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Call Center

Cloud and Debt did Avaya in

January 24, 2017


8x8 has seen its stock triple in the past five years as they move upmarket and take share from telecom hardware players. Interestingly, this increment is the exact same amount of time its been since ShoreTel acquired M5 to provide cloud solutions to customers.

This is what we said at the time:
Cisco may now be forced to buy 8x8 and Avaya will likely make a move as well. This move could even push Vonage to go after the SMB space. Mitel is an interesting question - they have leading edge tech but a troubled stock to use as currency.



The Deskphone Market... it's Alive; it's Alive!

January 19, 2017

The deskphone market has been left for dead by many but there is still room in the space for the device to evolve and become become a more integral part of your UC strategy. The ideas is simple... What if your deskphone became a colleague of your mobile, allowing you to have the advantages of the deskphone and mobile while leveraging the best of each from the other.

It may sound complicated but in reality, the idea is to allow calls to flow in either direction while allowing you to remote into your deskphone from anywhere.





Allworx came by TMC HQ and showed their new phones off to us last week and we remain impressed.

Congrats to TMC Customer Phone.com

January 19, 2017

Hats off to Phone.com for big customer wins in 2016. The cloud communications company landed new partners and clients like StructuredWeb, Liftmaster and The City of Newark.  In addition to an expanding clientele, the product suite augmented with a new and improved API to aid in iOS and Android apps, as well as Web collaboration, video conferencing, call presence and the phone system in general.



Building on the momentum of 2016, this February, Phone.com will be well represented at the The Communications and Business Transformation event of the year, ITEXPO. VoIP pioneer Alon Cohen will be participating in the panel discussion, “Bringing Telecom Innovations to Market Faster with APIs,” and Joel Maloff Senior Vice President at Phone.com and industry veteran, is moderating several others.

In addition, Phone.com has been sponsoring the Virtual Office online community for many years (thanks!), allowing TMC to cover the news and happenings in the space and bring the UC, UCaaS and Hosted VoIP communities together online.









8x8 CEO Discusses Communications 2.0 and Going For the Win

January 15, 2017

 Communications is often sold as a commodity. What once cost dollars a minute is often free today but everyone knows that if you can find a way to take a commodity product and alter it – even slightly, you can charge more and become very profitable. Starbucks is a great example and so are the numerous frozen yogurt chains around the country able to charge more per customer than analysts ever thought was possible.  

In a recent conversation with 8x8 CEO Vik Verma, he explained his vision for the hosted voice company and the market as a whole.

ERICA Wants to be Your Contact Center Agent, All of Them

January 12, 2017



Automation is indeed sweeping industry after industry - Amazon just ordered 45,000 new robots, the U.S. Military is sending drone swarms from airplanes and AI is helping all companies become more productive and efficient. Recently we wrote about ERICA from Mobilize - an automated contact center solution which minimizes the need for live agents.

We received numerous questions about ERICA so we reached out to Loris Johnson Vice President, Strategy and Business Development at Mobilize to learn more. Here is our interview:

How did you come up with the idea of ERICA?






Mobilize Hopes to Boost Contact Center ROI

December 12, 2016

As automation touches every aspect of business, the contact center remains no exception as the move to improve this business has been constant from the PC-based software solutions like Telemagic in the eighties, CTI in the nineties, IP communications in the last decade and now the advent of intelligent agents or bots. While automated agents are available in a number of forms, ERICA from Mobilize is designed to be something new, different and more evolved.

Consider it to be an object-oriented IVR solution allowing rapid customization of the IVR without direct programming. Their Agent Maker software is supposed to be the solution to complex development needs.



New Skype Spock Chatbot Dissapoints

August 5, 2016

Will the Clinton Vs. Trump Outsourcing War hurt your Business?

July 27, 2016

With tens of millions of jobs lost in the U.S. due to outsourcing (including contract manufacturing), we can expect the topic to be a huge talking point until election season ends. Typically, you would expect the Democratic candidate - Clinton to be anti-outsourcing and the Republican - Trump to be against.

Surprisingly though, in this case, Trump is the anti-free trade candidate - actually he says he wants fair trade.



Now, there's this, a new ad from super-PAC, Rebuilding America Now which shows Clinton speaking at a closed door meeting and saying there is no way to stop outsourcing. The speech coincides with a $5 million dollar donation from an Indian politician to the Clinton foundation.

At the end of the ad - an Indian speaker says "That's good news for a lot of us," implying she is giving a speech to the people who are doing the outsourcing.

The allegation is she got paid off to ensure there is no stopping outsourcing.

Ad Age tells us the Clinton camp tried to get the networks to stop running the ad but instead drew more attention to it.











Zang to Grow Communications PaaS offerings at All About the API

July 20, 2016

Here at the All About the API 2016 show in Las Vegas I got a chance to catch up with keynoter Davide Petramela to talk about Zang. The company is a division of Avaya focusing on Platform as a Service – it isn’t unlike Nexmo or Twilio but the difference may be the Avaya tie-in meaning, the company can draw on years of telecom heritage and experience.

In some ways, it may be closer to Kandy from GENBAND.

His keynote focused on Disrupting the Pace of Innovation where he said, "The next level of innovation in the digital economy is driven by the ability to embed communications right into cloud-based applications.” He continued, “Zang is on the forefront with dramatically simple tools and APIs that enable developers and designers to build their vision in a heartbeat."

With Polycom, Siris Capital Builds Impressive UC Holdings

July 11, 2016

Many where caught off guard when they learned Siris Capital outbid Mitel for Polycom but there are some good reasons for Siris to have made this move. After the Mitel acquisition was announced, I detailed the good and bad about the deal.

Here were the two comments which I placed in the bad category:

Bad: Polycom most logically should have ended up merging with Plantronics IMO – the companies are geographically close to one another and the synergies between headsets and other endpoints seemed like a perfect fit. I’ve thought this for many years.
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