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To some they may seem like bells and whistles, but to a customer seeking resolution or a contact center agent working to find said resolution anything to forward the cause becomes necessary in the world of customer experience and the contact center.
5/29/2015 5:45:32 PM
Charter Communications wants to buy both Time Warner Cable and Bright House Networks in a $67 billion deal. It will create an entity second in size to Comcast among the cable operators. Will Charter have better luck than Comcast? I'm willing to give the deal 50-50 odds at this point, because there's no real reason not to stop the deal - but no real reason to be behind it, either.
5/29/2015 5:09:32 PM
VoIP continues to grow its portfolio of next generation SIP endpoints with addition of Grandstream GXP1628 IP Phone.
5/29/2015 5:02:53 PM
Cloud technology continues to remove the financial barriers that limited many organizations from acquiring enterprise grade IT solutions. Everything from communications to software can now be obtained in a hosted platform without the prohibitive capital and operational expenditures of on premises deployments. In addition to giving end-users more access to better technology, service providers have also gained a larger customer base. Continuing with that trend, Toshiba announced a new leasing program for its VIPedge cloud-based business unified communications telephone solution.
5/29/2015 4:44:43 PM
It is noteworthy the number of things that need and can be tested. In fact, an example of the capabities of the enhancements to the UXM includes: nnabling LTE/W-CDMA inter-RAT cell reselection, connected data handovers, and release with redirect in a single UXM test set, including support for CSFB and SRVCC. In addition, the company says that validation engineers can also connect two UXMs in an array to test mobility between up to four LTE cells, and handover between LTE-A multi-carrier and W-CDMA/HSPA+ connections.
5/29/2015 4:19:58 PM
IBM is a company known for coming up with technological firsts and disruptive ideas that help reshape and advance entire industries. One of its relatively newer areas of focus is enterprise social solutions, and especially social communication and messaging.
5/29/2015 4:16:53 PM
Across the world of business, telecommunications technologies and Web services have opened up countless channels of communications for knowledge sharing. There's more traditional platforms like customer relationship management (CRM) and newer channels such as enterprise social media. The goal, many companies believe, is for employees, customers and even partner companies to work collaboratively, adding authenticity to discussions, allowing customers to help each other, workers to share their experiences of problems or issues they've solved, and partner companies to operate in sync.
5/29/2015 4:08:05 PM
ISI is one of those third parties, and it met with its partners, clients, and potential customers at the Microsoft Ignite conference earlier this month to express just what it can do for the field of communications.
5/29/2015 3:46:09 PM
Over the course of the past few years, cloud-based applications are slowly becoming the normal way to operate. Whether people know it or not, a lot of the applications and services we already use in our everyday lives are hosted and running from large scale public datacenters.
5/29/2015 3:40:27 PM
I'm talking about the difference between Customer Relationship Management (CRM) and call center software. This distinction is important for any business-so let's dig in.
5/29/2015 3:38:39 PM
Many telecoms out there have seen better days. Not so long ago, income was predictable, reliable, and came mainly from landline use. Today, however, is much different, and telecom firms are frantically looking for ways to stem losses and make new revenue. One great place to look comes from value-added services for subscribers.
5/29/2015 3:31:54 PM
The latest news to come from Enterprise Holdings, a worldwide provider of rental car services, shows that its customers appear to prefer speaking to live representatives rather than using email, Web chat, or social media.
5/29/2015 3:14:50 PM
A new WebRTC solution lets operators offer enterprise customers voice and video calls from any national and international location without having to install client software.
5/29/2015 3:04:46 PM
The Telephone Consumer Protection Act or TCPA is a boon to consumers and a bane to all those who do business over the phone or by fax. While the protections were put in place to keep people from being harassed, even now not everyone is clear about what is or isn't allowed.
5/29/2015 2:46:24 PM
The main reason these cord cutters opt for Internet TV, using both legal and pirated means, is that they say the price of cable packages is too high. Dish Network has even gotten in on the cord-cutting trend with Sling, offering popular channels like ESPN and HBO for a monthly fee that's much cheaper than basic cable packages.
5/29/2015 2:35:00 PM
New research shows the global VoIP services market was valued at $70.9 billion just two years ago, and is now forecast to reach $136.76 billion by 2020.
5/29/2015 2:33:00 PM
Fountain expands ask expert capabilities with addition of WebRTC-based video chat.
5/29/2015 2:31:25 PM
The worldwide cybersecurity market is defined by market sizing estimates that range from $71 billion in 2014 to $155+ billion by 2019.
5/29/2015 2:29:44 PM
Despite your best efforts at making your customer contact center the best it can be, if your customer agents aren't as up to speed as your technology is, you may be on the path to failure.
5/29/2015 2:14:51 PM
In a sign that things are good and probably only going to get better, technology and telecom firms are putting on some muscle, according to The Wall Street Journal. In a story out May 29, it was reported that tech and telecom buyouts hits $406 billion so far in 2015, matching a pace last set in 2000.
5/29/2015 2:03:44 PM
One of the highest honors companies can receive from Microsoft is the recognition as an elite launch partner. MeetingZone, a communications service provider, recently announced that it has received this recognition and is now an elite launch partner for Microsoft Skype for Business.
5/29/2015 1:58:07 PM
Big data software provider PROS has announced that the French insurance company EOVI MCD Mutuelle has picked PROS Cameleon CPQ (Configure-Price-Quote).
5/29/2015 1:57:17 PM
How many times have you called a service provider such a your phone company or your cable provider and the first words you hear are, In order to ensure quality care service, your call may be recorded? They do not always say that you are being recorded, but there is a 99 percent probability that you are definitely being recorded.
5/29/2015 1:55:05 PM
GL Communications introduces bulk call generators for comprehensive stress-testing.
5/29/2015 1:41:19 PM
Today, processes are as important as products and services, and customers are looking for solutions that make it easy for them to buy and consume.
5/29/2015 1:38:27 PM
Put it in the books, as of May 28 Avaya has officially completed its acquisition of Esna Technologies. The newly acquired entity will help Avaya improve enterprise and SMB adoption of real-time communication and collaboration solutions.
5/29/2015 1:29:12 PM
Neposmart offers a next gen IoT security camera and IoT Evolution World tested it out.
5/29/2015 1:17:38 PM
For Enterprise, most of customer service is being handled via phone calls, and the numbers speak volumes. Enterprise Holdings' contact centers-which cover a combined six million locations' worth of National Car Rental, Alamo Rent A Car and Enterprise Rent-a-Car airport customers-saw over 90 percent of customers using a phone to handle issues of customer service first. Just 10 percent used some other method, including email, social media and online chat.
5/29/2015 12:50:42 PM
When a new initiative is about to be launched, it often represents the culmination of months, even years, of planning and investment. The last thing anyone wants to consider is how this shiny new initiative could turn into a career-destroying boondoggle. Cloud-based systems, meanwhile, can help reduce that danger potential and give customer experience programs a real boost.
5/29/2015 12:49:18 PM
In phase 1 of POCaaS, InterCloud has built a testing infrastructure that supports Openstack and Juniper Networks Open Contrail SDN. Plus, along with the physical and virtual infrastructure it is providing consultation services to help speed up the deployment of these POC's.
5/29/2015 12:46:53 PM
A recent report paints a grim picture for mobile providers in India. About half of their revenue is at risk because of over-the-top apps like Skype.
5/29/2015 12:46:04 PM
As we've seen the shift in the contact center environment, medicine is also embracing much of what technology is offering. It is just in recent years that a remote monitoring system could be put in place to provide a medical team with all the information necessary to ensure a patient's health.
5/29/2015 12:45:44 PM
Headquartered in Des Moines, IA and serving as Iowa's largest energy company, MidAmerican Energy provides natural gas and electric to customers in Iowa, Illinois, South Dakota and Nebraska. As one of the area's leaders in energy provision, exceptional customer service is a commitment it makes to offer customers the service they deserve. And, much like the film Field of Dreams; if you build it, 'they' will come.
5/29/2015 12:02:29 PM
The French telecom market has been a hotbed of activity and controversy this year, undergoing pricing wars and political and religious scrutiny. In a display of unity amidst the turmoil-with the goal of better delivering valuable Rich Communications Services (RCS)-mobile operators Orange France and SFR have joined their networks.
5/29/2015 12:02:10 PM
Metro data centers are growing and they're growing fast. Their increased size and scope are driven by applications that require continuous access to content for which latency is an important factor in the end-user experience.
5/29/2015 11:20:43 AM
A new enterprise customer will implement inContact's proven, multi-tenant cloud solution with Automatic Call Distributor and Interactive Voice Response options.
5/29/2015 11:20:00 AM
Metro data centers are growing and they're growing fast. Their increased size and scope are driven by applications that require continuous access to content for which latency is an important factor in the end-user experience.
5/29/2015 11:14:54 AM
We all know that the PSTN is being decommissioned in many parts of the world, and that for almost all network service providers the sooner the better. Not only do they want to get rid of the costs associated with maintaining their legacy infrastructure, but facing competitive threats from other physical network operators as well as OTTs, the necessity of having a modern operational efficient and easily managed all-IP agile network is their path to generating new revenue streams and remaining critical hubs in evolving ecosystems.
5/29/2015 11:14:13 AM
The other enhancements are also noteworthy. The change planning capabilities give data center operators the ability to take advantage of the capacity search feature from any point in time which means having better information for capacity planning purposes. In addition, the eight new reports cover such things as connections, status and power consumption.
5/29/2015 11:12:43 AM
Speed and agility are the watchwords of data center transformations globally. As the just released update to the authoritative Cisco Visual Networking Index (VNI) highlights, IP traffic will increase three-fold between 2014 and 2019, hitting two zettabytes total, or roughly, two trillion gigabytes by 2019. And, much if not most, of that is attributable to data center-centric services and applications. This expected explosion of IP traffic is why so much attention and sense of urgency is being paid to network transformation technologies like SDN and NFV.
5/29/2015 11:11:18 AM
Spending on optical transport solutions was approximately $2.8 billion in the first quarter of this year, according to Dell'Oro Group, which indicated was up an unspecified amount.
5/29/2015 10:50:47 AM
Few things are more frustrating than having to delay bringing a product to market due to a gap in your test planning. After all, the testing process is the time to make adjustments-not to realize that you lack the sufficient tools for gaining a thorough understanding of how your product will perform on a live network.
5/29/2015 10:42:37 AM
Increasingly, IT administrators are under pressure from the lines of business that they serve to lower TCO by leveraging the public cloud.
5/29/2015 10:23:57 AM
A global leader of cloud business software announced that it has selected inContact's cloud contact center platform for its own call center needs.
5/29/2015 10:15:00 AM
A new enterprise customer says it will implement inContact's proven, multi-tenant cloud solution with Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) options in its contact center.
5/29/2015 9:30:00 AM
One Pennsylvania community is trying to come up with a plan that will turn around a call center project some thought was completely dead.
5/29/2015 9:28:24 AM
Many companies today are actively attempting to improve the quality of the customer experience they offer. Unfortunately, these companies are usually trying to raise the bar on customer support while at the same time cutting costs: working with outdated or home-grown technologies, suffering from high employee turnover, or expecting managers to spend most of their day on tasks other than management. When contact center managers don't have time to train, supervisor and mentor agents, the customer will always receive a second- or third-rate customer experience. If the customer has had to fight her way through a frustrating IVR experience, the company is automatically starting the relationship on the wrong foot.
5/29/2015 9:28:08 AM
In the call center world, as well as the business world in general, customer service and customer experience are all important
5/29/2015 9:18:22 AM
The importance of employee engagement and managing a workforce efficiently cannot be stressed enough; it is important that people feel they are heard and valued for what they do.
5/29/2015 8:32:39 AM
Liz Osborn, vice president, product and solution marketing at Five9, agreed with that assessment. Agents have a critical role in the success of any call center. They must be provided with the best tools and solutions possible so that they can perform at their best, she noted.
5/29/2015 8:21:17 AM
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