22 result(s) displayed for contact center (1 - 22 of 22):

ITEXPO TMC University Courses Expanded

I promised yesterday that we would be devoting great focus to ITEXPO this week and to kick things off I want to ensure you are aware of the TMC University courses which will be offered at the show September 16-18,...

Posted on June 26, 2008 12:45 PM

ITEXPO TMC University Courses Expanded

I promised yesterday that we would be devoting great focus to ITEXPO this week and to kick things off I want to ensure you are aware of the TMC University courses which will be offered at the show September 16-18,...

Posted on June 26, 2008 12:45 PM

The Importance of Communications

Do we realize the importance of what we do? I have been thinking about this question a great deal lately. I see the amazing technology being developed by the entire industry and I just can't help but wonder - do...

Posted on June 21, 2008 5:07 PM

Salesforce.com Grows 50%

If you have any doubts about the growth of CRM and the growth of SaaS models, I advise you to consider the fact that Salesforce.com just announced earnings up 52% for the quarter -- year-over-year. Here are some financial stats...

Posted on May 24, 2008 8:42 AM

Alorica Adds Jobs

In a slowing economy where many industries are shedding jobs, it is great to see a company in the call center market adding. California-based Alorica will be adding 500-600 new jobs in Indiana in the next year and a half...

Posted on May 17, 2008 4:00 PM

Podcast: Broadlook Technologies - Co-Founder Broadlook Technologies

Are CRM and SFA tools only as good as the data they contain? You bet they are. This is exactly why I invited Dan Hughes the co-founder of Broadlook Technologies on a TMCnet podcast so I could learn more about...

Posted on April 20, 2008 12:04 PM

EsnaTech Grows the Google Ecosystem

One of the latest trends I have noticed is integrating disparate solutions into Google's suite of applications. Just this month in fact, two companies in the communications and CRM spaces have decided working with Google more closely makes a great...

Posted on April 17, 2008 8:29 PM

Caribbean Outsourcing

Many people think India when they discuss outsourcing but it is interesting to note that the market for BPO/teleservices is much larger than a single country. Case in point is a company called e-SGI. I read about them in an...

Posted on April 16, 2008 8:12 AM

Google and SalesForce Enhance Relationship

It was over a year and a half ago when I had a chance to listen to Marc Benioff talk about how his company's software would be integrating with Google to provide a mashup allowing companies to better track their...

Posted on April 14, 2008 7:19 AM

Second Life Meets the Call Center

You have heard me discuss how contact centers could connect with virtual worlds and moreover how virtual worlds could connect with e-commerce. One of my most recent posts is titled Virtual Customer Interactions and in this post I give an...

Posted on April 11, 2008 3:42 PM

SalesForce.com Satisfaction Ratings

I was just reading an article from TMCnet's David Sims where he talks about SalesForce.com satisfaction ratings and I was blown away. Why? the company recently surveyed over 4,000 of their users and 94% said they definitely or probably will...

Posted on April 8, 2008 6:16 AM

Live Communications Webinars

How do you stay up to date on the latest in communications and technology without leaving your desk? One of the best ways is with a webinar which allows you to sit comfortably in your office while you learn from...

Posted on April 7, 2008 6:26 PM

Motorola's Helpful Help Desk Solution

As carriers look to add more and more services to their portfolio of products, it is apparent that support costs will continue to increase in direct proportion to the concurrent services offered. Sure, there are some services which have fewer...

Posted on March 31, 2008 9:28 PM

Microsoft's Call Center Push

There is a level of excitement in the call center space I haven't witnessed since VoIP began transforming the call center into the contact center. Over the years, we have seen technology after technology change the way contact centers work...

Posted on March 22, 2008 5:47 PM

Communications To Fuel Global Economy Growth

Infonetics pegged PBX growth at 7% last year and they further mentioned that companies are beginning to slowly see the benefits of IP-PBX systems beyond the typical costs savings associated with lower phone bills. With unified communications software now available...

Posted on March 20, 2008 8:20 PM

Outsourcers Abusing Work Visas?

The clash between U.S.-based companies and outsourcers continues as outsourcing companies such as Infosys Technologies, Wipro, Cognizant Technology Solutions and UST Global who are either based in or have the majority of their workers in India are bringing thousands of...

Posted on March 10, 2008 5:49 PM

Aspect Brings Unified Communications to the Contact Center

In 1997 TMC decided to launch a magazine titled Internet Telephony to cover what we hoped would become a huge IP communications industry. A few years later, contact centers saw the technology as a great way to take advantage of...

Posted on March 9, 2008 8:54 AM

Call Center Flash Demo

Over a decade ago I came across Interactive Intelligence, a company who looked at the call center space as an area ripe with opportunity. They decided to market products which did exactly the opposite of what others were doing at...

Posted on October 4, 2007 6:22 PM

PerformanceEdge

For many companies with thousands of call center agents the concept of optimizing contact center performance is akin to optimizing the US government. In either case you must ask yourself how you know when you are truly optimized and the...

Posted on September 10, 2007 12:21 AM

Nice Systems

Brian Spraetz, Senior Product Marketing Manager NICE Systems Inc., recently sat down with me (virtually over e-mail :) )to discuss IP communications and NICE’s upcoming presentation at ITEXPO.   NICE Systems is the leading provider of Insight from Interactions, offering...

Posted on September 7, 2007 8:41 AM

Interesting Reading

  Here are some things to keep you busy this weekend. Some articles in the IP Communications and contact center spaces followed by some events worth registering for. All of these are TMC articles and events btw. Enjoy!  ...

Posted on June 9, 2007 10:21 AM

Speaking at the ATA next week

Yes I am on my way to Louisville, Kentucky to speak on VoIP to a group of hundreds of resellers and next week I get the privilege of addressing a different group altogether – contact center executives. What I like...

Posted on April 18, 2006 6:24 PM