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

Apple Pay Vs. Google Wallet

Replacing credit cards can likely only be done if the new system is dead-easy to use and it moreover has to be...

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Signaling Offers Great Differentiation for Mobile Value-Added Service Offerings

We’ve all heard that some Value Added Services (VAS) revenue such as Short Message Service (SMS) are starting to decline in...

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Birdstep Improves Wireless User Experience, Reduces Churn

A smartphone user can get tripped up easily when in motion as today’s smartphones look for WiFi networks to connect to and...

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Sonos BOOST, For Music in Tough to Reach Places

I’ve been using Sonos as an in-home streaming solution for many years and since it relies on WiFi it provides infinite levels...

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IOT tests do NOT tell the whole story

Service providers typically have infrastructure from multiple vendors installed in their networks.  Mostly this is by design since they don’t want...

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Notes from Connections 2014 Part Deux

More notes from BSFT Connections 2014 in the desert by friends of my at the show. These notes are from ANPI's...

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Notes from Connections 2014

Broadsoft Connections kicked off with the usual festivities yesterday including a pool party and a summer fashion show. This morning it...

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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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