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

Tech to Eliminate Fast Food Minimum Wage Workers

The Momentum Machines burger robot robot explainedAs cities around the country are passing laws to ensure minimum wages are increased to a...

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Advancing Texting for the Contact Center

Last week, we explored texting within the contact center realm.  As texting becomes more prevalent in the contact center, there will...

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GENBAND Perspectives 15 Live Blog #GBP15

Welcome to the Perspectives live blog for 2015. A follow up to blogs from 2014, 2013 and 2010.The live blog officially starts...

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Serve Powerful PBX Market in the Cloud via Wave-Tel

Wave-Tel's CTO and Business Development Director explain why offering an IP PBX in the cloud is so attractive to small businesses; therefore,...

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Sponsored Data Charging - Disrupting the Mobile Industry

By: Barbara Sampson, Senior Marketing Manager, Alcatel-Lucent

New Service Provider Revenue Monetization Model

Just as LTE has evolved to be the predominant technology for mobile broadband providers -- generating an average data volume per user of 168% higher than 3G data – so must the traditional charging model change. One charging model growing in popularity is Sponsored Data Charging. 

Sponsored Data Charging enables mobile subscribers to view, stream, and benefit from sponsored content and use applications over the mobile service provider’s network without that data usage coming out of their monthly plan. The data charges that a subscriber would pay for the sponsored content are paid instead by the third-party provider owning the content. Even more importantly, a subscriber can test out certain sponsored applications and features for a short time to determine whether to subscribe, without impacting monthly data-plan limits.

Not only is Sponsored Data Charging built for massive broadband usage from all kinds of connected devices, it also can support emerging technologies such as VoLTE and NFV. Key target industries include advertising, retail, media, entertainment, healthcare, and financial services.

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The Gaming Evolution, from Touch to Buttons

Now that touch screens have permeated all sorts of computer form factors from watches to phones and tablets, its worth mentioning touch...

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Did You Make It?

IHS Infonetics' Hosted Unified Communications Scorecard came out. I have to wonder how they score this. I know from my own...

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Bell Deal to 'Take A Walk In The Snow'?

November 26, 2008

Whether the LBO proceeds or not, Bell, even though it is fairly good shape, will be under pressure to merge, and so will its competitors, to expand markets and cut costs arguably truly only possible by becoming integrated coast-to-coast-to-coast 4G wireless/IP landline carriers

Proposal Software Simplifies RFP and RFI Responses

November 25, 2008

Responding to requests for proposals (RFPs) and requests for information (RFIs) can be a time-consuming pain in the netherparts. So when I came across a report on the latest version of Proposal Software's PMAPS ® 2008 RFP/RFI management application I smiled: there is help at last for firms like my old teleservices company.

Taking The Lead Out of Economic Doldrums

November 24, 2008

It is a welcome sign that the Obama Administration is tech savvy, which will encourage development of new technologies and methods that will help contact centers, and all other business functions and sectors, become even more productive and efficient. Our sector has to do our part, instead of relying totally on government. Fortunately the business cases for adopting IP, telework and speech rec especially are powerful, and if deployed on a widespread basis could lower costs while improving productivity sufficiently to pull us out of the doldrums.

Aid For Unemployed Contact Center, Communications Pros

November 14, 2008

My employer, TMC, is a great family of people, and it is out of concern for individuals and families in these trying times that my boss, Group Publisher Rich Tehrani, is inviting those who wish to get their name and skills out there to blog for TMCnet.com, a leading communications/telecom site according to Alexa, Quantcast, and other ranking services.

Rx for Nortel?

November 13, 2008

Nortel can't keep attriting itself, and spinning or attempt to spin off its assets. At some point it has to step outside of its skin, look at it as others see it (which few companies do, lest they see some unwelcome truths, which is why this exercise is invaluable), assess its strengths and weaknesses in current and future market, and radically re-focus itself.

Wanted: A New Customer Service Solution

November 11, 2008

The recent Forrester Research Customer Service Software Solution WAVE™ Q4 2008 study points to a strong need for a new customer service solution: one that bridges the three silos of interaction-, record-, and process-centric customer service products.That's your challenge, solutions vendors. When you come up with a proven, reliable application to meet what Forrester is calling for, let me know, and in doing so we'll let the world know.

When Buying Solutions Look at Corporate Stability

October 28, 2008

Should there be a section in the report on the vendors' financial and legal stability? That has a big impact on whether the technology will deliver the goods; if the suppliers has gone belly-up who will be there to support the solutions and keep them updated?

Syntellect Acquires Envox

October 21, 2008

The Syntellect/Envox deal appears to be an excellent and complementary match of two fine companies. Envox brings to Syntellect's table a global reach and technology heft, not to mention a $16 million per annum revenue stream. The menu of Envox's powerful communications platform, IVR, CTI, and Voice XML tools may well enhance Syntellect's flagship Customer Interaction Management suite.

Attention Outsourcers and Clients: It's The Service, S*****

October 9, 2008

The underlying issue is quality. Teleservices companies have historically been the 'teleprofessionals': the experts with the expertise to deliver high quality customer care and acquisition at low costs. Yet too many teleservices outfits have dropped the ball for reasons both preventable i.e. greed, incompetence, lack of attention to detail, underpricing, and understandable: limited resources, overly demanding clients, costly new technologies with long-burn ROIs, and offshore and onshore competition.

IP-enabled iPhone: The Ultimate Contact Center Handset?

September 25, 2008

Imagine being able to take and make calls, receive e-mails, IMs, and SMS, and at the same time manage web-enabled applications like hosted CRM and workforce management in a convenient, go-anywhere, user-friendly wireless appliance.What are firms like Apple, and they and other practical geniuses who can box and package proven technologies waiting for?
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