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

IBM, Mitel, Wearable Tech round out Latest ITEXPO News

Its been an amazing ITEXPO so far - wow. In case you missed some of the happenings from day 1, here are...

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3 Reasons UC Deployments Fail

Just getting ink on a Unified Communications deal is just the beginning. So many deployments go wrong or worse the company...

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Small Cells are Key to Attracting and Keeping SMB and Large Enterprise Customers

By: Peter Bernstein, TMCnet Senior Editor

To say that operators of macro-cellular physical networks are facing all type of challenges these days would be an understatement.  These range from spectrum scarcity issues, competitive pricing pressures, the need to build out LTE networks ASAP as platforms for new services and to meet the insatiable appetite of users for things like streamed and real-time video, getting ready for the Internet of Things (IoT) etc.  They also are busy figuring out how to keep users, particularly enterprise users on their smart devices always and all ways on their networks in an increasingly fickle world where alternatives abound, including for value-added traffic lost to Over-the-Top (OTT) providers.  

It is to keep enterprise customers on the mobile service provider networks for enhanced services that good in-building wireless solutions are seen as both a powerful business tool and a competitive advantage.  This is particularly true when it comes to retaining small-to-medium business customers (SMBs).

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Changing the SIM game

The iPad Air 2 with Wi-Fi + Cellular models comes with a SIM  that “gives you the flexibility to choose from...

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WebRTC and the Enterprise

I was reading an article titled, “How WebRTC can serve the Enterprise” but when I originally saw the headline I thought...

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Jeff Pulver, Andy Abramson, Craig Walker, Alon Cohen, Mike Tribolet, Andy Voss and Danny Windham at ITEXPO Next Week

Panel to celebrate 20 years of IP communications/VoIP and discuss its future. Next week at the 29th ITEXPO, I get the pleasure...

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Alcatel-Lucent CEO Michel Combes on Importance of Bringing Ultra-Broadband to Africa

By: Peter Bernstein, TMCnet Senior Editor

It may be almost cliché to say we live in a global economy, but many times when globalization is discussed the focus is on developed and emerging markets and not that often, if at all, on under-developed regions.  In fact, in the past few years until the recent drop in oil prices, much of the financial community’s and economic development interests has been focused on the BRICS countries (Brazil, Russia, India, China and South Africa).  This leaves out not just most of South America, but the promising rest of Africa which contains a wealth of rare minerals and other natural resources waiting to be literally and figuratively mined.

However, for most of the African continent countries to move from under-developed status, along with toward political stability and having a educated citizenry, infrastructure needs to be in place which it currently is not. This means not just giving the populace access to clean water and energy, but in a digital world ubiquitous and affordable access to businesses and individuals to high-speed broadband communications is now not just a foundation but a pre-condition that is essential for moving ahead.  

In this regard it is enlightening, refreshing and significant that Alcatel-Lucent CEO Michel Combes recently wrote a corporate blog stressing the company’s interest in working with governments and commercial interests to help accelerate economic development across the continent.  This about not just about the Oscar winning movie of several years ago “Out of Africa”, but is also about around, into and across Africa. 

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TMCnet's Call Center Credentials

January 15, 2008

What is Quantcast? It's essentially a team of Web analytics experts who work to help companies understand their U.S.-based Web audiences for the purpose of marketing and advertising. Why is this important? Because a Quantcast study has revealed that when it comes to call center content, TMCnet not only reaches more call center prospects than any other site, but has 23 times more reach than the next 10 call center sites combined.

Power of Direct Marketing

January 15, 2008

Teleperformance USA Renews First Client

January 11, 2008

Online Bill Payment

January 8, 2008

I pay most of my bills online. It's convenient, fast and saves a stamp. I'm pleased that many companies finally started seeing the light in that online bill payment benefits them. Up until very recently, many companies fixed a surcharge on online bill payments/electronic funds transfer (EFT).

Companies Expect IT Projects To Fail

January 3, 2008

The Hispanic Marketplace

January 2, 2008

According to a new study called Reaching the US Hispanic Market: Consumer Attitudes and Buying Behavior commissioned by the DMA (Direct Marketing Association), the U.S. has the fifth-largest Spanish speaking population in the world.

The report also highlights some interesting facts about this potential market:
  • Major cities in the Southern U.S. have seen the most dramatic Hispanic population growth;
  • Over one-third of Hispanic households earn over $50,000 per year; and
  • Hispanic-American's purchasing power currently exceeds $700 billion and is expected to reach $1 trillion by 2008.
It's starting to become apparent that if you (as a call center) are not catering to your Spanish-speaking customers just as well as you are catering to your English-speaking customers (and keep in mind the two populaces may have different needs and preferences), you are killing a great deal of sales potential for your organization.

You can find out more about the new report at www.the-dma.org/bookstore

TES






Bad Spam

October 31, 2007

Vonage V. Verizon

October 26, 2007

Fed Do Not Call List Upheld

October 23, 2007

The Federal Trade Commission today announced its decision to keep the five-year-old federal do-not-call registry intact. When the Registry was created, the FTC had originally adopted a five-year re-registration mechanism before essentially "starting over," requiring people who had been on the list (now 145 million numbers) to re-register to ensure that the list is up to date.

The decision was made today to retain the list as is.

According to the FTC, "The Registry has been implemented successfully for five years and has included a scrubbing program that has removed disconnected and reassigned numbers each month. Finally, “[T]he Registry has enjoyed unprecedented popularity and helped enhance the privacy of the American public in a tangible way.”

You can read the full release here on the FTC's Web site: http://www.ftc.gov/opa/2007/10/dnctestimony.shtm

TES







Find Me, Follow Me

October 19, 2007

I recently needed my chimney cleaned. It had been a while, and I'm one of those people who forever worry about chimney fires. I'd never had it done in this house before, so I did a Google search for chimney sweeps in my town. I found five names.
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