Brendan Read : The Readerboard
Brendan Read
TMC
| 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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The Wind From The Sun

June 21, 2005

Having been a science fiction fan most of my life, and in particular a fan of the great Arthur C. Clarke, I was extremely pleased to read this bit of news today about the launch of the very first solar sail-powered craft. In recent days, I've picked up and re-read my ancient copy of┬ "The Wind From The Sun," Clarke's 1971 collection of short stories. The book's titular story involves a race between solar sail crafts of different nations.

For someone like me, it's particularly┬ poignant to note that the experiment has been funded by sci-fi author Carl Sagan's widow, Ann Druyan.

SugarCRM: The First Open-Source CRM

June 20, 2005

I'm recently back from a tour of Northern California companies, and still have a lot of notes to assimilate. One of the biggest standout companies was SugarCRM. What an interesting story they have to tell. For those of you unfamiliar with the Cupertino, California-based┬ SugarCRM, the company offers the first completely open-source CRM product.

The Bizarre Nature Of Internet Newscasting

June 15, 2005

I'm out on the road this week, visiting vendors up and down the Northern California coast. But I have a great "Web news" story to relate. Of course, it's only great in retrospect. It wasn't great at the time.

Germans Host Mobile Phone Throwing Contest

June 9, 2005

Ever wanted to hurl your phone away from you in frustration? Unless you're Russell Crowe in a New York hotel lobby, chances are, you generally restrain yourself. But now's your chance to do it officially, with chances to win prizes. On June 25th, Germany will play host to an expected 160 contenders in┬ the mobile phone throwing championships.

Where Has The Money Gone? On Training, Of Course

June 9, 2005

In the June issue of Customer Interaction Solutions magazine, Wade Baker, CEO of Sivox Technology, wrote an article entitled, "Simulation Training: The Power of Continuous Performance Optimization." In it, he discusses the importance of not only training, but training properly. SIVOX, which offers a product that allows agents to interact with virtual customers via real-seeming but simulated customer situations, believes that simulation is the very best way to train agents well without compromising customer service.

Wade's article includes some interesting statistics about training.

How Exactly Is Outsourcing To China Going To Be Better Than Outsourcing To India?

June 7, 2005

According to yet another study, this time from DiamondCluster International, "buyers of outsourcing services in growing numbers are dissatisfied with offshore service providers." Why? Probably because their customers are dissatisfied with offshore outsourcing. Other studies have borne these facts.

But the most striking part of the study is this: "China rapidly emerging as next offshoring hot spot.

Data Brokers Doomed To Walk The Same Path As Outbound Telemarketing

June 2, 2005

Rampant abuses by a few attracting the attention of politicians and legislation? A slew of state laws to be followed, plus pending federal legislation? Strong lobbyists arguring for self-regulation? Public outrage?

London Underground To Be Mobile Friendly By 2008

June 1, 2005

It's a shame, really. There are few places left in the world where one can get a break from the seemingly endless chatter of addicted cell phone users. Subways used to be one of them.

The London Underground, the oldest subway system in the world, was a┬ shelter for millions of Londoners during the Blitz of World War II.

Verizon To Team With Genesys To Offer Hosted IP Contact Center Services

May 31, 2005

I think it's in the nature of many business people to not trust software vendors. It's easy to get confused over the proliferation of features and benefits, and many companies end up throwing in the towel rather than making a bad decision, paricularly if they've been burned before.

But casual observation leads me to believe that companies are more willing to trust their service providers, particularly if they have had a successful relationship with that service provider in the past.

Verizon and Genesys today announced a plan to bring hosted contact center services to customers via a partnership, with Verizon offering Genesys' IP contact center platform to the customers already using Verizon services.

SAP Shows Up In The Same Prom Dress As Siebel

May 18, 2005

Oops...it's always amusing to watch two large companies in a competitive space react to one another like two teenage girls showing up at the prom in the same poufy strapless gown. Hard on the heels of SAP's announcement about the next generation of mySAP CRM, Siebel felt the need to issue a statement. I faithfully reprint it┬ below:

"Siebel Systems is the market leading provider of customer-facing solutions. The vast majority of leading companies in vertical markets such as Life Sciences, High Tech Manufacturing, Communications, Government, and Financial Services use Siebel for their customer-facing systems," said David Schmaier, Executive Vice President at Siebel Systems.

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