Brendan Read
TMC
August 2005
You are browsing the archive for August 2005.
Katrina Phishing Scams
August 31, 2005Just when you think you've seen the bottom of the hole in human behavior, someone starts digging. Reports of Katrina-related phishing scams have been popping up, notably in this article in the Washington Post: http://blogs.washingtonpost.com/securityfix/
Do not...repeat...do not donate any money to any organization you're not wholly familiar with, and never via an unsolicited e-mail. If you'd like to donate money, do it by logging into the Red Cross's Web site at www.redcross.org to find out how to do it properly and bypass the efforts of the proto-human sludge looking to make a buck off other people's misfortune.
TES
Poky Mainstream News
August 29, 2005As I search for news about the fate of architectural New Orleans (Yes, I'm concerned for the city's citizens, but I'm also concerned about irreparable damage to a city I love very much), I've realized how very slow mainstream news organizations are. There are still "Top Stories" on CNN, Fox News, MSNBC and others that are 10 to 12 hours old.
We update news and articles on TMCnet far faster than the mainstream organizations do!
So, in case you've been searching for THIS piece of news, I'll share something I found in the Dallas Morning News
"In New Orleans' historic French Quarter of Napoleonic-era buildings with wrought-iron balconies, water pooled in the streets from the driving rain, but the area appeared to have escaped the catastrophic flooding that forecasters had predicted."
Which means...the Vieux Carre is more or less safe.
I wonder if the signature drink will continue to be the "Hurricane"?
TES
Hang In There, New Orleans!
August 29, 2005Katrina may be powerful, but New Orleans has stood against worse than her. Perhaps the ghost of pirate and New Orleans hero Jean LaFitte can help the levees hold!
TES
Happy Birthday, Flying Toasters
August 26, 2005Do you remember the introduction of the "Flying Toasters" screensaver? I do. Actually, the whole selection of After Dark screensavers were the delight of late-80s computer users everywhere (I actually liked the "fish tank" saver best.) Before that, computers were soulless dust collectors to most of us: necessary but about as exciting as a stapler. There was really no such thing as "my" computer; in an office situation, they were all the same, except for a few personalized saved documents.
The After Dark collection of screen savers, including the famous Flying Toasters, was the first inkling we got that our PCs could be personalized -- could become something more than just a lump on the desk that allowed us to get into WordStar.
In recognition of the birthday of Flying Toasters, After Dark is bringing back the classic. I've downloaded my (free) copy, but I've noticed that the sound of flapping (which is the best part) isn't present.
New "Ebay" Scam
August 25, 2005I fell for this one long enough to double-check. It takes a lot for me to even temporarily fall for a scam:
I received an e-mail telling me that I had "won" an auction. It looked so much like the usual "win" e-mail that eBay sends that I momentarily panicked. I logged onto eBay to check my account, and discovered that it is, in fact, fake.
Afternoon Tea
August 25, 2005No, I'm not starting a rival column to TMC columnist David Sims' "Morning Coffee," it just happens to be what I'm drinking right now.
David Butcher and I both spotted this today:
"SearchCRM.com is thrilled to announce The Best CRM Blog Awards recognizing the most outstanding and popular blogs in the CRM and BI markets."
http://searchcrm.techtarget.com/general/0,295582,sid11_gci1119503,00.html?Offer=CRwnba825
Now, we're not suggesting you vote for us. That would be, um... unethical. You have until September 30th to not vote for us.
TES
Vesuvius Erupts
August 24, 2005Well, it did, anyway. 1,926 years ago today. At lunch time. Most people forget that 20,000 people lived in Pompeii, and only about 2,000 died. That meant that 18,000 people saw the top blow off Mount Vesuvius and wisely ran like hell.
The 2,000 who remained must have been the ancient equivalent of those people who stay in their shoreline houses as Class Five hurricanes approach, already up to the armpits in sea water, and tell news crews, "Nah, we're gonna stay and ride this one out. We got canned food."
TES
Unisys To Service Venezuelan National Telephone
August 24, 2005Outsourcing and consulting company Unisys today announced it has been chosen to provide call center services for CANTV, the national phone company of Venezuela.
"Unisys Corporation (NYSE: UIS) today announced that it has signed a contract extension to manage call center services for Compañía Anoníma Nacional Telefonos de Venezuela (CANTV). Under the contract extension, signed in the second quarter of 2005 and with a value estimated at approximately $12 million over two years, Unisys will continue to provide services ranging from operator assistance to customer service."
Congratulations to Unisys, but my guess is the company won't be donating any money to charities headed by Pat Robertson this year: http://www.cnn.com/2005/US/08/23/robertson.chavez/index.html
The full release may be viewed at http://www.tmcnet.com/usubmit/2005/aug/1175794.htm
TES
Opus Group's New Customers
August 23, 2005Performance management company Opus Group today announced the addition of three new customers from the health care and insurance realm (below). Insurance providers and healthcare organizations are ripe for performance management solutions because of the complexity of offerings and the difficulty in differentiating those offerings properly.
Opus Group's new customers are:
* Allied Insurance (a Nationwide Company) one of the top 100 multi-line insurance groups in the country and among the fastest growing, with specialties in home and auto protection, as well as commercial protection for business and farm owners.
* Fiserv Health, a 50-year-old company offering solutions for the healthcare administration needs of employers, government organizations, health plans and self-funded employers.
* HealthNow New York Inc., one of New York State's leading healthcare companies, providing healthcare and solutions for more than 900,000 members in Upstate New York.
For more information, visit www.theopusgroup.com
TES
Aspect Name To Be Retained
August 19, 2005This morning, the combined entity that is Concerto Software and the recently acquired (by Concerto) Aspect Communications Corp. announced that the company will be called Aspect Software.
The announcement also discussed that several "milestones" had been met along the path to combining the two companies.
"We are pleased with the progress we are making toward becoming one company and are excited about the opportunities that lie ahead for the soon-to-be Aspect Software," said Jim Foy, President and CEO of Concerto Software. "We are assembling an outstanding team and believe the new company will be regarded as proven, focused, and well-poised to both support current customers and meet the industry's growing need for reduced complexity and increased contact center capabilities."
Keep an eye out for the August issue of Customer Interaction Solutions, in which we feature an exclusive interview with Jim Foy regarding the merger.
TES
Nuasis Integrates With Aspect?
August 18, 2005It's true. A release just went out announcing that "Nuasis Integrated With Aspect Workforce Management."
Hold on, they're direct competitors. My first thoughts...Concerto, which recently purchased Aspect, already has a workforce management product in its RightForce solution. What does it want with a second workforce management solution?
I plan to get the answers to this question shortly. Watch this space.
TES
Genesys Expands Presence In Australian Teleservices Agency
August 18, 2005Genesys Telecommunications Laboratories (which is an Alcatel company) announced this morning that one of Australia's largest teleservices providers, SalesForce, is further scaling up, by 1,000 additional seats, in its use of the Genesys call center suite. The suite is made up of Genesys Voice Platform, Genesys Inbound Voice software and Genesys Workforce Management.
Both Genesys and SalesForce indicated the move was made to allow SalesForce to better scale and better integrate/consolidate its customer service functions. By the end of the implementation, SalesForce will have fully 2,000 agents working on the Genesys platform.
The release can be found at www.genesyslab.com.
TES
Salesforce.com's Gold-Star Q2 Results
August 17, 2005On-demand CRM provider Salesforce.com today released results to be proud of for the second fiscal quarter of 2005. Highlights include:
* An increase in revenue 77 percent year-over-year, to $71.9 million;
* Earnings per diluted share rise to $0.04, a 300 percent increase from the prior year period;
* Net income rose to $5.0 million, up 331 percent year-over-year and up 15 percent sequentially; and
* Paying subscribers rose 41,000 to 308,000, up 83 percent year-over-year and up 15 percent sequentially.
TES
Collector's Edition Spam
August 17, 2005I never thought that one day I'd say this, but right now, I have a Collector's Edition can of Spam on my desk. Yes, the real Spam from the Hormel Food company. It cost $2.69. No tax, it being a food product (according to some interpretations).
My museum-quality Spam was produced in conjunction with Monty Python's Spamalot, a current Broadway musical for which you can get a ticket if you agree to go alone to a Tuesday afternoon matinee in April 2009 and sit in the rafters with the lighting guys.
The back of the can proclaims, "What is your quest? To wonder at the marvel of a brilliant new musical with lots of singing, dancing and fake swordplay? Or is your quest simply to enjoy the perfect sandwich? To find something better to have with your eggs whilst in the morning shade of your finest shrubbery? Well, noble crusader, look ye no further.
Be A Stephen King Novel Victim!
August 16, 2005In an interesting bid to raise money for the First Amendement Project, a non-profit group formed to support free speech, several prominent authors have agreed to "auction" names or location places in their next works to the highest bidder.
Want to be the victim of killer zombies in Stephen King's upcoming book CELL? You must be female, first of all. The lucky woman who wins the auction must supply her name or nickname, and a physical description of herself.
In Stephen King's words:
"One (and only one) character name in a novel called CELL, which is now in work and which will appear in either 2006 or 2007. Buyer should be aware that CELL is a violent piece of work, which comes complete with zombies set in motion by bad cell phone signals that destroy the human brain. Like cheap whiskey, it's very nasty and extremely satisfying.
Another Comcast Moment
August 15, 2005A reader found a blog of mine from several months ago, recounting a few of my "Comcast moments." If you're a regular reader, you'll know that I keep it no secret that from my perspective as a customer, I think Comcast has the worst customer service of any company I've ever had the displeasure to deal with.
After I finished reading the poster's comments, I looked into Outlook and discovered an e-mail from Comcast, notifying me that my monthly bill was available for viewing. I've been waiting for it, so I clicked the link to log-in and "auto pay."
The message I got? "Sorry, that system is unavailable at this time."
If I didn't know that Comcast existed, I'd have to believe it was a farcical invention from an Oscar Wilde play.
TES
Mission To Mars
August 12, 2005NASA today announced the launch of an Atlas V rocket carrying a spacecraft called the "The Mars Reconnaissance Orbiter." The Orbiter is happily on its way to Mars, a journey which will take seven months. The craft will circle the planet for about four years, sending back more information than scientists have had to work with yet regarding Mars' climate, geography, weather and geological past and present. The plan is to see if Mars has ever sustained life, and if human exploration or even, ultimately, occupation is a possibility.
I'm encouraged. It may be the only place to go in the future to escape from reality television.
HDI Announces New President And COO
August 10, 2005HDI Announced this morning it has chosen a new president and COO, Peggy Libby. HDI, which can only be described as a sort of "guild" for IT service and support professionals (it's the largest professional organization for IT/help desk workers, it also acts as a certification organization), today boasts membership by over 7,500 people. Libby, in her new capacity (it's nice to see more women in IT leadership positions), operations, training and certification programs, publications, research and conferences.
The full release is pasted below.
TES
COLORADO SPRINGS, Colo., Aug. 9 - HDI, the world's largest membership association for IT service and support professionals and the premier certification body for the industry, has appointed long-time HDI executive Peggy Libbey to the position of president and chief operating officer.
U.S. Wireless Service Still Stinks
August 5, 2005I smirked when I saw this on a Verizon press release today:
"The company's long tradition of investment in its network, including stringent quality testing, is rooted in Verizon Wireless' commitment to offer the most reliable wireless service. Known for its award winning service, Verizon Wireless has regularly invested more than $4 billion nationally each year since its inception -- and more than $5 billion last year alone -- to expand and upgrade its nationwide wireless network."
Fine. Whatever.
I've been a Verizon customer for more than five years. It's true...I am more likely to get a signal with Verizon than any other company.
TELUS Reports Increase In Earnings
August 5, 2005Vancouver, BC-based TELUS Corporation today released financial results for the second quarter of 2005. The company reports particularly strong results from its wireless division, TELUS Mobility.
Among the highlights of the report:
* Consolidated operating revenues of $2.0 billion in the quarter increased eight percent from a year ago and operating income was up 24 percent.
* Earnings per share for the second quarter were 53 cents, up 10 percent compared with 48 cents for the same period a year ago.
* Strong data growth with stable long distance revenues result in increased operating revenues, which increased by $28 million or two percent to $1,217 million in the second quarter of 2005, when compared with the same period in 2004 representing a fourth consecutive quarter of year-over-year growth.
* TELUS Mobility reported a strong cash flow improvement of $44 million driven by 19 percent revenue growth and significant margin expansion.
The full release may be accessed at http://www.tmcnet.com/usubmit/-telus-reports-second-quarter-results-/2005/aug/1170560.htm
TES
Frost & Sullivan Honors BeVocal
August 4, 2005Hosted call automation solutions provider was happy to announce today that Frost & Sullivan awarded BeVocal with its "Product Differentiation Innovation Award." The award was bestowed on BeVocal's portfolio of speech-enabled hosted self-service applications. The hosted delivery is key (and I'm sure part of the "innovation" citation), because it allows smaller companies that couldn't begin to afford premises-based versions of this sophisticated but extremely useful technology.
Congratulations to BeVocal. The full release is below.
TES
FROST & SULLIVAN NAMES BEVOCAL PRODUCT DIFFERENTIATION INNOVATION AWARD RECIPIENT
Company Recognized for its Ability to Develop and Advance Products and Services with More Innovative Capabilities than Competing Vendors
Mountain View, CA - August 2, 2005 - BeVocal, a leading provider of hosted call automation solutions to service providers and enterprises, today announced it has received Frost & Sullivan's Product Differentiation Innovation Award. The award recognizes the vendor that has best demonstrated the ability to develop and/or advance products with innovative capabilities and differentiate itself from its competitors.
Take A Minute To Make ICE
August 3, 2005MSNBC reports today that Madison, Connecticut acting police chief Robert Stimpson is on a crusade. He's encouraging everyone to take a minute to make ICE, or "In Case of Emergency." (Story at http://www.msnbc.msn.com/id/8744626/)
People brought into hospitals injured, incoherent or unconscious are challenging to health care professionals in that there is no one present to offer a medical history, or even a name and address in some cases. But many people have cell phones with them. If you're like me, you have about 100 numbers programmed into your cell phone.
Student Loan Provider Brazos Picks Compliance 360
August 3, 2005It was announced today that Brazos Higher Education Service Corporation (BHESC), one of the top 10 holders of student loans in the U.S., has decided to run with Compliance 360, a provider of software for corporate management compliance. BHESC administers the lending and the purchasing of student loans and services them until the borrowers have paid them in full. BHESC also has offices that function as a third-party servicing agent for several lenders. Because of this, the company requires a fail-safe compliance solution to allow it to keep track of the plethora of rules and regulations applied to any industry making outbound contacts.
"Customers use Compliance 360 products to control the costs associated with corporate compliance management, while significantly reducing the complexities associated with monitoring and managing these local, state and federal regulations," said Steve McGraw, president and CEO, Compliance 360.
"With Compliance 360, Brazos has addressed two strategic business objectives - automating compliance initiatives and automating the contracts management function."
Read the full release is pasted below.
TES
Brazos Higher Education Service Corporation Selects Compliance 360 for Corporate Compliance and Contracts Management
ATLANTA - August 2, 2005 - Compliance 360, a leading provider of corporate compliance management software for companies in regulated industries, today announced that it has been selected as a compliance and contracts management platform by Brazos Higher Education Service Corporation (BHESC).
Time To Start Burning Peat
August 2, 2005What's wrong with this picture?
An article showed up in the mainstream news today (Reuters) stating that, "Oil Firms Near Record On Supply Fears." Turns out the death of Saudia Arabia's King Fahd has thrown the oil industry and, as a result, world financial markets, into chaos. Oil is $1 away from a record high today.
Because one guy died.
I'm no macro-economist, but when the world economy shakes at its roots because A Guy Died, doesn't that mean there's something wrong with the way we're doing things? I won't even venture to say what it is...the way oil companies do business, the slow rate at which leaves, apple cores and dead mice turn into petroleum, the government of Saudi Arabia, the government of the U.S., the American need for oil, the Chinese need for oil, the finite supply, the extra-cold winters or just an accidental conspiracy between geography and geology...I won't even venture a reason; I'm not trying to make a political statement.
Here's an analogy...the tech market has, in the past, shown itself to be notoriously fickle, immature, unstable and capable of rippling for no good reason. But if by some chance Bill Gates were to be kidnapped by little blue aliens and taken away to the planet Fluhurg, I suspect the tech market would survive.
Does that make the oil industry less stable than the tech industry? What a scary thought.
TES
Read the Reuters article here: http://today.reuters.com/news/newsArticle.aspx?type=businessNews&storyID=2005-08-02T181041Z_01_L02345921_RTRIDST_0_BUSINESS-MARKETS-OIL-DC.XML
Droogle: The Drinking Search Engine
August 2, 2005Need a special cocktail for a special event? Try Canadian site Droogle.ca and you can find a plethora of great recipes.
How about a "Skip and Go Naked"? (gin, sweet and sour mix and beer). Or perhaps a "Vulcan Mind Probe," which contains rum and ouzo (sounds like a special invitation to vomit to me). Alternatively, if it's a formal occasion, like a high-society engagement party or a celebration of your grandmother's Nobel prize, perhaps you'd like to consider making a pitcher of "Wild Squirrel Sex," which is easy if you have in your liquor cabinet amaretto, sour mix, cranberry juice and four flavors of Stoli vodka: Razberi, Ohranj, Lemon and Strawberry.
You can look up your favortes at www.droogle.ca.
Salesforce.com To Announce Financials On Wednesday
August 2, 2005Salesforce.com issued an announcement this morning that it will announce its fiscal second quarter results on Wednesday, August 17th, after the market closes.
Given the way the on-demand CRM market is becoming white hot, and taking into consideration Siebel's poor last quarter, these results should be very interesting and help us to cut through the hyperbole and PR spin to see what's really going on.
A live Webcast of the results will be available on Salesforce.com's Web site.
TES
Empirix And Audium Partner For VXML Testing
August 1, 2005As I've mentioned before in countless articles and blogs, there is probably no other technology in the call center that needs to be more rigorously tested than self-service technologies, and speech-enabled IVRs probably fall at the top of that list.
Empirix, in conjunction with Audium, has applied its well known "Hammer testing" to VXML platforms (in particular the Cisco Customer Voice Portal). The service is called Hammer Service Assurance for Cisco CVP, and was created in conjunction with Audium, a company well known for its VXML software solutions.
The full release is below.
TES
Empirix and Audium Partner to Help Enterprises Develop and Deploy More Reliable VXML ApplicationsNEW YORK --(Business Wire)-- Aug. 1, 2005 -- Companies jointly launch the first integrated testing and management solutions for VXML platforms and applications, with initial focus on Cisco Customer Voice Portal
From SpeechTEK 2005, Empirix Inc., the leader in helping organizations strengthen customer loyalty through assured Web and voice application performance, and Audium, the worldwide leader in packaged VoiceXML application software, announced today that they have partnered to help enterprises develop and deploy more reliable VXML IVR applications. Working together, the two companies are launching the first integrated testing and management solutions for VXML platforms and applications.
Cisco And Censorship
August 1, 2005A letter showed up in the Washington Post today, written by Cisco SVP of Corporate Development, Dan Scheinman, refuting the belief by many that the Chinese governement uses Cisco technology to filter what its citizens can read on the Internet, and keeping surveillance on those who do access "subversive material." The letter is in response to a Washington Post article "Let a Thousand Filters Bloom," by Anne Applebaum. The original article may be viewed at http://www.washingtonpost.com/wp-dyn/content/article/2005/07/19/AR2005071901556.html
The text of the letter is below.
TES
For The Benefit Of All
In "Let a Thousand Filters Bloom" [op-ed, July 20] Anne Applebaum repeated a tale that implies that Cisco Systems Inc. knowingly is helping China's Internet filtering regime with a high-tech surveillance system. That is false.
