call center tag
25 result(s) displayed for call center (1 - 25 of 201):
How a Call Center Translation Service Went Mainstream
Virtually everything in our lives has gotten more expensive over the years such as housing, cars, postage stamps, food and energy and yet telecommunications and broadband service costs continue to plummet. This state of affairs is in-part due to Moore’s...
Interactive Intelligence Explores Small Call Center Roots
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...
NICE Systems at MWC2013
At Mobile World Congress 2013 in Barcelona NICE had a very compelling story regarding its multiple product lines which are generally analytics, security, financial and the contact center. In a conversation with Yaniv Zukerman and Eyal Kirshner I learned...
Oracle Customer Experience Live Blog
The event is about to begin.Judy Sim CMO takes the stageMark Hurd President takes the stage.Mark started off talking about the need for happy customers. Only 30% of customers can engage with customers on mobile - few of these people...
TMC Speaking at Aspect Event This Week
Erik Linask pictured below, on the left If you are going to the Aspect Customer Experience Event in Hollywood, FL this week, be sure to check out TMC’s Erik Linask who has a keynote presentation at 9:15 on Wednesday, June...
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...
