Patrick Barnard
Group Managing Editor, TMCnet

API of the Week: BetterWorks Boosts Business Performance

As digital transformation continues to gain traction, companies are looking for the competitive edge only achievable by integrating leading edge software solutions...

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Tech Culture Awards Status

One of the most exciting projects we’ve been working on here at TMC is our Tech Culture Awards… This award program...

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Brexit Could be Yuuuge for China

A freer people are a happier people In the past eight years world history has changed in an unprecedented way. Just this...

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Bitcoin, Blockchain and FinTech to the Brexit Rescue

The One Industry Unaffected by Brexit is RansomwareIt’s undeniable that there is a chance that after seeing Britain leave the EU that...

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API of the Week: GoGo, IBM and Weather Company Reduce Flight Turbulence

We are literally in what seems to be a golden age of API integration. No, APIs aren’t new but something magical seems...

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Aricent: How to be Digitally Durable

"APIs are now a business model!""A company that has more APIs has more value."If every industry is being digitally disrupted (it is)...

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Uber Picks Dialpad to Fuel its Growth

We’ve been covering cloud here at TMC for two decades – back when we called  these companies in this space ASPs and...

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API of the Week: Trulioo Provides Instant Identity Verification

As hackers have become more successful, they have become emboldened and are able to attack companies via ransomware and malware as well...

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API of the Week: Kaltura Cloud Platform Helps Build Video Solutions

Web video is a booming area of the internet – for example, companies like Streamago and Musucal.ly are seeing hypergrowth rates once...

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Did AI Just Kill Your SEO Strategy?

Online communities solve the problem of Google RankBrain AI destroying your search rank Confusion! In the past five years the world of SEO...

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Your API Could Get You Sued by the FTC

A Harvard Business School Professor makes the case why Uber and other companies could violate antitrust laws via their APIs Uber routinely...

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Twitter and Yahoo to Merge?

Twitter and Yahoo are facing increased pressure from Google and Facebook so reports of their recent discussions to potentially combine forces makes...

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Windows 10 Includes Flipboard and Candy Crush Bloatware

Its Memorial Day weekend and while most of you are out in the park, having hot dogs, etc., I'm captivated with my...

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EEOC Finds Silicon Valley filled with Racist, Sexist Criminals

Expect the summer of deflection to continue. I have discovered the reason that there is a lack of diversity in Silicon Valley....

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API of the Week: Stitch Labs Adds Flexibility to Omnichannel Commerce

As the number of sales channels explodes, companies look to automation to help them manage inventory across them all. From Amazon to...

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All About the API: The One Developer Event You Need

OK, I am going to start off by taking back the headline of this post... There isn't one of anything you need....

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API of the Week: Use Flowroute to Access the Multibillion Dollar Telecom API Space

Flowroute is one of the companies in technology that “gets it” when it comes to APIs. Yes, I know APIs aren’t new…...

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API of the Week: Vidyo APIs Add Value All Around Us

If you want your company to have a tremendous valuation, make it an integral part of a platform which allows others to...

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The Opportunities of the Dark Web

What I learned from the first-ever dark web event. Yesterday, we held the world’s first Dark Web conference called Inside Dark Web...

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Inside Dark Web Live Blog 2016

I will be live-blogging all about the latest dark web happenings from the show starting tomorrow. Gordon G. Chang, the author 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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