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Cloud Computing

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.

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.

MWC 2013 Day One Trends

February 26, 2013

After a day of meetings there are some strong takeaways from the first day of Mobile World Congress in Barcelona. Interestingly devices played a large and yet small factor in my analysis. First off The Sony Xperia Z tablet was shown off here but crowds were lackluster. In examining the device I was amazed at how thin and light it was - it seemed like a larger iPad Mini in terms of weight and the feeling in the hands.

ITEXPO Miami 2013 and Startup Camp7, Waiting for Sculley

January 31, 2013

It's the second day of ITEXPO - I am at StartUp Camp7 listening to startups pitch the audience and panel on why their applications are the best. The founder of ProtegGO is speaking right now - he seems to have the audience interested. The idea behind the app is tthat a few minutes can save lives in an emergency. the app alerts 15 people in the event of an emergency.

Video is the Recurring Star

January 29, 2013

There is an insatiable demand for content of the video variety. It is so great in fact that sports networks like ESPN are getting an outsized portion of your cable bill. The network in fact gets more than $5 per subscriber per month regardless of whether you ever watch their networks. Cable and IPTV companies for their part are in quite a pickle as more subscribers drop their service altogether for OTT competition.

Latest ITEXPO Miami 2013 Show Daily

January 25, 2013

Xirrus XR-520 AP For Smaller Areas

January 24, 2013

Xirrus is known for large-scale WiFi systems and conferences and stadiums are a typical area where you will see the company’s products. It seems however there are times when Xirrus customers want to WiFi enable smaller areas. For this reason the company rolled out the XR-520 AP which they tout as the only software-programmable AP in its class with a radio that can run in either the 5GHz or 2.4GHz bands.

Lest you think the company is competing with the likes of the consumer router/AP companies whose products you can pick up in Wal-Mart and Best Buy – fear not… Xirrus touts the inclusion of significant horsepower in the form of a dual-core Cavium network processor.

It's an App Eat App World

January 17, 2013

Peter Bernstein has a great analysis piece on how the Unilever/Slim-Fast empire is struggling in-part because the company was too slow to come out with an app as well as the fact that other competitors have expanded their offerings to match the company or even take the lead. Personal experience has shown that the majority of my friends and acquaintances are now using apps to track their fitness – running and/or eating via calorie counting.

It’s amazing to me that even a company which profits handsomely from items sold in grocery stores can lose share because it didn’t provide apps on smartphones. This is in contrast to Starbucks who I tweeted about earlier this week – they really think mobile and social are crucial to their future.

Tomorrow's Cloud, Optimized by Plantronics

December 19, 2012


Most people think of the cloud as being removed from the local environment because, after all, it requires the addition of a browser to access. But thanks to innovation from the people at Plantronics, the cloud can now reach through the browser and be closer to the user than ever before. In fact, the company has an SDK, which for the first time bridges the worlds of mobile and enterprise communications as well as computing. While CTI or computer-telephony integration is not a new concept, Plantronics uses its Spokes software as communications middleware to seamlessly connect mobile telephony with cloud-based or on-premise enterprise software.

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