contact center tag
25 result(s) displayed for contact center (1 - 25 of 88):
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...
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...
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...
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....
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...
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...
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...
Leverage Social Influencers with Pursway
Human beings are extremely social creatures and the term social networking which we often tie to the electronic world of blogs, Facebook and Twitter is really just an extension of what humans did before the age of computers and interconnected...
Some TMC Newsroom Videos from DC
As you may recall, some of my team has come down to DC to interview companies in the local area. Here are some of the first videos for your viewing pleasure. Apple users can click on the company names for...
Communications in the Cloud Webinar
As the move to the cloud gathers steam, the competition has grown substantially and a trend worth watching is what happens to the pure-play cloud communications companies when the CPE competition migrates to the cloud as well? Recently Joe Staples,...
Apple Shows the Success of Sticker Marketing
My mother received an iPad from the family on Mother's Day and when she opened the box I noticed there was no user manual but there was an Apple sticker. How amazing I thought that customers are accepting of being...
VanillaSoft: Social Media Important in Sales but Watch Time Waste
I recently sat down with Ken Murray - President & CEO VanillaSoft to discuss his views on social networking, prospecting and making more sales. His company sells a solution which helps companies manage leads more effectively by providing an autodialer,...
Nimble Will Rock Your Social CRM World
When it comes to CRM, Jon Ferrara may be one of the most important people you don't know. If we go back a bit to the mid-eighties the call center/CRM market was dominated by a company called Brock Control Systems....
Epygi Adds PBX Features, Moves Upmarket
One certainty in the world is that feature wars often get fought in the battle to win the most customers. If you don't beleive me, think of how few features your car had 15 years ago compared to today. In...
Sytel Limited Expands to US
Sytel Limited. A company with a strong dialer and scripting engine is expanding into customer service, media blending and more recently, the US. As more customers look for SMS support, Sytel allows these short messages to be integrated into the...
