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

What's Up With the Data Center?

This morning there is an article that "RDG Capital Fund Management, the investment vehicle of Russell Glass and a significant shareholder...

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Experience-Centric

While search slideshare (now LinkedIn slideshare), I saw this slide, which sums up customer expectations as well as a conversation I...

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NFV Vendor Challenges Part 1

We’ve all likely seen the Gartner hype cycle for emerging technologies curve.  I remember many, many years ago when I first saw...

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Clinton's BYOD Phones, E-mail Server May Achieve Bin Laden's Goal

One of Osama Bin Laden’s goals was to assassinate president Obama in order to get Joe Biden promoted to president. Said Bin...

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The Importance of a Software Media Server/Media Resource Broker to Handle Diverse Multimedia Resource Requirements in a VoLTE Network

It would be nice sometimes to live in a bubble where you would only have to deal with what was in...

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CyberFlow Analytics Detects Cybersecurity Breach Anomalies

Security experts agree – there is absolutely no way to ensure your network is 100% safe from cybercriminals – if they really...

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Fiber Play: NTELOS Bought by Shentel

It is all about fiber. Whether it is fiber-to-the-home or fiber lit buildings, the bankers love the word fiber. (I will...

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Star Trek XI

August 4, 2006

Onyx Says "I Do"

August 2, 2006

Only days after finally fending off unwanted advances from would-be acquierer CDC, Onyx Software has offered its and to its preferred suitor, M2M Holdings Inc., the holding company that is jointly owned by Battery Ventures VI, L.P. and Thoma Cressey Equity Partners and whose primary asset is Made2Manage Systems Inc. (and you thought your company name was a mouthful).

For more info, see David Sims' article of this morning: http://news.tmcnet.com/news/-onyx-m2m-crm-/2006/08/02/1764983.htm

It's interesting to note that Thoma Cressey Equity Partners' name appears to be popping up all over the enterprise business communication solutions marketplace as of late and appears to have secured a great deal of pocket change in the form of VC money.

Heat Insanity

August 1, 2006

Friday marks the 114th anniversary of the mysterious and unsolved axe murders of Andrew and Abby Borden, the father and step-mother of the infamous Fall River, Massachusetts spinster, Lizzie Borden, who has always been suspected of doing the deed, but was acquitted at the time (and in mock trails since) for a complete lack of evidence. (Conspiracy theories abound on this topic.)

Sources say New England was experiencing a deadly heatwave during the days surrounding the 4th of August, 1892.

With the temperature topping 100 here in Connecticut today, and the heat index up near 110, all I can say is that were I forced to wear a corset, a corset cover, a camisole, a shirt, a bodice, leg-o-mutton sleeves, a long skirt, stockings and lace-up boots on a day like today and in a house with no fans or air-conditioning, I'd probably contemplate a murder or two, as well.

Internet Paid Content

August 1, 2006

Posts To My Blog

July 21, 2006

Every once in a while, I need to visit the comments section of this blog and clear it out. It seems I need to do it more often. I expect the proliferation of spam to the blog...that's easy to spot. Lots of companies selling mobile phones, SIM cards and accessories will spam.

Call Center Confusion For Medicare

July 19, 2006

CRM, salesforce automation, knowledge management and quality management all exist for a very good reason: to avoid creating nightmare scenarios like the one the U.S. government and the call centers it has contracted have made over the Medicare Plan D.

This article reveals that calls to different call centers about the Medicare Plan will garner radically different and conflicting responses, and not a single call center tested has been able to offer correct answers much more than half of the time.

No wonder today's seniors are confused over the Medicare Plan. It's hard not to become confused when you aren't starting with the correct information to begin with.

AOL To Go Free?

July 17, 2006

AOL To Go Free?

July 17, 2006

Verint Acquires Mercom

July 14, 2006

Stone Age Faxing

July 12, 2006

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