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Brendan Read
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| Contact Center/CRM Views and Analysis

Birch Buys Globalinx

It seems that Birch is acquiring more customers. In a surprise move (to me because where are they getting the money...

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Why Carriers and WebRTC Don't Have to be the Same Magnet Polarization and Can be Partners Part II

Last week, I started exploring why WebRTC is interesting for carriers and wrote about extending existing applications with WebRTC to keep...

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NFV INSIGHTS: Preparing for the future of NFV

By: Andreas Lemke, Ph.D. - Alcatel-Lucent

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Have you ever gotten your hands dirty and really implemented an NFV or SDN application? Six teams from academia and industry in Israel and Europe can answer with a resounding yes! These teams gathered in Haifa at the 4-day 2015 Winter School and Hackathon event, organized by Bell Labs, Alcatel-Lucent’s CloudBand team and Israel’s leading Institute of Technology, Technion. The event offered a full program to get acquainted with the fundamental concepts behind cloud computing, software defined networking (SDN) and network functions virtualization (NFV).

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What's Left to MegaPath

In 2010, Speakeasy and Covad got married to MegaPath to make a $500 million MSLEC (as they announced it). In 2012,...

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ITEXPO Miami 2015 Videos Being Posted

If you missed ITEXPO a few weeks back in Miami, FL – I am sorry to hear that… It was one of...

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VoWiFi extends and enriches LTE services

By: David E. Nowoswiat, Senior Product and Solutions Marketing Manager, IP Routing & Transport, and  Ed Elkin, Head of Marketing for IP Communication, Alcatel-Lucent

The growing importance and usage of Wi-Fi™ is spurring rapid development in voice over Wi-Fi (VoWiFi) to complement robust VoLTE services. Mobile device manufacturers are taking advantage of Wi-Fi to solidify their relationship with consumers and enterprises, so mobile network operators (MNOs) need to act quickly to secure a share in the hot Wi-Fi market. By developing a strategy that encompasses Wi-Fi, MNOs can leverage their most important asset - their LTE network - to deliver a seamless experience for subscribers while leveraging their virtualized IMS investment to create  new revenue opportunities for themselves.

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Mobile World Congress 2015 - What's the Next Big Thing?

By: Peter Bernstein, Senior Editor

In doing preparations for what many have called “the circus” aka the annual Mobile World Congress (MWC)—which is arguably now the most important industry trade event as the world goes mobile and which takes place in Barcelona March 2-5—the excitement is already palpable.  From all of the new cool devices of all shapes and sizes to interesting advances on things like antenna technology, Network Functions Virtualization, carrier aggregation, etc., the eye candy alone is almost overwhelming in terms of imagining the possibilities.  However, MWC always is tantalizing because not only does it answer what we will see in terms of capabilities in the near-term, but also because of the questions it raises about the longer term.

In this regard I was struck by a recent blog by Michael Peeters, CTO, Alcatel-Lucent Wireless, entitled I think appropriately, The Circus is in Town. Peeters’ main point is summed up nicely where he says in characterizing his view on what’s the next big thing that will be the buzz of the show that, “...one thing is certain: its story will be about removing place and time constraints we took for granted.”

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Must see (and hear) speech rec webinar Thursday Aug.14

August 11, 2008

Speech recognition has long been a 'tomorrow' technology, promising the ability to deliver contact center functionality without having contact center agents delivering them, resulting in reduced transaction costs. While the applications have reached a level that they are sufficiently rugged, user-friendly, and widespread to the point where they have trained us to speak to 'them', they have--until now--still been too expensive to be deployed outside of major and deep pocket enterprises. Until now...that is.

Canada's Do Not Call

August 1, 2008

In just less than two months from now, Canada's new Do Not Call registry will go live. This new regulation, and others, will have at last some enforcement teeth in the way of steep fines. These methods will help clean up the telemarketing industry that unfortunately like any other field has a few bad actors, poor managers, and greedy companies. Telemarketers will also benefit by using the DNC to generate a higher lead/sale per prospect ratio by not calling people who clearly don't want to buy by phone.

End of the Line for Toll-Free Numbers?

July 31, 2008

Today is the 'last run' for the toll-free number connecting New Jersey Transit, the third largest transit agency in the US, with its customers. Yet could this be the beginning of the end of toll-free numbers in North America?

Bell Dings

July 28, 2008

Bell deserves some applause for its decision to let go old-line executives and managers rather line staff as part of its reorganization and cost cutting as part of its recent and record-breaking $35 billion+ leveraged buyout. Could this mean that Bell will emerge as a truly competitive, dynamic carrier, one that will provide leading-edge price-savvy services to contact centers, other businesses, and to consumers, and win back those it has been attriting to other companies?

After-Hours Calls: the Next Speech Rec Killer App Opportunity?

July 24, 2008

For all the speech-rec current and in-the-pipeline candidate transactions there is one category that appears to be ready-made for this technology--but so far ignored--and that are the after-hours calls, such as for doctors, lawyers, plumbers, fuel oil dealers and furnace repairs now handled by answering services...So that got me to thinking: could a standardized speech solution be developed for these professions and businesses? One that would deliver the same as or superior service while keeping costs--and bills--down?

IT Expo West--and IP--is Hot!

July 21, 2008

Forget about the economic cooldown: the IP solutions market is hot!

A green contact center and CRM opportunity...

July 21, 2008

Want to 'drive' in more shoppers to your contact center and/or website? Get out the word that calling or going online saves gas (and saves the earth) compared with driving to the store.

The saga of Talisma's RR proposal

July 18, 2008

So it is with surprise that last year that I discovered that CRM/contact center solutions vendor Talisma was involved, through its VP of Corporate and Channel marketing Jim O'Farrell, in an effort to save and revitalize a Burlington Northern Santa Fe (BNSF) railroad line on the east side of Lake Washington, on the west side of which is Seattle.

Convergys and Intervoice: Blurring The Lines?

July 16, 2008

Having worked for a teleservices firm as well as having covered/covering this industry I completely understand the rationale behind Convergys's acquisition of Intervoice. Yet is buying an app/platform firm, one whose type of product and services are no doubt used by other outsourcers, going a little too far? Isn't it blurring the lines between solutions and services?

There's No Place Like Home For Contact Centers

July 15, 2008

To learn more about home-based agents I invite you to register for and participate in a webinar on this topic that is taking place Wednesday July 16 at 2pm ET that is being sponsored by VoltDelta and Transera.
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