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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Suing Telemarketers

February 21, 2007

Convergys CEO To Retire

February 20, 2007

E-Mail Addictions

February 20, 2007

Call Centers Prefer Unified Solutions

February 14, 2007

Recently released research by Purdue University's BenchmarkPortal has revealed that call centers tend to prefer "all-in-one" contact center solutions that serve all (or most) of a call center's needs rather than a mix of point solutions from different vendors.

Integration was identified as the most critical condition behind this preference: all-in-one systems were preferred over point solutions based on their ability to support additional applications with virtually no modification or integration issues, and for their ability to "lower administrative costs by reducing support staff by a full 25 percent."

“Our findings show that, in general, all-in-one communications systems contain the same core ‘best-of-breed’ applications required by contact centers as their multi-point counterparts, and that they come with the advantages of fewer interfaces, lower support requirements, simplified management, and easier access to performance data across applications,” said BenchmarkPortal research analyst, Bruce Belfiore.

Another interesting result of the Benchmark Portal survey was that the three applications call centers are most likely to implement over the next year are post call surveys, Web chat and multimedia queuing.

To read more in-depth about the survey, visit www.benchmarkportal.com.

TES













ID Theft Is All In The Family

February 13, 2007

Consultant organization Mintel has conducted a study that indicates that close to 70 percent of consumers surveyed are either "very concerned" or "somewhat concerned" that their credit or debit card information will be stolen if they make purchases on the Internet (http://tinyurl.com/35fapm).

More than one third of respondents to Mintel's survey perceive the Internet as the medium most likely to result in ID theft. Twenty-eight percent who claim mail theft is most common and one fifth blame credit card receipts. In contrast with these perceptions, the 2006 Identity Fraud Survey Report released by the Council of Better Business Bureaus/Javelin revealed that more than 60 percent of fraud actually occurred at the hands of friends, family neighbors and through other means than Internet purchasing.

In other words, forget Amazon or eBay and take a good long look at your loser cousin Bob who was rifling through your garbage last week because he said he'd dropped a rare collector's beer cap in there.

TES





Interactive Intelligence's Record Results

February 12, 2007

Verint & Witness To Merge

February 12, 2007

Gmail's Cool Factor

February 8, 2007

Teleperformance Reports Strong Growth

February 7, 2007

Enkata Reports Strong Growth

February 6, 2007

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