plain home offices, are on the rise with each passing year. Just since 2005, the number has nearly doubled, up 80 percent to encompass 3.3 million employees. Throw in part-time home workers and it encompasses fully 20 percent of the United States workforce. Those planning to join in the fray and take advantage of the numerous benefits should be aware of a few things.
11/25/2015 11:29:30 AM
Love may make the world go 'round, as an old song has it, but commerce keeps the money flowing. And in the world of business, the bottom line is everything.
11/25/2015 11:25:55 AM
South Africa has been focused on building its tourism industry lately, especially in Cape Town and the Western Cape region, and now communications solutions provider Alcatel-Lucent and outsource service provider Bytes Systems Integration have stepped up to the plate to do what they do best: upgrade the city's communications infrastructure with advanced IP routing technology to enable ultra-high-speed Internet services.
11/25/2015 11:23:36 AM
Driscoll's, a fourth generation, family-owned berry farming company, has recognized Locus Traxx Worldwide for alignment to a strategic vision and driving innovations in the industry, with its 2015 Cold Chain Champion of the Year award at the inaugural Driscoll's Logistics Conference in Seaside, CA. The award is given once a year to a company that successfully exceeds Driscoll's expectations and assists them in implementing their organization's vision.
11/25/2015 11:20:53 AM
On Monday, November 23, Blue Origin successfully flew the first fully reusable rocket into space, giving the company first bragging rights. Founder Jeff Bezos tweeted he had a rare used rocket -- to be more precise, he had a rocket in one piece that he can refly. SpaceX founder and chief Elon Musk was quick to congratulate him, but quickly devolved into a set of nit-picking tweets to underline that SpaceX has been flying longer and higher.
11/25/2015 11:09:16 AM
Identifying the biggest drivers of calls provides insight that you can use to develop other solutions for managing the majority of those calls.
11/25/2015 11:05:00 AM
With Black Friday afoot and the holiday shopping season poised to start - though for many it's already begun - industry analysts are speculating about the winners and losers of the season. Argus Insights' new report on the wearable tech market shows a couple items should be very popular, including one product that's a bit out of the blue.
11/25/2015 10:53:56 AM
According to IHS, the global service provider VoIP and IP multimedia subsystem (IMS) equipment market totaled $1.4 billion in the third quarter of 2015, up 34 percent from the same period a year ago.
11/25/2015 10:33:54 AM
In a blog on Jabra's site, Holger Reisinger reminds us that in the past, workers were viewed as costs and, We all know that costs need to be controlled. This is an important point to consider, as many organizations still think of workers as costs, which leads to devaluation of the workforce. Companies that fail to realize today's workforce values quality of life (QoF), remote work, collaboration and corporate responsibility, will have a less engaged workforce and a much harder time attracting the best talent.
11/25/2015 10:27:36 AM
German sportswear company, Adidas is sick of playing second fiddle to rivals Nike and Under Armor, so they're making big plans to take the U.S. by storm this holiday season. The company is planning on increasing marketing spend in the months leading up to the holidays, spending 13 to 14 percent of its sales on marketing this year.
11/25/2015 10:27:02 AM
The fring Alliance Summit took place last week in Istanbul. To learn more about what happened at the summit and what's next for the alliance, we spoke with Roy Timor-Rousso, general manager of the fring Alliance. Here's an excerpt of our exchange.
11/25/2015 10:23:12 AM
Whether it is in large enterprises, SMBs or home offices, the desk phone is still relied upon by hundreds of millions of people and organizations around the world. With so many new telecommunications solutions available today, is the desk phone on its way out?
11/25/2015 10:18:23 AM
The demand to be connected all the time regardless of location is exponentially increasing on a daily basis. As more devices become connected, the further demand is that connection speeds need to become faster. The solution that everyone is looking at is 5G technology.
11/25/2015 10:14:59 AM
When employees are recognized for their hard work, they are more likely to be satisfied.
11/25/2015 10:04:00 AM
The nature of contact center operations requires dealing with thousands of customers and the personalities to go along with them. For managers, it means finding agents with a set of qualities to service the customers and pair them with the right technology. But even if everything is in place, there is a gap between what leaders in the segment assume and what customers actually expect.
11/25/2015 9:56:22 AM
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