The WAN optimization market is expected to more than double in size from 2014 to 2019 eventually hitting $12.1 billion according to...Full Story »
There is a macro trend of moving proprietary hardware systems to open systems and moving hardware to software – at this point,...Full Story »
Arbitrage is one of the great opportunities which presents itself repeatedly in tech. In the nineties, something called international callback allowed am...Full Story »
The cloud is the answer – what was the question? That seems to be a common tech theme these days and for...Full Story »
The Momentum Machines burger robot robot explainedAs cities around the country are passing laws to ensure minimum wages are increased to a...Full Story »
Welcome to the Perspectives live blog for 2015. A follow up to blogs from 2014, 2013 and 2010.The live blog officially starts...Full Story »
Now that touch screens have permeated all sorts of computer form factors from watches to phones and tablets, its worth mentioning touch...Full Story »
A man was just detained outside the White House for trying to fly a drone over the fence. It is too soon...Full Story »
It isn’t tough to understand how applications are changing the world of business… Traditional industries are being disrupted big-time via software companies...Full Story »
As Skype for Business continues to gain traction in the enterprise – regardless of how many name changes Microsoft’s UC solution has...Full Story »
I left my iPad Air 2 and a case in the glove compartment of Hertz rental car. I am a loyal Hertz...Full Story »
Shopping cart abandonment is like an arch nemesis for many marketers. Yet, while cart abandonment can be detrimental to revenue, there are...Full Story »
Recently I spent some time at Interop with executives from Monoprice, the company more well-known for inexpensive HDMI cables and audio equipment....Full Story »
Kumar Ramachandran, Co-Founder and CEO of CloudGenix recently sat with me and explained his vision for software-defined enterprise WANS, which use off-the-shelf...Full Story »
One of the more interesting vendors at Interop 2015 was Qualisystems as the company allows companies to automate many manual tasks...Full Story »
When you’re in the media business long enough getting briefed by companies about their new offerings, you develop relationships which quite often...Full Story »
Over five years ago, Russia started an ambitious Go Russia! project to take on Silicon Valley with the ambitious goal of housing...Full Story »
A typical telephone call these days still relies on quality limitations of compression and filtering designed in the 1960s! Before VoIP, the...Full Story »
New service helps US and Canadian businesses use mobile messaging to improve customer service Here is some non-news… Millennials don’t like to...Full Story »
Aerohive told me in 2010 they were hell-bent on world-domination in the WiFi space. Very cool and certainly not your typical tech...Full Story »
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.
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.
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.