Patrick Barnard
Group Managing Editor, TMCnet

WWIII: Fight Between BigTech AI, Regulators and Lawyers is Coming

The EU's GPDR or allows General Data Protection Regulation which goes into effect next year includes a right to an explanation of decisions...

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EU GPDR Devastating to AI

Very important guest blog post originally found on Techzone360.Last September, a U.K. House of Commons committee concluded that it is too soon to regulate...

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CafeX Sees Call Center Converging with CRM

CafeX EVP Sajeel Hussain sees a convergence between the CRM space and contact centers and he's in a great position to know...

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External Battery Power Bank for Microsoft Surface Book

If you are looking for a large, external battery which can power a Microsoft Surface Book, we have good news for...

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Apple Must Buy Devialet

At ITEXPO A month ago, we asked a room full of about 500 techies how many wanted the HomePod from Apple. One...

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FCC CTO Eric Burger and TMC CEO Rich Tehrani to Keynote Ideacom 2018

The pace of change in technology continues to increase and if your company generates its income from helping customers deal with these...

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Mitel Analyst Day 2018 Live Blog

We will be blogging away bright and early in the AM, tomorrow, Feb. 27, 2018 but for now congrats to the Mitel...

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At ITEXPO, Cloudonix Adds Contextual Calling to Their Cost-Effective CPaaS Solution

At ITEXPO in Fort Lauderdale, I spoke with Eric Klein COO and Nir Simionovich to follow up on our conversation from last year...

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Digital Transformation of Industry has Arrived thanks to Blockchain

Blockchain not just enables but encourages Digital Transformation of IndustryDigital transformation is being raced into by companies - and we're not exaggerating....

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Chelsea Manning: Top U.S. Traitor and Leaker, May Become Senator

History Will Remember the U.S. Government as Going too Easy on Hackers and Leakers Photo courtesy of APThe United States made a...

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Chess Master Dorsa Derakhshani Left Iranian Oppression for the U.S.

The origins of chess are not 100% known. Historians believe it was invented in India or China but either way, it spread...

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IVR in the Age of Siri and Alexa; Evolve or Die

We'd like to apologize in advance for the dramatic headline of this post, especially the evolve or die part but there is...

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Diverse Broadband Roots Gives Hughes an SD-WAN Edge

One of the most demanding communications environments is satellite where bandwidth can be extremely limited yet real-time communications is a necessity as...

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Is it Too Late to Get Into the Smart Home Market?

Nest is doing a number on HVAC companies the way the iPod and iPhone did to music players and phones. Yet, as...

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20 Years Later, Dialpad Disrupts Communications Again

History was made this week As Dialpad launched a free version of their UCaaS platform for up to five users. This amounts...

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MegaPath Leverages Years of Experience to Lead in SD-WAN

MegaPath is in a unique position in the SD-WAN space as they were on the leading edge of the MPLS curve...

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TELoIP Brings SD-WAN to Companies of All Sizes

The market predictions for SD-WAN growth show a hockey-stick. What is most interesting about this growth is it’s literally across the spectrum...

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SD-WAN is Booming and Airespring is Providing its Customers Innovative Solutions

SD-WAN is eating the WAN, cloud and IP communications all at once. We’ve all seen the amazing projections of market growth but...

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TPx Communications Successfully adds SD-WAN to its Portfolio of Services

IP Communications is just one of the important areas where SD-WAN is making a big impact. One company, TPx Communications got its...

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Exclusive CEO Interview with AIOps Leader FixStream on Oracle ERP Solution and Growth Strategy

Network complexity is literally growing exponentially and the ability for organizations to manage the increasing complexity isn’t growing with it. Staff budgets...

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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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