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

Outsource Network Monitoring to Trusted Experts

Listening to Douglas Mauro, CEO and founder of TruePath Technologies, whose company is trusted with their network monitoring tools for the Verizons,...

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The Role of Media Servers in NG911 and e911

While we take for granted now that we can use text, video and data to communicate with each other, this is...

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Large Enterprises: Think Like a Service Provider When it Comes to Network Connectivity

By: Mae Kowalke, TMCnet Contributor

There is hardly a business today that does not require high speed and high performance Internet connectivity. Let’s face it, quality network access is table stakes for running a successful business in an increasingly connected world where commerce is 24/7/365 and can originate or terminate from anywhere and over any device with a browser.  As a result, ensuring good networking and communications for employees is a major priority for all businesses, but it is an especially daunting one for large enterprises due the volume and the accommodation of rapid change thanks to things like the cloud, BYOD, mobility and the virtualization of the workplace.

A recent Alcatel-Lucent application note, The large enterprise has changed, gave an interesting snapshot of large enterprise IT today.

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IoT News from Cisco, University of Missouri and a new IoT Certification Available

Lots of exciting news in the IoT and M2M spaces today. Cisco unveils six pillars for IoT development and lots of new...

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Broadsoft, Nimble Storage, Vodafone, Hibernia, Sonus and other video Interviews

Erik Linask of TMC interviews Hugh Shannon of AvotusMy video team has been at some of the latest shows in the telecom...

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VoWiFi Will Play a Critical Role in Extending Voice Coverage

Voice over WiFi (VoWiFi)...what’s the big deal?  For instance, I can already engage in VoWiFi with some VoIP clients that are downloaded...

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Why CSPs Will Retain a Strong Position in Video Services

By: Paula Bernier, TMC Executive Editor

Facilities-based service providers that own the access network are ideally positioned to distribute video both today and in the future, according to Chris Croupe, who works in strategic marketing at Alcatel-Lucent. Video comes in a variety of forms, its applications continue to expand, and this kind of content continues to multiply, Croupe notes in his recent TechZine posting, Future of video content: Evolution toward 2020.

Calls leveraging video have become widespread, he adds, noting that 59 percent of smartphone users under 35 years of age make at least one video call a month, and 37 percent of this group does so at least once a week.

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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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