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

WebRTC MCU Architecture - All For One And One For All

The conferencing market is huge. It was expected to be over $2B in size in 2016.  And with good reason – it fulfills...

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The Fight to Make a Living in Cloud

How many articles and keynotes have been about how channel partners aren't jumping into cloud? I find it funny that it...

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Raven Guru The "Just Right" Marketing Agency

Not too big, not too small. All the experience, none of the fat.David Byrd is one of the more experienced marketers in...

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Just 18% of Computer Science Degrees go to Women

It seems, there are subtle messages we send to girls in school which may keep them from pursuing STEM study and careers....

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Stay Away From Best Buy Geek Squad?

Best Buy Geek Squad has been in the middle of a storm of media criticism as it seems the FBI has paid...

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IoT + Real Time Communications = Internet of Real Time Communications

Over the summer, I wrote about how Internet of Things will sometimes need to merge with Real Time Communications.  Dialogic even created an infographic on this...

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T-Mobile Leapfrogs U.S. Carriers Again with Digits

It was actually over ten years ago when we wrote about Mobile Stick from Bridgeport Networks (now part of CounterPath), an innovative...

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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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