Florida-based Results Group, an outsourced contact center services provider in business for over 20 years, operates client dedicated centers in the United States, Canada, Europe and the Caribbean with a staff of over 4,000 agents.
But following a rapid growth in business, they expanded their operation by opening 23 new contact centers across North America and Europe. Even for an organization used to large numbers, that was a lot.
So to meet the new demand for client contacts, they needed a scalable call recording and quality monitoring product. They selected call recording system Virtual Observer, from Coordinated Systems, for, what Results Group officials said, was "its simplicity and affordability."
Call recording and call monitoring system provider, Coordinated Systems is a Gold-level member in the Avaya DevConnect Program. Virtual Observer is a quality assurance product for contact centers. Built on open standards, it includes the same components found in higher priced systems and provides core functionality such as recording, evaluations and reporting.
Mark A. Miller, president of DigiNet Corporation, a Denver-based consulting engineering firm, has written a recent profile of UniVoIP.
The company is headquartered in El Segundo, California, and was founded in 2006 by a group of telecom veterans with over 30 years of industry experience, and today offers Internet connectivity, managed business VoIP, and hosted PBX solutions to small and medium-size companies, Miller said.
The company provides subscribers in a rather unusual assemblage of states - Alabama, California, Florida, Georgia, Kentucky, New York, and Tennessee - with "benefits from cost savings, extensive network management and control features, and full customization capabilities," Miller notes.
Market research firm Infonetics Research has published its fourth-quarter 2G/3G and LTE Mobile Broadband Devices and Subscribers report.
The report tracks W-CDMA/HSPA, CDMA2000/EV-DO, TD-SCDMA, and LTE mobile broadband cards, and finds that while "the effects of the recession continue to linger, with fewer than usual USB dongles and netbooks delivered at the end of 2009."
Richard Webb, Infonetics Research's directing analyst for mobile devices, notes that as far as mobile broadband goes, "the normally seasonally-strong fourth quarter is softer than expected for the mobile broadband device market."
The news wasn't all good: Mobile router sales suffered heavily from the impact of the economic recession in 2009, with revenue down 28 percent from the previous year. Growth is expected to return in 2010 and beyond, as more mobile operators offer them through their channels.
In the words of noted social philosopher John McEnroe, you cannot be serious.
On the other hand, this is Congress we're talking about.
The New York Times is reporting that the U.S. Library of Congress announced - through its official Twitter account, natch - that "it will be acquiring the entire archive of Twitter messages back through March 2006."
The addition of Twitter "could foster an enormous amount of academic research," the Times writes, conjuring up some of the ghastliest images of research hell imaginable. The Times suggests that it's "an unprecedented opportunity for discovering patterns of social interaction." As if we want to remember our culture via tweets.
Telepresence -- video conferencing taken to the next level. Participants (should) feel as if they're in the same room together, but without all the travel expenses and jet lag.
Despite - or maybe because of - the tough economic environment, sales of telepresence hardware, software and services grew to $567 million in 2009,according to ABI Research.
The telepresence supplier market's highlight last year was probably Cisco's planned acquisition of Tandberg. "While this acquisition has helped consolidate the high end of the market, supplier activity also created other important trends in 2009 which will be significant drivers for telepresence growth," ABI officials say.
"Nearly any size company has access to telepresence and video conferencing services," says David Lemelin, director of the Enterprise Communications Research Service. "Suppliers are helping businesses transition to telepresence by introducing personal and room-based HD video conferencing solutions. Telepresence room rentals are also on the rise."
