Call center tag
25 result(s) displayed for Call center (1 - 25 of 196):
Will Call Center Gamification Increase Productivity?
Recently I had a chance to speak with Oscar Giraldo and Ariel Cordiviola Palaia the CPO of Arcaris regarding his company’s new contact center performance management software named PLAYCALL which “gamifies” performance allowing agents to see how their performance ranks...
TMC Covering Cloud, 4G and Open-Source This Week
Quite often at industry events I hear people say they can’t believe how many events TMC goes to each year and moreover, they ask just how many conferences we cover each year. I haven’t done the math but it’s a...
New Interactive Intelligence Quick Spin Cloud Contact Center Trial Portal
Coming off the first six months of 2011, Interactive Intelligence enjoyed cloud-based revenue growth numbers of 58% while orders increased a whopping 146% during the same period. Moreover, the cloud accounted for 26% of the company’s total new order dollar...
The Turnover Epidemic and the Toll it Takes
As I look out at the technology landscape I find it surprising that replacements of marketing personnel whether initiated by the company or people resigning seems to be near an all-time high. As I have stated before, the job of...
ITEXPO: 8x8 Buys Contactual
Breaking news from ITEXPO West 2011 in Austin, Texas.Hosted communications, video and VoIP pioneer 8x8 has just purchased Contactual, formerly known as White Pajama. I have been visiting 8x8 for about 15 years and when you enter their HQ the...
Why Blocked AT&T, T-Mobile USA Deal is Good for Growth
Critics might say, in the history of M&A, it is difficult to recall one instance where more jobs were created as a result of two companies coming together. Yet this is the argument AT&T has been making for just less...
Got Big Telecom Data? You Need Infinity Ear from Empirix!
OK, this isn’t a real product name – yet but you could potentially help pick it – be sure to let the company know if you have a name for their new product line.I sat down with Tim Moynihan and...
Latest Trends in Speech Technology, CRM, IVR, Collaboration and Cloud Computing
Speech analytics in greater demand At the recent SpeechTek 2011 conference in New York I gained some great insight into the state of speech technology. For example, Jeff Schlueter of Nexidia told me his company’s speech analytics solutions have been...
Global Unrest is Tech's Fault
Protests, riots and flash mobs are popping up all over the world from Greece to London and Israel to the US. This past week we even saw a global stock market sell-off due to a Paris-based bank’s alleged financial problems...
Nuance Takes Speech Technology Literally into the Clouds
I recently spent some time at the Speechtek 2011 event in New York and while there I had a chance to speak with a number of companies including Nuance Communications and in my conversation with company representatives Dena Skrbina and...
Will Contact Centers Boost US Employment Again?
It was 1991 when the US was in the midst of a recession and economic development agencies worldwide started to court the editors of this publication to write articles about their location as attractive places to start a new center....
My Day of Shooting Videos in Dallas
I am here at the Joule Hotel in Dallas, Texas where I met with over a dozen companies in the communications and tech space today. The mood is very very optimistic - there was more confidence than my last trip...
Iwatsu Launches the TOS3000
I'm here at the Broadvox Partner Summit and have some news to break. Iwatsu has become Icon Voice Networks and one of it's latest new products is the TOS3000. IG6600 is the Beta name which is why you see it...
Voice Carrier Wants a Big Piece of the SMB VoIP Pie
The business VoIP market has a tremendous amount of growth potential based on a recent FCC report I highlighted last week. And perhaps the most exciting aspect of the market is there is no single leading player which comes to...
ITEXPO Wrap up from Voice of Asterisk
In case you missed ITEXPO or were looking for added perspective, Allison Smith, "The voice of Asterisk" has a summary of the show from her perspective. I have had the chance to speak with a few of the people behind...
Digium Asterisk World Keynote at ITEXPO
We are very excited to have Danny Windham, the CEO of Digium - the company behind the open-source, Linux-based communications server/PBX speak at ITEXPO as a keynoter. His participation is officially part of the collocated Digium/Asterisk World event and Danny...
Google Now Ranks Based on CRM
This past weekend I was fairly amazed to read about how a retailer of glasses with very high rankings on Google seemed to thrive on providing service which is extremely aggressive and even hostile. The site, DecorMyEyes.com has an owner...
Solid Video Ad Worth Watching
I just came across a video ad for the call center software company Calabrio which was very good - I really liked it. I am, like most people - inundated with advertising but in this case, I smiled and really...
Anana Enables Social Networking Dial-Tone
It was only a matter of time – social networking has permeated so many aspects of our lives that almost one-in-five divorces cite Facebook as part of the reason for the split! Moreover, in some countries a single text message...
BroadSoft BroadCloud a Smart Move
Moving from equipment to the cloud is very smart move and something I noticed many vendors at the recent ITEXPO in Los Angeles were focused on doing. Just as VARs and channel partner/MSPs have shifted from once selling hardware to...
Interactive Intelligence Announces Positive Preliminary Earnings
There are a few things I wish for regarding earnings in the tech space. I wish I had time to give my thoughts on every announcement I wish they were all as good as what Interactive Intelligence just accomplished In...
Must-Attend Networking Event at ITEXPO
Please be sure to come to the Bonaventure Brewing Company Patio at the Westin Bonaventure Hotel this Monday, Oct 4th, 5:30-8:30 PM for some of the best networking at the show. I have attended many events at this location at...
Improve Call Quality and Save Lives
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...
Truphone, GlowPoint, XConnect, In Store Solutions News and More
Today, TMC hosted a number of companies in the communications and technology spaces and it was a learning experience for all. Much news was broken and you can expect a torrent of related articles from my editors this week. TMC's...
Cloud Computing Boosts Data Center Market
Thanks to cloud computing, cloud-based storage, cloud-based contact centers, cloud communications and a mix of other services hosted in data centers worldwide, the data center market is booming. A solid article about the market comes courtesy of David Gross at...
