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

Are You Managing Hours or Outcomes?

Another consultant is having a trying experience with a client. The client wants to see the consultant in the office more,...

Full Story »

Whatever Happened to Dialogic Boards?

I stopped wearing Dialogic shirts in airports many many years ago, simply because I often got stopped by people who used our...

Full Story »

ORBCOMM Looks to Become Complete IoT Solutions Service Provider

One of the topics discussed often among communications service providers is whether they want to be relegated to dumb pipes or they...

Full Story »

Your Phone Just Ate Your Car Key

Are you ready for your new digital future? It’s a great question to ask as the role your mobile phone plays in...

Full Story »

Doing Business in a Busy, Blurred Environment

Logging on to LinkedIn these days, I have to remind myself that it is in fact LI and not Facebook. The...

Full Story »

Wireless Carriers Racing to the Bottom

It had to happen eventually - a price war is taking its toll on telecom equipment providers because their customers won't spend...

Full Story »

SS7 Staying Power

Back in April, I wrote a blog about LTE subscription growth and ended that blog with “by the end of 2020, half of all...

Full Story »

Offshore Coming Back Onshore

January 30, 2008

The Year Of the Home Agent

January 29, 2008

OK, you may have noticed that I write about home agents. A lot. You're probably thinking, "Sounds great, but does anyone actually do it, aside from a few high-profile companies?"

I was starting to wonder the same thing myself.

You see, every year, I am responsible for tabulating the Customer Interaction Solutions Top 50 Teleservices Agencies Rankings. On the application, we ask about the number of home agents a company has.

For the past several years, while I was busy extolling the virtues of the home agent model, the number of companies acknowledging home agents was depressingly small.


January 28, 2008

Bigfoot On Mars

January 25, 2008

Charter Deletes 14,000 Inboxes

January 24, 2008

Cell phone jail

January 24, 2008


January 23, 2008

Self-Regulation Is The Answer

January 23, 2008

When Open-Source Isn't Open

January 22, 2008

In doing a little research today for a potential article I'm mulling over, I ran across this piece by Michael Tiemann on the Open Source Initiative's Web site (click here to see entry). The piece points out that many solutions on the market today, many of those in the CRM arena, that claim to be open-source are not, in fact, and that the term "open source" has become an abused buzzword by corporate marketing departments.

True open-source, he points out, should be defined by the open-source community, not by marketers. In fact, true open-source should be approved by the Open Source Initiative, as the organization was the one to initially define the term.

He indicates that Microsoft has been more honest in their approach by using the term "shared source" for some of its solutions.

It's true that the term is increasingly used without question under the enterprise business trade umbrella, and perhaps we all have to take a little more care that we're not using terms without fully understanding what they mean and recognize that this can harm the real thing.


$50 Billion Online Ad Market

January 18, 2008

Funny how time flies. It seems that not very long ago (OK...10 years ago, which still isn't VERY long ago), we were deriding the concept of online advertising as naive. Who would advertise online, we wondered, other than those dubious shady people operating in the porn industry?

Pay-for-content was the way things were going to go. Well, here we are, just a few weeks after the New York Times, the last hold-out of pay-for-premium content, gave up that particular ghost, and we get the news that the online advertising market is being predicted to reach $50 billion by 2011.

There's a reason why people are queasy about predicting which technologies are going to fly and which ones are going to die.

Featured Events