Brendan Read
TMC
Effectively Telling Your Product's Story
One of the most interesting aspects of my career is watching the thousands of companies I have met over the years make...
Full Story »
Dialogic and Cisco Round Out Day's NFV News
It’s been a busy week regarding NFV and the software telco (R)evolution. First off Dialogic had some solid thoughts on six of...
Full Story »
The Big Deal about Big Data Analytics
By Greg Owens, Senior Director Customer Experience Solutions Marketing, Alcatel-Lucent
The rise of big data is causing service providers to ask some big questions: How should we store our data? How long should we keep it? What parts of it are relevant to our business? Most importantly, how do we get value from it? To turn big data into a big deal, service providers need to extract insights that can help them make smart business decisions and improve the customer experience.
The value of big data is all in what useful and actionable information it can provide. I find it exciting to see how service providers use big data analytics to gain new insights and solve complex problems. With this post, I’ll look at some new research by industry analysts and three key opportunities that big data analytics presents to service providers.
<
WebRTC: The Revolution Won't Occur Without a Media Server
Next Thursday at the WebRTC Conference and Expo, I’ll present a conference keynote that might not be exactly what attendees expect...
Full Story »
Software Telcos Based on NFV Want Less Equipment Provider M&A
Mergers are nothing new but about a decade ago in the telecom market they reached a fever pitch when SBC purchased AT&T...
Full Story »
Linux Foundation Embedded Solutions Director's Case for Open Source and Connected Car
The car of 2013 is different from the one I learned to drive, a 1974 Ford Maverick with rear federal bumpers, aluminum...
Full Story »
Business Video and Queen Lead Guitarist Brian May
"A good video can make all the difference," says Brian May (Ph.D. Astro-Physics and Queen lead guitarist). Such is true for business!Even...
Full Story »IP-Based Call Centers
March 30, 2006If you're thinking about moving to an IP-based call center but are not sure how to proceed, attend today's Webinar entitled, "The Whys, Hows and Whats of IP-based Systems for the Call Center." The event, which will begin at 2:00 pm EST, is being sponsored by Nuasis Corporation, and presented by myself and Nuasis' Joe McFadden.
For more information or to attend, click here: http://www.tmcnet.com/Webinar/nuasis/ip-based-systems-for-call-centers.htm
TES
Largest Union Chooses SER
March 28, 2006SER Solutions today announced that Service Employees International Union (SEIU) has implemented SER's CPS Enterprise Edition (CPS E2), its next-generation outbound call management solution, to support the organization's Political Action Center across its contact centers nationwide.
Using CPS E2, SEIU conducts fundraising campaigns, get-out-the-vote efforts, rally participation, member services and representative programs, and other services for local unions and industry divisions with greater productivity and reliability.
More info about SER and the implemenation may be found at www.ser.com.
TES
Real News?
March 27, 2006Remember when mainstream news organizations actually gave news? Today, on the CNN headlines, there are stories about "Scarlett Johansson, the sexiest women alive," information about David Hasselhof's alleged wife-abuse, a story about the Dixie Chicks, an article about a "Muslim Madonna" who "shows skin" and garners death threats, a story about a dancing NFL player, and finally a link to a video of a dog who had a freak accident with a stick.
Am I the only one afraid that at this rate,20 years from now, news stations will carry only video of people banging rocks together and mimicking fart sounds?
TES
Bands & Search Engine Feedback
March 24, 2006I got an e-mail from Dave Home in the UK today pointing me toward an article called "Band Names In The Internet Age" that he wrote for his indie music review site CoolNoise.com.
http://www.coolnoise.co.uk/bandnames.htm
He points to, among others, an existing band named "A," which is, in essence, completely screwed on the search engine front.
Thanks for the link, Dave.
TES
Kudos To Convergys
March 23, 2006Outsourced customer care provider Convergys announced today that for the sixth consecutive year, the company has been chosen as one of "America's Most Admired Companies" by Fortune Magazine. Fortune surveyed 10,000 executives, directors, and securities analysts to rate the companies in their own industry based on eight key attributes: innovation, employee talent, use of financial assets, social responsibility, quality of management, financial soundness, long-term investment value and quality of products and services.
Congratulations to Convergys!
TES
Filipino Call Centers To Grow
March 22, 2006An article in the Asian Journal today discussed projections for Filipino call center growth, which may turn out to be staggering in the next four years. Philippines President Gloria Macapagal-Arroyo has said that the number of call centers in the country may increase 15-fold by 2010, bringing the percentage of Filipinos working in call centers by that date to two percent of the population.
The entire article may be viewed here: http://www.asianjournal.com/?c=47&a=11520&sid=c1115e59ccb70393535e88ae494f3436
Aspect Leads In Magic Quadrant
March 21, 2006Aspect Software announced today that it has been positioned in the "leaders quadrant" in Gartner's Magic Quadrant devoted to "contact center infrastructure," (i.e., the meat and potatoes solutions that contact centers use to actually transact their business on a daily basis).
Aspect attained this much-sought-after position because, according to Gartner, “Leaders are high-viability vendors with broad profiles, significant market share, broad geographic coverage, a clear vision for how contact center needs will evolve and a proven track record for delivering contact center products.”
Congratulations to Aspect.
TES
Credit Freeze Feedback
March 20, 2006I'm getting a great deal of feedback on my series of articles regarding credit freezing. I've gotten some different perspectives from these e-mails, so I'm going to start and post some of them. One reader wrote and said,
Dear Tracey:
I read your column on security freezes and found it very interesting. If it were me, I might add Innovis Data Solutions (CBC Innovis) to your security freeze list, the fourth “secret” credit bureau that may eventually start selling credit reports. Check NJ PIRG for more info.
Aspect Does Outbound
March 16, 2006Aspect Software today announced the general availability of its Aspect Enterprise Campaign Manager 2.0, which is an outbound campaign strategy management and call optimization product.
In an era when even companies that do primarily outbound don't want to be known as companies that do outbound, it's nice to see continued innovation in this area. I have been busy compiling the "Outbound Technologies Roundup" for the upcoming April edition of Customer Interaction Solutions, and I was bowled overy by how many companies are still aggressively pursuing...and succeeding...by focusing on outbound technologies and services.
It's also a fallacy that the only growth in outbound is overseas...evidence from this year's Top 50 Teleservices Agencies Ranking proves that U.S.
Dialers On EBay
March 13, 2006You know your industry has arrived when the tools of its trade are being sold on eBay. Never thought I'd see the day when you can visit eBay to bid online for ETS/AMCAT 2000 predictive dialers: http://cgi.ebay.com/Predictive-Dialer-Bid-Per-Seat-More-Dialers-My-Store_W0QQitemZ5870957258QQcategoryZ51279QQcmdZViewItem
TES
