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TMCnet.com 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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The IoT industry is blowing up in all directions and the growth potential is huge. In fact, depending on which analyst you ask, it might be damn near unlimited. Well, with all those devices, from the edge to the network, getting connected, pulling data and analyzing the living daylights out of it, the costs can grow almost as fast as the number of devices.
9/2/2015 5:01:01 PM
Frequent visitors to the WebRTC Solutions Community know that one of the things we like to do is look at new/disruptive capabilities that WebRTC is enabling in various vertical markets. In this regard a new entrant as a vertical to be transformed is in legal services. This time, innovation comes courtesy of an Entrepreneurial Class project at Colorado University at Boulder which led to creation of Congo (Congo.io).
9/2/2015 4:44:44 PM
While it's true that American consumers are attracted to new and shiny things, where they ultimately decide to put their money doesn't really hinge on marketing, advertising or product development. It's superior customer support that makes loyal, repeat customers.
9/2/2015 4:34:00 PM
Switch, the company that brought the world UberConference, today announced Sprint as its first carrier customer. The telco will add Switch's cloud-based business phone/unified communications offering to its mobile workplace solution.
9/2/2015 4:22:58 PM
IP Phone Warehouse (IPPW) announced recently that it would begin offering the Yealink SIP-T40P VoIP phone. The new phone model features clear, high quality audio at an affordable price.
9/2/2015 4:14:23 PM
Contact centers need to be aware of the altered definition of the autodialer, new rules governing the reassignment of telephone numbers, consumer consent and revocation, and more.
9/2/2015 4:04:00 PM
Between Fitbit, Jawbone, FuelBand, Basis and countless more fitness bands, one might correctly assume that the market is a bit oversaturated at present. But where the majority of developers would bow out and take their ingenuity elsewhere, Razer has decided it wants center stage. It's adding the one thing all other fitness bands seem to have purposefully excluded: an OLED display.
9/2/2015 3:59:33 PM
Yesterday, ThingWorx ran a webinar with us where they featured Yankee Candle's IOT Solution. Candidly, it was amazing and if you have not listened, I strongly suggest you go listen to it now.
9/2/2015 3:52:15 PM
Verint and Vidyo have announced a partnership to develop a new call center solution that allows call centers to help customers via mobile video.
9/2/2015 3:49:42 PM
EMC Corporation contains a set of corporate partners that wish to advance the state of business IT. They have created what is called the EMC Federation of which all associated partners can provide their customers with a range of computing options without locking them to any single platform.
9/2/2015 3:44:54 PM
Essentially, gamification means building video-game elements into enterprise software: the ability to ascend levels and earn points or badges, more stimulating graphics and even the ability to compete with one another over performance. With recent news from Microsoft Dynamics CRM - the choice of many companies for customer relationship management - Microsoft's partner companies will have a unique advantage.
9/2/2015 3:43:27 PM
TMC has given Radisys a 2015 Communications Solutions Product of the Year Award for its Virtualized Media Resource Function (vMRF).
9/2/2015 3:32:34 PM
One of the biggest new developments of marketing in the last several years is content marketing, the practice by which companies use content-articles, blog posts, even shorter blurbs-as a means to promote products and services. Now, NewsCred has recently landed a $42 million growth equity round to help it pursue new expansion plans in content marketing.
9/2/2015 3:28:24 PM
For years, the original TV series of Star Trek began with the opening monologue outlining the crew's mission of exploring space, the final frontier, and to boldly go where no man has gone before. Captain Kirk and his cohorts of Scotty, Spock and others were tasked with exploring new worlds and telling the tale of these exotic never before experienced locales. The business communications industry has a similar experience at the industry event that explores the next frontier of communications, ITEXPO-Taking place at the Anaheim Convention Center Hall October 5-8.
9/2/2015 3:18:58 PM
The smart home market is critical to the consumer success of the IoT, and the methods for connecting devices in the smart home are still battling it out. GreenPeak Technologies, a low power RF semiconductor company, recently announced that it has shipped more than 100 million IEEE 802.15.4/ZigBee chips into the market as of now, and that could be a sign that the scales are shifting in ZigBee's direction.
9/2/2015 3:13:37 PM
The IoT is a powerful force, but the devices don't usually lend themselves to native user interfaces. As a result, most have to be tied to mobile apps that allow users to issue commands and monitor activity. On September 1, Telit announced a new release of its IoT Portal, which is designed to manage communications between connectivity management functions and the company's proprietary deviceWISE IoT Application Enablement Platform. With this new service, companies can deploy, configure and manage IoT deployments from a single cloud-based portal.
9/2/2015 3:09:16 PM
The WebRTC Solutions Community is hopefully a place you have bookmarked as a vital resource of WebRTC news and insights. It also is a place where the word community is one we like to emphasize. With this as context, a recent blog by Edward Schmit, Executive Director at AT&T Mobility relating to his experience at TMC's recent WebRTC Conference & Expo is a nice community service that deserves recognition.
9/2/2015 3:05:19 PM
While NFV is certainly a powerful option, focusing on it alone may prevent firms from taking advantage of the other kinds of virtualization on hand, like software defined networking (SDN).
9/2/2015 3:04:17 PM
Gemalto, global digital security provider, has announced the launch of its new LTE Category 1 (Cat 1) wireless module, which it said was designed to revolutionize 4G LTE connectivity.
9/2/2015 2:51:42 PM
Customer service has never been an easy job. Anyone who believes it is likely hasn't worked in the field any length of time or even recently. A recent study from ContactBabel actually showed how much of a toll this field is taking on contact center employees, and how that toll also hits companies. But as it turns out, there's a fairly simple way to prevent a lot of this toll from being taken, and it all comes back to how success is measured.
9/2/2015 2:45:04 PM
Knowledge, as they say, is power. And a growing number of businesses and marketing departments now understand the value of leveraging data to more effectively engage customers. But, as you're probably already aware, this kind of thing is not as easy as it sounds. An infographic recently released by a marketing platform and media optimization company called Yieldr tells the story.
9/2/2015 2:32:57 PM
Even the casual observer needs to pause and give Huawei its due kudos for sheer nerve as it recently-if accidentally-dropped word of its upcoming Huawei Watch. An Android Wear device, it's not so much the oddly on-the-nose name or its operations that's unusual, so much as it is its multiple versions and impressively high price tag.
9/2/2015 1:44:14 PM
The Sales Lead Management Association has announced that Genie Parker, COO for VanillaSoft, has joined the SLMA's Board of Advisors.
9/2/2015 1:02:44 PM
The TCPA was enacted in 1991 but has received a lot of attention lately because of recent Federal Communications Commission actions that heighten its powers.
9/2/2015 12:43:46 PM
The IoT is growing at an incredible rate, and although the predictions currently coming out are probably a bit optimistic, the growth of the industry is undeniable. Tech leader Ericsson this week announced a series of innovations designed to help folks move ahead with adoption of IoT solutions.
9/2/2015 12:23:42 PM
Google's Chrome browser supports WebRTC, and hence is a force to be reckoned with when it comes to accelerating capabilities and fixing problems as WebRTC matures. So it is never a bad idea to check in and see what the good folks at Google are doing. In fact, in recognition that it is the end of the summer vacation for those of us in the northern climes, as a bit of a WebRTC Solutions Community public service announcement, below is a summary of Google's latest WebRTC PSA as related by Google's Christoffer Jansson.
9/2/2015 12:16:18 PM
Ultra-fast broadband is expected to reach Central Indiana via an initiative by New Lisbon Telephone Co., which will be leveraging ADTRAN's Total Access 5000 Gigabit technology to enable the services.
9/2/2015 12:04:23 PM
Big data has revolutionized the way we think about data center design and orchestration. However, it's important not to get carried away with the hype, and to understand that big data cannot be looked at in isolation when considering future data center planning.
9/2/2015 11:47:40 AM
Zuus Workforce has announced that Gym and Fitness, a major fitness equipment provider in Australia, has chosen its cloud workforce management software to tie its divisions spread out across the country.
9/2/2015 11:32:14 AM
The 2016 Olympics will be held in Rio de Janeiro, Brazil, and the city as well as the country are in an all-out race to meet the construction deadlines before tens of thousands of visitors descend to witness one of the biggest sporting events in the world.
9/2/2015 10:53:38 AM
Users can turn to instant messaging, voice chat, or even video chat to connect with therapists at several different levels and it's all made available thanks to GENBAND's Kandy platform for Web-based real time communications (WebRTC).
9/2/2015 10:45:15 AM
Intelligent Energy, a British technology firm, claims a breakthrough in mobile charging solutions - specifically for the iPhone - having developed a built-in hydrogen fuel cell that can power an iPhone for a week without recharging.
9/2/2015 10:31:04 AM
It's common sense to do your homework to see what solution and respective products will fit your needs, as not all VoIP solutions are created equal.
9/2/2015 10:14:31 AM
Building a customer support system that serves customers via every channel they choose to use - telephone, email, Web self-service, interactive voice response (IVR), mobile app, mobile Web, social media - is becoming a daunting experience for any company operating with a support platform that doesn't natively embrace these channels. While companies once managed to jury-rig a semblance of an acceptable solution when it was just telephone, email and a limited Web site, it's simply no longer possible for a company that hopes and plans to grow in the future, particularly in the face of new communications channels.
9/2/2015 10:10:21 AM
While power outages are about a dime a dozen regardless of climate or geographical location, Internet outages are probably less talked about, but they can be just as devastating.
9/2/2015 9:49:37 AM
The VoIP (Voice over Internet Protocol) phone system gives businesses access to enterprise class features at affordable rates. Being able to access these features presents a professional image of your company, whether your business is being run from your home office or elsewhere. This requires finding the right service provider, and with so many options in the market place, weeding through all the vendors can be a job in itself.
9/2/2015 9:47:04 AM
The age of the Internet has certainly made telecoms struggle to keep up with cable companies in terms of service offerings and retaining customers, more so in rural areas where broadband is harder to come by.
9/2/2015 9:41:06 AM
Unlike other industry sectors, when call center operators open new facilities, the amount of employees they hire usually number in the hundreds. For small regions around the country that are struggling to bring new industries into their communities, this is certainly welcome. And for the people of Reno, Nevada, the announcement of Teleperformance USA's new contact center and the 500 positions it is bringing along couldn't have come any sooner.
9/2/2015 9:27:58 AM
ShoreTel, a leading provider of simple phone systems and unified communications solutions, has announced the rollout of ShoreTel Connect, a single platform and user interface that provides business communications from various platforms.
9/2/2015 9:19:25 AM
ValueMomentum upgrade of DealFoundry Agent Portal speeds up agent quoting process and agent collaboration.
9/2/2015 9:03:31 AM
In the quest to develop the best call center experience, it's easy to overlook the role of call center scheduling. Yes, you know it needs to be done, but do you incorporate the way you schedule into overall strategy? You may not think it matters much as scheduling is a tactical activity. But in reality, agents have everything to do with your success and scheduling has everything to do with agents.
9/2/2015 8:21:13 AM
Blockchain is a public and open distributed ledger accessible to all trading parties. Bitcoin uses blockchain to track the movement of individual pieces of (virtual) currency between buyers and sellers, but Wall Street is ramping up blockchain applications to enable the trading of stocks in private companies. NASDAQ intends to use blockchain to accelerate the process of issuing and trading shares, replacing an existing paper-based system that takes weeks to resolve trades.
9/2/2015 8:17:47 AM
Success or failure in business today hinges on the customer experience far more than at any time in history. Customer loyalty is low, and companies need to repeatedly please their customers in order to retain them, according to a recent blog post by Chuck Ciarlo, CEO of workforce optimization (WFO) solutions provider Monet Software.
9/2/2015 8:09:21 AM
Metrics - they are at the top of the list for call center management, playing a critical part in every decision made and action taken. It's the argument for or against a chance to implement a new platform, invest in new software and expand out the call center team. Are you studying the right metrics to help take you where management wants you to go?
9/2/2015 8:01:40 AM
The District Court for the Northern District of California just dismissed a Telephone Consumer Protection Act violation claim based on promotional text messages, and it took into account the new rule clarification.
9/2/2015 7:33:00 AM
For many busy contact centers with older technology, the reluctance to switch to a new system and take advantage of newer technology such as speech analytics, omnichannel capabilities and social media support, is less about cost and more about the inconvenience to the business. While large consumer companies generally have the resources to support a switch, business-to-business companies may have a harder time: each customer call might represent a significant portion of their bottom line. Throw in some workers reluctant to use the new system (But we've always done it this way!) and a new customer support solution implementation has the potential to cause huge headaches…even headaches that the company hasn't thought of in advance.
9/2/2015 7:00:00 AM
Telepresence-a combination of high-definition audio, video and sometimes other interactive elements-represents an especially large ROI, depending on one's specific business needs.
9/2/2015 6:00:00 AM
There are a number of things that need to be kept in mind when the company phone system is being set up, with several options concerning Caller ID.
9/2/2015 6:00:00 AM
'Content is King', but sometimes ads can work without saying a word. That was my thought two weeks ago with the discussion of T-Mobile's ads in comparison to Sprint's.
9/2/2015 6:00:00 AM
Just forget about it. Right now. It's a myth, or so a new study from Mattersight Corporation details in no uncertain terms. No, the millennial consumer is quite engaged, and has some very specific interests in mind, interests that may prove a surprise to unaware companies. Those companies that want to see success in the face of a rapidly-approaching millennial generation will do well to start considering these interests in advance.
9/2/2015 6:00:00 AM
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