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TMCnet.com publishes original, technology-oriented articles and columns written by industry experts and TMC's own editors.

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With the debate in full swing over whether real time communications will end up killing the concept of unified communications (UC), a new wrinkle in the conversation has developed. Specifically, a new report from Easynet-a worldwide provider of managed services-has detailed that UC deployments are proving difficult, if not impossible, for a wide swath of sites in Europe.
4/24/2015 6:37:23 PM
Metaswitch, a network software provider, has announced that Education Networks of America (ENA), an Infrastructure as a Service (IaaS) provider for K-12 schools, has chosen Metaswitch's IP multimedia communications software.
4/24/2015 6:34:18 PM
Kaltura, a video platform aimed at the Over the Top (OTT) TV, Online Video Platform (OVP), Education Video Platform (EdVP) and Enterprise Video Platform (EVP) markets has announced the launch of a new HTML5 web app for the Amazon Fire TV. The platform provides publishers and content owners with comprehensive tools for publishing, managing, monetizing and analyzing video and other rich media content. Completely software-based, it can be implemented into any website or application to augment it with advanced video and rich media capabilities.
4/24/2015 6:29:34 PM
Always, always, have a backup plan. This is a very simple message that everyone-especially massive data centers and enterprises-must adhere to. As a recent blog post from TeamSupport reveals, even the slightest mishap can muck up your business's most basic operations. The example cited in the blog post involves a planned customer call in which the client mysteriously disappeared when the hour was at hand.
4/24/2015 6:28:07 PM
The future is officially here. No longer do maladies and medical situations entail driving to the nearest clinic or hospital. Telemedicine has made it possible to receive treatment-or at least a prognosis, diagnosis or prescription-from any place in the world, or more simply, anywhere in the greater metro area.
4/24/2015 6:22:15 PM
In the realm of business to business (B2B) software choosing the most appropriate customer support software is a decision far more important than many realize. When purchasing anything there can be buyer's remorse, and when it comes to customer support software deliberating on a solution can feel a bit overwhelming. It's for this reason we should take a look a few things that can help you not just choose a solution but purchase the BEST customer support software to suit your need.
4/24/2015 6:22:06 PM
Across the board, technology has advanced the enterprise to be more efficient, productive and in most cases more prosperous. One technology advent in particular that has meant a great deal to businesses of all shapes and sizes is video conferencing. By leveraging a video conferencing solution, a business can save on the cost of travel and disregard geography while at the same time increase team productivity and collaboration.
4/24/2015 6:17:00 PM
WOW! Business announced recently that it would begin offering its business-grade VoIP service to smaller businesses in Illinois, Ohio, Michigan and Indiana. The company also announced a wiring plan for businesses that still use premises networks.
4/24/2015 4:55:55 PM
Yealink, a provider of Unified Communications (UC) terminal products and services, won the 2015 Internet Telephony Product of the Year award for its CP860 Internet Protocol (IP) conference phone. This is the fifth consecutive year Yealink has received the honor, which was presented by the global integrated media company Technology Marketing Corporation (TMC).
4/24/2015 4:51:00 PM
Gartner recently named NetNumber a Gartner Cool Vendor for what it's doing with TITAN, its Transactional IP Telephony Addressing and Numbering platform.
4/24/2015 3:45:59 PM
Silver was the primary mineral mined in Nevada when it was admitted to the union in 1864, earning it the slogan of The Silver State. Times changed, with the gaming and convention industries gaining prominence over the past 30 years. But the state is shifting character again, with technology being its big bet for the future.
4/24/2015 3:16:50 PM
Big telecom mergers just don't fly these days, but it took Comcast 14 months and at least $237 million spent in 2014 to figure it out it couldn't buy Time Warner Cable. In retrospect, this was a no brainer. If the Federal Communications Commission (FCC) wasn't going to sign off on an AT&T and T-Mobile merger back in 2011 and a Sprint/T-Mobile merger in 2014, what sane individual believed that Comcast could pull off a merger with so many negatives hanging over its head?
4/24/2015 2:39:07 PM
High schools are no strangers to changing technologies. Having to both put such things to use within current operations as well as teach the next generation about how such mechanisms work, keeping up with technology in school is important for a wide array of reasons. Kearney High School in Kearney, Missouri, meanwhile recently saw a fairly substantial upgrade to its own phone system with the passage of a new measure at a recent school board meeting.
4/24/2015 2:36:33 PM
Contact center managers can be very arbitrary about offering guidance and feedback, and frequently play favorites with some agents over others.
4/24/2015 1:43:45 PM
With so much of our lives online these days, the ability to protect against cyberattack is as important now as a night watchman was in the days before the Internet. Protecting assets and protecting property against vandalism or destruction were all important tasks, and such tasks now have Internet equivalents. Enter IBM, whose QRadar system now powers analogues to the real-world watchdog, using analytics technology to find potential cyberattacks and prompt reaction.
4/24/2015 12:32:48 PM
There are approximately 80 million millennials, born between 1980 and 2000, roaming the planet and all of them are potential customers. The largest generation in history is comprised of children of the information age, and they have very different ideas about customer service and the customer experience than their parents. To capitalize on this burgeoning market, businesses need to fully understand and meet their customer service demands and expectations.
4/24/2015 12:28:08 PM
The need to be connected to the 'smarter world' is ever increasing with the rise in the number of mobile devices. LTE is now a global reality for millions of subscribers and the age of the Internet of Things (IoT) is well and truly upon us. While this opens up a variety of opportunities for network operators, it also comes with a warning. With the vast increase in the number of connected devices; effective policy and traffic management capabilities have become key demands for carriers and, as such, network intelligence is more important than ever.
4/24/2015 12:11:12 PM
The Internet is full of statistics about so many topics that it can be difficult to drill down to truly critical nuggets of information. In particular, the Web is replete with facts about the importance of improving customer service. So, to help you avoid wearing out your keyboard with search engine queries, we decided to compile 10 of the most compelling business-related customer service statistics you'll find anywhere:
4/24/2015 11:29:46 AM
By now we all understand that customers want to interact with the organizations with which they do business via a variety of channels, so businesses are now feeling the push to support additional channels.
4/24/2015 11:24:12 AM
When used effectively, companies have the equivalent of a personality profile for many of their hundreds, thousands, or even millions of existing customers. This turns each customer from a number to a thinking, feeling, and living person.
4/24/2015 11:15:43 AM
When it comes to cooking up new sources of revenue, mobile operators are looking above and beyond the network and standard connectivity services. More specifically, service providers want to get a piece of the applications and value-added services pie, and luckily for them, it's a pretty big pie.
4/24/2015 11:10:11 AM
A weekly updates on the happenings at VoIP Innovations.
4/24/2015 11:06:58 AM
Most Americans are unfamiliar with the term patent trolls-companies who buy up patents and then quite literally troll around looking for other companies that may be (mostly inadvertently) violating them.
4/24/2015 11:01:38 AM
The omni-channel experience is kind of a new strategy for retailers. While we've seen the boom of e-commerce take away from brick and mortar shops, businesses are starting to see the value in having the best of both worlds. The omni-channel serves the customer both online and off by offering a smooth shopping experience.
4/24/2015 10:55:49 AM
Get your next-gen stats here! Major League Baseball Advanced Media (MBLAM) this week launched next-generation stats league-wide that it hopes will captivate TV fans, help commentators and attract those at the game - all while providing precious data for use by teams to evaluate the performance of their players.
4/24/2015 10:49:38 AM
Self-service is on the rise, and not just in situations in which people are alone at home using their computers. Increasingly, people are also handling transactions themselves via kiosks at airports, hotels, libraries, restaurants, and theaters.
4/24/2015 10:44:33 AM
In Part 1 of this discussion, we looked at the emerging role that Rules-Based Expert Systems and Software as a Service are starting to play in Clinical Documentation. This discussion continues in Part 2 as we move on to look at new applications for Business Intelligence in CDI.
4/24/2015 10:12:31 AM
Freshdesk is a cloud-based customer service company that has seen quite a bit of growth over the last year. The company has actually seen so much success that it just went through a funding round that brought in more than $50 million. This is on top of the $31 million funding round last June that brings the total dollar amount of investments in the firm to more than $90 million.
4/24/2015 10:03:35 AM
Recently, a large cloud-based business apps marketplace released its inaugural ranking of call center solutions - specifically cloud-based solutions.
4/24/2015 9:02:44 AM
At the same time that Sugar 7.6 was unveiled, the company also announced the future of the company with a solution that fuses Customer Experience concepts with the CRM.
4/24/2015 8:53:23 AM
Latin America is a key focus for the contact center industry today as performance and infrastructure have improved over the last few years and as companies look to better cater to their Spanish-speaking customer base.
4/24/2015 8:49:19 AM
This is the intriguing question that Greg Zweig recently posed at UC EXPO in London earlier this week. Zweig, the director of solutions marketing at GENBAND, gave a talk this past Wednesday at the conference about using the cloud and WebRTC to combine Lync and embedded communications.
4/24/2015 8:28:34 AM
Intel's silicon schedule continues to leak out, with the latest showing that its fifth-generation Broadwell processors should launch for the desktop market in mid-2015, targeting mini-PCs and all-in-ones.
4/24/2015 8:28:12 AM
Some brands have all the magic, and we know them because they are successful and magnetic. Think Apple. Think Zappos. Think Buffer if you're a social media guru.
4/24/2015 8:20:44 AM
First, let's make sure you understand the difference between VoIP and traditional, analogue phone systems. The traditional model, now going the way of the dodo bird, is using a telephone line for each call and transmitting the call via electrical signals. VoIP uses the Internet for transmission and is a digital flow of voice data. VoIP delivers more economical calling, plays better with mobile because it is digital, and also includes a bevvy of extra features that analogue phone service just cannot match.
4/24/2015 8:17:42 AM
It can be challenging to stay upbeat and focused in the call center environment, especially when the calling campaign is not personally exciting.
4/24/2015 8:16:45 AM
One of the biggest mistakes that most people make is overcomplicating things. We see this in software prior to the cloud, in writing - and in the sales process.
4/24/2015 8:11:11 AM
Once this integration happens, customers can seamlessly transition from a Web browsing session to a live agent call from inside the browser. The technology is invisible to these customers. From the contact center's perspective, the context of the customer's browsing session adds vital information that allows the call to be passed to the most appropriate agent, raising the chances of a faster and more satisfactory outcome. As a few contact centers begin to offer the options the WebRTC standard can provide, others will need to scramble to catch up.
4/24/2015 8:10:47 AM
For all the talk about overly generous corporate compensation packages and the large salaries that CEOs sometimes receive, what's lost in the discussion is the critical role these leaders play in their organizations.
4/24/2015 8:05:49 AM
A new study finds Web chat is becoming the second most important channel to call center customers, after the phone call itself.
4/24/2015 7:32:34 AM
In a bid to reduce call setup times and offer HD call quality, Telefonica Germany has launched its new Voice-over-LTE (VoLTE) service for 4G subscribers.
4/24/2015 6:00:00 AM
According to new research, SMBs lack awareness when it comes to the telephone technologies available to them.
4/24/2015 6:00:00 AM
Big data, and the business of analyzing it and gleaning value from it, is big business. In fact, IDC predicts the big data technology and services market will reach $41.5 billion by 2018.
4/24/2015 6:00:00 AM
Change or die. That's the cold conclusion from a recent report that took an in-depth look at what contact centers need to do to keep customers from jumping ship.
4/24/2015 6:00:00 AM
SkyKick offers enterprises a way to migrate their entire operations to Microsoft 365 products. Its latest announcement discusses its upgrade to a Hands-Free feature that allows IT to complete migrations to Exchange without involving end users.
4/24/2015 6:00:00 AM
The proliferation of the cloud is revolutionizing call center solutions and the customer experience in the process. The cloud deployment model allows for an enterprise to implement a customizable deployment to provide customers with the best possible experience in an omni-channel environment. Recently, the largest cloud-based business apps marketplace, GetApp released its inaugural ranking of call center solutions-specifically cloud-based solutions.
4/24/2015 6:00:00 AM
One of the difficulties many successful online companies have is monetizing their site. Whether it was Facebook or Twitter, generating the ad revenues that now drives their business was a time consuming and costly process. With the introduction of new technologies it is becoming much easier to integrate engaging advertising consumers can access on their mobile device, personal computer or even on their smart TV. Sizmek, a global independent third party ad server specializing in driving exponential ad performance across multiple devices and channels, has made Ad Builder for HTML5 available for the general public so they can create rich media ads for multiple environments.
4/23/2015 6:19:36 PM
As the U.K. grapples with immigration, wage inequality, homegrown terrorist, IS, and the EU, the 2015 U.K. general election will be taking place with the closest race in a generation. The candidates are making their case to convince voters they have the best plan to get the country on the right track. Although it is a two-man race between incumbent for the Conservatives David Cameron and Labour's Ed Miliband, there are 11 additional candidates that still hold hope they could potentially win. With so much on the line, the technology that helped Obama get elected in 2012 is being applied by candidates that can afford it.
4/23/2015 6:16:17 PM
French automaker Peugeot Citroen has partnered with IBM to bring new IoT solutions to market faster. These solutions will help several industries within the IoT to analyze data and deliver new services from connected vehicles.
4/23/2015 6:10:19 PM
Not only are paper documents a pain to file, but they're also wasteful on the environment. In fact, according to the EPA, we use 69 million tons of paper and paperboard every year. Most of that paper is consumed by businesses that use their fair share of paper for managing projects. Additionally, Americans take more than 405 million business trips each year - accounting for 16 percent of all long distance travel.
4/23/2015 6:02:31 PM
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