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

Nuance Brings Artificial Intelligence to the Omnichannel World

The robots aren’t coming, they are here is all I could think of today as I mulled over my notes from a...

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NFV Vendor Challenges Part 2

How will the software in NFV networks interact? Via a Management and Orchestration (MANO) layer.

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Rapport Open APIs Increase Employee Productivity

By: Richard Hatheway, Director, Enterprise Communications Product Marketing, Rapport for Large Enterprise, Alcatel-Lucent

What is one of the biggest factors affecting employee productivity today? Recent studiesby the National Business Research Institute and the Pew Research Center indicate that not having the right technology tools to do their jobs is one of the most critical. From something as simple as having a cell phone to as advanced as having a customized app, having the right tool provides employees with a productivity boost.

Unfortunately though, many large enterprises are unable to take advantage of advances in technology due to old or outdated infrastructure and ICT technology silos. In addition, being locked in to one technology vendor often stymies the enterprise from being able to update the tools necessary to increase employee productivity.

For instance, something as simple as developing and deploying a new app is often a frustrating experience, as the enterprise must submit a request to the technology vendor for a new app to be developed, then wait until the vendor adds it to their development queue before finding out when to expect it. This often takes months, if not longer.

In the meantime, instead of waiting for the new app, many employees take the “shadow IT” route. They download rogue (i.e., non-IT-supported) apps that will allow them to move forward with at least some of the functionality they seek, even without IT support. While this work-around may provide some degree of productivity enhancement for the employee, wouldn’t it be better if the enterprise was able to either plug in existing best-of-breed third-party apps or develop and deploy its own apps without having to wait for a vendor to become involved?

Alcatel-Lucent thinks so, which is one of the reasons our new solution, Rapport™ for Large Enterprise, is generating so much interest. Rapport is a private cloud-based communications and collaboration solution designed specifically for the large enterprise.

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Versay Solutions Moves to Support the Omnichannel World

A company known for professional services in the contact center – Chicago-based Versay Solutions has more recently applied its skills in analytics...

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Splice Software Uses the Power of Analytics to Expand its Product Line

Big data and analytics have had a huge impact on numerous spaces and certainly marketing is one of these areas. Perhaps the...

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Jet.com The .Good the .Bad and the .Ugly

The .GoodI’ve been using Jet.com for a few weeks and so far I have found the selection to be about 20-30% of...

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VoicePIN Voice Biometrics Brings New Tech to Phone and Apps

The biometrics market has been around for decades but never achieved widespread acceptance until after Apple rolled out TouchID. Laptop makers...

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Tune In, Call in (And Donate), 'Hope for Haiti Now' Tonight 8pm

January 22, 2010

Here's an important way to help relieve the distress and suffering of the Haitian people from the recent earthquakes, The "Hope for Haiti Now: A Global Benefit for Earthquake Relief" telethon to aid the victims will air tonight at Friday, January 22, 2010 at 8:00 p.m. ET/PT. Helping to make the telethon a success is TeleTech. It will be providing technical infrastructure and 5,000 employees from around the globe to take calls from telethon viewers who wish to make donations to support the people of Haiti.

The warnings of (and responses to) Haiti

January 15, 2010

The almost incomprehensible destruction and loss of life and immense suffering from the earthquake that struck Haiti--alas another disaster amidst the economic and political turmoil that for decades if not centuries that have ravaged the people of this nation--also serves as a warning for companies in their site selection decisions: wherever they locate. The message is this: if you want your contact centers and other back offices to survive disasters in locations whether offshore, nearshore, or onshore then be prepared accordingly because the chances are increasingly excellent that no one else i.e. governments will protect you beforehand, during, or afterward. IOW you're on your own. To change and correct that last situation is--where politically feasible--up to you: to make sure that the authorities are doing their jobs in protecting your firm, staff, and their families.

9-1-1 Operators' Jobs Secure With New Car Infotainment Systems

January 7, 2010

The tough, dedicated professionals who staff the 9-1-1 contact centers, and those equally stressed pros who handle claims calls for health insurers who have been worried that the distracted driving laws being rolled out in the U.S. and Canada will result in fewer calls--and possible layoffs--can breathe easy. That's because the automotive and tech geniuses have managed to come up with exciting new ways for motorists to maim and kill themselves and others that should compensate for the fewer injuries and deaths resulting from the new regulations.

My Top Trends For 2010

December 31, 2009

This is the time of year for predictions and trends forecasting in the coming year, so before the famous lit bill drops in New York City's Times Square I'll offer a few of mine for 2010 and beyond:

Can Social Media Influence Sales? Just Ask Simon Cowell

December 21, 2009

If there is ever a demonstration that social media can make or break a product--and why enterprises should wrap tools and training with CRM strategies to effectively tap this new channel via their contact centers as presents to themselves-- then a recent U.K. Facebook-organized campaign to deny the debut single from the recent winner of Simon Cowell's X Factor reality show the hallowed position of Britain's top Christmas pop song should be it...And that's the lesson with social media. If individuals can topple the best efforts of an industry giant like him--with the lovely touch of beating the musical equivalent of saccharine with Semtex--imagine what those who believe or dislike other products and firms can do if they can gain support for their campaigns via the social channel.

Thinking Twice About Loyalty Programs

December 14, 2009

Developing customer loyalty through card/membership programs is a good idea, in theory and for the meantime in practice. Yet is this a short-term gig, about as effective cash/gifts/other goodies-based performance incentives, with the same inherent flaw? If companies spent more time and resources on the latter--delivering rightpriced items and experiences--reinforced by quality customer care including easy-to-navigate web sites and IVR menus and well-trained and attentive contact center and in-person i.e. retail, ticket counter, checkin staff--at the right price than on gimmicks like the cards, cutting out the programs' expenses and profits to the middlepeople--they may amaze themselves in seeing how loyal customers can be.

May Nortel Execs' Stockings Be Laden With Coal

November 30, 2009

Canada's CBC reported Thursday that Nortel's management approved a plan earlier this fall to reward themselves with salary increases, investments or bonuses. An internal document obtained by the broadcaster outlines a new compensation scheme for 72 Nortel executives that will see them get a total of $7.5 million on top of their current salaries in 2009. This greedy self-serving, yet not surprising move given Nortel's record of incompetent, questionably ethical management--one whose stupidity is matched only by its board who failed in its duties to properly oversee this outfit--comes out at a time when those that actually did their jobs well--its pensioners and long-term unemployed--are being denied what is rightfully theirs.

Who Needs Telemarketers? Pay People To Tweet and Post Instead

November 23, 2009

Here's a budding new and potentially more profitable and much less costly option to those hated (and in turn heavily regulated) cold-call telemarketing callspaying people to pitch goodies from their social networks i.e. Facebook, Twitter, etc.

Want To Make Money? Shape Up Your Voice Self-Service

November 18, 2009

managers and execs, here's a winner of a tip to make money and not leave it on the table: clean up your automated voice a.k.a.

Make Customers Smile? Give Them Low Priced Half-Decent Products

November 13, 2009

A Nov.11 Los Angeles Times column by David Lazarus makes more kicks at the commonly stated (if not truly believed, and for good reason) assumption of organizations, their contact centers, and their suppliers that customers really give a rat's hindquarters about customer service especially in this tough economy.
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