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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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DMA To Teleservices Agencies: Pay Attention To The Hispanic Market

April 22, 2005

The Direct Marketing Association (DMA) has just released its first-ever "DMA 2005 Hispanic Market Report," in which it evaluates the growth potential of the Hispanic market in the U.S. for teleservices agencies.

Notable informational tidbits from the report include:

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  • US Census projections indicate that the U.S.

India's Largest Outsourcer Reports 58% Growth

April 22, 2005

India's largest IT, BPO¬ and teleservices outsourcer, Wipro Limited, today released its fourth quarter fiscal results (ending March 31st) to fanfare: the company reports a 58% growth in net income for its year end. Net income was totaled at $363 million (Rs. 15.83 billion). Revenue was $1.87 billion (Rs. 81.35 billion), which translates to a 39% growth rate over last year. The company's Global IT Services & Products Revenue was $1.39 billion (Rs. 60.71 billion), which is a 40% increase from the previous year.

Federal And State Teleservices Legislation Update

April 21, 2005

Next Tuesday, April 26th, the Direct Marketing Association (DMA) is hosting a teleseminar on "Federal And State Teleservices Legislation Update." The event is to be moderated by Robert Borders, president of The TM Group, and speakers are slated to be Dan Smith and Anne Darr of DeHart and Darr Associates Inc. and Joan Mullen of of ORC ProTel, Inc.

Those wanting to register can do so at

Why is it so important to attend sessions of this nature regularly? Because compliance in teleservices is like aiming at a moving target.

Family Entertainment and Copyright Act of 2005

April 19, 2005

Watch for the "Family Entertainment and Copyright Act of 2005" to be passed today by Congress. It's a big gift to the entertainment industry in terms of its prohibition of bootlegging copyrighted audio and video material, or recording a cinema-released film on videotape from the audience (which is the primary means¬ by which films show up for sale on DVD just days after they've been released).

The part that the entertainment industry won't be so happy about is the language that makes it legal for distributors to sell "edited" versions of films, with the language, violence and sex edited out. (One might ask, "What's the point of watching the film?" but then, I suspect I'm not in the target demographic for this type of service.) Hollywood film makers have argued for years that it should be against the law for anyone to alter an artist's vision by cutting out what some subset of the populace does not want to see.

Web Cams: Corn, Hamsters, Volcanoes & Cardinals

April 18, 2005

I find Web cams strangely enthralling. When Mount St. Helens threatened to blow last year, I periodically logged onto the "Volcano Cam" to see how high the plume of ash and steam was. I even fell for the "Corn Cam" several years ago, when it was chic among Web surfers to log in and see how high the corn in some Iowa farmer's field had gotten that day. (The link is at¬ but it has not yet been made active this growing season.)¬ My particular favorite was the "Hamster Cam" (located at¬¬ which more often than not, allowed you to watch a hamster sleep.

Staying Current With Compliance

April 18, 2005

Compliance is a tricky thing: you do your homework to find the most effective solution for following the scads of federal and state legislation, you implement the solution and then you hope for the best. Call Compliance and TPG TeleManagement have joined forces and created a new audit service, Compliance Testing & Solutions, LLC (CTS). CTS has been created especially for teleservices companies, which bear perhaps the greatest compliance¬ burden in b-to-c business.

The new service offers a kind of third-party verification and¬ covers the compliance gamut: do-not-call lists of all kinds, dialing restrictions/legislation, billing requirements, and internal compliance procedures.

California: The Harbinger Of Identify Theft Disasters

April 15, 2005

There's a great opinion piece in the New York Times today. Editors of the Times point out that were it not for California's law requiring that customers who have their personal information stolen be notified (California is the ONLY STATE IN THE UNION with such a law), no one would have ever known about the stolen data disasters at LexisNexis and ChoicePoint.

The writer calls the California law and the consumers that benefit from it, the "canary in the data mines," a great analogy.

Despite identify theft becoming rampant and producing an estimated $50 billion per year in losses, Federal legislation has been lagging.

Usernames, Passwords, PINs and Secret Handshakes

April 14, 2005

If you're like me, you frequently suffer from password panic. It's a chronic affliction.

I went to pay my Verizon bill online today. When I followed the link from my reminder e-mail, I was asked for my user name and PIN number.

Comcast VoIP: An Extra $10 To Bang My Head Against The Wall

April 14, 2005

Before I muse a little¬ on the news highlighted by¬ Johanne Torres' recent article on TMCnet, "Comcast VoIP Plan Rolls Out in Boston and Hartford, CT," (, I'll say first that I'm a Comcast customer, by virtue of where my house happens to be,¬ for both cable television and broadband. I've written in the past before about how I¬ find Comcast to be the most customer-service challenged company I've ever had the displeasure to deal with. Each interaction with Comcast takes a year off my life...I'm convinced of it.

Reading Johanne's article this morning, I find that Comcast is ready to offer me VoIP phone service.

Disabling A Browser's "Back" Button

April 12, 2005

There should be a special place in hell for Web developers who disable your "back"¬ button. I'm sure it's happened to you before. You're surfing a Web site, finishing copying down the recipe for garlic-pineapple pickles in aspic, and then attempt to return to the page you were looking at before the craving for garlic-pineapple pickles in aspic assailed you. No're stuck.

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