Patrick Barnard
Group Managing Editor, TMCnet

IoT Connectivity Standards? Still a Confusing Mess.

62 million European households will soon have smart gas meters as reported on IoT Evolution with an annual growth rate of 27.8...

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Digital Transformation Gone Wrong: Did Macy's Fail?

Amazon will be moving into six floors at 300 Pine Street, a historic epicenter of Seattle retail, home to Macy’s. In fact,...

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Mazda Rotary Engine to Cease Electric-Range Anxiety

The rotary or Wankel engine is an automotive marvel. It revs higher than an engine with cylinders and weighs far less. It...

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Invoxia NVX 200 Phone Connects to Apple Watch 3

Forget Dick Tracey, Invoxia takes your watch phone one-step further by allowing you to use a desk phone as the interface to...

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Thanks to Actility, Comcast may Build Largest U.S. LoRa Network

There is a race to roll out the largest LoRa network as eventually trillions of devices will need a low-power way to...

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Infosys Applies IoT Analytics To Transform Business

Infosys is no stranger to IoT – they’ve been an innovator for years and we’ve been covering them as they've blossomed. In...

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Pod Group USA: It's a Great Time to be an IoT MVNO

It’s a great time to be an MVNO was the key takeaway from our recent interview with Pod Group USA (Also known...

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Metaswitch Helps Carriers Compete with UCaaS and Slack

Metaswitch was on the leading edge of seeing the social media threat to carriers – they were somewhat-famous for warning that social...

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Scott Galloway Nails it on Key to Apple's Success

Scott Galloway is one of the few college professors you'll hear that actually understands branding in technology and he is able to...

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Telecoms see Content as King Thanks to Procera Networks

“Telecoms are seeing content is king,” said Dan Geiger, Sr. Dir – Solutions Marketing at Procera Networks as we discussed in an...

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Semtech Looks to Rule IoT with LoRa LP-WAN Solutions

With LP-WAN becoming such an important part of the IoT space, there are numerous players hoping to dominate the market for the...

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Spikko Brings Multiple Numbers and Recording to Mobile Phones

While there are a number of companies who can add phone numbers to mobile phones via VoIP, Spikko takes a different approach....

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Accelerite Brings IoT to Non-Developers

At this pint we have all heard endless times IoT will be a multibillion dollar market, hundreds of billions of devices will...

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AdaptiveMobile: CSOs Flying Blind if They Can't Monitor Mobile Networks

SS7 is the signaling protocol for the world’s telecom networks and like the internet, it wasn’t really designed with security in mind....

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Bitly Hack Destroys Trust in the Web

Bit.ly, the popular URL shortening service was hacked in 2014 and reports are now surfacing that millions of the these accounts are...

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The Genius VR Marketing App from KLM

One of the most novel uses of tech in marketing comes from KLM Royal Dutch Airlines, they are handing out branded VR...

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BSNL and Aeris Accelerate IoT Adoption in India

The IoT opportunity is quite immense and no part of the world will remain untouched. If the technology can be embedded in...

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Tesla Electric Semi, Will Musk Prove Buffet Wrong?

The author of this blog is having a challenging time writing this post as we have been fortunate enough to have received...

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American Aerospace Technologies Provides Real-Time Imagery and Drone-Based LTE Service

The latest technology is changing the way companies, municipalities and other organizations are able to monitor critical infrastructure and provide communications in...

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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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