Patrick Barnard
Group Managing Editor, TMCnet

AT&T Partner Exchange Adds Features to Gain SMB Share

Ma Bell knows it's all about ecosystemCompanies rare really focusing on their solution partners (SP) – especially when looking to court small...

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Expect Security Funding Bubble to Pop in 3-5 Years

Security is one of the hottest areas in tech right now. Indeed, there is infinite possibility in this space because technology...

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A Candid Talk with Ford about Connected Cars and the Future

At Mobile World Congress (MWC) in 2015 I spoke with James Buczowski a Henry Ford Technical Fellow about the company’s connected ecosystem...

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Acision Fights Creative Destruction with Innovation at #MWC15

At Mobile World Congress (MWC) in 2015 Mark Zuckerberg gave a keynote speech for the second year in a row and to...

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cVidya Helps CSPs Provide Mass Customization to Boost Profit

We live in an age of mass customization. We've seen the trend for decades but its accelerating as customers can design their...

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cVidya Helps CSPs Provide Mass Customization to Boost Profit

We live in an age of mass customization. We've seen the trend for decades but its accelerating as customers can design their...

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TCS Shows Telemedicine Improvements and more at #MWC15

TCS had a wealth of interesting news at MWC - probably the most interesting was their VirtuMedix solution which is a...

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Citrix Boosts Mobile Solutions to Carriers, Enterprise

Citrix was showing off a lot of interesting solutions at MWC 2015, starting with the MPX 25000, a device which provides ADC...

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Why Cradlepoint is Poised for Growth

We all know the M2M and IoT spaces are growing like crazy... Our own growing M2M Evolution and IoT Evolution shows are...

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ITEXPO Miami 2015 Videos Being Posted

If you missed ITEXPO a few weeks back in Miami, FL – I am sorry to hear that… It was one of...

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How exactly is the WebRTC Revolution Different than VoIP?

There are many parallels between the disruption being caused by WebRTC and what happened in VoIP. During the IP telephony days, Dialogic...

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IBM, Mitel, Wearable Tech round out Latest ITEXPO News

Its been an amazing ITEXPO so far - wow. In case you missed some of the happenings from day 1, here are...

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Jeff Pulver, Andy Abramson, Craig Walker, Alon Cohen, Mike Tribolet, Andy Voss and Danny Windham at ITEXPO Next Week

Panel to celebrate 20 years of IP communications/VoIP and discuss its future. Next week at the 29th ITEXPO, I get the pleasure...

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ITEXPO will help Explain the Coming Cloud Upgrade

The cloud is changing how technology is bought, sold and used. The very economics of business have shifted as a result. When...

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WebRTC Expo San Jose 2014 Interviews

Are you interested in WebRTC but yet you missed the largest event in the space, WebRTC Expo a few months back in...

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The Data Interconnections Waze and others need

Let me start by saying that there are exceptions to what I am about to discuss below but generally speaking, inter-app connectivity...

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5 Tech Companies to Watch in 2015

There are so many companies I meet with who have interesting stories to tell so I spent some time putting together a...

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MatrixCloud: It's Time To Reeavulate Cloud Deployment and Management

It’s exciting to see that cloud is being embraced by so many. From small businesses to the largest, cloud computing solutions are...

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Shocking Bang & Olufsen Profit Warning

Generally, I don’t write about profit warnings but the latest one from B&O caught me by surprise because the luxury market is...

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Fascinating WebRTC Demos from WebRTC Expo

WebRTC has been described as the most disruptive communications technology of the decade. It has also been described as overhyped. Well, I...

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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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