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Cloud Computing

Jabra Responds To Evolving Workplace with Engage 65, 75

April 15, 2018

After exhausting interviews with 400 call center professionals and IT administrators, Jabra set out to design headsets for the evolving workplace. Respondents told them, automation was handling the easy tasks leaving the higher value phone calls to be handled by agents. 

Also, as rents have climbed, office spaces have gotten smaller and noisier. Open office environments certainly have to be an issue as well.

CounterPath Now does Collaboration

April 15, 2018

President and CEO Donovan Jones



Years before it was fashionable, CounterPath had a soft-client, allowing an app to give mobile devices compatibility with virtually all SIP phone systems. The company's Bria softphone was so ahead of its time, it is pretty incredible that CounterPath hasn't become a household name.

Perhaps that will change as the company recently launched its Stretto Platform for collaboration. We aren't sure we are huge fans of the name Stretto but we are fans of the solutions the company offers. CounterPath can now overlay seamless collaboration on all PBXs. All this while, providing provisioning, battery saving technology, messaging, presence and more.

The benefits become clear when you think about it.







Could Scheduling Logins Make us Safer?

April 12, 2018

Hackers are relentless. Today it was discovered the Consumer Financial Protection Bureau (CFPB) suffered at least 240 data breaches and another 800 suspected hacks, according to Mick Mulvaney, the acting director of the bureau in congressional testimony.

The City of Atlanta has been in lockdown due to ransomware for a number of weeks. The National Cybersecurity and Communications Integration Center or NCCIC just announced they have observed an increase in ransomware attacks across the world. The FBI issued a virtually identical warning in May of 2017.

In the last few weeks alone it was reported Lord and Taylor, Saks, Sears and Delta suffered breaches.

If it isn't obvious, corporations are not prepared.





NewVoiceMedia Brings Salesforce AI into the Contact Center

April 7, 2018

Artificial intelligence is permeating every sector of business including customer contact and NewVoiceMedia is doing its part to help improve productivity as you embark upon digital transformation.



John Eng (pictured above), CMO explained they make Salesforce Einstein real-time... They eliminate the need for batch processing meaning more rapid insights. In addition, built-in Einstein dashboards allow businesses to more easily analyze customer conversations which are automatically made available in Salesforce to unlock valuable insights across contact center and CRM data.

Conversation Analyzer uses speech-to-text to transcribe calls and deliver intelligent content categorization for actionable insights into the business. With built-in Einstein dashboards, businesses can refine how they boost their successes and manage challenges more efficiently, helping ensure every conversation is successful.





Nectar and Plantronics Ear-to-Ear Diagnostics to Boost Call Quality

April 2, 2018



The quality of phone calls varies for a variety of reasons from network congestion to weak headset batteries and wireless interference. This is why Nectar Services partnered with Plantronics to build an Ear-toEar (e2e) solution allowing the enterprise and carrier to track call quality across core networks, the internet/intranet and to agents answering phones.

With this new capability, service providers and enterprises can resolve issues faster, ensure superior call quality across the network and improve customer service. In an in-person interview with Tom Tuttle (right), SVP, UC Strategy & Global Alliances and Tim Armstrong (below), VP, Microsoft Practice at Nectar Services, explained they can measure call quality in real-time throughout the duration of the call.

They explained the increase in BYOD has become an issue which enterprises have to deal with when trying to provide superior call quality to workers and customers.

Nectar looks at the health of the platform, SBCs, clouds, network and endpoints, looking for router or WAN-segment issues.

“Correlation between user sessions and network health has always been our strength," said Tim Armstrong.

“As business communications services continue to evolve, it is paramount that the quality of those services remains superior. The last thing any business wants is to lose a potential customer or sale because of jittery VoIP,” said Jon Arnold, principal analyst, J. Arnold & Associates.











Genesys Bought Altocloud Because AI is the Future

March 22, 2018



Genesys has completed the acquisition of privately-held Altocloud Ltd., a cloud-based customer journey analytics provider founded and led by CEO Barry O'Sullivan.

We predicted the sale some years back:

"One last comment worth making is I perhaps have never seen an acquisition candidate so perfectly positioned - assuming the company is even moderately successful. The marketing automation and  communications companies will likely look to grow their organizations into the space in the middle so Avaya, Cisco and Marketo are a few to watch. In the end, it seems to me that Oracle followed by Salesforce are the best acquisition candidates. Time will tell but you read it here first."

Barry told us when he founded this company that "Marketing is eating sales." He continued, "A nurtured lead is a far better prospect than a cold call."



From our exclusive interview in 2014:
By categorizing customers into groups, the cloud-based Altocloud solution makes suggestions on which agent would be best to talk with a specific customer at the time they place a call.








Talkdesk Really Differentiates with Enterprise Contact Center

March 19, 2018



In a short amount of time Talkdesk has amassed 1,400 global customers according to an exclusive interview we had with CEO, Tiago Paiva (above left; Yours Truly on the right).

We've followed his company's progress since inception and through sheer will and a tremendous investment in engineering and development, the company has lured away many customers from not only legacy systems but other cloud providers. They bill themselves as a next-gen cloud using microservices, an API-driven CPaaS communication layer, built-in SMS, omnichannel and many integrations like Salesforce and ServiceNOW. They also have adopted the latest cybersecurity standards and guidelines such as SOCII, BPDR, HIPAA and PCI-DDS.

Talkdesk AppConnect



Tiago explains much of the reason for the company's rapid growth is due to the fact that nobody likes their contact center solutions. By focusing on things like quick set-up (about four weeks), free online training, AppConnect app store, custom dashboards, self-service changes and  data-based routing, the company's commitment to innovation is leading to market share gains.

Talkdesk Data-Based Routing



In addition, the system has an average 4.22 MOS score, greater than 99.99% uptime and six global data centers.

Customers include IBM, MongoDB and companies whose names we can't disclose.













The Real Reason Trump Blocked the Broadcom, Qualcomm Merger

March 13, 2018

U.S. regulators will often stop mergers and acquisitions because they are bad for the public in some way. Too much market control could inflate prices wildly, etc. When deals are killed it isn't always obvious why.

CafeX Sees Call Center Converging with CRM

March 12, 2018

CafeX EVP Sajeel Hussain sees a convergence between the CRM space and contact centers and he's in a great position to know as the company's Live Assist provides omnichannel capability to potentially 10 million Microsoft Dynamics 365 customers via chat co-browse and video capabilities. 




The solution comes out of the box with Microsoft Dynamics 365 and the companies codeveloped the solution and have a Joint roadmap. The Azure cloud-based solution has delivered 4,500 trials in 12 months and has had 65 customer wins such as HP, District M and the NHS in the UK.

According to Sajeel the biggest pain points his company takes away for customers are are as follows. 






3Cinteractive Brings CMS and Orchestration to RCS Marketing

March 8, 2018



Thanks to RCS, rich messaging will be the default on all mobile devices meaning companies will have the ability to provide superior messaging and marketing to all customers according to Brian Heikes, VP, Product Mangement and Solutions at 3Cinteractive.

They recently launched some of the first campaigns on the Sprint network when they announced their RCS A2P deployment. Prior to this change, Sprint just allowed P2P RCS capability or person-to-person messaging. Now with the MAP solution, organizations now have the full power sending rich marketing messaging to all consumers.

In addition to the benefit of having RCS work on all handsets, its use allows companies to avoid needing to go through a BigTech gatekeeper who mines the data to sell competitive advertising.

In other words, if you look at the Facebook business model - the first step was to get companies to bring all their customers to the Facebook network by liking their pages. The next step was to charge companies for access to their own customers via algorithm changes and advertising.







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