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

Telnyx Dave Casem Interview - Democratizing the PSTN, Be Your Own Carrier

Telnyx is a key sponsor for OpenSIPs Summit May 2-5 in Amsterdam. I remember what a great job Telnyx did in its...

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Can a Class 4 Softswitch run in the Cloud?

Can a Class 4 softswitch really run in the cloud?  This was a question I got at Mobile World Congress from a...

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Where's the Margin? (Part 1)

As much as I grumble often about the VoIP/UC providers and their lack of differentiation, SD-WAN is going to be just...

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First Hackproof Wi-Fi, then Grab Some IP Communications

While most of TMCnet blog readers want to monetize IP communications, most of the world just wants to be able to use...

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Software Media Servers Help CPaaS Offerings Such as GENBAND Kandy

Cloud communications are giving customers deployment options they never had before. Big data centers running ‘you name it’ communications functions and software...

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New Flowroute Customer Onboarding Platform Lubricates CSP Porting

Smoothly and effectively onboarding new enterprises is one of the most significant operational challenges for cloud communications providers. Flowroute is aiming squarely...

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CounterPath Bria-X Delivers Cost-Effective UCaaS Solution

In the 1990s Novell had a lock on servers in the enterprise. There was no Linux but SCO UNIX and IBM's AIX...

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Does Nyah-Nyah Marketing Really Work?

February 9, 2005

Turning Banking Call Centers Into Relationship Centers

February 7, 2005

This news item appeared today:

S1 Enterprise Delivers Complete Solution for Transforming Banking Call Centers into Relationship Centers

I picked out this quote from the release -- seems to reflect an important truth in financial services:

"The call center was once a cost center to most financial institutions, but it is now seen as potentially a major profit center and as the point where service representatives have the greatest impact on customer satisfaction and retention."
-- Ross McKay, vice president of product management for retail banking at S1

Dictaphone: An Old Dog With Very New Tricks

February 1, 2005

If I put 1,000 business people into a room together, and asked them all what the most significant cost of doing business is, my guess is 999 of them would answer "labor." (Perhaps the one lone dissenter works in the Underworld, where "firing employees" literally involves the use of a flamethrower.)

Why is labor so expensive? It's not just the salaries, of course, though those are a large part...it's the turnover. From the moment an employee departs, the process of hiring a replacement involves a cash and resource outlay every step of the way. First, you've lost company human capital in that trained employee who has just departed.

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