Patrick Barnard
Group Managing Editor, TMCnet

Bolste Offers Your Company Workflow 2.0

The company says its developed a Business Operating System There are a bewildering number of corporate solutions which are cloud-based and help...

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State of the IoT Market: Kore, Polaris, Cradlepoint

Cradlepoint talks scaling IoT at IoT Evolution ExpoAt the most recent IoT Evolution Expo in Fort Lauderdale, Florida, we had a chance...

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Dialogic Plunges into Apps with PowerVille

By technology standards, Dialogic is a veteran – having been established in 1983, the company has supplied communications infrastructure used by carriers,...

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Breaking Rumor: Verizon to buy XO

Spectrum is the new beach front property according to Peter Radizeski @radinfo and he has a very reliable source which tells him...

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New Award Helps Attract Tech Workers in a Competitive Market

Developers in Silicon Valley last a surprisingly short nine months  It’s becoming clear that programmers are in short supply and demand is increasing rapidly, leaving small...

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T-Mobile Combats Verizon Marketing Campaign

T-Mobile fights Verizon's ad with in-your-face-marketing which is quite effective.Red arrows added by me for emphasis.Your Move Verizon....

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PayPal CEO: More Change in the Next 5 years than Last 30

As the title of this piece implies - amazing things are happening in the world of technology which tie in nicely to...

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VoiceBase Insights Unveils the Dawn of Big Voice

Twenty-five percent of people won’t make a call on their cell phones this week, just another data point which reinforces the perception...

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VidAngel Review: Watch any Movie for a Buck

The sharing economy comes to videoI had a chance to try VidAngel this weekend and I am pretty impressed with the company's...

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Politically Motivated Hackers Hit Nissan, Are You Prepared?

Quite often when we think about hackers, we imagine there is someone looking to gain something of value from us. In response,...

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Lifesize Reinvents Itself in Cloud Video

CEO Craig Malloy explains the new company’s mission and strategy for the future I first introduced you to Lifesize in 2007 explaining...

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I Correctly Predicted the Verizon Terremark Spinoff Last May

Last May, I alerted you that a solid source told me Verizon was looking to spin off Terremark. Today, we learned this...

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Trump's Twitter Lead is the Real Force That's Awakened

Social media has become a major force in politics. This medium has allowed candidates to directly connect with supporters – without the...

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Sanders and Republicans Team to War with Obama on Jobs in 2016?

Like it or not, 2016 might see outright war between companies and leading Republicans as well as Bernie Sanders. Here's why: President Barack...

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Tehrani Time: A Beginner Tries the #Swagway #X1 #Hoverboard

Happy New Year everyone. Thank you for all the likes, positive comments and shares!!! This is likely the last Tehrani Time episode...

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Zultys Upgrades its Communications Software

Unified communications vendor Zultys has been hard at work coming up with a new release and since it’s been a while since...

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Mazda to Bring Back the Rotary Engine

In the nineties, I leased the last generation Mazda RX-7 and it was an amazing car. The company touted it as "Lightning in...

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IoT Time is Back! Amazon, Lemonbeat, Korea and More

It's true, IoT Time was on a break for a while and even though we weren't producing videos, we certainly weren't slacking....

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iPad Pro Keyboard is Really Poor

The iPad Pro is yet another extension of the iOS family. While some consider its release to be a sign of failure,...

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ISIS Brings Flip-Phone to Crowd-Sourced Cyber-Hacking Fight.

Its an interesting world we live in where a group like Anonymous which likely wasn't thought very highly has become a savior...

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Alliance Data Systems Opens New Call Center in Ennis, Texas

Alliance Data Systems, a provider of marketing, loyalty and transaction services, celebrated the opening of its new call center facility in Ennis, Texas, today with a ribbon cutting ceremony that was attended by company and city officials. The new “best in class” facility, which started operating in March, already has 225 employees and the company reportedly plans to hire an additional 355 over the next three to five years. It has reportedly already handled 40,000 calls since it opened just three months ago. The opening of the new call center was a joint effort between Alliance Data and the city of Ennis. During the ceremony, Mayor Russell Thomas and City Manager Steve Howerton were recognized for their efforts in assisting Alliance with the opening of the new center. A report in the online version of the Waxahachie Daily Light doesn’t mention anything about a tax incentive. Officials from Alliance’s top client, Direct Energy, were reportedly also on hand for the celebration.

Verint Systems’ Acquisition of Witness Systems a Done Deal

United Kingdom antitrust regulators today cleared Verint Systems’ $950 million purchase of Witness Systems Inc., citing that the deal will not result in a “substantial lessening of competition within a market or markets” within the UK. Verint is a leading maker of call recording and speech/data analytics solutions, while Witness is a purveyor of workforce management, quality monitoring/recording, back office, IP telephony, customer feedback and eLearning solutions. Verint’s acquisition of Witness officially closed on May 29. Together the two companies offer the broadest portfolio of software solutions for the contact center and enterprise performance market. With more than 2,500 employees spread across 18 countries worldwide, the new company will be among the 30 largest software companies in the world. It will boast more than 5,000 customers in 60 different counties, including many Fortune 100 companies. Earlier today, TMCnet had the opportunity to do a brief phone interview with Ryan Hollenbeck, VP of global marketing for Verint’s new division, Witness Actionable Solutions. He discussed some of the details of the merger and where the combined company is heading from here. “So as of last week we are officially closed and one company, so good news there,” Hollenbeck said enthusiastically.

Welcome to Pat’s Call and Contact Center Blog

Hi, I’m Pat and this is my call center blog. It’s all about call and contact center technology and how it makes life better for all of us … or not. At times I might address other topics that are either directly or indirectly related to the call and contact center industry - such as CRM, speech technologies, VoIP, unified communications, wireless technologies, video, workforce management, headsets, call center furniture, etc. - and how these make life better for all of us … or not. I might also occasionally discuss how technology in general makes life better for all of us … or not. So what makes me qualified to write about call and contact center technology, you might ask? Well, for one thing I’m a journalist with about 15 years experience contributing to various publications.

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