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

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There is no shortage of forecasts for increased mobile usage by U.S. consumers during the next several years. From Mary Meeker's latest Internet Trends report, to studies released by Business Insider and Infonetics, industry pundits claim that network providers need to start preparing now for dramatic spikes in network traffic. Take a look at the recent Cisco VNI, for instance, which indicates that global IP traffic will reach 131.9 exabytes per month by 2018 -which is the equivalent of transporting 45 million DVDs on the network every hour.
11/26/2014 2:52:51 PM
It's time to enhance the traditional, 4-tier help desk model and apply it to the types of customers who technical support cares for. To begin, there needs to be an understanding and appreciation of what problems traditional contact center support models face today.
11/26/2014 2:34:54 PM
Proximus, a global telecommunications company, has announced its selection of Italtel, a leader of generation networks, value-added services and global IP-IP communication, to decommission its legacy fixed switched network in favor of a next generation network.
11/26/2014 2:28:05 PM
A new company by the name of Xarix Cloud Computing recently entered the competitive cloud computing market, promising state-of-the-art solutions to small and medium businesses for relatively low prices.
11/26/2014 2:20:39 PM
With the growth of mobile devices, it's not surprising to see that growth reflected in other segments of the market as well.
11/26/2014 2:20:15 PM
There is a lot of hype surrounding the Internet of Things. The market pops up nearly every day in the news in one form or another. One subsection of the IoT that seems to have received less than its necessary share of attention, however, is that of the application enablement platform (AEP).
11/26/2014 2:15:50 PM
When it comes to customer service, there are almost as many philosophies on how to correctly deliver it as there are tools to help make that delivery happen. According to new word from Syntec, the future of customer service will be found in a fashion that may look somewhat familiar, but will also have plenty of new twists on hand. Specifically, it's the idea of the customer hangout, and it's going to be another fundamental shakeup of the way we consider customer service.
11/26/2014 2:07:23 PM
With Black Friday and Cyber Monday fast approaching, consumers are going to be inundated with email blasts throughout the next month. Some of these holiday emails will be considered relevant and provide valuable information, while many will be considered spam and too salesy.
11/26/2014 2:04:39 PM
We had a great discussion at the Fog Computing conference about the use of millimeter technology, and agreed that 60 MHz in particular is catching people's attention.
11/26/2014 2:03:57 PM
It's one of those key points that business gurus and the like tend to harp on because it's so fundamental that to not have a clear grasp of it negates virtually anything else that a business can do: to get the best in sales, have the best in customer service. The National Retail Federation spells out the stakes: an expected $616.9 billion in holiday sales for November and December, and getting a slice of that can be as simple as having the best customer service.
11/26/2014 1:50:53 PM
GENBAND and Nokia Networks have announced a partnership to combine GENBAND's QUANTiX evolved packet data gateway (ePDG) with Nokia's voice evolution solutions, including Voice over Wi-Fi. The GENBAND ePDG will be integrated into Nokia's Liquid Core portfolio to support multimedia voice, data and video session along with anywhere/any device services.
11/26/2014 1:44:44 PM
There is a lot of professional advice out there on how to do customer service right, and a lot of advice points to how customer service is done wrong.
11/26/2014 12:44:04 PM
With the revelation that the United States is getting quite a few of its call centers back, cities and towns all over the country are reaping the benefits.
11/26/2014 12:35:19 PM
Unified communications (UC) technology allows organizations to combine all of their communications solutions into a single platform, letting employees, customers, vendors and partners communicate effortlessly. This gives businesses the ability to develop a comprehensive and effective collaborative experience to create, innovate and respond faster to market changes as they take place. The technology makes it possible to bring together teams across different workgroups to facilitate interactions by accessing and sharing information using voice, text and video on desktops and mobile devices on demand, anytime and anywhere.
11/26/2014 12:04:34 PM
Xoom, one of the leading digital money transfer companies in the world has just announced the launch of a new service called Xoom Bill Pay. This particular service is one that will let people send money or pay bills for their loved ones, no matter where those bills across several borders. At the moment, the service is being used in Latin American countries such as Mexico, Guatemala, El Salvador, Nicaragua, and the Dominican Republic.
11/26/2014 11:56:44 AM
The rise of the mobile workforce in recent years has given rise to not only a laundry list of new technologies, but it's also given rise to a plenty of new ways to do things. But not all new methodologies-not to mention all new technologies-are equally effective right out of the box. There are considerations which must be taken into account in order to make a successful experience, and recently, Android Headlines took a look at how to make conferencing from a mobile device that much more effective.
11/26/2014 11:52:07 AM
Turning to social media for customer service is a concept that's still at least somewhat in its infancy, which isn't a surprise given that social media itself is still somewhat new technology. But there are sufficient numbers of people turning to this technology now that ignoring it is something done at the business' peril, and with the holiday shopping season at hand, it's a great time to consider how to give your customers the best gift of all: the best in social media customer service.
11/26/2014 11:49:45 AM
Addictive Mobility, a Canadian mobile advertisement company, recently announced that it has joined the newly-formed Mobile Authorized Tagging Partners program launched earlier this month by Internet analytics company comScore. As part of the program, Addictive Mobility says it hopes to extend the reach of its advertisement platform by targeting mobile apps more intelligently via improved mobile analytics.
11/26/2014 11:46:12 AM
VoIP systems developer ZYCOO has announced interoperability between its P Series Hardware appliances and the open source FreePBX platform. The news is significant as FreePBX is the most popular open source PBX platform in the world, with significant deployments in North America.
11/26/2014 11:24:48 AM
The Philippines has stepped forward as one of the biggest new landing spots for call centers, no matter what the business.
11/26/2014 11:24:08 AM
The U.S. Commerce Department's Bureau of Industry and Security (BIS) updated its website recently to include new FAQs on Ukraine-related export control issues. These updates made clear some of the uncertainty surrounding Export Administration Regulations, 15 C.F.R. Parts 730-774 (EAR).
11/26/2014 11:19:34 AM
Telus, a wireless and Internet service provider that operates in Canada, recently announced its new partnership with Cisco that will allow it to leverage the Cisco Hosted Collaboration Solution.
11/26/2014 11:17:00 AM
The decision to become an agent or installing reseller - and uncap a world of revenue possibilities - is the easy part. The hard part is finding the company whose products you can sell successfully. After all, not every company offers an extensive enough telecom partner program that equips you with the necessary training, collateral and expertise to go to market successfully. And without the proper training and knowledge base, generating revenue is a tall order.
11/26/2014 10:50:37 AM
It's clear that what's needed today is a way that allows a customer to reach out for live help while he or she is still in the middle of the Web browsing experience…a way that an agent can enter the process with all the context of the customer's journey. Many customer-facing organizations have conquered this need by implementing technologies such as screen-sharing and co-browsing, which allows a customer and an agent to browse a website together.
11/26/2014 10:28:47 AM
IP phone company Yealink has been putting major emphasis on strategic partnerships recently. The company aims to develop and deliver a variety of business communication solutions with an emphasis on keeping costs down and ensuring offerings are user friendly. Yealink recent partnered with DVCOM Technology, a distributor in the Middle East and Africa, on a reseller conference which was the culmination of a longstanding business relationship between the two companies.
11/26/2014 10:15:12 AM
The Internet is full of information about IP-PBX, or VoIP, phone systems. But, although some of this material can be quite useful, much of it is inaccurate or incomplete. As a business considering making the switch to an IP-PBX system, you need to get your hands on salient, and accurate, information before you decide to overhaul your communications infrastructure.
11/26/2014 9:23:30 AM
IP communications and cloud-connected services provider Vonage was granted four new patents by the United States patent office this month.
11/26/2014 9:22:37 AM
For customers today, a company's Web site is the single most important destination before a purchase is made. Even if the purchase is ultimately made in a brick-and-mortar store, more often than not, the buying journey begins on a Web site, either on a personal computer or a phone's mobile browser.
11/26/2014 9:13:00 AM
Four key areas to bear in mind while PBX hunting include budget, IT, environment, and compliance. Each offers insight, and nudges the prospective partner to one side of the aisle or the other.
11/26/2014 9:03:34 AM
Telecom expense management has never been easy for the enterprise-or easy for anyone, for that matter. But it can be especially challenging for large organizations with many lines, different plans, and varying service needs depending on the employee. It is challenging to get a good grip on actual calling needs and where abuse or overages are taking place.
11/26/2014 8:01:00 AM
For small businesses with all team members located under the same roof, the logistics of training are not what they would be for a global corporation whose workforce is scattered geographically. This is where Web conferencing comes in.
11/26/2014 7:59:49 AM
For small businesses with all team members located under the same roof, the logistics of training are not what they would be for a global corporation whose workforce is scattered geographically. This is where Web conferencing comes in.
11/26/2014 7:58:30 AM
As winter weather begins to breathe down our collective necks, it is a good time to think about disaster planning.
11/26/2014 7:49:47 AM
There is a particular type of pit in one's stomach when they realize they've just lost data. This pit in the stomach grows all the worse when the data loss is business-related and affects customers. Whole businesses can be wrecked by such data losses, and often such calamities are only a few ill-advised clicks away.
11/26/2014 7:21:00 AM
Results of the quiet room experiments were very encouraging. Companies using them reported fewer escalated calls to supervisors due to stressed out agents, lower employee absences due to stress-related health issues and emotional burn-out and fewer complaints of rude agents. It's a small price to pay for such vast improvements to the quality of customer support and the boost to employee engagement.
11/26/2014 6:35:00 AM
Businesses that use predictive dialers need to be mindful of applicable laws. This is especially true when it comes to the TCPA, which limits how and under what circumstances businesses can use auto dialers.
11/26/2014 6:00:00 AM
While it may often be treated as an afterthought, employee engagement has quite a lot to do with whether a business succeeds or fails.
11/26/2014 6:00:00 AM
We had a great discussion at the Fog Computing conference about the use of millimeter technology, and agreed that 60 MHz in particular is catching people's attention.
11/26/2014 6:00:00 AM
Since the birth of the Internet, the promise of unifying sales channels has been a tantalizing goal for retailers. The opportunity to get inside the consumer's head by tracking purchasing behavior across retail channels is the Holy Grail for a truly personalized shopping experience. Recently there's been progress in this omni-channel quest, but many retailers still struggle with the cost and complexity associated with unifying retail data and the shopping experience across consumer touch points.
11/26/2014 6:00:00 AM
The new IP era has ushered in many benefits for businesses and private citizens alike, but it appears threats are lurking around what seems to be every corner.
11/26/2014 6:00:00 AM
The announcement of Apple Pay was quite a newsmaker, if for no other reason than the brand giant decided to work with established payment players rather than create everything on its own from the ground up. They embraced the standards and created an unexpected hybrid approach to build an ecosystem that leaves the issuers and schemes to do what they do best. This includes the use of EMV (Europay, MasterCard and Visa).
11/26/2014 6:00:00 AM
Enterprise Mobility continued to make the headlines in 2014, with more innovative mobile devices and security threats and vulnerabilities than ever before. The fallout from many of these events offer valuable lessons learned, and how BYOD organizations adapt their priorities accordingly will have a huge impact on the industry going forward. Here are five of the most significant developments you can expect to see play out in 2015.
11/25/2014 4:04:05 PM
Anyone who has used an online search engine, Web mail, a social network or registered for an e-commerce account is familiar with targeted communications: ads and other marketing messages are presented that are tied to the keywords one types in, or past purchases or behaviors. In a customer service scenario, real-time communications and technologies like call recording offer offers the ability to take this kind of contextual contact to the next level.
11/25/2014 4:03:53 PM
Customer service software helps businesses ensure their interactions with customers go smoothly, and both parties walk away feeling the exchange was successful and satisfying. But many of these solutions are tailored for the business-to-consumer (B2C) market, and obtaining them on a business-to-business (B2B) level can be a challenge. Not so anymore, however, thanks to the efforts of IBM.
11/25/2014 3:55:10 PM
Over in Canada, a Taiwan-born developer has brought out a little something exciting for those who were looking for a bit more bite in messaging apps. With Beam Messenger, recently released in beta mode for Android devices, messaging gets a little bit of a step up by showing both sides of the conversation in real-time, instead of the produce of the conversation.
11/25/2014 2:51:53 PM
VoIP has radically changed the way businesses communicate today. VoIP connections allow businesses to conduct voice calls over all over the world while avoiding the costly long-distance and international fees associated with traditional landlines. But VoIP doesn't simply replace wirelines as a way to make phone calls-VoIP allows for mobile communication from a wide range of wireless devices, and comes with a host of additional features such as voice and video conference calls.
11/25/2014 2:40:56 PM
It seems to be the buzz-phrase of the moment, but Customer Analytics is gaining traction because it's something that actually works. That's the gist of the idea behind a new, free online reference piece, The Inner Circle Guide to Customer Contact Analytics. Published by ContactBabel and call center leader inContact, the guide offers valuable recommendations for using speech, desktop and text analytics to improve agent performance and to help elevate the customer experience.
11/25/2014 2:37:14 PM
TMC, Systemwide Media and PKE Consulting today announced the completion of WebRTC Conference & Expo V, held November 18-20, 2014, at the San Jose Convention Center in San Jose, California. More than 760 attendees engaged with industry experts showcasing how Web-based Real-Time Communications (WebRTC) will improve internal and customer-facing communications to drive new business opportunities.
11/25/2014 2:34:10 PM
An online story recently addressed the demands that are placed on call center workers and how those demands can have very real physical and emotional tolls on those workers.
11/25/2014 2:01:00 PM
ShapeBlue, a leading global CloudStack integrator, announced that it has entered into a strategic partnership with SolidFire, the storage industry's leading Solid-State Array.
11/25/2014 1:09:07 PM
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