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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RightNow Acquires Salesnet

May 22, 2006

New Call Centers

May 19, 2006

The growth of call centers, both U.S. domestic and international, is becoming hard to ignore. As consumer companies finally start to realize that the quality of customer service they provide is becoming the primary determinant factor in whether they keep or lose customers, these organizations are scrambling to build world-class facilities.

And it shows in the amount of recruitment taking place.

Issues Facing Call Centers

May 17, 2006

Also Sprach Zarathustra

May 10, 2006

Skippy's Birthday

May 8, 2006

I have a goldfish. The golfish's name is Skippy. (This is starting out like a pre-K "I Can Read!" book, I know.) The fish sits in a tank on my desk and is both the unofficial mascot of the TMC Editorial Team, and a favorite amusement of the young children of fellow TMCers when they visit.

Yesterday was the third anniversary of my acquisition of Skippy, for whom I paid 12 cents.

Verizon Causes Pain

May 8, 2006

Colbert & The Blogosphere

May 4, 2006

Whatever your opinion of Stephen Colbert's presentation at the recent White House Correspondents' Dinner, you must admit that it has created an interesting phenomenon.

Though the speech and its fallout have been barely mentioned on the mainstream news Web sites and in newspapers, it's currently one of the most hotly debated topics in the blogosphere. Why the disconnect?

I have no idea.

Keef Vs. Tree

May 1, 2006

Nice Acquires IEX

April 28, 2006

Customer Service E-mails

April 24, 2006

I just sent a query to my credit card company via their Web site asking about their surcharges on transactions made in foreign countries (I'll be going on vacation this spring.) I've used this method before. When an agent answers my question, I get a notification to log into my account and view the response.

It used to annoy me that so many telecom and financial services companies no longer make their phone numbers easy to find.

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