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TMCNET eNEWSLETTER SIGNUP 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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The open source movement has been lauded for driving software innovation by welcoming all interested parties to the table. But the time and skills of software developers are valuable things, so expediting the process of bringing together the ideal candidates for specific jobs, and giving them the ability to benefit from the fruits of their labor, can be pretty great as well.
11/24/2014 11:41:58 AM
So, what to do? The FCC says carriers must seek permission before discontinuing copper-based services in favor of VoIP. And a new ruling by the government body clarif[ies] that the circumstances in which carriers must seek approval to discontinue a service depend upon the practical impact of its actions, not the fine print of an aging tariff filing, the FCC further stated. This ensures that there will be a public process to evaluate a proposed discontinuance before a choice is removed from the market, regardless of how the carrier has written its tariff.
11/24/2014 11:40:54 AM
A new report sees good things for the Q3 2014 market share of various vendors within the voice-over-IP (VoIP) and IP multimedia subsystems (IMS) equipment market and their relationships with global content providers.
11/24/2014 11:40:00 AM
Then it built a platform-as-a-service solution that serves as a middleware platform to push information up the hierarchy. The PaaS solution, he said, decouples producers from consumers, manages security and device connectivity, allows for low latency transmission, supports Rest APIs for simple application integration and development, includes a data store that is big data ready, and does complex event processing in real time.
11/24/2014 11:38:12 AM
Ericsson, a giant in cellular network infrastructure, and IBM, which has expertise in integrated radios, are collaborating on a research project to build a phased array prototype for 5G networks.
11/24/2014 11:36:06 AM
The second use case involves parking meters, which Murroni noted are everywhere and are very rich appliances with printers inside and HMI. Embedding components of fog within a parking meter, he said, enables cities to use the parking meter as a hub at which to collect information from surrounding things like light fixtures.
11/24/2014 11:34:31 AM
Verint Systems, Inc., an analytic software and hardware solutions provider, has announced a strategic partnership with Unify, an enterprise communications software and services firm. The companies are wielding this alliance to focus on joint go-to-market strategies that leverage Unify's strong presence among enterprises and Verint's success and leadership in the Workforce Optimization (WFO) market.
11/24/2014 11:34:16 AM
New findings show that Las Vegas is among the top cities in the U.S. when it comes to the number of call center companies setting up shop there. Good for workers, not so much for the companies trying to hire them.
11/24/2014 11:30:00 AM
Computers have essentially made everyone's lives easier. So many things that once required a completely hands on approach can now be accomplished by various computer products. This is also true in the health industry, which includes dentistry. Dental software researcher reported that dental offices overwhelmingly investigate the purchase of integrated software for business and clinical applications, but software for the integration of digital sensors is the most requested application.
11/24/2014 11:25:23 AM
Enterprise telephony (ET) is in the midst of many technological advances that are changing the way companies communicate. These changes are so profound, however, that it may be misleading to categorize them only as telephony. A growing number of businesses support many types of communication as demonstrated by the popularity of the unified communications (UC) market.
11/24/2014 11:14:29 AM
Whether you're a local operation or target prospects internationally, you likely have a proven strategy in place to identify potential leads and turn them into new customers.
11/24/2014 10:18:33 AM
New findings show that Las Vegas is among the top cities in the U.S. when it comes to the number of call center companies setting up shop there. Good for workers, not so much for the companies trying to hire them.
11/24/2014 9:35:00 AM
One size does not fit all when it comes to SDN enabling NFV optimization.
11/24/2014 9:29:03 AM
In Indianapolis, a new call center is going up that will help CareSource more effectively team up with Xerox. The call center will have a staff of around 200 workers to start out and that's good news for the local economy.
11/24/2014 9:27:30 AM
The American 'holiday,' Black Friday, which in recent years has been notable for interrupting family Thanksgiving dinners, will cease to exist due to complications from digital commerce.
11/24/2014 9:16:44 AM
A funny thing happens when you set out to do something differently with the way your contact center interacts with callers-not ha ha funny, but funny as in odd. I mean, you'd think that the prospect of augmenting a cost effective way for contact center agents to interact with their callers would be embraced and seen as exciting. And if not for the contact center, then at least for those on the business end... right? Well, sadly, that's not always the case.
11/24/2014 9:00:00 AM
It has been an exciting year in the WebRTC world. The pace of innovations and announcements have been stunning over the past three months, with major names putting their clout behind WebRTC as a standard means for delivering voice and video both inside the browser and via mobile apps on Google Android and Apple iOS. Here are five reasons to give thanks for WebRTC progress in 2014 in no particular order. People shouldn't try to get bragging rights within the sequencing.
11/24/2014 8:59:59 AM
While the addition of the auto provisioning feature is a positive move for users, it's also positioned well for service providers offering REVE Systems white labeled solutions. The ability to brand the mobile VoIP offering is important in a highly competitive area. Extending the brand experience through greater registration, use, authentication and the IM experience also helps to increase brand stickiness and prevent customer churn.
11/24/2014 8:49:03 AM
At the same time, businesses are also recognizing the value is moving away from the traditional company-owned device strategy. Call accounting practices have turned up more than a few instances of company devices being used for personal initiatives not approved by management. Such misuse and abuse can hurt productivity and negatively impact the bottom line.
11/24/2014 8:47:24 AM
The other, customer effort score (CES), assesses the amount of effort that a customer had to spend in order to resolve an issue. While not as direct as NPS, CES nonetheless is a clear indicator of how a contact center is performing-and where NPS will be heading in the near future, since businesses that make consumers work for resolutions to their problems is not often a business that develops brand advocates.
11/24/2014 8:41:18 AM
While 45 percent of Bahrainis prefer to use their mobile phone for calling, according to the REVE paper, 30 percent said they prefer VoIP for calling and another 25 percent said they prefer making calls from call shops. Since call shops mostly use VoIP, this highlights the great opportunity for VoIP providers in the region.
11/24/2014 8:39:52 AM
Intel is headed into the data center and the heart of the Internet-of-Things (IoT) revolution, two segments where the company thinks it can stabilize its bottom line.
11/24/2014 8:29:33 AM
The customer service division will never be without the need to invest in technology to support its mission. With the call center on demand, however, you can easily launch what you need, when you need it to accomplish your goals.
11/24/2014 8:26:41 AM
How much intelligence are you able to gather from one customer interaction? As a member of call center management, you're focus is likely on ensuring your agents spend the right amount of time interacting with customers and meeting their needs. In just one interaction, customers can share a whole lot of information about their preferences, what they want out of a company and where they're willing to spend their money in the future.
11/24/2014 8:14:22 AM
When all agents are trained to properly handle those frustrating calls, call center scheduling will adequately accommodate the needs of your environment. If not, schedule in such a way that those more experienced agents are ready to turn that frustrated customer into a happy customer.
11/24/2014 8:12:53 AM
Las Vegas is currently finding itself among the top cities in the U.S. when it comes to the number of call center companies setting up shop.
11/24/2014 7:51:49 AM
In technology fields, a year can make more difference than anyone might expect. For littleBits, a year was the difference between raising $11.1 million in funding around the plan to start building electronics kits for kids that were easy to work with and the latest plan to offer up a complete kit that brings the ability to set up a smart home, without a lot of complex installation, and all for one low price.
11/24/2014 7:00:00 AM
There's a generational gap that I sometimes encounter when sharing phone numbers. After a nice conversation, when it is time to exchange contact information, I'm often left to write down a phone number when the far easier method is having them dial themselves on my phone. This embrace of the self-dial is what businesses now should be doing with WebRTC.
11/24/2014 6:25:00 AM
A new report, Service Provider VoIP and IMS Equipment and Subscribers, discusses the Q3 2014 market share of various vendors within the voice-over-IP (VoIP) and IP multimedia subsystems (IMS) equipment market and their relationships with global content providers.
11/24/2014 6:00:00 AM
Corning Inc., a glass and ceramic manufacturer primarily for industrial and scientific applications, has announced Corning Gorilla Glass 4, the newest version of its resilient material designed for consumer electronics like smartphones and tablets.
11/24/2014 6:00:00 AM
Juvo has released a mobile telecom expense management app that provides the same functionality as its desktop counterpart.
11/24/2014 6:00:00 AM
The holidays are inching closer and the rush to prep for Turkey Day has not hindered news in the Embedded M2M Solutions Community one bit. It appears to be that time, that's right; time for the week in review!
11/22/2014 7:21:00 AM
Growing in functionality and popularity, the IoT is only in the beginning stages of development as many innovate to get in on the action and in doing, ensure the projections come true. The IoT Connectivity Solutions Community experienced a flurry of action this week, so sit back and relax; yes it's that time again, time for the week in review!
11/22/2014 7:03:00 AM
A contributor to Cloud Contact Center discussed this week the importance of knowing customers' expectations. Rory Thompson, TMC's Web editor, discussed a Genesys webinar that provided some details about the ever-evolving contact center market. The webinar showed that a majority of call centers support voice, email, Web chat, and social channels and that a much smaller percentage use SMS and video. All those modalities combine to show that customers demand each channel and that businesses must respond by providing those channels or else they could be left behind.
11/22/2014 7:00:00 AM
The call center industry had a good week, what with the second round of sign-ups for the Affordable Care Act, and all the calls that go along with that. We have some of the week's highlights.
11/22/2014 7:00:00 AM
It's been another week of major developments and huge news coming out around the field of real-time communications. Constant growth in the sector has ensured that there's been no shortage of news to discuss, and that poses a problem for many, specifically, how to determine how all these advances fit together into a coherent whole that can prove valuable for enterprise users? With a weekend now at hand, it's a great time to take a closer look at how this all fits together, which is just what we'll do with our Week in Review coverage!
11/22/2014 7:00:00 AM
Just because the holiday season is right around the corner doesn't mean companies are slowing the pace on call recording innovations. The call recording industry has seen another very active week, so let's take a moment to look back on some of the week's highlights.
11/22/2014 7:00:00 AM
There was a lot of movement throughout the conferencing industry this past week, and we have some of the highlights for you.
11/22/2014 7:00:00 AM
The impending convergence of carrier Ethernet with network functions virtualization, software-defined networking, and some new thing called lifecycle service orchestration will create what Metro Ethernet Focus President Nan Chen this week was promoting as The Third Network.
11/22/2014 7:00:00 AM
It's the end of another week, and time to take a look at some of the week's top mobile market news.
11/22/2014 7:00:00 AM
It was a big week for hyperscale data centers. That's because many companies in this arena were at SC14 this week unveiling new solutions and partnerships.
11/22/2014 7:00:00 AM
This week in call center software news, we continue to see offerings being introduced that focus on the 'new' customer - one that wants to be able to get in touch with companies when, and how, they want.
11/22/2014 7:00:00 AM
Back in August 2012, the headline read Let the WebRTC Codec Wars Begin! This is because a few years ago the WebRTC standardization effort was beginning to heat up. The following year the feeling was that there was a lot of drama concerning the video codec debate and that the hope was that it would soon be a minor footnote in the history of WebRTC. Can it be that just after one more year the end is near for the WebRTC video codec wars?
11/22/2014 7:00:00 AM
What an unusual week in the Contact Center Solutions Community. I never thought I would use the word war in an article for the community, but interestingly in different context I ended up using it not once but twice.
11/22/2014 7:00:00 AM
Whether literally up in the air, through the air or on the ground, it was an interesting week in the Next Generation Communications Community.
11/22/2014 7:00:00 AM
It was a busy week in outbound call center news. A number of announcements were made touting the advancements new solutions and the cloud have brought companies.
11/22/2014 7:00:00 AM
Aereo has finally hung up the harness on its ride to legitimacy, filing Chapter 11 bankruptcy.
11/21/2014 5:14:50 PM
Every year, it seems the holiday shopper marketing engine starts to churn earlier and earlier. This year, I saw the first Christmas-related TV commercial the day after Halloween, and I knew the flood gates had officially opened! The busiest omni-channel retailing season of the year has arrived.
11/21/2014 5:10:50 PM
Taqua is a provider of fixed and mobile converged switching, gateway, media processing and backhaul solutions. When it was founded in 1998, the company's goal was to develop next generation telecommunications solutions that would economically deliver advanced communications capabilities. Since that time, the company has been transitioning into what can be considered the networks of the future.
11/21/2014 3:20:15 PM
Applied Micro Circuits Corp., Cirrascale, and Red Hat have joined forces to provide a high-performance computing cluster to Lawrence Livermore National Laboratory.
11/21/2014 3:15:57 PM
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