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Nuance Brings Artificial Intelligence to the Omnichannel World

The robots aren’t coming, they are here is all I could think of today as I mulled over my notes from a...

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NFV Vendor Challenges Part 2

How will the software in NFV networks interact? Via a Management and Orchestration (MANO) layer.

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Rapport Open APIs Increase Employee Productivity

By: Richard Hatheway, Director, Enterprise Communications Product Marketing, Rapport for Large Enterprise, Alcatel-Lucent

What is one of the biggest factors affecting employee productivity today? Recent studiesby the National Business Research Institute and the Pew Research Center indicate that not having the right technology tools to do their jobs is one of the most critical. From something as simple as having a cell phone to as advanced as having a customized app, having the right tool provides employees with a productivity boost.

Unfortunately though, many large enterprises are unable to take advantage of advances in technology due to old or outdated infrastructure and ICT technology silos. In addition, being locked in to one technology vendor often stymies the enterprise from being able to update the tools necessary to increase employee productivity.

For instance, something as simple as developing and deploying a new app is often a frustrating experience, as the enterprise must submit a request to the technology vendor for a new app to be developed, then wait until the vendor adds it to their development queue before finding out when to expect it. This often takes months, if not longer.

In the meantime, instead of waiting for the new app, many employees take the “shadow IT” route. They download rogue (i.e., non-IT-supported) apps that will allow them to move forward with at least some of the functionality they seek, even without IT support. While this work-around may provide some degree of productivity enhancement for the employee, wouldn’t it be better if the enterprise was able to either plug in existing best-of-breed third-party apps or develop and deploy its own apps without having to wait for a vendor to become involved?

Alcatel-Lucent thinks so, which is one of the reasons our new solution, Rapport™ for Large Enterprise, is generating so much interest. Rapport is a private cloud-based communications and collaboration solution designed specifically for the large enterprise.

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Versay Solutions Moves to Support the Omnichannel World

A company known for professional services in the contact center – Chicago-based Versay Solutions has more recently applied its skills in analytics...

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Splice Software Uses the Power of Analytics to Expand its Product Line

Big data and analytics have had a huge impact on numerous spaces and certainly marketing is one of these areas. Perhaps the...

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Jet.com The .Good the .Bad and the .Ugly

The .GoodI’ve been using Jet.com for a few weeks and so far I have found the selection to be about 20-30% of...

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VoicePIN Voice Biometrics Brings New Tech to Phone and Apps

The biometrics market has been around for decades but never achieved widespread acceptance until after Apple rolled out TouchID. Laptop makers...

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Tom Keating Vents On Speeding

April 22, 2005

Having just done a whirlwind tour of Massachusetts I can tell you that the police are out in force. On the way up from Connecticut, we say about 5 speed traps or an average or one every forty miles or so. Devices used varied between laser and radar and a number of cars were in the process of having tickets issued as I passed by.

I didn’t think much of it until I returned and read Tom Keating’s blog about the Undetectable Speed Detector which basically uses a camera and a computer to determine speed. No laser and no radar means nothing to detect which means speeders are screwed.

SIPquest Gets Funding

April 20, 2005

Boston Roads

April 20, 2005

Boston is an enigma to me. You can't find your way around the city as the streets are constantly changing. Internet mapping services are useless and automobile based GPS doesn't really work either.

It's the Big Dig which cost billions and some residents tell me has only slightly improved the traffic situation in Boston. For a fun exercise try finding the airport from downtown.

Rates Technology Inc.

April 19, 2005

I have been hearing more and more rumblings in the VoIP industry regarding Jerry Weinberger of Rates Technology Inc. (RTI). I don't get too many people coming to me about patent issues so when I heard about this company, I decided to delve into this potential story a bit more. What intrigued me is that apparently RTI has no products... They exist to collect revenue from other companies.

I did some research and found that Rates Technologies has sued Nortel, Sharp Electronics and others.

Linked In

April 19, 2005

I must admit, I have never used Linked In for anything useful. I keep getting e-mail invites to join others in their networks. So far I have joined with many people and am not sure what the end-game is. I have heard of others using such social-networking products to get things accomplished.

Empirix Tests Siebel

April 19, 2005

Empirix has integrated Hammer Service Assurance for Siebel and e-Load with Siebel 7.7 Business Applications. Empirix's Hammer Service Assurance for Siebel ensures end-to-end contact center application performance under real-world conditions. Empirix's e-Load is an automated performance testing solution for Web-based applications. Siebel Systems' multichannel offerings allow organizations to intelligently manage and coordinate all customer interactions across the Web, contact center, field sales/service force, branch/retail network and indirect and partner distribution channels.

VoIP Funding Picks Up

April 18, 2005

I was under the impression that VoIP funding had slowed until I received this. The company is focusing on the high-end of the service provider market according to this release. At a certain point I was concerned about the funding level VoIP companies were receiving. I as concerned about overfunding and a new bubble being formed.

Adobe And VoIP

April 18, 2005

Off to DC

April 18, 2005

Off to DC to speak at the ATA about the future of contact centers. I am flying out of the Westchester airport and am pretty excited that I don't have to fight Long Island or Queens traffic just to catch my flight. The airport is about 20 minutes from my house. Only problem is that there are few flights out of Westchester so if you have a cancellation, you are in a bad situation.

Microsoft's New Ad Campaign

April 18, 2005

Microsoft launched a new campaign targeted at getting more people to use Windows XP. The New York Post has an article says this campaign will tie the company over until 2006 when Longhorn (that's the code name anyway) will be delivered. The cost is under wraps and one wonders why the company decided to do this now. Are they afraid of something?

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