Patrick Barnard
Group Managing Editor, TMCnet

New Flowroute Customer Onboarding Platform Lubricates CSP Porting

Smoothly and effectively onboarding new enterprises is one of the most significant operational challenges for cloud communications providers. Flowroute is aiming squarely...

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CounterPath Bria-X Delivers Cost-Effective UCaaS Solution

In the 1990s Novell had a lock on servers in the enterprise. There was no Linux but SCO UNIX and IBM's AIX...

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Stupid Mistakes Lead to Kelihos Botnet Spam Lord Arrest

Russian Pyotr Levashov spread ransomware and other malicious software through the Kelihos botnet, possibly hacked the U.S. election and probably ran the...

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New 8x8 Communications Cloud Enables Digital Transformation

Bryan Martin of 8x8 told us the company's new Communications Cloud is analogous to the other clouds companies have in place -...

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Zang Spaces: a Major Digital Transformation Enabler

As we've said repeatedly, communications is the low hanging fruit of digital transformation. You can transform your business in lots of ways...

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ITEXPO Attendee Cap'n Crunch Needs Your Help

I first met John Draper or Cap'n Crunch at ITEXPO in Los Angeles as he was looking to connect with Asterisk Creator...

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Communications Transformation is Just Beginning

The technological journey to a more efficient enterprise never ends. There are endless new tools which a company can adopt to become...

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Devialet, 4,500 Watts of the Cleanest Power You Will Hear

In my former life as an amateur audiophile I would have been salivating over the Devialet line of speakers and amplifiers. But...

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Stop the Shrinkage with Digital Transformation

Digital Transformation reaches across all areas of your organization - from business process to communications. In fact, we would argue it starts...

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Sennheiser Shows the Future of Work in NYC

Sennheiser and furniture company Wilkhahn recently held a press conference at their pop-up store in Greenwich Village, NY where the audience was...

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Shock! IBM Reverses Telecommuting Policy. Here's Why

It's mind-boggling. It's incredible. The biggest news in tech culture is without question  the reversal by IBM regarding a telecommuting policy which...

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10 Seismic Communications Trends Creating Billions in New Value

People need not apply in our brave new communications future Communications was once a person-to-person mechanism allowing individuals to collaborate or share...

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Excited to Judge #AARPInnovationAwards for Caregiver Solutions

I’m excited to be part of a new AARP initiative! I will be on a panel of distinguished judges for the AARP...

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Mitel Analyst Day 2017 Live Blog

Past live blog 2015. Here are the complete slides.8 am: CEO Rich McBee takes the stage. The company won’t overpay for a...

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Yes, Bitcoins are Gold 2.0

We weren't too surprised to see that a bitcoin is now worth more than an ounce of gold... Coming in at a...

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Uber News Involves Sexual Harassment While Waze Competes

The news of the week wasn't great for Uber as a result of sexual harassment claims by workers via a blog post...

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Forward This Post to Employees To Protect From Hackers

Although there is no guarantee you can be 100% protected against hacking, there are some basics you can share with workers to...

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The Drone Wars Have Arrived

An army of good drones will protect our high-value targets at all times. In February 2014 we warned of the impending urban drone...

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Avaya Bankruptcy Really Doesn't Bother Buyers

At this month's ITEXPO we hosted a panel on Cloud UC with RingCentral, 8x8 and Broadsoft and one of the first questions...

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Thank You IoT Evolution Community!

Thank you so much IoT Evolution participants - we appreciate you making the show a resounding success. In addition, thanks to all...

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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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