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

What is MANO and why do you need it?

MANO is a confusing topic.  What is it, why is it needed, and how do I get one?  First, let’s talk about...

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iPad Pro Keyboard is Really Poor

The iPad Pro is yet another extension of the iOS family. While some consider its release to be a sign of failure,...

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ISIS Brings Flip-Phone to Crowd-Sourced Cyber-Hacking Fight.

Its an interesting world we live in where a group like Anonymous which likely wasn't thought very highly has become a savior...

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What Would an IoT Service Provider Even Do?

Service providers are eager to jump on the IoT train because of the vast opportunities. But what kind of service would they even provide?

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The Business Case for IP Transformation: Is Your Business Ready?

By: Steve Blackshaw, IP Transformation Product Line Management, Alcatel-Lucent

Delivering successful change programs is a significant challenge. Undertaking a Readiness Assessment speeds the launch of new IP services, reduces risks and aligns corporate objectives with your program.

The Challenge of Change…a true story

So your company is planning an all IP network. The CTO is delivering technology roadmaps, the COO is assessing the service portals, and network designers have been architecting for eight months. The program is well underway and people are now starting to plan the migration.

So, you start to scope out the effort required to deliver migration and calculate that it requires hundreds of resources to manage a switchover. You approach engineering to secure the resources, and are informed HR is managing a release program, remunerating engineers to leave the company. The same engineers that you need to deliver your program!

Sound familiar?

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Stanislovaitis Kickstarter Campaign Proves VoIP is Not Dead

VoIP is dead? We think not because it plays an integral part in effective unified communications, Internet of things and more. Plus,...

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Mitel Analyst Event 2015 Live Blog #MitelNext

Mitel put on a nice event in Manhattan today. Wes Durow, CMO made a great presentation on where the company was and...

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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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