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

cVidya Helps CSPs Provide Mass Customization to Boost Profit

We live in an age of mass customization. We've seen the trend for decades but its accelerating as customers can design their...

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cVidya Helps CSPs Provide Mass Customization to Boost Profit

We live in an age of mass customization. We've seen the trend for decades but its accelerating as customers can design their...

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The MWC 2015 Reality

A month ago I wrote a blog about what I’d expect to see at Mobile World Congress.  At that time, I...

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Quantifying IP/optical integration synergies

By:  Alcatel-Lucent’s:

  • Ben Tang, Distinguished Member of Technical Staff in the Bell Labs Consulting Services department
  • Mohcene Mezhoudi, Senior Consultant Member of Technical Staff in the Bell Labs Consulting Services department
  • Arnold Jansen, Senior Product Marketing Manager

From original Alcatel-Lucent TechZine posting

IP/optical integration typically results in cost savings, but maintaining service availability is also essential when measuring total return on investment (ROI). An analysis of 3 modes of operation found multi-layer protection and restoration to be the most cost efficient while meeting availability requirements.

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5 models to speed LTE public safety adoption

By: Jérôme Brouet, Public Safety Solution Director, Alcatel-Lucent
From original Alcatel-Lucent TechZine posting

Public safety professionals require the highest level of reliable, multimedia mobile communications to enhance their operational effectiveness. And while standard based long term evolution (LTE) provides the most cost-effective and secure way to support these broadband communications, transitioning to this new technology will demand a complex technical, operational, and business evolution for the public safety community.

Why LTE – and why now?

Public safety communications are at a turning point. The most urgent events – planned and unplanned – require more than mission-critical voice to improve first responders’ efficiency. Real-time imagery, video, geo-localization, and high-speed access to private cloud-based information and applications are becoming essential to fulfill first responders’ missions.

Existing private mobile radio (PMR) systems have limited capabilities to deliver this, because they were designed to primarily support narrowband mission-critical voice.

For LTE, it’s a different story. LTE can complement existing PMR networks to dramatically enhance operational effectiveness and coordination within a secure infrastructure shared by cooperating agencies.

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5 areas OpenStack needs help to support NFV

By: Andreas Lemke, Marketing Lead, CloudBand NFV platform, Alcatel-Lucent
From original Alcatel-Lucent TechZine posting

OpenStack isn’t an as-is solution for telco network functions virtualization (NFV) infrastructures. OpenStack is an open-source cloud management technology that provides many of the capabilities needed in any NFV environment. And this has prompted interest among many telco service providers.

But to realize the full benefits of NFV, service providers need NFV platforms that provide additional capabilities to support distributed clouds, enhanced network control, lifecycle management, and high performance data planes.

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TCS Shows Telemedicine Improvements and more at #MWC15

TCS had a wealth of interesting news at MWC - probably the most interesting was their VirtuMedix solution which is a...

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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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