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Of all the tools marketers use to rescue ecommerce sales, cart abandonment, emails have become the proverbial hammer. Study after study suggests that cart abandonment emails work, so marketers quickly implement these emails to remind shoppers about what they almost purchased. However, marketers that rely strictly on cart abandonment emails are ignoring many other digital behaviors, and thereby leaving money on the table.
8/31/2015 5:49:14 PM
A party-line vote by the Federal Communications Commission in June means everything to contact centers and the employees who rely on them for jobs. The decision is exactly as the FCC's very own commissioner described it: a farce, and rooted in one of the worst documents ever seen by industry professionals.
8/31/2015 5:46:45 PM
Nadji Tehrani, founder of Technology Marketing Corp., the parent company of CUSTOMER magazine, and Steve Brubaker, chief of staff at InfoCision, recently set out to publish a book. That effort resulted in the tome Taking Your Customer CareTM to the Next Level. CUSTOMER spoke with Brubaker to learn more about how the book - and the relationship between its authors - came about, and what readers can learn from it.
8/31/2015 5:44:21 PM
No doubt many of you are in San Francisco for VMworld 2015, amidst the hustle and bustle of virtualization giant VMware's annual show. If you are, there are lots of people to meet, sessions to attend, sights to see and tires of new capabilities to kick at a show of this magnitude which is ground zero for virtualization this week.
8/31/2015 5:38:19 PM
Cellular connectivity is largely regarded as the critical signal for mass-market IoT networking, and the technology is constantly getting better.
8/31/2015 5:27:52 PM
One of the biggest call center buzzwords at the moment is reshoring, and for good reason-the reallocating of overseas call center jobs to destinations in the U.S. is a bonafide trend. If recent call center openings in Ohio, Florida, and New Mexico weren't proof enough, the Lone Star State is witnessing yet another call center expansion. Convergys is looking to add to the ranks of its Jacksonville, Texas contact center.
8/31/2015 5:24:14 PM
A BPO is usually implemented as a cost-saving measure for the needs a company requires, and its use as a contact center fits the bill.
8/31/2015 5:20:00 PM
For a while, Baby boomers were all we heard about. They were the largest generation, and the ones that already consumed so much of the healthcare resources we had saved. But now, as the years have passed, it appears we've reached a point where the millennial generation has actually taken the reigns as the largest living generation.
8/31/2015 4:10:17 PM
A new client selected inContact's powerful Workforce Optimization suite to manage and streamline their contact center operations.
8/31/2015 4:10:00 PM
Wix.com, known for its Web development platform, recently released its Web-based MyAccount CRM software for small and medium-size businesses (SMBs). It announced this August that its users have collected more than 164 million contacts on the customer relationship management (CRM) platform and that many SMBs are finding the platform easy to use in their growing operations.
8/31/2015 3:43:26 PM
Amid the maturation of the consumer wearables market, demand for its products saw a peak this past January but has since experienced a slowing of that growth. Consumer expectations are pushing the market far, and not all companies in the field may be ready to keep pace with their ideals.
8/31/2015 3:25:04 PM
Development work on 5G has intensified as the need for moving beyond 4G LTE is becoming more apparent.
8/31/2015 3:02:09 PM
Oracle has announced the latest version of its FS1 Flash Storage System. This new system is completely flash-based and designed for cloud workloads requiring fast data access.
8/31/2015 2:52:54 PM
One of the biggest issues when it comes to the contact center is language. Not everyone speaks the same language, and even when the same language is spoken, it's seldom spoken the same way twice. A new report suggests that Uniphore Software System's Speech Recognition Solutions Company's new release, auMina, may be on the way to bridging one major language gap: the one between speech analytics systems and Indian languages.
8/31/2015 2:40:33 PM
A survey by IHS has found that more mobile carriers are turning to Ethernet microwave to handle their mobile backhaul requirements.
8/31/2015 2:32:49 PM
Business process outsourcing (BPO) is generally the contracting of a specific business task to a third-party service provider. But more recently it has taken on a narrower focus, and in the world of technology it's become synonymous with contact centers. A BPO is usually implemented as a cost-saving measure for the needs a company requires, and its use as a contact center fits the bill.
8/31/2015 2:25:43 PM
A majority of businesses are placing themselves at a competitive disadvantage by overestimating how agile they are at developing and launching new applications. A new study from Oracle shows that businesses believe they are agile, yet fail when it comes to flexibly managing their workloads or being able to speedily develop, test and launch new apps.
8/31/2015 2:22:06 PM
When part of a business requires the release of technicians into the field, all sorts of things can go wrong: slow operational speeds due to traffic jams or something else, dissatisfied customers, and even unethical technicians who take the opportunity for a little break that turns into a big one. But with ServiceMax's new Summer '15 release, only recently announced, getting the most out of those field service technicians becomes a lot easier.
8/31/2015 2:15:32 PM
Avi Networks today announced a new release of its software-defined application delivery controller that makes security features more usable by extending the analytics, automation, and self-service provisioning capabilities of the solution.
8/31/2015 2:03:08 PM
ADTRAN new Virtual Network Function (VNF) suite of solutions aimed at helping network operators streamline with NFV.
8/31/2015 1:39:45 PM
ASOCS, eASIC Partner on custom NFV acceleration silicon as need for speed becomes NFV focus.
8/31/2015 12:06:23 PM
Huawei and Red Hat partnership focusing on accelerating Network Functions Virtualization (NFV) adoption.
8/31/2015 11:47:45 AM
The potential for cloud computing within the healthcare industry is tremendous, fostering tighter collaboration among professionals and better patient education, for starters. The same benefits that are set to propel adoption are also seen as a hindrance or risk by some though, and the market is treading very carefully when it comes to the cloud.
8/31/2015 11:44:14 AM
API used to be a term reserved only for the most esoteric conversations at tech companies. Now everybody and their brother is talking about APIs. And today communications networking company ADTRAN is telling its API story.
8/31/2015 11:37:14 AM
Cisco last week initiated a lawsuit against HP over a $58 million contract.
8/31/2015 11:32:11 AM
The Internet industry is a pretty broad term, sufficiently so that even a polling titan like Gallup doesn't go too closely into detail about just what it is, with some experts calling it anything related to the companies that either operate on or provide access to the Internet. Regardless of the definition, Gallup noted that it's on the rise, as more people than ever in the last 15 years view the Internet industry as either very or somewhat positive.
8/31/2015 11:11:45 AM
If you don't think that your ability to reach customers via mobile is important to your business, think again. As the recent American Consumer Satisfaction Index on e-business, and recent comments from social media giant Facebook, both illustrate, mobile has become a key - in many cases the key - method of communication for many customers. And it's become a key growth driver for many companies, including Facebook.
8/31/2015 10:51:22 AM
Companies spend big money and significant resources to acquire new customers while they tend to give little thought about how to hold onto clients who are heading for the exits. That's a mistake.
8/31/2015 10:47:26 AM
As marketers, sleep can be hard to come by. We toss and turn as we think about our next email marketing campaign, brand relaunch, or logo redesign. We have nightmares about making a brand faux pas (e.g., Nationwide's Make Safe Happen Super Bowl commercial). And we wake up in a cold sweat over the thought of a competitor going viral overnight with a marketing slamdunk.
8/31/2015 10:41:13 AM
This column is a bit of a mashup, as I wanted to use this space to discuss at least a couple of interesting recent developments. The first is big data and social media in politics; the second is the rise of what's known as DevOps and what it means to your business.
8/31/2015 10:29:12 AM
When Samsung first launched its Galaxy S6 line earlier this year, one of its strategic goals was to increase its presence in the enterprise - not necessarily just within the enterprise-owned device market, but very much within BYOD enterprises.
8/31/2015 10:26:47 AM
Recommind, a provider of advanced analytics solutions, recently announced the launch of version 5.5 of Axcelerate, a cloud-based eDiscovery platform. Axcelerate's highly capable machine learning and business intelligence technology is highly reputed in the eDiscovery realm and makes it easier than ever for organizations to glean the most information they can from vital communications.
8/31/2015 10:21:05 AM
Oral Roberts University (ORU) in Oklahoma has moved one step more toward what is being called a complete digital society. Unified communications provider Carousel Industries recently announced that it will partner with the university to install wireless connectivity across all its campuses to deliver essential digital services to current and prospective students.
8/31/2015 10:08:00 AM
With real-time UC metrics, administrators will be able to gain valuable insights for optimizing their enterprise communications. The Masergy UCaaS Analyst was given a 2015 Communications Solutions Product of the Year Award for exceptional innovation by TMC for addressing this particular issue.
8/31/2015 9:34:16 AM
Cloud-based communications services are taking the place of traditional telecommunications technologies at an astounding rate; cloud SMS services especially have attracted businesses looking to cheaply yet effectively interconnect global networks. Cloud telecom services enable higher-quality voice and SMS communications with expanded features while at the same time being much more affordable.
8/31/2015 9:24:47 AM
Presidio, a provider of professional and managed services for advanced IT solutions, recently announced the exciting news that it has once again achieved Cisco's Customer Satisfaction Excellence Gold Star distinction. This award recognizes the company's dedication to providing its customers with industry-leading customer service and this effort's role in ensuring Presidio's burgeoning success.
8/31/2015 9:01:10 AM
ContinuitySA provides business continuity products, including disaster recovery, to businesses in Africa. Its disaster recovery site in Randburg, South Africa recently upgraded to the Avaya Communication Manager 6.3 to ensure that its customers have access to the most up-to-date communication system it can offer.
8/31/2015 8:47:48 AM
The business world experiences delay scenarios in its world each day. One of these areas is in the faxing of message-critical documents. It doesn't have to be that way.
8/31/2015 8:08:00 AM
Akana Healthcare Solution is an API-driven platform that will give healthcare organizations the ability to accelerate the transition into more secure and digitally interoperable businesses.
8/31/2015 8:01:04 AM
SMBs are increasingly utilizing IP phones as part of their overall communication solutions, benefitting from their advanced features, flexibility and attractive price point. In an effort to better meet the needs of its SMB customers, TELUS has announced the Commercial Link integrated cloud-based business communication solution.
8/31/2015 8:00:00 AM
Increasingly, real-time, multichannel collaboration is necessary to stay in business. Employees need a way to communicate effectively with other workers, whether that person is on a different floor of the building or on the other side of the planet. During the course of the interaction, those employees may need to bring more people into the collaboration session. Finding a way to accomplish this quickly with minimal loss of time, money and knowledge is an important task for businesses to accomplish today, according to a recent article by Jens Koerner writing for EnterpriseAppsTech.
8/31/2015 7:56:26 AM
It's well known that the Asia-Pacific region is driving trends in mobility and associated applications and services, but several new studies single out the Philippines as a mobile technology leader within the area. In fact, the Philippines was recently named the most active country in the world on social media, with mobility propelling that trend as well as several others.
8/31/2015 7:54:38 AM
Data management solution provider BackOffice Associates has announced that Database Trends and Applications (DBTA) has awarded the company's Data Stewardship Platform (DSP) the 2015 Readers' Choice Award for Best Data Governance Solution.
8/31/2015 7:42:02 AM
Earlier this month, Twitter began testing a news tab that appears on its mobile apps. The tab will highlight trending news that the user might want.
8/31/2015 7:33:28 AM
Managing leads tends to be a costly and often less-than-optimal proposition for inside sales.
8/31/2015 6:00:00 AM
While the FCC's most recent declaratory ruling clarifying points in the TCPA may seem largely a matter of technology definitions and hair-splitting, it contains an ominous message for outbound telemarketers.
8/31/2015 6:00:00 AM
The Next Generation of Digital Services is upon us. As illustrated in each new innovation and announcement, the iron is hot for digital service providers (DSP). So, with the weekend upon us, no better time than the present to take a look at the week that was in digital services. It's that time again: time for the week in review!
8/29/2015 7:30:00 AM
For most households across the U.S. this week - it was back to school time. As kids head back into the school year, there have been reports of the increasing benefits new technologies are playing in the classroom. We also continue to hear about the advancements of mobility in real time communications.
8/29/2015 7:30:00 AM
Microsoft's Lync, and by extension Skype for Business, have proven to be a valuable part of many offices' lineups. That value in turn has posed several opportunities for other developments in the field, and that's meant plenty of news for us to consider. So with the weekend on hand, it's a great time to take a look at what was truly big and special about this week. Get comfortable, because it's time for our Week in Review coverage!
8/29/2015 7:25:00 AM
This week in Call Center Services news, the return of call center jobs to the U.S. is at hand. TMC analyzes the reason for company's return to the U.S. as a primary destination, and several new openings along the East Coast demonstrate this resurgence.
8/29/2015 7:20:00 AM
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