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Interconnectivity of people, devices, services and processes is driving the global telecom and technology landscape. Telecom companies and service providers need to understand and innovate around interconnectivity to successfully compete in today's communications market.
3/7/2017 3:02:55 PM
I caught up with CEO Rich McBee for an exclusive interview where we chatted about emergency notification tech and how it was purchased from Benbria.
3/7/2017 3:02:25 PM
Cloud computing is an excellent means to improve a company's defensive posture against failure, but the cloud that is being used has to have built-in redundancy for local and geographic failure. Geo-redundancy, coupled with intrusion detection/prevention and denial of service attack mitigation capabilities, constitutes a total cloud disaster recovery package.
3/7/2017 2:58:11 PM
Cisco's VNI study expects a seven-fold increase in mobile data traffic just by 2021, with 5G factored in as part of the gain.
3/7/2017 2:50:59 PM
Marketers are gearing up for their next mobile marketing campaign to kick off 2017. Sure there are plenty of tools, tips, and tricks to choose from when it comes to planning your marketing strategy, but selecting the right ones for your brand's objectives is crucial. Here's a crash course in mobile marketing tools brands should be using in 2017.
3/7/2017 2:45:12 PM
The only way to know your contact center solution will scale to current and future demands is to take control of your own roadmap. Whether you are building something from scratch, or augmenting what you already have, composable communication building blocks let you focus on upgrading the entire customer experience, rather than the hardware or software.
3/7/2017 2:38:35 PM
With today's omnichannel customer communications opportunities, sometimes the medium is the message - and sometimes it isn't.
3/7/2017 2:35:14 PM
We've all read about the technology revolution (or apocalypse) in customer care. While there is no denying the role automation will play, the largest threat to customer care is poorly trained, unmotivated live agents.
3/7/2017 2:31:43 PM
Today's mobile-centric, on-demand consumers have more options and less brand loyalty. Personalized experiences, transparency, and responding to emotional situations are critical differentiators for service organizations to retain customers and grow revenue.
3/7/2017 2:27:19 PM
Throughout the history of the contact center, much of the analysis around incoming data has been quantitative in nature - calls received, average hold time, call length, resolution rate. Today, there is more customer data coming into each agent portal than companies may know what to do with. But it's not the amount of data that's important. It's what contact centers do with the data and how they analyze learned insights to make better decisions and strategic business moves.
3/7/2017 2:23:24 PM
In a move to improve both the customer and agent omnichannel experience, Avaya Japan has enhanced integration with LINE Customer Connect.
3/7/2017 1:39:52 PM
Verint and Tango Networks have partnered to combine their workforce optimization (WFO) solutions and improve the mobile workforce.
3/7/2017 1:39:07 PM
A new app from RTCWeb should have great effects going forward in communications and sales training operations.
3/7/2017 1:34:41 PM
In a recent announcement, Steve Brumer, partner at 151 Advisors, has announced that he's been selected to join the Special Council at DPOUSA, a financial platform that provides companies with access to an investor base of over 30,000 accredited investors and financial institutions.
3/7/2017 1:26:35 PM
While it may seem counter-intuitive, the move to electronic health records hasn't diminished printing's role in the healthcare field. Printing is an essential operation when it comes to helping patients. The reason: paper is a reliable, easy-to-use bridge between medical workflows and patients.
3/7/2017 11:59:42 AM
Customer service means different things to different people. But, in the end, it's about people - the people who are our customers, and the people we employ to serve them.
3/7/2017 11:50:22 AM
Trustwave researchers recently warned potential and current users about a hidden backdoor system found in DBL Technology VoIP devices.
3/7/2017 11:35:04 AM
The 2016 infoTECH Spotlight Data Center Excellence Award recognizes the most innovative and enterprising data center vendors who offer infrastructure or software, servers or cooling systems, cabling or management applications.
3/7/2017 11:24:25 AM
Deltapath recently released a VoIP gateway that will enable companies to connect their business phone lines and systems to Skype for Business Online.
3/7/2017 10:48:39 AM
Nokia has signed a five year contract with VimpelCom to manage its various networks.
3/7/2017 10:47:58 AM
A new report from Juniper Research suggests that mobile VoLTE is set to climb as over three billion users turn to it through OTT apps and other means.
3/7/2017 10:42:16 AM
Sales management software or telemarketing software can help sales employees follow the right procedure, find the answers they need, update managers and supervisors, manage leads, set alerts for future actions and educate themselves about a customer or an account before they call.
3/7/2017 9:05:00 AM
A new round of funding gives Hedvig a total of $52 million as it looks to expand software-defined storage (SDS) into Asia and develop end-to-end solutions.
3/7/2017 9:00:06 AM
Recently, CloudGenix announced its newest partnership with AHEAD. AHEAD is a consulting firm that takes enterprises through the paces of improving application performance through process and infrastructure adjustments. In partnering with AHEAD, CloudGenix gains an improved presence in the American Midwest and Southeast; conversely, AHEAD can now offer an industry-leading SD-WAN solution in the CloudGenix Instant-On Networks (ION).
3/7/2017 9:00:00 AM
Ecosmob has announced the availability of WebRTC client software to its local and international customers for different industry verticals so they can implement real-time communications with greater ease.
3/7/2017 8:55:16 AM
In the last few generations, technology's highly sped up pace of progression has given us a great amount of benefits. Abundance of food, health benefits, ease of information processing and access, great increases in mobility, and the financial gains that technology's development brings about are among the key benefits. These evident advantages in turn constantly stimulate us to invest further into technology invention and application, spurring new cycles of technology creation and consumption.
3/7/2017 8:45:11 AM
A new report from Future Market Insights shows that the conferencing market to come should be driven by comparatively basic factors.
3/7/2017 8:00:00 AM
I recently caught up with Chip Stevens, Director of Product Management-Fraud and Identity Solutions, iconectiv, to discuss the growing identity fraud threat and what operators are doing (or not doing) to stop it.
3/7/2017 7:22:00 AM
BDO Development Capital Fund just made Blueface's dreams of international expansion a reality after an impressive round of funding.
3/7/2017 7:00:00 AM
Digi International, a global provider of machine-to-machine (M2M) and Internet of Things (IoT) connectivity products and services, has announced that its Digi XBee 802.15.4 modules will be used by the National Aeronautics and Space Administration (NASA) as part of a test program for wireless communications within satellites and payloads from the International Space Station (ISS).
3/6/2017 5:58:46 PM
Meineke's dive into connected cars and the Internet of Things was drowned out in the noise of bigger TVs, Alexa everywhere and the emergence of home robots. The automotive service company is now selling the Revvy, an aftermarket device providing access to onboard vehicle maintenance and performance data, plus providing an onboard Wi-Fi hotspot as a value-added feature.
3/6/2017 4:35:23 PM
As demand grows for the burgeoning technology of SD-WAN, so too does investor interest. Recently, VeloCloud announced a successful series D round of funding. Led by Hermes Growth Partners, VeloCloud netted $35 million to continue its work in meeting the growing demand for this nascent technology arena.
3/6/2017 4:22:35 PM
Getting repeat customers is worth more than anything today. How can you make this happen while still delivering quality care at every touch point? Here are some vital tips.
3/6/2017 3:55:18 PM
Time and effort is put into selecting a UC provider, so don't waste it by not putting forth the same diligence in selecting an IP endpoint provider. This process got a little easier today, as future-forward and feature-rich IP phone developer Yealink's complete product portfolio is now certified for use with the Phonism platform.
3/6/2017 3:52:01 PM
VoIP Much Phone Company, a business VoIP provider, has acquired the VBuzzer trademark and recurring subscriber base from Softroute Corporation.
3/6/2017 3:25:26 PM
Like any customer support channel, it needs to be continually monitored for quality. Ensure that your current quality monitoring platform includes the ability to keep track of non-voice channels, or engage a third-party remote call monitoring partner to keep an eye on quality.
3/6/2017 2:04:59 PM
Continuing its quest to conquer the Billion Ethernet Port Opportunity, Aquantia is quickly expanding market presence, which serves to quench multi-gigabit Ethernet demand with its high-performing solutions. Touting a portfolio that provides high-speed Ethernet connectivity solutions for the enterprise and data center, Aquantia added a new distribution partner today in the form of Arrow Electronics.
3/6/2017 2:04:05 PM
Collaborative call accounting solutions are giving healthcare providers the functionality and flexibility they need to practice medicine in the twenty-first century.
3/6/2017 1:38:49 PM
VMware's newest offering of services allows for a whole new slate of possibilities for CSPs to bring in new revenue.
3/6/2017 1:35:03 PM
The Huawei Watch 2, shipping in April for a price expected to start around $350, is a better Smartwatch than the Apple Watch. It looks more like a watch, it better embraces the fitness band level of functionality, and it isn't tied to an iPhone.
3/6/2017 1:31:44 PM
Vaddio's new ConferenceSHOT AV system is geared toward the huddle room, and allows conferencing to be better used in small spaces.
3/6/2017 11:46:02 AM
While chargebacks can protect consumers against improper merchant behavior, they're gaining popularity among professional criminals as a way to rip off sellers by making fraudulent purchases and then reselling the goods.
3/6/2017 11:33:31 AM
Adele Revella is the author of Buyer Personas: How to Gain Insight into your Customer's Expectations and CEO of Buyer Persona Institute. She also blogs at BuyerPersona.com and recently shared her insight about the importance of the buyer persona in content marketing.
3/6/2017 11:33:16 AM
The speech analytics market is expected to reach almost $2 billion in the next five years.
3/6/2017 11:02:05 AM
What many health IT stakeholders may have missed is Title IV of the act, which is devoted almost exclusively to health IT. My blog summarizes the numerous relevant sections of Title IV. Here's a look at some of the provisions.
3/6/2017 10:54:26 AM
One of the benefits of Internet marketing is that it's much easier to collect data than traditional types of marketing, but just because you have the numbers doesn't mean you're getting the full story. In fact, if you're not making lead validation part of your Internet marketing process, you're getting only a small portion of the information you need, and that can quickly sink your efforts.
3/6/2017 10:40:42 AM
Flashphoner's latest Web Call Server update brings WebRTC video streaming to YouTube Live, offering new options in live video.
3/6/2017 10:37:11 AM
Social media has become as much of a resource as any other media platform. The stats vary from report to report, but it's safe to say that a significant number of social media users leverage those platforms to make purchasing decisions. When you consider only the millennial generation, which has now become part of the wage-earning community with purchasing and decision-making power, the folks in this demographic often view social media as the sole purchasing influencer.
3/6/2017 10:12:56 AM
I've talked often about customer lifecycles and customer journeys in this column. They help us understand the experience of doing business with an organization from a customer's perspective. Use cases, on the other hand, shed light on the inner workings of customer service.
3/6/2017 10:10:31 AM
To grow your business, what you need is conversions, not simply traffic. Completed calls to action beat out number of visitors to your website any day when it comes to creating more leads and, ultimately, sales.
3/6/2017 10:00:34 AM
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