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March 2013

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Interactive Intelligence Explores Small Call Center Roots

March 18, 2013

Interactive Intelligence is an example of a disruptor which went mainstream and in the process changed the way contact centers operated. Soon after launching in the mid-nineties the company would attract huge crowds to its booths at trade shows as it showed off all-in-one solutions which combined the dialer, ACD, PBX and more into a complete solution which operated seamlessly together. The company was first to espouse the concept and is responsible for getting the competition to emulate them.

In a recent meeting with Joe Staples, CMO and Senior VP of Marketing he told me the company has successfully acted upon its growth strategy from 2006 which was designed to increase its sales to large companies such as Rolex, BMW, Crutchfield, Sony Honda and many others.

Apple Email Swings Back at Galaxy S4

March 16, 2013

 

For Apple, this past week has got to have been the biggest nightmare the company has faced in well over a decade. Cupertino went from being on top of the world in the eighties to crashing in the nineties to soaring over the past decade as the company became synonymous with the mobile revolution. Samsung has been improving its Galaxy S line and the latest iteration, the S4 actually had as much hoopla around its introduction as an Apple event.

Finally there is a mobile competitor to Apple which can generate as much buzz around a product launch.

Research Shows More Innovation under a Joint Chairman/CEO

March 15, 2013

Many of us know people who struck it rich in an IPO and then decided to retire or take time off. If a percentage of people in a company decide to leave the organization when it decides to go public, it is logical to conclude that innovation at the organization will begin to slow.

A new study by Stanford’s Shai Bernstein involved extensive analysis of patents from nearly 2,000 companies and discovered the patents at public firms were more incremental than those at private firms. In order to determine the value of a patent she analyzed the amount of times a patent application was cited in other applications.

Advertising - A Key Part to Samsung's Success

March 14, 2013

Being in the tech field I often get to speak to lots of engineers who explain to me they aren’t swayed by advertising. Quite often they tell me they don’t think people in general are swayed either. What they do is project their personal feelings on a broad population which is normal.

Many of these engineers run tech companies which typically don’t do so well.

Google Blocking Apps Blocking Ads

March 14, 2013

Want to find the latest ad-blocking software for your Android device – sorry, you won’t be able to find them in the Google Play store. You see, the company decided that these programs do not comply with its Developer Distribution Agreement. Of course the argument could be made that they never did – in other words, ad-blocking is not new and having them listed in the company’s store isn’t a new development either. Obviously Google which is in the advertising business realized they shouldn’t allow a company which keeps it from generating revenue to take advantage of the app store they host.

Microsoft, Facebook, Apple and Google: France's War With US Tech Firms

March 13, 2013

Ten years ago the people of France had to deal with a major challenge – English tech words were beginning to become more popular than baguettes. As a result, the country’s Culture Ministry banned the term e-mail and replaced it with the term Courriel. A decade later, the country decreed the word hashtag shouldn’t be used but instead they suggested 'mot-dièse' which we believe may be French for “too much time on our hands due to overly generous government handouts.”

The country’s battle against tech terms coming from the US is dwarfed only by the country’s attack on US tech corporations.

Touchfire 2.0 Shows iPad IS a Content Creation Device

March 9, 2013

When the iPad was first introduced so many pundits explained what a niche product this tablet would be as it didn't possess a way to create content - in volume anyway. This of course was a huge surprise to me because I did immediately create blog entries and articles on the device. After a while I did feel pain in my fingers from repeatedly hitting the glass surface, in-part, this is the reason I looked for solutions to my problem. Touchfire was a Kickstarter project I backed and covered - once to introduce it to my readers and another to discuss how long it took to actually get the product.

Leatherface Shares 3D Moviemaking Tips With TMC

March 6, 2013

Microsoft EU Fine Shows Irony of Tech Antitrust

March 6, 2013

Microsoft was just fined a whopping $732M by EU antitrust regulators for breaking a voluntary agreement to give 15M users a choice of internet browsers beyond IE. The challenge according to Microsoft is they had a technical glitch which first allowed the choice and subsequently took it away. Yes, this does sound a but fishy.

Microsoft did indeed use its OS monopoly to kill off browser competition from Netscape Navigator in the nineties. They did however tie IE into the OS better than Netscape did, making it in many respects a better product.

Since that time, Internet Explorer has fallen prey to Chrome and even Firefox and lost share as it has failed to keep pace with advances in the industry.



Google, YouTube, Apple and Beats: Music Options Galore

March 6, 2013

There is good and bad news for Pandora today. The streaming radio leader has for the first time found itself in a position to compete for radio advertisers on an equal footing thanks to its inclusion in an influential ratings network run by Strata Marketing. The potential in the streaming radio market has brought new competition.

It's worth noting the news recently broke that Apple has held talks with Beats Electronics LLC about collaboration and/or investment in a music service called Daisy – apparently these talks go back a decade but Steve Jobs wasn’t ready to act when they began. Although Apple hasn’t been announced as an investor in the deal, Daisy has just secured $50M from a group including Warner Music owner Len Blavatnik, Fort Worth billionaire Lee M. Bass, and Australian financier James Packer.

Aruba Networks Shows WiFi Can Boost Retail Traffic

March 5, 2013

Aruba Networks had a few interesting announcements recently at Mobile World Congress 2013 and the first one shows how WiFi can be used as a differentiator and driver of retail traffic. In a deployment with NTT Broadband Platform or NTTBP the companies proudly unveiled the fact they are deploying a joint WIFi solution named Wi-Fi Cloud Services and its being deployed at over 10,000 Seven-Eleven locations as well as other retail locations owned by the mutual parent company in Japan.

This is important because the service includes an offering to consumers which allows them to come to the stores and download and stream music and other content. In this way the WiFi network supports a marketing initiative which makes the stores in-effect more "sticky."

As the content is the "hook" so to speak, it is imperative the quality of the network is up to par.

Apple's Magic Dependent on iWatch Success?

March 5, 2013

At this point we are all aware Apple has a new watch in the works and it is even thought to be released later this year. Pundits have even determined this product could be vastly more profitable for Cupertino than even the much-anticipated Apple TV. They call it a $6B opportunity!

One wonders however how different this product will be from the iPhone.

xCom Global's International Wireless Solution is Fantastic

March 2, 2013

Perhaps the best part of my trip to Barcelona, Spain to visit Mobile World Congress 2013 was not having to worry about wireless broadband the entire time I was there. You see I was sent a review unit of the XCom Global wireless broadband device which allowed me to stay connected the entire time I was in the country without having to worry about roaming charges, overage charges and heaven knows what other sorts of fees and taxes one deals with when leaving their home country.

The company sent me a used Novatel Wirelss MiFi 2372, instructions, an extra battery and a case of adapters for various outlets throughout the world. They gave me a SIM for Spain and I was off and running.

Metaswitch Asks: Are You Ready to be a Software Telco?

March 2, 2013

Virtualization has made the IT world much more efficient and cloud technology allows applications to scale up and down at will in a far more cost-effective manner while requiring little to no CAPEX. There is hardly an industry which hasn't been affected as software and hardware vendors have worked together to make sure they are ready for this new world where a single server can run multiple instances of an application on servers which are flung far around the globe. Even the PBX-world has gotten into the game with many vendors - especially those doing business with Fortune-class companies supporting virtualized software communications servers.

In a recent conversation with Steve Gleave (pictured) and Carol Daniels of Metaswith at Mobile World Congress 2013, I learned the company is taking the move to virtualization seriously and their recent product launch of 19 months ago - the SBC, was developed to run in a such an environment.

IPgallery Helps Carriers Become Social Hub and More

March 1, 2013

Communications service providers once the center of the customer's world have awoken to the new reality - social and apps are the new hub. In fact, Facebook, Twitter and a wave of other social networks have fully overtaken the telephone number as the primary method of communicating among many - especially younger users. Then there are the the OTT VoIP and video vendors such as Skype. The telephone number has gone from being a protected client relationship to an afterthought.

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