contact center

Funny Customer Service Video

If you are Visa, you have to be a bit miffed that this video is floating around touting your poor customer service. As I have been saying for a while now, in an age of social media, you have to...

Social Media is Mainstream Media

Here is my Publisher's Outlook which will appear in the March 2010 issue of Customer Interaction Solutions Magazine. I hope you find it useful Last month I spent some time discussing how social networking will impact your company on search...

One Line, Multiple Caller-ID

A while back I saw research showing a much higher rate of answered calls if they originate from the same area code. After researching for a while I can't find the source for the information but it is an intuitive...

Will Avaya's Nortel Acquisition be a Success?

Avaya recently completed its acquisition of Nortel's assets and the most important question in the enterprise communications space for 2010 is what happens next. Avaya and Nortel were two of the industry's most dominant players and also fiercely competitive -...

Teach a Man to Fish as Unemployment Cure

As international outsourcing claims more jobs, two things happen - unemployment in developed nations increases and companies lower their costs. As sad as this is for now unemployed workers, it is a byproduct of automation - the internet and IP...

Broadsoft: The 800-Pound Call Center Gorilla

The behind the scenes company powering a call center near you In the year 2000 when society was in the midst of realizing how technology and the internet in particular was going to change the world, I noticed there was...

Nortel: Unified Communications Reduces Healthcare Costs

Companies have spent hundreds of millions of dollars over the decades to ensure their contact centers are as efficient as possible. In a business where you have hundreds of agents in a call center you have to worry about any...

ITEXPO West 2009 Keynote: Dr. Don Brown

After an introduction for me, Dr. Don Brown, a true communications visionary and veteran began a presentation at ITEXPO West 2009 which asked where the value was in communications. He explained CEBP and unified communications were terms made up by...

PAETEC Chairman and CEO Arunas Chesonis ITEXPO West 2009 Keynote

PAETEC Chairman and CEO Arunas Chesonis was the final keynote speaker at ITEXPO West 2009 and got things kicked off with some great music and energy. In an energetic opening he shook up the crowd with flash as well as...

ShoreTel CEO John Combs ITEXPO West 2009 Keynote

John W. Combs took the stage at ITEXPO West 2009 to kickoff the keynote addresses of the show. Speaking to a packed room he explained how communications and technology can be integrated to change how information technology professionals are viewed...

Facebook and Twitter Advice from Avaya at ITEXPO in LA

Just before ITEXPO in Los Angeles Sept. 1-3 be sure to check out the Avaya session titled Technology on Tap: The Social Enterprise - Are you ready for it? This is where you can learn how to integrate Facebook, Twitter...

Google and Enterprise Search

One of the constants in the enterprise is a proliferation of systems and data which is directly responsible for increase storage needs. This last fall in fact IDC predicted a 62% CAGR for unstructured data. Moreover enterprise storage as a...

Avaya Purchases Nortel Enterprise Assets

The highly anticipated news of Nortel's Enterprise Solutions business being sold to either Siemens or Nortel is here. The envelope please... And the winner is... Avaya - subject to bankruptcy bidding rules and court approval of course. Here are some...

Can Deflation Create US Jobs?

Over the past year it has become evident that deflation is a driving force of the US economy. Margins are being squeezed in virtually all businesses. Even areas of the market where you might think there is pricing pressure don't...

CRM and ERP Integration Analysis

There is no question this economy has forced virtually every household and business to economize but it has done more than that... It has made most companies think long and hard about how they can become more productive and efficient....

Nectar Services Provides Hosted Avaya VoIP, SIP Trunking

Companies in the IP communications space have never been so laser-focused on ROI as they are today. Avaya for example makes sure to mention the cost savings benefits of IP communications every chance they get. According to David Giangano President...

TMCnet for iPhone, Asia, Jobs, Cable, Satellite and More

As TMCnet has expanded I have to admit it is tough to keep track of all the sites we have which can help you in your job. To that end I decided to take a moment and list some of...

Who is Bidding on Nortel?

According to the Wall Street Journal, there are a number of companies vying for pieces of Nortel. The LTE research and carrier groups may go to Nokia Siemens Networks or NSN if the JV between Nokia and Siemens has its...

RightNow Technologies Optimistic About Future

Last month I reached out to Greg Gianforte the CEO of RightNowTechnologies regarding how his company is doing. Why? Well the hosted communications/call center/CRM market seems to be doing better than others as a result of reduced CAPEX budgets and...

Transera, OneChip Photonics, Apture and JahJah Funding a Trend?

Today, I came across a number of funding announcements and it has been some time since I have seen four in the same day. The first big news is from Transera where they raised $17 million to grow their hosted...

Interview With Spanlink's Scott Christian

Are companies really cutting their investments in customer acquisition and retention in this economic climate? I have known the management of Spanlink Communications for years but haven't covered them in a while. Today I got a chance to speak...

TMCnet Adds 40th Blogger, Keeps Growing

TMC has been aggressively adding new bloggers to its arsenal of content which attracts 2-3 million communications and tech decision makers worldwide each month. We are now at blogger number 40 and counting. We are still aggressively recruiting many more...

Aspect Makes Performance Management Acquisition

Combined entity to provide enhanced performance management, coaching, employee review and workflow functionality Aspect has done a great job rolling up a number of call center companies and even in a slow economy is not letting up. In fact, the...

Why CRM is More Important Now Than Ever

It is no wonder that in a slowing economy there is an increased focus on customers, CRM technology and practices. Many companies are cutting in these areas and they are sure to suffer in comparison to companies who put the...

A Tale of Bribery, Cockroaches and Raid

One of the most fascinating articles I have read in a long while is about the Siemens global bribery scandal where the company spent $1.4 billion on bribes from 2001 to 2007. Of that, get this - telecom accounted for...

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