Patrick Barnard
Group Managing Editor, TMCnet

The Most Important Marketing Automation Webinar of the Year

Many people know TMC as a company reporting on news. Many tech and communications companies leverage TMCnet and our various properties for...

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Foxconn Plays the Trump Presidency Brilliantly

Let’s start off with what will likely be taken poorly by U.S. workers… According to at least one company, you get paid...

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$4B Wireless Repair Market Event Comes to ITEXPO

Almost 8,000 wireless repair businesses employ over 20,000 people and the market is growing. Yes, it’s a $4 billion dollar market! Apple’s next-gen phones...

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Ransomware Fog Rolls over SanFran Muni, SFMTA

We’ve known ransomware costs for a small- to medium-sized business can be $99,000, per Kapersky Labs. This includes lost business data,...

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After the Election: Getting Mac and PC to Start Talking

I have a minor quibble with my communications systems. throughout the day - based on the numerous initiatives I am involved with,...

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Licensing Live 2016 Live Blog

11/2/16 9:38 AM PST We are about to start.For more info on the topic check out  What is Software Monetization? Ariella Shoham Sr...

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The Challenge for Samsung In Years Ahead

Samsung has impressed many with its products over the years. Their innovation in processors, memory and screen technology is the envy of...

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ViziApps: A Great Tool for the Citizen Developer Revolution

Recently I had to prototype an iOS app for a project I am working on and did a lot of research to...

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ORBCOMM Looks to Become Complete IoT Solutions Service Provider

One of the topics discussed often among communications service providers is whether they want to be relegated to dumb pipes or they...

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Your Phone Just Ate Your Car Key

Are you ready for your new digital future? It’s a great question to ask as the role your mobile phone plays in...

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Wireless Carriers Racing to the Bottom

It had to happen eventually - a price war is taking its toll on telecom equipment providers because their customers won't spend...

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In Quality, IoT, & 5G, Sprint Sprints Ahead

In a recent meeting with Sprint execs I was impressed by what the company is doing to grow its wireless user base....

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Procera Helps Carriers Shape Even Encrypted Traffic

One of the biggest challenges for network operators is certainly dealing with the growth of network traffic in a margin-compression environment. Video...

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MultiTech Intros New 4G-LTE Cat 1 and LoRa Solutions

For anyone who worked with PCs during the 1980s they remember MultiTech as a major player in the world of modems. In...

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Cybersecurity and the Terrible, Horrible, No Good, Very Bad Week

There are perhaps four major cybersecurity incidents in my mind which are world-changing. The first is the OPM data breach which allowed...

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You Can Get Fired for Choosing Dropbox: A True Story

An MSP is contacted by a publicly traded company looking for help managing their IT. When the MSP goes to the company...

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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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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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