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There's been a lot more innovation at Microsoft recently, one of the most obvious effects of the shift from Steve Balmer to Satya Nadella as CEO. One of the latest innovations to come out of the Microsoft idea lab is its new smartphone app, Send, a modern twist on email use.
8/4/2015 7:00:00 AM
The worldwide tablet market declined 7 percent year over year in the second quarter of 2015. According to preliminary data from the International Data Corporation (IDC) Worldwide Quarterly Tablet Tracker, shipments totaled 44.7 million units in the quarter. Marked by little hardware innovation and limited vendor portfolio updates, the market also declined 3.9 percent compared to the first quarter of 2015.
8/4/2015 7:00:00 AM
These days, marketing and selling is already tough enough, but it can be even tougher when you hit upon the gatekeeper keeping you at arm's length from the decision maker.
8/4/2015 6:00:00 AM
Following recent pronouncements from the FCC concerning who can and can't be called under the Telephone Consumer Protection Act, or TCPA, local court rulings are driving home a warning to callers: Be careful.
8/4/2015 6:00:00 AM
There is an old saying about the necessity of learning something new every day. And, while maybe not completely new, a gentle reminder to behave in a manner that is more productive or enjoyable is never a bad thing. I think two such reminders might be worth sharing since they relate directly to the subject of improving the customer experience in general and the value of enhanced contact center engagements specifically. Let me explain.
8/4/2015 6:00:00 AM
Whether using cloud-based tools or offering these to other businesses, the kind of efficiency and flexibility cloud-based tools can offer has proven to be a big boost for many companies. Interactive Intelligence, meanwhile, recently released its second quarter earnings report, as well as its report for the last six months, and a big boost seemed the order of the day.
8/3/2015 6:02:34 PM
It has become almost an industry mantra these days that open source means open for business. This happens to be true regardless of communications industry sector or geographical location. A great illustration of this is the announcement from that the prpl Foundation, an open-source not-for-profit foundation focused on enabling next-generation datacenter-to-device portable software and virtualized architectures, is sponsoring the annual Wireless Battle of the Mesh (aka BattleMesh), to be held Aug. 3-9 in Maribor, Slovenia.
8/3/2015 5:58:41 PM
AT&T is making good on its $49 billion acquisition of DirecTV with its first joint service offering: Duo-play packages that bundle satellite TV and other services with mobile-phone plans, with access to TV Everywhere.
8/3/2015 5:46:33 PM
Austin, Boston, Silicon Valley, and Seattle are all well-known hubs for technology and startups-less so, southern cities with maybe the exception of Atlanta. It's time to start rethinking those assumptions as gigabit speed broadband and centers of excellence emerge in an area running from North Carolina all the way down to the end of Florida, as well as moving westward to pick up other mid-South states.
8/3/2015 4:09:05 PM
Having a compliance solution like ISI's is absolutely key to the success of using Skype for Business and other UC solutions within the healthcare space. And service providers like ISI have extensive experience with telecom auditing and optimization, which is easily applied to HIPAA rules and guidelines. Skype for Business has the potential to take telehealth to new levels of success, and with proper compliance solutions in place, healthcare providers and patients alike can feel comfortable and confident taking advantage of UC as part of their healthcare experience.
8/3/2015 3:15:57 PM
Not surprising, humans were pre-wired for interactive relationships. While technology can address collaboration needs of remote employees, management should prioritize regular in-person gatherings. Studies show employee satisfaction, team collaboration, creativity and productivity are affected by peer-to-peer interaction. If in-person meetups are not possible, go virtual. Make it a point to not only host business meetings virtually, but set up online meet-and-greets to engage every team member-even invite the family or favorite dog.
8/3/2015 3:14:47 PM
There are a multitude of tactics a Hosted IP PBX provider might employ to reel in high quantities of business clients. The approach currently in use by Birch Communications, a provider of communications, network and cloud services, is to make its offerings available to as many prospective clients as possible, while imbuing its technology with as many features as possible.
8/3/2015 3:12:14 PM
In another sign of the increasing use and acceptance of video conferencing in a business setting, a new poll out of the U.K. shows wide appreciation of the technology. The downside of this finding is that many aren't using it effectively.
8/3/2015 3:08:24 PM
Wireless networks have traditionally been a patchwork of different technologies. In fact, they still are today. But now more network operators are aligning on LTE technology.
8/3/2015 3:03:44 PM
It's easy sometimes to ignore the hardware side of unified communications (UC), but hardware and software are an almost symbiotic combination; one just doesn't get very far without the other. To that end, Altia Systems-which recently landed a Cool Vendor classification in UC from Gartner-brought out a new app to bolster the performance of its PanaCast 2 camera, known as the PanaCast ePTZ.
8/3/2015 2:53:45 PM
Depending on which analysts' report you read, smartphone shipments for this year's second quarter came in between 338 and 435 million units. These figures represent a weaker growth rate in the U.S. and China of about 15 or 16 percent.
8/3/2015 2:39:39 PM
Many people might be nervous when dealing with customers over the phone for the first time, but for people who really have trouble speaking, it can be a living nightmare. Ytel has introduced VoicePath soundboard to help contact center agents with speech and articulation disorders.
8/3/2015 2:28:00 PM
While the Philippines may still be the king of the hill when it comes to call center outsourcing, a new report by Frost & Sullivan indicates there are some other markets that are growing quickly enough to be real competitors.
8/3/2015 2:25:00 PM
Is there any sound more wonderful to the mobile network user's ear-at least for right now-than the phrase 5G? A new, faster, better breed of mobile connectivity with more speed, more bandwidth, hopefully coming soon to a smartphone or tablet near you is a hard development to pass up. Work has already begun apace on just such a development, meanwhile, as Alcatel-Lucent led the way in completing the 5GNOW project.
8/3/2015 2:20:19 PM
451 Research has released a new report that forecasts the global Mobile Point of Sale (mPOS) installed base to reach over 54 million units by 2019.
8/3/2015 2:12:31 PM
It is always nice to report some good news and this is one of those instances. For those of you who may remember, a few weeks ago there was a major uproar about the revelation that the New York Times site could leverage WebRTC to track the private IP address of visitors without their permission. That obviously got more than a few people upset when it became public-despite the fact that as far back as February of this year this was uncovered by security researchers as an issue.
8/3/2015 1:58:38 PM
Businesses are increasingly turning to cloud-based technologies to meet their IT needs. No surprise there. What's new here is a study from Frost & Sullivan that points out what's happening on this front in the Asia Pacific.
8/3/2015 1:44:52 PM
Everyone's talking about the impact of Internet of Things, but how can businesses really benefit from all the data obtained by connected devices?
8/3/2015 1:36:45 PM
Hydroelectricity is the most widely used form of renewable energy. The term refers to electricity generated by the use of the gravitational force of falling or flowing water. The cost of hydroelectricity is relatively low, making it a competitive source of renewable electricity.
8/3/2015 1:16:28 PM
The National Football League and sports in general have never been an industry to shy away from technology. Technology allows athletes to become more efficient and ultimately more entertaining, and aid in the assistance of coaching as well. For example, the NFL has recently switched from paper playbooks to tablets.
8/3/2015 12:42:19 PM
Most everyone, at one time or another, has run into an issue where having communications in the field is vital, but unavailable. Having to fall back to a location where communications are active in order to carry out those parts of the day can cost time, opportunity, and even money. But the Lynx portfolio from TeleCommunication Systems Inc. looks to make that problem a little less drastic thanks to an array of new portable routers, including a wearable version.
8/3/2015 12:36:41 PM
Frost & Sullivan reports that the Latin American contact center outsourcing (CCO) markets hit revenues of nearly $11 billion in 2014.
8/3/2015 12:34:00 PM
The idea of companies providing a degree of customer self-service is somewhat new, but it's an idea that customers are actually starting to enjoy. There's a lot of benefit in providing tools for customer self-service, and RightAnswers is bringing out new tools in online contextual help to make sure those customers more readily find the answers needed.
8/3/2015 12:26:48 PM
Indosoft recently announced the latest release of its Q-Suite automatic call distributor that enterprises can use in conjunction with the Asterisk call center.
8/3/2015 12:16:48 PM
Flipora is a personalized service that recommends Web content to users based on their interests and Web activity. Flipora's machine learning algorithm automatically categorizes the Web into thousands of interest categories and provides content to users designed to suit their identified interests.
8/3/2015 12:11:55 PM
The Internet of Things (IoT) means a lot more devices will be carrying around software that needs licensing management. Many firms will be tempted to use homegrown solutions, as on the surface it seems relatively easy to tie licensing to ERP and CRM systems in the cloud era.
8/3/2015 12:10:49 PM
A recent industry blog post makes the case that video conferencing can be just as effective, and indeed just as valuable, as face-to-face interaction.
8/3/2015 12:06:09 PM
You manage 10 people. Seven sit in cubes a few feet away. One person is two buildings down and two others work from home or in a remote office halfway around the world. How can you get everyone to collaborate with one another and feel part of the team? A decade ago, remote collaboration was email, conference calls and FedEx. But today, what was once considered the ends of the earth is now closer than you think-reached by the edge of the enterprise, edge of the cloud and now edge of collaboration all unifying to bring the ends of the earth right to your employee's front door-or hammock on the beach in Maldives.
8/3/2015 12:05:45 PM
While the Philippines are still the undisputed king of the hill when it comes to call center outsourcing, a new report indicates there are some other markets that are growing quickly.
8/3/2015 11:15:02 AM
Larry Lang, President & CEO of PLUMgrid explains why SDN has grown to mean two things that in many ways are opposites.
8/3/2015 11:13:54 AM
It used to be that calling a company's customer service division was a path to hair-pulling frustration, particularly on the weekends. Troubles in accent, in time zones and other points led to problems that didn't get solved and an unsatisfying customer experience in general. But a new move described in a recent report from the Montgomery Advertiser noted that there was a movement geared toward changing call center staff from overseas to local.
8/3/2015 11:00:14 AM
An over-the-top (OTT) application is any app or service that provides a product over the Internet and bypasses traditional distribution. Services that come over the top are most typically related to media and communication and are generally, if not always, lower in cost than the traditional method of delivery.
8/3/2015 10:46:22 AM
It's no secret that the Internet of Things (IoT) is changing Everything in business at an accelerated pace. Businesses are in disruption and transformation mode-all at the same time. This represents both a huge challenge and a huge opportunity.
8/3/2015 10:42:53 AM
Having a baby, I've been told, is one of the most amazing and life-changing experiences in a person's life. For the many women who struggle with infertility issues the possibility that this experience might not be one they will ever get to have-is to say the least, devastating.
8/3/2015 10:24:27 AM
With near-universal agreement that cloud computing is becoming more valuable and more important to the average business day, Avant appears ready to make some big waves in this department. To that end, the company has announced it hired Ron Hayman as its Chief Cloud Officer.
8/3/2015 10:15:14 AM
Medical Care Alert, a manufacturer of wearable medical alert products for senior citizens, recently announced the launch of its HOME & AWAY ELITE pendant.
8/3/2015 10:08:25 AM
A pair of recent industry reports from J.D. Power reveal that customers who purchase equipment installment plans (EIPs) from their wireless carriers show lower levels of satisfaction with carrier customer service when compared with individuals who do not use EIPs.
8/3/2015 10:03:08 AM
Pronexus has been developing its interactive voice response toolkit for 20 years. Now in the company's second decade, it is poised to release the newest version of its flagship product, VBVoice, to enterprise customers this autumn.
8/3/2015 9:58:07 AM
There is very little doubt that video conferencing solutions are becoming more popular all the time. Part of the reason the solutions are gaining popularity is that they are getting easier to use. That ease of use is one of the reasons the technology is also viewed as one that actually increases productivity in the workplace.
8/3/2015 9:18:22 AM
While the development of cloud and SaaS-based applications and services has done wonders to improve how knowledge workers collaborate and share information, it is also wreaking havoc on enterprise IT departments.
8/3/2015 9:08:28 AM
The important point here is that the information needs to be accessible. While of course it will be stored in a large, centralized data pool initially, it's no good to anyone if it stays there, or if it's delivered in a format incomprehensible to anyone but an IT expert.
8/3/2015 8:50:26 AM
According to a report from local news source Sioux City Journal, Lawrence & Schiller will soon occupy 4000 feet of office space in the former Gateway campus in town. The building is reportedly spotted with black-and-white cow marks - remember the Gateway theme? - and has several buildings available for operation. At this time Lawrence & Schiller will only occupy one of the buildings as it plans to hire an initial 50 to 100 jobs.
8/3/2015 7:00:00 AM
Google Glass! What exactly went wrong with this device? The answer of course depends on who you ask, because there are two camps with polar opposite views of this technology. The camp that liked it, really liked it and they showed their enthusiasm by wearing it everywhere, which didn't bode well with those that disliked it.
8/3/2015 6:00:00 AM
Most businesses don't think about auto dialers, or if they do then they wrongly assume it is just meant for large telemarketing organizations. The truth is that auto dialers can benefit businesses of many types and sizes.
8/3/2015 6:00:00 AM
Fax-over-IP, also known as FoIP, takes tried-and-true fax technology and adapts it to the modern age by moving transmission over the Internet.
8/3/2015 6:00:00 AM
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