Brendan Read : The Readerboard
Brendan Read
TMC
| Contact Center/CRM Views and Analysis

How to Choose Between iPhone 6 and iPhone 6 Plus

For the first time ever, Apple introduced two phones of different sizes at once. This is a huge deal for the company...

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Sorry Apple, This is Really Samsung's Month

I find if you write about Android or Apple, you are often a target for people who will flame you on social...

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Rich Tehrani Thoughts From California

I've been on the road in Vegas and California over the past ten days or so. Here are my thoughts. The Venetian...

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GENBAND Kandy Goes Public at Ruby Skye

Last night, GENBAND hosted a gala premiere at Ruby Skye in San Francisco for its official Kandy launch - the transitional solution...

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Peter's View: The Channel Ecosystem

I read CRAIG'S VIEW: THE NEW CHANNEL ECOSYSTEM by Craig Schlagbaum, channel chief at Comcast. My response was too long for...

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2 Ways to Maximize Your Vendor Relationship

As channel partners, we get hammered all the time to sell vendor's stuff - even if it is unreasonable or doesn't...

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The Changing Definition of the Diameter Signaling Controller and Diameter Routing Agent (DRA)

Next week, I will be speaking at the Signaling Focus Day of LTE Asia.  The signaling focus day obviously will have...

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Rx For Downturn: Better Marketing, Better Customer Service

January 29, 2009

One would think that in a marketplace that is being buffeted by the nastiest economic downturn in years and by a shift in customers' attitudes from passive respondents to becoming active, empowered, participants that companies would step up their marketing and backed by strong customer service. Yet there is unfortunately evidence to the contrary. And companies that fail to get the word out, and deliver effective service risk failing, period.

Attention Microsoft: Focus on Quality, Core Competencies Or Go The Way of GM

January 26, 2009

Which brings the discussion back to Microsoft. Small, rugged, and cheap works. That's why Netbooks are becoming popular. They can be the ideal solutions for contact centers because there is no need for all those guts for what are essentially dumb terminal applications, which also minimizes security risks. So go with the flow: keep XP for them and then design Win7 as an ultrareliable, bug-free, easily migrateable solution for use on larger machines.

Genesys' Timely Deals: Consernos and SDE

January 22, 2009

One of the signature features of Genesys Telecommunications Laboratories, owned by Alcatel-Lucent, and why it is highly respected is its ability to execute thoroughly: whether in devising and enhancing new software or buying other industry firms. A case in point is Genesys' announcements today of two acquisitions: of Conseros, which provides software that enables dynamically prioritizing work task distribution, and SDE, the creators of the Genesys Customer Interaction Portal (GCIP).

The Blending of The Retail Channels

January 21, 2009

At the same time retailers need to integrate their contact centers with their stores by using presence-based routing tools and multimodal workforce management solutions to obtain increased efficiency from both workforces.

Must The Media Get Involved To Ensure Quality Customer Service?

January 20, 2009

The question that lingers is that why does it have to take the media to get involved to do the right thing? Why can't otherwise intelligent firms put in place solid procedures to resolve the issues in the first place that is far cheaper and less image-damaging than getting the press involved, and forking over cash in PR expenses?

Contact Centers and Economic Development

January 19, 2009

Contact center services are providing one of the few bright employment spots in a dismal economic climate, what with retail bankruptcies and closures and manufacturing shutdowns.

Why $40B in Broadband Availability Is Worth While

January 16, 2009

So the question then becomes: does an IP-supporting broadband network merit the same standing as a key infrastructure like roads, and transit? The arguments clearly point that way.

Congrats, Interactive Intelligence, For Becoming #1 in Unified Communications

January 13, 2009

It couldn't happen to a nicer, more deserving, and innovative firm. Interactive Intelligence has been rated, according to Datamonitor, the top unified communications (UC) vendor by North American contact centers who chose it as the one "they most trust to deliver a UC solution."

The Key Obstacle to Telework Is In The Mirror

January 12, 2009

So what is preventing what should be an even faster shift to telework? And why are outfits still opening formal contact centers which in this tough climate they may be forced to close anyway? The answer lies in the mirrors of especially mid-managers and executives. These are the individuals who feel they must 'see' people or know that they can 'see' their charges to be 'assured' that they are working.

The 4-1-1 on Cell/IP 9-1-1

January 8, 2009

The federal governments in both countries have been clearly at fault by being asleep at the switch, Canada longer than the Americans, more worrying about who is to pay than in getting on with the jobs of preventing needless suffering. They should therefore treat 9-1-1 with the priority, respect, and financing, including of enabling technologies that it deserves.
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