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One thing contact centers will probably want to avoid, however, is simply scoring agents and sharing those scores with that. That's the kind of thing that creates anger and anxiety, discourages employee engagement, and don't offer much in the way of learning, notes Jeremy Watkin, director of customer experience at outsourced call center company FCR.
1/26/2018 12:54:46 PM
West Unified Communications Services announced it's the first telecom provider to undergo an audit, attaining the Cisco® Powered Cisco Spark Service Provider accreditation. This accreditation is a part of Cisco's Cloud and Managed Services Program (CMSP). West was also recognized as a Cisco Partner Summit Geographical Region award-winner for Service Provider of the Year, Americas.
1/26/2018 12:45:41 PM
Rumor has it that Nokia this fall will unveil a new smartphone with a five lens camera, fingerprint scanner, and top-end chip. This news was reportedly leaked on Chinese social network Baidu.
1/26/2018 12:37:30 PM
3CLogic revealed its latest product, 3C Connect, which seamlessly integrates legacy or on-premises telephony and CRM systems. This release is to directly addresses businesses desire to mesh legacy services with cloud-based CRM platforms.
1/26/2018 12:16:07 PM
Telia has tapped Nokia to provide it with its Cloud Packet Core technology. This solution should help the service provider more profitably deliver enhanced mobile broadband. And it will help Telia to scale and get ready for 5G.
1/26/2018 12:09:42 PM
Bicom Systems to showcase their Business Communications Solution package February 14-16, 2018 at the Communications and Business Transformation Event of the Year.
1/26/2018 11:53:53 AM
Plantronics unveiled its newest member of the Voyager headset family, the Voyager 6200 UC. The Bluetooth-enabled headset is designed for professionals as a neckband with comfort-fit earbuds, active noise cancellation (ANC) and integrated UC apps.
1/26/2018 11:31:43 AM
All consumers are anxiously awaiting the speedier and more efficient upgrade from the current 4G. 5G is expected to come to the United States by late 2018/early 2019, according to Chinese smartphone producer ZTE. Other companies have also said that 5G testing is underway for 2018 so it is a race to see which one will make it to the finish line first.
1/26/2018 11:13:41 AM
Less than a year after buying AppDynamics, Cisco is acquiring another business application assurance firm. That company is privately-held, Mountain View, California-based Skyport Systems.
1/26/2018 11:06:50 AM
Nokia and Japan's biggest mobile operator, NTT DOCOMO, have signed an agreement supplying 5G baseband products to be deployed in a 5G mobile network. The mobile network is aimed for commercial service by 2020.
1/26/2018 10:52:49 AM
Nokia and Nepal's WorldLink are teaming up. Nokia is deploying fiber-to-the-home (FTTH) with WorldLink, connecting more than one million Nepalese homes. The anticipated launch for the country's largest FTTH network is expected to be in 2019, according to Nokia.
1/26/2018 10:44:10 AM
Companies that implement speech analytics can benefit from more sales, happier customers, better first call resolution rates, and more effective agents, blogged Monet Software's Chuck Ciarlo. Yet, just 15 percent of contact centers were using speech analytics as of July, added Mike Bourke of Aspect.
1/26/2018 10:34:20 AM
Windstream has expanded its core network in Columbus, Ohio. With this update, the company can now take advantage of its SDN capabilities to efficiently deliver multiple 100G services to a single customer.
1/26/2018 9:08:55 AM
Supply chain technology is pretty cool. Place an order on Amazon, and watch your package through each part of the delivery process up until the second it is dropped at your front door. In call accounting, jitter and latency reports offer this same sort of insight into your communications experience.
1/26/2018 9:00:39 AM
Gambling is one hobby that has stood the test of time. Though it has resisted erosion, it has undergone tremendous changes, both in methods and medium players use to experience the various casino games available.
1/25/2018 4:41:21 PM
In an effort to build out its services portfolio, and prepare for a future filled with more video streaming, cloud computing and virtual reality, Verizon upgraded its network with Ciena's 6500 Packet-Optical Platform serving as a key cog in the project.
1/25/2018 4:22:25 PM
Bitcoin and other forms of cryptocurrency run on a network called blockchain. Blockchain technology enables the tracking and recording of assets within a business network. While many assets -- physical and virtual -- can be traded and tracked through Blockchain, the most popular asset thus far is Bitcoin and other cryptocurrencies.
1/25/2018 1:59:22 PM
Many platforms are now adopting blockchain technology to make online casinos more responsive and with an enhanced online user experience.
1/25/2018 1:42:46 PM
Medical device solution provider Stryker Corp. has enhanced the customer experience it delivers, reduced costs, and streamlined its operations with the help of Gemalto's Sentinel licensing technology.
1/25/2018 1:42:18 PM
netsapiens, a provider of unified communications (UC) services and feature-sets to service providers and large enterprises, announces that its SVP and General Manager, Dave George, will speak at ITEXPO 2018, taking place February 13-16 at the Broward County Convention Center in Fort Lauderdale.
1/25/2018 1:34:38 PM
Editors from TMC and Crossfire Media are pleased to announce the winners of the IoT Evolution Expo Best in Show Awards.
1/25/2018 1:08:10 PM
5G, network virtualization, and service orchestration will continue to loom large in the year ahead. But, 5G will take center stage, suggests Ciena director Ravi Mali.
1/25/2018 12:20:10 PM
SD-WAN has been a hot topic for at least a couple years. Its many benefits - which include helping businesses avoid carrier lock-in, integrate wide area networks, leverage multiple underlying connections, and optimize bandwidth - have led to what IDC called remarkable growth in a study last year.
1/25/2018 12:16:32 PM
Digital Realty is adding direct access to Oracle Cloud. The colocation, data center, interconnection solution provider will offer this capability in 14 metropolitan areas.
1/25/2018 10:54:56 AM
Jeff Pulver, Vice Chairman of Alchemist joins the two day conference as a keynote speaker to discuss Blockchain and the BitEconomy.
1/25/2018 10:39:30 AM
Jeff Pulver, Vice Chairman of Alchemist joins the two day conference as a keynote speaker to discuss Blockchain and the BitEconomy.
1/25/2018 10:36:50 AM
Artificial intelligence and machine learning, and the cloud are making data more manageable and useful. That's enabling businesses to do some cool new things.
1/25/2018 8:16:29 AM
Speaking of setting the tone, NTT Communications Corporation unveiled a SD-WAN deployment project spanning 1,000 offices and 40 countries. The NTT SD-WAN solution will be sequentially rolled out to each Hitachi office around the world, making it the largest-scale solutions delivered in Japan.
1/25/2018 8:11:57 AM
Votacall announced that, through statewide ITT46 Network Services contract, it is now an authorized vendor to the Massachusetts state government. The contract makes Votacall's suite of hosted VoIP, UCaaS, hosted call center and more available for government entities to modernize communications.
1/25/2018 8:07:04 AM
Workforce management (WFM) software can properly readjust the schedule to accommodate any no-shows or call-outs for the day. Additional adjustments to a work day need to be made for impromptu training sessions, meetings, or evaluations.
1/24/2018 6:12:43 PM
There's one truth to operational security that many don't want to hear: Any system can be compromised. And as a multitude of industries like utilities, manufacturing, and oil and gas are adopting industrial internet of things (IIoT) devices - a market set to boom to 100 billion devices over the next five years, according to PricewaterhouseCoopers - ensuring security in these systems is a challenge that will grow exponentially in the near future.
1/24/2018 4:44:07 PM
Chinese companies, like Huawei, have very quickly been able to capture worldwide market leadership positions. Its $1 trillion belt and road initiative to build transport infrastructure is being called a game changer.
1/24/2018 4:20:57 PM
Hiep Pham, vice president of research and development at Virtium Solid State Storage and Memory, will be part of an expert panel covering secure, intelligent storage for the industrial Internet of Things (IIoT) market at IoT Evolution Expo East next week in Lake Buena Vista, Florida.
1/24/2018 3:39:17 PM
Companies that implement speech analytics can benefit from more sales, happier customers, better first call resolution rates, and more effective agents, blogged Monet Software's Chuck Ciarlo.
1/24/2018 3:30:16 PM
The holiday shopping season may be in the rearview mirror, but call accounting has much to offer the retail space in order to aid in operational efficiency and for effective sales efforts. Customers engage businesses via various channels, with the phone holding strong as a tried and true method. And by implementing a sound call accounting and reporting strategy year round a retail business can build on reporting insight. Let's take a look a few ways retailers can benefit.
1/24/2018 3:26:00 PM
Contact centers would do well to be more discerning in what they measure, deciding what it really means, and communicating its value to agents and managers in terms they can understand and map to their work.
1/24/2018 3:11:45 PM
The third day of the IoT Evolution Expo kicked off with a special panel discussion focusing on Women in IoT. The panel was moderated by Bobbie Carlton, the founder of Innovation Women, an online speaker's bureau for entrepreneurial and technical women.
1/24/2018 2:47:00 PM
Telemedicine is becoming a prime choice for patients seeking top medical advice without having to travel. It also helps patients whom are immobile or do not feel comfortable enough to leave the home. Zoom is cementing its name in the medical world by partnering with a global telehealth integrator.
1/24/2018 2:46:19 PM
This week, network integration and consultancy firm Datavision announced a partnership with 128 Technology to the 128T Networking Platform, which is a vital component to the deployment of next-generation solutions like SD-WAN.
1/24/2018 1:48:37 PM
This week, ESG (Enterprise Strategy Group) announced the validation of the integration between AWS (Amazon Web Services) and Versa Networks' Cloud IP Platform. Furthermore, ESG's SD-WAN Integration with Amazon Web Services - Versa Networks offers insight and analysis on the vendors working with AWS, as well as the integration and testing process in regard to Versa.
1/24/2018 1:23:44 PM
Intel understands the IoT, and the way intelligence within it will grow. Dipti Vachani, VP, Internet of Things Group at Intel, likely understands that intelligence better than anyone else.
1/24/2018 9:56:44 AM
At the IoT Evolution Expo this week, the breakout sessions in Security, Healthcare IoT, Enterprise deployments and many other topics, general session panels like the excellent Money Matters and Women in IoT discussions, and keynotes from Intel, Verizon and many others, are helping attendees frame strategy and learn new tools for IoT success.
1/24/2018 9:23:11 AM
This week, taking aim at expanding market presence is Vingtor-Stentofon by Zenitel Group with the announcement of a new distribution agreement with Jenne. The provider of future-forward communications solutions will gain an instant boost from the arrangement, and a step forward in the UC space.
1/24/2018 9:20:04 AM
This week, NICE inContact announced the general availability of the NICE inContact CXone Agent for Salesforce on the Salesforce AppExchange. With the addition, users can take advantage of a robust contact center experience, with WFO, customer history, controls and more all within the same application.
1/24/2018 9:11:36 AM
Recently, Versa Networks named Rob Mustarde to the role of SVP Worldwide Sales. Mustarde is tasked with taking his more than 25 years worth of experience in leading rapidly growing technology companies to further growth, expansion and market leadership.
1/24/2018 8:50:43 AM
Epygi Technologies to showcase QX IP PBXs and Gateways/ecQX Cloud Services/Call Center and Hospitality Solutions February 14-16, 2018 at the Communications and Business Transformation Event of the Year
1/24/2018 8:00:00 AM
Recently, Yeastar announced a distribution agreement with 88VoIP, which would offer presence around the world. The pairing will push Yeastar's American market standing while also rounding out 888VoIP's comprehensive portfolio of offerings.
1/23/2018 4:22:17 PM
Telecommunications Service Networks has licensed the SPIRIT DSP mobile software video engine. The engine supports HD voice and video on hundreds of 3G, 4G, and Wi-Fi devices. This engine will power TSN's mobile calling app.
1/23/2018 4:19:36 PM
Cradlepoint has made a couple interesting announcements of late. The company says it is now offering SD-WAN via a subscription-based pricing model. And it has a new all-inclusive IoT-related cloud service package family
1/23/2018 3:29:19 PM
Video conferencing is a great asset to education. It gives students access to lectures and experiences they would otherwise miss out on. For the University of the Western Cape's (UWC) Dental Students and faculty, video conferencing is enabling an enhanced educational experience.
1/23/2018 3:22:08 PM
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