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

AT&T Connected Health Foundry Celebrates Success

Earlier today we discussed how some years back IMS provided a platform for carriers to roll out applications. The industry discussed the...

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FixStream: Enterprise-Grade Operational Intelligence Across Hybrid Cloud

Mapping applications and infrastructure across clouds to allow rapid problem resolutionEnterprises continue to add applications, infrastructure and devices and quite often, the...

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Why iPhone X Sales Will be Epic

The iPhone X is priced at $1,000 which is the first time a mainstream phone has an entry-level price with four-digits in...

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SIP Trunking Options for Mixed Networks

Back in June, I wrote a blog about using Gateways for SIP trunking if there are PSTN lines inside the enterprise.  And this makes...

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Shocker! People Who Buy an $800 Phone can Afford $1,000

We have been reaching tech blogs and articles from some of the most respected writers in all of tech-dom and apparently they...

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C by GE Sol: Would You Buy a $200 GE Lamp?

Some time back we were fortunate enough to attend a breakfast meeting with Jack Welch in Stamford Connecticut. At the time, the...

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Apple iPhone X Face ID May not be Secure Enough for Many Users

While Face ID is theoretically 20 times more secure than Touch ID at 1:1,000,000 chance of a false match as opposed to...

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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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