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Brendan Read
TMC
| Contact Center/CRM Views and Analysis

NFV Vendor Challenges Part 2

How will the software in NFV networks interact? Via a Management and Orchestration (MANO) layer.

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Rapport Open APIs Increase Employee Productivity

By: Richard Hatheway, Director, Enterprise Communications Product Marketing, Rapport for Large Enterprise, Alcatel-Lucent

What is one of the biggest factors affecting employee productivity today? Recent studiesby the National Business Research Institute and the Pew Research Center indicate that not having the right technology tools to do their jobs is one of the most critical. From something as simple as having a cell phone to as advanced as having a customized app, having the right tool provides employees with a productivity boost.

Unfortunately though, many large enterprises are unable to take advantage of advances in technology due to old or outdated infrastructure and ICT technology silos. In addition, being locked in to one technology vendor often stymies the enterprise from being able to update the tools necessary to increase employee productivity.

For instance, something as simple as developing and deploying a new app is often a frustrating experience, as the enterprise must submit a request to the technology vendor for a new app to be developed, then wait until the vendor adds it to their development queue before finding out when to expect it. This often takes months, if not longer.

In the meantime, instead of waiting for the new app, many employees take the “shadow IT” route. They download rogue (i.e., non-IT-supported) apps that will allow them to move forward with at least some of the functionality they seek, even without IT support. While this work-around may provide some degree of productivity enhancement for the employee, wouldn’t it be better if the enterprise was able to either plug in existing best-of-breed third-party apps or develop and deploy its own apps without having to wait for a vendor to become involved?

Alcatel-Lucent thinks so, which is one of the reasons our new solution, Rapport™ for Large Enterprise, is generating so much interest. Rapport is a private cloud-based communications and collaboration solution designed specifically for the large enterprise.

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Versay Solutions Moves to Support the Omnichannel World

A company known for professional services in the contact center – Chicago-based Versay Solutions has more recently applied its skills in analytics...

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Splice Software Uses the Power of Analytics to Expand its Product Line

Big data and analytics have had a huge impact on numerous spaces and certainly marketing is one of these areas. Perhaps the...

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Jet.com The .Good the .Bad and the .Ugly

The .GoodI’ve been using Jet.com for a few weeks and so far I have found the selection to be about 20-30% of...

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VoicePIN Voice Biometrics Brings New Tech to Phone and Apps

The biometrics market has been around for decades but never achieved widespread acceptance until after Apple rolled out TouchID. Laptop makers...

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Lasers are the Future of Drone Fighting

I’ve been among the first people to realize how drones can be a major problem for security in the world. In February...

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Biz IT Pro Delivers CRM Solution for QRPS

August 31, 2007

"Top 10 In The World" Spammer Arrested

May 31, 2007


You've probably never heard of 27-year-old Seattle-based Robert Alan Soloway.

But he knows you.

He has helped legions of people try to sell you Viagra, miracle weight loss cures, hair regrowing serum, vitamins and Canadian drugs. He's helped people inform you that you won the lottery in countries you've never visited He's the enabler who lets people pretending they are your bank contact you because they just happened to forget your account number and need you to remind them. Oh...and your PIN and your mother's maiden name, while you're at it.




Offshore Threat Exaggeration

May 17, 2007

Interactive Intelligence Q1 Financials

May 1, 2007

Women In The Blogosphere

April 30, 2007

SugarCRM Announces Developer Conference

April 24, 2007

Pioneering IP Contact Centers

April 12, 2007

Disconnect From Customer Reality

April 4, 2007

I'm editing a contributed feature from Witness Systems for the May issue and ran across this tidbit of information that shocked even me:

"Global consultancy Bain & Company asked 362 companies whether they believed they had delivered a “superior experience” to their customers. Eighty percent of the companies said that they had indeed done so. Bain then asked the customers of these companies if they felt they’d received superior service. Only eight percent agreed that they had."

If the old phrase "delusions of adequacy" can be invoked here, it seems to apply in breathtaking amounts, to b-to-c company executives and management.



Dreaming Of Headsets

March 29, 2007

Vonage Injunction

March 23, 2007

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