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Call Center

ITEXPO West 2010 Hotel Situation

September 21, 2010

Improve Call Quality and Save Lives

September 20, 2010

Apologies for the extreme headline - but please hear me out 

I just couldn't help think about how stress impacts health as I read a new survey from Empirix showing that poor customer service in organizations not only costs companies billions of dollars but it adds to customer stress. More than a third of call center calls have poor voice quality according to the survey and more important is the fact that 30% of consumers surveyed said they had voice quality problems with more than half their calls while up to 68% of these people would hang up and potentially call a competitor.

So roughly 20% of customers calling could be hanging up and calling the competition because voice quality is sub par.

Avaya Flare Launch Live Blog

September 15, 2010


Avaya is launching a new interface called Flare. Rumors abound that the big deal here is it is a tablet. the reality is it is a UI which will run on tablets - including the one Avaya is launching today.

This is not designed to be an iPad killer but a Polycom killer instead as the tablet will lower the cost of executive telepresence drastically.





Avaya CEO Steps onstage to talk about Avaya accomplishments and the importance of SIP.

"Apple revolutionized consumer apps - our assault to revolutionize how business workers communicate and collaborate"



Here is the UI - just drag a contact to the center to connect with them.








iPad goes to China, Crooks Mine Facebook and ITEXPO Highlights

September 13, 2010

As the first week of the fall begins, there is a wealth of news to share such as China getting the iPad, Facebook status updates leading to burglaries, another high- level departure at Nokia and GoDaddy.com looking to sell itself for a billion dollars.

The pace of acquisitions hasn't slowed as of late - HP just announced it will acquire ArcSight to bolster its security offering and PAETEC will pick up Cavalier Telephone.

Perhaps the biggest news of all is Wal-Mart's entry into the MVNO space - they will be reselling T-Mobile's service.

If there is a common theme here - it's that technology continues to be full of opportunity as it becomes more common.

Startup Camp at ITEXPO Announces Jeff Bonforte, XOBNI CEO as Keynote

September 13, 2010

One of the more exciting events taking place at ITEXPO earlier this year was StartUp Camp as it was a single place you could visit to learn about the absolute coolest vendors trying to break into the communications space. In a few weeks StartUp Camp2 Comm Edition comes to Los Angeles October 4th and is collocated with ITEXPO once again.

There are many people in tech who are not only passionate but have very funny but quirky senses of humor. One is Jamie Siminoff of SimulScribe/PhoneTag. The other is Jeff Bonforte (pictured) CEO of e-mail productivity boosting XOBNI.

Jamie keynoted (see video below) last year's conference and Jeff will keynote this one. Expect Jeff to also be funny and inspirational.



Google in Your Brain and ITEXPO Update

September 8, 2010

For some reason when I hear Sergey Brin wants Google to be the third half of my brain I feel a bit freaked out. Partially because they already know what everyone wants, desires - how often we search for our Exes, how often we check porn, etc. Then again, the next step seems to be logically implanting themselves in our heads so why am I surprised?

I just hope the third brain they put in me is out of Beta.

Then again, I could use some help from the Google guys when keeping track of all the excitement and new events surrounding ITEXPO.

Apple, Sony, Microsoft, Google and ITEXPO News September 1, 2010

September 2, 2010

It has been an extremely exciting week again for tech news and moreover for me personally as I got a chance to open up my Sony Dash and it is a very cool addition to my desktop as it allows me to view my photos and take advantage of widgets of all kinds which among other thinks allow me to see the pandas at the San Diego Zoo. This handy gadget has a slew of communications, social networking and calendar features as well but for now, I just want to see the pandas.

 

The big news from yesterday of course was Steve Jobs onstage pushing a slew of new iPods and a rental-only model for Apple TV and a social network integrated into iTunes.

Nokia, RIM, Skype, Cisco and ITEXPO News August 30, 2010

August 30, 2010

Tech once again has been an amazingly vibrant market in the last week of August when news is generally slow. A recent trend has to do withtechnology companies playing nice with global governments to make sure they aren't rejected or find themselves out of favor like Google happens to be in China.

Nokia Spices up its Servers

Nokia for its part has decided to put servers in India to comply with local laws allowing government officials access to once impenetrable communications systems. You may recall India recently had some issues with not being able to monitor messages sent on Blackberrys.

Skype - an M&A Target



Technology and TMC Happenings August 26, 2010

August 26, 2010

SkyFire Comes to iPhone

I was a huge fan of SkyFire on Windows Mobile as it approximated the iPhone Safari browser on a Windows Mobile device while also supporting Flash. Now it seems this browser is coming to the iPhone and I wonder if Apple will force the company to disable the Flash support to ensure it abides by the company's rules of not allowing other "programming languages" to run on it.

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