Patrick Barnard
Group Managing Editor, TMCnet

How to Get AT&T to Fund Your IoT Idea

IoT and M2M developers - here is some exciting news.It Isn't that often that you can develop something for what is supposed...

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Wearable Tech Expo 2014 Kicking off in NYC

My team is at the Jacob Javits Center setting up for Wearable Tech Expo 2014 which will take place Wednesday and Thursday...

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Zocalo: Amazon Just Fired a Gun at Microsoft, Oracle and Dropbox

Amazon has made its name in ecommerce and cloud but its next frontier may be productivity applications and in the process, they...

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The PBX Squeeze and How You'll Benefit

The following diagram is borrowed from the substantial cranial database of TMC partner in WebRTC Expo and UC University, Phil Edholm who...

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What's the Future of SIP Trunking, IoT, Cloud and WebRTC?

Gary Audin shares his insights on the future of technologyDoes the cloud have challenges you should be aware of? Is IoT the...

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On Aereo, Supreme Court Needs to Get with the Cloud

There are some good thoughts from Carl Ford on the Supreme Court Aereo ruling which says the company cannot transmit content freely...

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A Truly Positive Truphone Experience

Recently I had a chance to give Truphone a weeklong test drive in Europe. The company sent me a new iPhone 5s...

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Surprise! Microsoft Surface Pro 3 Not Airplane Friendly

Whether you think the Surface Pro 3 is a good product or not depends a great deal on the applications you plan...

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Dialogic Leading the way in WebRTC Deployments

Dialogic announced today they are involved in over 90 WebRTC engagements among telcos, enterprises, contact centers, cloud and Web companies, and public...

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One Thing Amazon Music Has, Others Don't

One of the biggest challenges users of electronic devices have to deal with is battery life… I returned from a conference this...

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GENBAND Perspectives 14 Live Blog

GENBAND Perspectives 14 kicks off this morning - expect the live blog here... Last night the company hosted a networking reception...

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Panasonic A500 Wearable Tech Shoots 4K Video

Were you wondering how you can shoot 4K video without even having to use your hands? Well, Panasonic has the answer… A...

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NTT Communications Becomes an NFV-Fueled Software Telco

In a press conference, NTT Communications unveiled today the first global NFV and SDN network. Touting the fact that CIOs and service...

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UneBobine, the most Versatile Smartphone Charger Around

In a sea of me-too accessories, the crowd-funded Une Bobine stands alone as a charging, syncing cable which also happens to...

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Will Vobi Make Enterprise Social a Reality?

One of the biggest disappointments in the world of tech predictions has to be the enterprise social space. For years, the common...

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Metaswitch Forum 2014 Live Blog

Metaswitch Forum 2014 will kick off soon, stay tuned. Any second now - its 8:05 am in New Orleans The event has...

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Everyone is Wrong about the Apple Beats Acquisition

If you read the media reports last night or yesterday, you heard that Apple is in talks to buy Beats Electronics because...

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Will Target CEO Removal Help Boost IT Security?

Corporate security needs to be taken very seriously – especially in light of the fact that hackers can be nation-states, organized crime...

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To Compete with Google, Apple Should Buy DuckDuckGo

Apple is in an outright war with Google and lawsuit wins against Samsung while helpful to the tune of a few hundred...

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Rebirth of Paper Boys to Reduce Unemployment

When I was a kid my best friend had a paper route and on occasion I would run it for him. For...

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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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