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

Like Parasailing

Just drifting along on the wind like a leaf on a stream. You don't control your own destiny. What do you...

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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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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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