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The holidays are inching closer and the rush to prep for Turkey Day has not hindered news in the Embedded M2M Solutions Community one bit. It appears to be that time, that's right; time for the week in review!
11/22/2014 7:21:00 AM
Growing in functionality and popularity, the IoT is only in the beginning stages of development as many innovate to get in on the action and in doing, ensure the projections come true. The IoT Connectivity Solutions Community experienced a flurry of action this week, so sit back and relax; yes it's that time again, time for the week in review!
11/22/2014 7:03:00 AM
A contributor to Cloud Contact Center discussed this week the importance of knowing customers' expectations. Rory Thompson, TMC's Web editor, discussed a Genesys webinar that provided some details about the ever-evolving contact center market. The webinar showed that a majority of call centers support voice, email, Web chat, and social channels and that a much smaller percentage use SMS and video. All those modalities combine to show that customers demand each channel and that businesses must respond by providing those channels or else they could be left behind.
11/22/2014 7:00:00 AM
The call center industry had a good week, what with the second round of sign-ups for the Affordable Care Act, and all the calls that go along with that. We have some of the week's highlights.
11/22/2014 7:00:00 AM
It's been another week of major developments and huge news coming out around the field of real-time communications. Constant growth in the sector has ensured that there's been no shortage of news to discuss, and that poses a problem for many, specifically, how to determine how all these advances fit together into a coherent whole that can prove valuable for enterprise users? With a weekend now at hand, it's a great time to take a closer look at how this all fits together, which is just what we'll do with our Week in Review coverage!
11/22/2014 7:00:00 AM
Just because the holiday season is right around the corner doesn't mean companies are slowing the pace on call recording innovations. The call recording industry has seen another very active week, so let's take a moment to look back on some of the week's highlights.
11/22/2014 7:00:00 AM
There was a lot of movement throughout the conferencing industry this past week, and we have some of the highlights for you.
11/22/2014 7:00:00 AM
The impending convergence of carrier Ethernet with network functions virtualization, software-defined networking, and some new thing called lifecycle service orchestration will create what Metro Ethernet Focus President Nan Chen this week was promoting as The Third Network.
11/22/2014 7:00:00 AM
It's the end of another week, and time to take a look at some of the week's top mobile market news.
11/22/2014 7:00:00 AM
It was a big week for hyperscale data centers. That's because many companies in this arena were at SC14 this week unveiling new solutions and partnerships.
11/22/2014 7:00:00 AM
This week in call center software news, we continue to see offerings being introduced that focus on the 'new' customer - one that wants to be able to get in touch with companies when, and how, they want.
11/22/2014 7:00:00 AM
Back in August 2012, the headline read Let the WebRTC Codec Wars Begin! This is because a few years ago the WebRTC standardization effort was beginning to heat up. The following year the feeling was that there was a lot of drama concerning the video codec debate and that the hope was that it would soon be a minor footnote in the history of WebRTC. Can it be that just after one more year the end is near for the WebRTC video codec wars?
11/22/2014 7:00:00 AM
What an unusual week in the Contact Center Solutions Community. I never thought I would use the word war in an article for the community, but interestingly in different context I ended up using it not once but twice.
11/22/2014 7:00:00 AM
Whether literally up in the air, through the air or on the ground, it was an interesting week in the Next Generation Communications Community.
11/22/2014 7:00:00 AM
It was a busy week in outbound call center news. A number of announcements were made touting the advancements new solutions and the cloud have brought companies.
11/22/2014 7:00:00 AM
Aereo has finally hung up the harness on its ride to legitimacy, filing Chapter 11 bankruptcy.
11/21/2014 5:14:50 PM
Every year, it seems the holiday shopper marketing engine starts to churn earlier and earlier. This year, I saw the first Christmas-related TV commercial the day after Halloween, and I knew the flood gates had officially opened! The busiest omni-channel retailing season of the year has arrived.
11/21/2014 5:10:50 PM
Taqua is a provider of fixed and mobile converged switching, gateway, media processing and backhaul solutions. When it was founded in 1998, the company's goal was to develop next generation telecommunications solutions that would economically deliver advanced communications capabilities. Since that time, the company has been transitioning into what can be considered the networks of the future.
11/21/2014 3:20:15 PM
Applied Micro Circuits Corp., Cirrascale, and Red Hat have joined forces to provide a high-performance computing cluster to Lawrence Livermore National Laboratory.
11/21/2014 3:15:57 PM
People today expect to be able to reach out to customer support centers using a wide variety of channels that are already available to them in their daily lives. These channels include standard voice calls, as well as email, live chat, and more. By including all of these as options for customers, contact centers enter into the multichannel age. Without multi-channel capabilities, contact centers will quickly fall behind their competition in terms of providing a top-notch customer experience-not to mention multichannel platforms make agents' jobs easier too.
11/21/2014 3:01:21 PM
We may be closing in on the holiday season and a time of good cheer, but reality is that competition in business is a 24/7/365 affair. And, depending on whether you are a competitor or possible customer, it looks like this holiday season thanks to a new initiative by customer experience solutions provider Aspect Software you are either looking at a possible lump of coal in you X-mas stocking or a valuable present. The reason is Aspect has dropped the gloves in the hotly contested Workforce Optimization Market, and competitor Nice and Verint are in for a pre-holiday surprise.
11/21/2014 2:58:08 PM
Not long ago, a recent study was conducted by ABI Research that took a look at some of the biggest disruptive influences in the technology sector. While several different technologies were included in the lineup, one of the biggest potential disruptions came from cellular radio access networks (RAN), which showed up not only as third in overall disruption but also as first in time to disruption and in the highest probability of acting as a disruption overall. Evidence that that part of the study may have been more right than anyone expected comes from EXFO, who recently announced that it was running a fiber-to-the-antenna (FTTA) test for some of its product line with the idea of accommodating RAN in mind.
11/21/2014 2:38:58 PM
Sonus Networks, Inc., a global leader in enabling and securing real-time communications, announced this week that Westcon Group, a global distributor of security, Unified Communications (UC), network infrastructure and data center solutions, will distribute Sonus' line of Session Border Controllers (SBCs) to customers in the U.S. government. With this agreement Sonus SBCs are now available to both civilian and Department of Defense agencies through IT Schedule 70 of Westcon's General Services Administration (GSA) program, which is the most prevalent acquisition vehicle used by the federal government.
11/21/2014 2:28:36 PM
Dell has announced that it is entering the field of unified communications with its Unified Communications Command Suite. The suite is designed to help enterprise customers better manage their UC infrastructure. It includes analytics for Microsoft Exchange and Lync, making reporting easier and letting IT and management get a better picture of the true cost of ownership of their UC systems. With the analytics, IT people can see exactly who's adopting UC within an organization as well as encourage adoption and make migration easier.
11/21/2014 2:25:44 PM
I visited my dentist this morning for my regular cleaning and there was an air of excitement and nervousness throughout the office. While the practice is relatively small, both my dentist and hygienist were worried about an upcoming data migration that is happening this weekend as the office moves to updated IT equipment.
11/21/2014 2:20:47 PM
Verizon Enterprise Solutions has officially launched its Verizon Cloud Marketplace, and the move may well herald a new way of doing business in the cloud. Like most cloud marketplaces, the new offering provides pre-built cloud services from a variety of vendors that are accessible using Verizon Cloud environments.
11/21/2014 2:16:32 PM
A big part of improving the customer experience, regardless of whether you are an enterprise or a service provider, is breaking down the silos of customer information that exist inside an organization. Having a full view of the customer is important to customer lifecycle management and hence the overall customer experience. And, one of the big places to look for enhancing visibility into all things customer related is obviously tight integration with various capabilities with customer relationship management (CRM) capabilities.
11/21/2014 2:12:13 PM
Drumming up leads is as integral to the sales process as closing the deal. Increasingly, video has become a potent tool in the box when it comes to leads.
11/21/2014 2:11:37 PM
New payment methodologies and technologies are being unveiled with head-spinning velocity these days. For those of us in the financial services industry, these are exciting times as each new development in the evolving mobile payment story presents new opportunities. However, with each new technological payment benchmark we see, there are issues that have not been addressed, which has impeded my industry from fully embracing the complete potential of the growing digital channel.
11/21/2014 1:43:12 PM
It would be easy to think that a computer not connected to the Internet might be the safest computer of all. After all, how does one break into a building with no door? That might be an apt description of an offline computer depending on what's called an air gap for protection, but as it turns out, those who believe an air gap has been established may be wrong, unless certain considerations are made.
11/21/2014 1:32:49 PM
There is an old expression saying that in order to make money you have to spend money. While the concept is viable, the thing to watch out for is spending more money than you are actually making. Anyone will tell you that this is bad business. Unfortunately, it seems that mobile operators may be falling into this category.
11/21/2014 1:24:56 PM
A recent product announcement from Certes Networks cites market research firm Gartner which says that, while mobile technologies are increasingly allowing companies to improve operations, the task of making mobile applications secure is as difficult as it ever has been. This complexity of mobile security has prompted Certes to release its newest virtual private network software, CryptoFlow Mobile, that can securely extend enterprise applications to mobile devices.
11/21/2014 1:20:55 PM
xG Technology, a provider of wireless communication and spectrum sharing technologies, announced that it has received on order from Airogistic, a maker of Unmanned Aerial Vehicle (UAV) infrastructure.
11/21/2014 1:17:30 PM
As financial results from various contact center and unified communications (UC) solutions providers continue to flow in for this quarter two things are becoming increasingly clear. First, is that those seeking to upgrade their customer experience capabilities are accelerating the adoption of the cloud and hybrid solutions as their preferred path. Second, is that North America continues to be the hotbed of this with not just the large U.S. market as a target of opportunity, but also the vibrant Canadian market as well.
11/21/2014 1:15:06 PM
The trends are undeniable. Enterprises seeking to upgrade their customer experience capabilities are increasingly moving to cloud and hybrid solutions as features, cost-efficiencies and enhanced security drive the market. In addition, the North America continues to be a major growth opportunity both North and South of the U.S./Canada border.
11/21/2014 1:09:34 PM
IP communications have become the reality du jour for small and medium-sized businesses (SMBs) and enterprises alike - but VoIP and unified communications are just two pieces of the puzzle.
11/21/2014 12:58:22 PM
Businesses looking for a competitive edge are turning to cloud services more and more. Not only is it possible to cut costs, but having solutions hosted also means more time to focus on customers, and other business needs.
11/21/2014 12:58:07 PM
Utilities are typically in the spotlight when it comes to customer care, as the need to provide speedy response and resolution is expected.
11/21/2014 12:55:51 PM
The season of giving is upon us. Now more than ever we find ourselves reflecting on things we are thankful for, and hopefully, seeking ways we can spread cheer and help to others.
11/21/2014 12:53:27 PM
Security, these days, is perhaps one of the-some might even say the-most important functions that anyone who deals with computers, regardless of size or purpose, can undertake. As such, there are plenty of options to bring to the table when it comes to security, from a variety of different vendors. However, a new development from Wedge Networks may offer up a new form of security presented in a whole new way, its new Cloud Network Defense system.
11/21/2014 12:44:35 PM
Having been involved in field work over the course of several of my past lives, I can tell you there is nothing more frustrating than to show up at a site only to find that you have to go back to the office to look something up or find the right solution to a problem. I was resolving computer issues before the days where everyone had access to the Internet, so in most cases if I had to download drivers or look up information about a certain type of computer I had to go back to the office, then head back out into the field.
11/21/2014 12:40:40 PM
CFMC, a provider of market research software, and Qualtrix, a software-as-a-service company that offers an online platform for generating business insights, both know about the importance of multi-channel market research. Businesses across the globe want access to relevant information that arises across channels such as voice and text and relates to opinions of marketing campaigns and views of current versus past products and services.
11/21/2014 12:35:08 PM
A new report says the contact center industry has shown some reluctance to invest in application technology, and is putting more effort into improving customer experience.
11/21/2014 12:31:00 PM
It's a part of virtual reality (VR) that often goes overlooked: the sound. While we often focus on the visual side of VR, looking at the graphics and how things look while in the midst of that amazing VR experience, we don't think so much about the sound. Yet this is a very important part of establishing that immersion factor, and as such, Samsung Gear VR has brought in a little help to better establish that oh-so-important immersive sound. Specifically, the Samsung Gear VR is now the first Samsung device to use Fraunhofer Cingo 3D sound systems, making VR that much more immersive.
11/21/2014 12:26:02 PM
Earlier this year, just five years out from its launch, Uber, a company that connects drivers and passengers through a smartphone application, got a stunning valuation of $18.2 billion. The organization's almost unfathomable growth should serve as a source of hope for all startups that it is still possible to come up with the next big idea.
11/21/2014 12:23:01 PM
Network functions virtualization and software-defined networking will be linchpins of communications networks in the long term, and will tie in with already widespread carrier Ethernet services and the quickly growing Internet of Things, according to Vitesse Semiconductor CTO Martin Nuss.
11/21/2014 12:22:08 PM
Greg Salvato, CEO of TouchPoint One in commenting upon the latest upgrades stated: Adoption of Acuity has gained tremendous momentum in 2014 and customers are starting to realize the broader scope of how it can be leveraged to better align, equip and engage contact center employees and partners.
11/21/2014 12:11:55 PM
Typical sensor nodes in Internet of Things deployments are low power, wireless, distributed over a large area, and most certainly resource constrained (usually driven off of a very low cost controller). They may contain a variety of sensors from different manufacturers, possibly using different protocols, and they are prone to failure.
11/21/2014 12:03:09 PM
Remote attestation can be used to detect unauthorized software changes, he added, and remote orchestrators can do end-to-end trust and identity management. He also said there's a need to extend security up into the application beyond the hypervisor.
11/21/2014 12:01:15 PM
For the last 10 years, T-Metrics has designed, developed, and deployed numerous approved products on APLITS (Approved Products List Integrated Tracking System. As of today, T-Metrics is the only provider of contact center software that has been JITC certified to work on Microsoft Lync 2013, and their solution can be found on the Approved Products List (APL) for purchase by Department of Defense organizations at www.disa.mil/ucco.
11/21/2014 11:50:58 AM
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