Patrick Barnard
Group Managing Editor, TMCnet

Intel Buys Way into Tablets While $99 may be Microsoft Sweet Spot

Intel recently reported earnings and the takeaway is the company is going to focus more on Android and ramp up subsidies to...

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Camera-Phone Opportunity Exists for Samsung

There exists an opportunity for a superior camera with 10x or greater zoom coupled with the traditional things we are used to...

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Tomorrow is Purchase Google Glass Day!

If you are a wearable tech fan, tomorrow is a big day as you will finally be able to (if you are...

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IBM Investment Shows Marketing IS Eating Sales

Recently I wrote about the idea that marketing is eating sales, a direct quote from Barry O’Sullivan the new CEO of Altocloud....

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Tiscali to be one of the First Software Telcos

The traditional telco is dead – the case for moving to COTS technology is just too compelling. This is a theme I...

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Libertarians and Fiscal Conservatives Want Currency 2.0

For those of you who follow financial or political happenings you know that many conservatives and libertarians favor investing in gold, silver...

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Can Apple's Haunted Empire Still Make Hits?

Isn’t it funny how much of the world has changed thanks to Steve Jobs? As I sit here at my computer using...

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Logitech ConferenceCam CC3000e Video Conferencing for SMB Review

Logitech, a leader in USB-based computer peripherals is targeting their new Logitech ConferenceCam CC3000e towards the SMB, which cannot afford $50,000+ telepresence...

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Magellan Echo is a Smartwatch Which Amplifies Fitness

When I first got my hands on the $150 Echo Smart Running Watch from Magellan, I was excited to put it through...

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Barry O'Sullivan joins Altocloud to Boost Marketing & Call Center Integration

“Marketing is eating sales,” said Barry O’Sullivan the new CEO of Altocloud, a company dedicated to producing solutions which can be used...

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Win a Free Call Center Makeover Worth Millions

I have good news to share – your company can win something worth millions of dollars and there is no catch. You...

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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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