Patrick Barnard
Group Managing Editor, TMCnet

New Obama Immigration Rules and Trump's Lower Taxes and Regs to Boost Economy

Before Donald Trump gets inaugurated, its worth noting that the U.S. Government finally did something right when it comes to immigration. For...

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The Deskphone Market... it's Alive; it's Alive!

The deskphone market has been left for dead by many but there is still room in the space for the device to...

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Congrats to TMC Customer Phone.com

Hats off to Phone.com for big customer wins in 2016. The cloud communications company landed new partners and clients like StructuredWeb, Liftmaster and The City of Newark....

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Raven Guru The "Just Right" Marketing Agency

Not too big, not too small. All the experience, none of the fat.David Byrd is one of the more experienced marketers in...

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Just 18% of Computer Science Degrees go to Women

It seems, there are subtle messages we send to girls in school which may keep them from pursuing STEM study and careers....

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Stay Away From Best Buy Geek Squad?

Best Buy Geek Squad has been in the middle of a storm of media criticism as it seems the FBI has paid...

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T-Mobile Leapfrogs U.S. Carriers Again with Digits

It was actually over ten years ago when we wrote about Mobile Stick from Bridgeport Networks (now part of CounterPath), an innovative...

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2017 to be the Year of Blockchain, Bitcoin and Fintech

Cryptocurrencies are fascinating as they act as a commodity and are simultaneously a technology application. Bitcoin mining for example gets cheaper as...

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Methbot: These ARE the Russian Cybercriminals We're Looking For

We have heard that Russian hacking caused Hillary Clinton the election for the last few weeks. But some surmise that pushing this...

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How TaskRabbit's CEO Can Help Diversify Tech

It’s one thing to talk about increasing diversity at your company. It’s another to both recognize there’s a need to take steps...

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The Utter Hypocrisy of Feigned Russian Hacker Outrage

From the president to the mainstream media, all of a sudden it seems state-sponsored hacking is a problem Whether you believe Barack...

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Mobilize Hopes to Boost Contact Center ROI

As automation touches every aspect of business, the contact center remains no exception as the move to improve this business has been...

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2017 Predictions From Rich Tehrani

Without further ado, here are my predictions for the new year!!! What do you think?    We will see major financial problems...

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The Most Important Marketing Automation Webinar of the Year

Many people know TMC as a company reporting on news. Many tech and communications companies leverage TMCnet and our various properties for...

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Foxconn Plays the Trump Presidency Brilliantly

Let’s start off with what will likely be taken poorly by U.S. workers… According to at least one company, you get paid...

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$4B Wireless Repair Market Event Comes to ITEXPO

Almost 8,000 wireless repair businesses employ over 20,000 people and the market is growing. Yes, it’s a $4 billion dollar market! Apple’s next-gen phones...

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Ransomware Fog Rolls over SanFran Muni, SFMTA

We’ve known ransomware costs for a small- to medium-sized business can be $99,000, per Kapersky Labs. This includes lost business data,...

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After the Election: Getting Mac and PC to Start Talking

I have a minor quibble with my communications systems. throughout the day - based on the numerous initiatives I am involved with,...

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Licensing Live 2016 Live Blog

11/2/16 9:38 AM PST We are about to start.For more info on the topic check out  What is Software Monetization? Ariella Shoham Sr...

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The Challenge for Samsung In Years Ahead

Samsung has impressed many with its products over the years. Their innovation in processors, memory and screen technology is the envy of...

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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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