Greg Galitzine : Greg Galitzine's VoIP Authority Blog
Greg Galitzine

Contact Center

Upcoming Webinars Designed to Save You $$$

April 7, 2009

I am privileged to work with a great team at TMC.   One of the things our team does exceptionally well is organize webinars, and I saw two upcoming events to which I wanted to draw your attention.   First on Thursday, April 23rd at 10am PT/1pm ET UTOPY is presenting a real-world case study that will highlight the successful deployment of their speech analytics solution with E-LOAN.   In fact, Michael Miller, VP Customer Care, E-LOAN will be presenting his real life experiences, so it's an opportunity to hear firsthand how that firm has seen a 41% improvement in sales conversion and a $2M increase in incremental revenue annually by deploying UTOPY's speech analytics solution.   Register now for this interactive and informative session!     And then on the 28th of April, Tuvox will be presenting a webinar titled 5 Ways To Stop The Flow Of Money Out Of Your Contact Center. In this economy, you just can't miss the chance to get this type of expert advice when it comes to saving money!   The webinar will take place on Tuesday, April 28th at 2:00p ET/11:00a PT, and there is no charge for this event.   For registration information, please visit   If you are responsible for customer service or customer care, you need to attend these events to see how you might be saving money.  

Mitel Meeting Notes

March 30, 2009

I visited with Mitel today, and they showed me several solutions designed to drive productivity, enhance customer service, and simplify network management. Thanks go to Stephen Beamish, vice president of business development and strategic alliances and Danielle McNeil, public relations manager for spending the time with me to discuss the new solutions.   First we discussed the Mitel Business Dashboard, a management portal designed to allow enterprise and contact center management to monitor call activity and collect trend data on call volumes and times.
  The intelligent call tracking solution is available on the Mitel 500 Communication Platform.   In addition to the Business Dashboard, I also received a firsthand look at Mitel's latest desktop IP Phone, the 5360.   The 5360 color phone with Web capabilities designed to deliver a whole series of HTML-based applications. The phone boasts a 7-inch touch-screen display, which grants access to the applications. The device also features wideband audio, embedded gigabit Ethernet, and a built-in HTML toolkit for application development.   And lastly, while not exactly telling me what the surprise would be, Beamish told me of an upcoming Mitel promotion scheduled for April 16th.

Dimension Data Drives Productivity, Cost Savings

March 30, 2009

Down at the VoiceCon show in Orlando today I had the opportunity to meet with Mark Zerbe of Dimension Data. Zerbe is vice president, Converged Communications at the IT services and solutions provider.   Our discussion ranged to include a series of topics, but the key message that Zerbe spoke to was the fact that clients today want to talk about solutions that drive productivity and cut costs.   Zerbe told me that he believes that integrated collaboration is the technology wave for clients to ride this economic transition, in fact, he said, "IC may turn out to be the wave that helps pull us out of this 'transition.'"   I asked him to explain why it seems that video collaboration solutions seem to have taken off recently, to which he responded:   "Cisco Telepresence + Microsoft OCS + slow economy are combining to drive the market to adopt integrated video solutions."   The proof of course is in what the customers think:   The confluence of these technologies is helping to transform organizations, and customers are saying that these solutions are driving productivity and saving them money.

ITEXPO Award Confusion

February 9, 2009

At ITEXPO, the editorial team was tasked with many assignments, but perhaps the most gratifying of all the items that appears on our collective "to-do" list is rewarding deserving companies with the best of show awards.   One particular award seems to have raised a bit of a "stink" in the blogosphere.   At the most recent ITEXPO, Interactive Intelligence was awarded a best of show award in the SMB category, which on the surface may seem like an odd thing to do, considering the company's Enterprise Interaction Center solution is geared to companies that employ at a minimum 100 people.   There is no question that the solution deserves praise and in fact Interactive Intelligence has received much acclaim for their products over the years.

TMC Blogs: The Week in Review

January 23, 2009

What was the big story this week? No doubt it was the inauguration of Barack Obama, as the 44th President of the United States and the first African-American to hold that post. Truly a historic day for our nation: a day when many people put politics aside to welcome our newest leader to his job, and judging by the crowds in Washington, D.C. this past Tuesday it was quite a welcome indeed.   Rich is excited.

Genesys Acquires Conseros, SDE

January 22, 2009

Podcast: Interactive Intelligence & Business Process Automation

November 25, 2008

I recently recorded a podcast with Joe Staples, senior vice president of worldwide marketing for Interactive Intelligence, where we spoke about a new approach to business process automation. Ironically, what prompted this conversation was a white paper written by Interactive Intelligence CEO Dr. Don Brown entitled -- you guessed it -- A New Approach To Business Process Automation. The white paper is available for download here.   Staples gives several examples of business processes and how enterprises can really benefit by leveraging some sort of process automation strategy. In his opinion, the current trends of UC and CEBP (unified communications and communications enabled business processes, respectively) are fine as far as they go, but a new approach, one he dubs CBPA or communications-based process automation takes things to another level, offering enterprises a more efficient solution to their business needs.   I urge you to give the podcast a listen.

Interactive Intelligence Announces SMS Capability for CIC

November 24, 2008

Brendan Read of Customer Interaction Solutions magazine covers today's news that Interactive Intelligence would be adding short message service (SMS) as an additional media type to its all-in-one multi-channel contact center software suite, Customer Interaction Center or CIC.   The new SMS features are designed to help contact centers increase customer retention and satisfaction by enabling mobile customers to use SMS to communicate with the contact center; have those SMS messages routed, recorded, and reported on, the same way as other media types; enable contact center agents to reply using SMS; and enable notifications to customers to be sent via SMS.   Interactive plans to release the features by the end of Q4 08   Check out Brendan's article here.

SunPorch Picks Fonality Contact Center, Saves $100K

November 19, 2008

Outrageous Interactions: Public Voting Begins Today!

September 8, 2008

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