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

WebRTC and the Enterprise

I was reading an article titled, “How WebRTC can serve the Enterprise” but when I originally saw the headline I thought...

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Jeff Pulver, Andy Abramson, Craig Walker, Alon Cohen, Mike Tribolet, Andy Voss and Danny Windham at ITEXPO Next Week

Panel to celebrate 20 years of IP communications/VoIP and discuss its future. Next week at the 29th ITEXPO, I get the pleasure...

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Alcatel-Lucent CEO Michel Combes on Importance of Bringing Ultra-Broadband to Africa

By: Peter Bernstein, TMCnet Senior Editor

It may be almost cliché to say we live in a global economy, but many times when globalization is discussed the focus is on developed and emerging markets and not that often, if at all, on under-developed regions.  In fact, in the past few years until the recent drop in oil prices, much of the financial community’s and economic development interests has been focused on the BRICS countries (Brazil, Russia, India, China and South Africa).  This leaves out not just most of South America, but the promising rest of Africa which contains a wealth of rare minerals and other natural resources waiting to be literally and figuratively mined.

However, for most of the African continent countries to move from under-developed status, along with toward political stability and having a educated citizenry, infrastructure needs to be in place which it currently is not. This means not just giving the populace access to clean water and energy, but in a digital world ubiquitous and affordable access to businesses and individuals to high-speed broadband communications is now not just a foundation but a pre-condition that is essential for moving ahead.  

In this regard it is enlightening, refreshing and significant that Alcatel-Lucent CEO Michel Combes recently wrote a corporate blog stressing the company’s interest in working with governments and commercial interests to help accelerate economic development across the continent.  This about not just about the Oscar winning movie of several years ago “Out of Africa”, but is also about around, into and across Africa. 

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ITEXPO will help Explain the Coming Cloud Upgrade

The cloud is changing how technology is bought, sold and used. The very economics of business have shifted as a result. When...

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WebRTC Expo San Jose 2014 Interviews

Are you interested in WebRTC but yet you missed the largest event in the space, WebRTC Expo a few months back in...

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The M&A Picks Up Steam

Well, that Hosted VoIP consolidation is slowly happening. Reinvigorated VoIP blogger, Garrett Smith, hints that Jive bought other HPBX companies (unnamed)...

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The Data Interconnections Waze and others need

Let me start by saying that there are exceptions to what I am about to discuss below but generally speaking, inter-app connectivity...

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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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