Patrick Barnard
Group Managing Editor, TMCnet

Talari Adds Firewall, Features to SD-WAN solution

SD-WAN is another one of those growth areas in tech which often goes unnoticed. Some time back I went to visit Talari...

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Silicon Valley Will Crush You!

The amount of PR generated by tech companies mostly in Silicon Valley like Google, Apple, Samsung, Facebook, Tesla and Amazon is staggering....

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Tech Culture Will Separate Winners from Losers in The Digital Economy

The 2016 Tech Culture Award winners have been announced The outlook for tech workers has perhaps never been brighter as top tech...

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New Skype Spock Chatbot Dissapoints

Lets thank Microsoft for the new Spock chatbot but ask they go back to the drawing board. I spent a few minutes...

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Tech helps e-Estonia Replace Delaware as Corporate Capital

Set your business up in Delaware is what you’ll hear from an attorney if you decide to set up a US corporation....

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Will the Clinton Vs. Trump Outsourcing War hurt your Business?

With tens of millions of jobs lost in the U.S. due to outsourcing (including contract manufacturing), we can expect the topic to...

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Why Android Sucks: Part 2

Earlier this month in a piece titled Why Android Sucks you learned that Dell decided to stop updating Android devices. The article...

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Zang to Grow Communications PaaS offerings at All About the API

Here at the All About the API 2016 show in Las Vegas I got a chance to catch up with keynoter Davide...

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SD-WAN Fuels Aryaka 150% Growth

Aryaka just announced another great quarter in Q2 - 150% growth. These are the highlights: Over 150% year over year growth for...

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API of the Week: Scribe Software Powers Integration

One of the biggest challenges developers have to deal with relate to managing all the programming interfaces from various systems and solutions....

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With Polycom, Siris Capital Builds Impressive UC Holdings

Many where caught off guard when they learned Siris Capital outbid Mitel for Polycom but there are some good reasons for Siris...

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Why Android Sucks

I’m sure I won’t have many fans because of the title of this entry alone but Android has a serious problem and...

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API of the Week: BetterWorks Boosts Business Performance

As digital transformation continues to gain traction, companies are looking for the competitive edge only achievable by integrating leading edge software solutions...

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Tech Culture Awards Status

One of the most exciting projects we’ve been working on here at TMC is our Tech Culture Awards… This award program...

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Brexit Could be Yuuuge for China

A freer people are a happier people In the past eight years world history has changed in an unprecedented way. Just this...

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Bitcoin, Blockchain and FinTech to the Brexit Rescue

The One Industry Unaffected by Brexit is RansomwareIt’s undeniable that there is a chance that after seeing Britain leave the EU that...

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API of the Week: GoGo, IBM and Weather Company Reduce Flight Turbulence

We are literally in what seems to be a golden age of API integration. No, APIs aren’t new but something magical seems...

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Aricent: How to be Digitally Durable

"APIs are now a business model!""A company that has more APIs has more value."If every industry is being digitally disrupted (it is)...

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Uber Picks Dialpad to Fuel its Growth

We’ve been covering cloud here at TMC for two decades – back when we called  these companies in this space ASPs and...

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API of the Week: Trulioo Provides Instant Identity Verification

As hackers have become more successful, they have become emboldened and are able to attack companies via ransomware and malware as well...

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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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