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

Voxbone Positions Self as AWS of Communications

“Voxbone is positioning itself as the AWS of the communications space. We power much of the communications market and their vision...

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Homeland Security and EU Remind us Companies are Not Cybersecure

In case the news of constant breaches isn't enough to inform you that most companies are not prepared for cyberattacks, recently, the...

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Fuze Touts Rapid Growth and Significant Samsung Partnership

Fuze is a global UCaaS provider – in business since 2006. Their average seat size is greater than 3,000 with 40% of...

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Infovista Ipanema SD-WAN Now With Nextgen Application Intelligence+ and Cloud-Native Orchestration

In an in-person interview, Ricardo Belmar, Sr. Dr. Global Enterprise Marketing, Infovista explained the company’s Ipanema SD-WAN has enhanced application intelligence as...

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CallMiner Makes AI-Fueled Speech Analytics a Reality

CallMiner allows organizations to extract intelligence from customer interactions,” said Scott Kendrick, VP of Marketing In an in-person interview. You may know...

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Omilia Conversational AI Expands into Cloud

Omilia is a software company focusing on customer service automation. They have an AI system commercially deployed at large scale. They handle...

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PCM Enhances Collaboration Portfolio

PCM is the 2.3 billion dollar a year organization you may not have heard of. They were once PC Mall – remember...

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Remote Support Webinar

February 16, 2006

Ancient History: CTI, Dialers

February 15, 2006

I'm looking through old issues of Telemarketing magazine, which some of you may know is the old name of Customer Interaction Solutions magazine, to discover information about an old program we used to run. I'm having an excellent blast from the past...even though the issues I'm looking through are only from 1993 and 1994, which doesn't seem very long ago, technology-wise it might as well be the Stone Age.

One article boasts about the cutting-edge benefits of CTI (computer-telephony integration), which actually allowed you to see customer records simultaneously with the phone call! (Seems very low-tech now, doesn't it?) Also, another article crows about the virtues of auto-dialing, which at the time was so helpful in replacing "existing technology." What was the "existing technology"?

Call Center Sitcom

February 13, 2006

Bye, Jeeves

February 10, 2006

West Buys Raindance

February 7, 2006

Inbound Regulation

February 7, 2006

Hosted Call Handling

January 31, 2006

Glückliche Geburtstag, Mozart!

January 27, 2006

CEO Of The Year

January 26, 2006

Online Holiday Shopping Summary

January 24, 2006

It's that time again...to begin economically dissecting the results from the 2005 holiday shopping season. From what I gather reading business news, the in-person retail results were a constant, "break even" level, and the online holiday shopping levels once again exceeded expectations...$30.1 billion according to Goldman, Sachs & Co., Nielsen//NetRatings and Harris Interactive.

The same survey detailed something very interesting...82 percent of respondents said they would be less likely to return to a site where they had a frustrating shopping experience, and nearly a third said that a frustrating experience when shopping online would make them less likely to buy at that retailer’s physical store. 

With numbers like that, you'd think companies would be falling over themselves to improve their online shopping experience. But then, we all know that there's a big disconnect between what companies "ought" and what they do.

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