Patrick Barnard
Group Managing Editor, TMCnet

Rich Tehrani Thoughts From California

I've been on the road in Vegas and California over the past ten days or so. Here are my thoughts. The Venetian...

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GENBAND Kandy Goes Public at Ruby Skye

Last night, GENBAND hosted a gala premiere at Ruby Skye in San Francisco for its official Kandy launch - the transitional solution...

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California Lawmakers Plunge Some Transactions into 3rd World

California has come up with a law that hurts the very people it says it is protecting by making it difficult to...

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Globys Uses the Power of Social to Boost Carrier Sales

You may recall a commercial for Faberge Organic shampoo from decades back where the person using the shampoo said when you...

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Saepta Wants to Be the Go to Survey Service

“From the moment you get up in the morning, you start to make decisions and I believe people love to engage through...

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Google Glass Hackathon Comes to New York

At TMC’s Wearable Tech Expo event this past summer in NYC I had a chance to meet Katy Kasmai who heads up...

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Altair: LTE the Right Choice for M2M & IOT

Some of my early conversations about the M2M and IoT space with carriers had them explaining to me how they love these...

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Defending Against an Autocomplete Smear Campaign

What would you do if you started to Google your name and Google was to suggest you complete the query with the...

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HumansFirst ColdSmoke Lets You Buy with your Smartphone

While speech-technology has come a long way, we still haven’t entered the world of Star Trek reruns where the computer can do...

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Don't Miss Fiber Mountain Session Next Week in Vegas

Next week at Software Telco Congress (the NFV and SDN event) in Las Vegas - collocated with ITEXPO, there will be some...

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Securus eResponder a Solid IoT, M2M Device

With an aging population around the world, the potential for strokes, falls and other medical problems which leave a person unable to...

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Does Tesla Know Proprietary is Typically Wrong?

BMW is working to build a charging network and unlike Tesla who is using proprietary tech, they are utilizing the SAE Combo...

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How to Get AT&T to Fund Your IoT Idea

IoT and M2M developers - here is some exciting news.It Isn't that often that you can develop something for what is supposed...

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Wearable Tech Expo 2014 Kicking off in NYC

My team is at the Jacob Javits Center setting up for Wearable Tech Expo 2014 which will take place Wednesday and Thursday...

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Zocalo: Amazon Just Fired a Gun at Microsoft, Oracle and Dropbox

Amazon has made its name in ecommerce and cloud but its next frontier may be productivity applications and in the process, they...

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The PBX Squeeze and How You'll Benefit

The following diagram is borrowed from the substantial cranial database of TMC partner in WebRTC Expo and UC University, Phil Edholm who...

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What's the Future of SIP Trunking, IoT, Cloud and WebRTC?

Gary Audin shares his insights on the future of technologyDoes the cloud have challenges you should be aware of? Is IoT the...

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On Aereo, Supreme Court Needs to Get with the Cloud

There are some good thoughts from Carl Ford on the Supreme Court Aereo ruling which says the company cannot transmit content freely...

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A Truly Positive Truphone Experience

Recently I had a chance to give Truphone a weeklong test drive in Europe. The company sent me a new iPhone 5s...

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Surprise! Microsoft Surface Pro 3 Not Airplane Friendly

Whether you think the Surface Pro 3 is a good product or not depends a great deal on the applications you plan...

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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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