If you missed ITEXPO a few weeks back in Miami, FL – I am sorry to hear that… It was one of...Full Story »
There are many parallels between the disruption being caused by WebRTC and what happened in VoIP. During the IP telephony days, Dialogic...Full Story »
Its been an amazing ITEXPO so far - wow. In case you missed some of the happenings from day 1, here are...Full Story »
Panel to celebrate 20 years of IP communications/VoIP and discuss its future. Next week at the 29th ITEXPO, I get the pleasure...Full Story »
The cloud is changing how technology is bought, sold and used. The very economics of business have shifted as a result. When...Full Story »
Are you interested in WebRTC but yet you missed the largest event in the space, WebRTC Expo a few months back in...Full Story »
There are so many companies I meet with who have interesting stories to tell so I spent some time putting together a...Full Story »
It’s exciting to see that cloud is being embraced by so many. From small businesses to the largest, cloud computing solutions are...Full Story »
Generally, I don’t write about profit warnings but the latest one from B&O caught me by surprise because the luxury market is...Full Story »
WebRTC has been described as the most disruptive communications technology of the decade. It has also been described as overhyped. Well, I...Full Story »
A Tasteful Blend of Starbucks and Apple Retail Experiences designed to make customers fall in loveApple has the most valuable retail real...Full Story »
I’m on the phone with ThinkGeek because I purchased something which they shipped incorrectly. I tried email and didn’t get a...Full Story »
Until recently, if you wanted a real data plan on a major carrier while using your cell phone, you were forced...Full Story »
The recent attack on Sony Pictures Entertainment is about as scary as it gets as emails which insulted the company’s hired talent...Full Story »
The big news of the week is celebrities are eschewing smartphones for flip phones. What you ask? Yes, flip phones, those clamshell...Full Story »
It’s a good time to be in the Cybersecurity business. Quite often, highly secure computers are disconnected from the outside world so...Full Story »
With new CEO Satya Nadella at the helm, Microsoft is changing and into something it needs to be. A company embracing a...Full Story »
By now, most of us have heard that retailers such as CVS allowed NFC-based payments for a few days via Apple Pay...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.