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TMCNET eNEWSLETTER SIGNUP publishes original, technology-oriented articles and columns written by industry experts and TMC's own editors.

Articles and columns are listed chronologically as they were published, with the most recent features first. You can view TMC's columnist archive, which indexes columns by author.

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While we all know the value of conference calling at this point-many of us have been on at least one at some point and seen the kind of collaborative value it serves-trying to set one up can be, sometimes, challenging. Sometimes it can even be outright difficult depending on the system being used. But today, out at ITEXPO in Anaheim, Calif., MeetingMogul is set to make conference calls easier to use by making them easier to join.
10/6/2015 10:17:37 AM
RingCentral, provider of cloud business communication solutions, has introduced two new APIs to give its customers a better way for the way businesses communicate: the first is Call Recording Access and the second, a three-legged OAuth API.
10/6/2015 10:13:06 AM
Firstsource Solutions, a global provider of Business Process Management, has entered into a partnership with Ulster University Business School so customer contact center employees can have the opportunity to study for a BSc (Hons) degree in Customer Contact Management.
10/6/2015 10:02:12 AM
TMC was fortunate enough to recently speak with Amy Bailey, VP of marketing with Master Agent Telarus, a giant in the field of telecom solutions, prior to her attending ITEXPO Anaheim 2015. The company will also be exhibiting at booth #206 at the event. Bailey has some interesting insights of where the market is today and where it's headed.
10/6/2015 9:37:25 AM
Technology in the call center is one thing that can set a company apart from another. Too many competing firms are offering commodity products at prices that have little variance. Trying to determine one provider from another is difficult as the marketing material suggests you'll experience the best interactions with each one.
10/6/2015 9:29:12 AM
How do you derive more productivity from your employees? Do you motivate them with a proven incentive plan? Do you set goals you can easily measure? Do you make it part of your corporate culture so everyone is clear about expectations and the initiatives moving forward? Not every company employs the same strategies to drive productivity, but can call accounting help?
10/6/2015 9:20:01 AM
How do you feel about being monitored at work? If someone stands over my shoulder while I'm trying to get something written, I get irritated and generally stop writing until they move on. This type of micro-management isn't viewed favorably, especially when I don't understand why the person is hovering. In call center management, such hovering can often be essential to agent success, but you have to get away from the negative association.
10/6/2015 9:19:07 AM
There are some practices every company should follow if they want to improve their customer service. Oliver VanDervoort lays out the most effective.
10/6/2015 9:05:52 AM
In an increasingly hostile and volatile cyber landscape, trust is a vital yet sometimes elusive component of business. Establishing trust is easier said than done, and it's not getting any easier. Guest writer John Grimm, Senior Director at Thales e-Security, explains the best ways to build consumer trust in the digital marketplace.
10/6/2015 8:48:50 AM
Up to now, we have been under the impression that the field of Clinical Documentation Improvement has been moving away from the outdated practice of just trying to improve reimbursement. But now a new disturbing trend seems to be gaining momentum. Namely, the practice of cherry-picking admissions for review to maximize results.
10/6/2015 8:28:18 AM
Microsoft continues to expand on Skype for Business. For example, the company has a new offering called Skype Meeting Broadcast, a one-way broadcast service that can support tens of thousands of participants and beyond. Also new from Microsoft is PSTN Conferencing, which allows people to use a dial in number to join a Skype meeting from any device.
10/6/2015 8:21:13 AM
Twitter announced recently that Jack Dorsey, who had been serving as the company's interim CEO the past three months, will continue in the same role on a permanent basis.
10/6/2015 8:05:47 AM
Cloud computing has undergone expansive transformation during the last decade with the rise in consumerization of IT and soaring digitalization trend among users.
10/6/2015 12:00:00 AM
Segment routing and path computation transforming how traffic can improve network infrastructure optimization.
10/5/2015 11:34:41 PM
The Boston Red Sox have announced that they'll be implementing a ShoreTel package to optimize employee productivity and streamline communication with fans.
10/5/2015 7:18:24 PM
ITEXPO West 2015, which kicked off today and will be taking place throughout October 8 in beautiful Anaheim, CA, honed in on the importance of marketing by featuring three in-depth, interactive workshops presented by TMC and Content Boost. The third presentation, headed by TMC CEO Rich Tehrani, specifically emphasized the importance of online communities including what they are, how they work and how they can yield positive, lasting results as part of an organization's overarching marketing campaign.
10/5/2015 7:06:34 PM
When contact centers began flocking to cloud-based or hosted solutions last decade, it was primarily cost savings they had in mind. Cloud contact center solutions were attractive because they allowed companies to pay on a subscription basis - a function of operating income - rather than make a big upfront capital investment.
10/5/2015 5:45:18 PM
Guest writer and Veeam Regional Director of Middle East and SAARC Gregg Petersen draws a road map to the 'Always-On' data center.
10/5/2015 4:20:57 PM
HealthStream has announced a new subsidiary, Echo Inc., to provide credentialing, provider enrollment and contact center solutions for the healthcare industry. The new company is the result of HealthStream's acquisitions of HealthLine Systems and SyMed Development.
10/5/2015 4:05:18 PM
Sprint has been on the skids for a while, a long slow decline due to a combination of bad decisions. Currently owned by SoftBank, it's an open question as to when the No. 4 carrier in the U.S. is sold to someone else. The more important question is who could and would buy Sprint.
10/5/2015 4:01:58 PM
As much as communications lends value to our business environments, it can also have a significant impact on the bottom line. We have to stay connected - that much is clear. But how do we ensure the technology we have in place represents the best use of our resources and capabilities? Can call accounting really make an impact?
10/5/2015 3:20:25 PM
Making this investment in the agent base is something call center management cannot afford to miss. Given the role technology plays in the call center today, effectively managing training should be a given and not the exception. Management has access to real-time information that shows the best time to schedule training with a specific agent so as to avoid idle time and help them boost their capabilities in areas where they are lacking.
10/5/2015 3:19:27 PM
Juniper Networks has announced a new reference architecture, Juniper Unite, to secure cloud-based applications.
10/5/2015 3:17:38 PM
In the world of telemarketing, even the slightest edge can make a huge difference in the bottom line. With everyone competing for the same select audience, no matter what the product, it helps to have a leg up. And that's why OPC Marketing, manufacturers and distributors of Spitfire predictive dialers, are doing so well in the industry.
10/5/2015 3:17:12 PM
Comcast's customer service department has gained infamy for its dogged determination to keep customers. But for those who wish that canceling Comcast service was as easy as canceling a pizza order, Airpaper may be the most convenient choice.
10/5/2015 3:02:47 PM
Vonage is rapidly emerging as one of the biggest names in voice over Internet protocol (VoIP) service around, delivering easy to use, high quality communications for both business and residential users. The company scored a coup and recently sharpened its technological edge, gaining seven new patents over 2015's third quarter and bringing its total patent count in the U.S. to 93.
10/5/2015 2:31:37 PM
911 is an important part of modern public safety, and it's about to get an augmentation down in Florida. The Tampa Tribune describes a new call center merger between two major emergency forces.
10/5/2015 2:21:47 PM
WiFi calling has been an enormous success for Sprint and T-Mobile, so why hasn't AT&T - whose customers beta-tested the service - joined suit? James Ciccioni, senior legal vice president for AT&T, says the competitors are in defiance of FCC law, while AT&T is covering its bases.
10/5/2015 2:10:27 PM
These days, it seems like cybersecurity is front and center for a lot of people. A new study from the Georgia Tech Information Security Center (GTISC) reveals that it doesn't just seem that way to the outside viewer: cybersecurity really is a big concern for many out there.
10/5/2015 1:55:38 PM
With the holiday shopping season about to kick up in earnest, Apple is ready to make the search for an Apple Watch that much easier with retail expansion efforts.
10/5/2015 1:04:28 PM
Enghouse Interactive offers an integrated suite of solutions from multi-channel contact center, self-service, attendant operator consoles and workforce optimization offerings that bring customers and partners a complete solution they can deploy on premises, via the cloud or even Hybrid. Scott Logan and Alex Gorrell, both Marketing Directors at Enghouse Interactive, took some time to chat with TMC recently about the upcoming show, market trends and why UC adoption is still a growing space worth keeping an eye on.
10/5/2015 12:48:43 PM
John M. Hand, global Microsoft Alliance Director at IR, sits down with TMC for an interview about the state of the UC market and how it is being adopted by the enterprise along with cloud computing, WebRTC and other disruptive technologies.
10/5/2015 12:36:02 PM
Fiber Mountain is on the forefront of network transformation. By leveraging software defined networking, the complexity, size and scale of today's data centers is combated with efficiency and better utilization of server resources. In anticipation of the company's ITEXPO appearance, VP of Marketing for Fiber Mountain Bill Miller sat down with TMC to talk partners, unified communications, WebRTC and more.
10/5/2015 12:15:29 PM
The Israel-based Teridion recently opened an office in San Francisco, and realized it needed to be able to communicate across a lot of time zones, so it utilized its own technology to make it seamless. That technology is now available to everyone. As such, Elad Rave, founder and CEO of the company, spoke with TMC in the run-up to this week's ITEXPO, talking about his business, and communications in particular.
10/5/2015 11:56:09 AM
In a recent interview with Rich Tehrani, DIDX VP of Marketing Suzanne Bowen gave her insights on Unified Communications adoption, movement and challenges in Unified Communications, security threats both perceived and real, mobile capabilities, cloud computing, wearable tech, WebRTC and so much more.
10/5/2015 11:46:51 AM
While US companies used to routinely send contact center jobs offshore in order to save costs, customer service needs have led to this practice occurring less often. That means the Philippines, the long-undisputed king of the offshoring world, will likely remain the top outsource location while several other countries are left fighting over scraps.
10/5/2015 11:21:16 AM
Panasonic recently announced the i-PRO Preferred Program. This program is geared to offer rather significant service enhancements and value additions to owners of the Panasonic cameras that fall under the policy.
10/5/2015 10:53:19 AM
StarTek has long been known as one of the more successful call center companies in the United States. Now the firm is adding to its ranks by hiring about 300 temporary employees for its Colorado Springs call center.
10/5/2015 10:39:22 AM
GENBAND made a giant splash in the real time communications space about a year ago when it announced the launch of that sweet offering known as 'Kandy.' On the day the company was celebrating the one year milestone, TMC CEO Rich Tehrani caught up with GENBAND Vice President, Solutions Marketing & Strategy, Sanjay Bhatia to discuss some of the new exciting things happening with Kandy and why real time communications is becoming so important today.
10/5/2015 10:32:50 AM
The siloed IT infrastructures of the past were inefficient all around. Because each segment was compartmentalized to the point where one department didn't know what the other one was doing, implementing a comprehensive solution was next to impossible. But in today's highly flexible and scalable ecosystem, a converged infrastructure is essential in order to reduce the complexity and pull resources together to automate IT processes. According to a recent finding by Logicalis, provider of IT solutions and managed services, CEOs, CFOs and line-of-business leaders see converged infrastructure (CI) and software defined technologies as key to an on demand and service defined enterprise.
10/5/2015 10:02:20 AM
In an effort to ensure they have a 360-degree view of their customers, many companies invested heavily in customer relationship management (CRM) a decade or more ago. The earliest implementations were premises-based, took a long time to implement and had poor usage. For many companies, it was an enormous investment that led to very little return. When Salesforce introduced its cloud-based CRM years ago, companies got their first taste of a hosted solution that could be used by anyone with a stake in the customer: the contact center, inbound and outbound sales, marketing and back-office functions without an enormous upfront investment and an 18- to 24-month installation schedule.
10/5/2015 9:58:28 AM
According to analysts and experts, speech analytics is one of the fastest growing segments of the call center technology market. Writer Joe Rizzo maps the landscape of the burgeoning field.
10/5/2015 9:53:51 AM
The events space is in flux, due partially to the fact that every business professional now hangs by their phone. This reliance on one's phone, and the ever-present need to check in with social networks, can be a challenge for a live event where the point is face-to-face networking and idea sharing. Smartphones isolate.
10/5/2015 9:51:08 AM
You know you have a problem with silos when your company uses eight different BI systems at the same time. This was the situation in 2013 with beverage maker, Sunny Delight.
10/5/2015 9:48:48 AM
Dialogic has announced the release of its PowerMedia XMS 3.0 server, allowing for advanced WebRTC applications.
10/5/2015 9:43:13 AM
Onshape, the first and only full-cloud 3D CAD system that lets everyone on a design team work together using any web browser, phone, or tablet, has raised $80 million.
10/5/2015 9:30:01 AM
Here are three ways your organization can shift the way you're measuring the value you add to your business (or start documenting that value) as well as close the gap between the business and technology groups in your organization.
10/5/2015 9:25:04 AM
Do you know what your IT initiatives are or what your IT support is working on? If you know the answer, great! You are among the few business owners who do. If you are not, here are six talking points to discuss with your IT support and how they can help your business.
10/5/2015 9:11:14 AM
Sensibo this year rocketed through a successful Indiegogo campaign and product launch, and now has taken its device that turns any remote-controlled AC into a smart appliance into the open source internet with a new public API for developers. Sensibo's API allows developers to use the Sensibo device with other home appliances to make the smart home even smarter.
10/5/2015 9:02:24 AM
GE and PTC recently announced that the two companies will team up to deliver a new GE-branded manufacturing solution that will combine the GE manufacturing portfolio with the capabilities of PTC's ThingWorx IIoT application enablement environment.
10/5/2015 8:46:23 AM
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