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...

Full Story »

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...

Full Story »

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...

Full Story »

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...

Full Story »

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...

Full Story »

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...

Full Story »

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...

Full Story »

Deloitte & Touche/P&AB Weight In With Data Privacy Survey

June 29, 2005

For the second time in a week, a report has been released that documents Americans' high level of concern regarding data privacy and fears of identity theft. Seventy-eight percent of the 2,322 adults surveyed believe that consumers have lost all control of who collects their data and how the information is used. Though this survey does not register opinions on the the lack of action by U.S. government agencies, it does¬ extrapolate that as many as 140 million U.S.

Aspect Releases Uniphi Suite 6.1; Integrates eGain E-mail

June 29, 2005

As a follow-up to yesterday's announcement by Aspect of its Uniphi Suite version 6.1, the latest release of¬ the company's¬ applications convergence platform for contact centers, Aspect today announced a cooperation between itself and Web customer service company eGain Communications. eGain Mail, a component of eGain Service version 7, has been validated to work with Uniphi Suite 6.1 and provide users with a way to bring comprehensive e-mail customer care into their Aspect-based customer care operations (which already entail ACD, CTI and IVR functionalities). The goal was to allow agents using Aspect Uniphi Suite to access eGain‚Äôs centralized knowledge base.

‚ÄúContact centers using eGain Mail with Aspect Uniphi Suite can provide a consistent quality of customer service across e-mail, voice, Web and other Aspect-supported communication channels, ‚ÄĚ said Brian Gentile, senior vice president and chief marketing officer at Aspect.

The Birth Of Workforce Optimization

June 28, 2005

You may be hearing quite a bit about "workforce optimization" really. Considering the speed at which industry buzzwords fly over our heads nowadays, it may have slid by without your noticing. This one, unlike a lot of other terms, is a good one. It's a term that's likely to be around for a long time to come.

In-Stat Study Notes Telecom Focus On U.S. Ethnic Communities

June 27, 2005

It's no secret to anyone who works in the realm of marketing that the U.S.'s growing Hispanic community is now, and will continue to become, a hot commodity. Rising disposable income, increasing rates of broadband adoption and a preference to do¬ business in their own language have all added up to make¬ U.S. Hispanics one of the most targeted groups by the¬ marketing and advertising communities.

The increasing success of niche-market teleservices providers, such as Texas-based Hispanic Teleservices Corporation (, attests to this trend.

Call Centers: Please Stop Asking For My Phone Number

June 24, 2005

Have you noticed lately that every time you call a company: your insurance agent, your car loan company, your cable TV provider: the first thing they ask you for is your phone number?

I know why they do it -- it's a unique way to track customer records, and since most people won't give out their social security numbers to anyone who asks, and your phone number is more unique than, say, your shoe size,¬ birth date¬ or high school locker combination, it's a good substitute.

The problem is, that most of us have many phone numbers today. Each time a company asks for my phone number, I respond, "I don't know." It's not that I don't know my own phone number, but it's impossible for me to remember WHICH phone number the company might have on record.

Data Theft? What Data Theft?

June 23, 2005

Perhaps you've been keeping an eye on the rather regular incidences of credit card and other personal information going "missing" from some company or another's database...hackers, user errors, "lost" backup's been all over the news in the last few weeks. It's like watching a leaky bucket lose water.

You've noticed it. I've noticed it.

Drowning In Reports? Leverage Customized Business Intelligence

June 22, 2005

It's no secret that nowadays, companies are drowing in data. Every piece of software an enterprise uses today has built-in analytics and reporting functionality. Most companies are up to their armpits and sinking fast in data. Obviously, it's not enough just to possess the need to know how to make sense of it.

FrontRange To Throw Its Hat Into The Hosted CRM Ring

June 22, 2005

A lively early morning visit to TMC by FrontRange Solutions' VP of Products, Kevin Smith, yielded some interesting news on the company's future plans, both short-term and long-term.

What piqued my interest the most was their announcement of the company's intention to bring to market a hosted CRM solution next year. The as-yet-unnamed (or, if there is a name, it wasn't mentioned) ASP-delivered CRM solution will follow the launch of a new hosted IT solution.

Such a solution will be a hot system to watch, and give competitors (, Siebel) a long run for every bit of their money.

Calling All Teleservices Agencies: Get Listed In The "Who's Who"

June 21, 2005

Each year, Customer Interaction Solutions magazine publishes its comprehensive list of¬ both U.S. domestic and foreign teleservices agencies. This list, which will be published in the October 2005 issue of Customer Interaction Solutions, is considered THE definitive source for shopping for outsourced customer services. (Please note: This listing is for companies that offer call/contact center services to other companies on an outsourced basis.) ¬  Please send an e-mail to¬ Editorial Director Tracey Schelmetic ( with the subject "Who's Who" and provide the following information: ¬  Company name Company contact person Postal address Phone number E-mail Web address Type of service: (see below) ¬  ¬ ¬ ¬  A: Inbound ¬ ¬ ¬  B: Outbound ¬ ¬ ¬  C: Multilingual services ¬ ¬ ¬  D: Interactive ¬ ¬ ¬  E: E-mail capabilities ¬ ¬ ¬  F: Other Web-based communications (text chat, co-browsing, videoconferencing, etc.)

267,000 Subscribers Can't Be Wrong

June 21, 2005

This morning brings the announcement of Summer '05, the 18th inception of the San Francisco-based company's wildly successful hosted CRM system. Along with new features debuted with Summer '05 is the announcement that the company has created the world's first hosted operating system, Multiforce 1.0.

I agree in part with Marc Benioff's statement that is, "the most robust, flexible and customizable on-demand applications that precisely conform to their business processes," but after having spent some time with SugarCRM (see blog from yesterday), I don't know if I'd call "the most customizable."¬'s a product a great many people have had astronomical success with, and it certainly turned the enterprise business software industry on its ear.

Full release below.

Featured Events