Some of the biggest challenges slowing down the adoption of IoT are security, efficient battery usage and optimized wireless communications.One company has...
Full Story »In an effort to boost margins, companies often push more users to automated solutions such as FAQs, chatbots, voice bots and anything...
Full Story »Huawei recently completed the world's first voice over NR (VoNR) call. The voice and video call service was made using two Huawei...
Full Story »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...
Full Story »Tata Communications and Cisco have extended their partnership to enable enterprises to transform their legacy network to a customized and secure multi-cloud...
Full Story »Today and this week in-fact is historic - the left and right in the U.S. agree that we have a major trade...
Full Story »Extreme Networks just announced Extreme Elements which in-turn enables the autonomous network and subsequently the autonomous enterprise. In a dynamic webinar, Dan...
Full Story »One of the biggest challenges many of us face is charge anxiety and this problem has gotten worse thanks to USB-C. Personally,...
Full Story »Securing any election generally can be broken down into a few areas. Disinformation, hacking campaign officials and vote tampering.Here is how to...
Full Story »Its been a big week for the Future of Work. Perhaps the biggest news came from Stripe – they decided their fifth...
Full Story »Cleveland Hopkins International Airport is battling a ransomware attack that knocked out some displays and disabled email and other systems according to reports....
Full Story »Google has come under tremendous fire in the past for numerous reasons such as its ideological echo chamber which involved firing James...
Full Story »Whoops - we just noticed we placed an exclamation point in our headline - that could be stressful, sorry. :-)Please allow us...
Full Story »We've mentioned the U.S. is falling behind its allies who are taking a more hawkish stance on cybersecurity and warning hostile actors. In...
Full Story »Ryan Walsh CCO of Pax8 got great reviews from his standing-room session at MSP Expo in Fort Lauderdale this past February when...
Full Story »“Data protection, file sync and share software developer eFolder and disaster recovery-as-a-service developer Axcient merged in July 2017 under the Axcient name...
Full Story »Cloud communications in the enterprise have brought innovation and helped to lower costs across the board. These technologies are also connecting businesses...
Full Story »“Viasat was founded in the CEO’s garage in eighties and the three founders are still with us. One, Mark Dankberg, is CEO,” said...
Full Story »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.
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.
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.