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Tom Keating
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Call Center and CRM

Call Center & CRM

SugarCRM's Clint Oram's AstriCon Keynote [VIDEO]

October 24, 2012

Interactive Intelligence launches Quick Spin, a Cloud-based Unified Communications Trial Program

October 17, 2011

Interactive Intelligence today launched Quick Spin, a trial program that enables organizations to try their communications-as-a-service (CaaS) service for free. Interactive Intelligence gave me a demo of Quick Spin last week and I was pretty impressed. It features unified communications (UC), auto-attendant, presence, conferencing, desktop call control, unified messaging, ACD, skills-based routing, call and screen recording, workforce management, and more.

One really interesting feature included in Quick Spin is negative and positive word/phrase analysis. Using in-house developed real-time word spotting technology, Quick Spin can flag/route a negative call ("Speak to your manager", "Cancel service") to an appropriate agent or manager.

CosmoCom and Telesphere Announce Partnership at ITEXPO

September 14, 2011

Contact centers looking for a comprehensive hosted voice, email and chat solution will be happy to learn that Telesphere, a Cloud Communication Service provider today announced a relationship with CosmoCom. CosmoCom is one of the early pioneers of cloud-based contact center solutions and certainly one of the leaders in this space. CosmoCom has won multiple TMC Labs Innovation Awards, including an award way back in 2002.

Telesphere's relationship with CosmoCom provides businesses and contact center operators with a portfolio of hosted contact center applications and advanced tools including:
  • Email, VoIP and chat, all of which can be captured and archived for training and follow up.
  • Skills-based routing so customers are routed immediately to the correct agent group.
  • Cradle-to-grave reporting, enabling businesses and contact centers to track every interaction for every customer.
  • An intuitive, graphical call-flow designer, which eliminates the need for special coding skills to create and modify call flows.
  • A 100 percent Web-based design, eliminating the need for client software.
  • The ability to bolt on third-party reporting tools.
  • Support for whisper and DNIS.
CosmoCom will demonstrate the new interaction management suite at Telesphere's ITEXPO booth, No. 837.

"Powered by CosmoCom, Telesphere's new, completely cloud-based contact center solution enables businesses and contact center operators to implement advanced tools quickly and without the need for a six-figure investment in premises-based hardware and software," said Sanjay Srinivasan, Telesphere CTO.

Social CRM Expo Expands at ITEXPO

December 3, 2010

Some TMC news worth sharing involving ITEXPO co-located with Social CRM Expo and which is just a short 2 months away. With the holidays approaching, it'll probably go by even quicker, so make sure to reserve a hotel room now before they all book up! Not to mention February in Miami? You know Miami is popular in the winter.

Man attacks Sears' employee for Annoying Telemarketing calls

October 16, 2009

ContactQ Enhances Asterisk's Call Center Functionality

February 4, 2009

ContactQ is a new call center application server created by Braxtel Communications designed to run on Asterisk that brings advanced call center functionality to the Asterisk platform. Their aim is to handle any sort of contact method and put it into their advanced multi-media queue. For instance, they plan on queuing video calls, text messages, web callbacks, and of course regular calls. ContactQ is a fully featured multi-media skills based routing ACD.

Free snom Flexor CTI for Outlook Application offers Advanced Telephony Features

December 11, 2008

snom and Camrivox today announced free VoIP telephony integration with Microsoft Outlook with snom Flexor CTI software for Microsoft Outlook. Microsoft Outlook is the most widely used contact manager with a market share of over 60% of email users. A free CTI app for snom's VoIP phones? I remember the days where you had to pay thousands of dollara for a CTI server.

Fonality Launches PBXtra Unified Agent on's AppExchange

December 9, 2008

Back in September I wrote about Fonality's trixbox Unified Agent Edition (UAE) and how it can automatically match all inbound and outbound calls with the corresponding record in's AppExchange, and call data is captured and logged. Apparently, this was still a yet-to-be-announced product I wrote about that resulted in a call from Fonality's CEO Chris Lyman asking how I found out about it. Woops, my bad, Chris.

Well, today, Fonality has officially launched UAE.

AT&T Calls on Wal-Mart, Circuit City for Triple Play

October 13, 2008

Just when you were ready to give up cable altogether and watch TV on your computer, telecommunication companies start aggressively rolling out fast new ways to get TV, Internet and voice services -- do I hear "Triple Play"?

And they really, really want your business. AT&T has announced it would begin selling its AT&T U-verse TV and U-verse High Speed Internet services in Circuit City and Wal-Mart stores across the country.

U-verse uses a hybrid network of fast fiber-optic and conventional copper wires to bring TV, Internet and voice services to your home. Bundles start at $69 a month. It's trying to sweeten the deal by offering $200 cash back to customers who order certain U-verse packages online.

Why the big deals and incentives? AT&T is duking it out with Verizon's FiOS and cable companies like Time Warner Cable to get into new homes as customers frustrated with the relatively slow speeds of DSL look for faster service.

And they're doing it at a tough time.

Fonality's trixbox Pro Unified Agent Edition integrates with

September 5, 2008

Fonality's trixbox Unified Agent Edition (UAE) can automatically match all inbound and outbound calls with the corresponding record in's AppExchange, and call data is captured and logged eliminating manual entry. This is a big step for Fonality in taking their Asterisk-based IP-PBX from simply an enterprise phone system to a "true" call center platform that can compete with Avaya, Nortel, Interactive Intelligence, and other major call center platforms.

Fonality, today announced the collaboration of the trixbox Pro Unified Agent Edition and's AppExchange.

Fonality's trixbox Pro, Unified Agent Edition (UAE) is immediately available for test drive and deployment from Fonality Australia. It's unclear whether trixbox UAE is available in the U.S. or elsewhere as well.

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