Patrick Barnard
Group Managing Editor, TMCnet

A Quarter Century Intel Wound From AMD and How to Respond

Show me the horsepower! By now, anyone who follows tech news even casually knows a massive 12,000 workforce reduction is taking place...

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The Feds Just Confirmed Banks are Still Too Big to Fail

I realize this is not a tech focused piece and that's generally why you come here but since a financial crisis generally...

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API of the Week: SYSTRAN's Cloud Based Multilingual App Development

The ability for a company to sell its products and services worldwide has never existed in the way it has this past...

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Nissan Outs Mitsubishi for Cheating. No one Outed #VW

Mitsubishi Motors Corp. said it manipulated mileage test data for its minicars sold in Japan, resulting in 620,000 vehicles produced in the...

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How to get Around Ad Blockers

Disclosure: This post does have self-promotional elements. All people like free content Many people don’t like ads. At some point ad-blocking will...

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Coriant Hopes to Help Carriers Move to NFV and SDN

Earlier this year, Coriant, shared a study of more than 80 network operators and found the following: A reported 80 percent of...

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RIP Art Rosenberg

I just learned of the passing of one of the finest telecom analysts around - Art Rosenberg. I've known him through many...

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Sennheiser TeamConnect: An Innovative Mobile War-Room in a Briefcase

One of the most innovative products I’ve seen this year in the UC space is the Sennheiser TeamConnect, a high quality, wireless...

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Smart Technologies Adds Ludicrous Mode to Your Corporate Productivity

Ludicrous Speed from the Mel Brooks movie Space BallsSpeed is everything in business. It just is. It’s better to be quick than...

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API of the Week: IntelePeer is UC Glue for Microsoft and Cisco

Some years back, there were ads on TV for BASF – touting the fact they don’t make the products you use, they...

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Mitel Buys Polycom: The Good and Bad

This post has been updated on April 15, 2016 at 4:30 pm with feedback from Wes Durow, CMO of Mitel. Also, it...

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Riverbed SteelCentral UCExpert Maximizes UC Quality on Avaya, Microsoft and Cisco

Communicating via quality voice and video conversations is essential for keeping happy employees, partners and customers. Perhaps most importantly, ensuring quality conversations...

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Hiring Millennials? Fortune Favors the Prepared

Six years ago I covered Cisco’s Quad, enterprise social network strategy that was a great idea but likely didn’t succeed because it...

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Digital Transformation is Powering Vertical's UC Growth

Industry veterans remember some of the big mid-market brands in the nineties like Vodavi, Comdial, Artisoft and Vertical Networks. Artisoft purchased Vertical...

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SD-WAN, the Best Bang for Your IT buck

My most recent video interview (Fall, 2015) with Kevin Gavin of Talari Networks (seated to the right)I just had a chance to...

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IR Says: UC Performance Management Should Not be an Afterthought

IR is the corporate brand name of Integrated Research Limited, a leading global provider of proactive performance management software for critical IT...

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API of the Week: OpenMarket Powers Global SMS with Powerful API

SMS has quickly established itself as an import part of the application programming interface space – primarily because it allows companies to...

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Vonage Goes Full Speed Ahead to Major Global Phone Company

I predicted the purchase of M5 by ShoreTel back in 2012 could get Vonage to consider going after the business space and...

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Why Our MSP Wants to Switch back to Kaseya from LabTech

I have been fortunate enough to cover the technology space – literally since the 80s and 90s – being immersed in the...

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Recession Coming? Fusion Says Things Are Getting Better

The telecom market was once said to be a great predictor of recessions – in fact it’s been said in the industry...

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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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