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

Longview IoT Boosts Energy and Wireless Efficiency

Some of the biggest challenges slowing down the adoption of IoT are security, efficient battery usage and optimized wireless communications.One company has...

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Hallmark's Simple, Inexpensive Way to Boost Customer Satisfaction

In an effort to boost margins, companies often push more users to automated solutions such as FAQs, chatbots, voice bots and anything...

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Huawei Places the World's First 5G VoNR Video Call

Huawei recently completed the world's first voice over NR (VoNR) call. The voice and video call service was made using two Huawei...

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IGEL Advances Future of Work

IGEL is a provider of a next-gen edge OS for cloud workspaces. The company’s software products include IGEL OS, IGEL UD Pocket (UDP) and Universal...

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Tata Communications and Cisco Collaborate on SD-WAN

Tata Communications and Cisco have extended their partnership to enable enterprises to transform their legacy network to a customized and secure multi-cloud...

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How to Win the 50-Year-Old China Trade War

Today and this week in-fact is historic - the left and right in the U.S. agree that we have a major trade...

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Extreme Elements Enables The Autonomous Enterprise

Extreme Networks just announced Extreme Elements which in-turn enables the autonomous network and subsequently the autonomous enterprise. In a dynamic webinar, Dan...

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How To Sell 50,000 Units Per Hour

July 13, 2005

Can you imagine inventing something that, when it debuts to the marketplace at nearly $30 per unit, can move off the shelves of a single store chain at a rate of 50,000 per hour?

Welcome back to Hogwarts, kids.

Barnes & Noble CEO Steve Riggio has stated that the bookstore chain expects to sell just that many in the first days (weeks?) of this weekend's release of "Harry Potter And The Half Blood Prince."

The only books that sell anywhere near as well as J.K.

Bernie Goes To The Hoosegow: Bye, Bernie!

July 12, 2005

We Want Your Opinion: Who Is The "Best-in-Class"?

July 12, 2005

TMC is currently embarking on an exciting new venture: We're collecting the user community's opinions on the software and systems call center/contact centers use in their everyday operations. We want your honest opinions. (Yes, you can be mean if you're so inclined).

Our Best In Class Survey, which is currently underway, will pay you $10 if you fork over your detailed opinion about any of the systems you use every day: CRM, workforce management, on-demand products, call recording, ACDs, headsets, IVRs, speech systems, list management, PBX/IP-PBX, dialers, teleservices,┬ sales force automation, knowledge management.

Hispanic Teleservices Corp's Kit Cooper Ernst & Young Entrepreneur of the Year

July 12, 2005

Congratulations goes out this morning to the co-founder of Hispanic Teleservices Corp., Kit Cooper, for being named as one of this year's Ernst & Young Entrepreneurs of the Year. Hispanic Teleservices Corp. is a rising company within Customer Interaction Solution's Top 50 Teleservices Ranking.

The Texas-based company operates call centers in Monterrey, Mexico and targets the rapidly growing U.S. Hispanic market.

Congratulations to Kit.

Vodafone Pulls It Together With Jacada Fusion

July 12, 2005

Jacada announced this morning a new user: British wireless company Vodafone. The company adopted Jacada's Fusion product.

I like this product. If you haven't seen it in action, this is what it does: It takes the multitude of screens that call center agents need to keep open at all times: CRM, e-mail, SFA, Web chats, WFM, call recording, etc., and merges them into one screen.

Forrester Finds Demand For Mobile Applications Outpacing Expectations

July 11, 2005

Talk about "po-tay-to" "po-tah-toe". I liked this news that a survey indicates that "businesses are adopting mobile applications faster than they'd planned."

Mightn't it also be that companies waaaay underestimated the growth and adoption rates of mobile applications?

In any case, it explains why every company and his brother's company has been offering its products on mobile platforms lately.

Call Centers' Hunger For Actionable Data Drives Profits For Inova's Real-Time Reporting Solutions

July 11, 2005

There are certain technologies many of us in the industry are guilty sometimes of considering less capable of innovation than other areas of the industry: display technologies and headsets are two industries that sometimes fall prey to these very undeserved prejudices.

Turns out, while many people were considering display technologies commodities -- a sort of necessary purchase but not one to get excited about -- the companies that produce these products and their associated real-time data applications are quietly doing very well.

Why? The contact center industry has become data hungry.

Shocking Evidence That Outsourcing Actually Works

July 11, 2005

It continually amazes me, after all this time, that the results of a successful outsourcing venture are still viewed as surprising. In the release below, we see some concrete results reported by Indiana-based HMO M-Plan regarding post-implementation results with its outsourced partner, Beryl.

This reminds me of a┬ television commercial that aired a few years ago┬ (I do not remember for which computer hardware/services company) in which a company's┬ upper management gathers for its usual nightmarish weekly┬ IT troubleshooting meeting. Turns out, the company turned all its IT functions over to said (forgotten) hardware/services company.

IBM Says: No Phreedom Phrom Phishing

June 30, 2005

Is it possible that there's a cyclical rhythm to phishing attacks? Reading the wrap-up of IBM's May Global Business Security Index, you'll notice that phishing peaked in January, then dropped back, and then peaked again in May. Is it a coincidence that these are two periods when most university students are on breaks from school? Just a thought.

The report also notes that in May, more than 30 percent of e-mails contained some form of a virus.

Today's Advertising "D'oh!" Moment

June 29, 2005

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