Category Archives for: Call Center and CRM

April 11, 2008

Plantronics SupraPlus HW251N-USB Wideband Headset

Rich and I reviewed the Plantronics SupraPlus HW251N-USB Wideband headset, featuring wideband codec support for use in VoIP applications such as Skype and Microsoft Office Communicator. Rich actually got two pre-production models and was kind enough to give me...


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April 9, 2008

Packet8 Virtual Office Adds Salesforce.com VoIP Plugin

Packet8 has always been at the leading edge of cool VoIP applications and products. Packet8 was the first to offer a videophone for their residential VoIP customers (see my review of the Packet8 Videophone) They're had several other firsts to...


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September 21, 2007

Pizza Hut goes VoIP

Pizza franchises live or die based on their ability to answer the phones as quickly as possible. If the customer has to wait on hold too long - or worse gets a busy signal, then the customer is going to...


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September 18, 2007

Web-based GUI comes to Frontrange HEAT

Users of the popular Frontrange HEAT software, a help-desk service & support CRM solution, have been clamoring for a web-based front-end interface for some time. Well, NetworkD informs me through blood, sweat, and tears they've added an HTML interface to...


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January 5, 2007

SunTec enables unified billing for Triple and Quad Play

SunTec is an interesting company that has been working with telcos to help these companies understand the importance of a singular customer view in the face of increased competition and disparate legacy billing systems. With triple play, quad play, etc....


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May 31, 2006

Webinar on Business Benchmarks and Processes

TMC has been at the forefront of customer relationship management (CRM) for over 30 years. TMC started Telemarketing Magazine (now Customer Interaction Solutions), the very first magazine focused on call centers and CRM. In 1996, TMC launched CTI Magazine which...


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May 30, 2006

Windows Live Meeting 2006 coming?

Microsoft is planning to make an announcement for their Unified Communications platform on June 26th. At the Nob Hill Masonic Center in San Francisco, media will be invited to hear Microsft unveil their "strategy for placing people at the center...


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May 25, 2006

Plantronics Voyager 510-USB Bluetooth headset review

Plantronics sent me their Voyager 510 Bluetooth headset to review. Unlike any other Bluetooth headsets, the Plantronics Voyager 510 USB Bluetooth headset is the first to simultaneously support both VoIP softphones on your PC and your Bluetooth mobile phone simultaneously...


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May 22, 2006

Autotask integrates Web and VoIP

Autotask is an interesting company that marries hosted CRM with VoIP service providers to provide Web-based "screen pop" customer information to VoIP subscribers. Autotask supports the growing number of VoIP solution providers through their "ExecuteCommand API" that they use to...


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March 27, 2006

Call USRobotics Tech Support using Skype

Some pretty cool news from USRobotics that lets you use Skype to directly call their Customer Support infrastructure. This saves USRobotics the cost of the toll-free number and it enables customers to get into the support queue much easier. Considering...


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November 16, 2005

Goldmine 7.0

GoldMine 7.0 has just been released by FrontRange. Of note, GoldMine 7.0 is more tightly integrated with the VoIP software that FrontRange now offers, for call center operations. TMC uses Goldmine 6.7 for its internal sales database, guess it's time...


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November 10, 2005

Salesforce.com calls out Microsoft's Bill Gates

I was forwarded a memo that Marc Benioff, Salesforce.com chairman and CEO, sent to his employees yesterday evening regarding the MSFT news. Even though the email looks legit and even says "To: All Salesforce.com" (indicating it was sent to all...


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October 18, 2005

Cincom Synchrony meeting in 10

I have a meeting with Cincom to check out and review their Synchrony product (call center CRM product) in about 10 minutes, so this will be my only morning blog. I'll blog more after lunch....


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September 26, 2005

GN Netcom GN 2000 launches

GN Netcom launched their latest headset optimized for VoIP, the GN 2000, which provides full "wideband" frequency response up to 6800 Hz. Many competing “wideband” headsets cut-off around 4000 Hz, thus giving GN Netcom's GN 2000 much better acoustical response...


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September 12, 2005

Oracle and Siebel what does it mean?

My analysis of the recent Oracle acquiring Siebel deal.Oracle/Siebel - we want to own your customer data (Oracle) and present that data with the best CRM application front-end (Siebel).Microsoft - we're trying really hard to own your customer data (Microsoft...


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