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Rich Tehrani
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How Nuance is Powering the Voice Economy

It's no secret that voice interfaces have become one of the most successful product categories in recent years. With the price point of smart speakers dropping to the same level as a week's worth of Starbucks, many consumers have filled...

Jabra Responds To Evolving Workplace with Engage 65, 75

After exhaustive interviews with 400 call center professionals and IT administrators, Jabra set out to design headsets for the evolving workplace. Respondents told them, automation was handling the easy tasks leaving the higher value phone calls to be handled by agents. Also, as...

NewVoiceMedia Brings Salesforce AI into the Contact Center

Artificial intelligence is permeating every sector of business including customer contact and NewVoiceMedia is doing its part to help improve productivity as you embark upon digital transformation.John Eng (pictured above), CMO explained they make Salesforce Einstein real-time... They eliminate the need for...

Nectar and Plantronics Ear-to-Ear Diagnostics to Boost Call Quality

The quality of phone calls varies for a variety of reasons from network congestion to weak headset batteries and wireless interference. This is why Nectar Services partnered with Plantronics to build an Ear-toEar (e2e) solution allowing the enterprise and carrier to...

Sharpen adds AI and Cloud to Agent-First Contact Center

Sharpen provides a cloud-based agent-first contact center solution with simple pricing and AI-powered in-line training, microlearning, and conversational coaching.The company hails itself as the solution to these problems: Slow Release Cycles Expensive New versions Clunky/Confusing UI No/Limited API’s Expensive to...

Genesys Bought Altocloud Because AI is the Future

Genesys has completed the acquisition of privately-held Altocloud Ltd., a cloud-based customer journey analytics provider founded and led by CEO Barry O'Sullivan.We predicted the sale some years back:"One last comment worth making is I perhaps have never seen an acquisition...

Talkdesk Really Differentiates with Enterprise Contact Center

In a short amount of time Talkdesk has amassed 1,400 global customers according to an exclusive interview we had with CEO, Tiago Paiva (above left; Yours Truly on the right).We've followed his company's progress since inception and through sheer will and...

CafeX Sees Call Center Converging with CRM

CafeX EVP Sajeel Hussain sees a convergence between the CRM space and contact centers and he's in a great position to know as the company's Live Assist provides omnichannel capability to potentially 10 million Microsoft Dynamics 365 customers via chat...

Accelerite Brings IoT to Non-Developers

At this pint we have all heard endless times IoT will be a multibillion dollar market, hundreds of billions of devices will permeate our world and the flood of data produced by myriad sensors and gizmos will need to be...

Why IoT Companies Will Soon be Chasing Lumavate

Few people have heard of Lumavate but at the conclusion of this post you'll be convinced that they likely point to the future of at least one segment of the IoT market.Before we get into the company, lets delve into...

Tunnel is the Professional way Call Centers Text Customers

WhatsApp revolutionized consumer texting. Slack did it for business. Tunnel wants to do it for call centers. There is no shortage of vendors who will allow your call center to send text messages via an API. There are also numerous...

Samsung's Service Problems may have Doomed it for Years

Apple's biggest global competitors are Samsung, and coming soon, Xaomi and Huawei but only Samsung has the global name recognition to be a serious counterbalance to Cupertino today. With the recent poor handling of battery-gate surrounding the Galaxy Note 7,...

API of the Week: Scribe Software Powers Integration

One of the biggest challenges developers have to deal with relate to managing all the programming interfaces from various systems and solutions. Getting sales and back office systems to communicate effectively with CRM and accounting are just a few of...

API of the Week: GupShup Powers Omnichannel Messaging

Intro: Gupshup is a smart messaging platform that offers advanced developer tools for messaging - handling over 4 billion messages per month. It enables developers to build bots for SMS, Twitter, Slack, WeChat, Teamchat and messaging apps with a unified API....

BroadSoft's Big Opportunity: Contact Centers

After spending more than a decade selling solutions which allow carriers to resell UC solutions, BroadSoft has decided the call center is its next big opportunity. By acquiring Transera, BroadSoft is positioned well to provide cloud-based call center solutions to...

Zultys Upgrades its Communications Software

Unified communications vendor Zultys has been hard at work coming up with a new release and since it’s been a while since I’ve had a chance to share what they are up to, I reached out to interview Neil Lichtman,...

Salesforce and Microsoft Skype for Business Collaborate

Microsoft and Salesforce are getting cozy: The two have decided to extend their strategic partnership to connect their productivity apps and services, with the end goal of more personalized, customer-driven sales activities, achieved through streamlined collaboration. The two leaders plan to...

GENBAND Perspectives 15 Live Blog #GBP15

Welcome to the Perspectives live blog for 2015. A follow up to blogs from 2014, 2013 and 2010.The live blog officially starts tomorrow at 9:00 am - to get up to speed I met with Catherine Berthier, Sanjay Bhatia and...

ITEXPO Miami 2015 Preconference News

Regardless of whether you made it to ITEXPO in Miami or not - these are some of the important happenings at the show produced by the team at TMC's Content Boost dicision which provides news, white papers and more for...

WebRTC Expo 2014 Atlanta Live Blog

Updated June 19, 2014 6:30 pm EST The webifications of communications is transformational and at its core its WebRTC says Phil Edholm as he kicks off WebRTC Expo in Atlanta at the Cobb Galleria. He says that WebRTC is...

GENBAND Perspectives 14 Live Blog

GENBAND Perspectives 14 kicks off this morning - expect the live blog here... Last night the company hosted a networking reception where I had a chance to speak randomly with one of the company's customers in Mississippi - an...

Interactions 2014 Live Blog

I'm here in Indianapolis, Indiana and will be live blogging the Interactive Intelligence Interactions 2014 event where I expect to break some big news. Moreover, I will be the MC of the CX Hot Trends (customer experience) Event which kicks...

22 Countries Looking to Win Free Contact Center Makeover

Some time back I shared with you that you could win a multimillion dollar call center makeover by filling out an application. I asked Interactive Intelligence, the company behind the campaign how much demand there has been for this contest...

Aspect's Voxeo Acquisition Bears More Fruit

Aspect has been expanding the capabilities of its portfolio as well as its deployment options. They have made a bunch of investments and acquisitions and they now have an extremely comprehensive omnichannel contact center capability in the cloud and on-premise....

Will You Win a Free Call Center Makeover Worth Millions?

Remember when I told you about the new Interactive Intelligence call center makeover which could be worth millions to your company? Yes, they will provide consulting, software, hardware (phones, etc.), interior design and more. This is your chance to get...
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