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Call recording provides both customer- and inward-facing benefits for the contact center.
6/9/2017 9:00:00 AM
Ciena's Helen Xenos says optical networks need to become more agile and efficient.
6/9/2017 8:30:00 AM
Aspect Software receives the 2017 Frost & Sullivan Thailand Contact Center Applications Vendor of the Year Award from Frost & Sullivan.
6/9/2017 7:00:00 AM
NICE announced an interesting milestone; its future forward workforce optimization software has displaced over 100 legacy workforce optimization deployments. This cements the success of the inContact acquisition and the integration of the NICE data-driven workforce optimization applications with the NICE-inContact Customer Interaction Cloud to provide a robust and comprehensive solution for the contact center.
6/8/2017 4:50:46 PM
With international call fraud posing a risk to VoIP and UC services, UM Labs R&D and ITSPA have teamed up to create 'SNITCH' (Suspicious Numbering in Telephony Call Handling) as a service.
6/8/2017 3:31:39 PM
At the NICE Interactions 2017 customer conference in Las Vegas, ConvergeOne was named Partner of the Year by NICE for the third year in a row.
6/8/2017 3:28:59 PM
Today, Mirantis, a company that provides managed open cloud solutions, announced it joined the Open Network Automation Platform project (ONAP) with the aim of aiding the adoption of open standards for NFV and SDN automation.
6/8/2017 2:42:44 PM
ShoreTel announced the arrival of ShoreTel Connect CLOUD and ShoreTel Connect CLOUD Contact Center solutions to Australia this week. Already available in the U.K., U.S. and Canada, this marks a major move for the contact center solution provider.
6/8/2017 2:09:54 PM
Mahindra Comviva has added chatbot, push notifications, and social media integration to its Ngage messaging platform.
6/8/2017 1:37:58 PM
Infinera has made its new Cloud Xpress 2 solution generally available. This offering provides data center interconnect companies with efficient, scalable, and secure 100 gigabit Ethernet services.
6/8/2017 1:32:58 PM
Accent and Phonism have forged a new partnership. The former company is bringing the latter one's VoIP provisioning and management solution to its Accent VoiceONE cloud customers.
6/8/2017 1:28:11 PM
Elon Musk, backed by 352 experts, projects a rapid advance for AI to the point where humans are unemployable by 2136.
6/8/2017 1:21:21 PM
A new agreement between Sennheiser and Westcon-Comstor means noteworthy new push into Canadian markets.
6/8/2017 1:15:24 PM
Ecosmob, known for its VoIP solutions, brings out a new IP-PBX solution with some exciting new features and benefits.
6/8/2017 11:23:09 AM
The recording and quality monitoring software suite from CXM is now compliant with key communication and contact center solutions from Avaya. This interoperability comes with Version 5.2 release of the CXM solution.
6/8/2017 10:58:32 AM
MRV Communications Inc. has introduced a family of 200G coherent digital muxponders.
6/8/2017 10:44:03 AM
The value of call recording is in using the recordings, and CallMiner Eureka from CallMiner allows that to happen.
6/8/2017 10:28:49 AM
Windstream Wholesale recently launched SDNow Waves for Data Center Cloud applications, which provides customers with on-demand optical wavelength services via automated, SDN-based provisioning.
6/8/2017 8:44:46 AM
Most pieces of hardware come with an original equipment manufacturer (OEM) contract that covers various repairs and maintenance. It's simple, reasonable in cost, and effective, but many businesses don't realize there's another alternative in the form of third-party contracts. Instead, they stick with their expensive, default OEM contracts, and miss out on the potential advantages that third-party maintenance offers.
6/8/2017 8:38:29 AM
Looking to replace its legacy system, the Los Angeles Police Department selected a future-forward VoIP system to suit its needs. The rollout begins in Van Nuys, with Foothill, Devonshire and Granada Hills to follow not far behind. The first four upgrades will begin this summer, with an expectation of completion by June 2018.
6/8/2017 8:31:20 AM
In this weekly series, we'll be previewing chapters of IoT Time: Evolving Trends in the Internet of Things for you to read in the hopes that you'll like it enough to read the whole thing.
6/8/2017 8:30:00 AM
New SIM makes AlwaysOnline Wireless (AOW) LTE available to users of all cellular-enabled tablets, smartphones, and Wi-Fi hotspots.
6/8/2017 8:15:00 AM
Over the years, the UC space has become highly commoditized, and in reality no one should be surprised. As more businesses have tapped into CPaaS (Communications Platform as a Service) it has given way to technological innovations which have propelled UC providers to finally begin to realize why the enterprise market has been so slow to embrace the cloud, and what they need to do about it.
6/8/2017 8:00:00 AM
Managing vacation time in the call center can be a trial, but with the right workforce management, it can be a huge help.
6/8/2017 8:00:00 AM
Kandy BusinessFax removes the need to photocopy a signed document, no matter where you're located. With this solution, regardless of where they may be, individuals can securely and easily manage, send and receive original files directly from their computers, devices, printers or scanners.
6/8/2017 7:00:00 AM
SignUpGenius has opted for convenience by choosing a new business VoIP solution from Loop Communications.
6/8/2017 7:00:00 AM
South Korea will be hosting the upcoming 2018 Winter Olympics in PyeongChang. And, in order to accommodate the influx of people, it is planning to launch a 5G trial service for the Games.
6/7/2017 6:23:35 PM
Governor Greg Abbott signed the Telemedicine Bill this week, thus allowing even more people to gain access to healthcare. This is an important move on Abbott's part, because an unsettling amount of Texans currently don't have physicians located near them.
6/7/2017 6:21:07 PM
Top-tier ODMs/OEMs adopt Cavium gigE NICs.
6/7/2017 6:17:42 PM
This newfound flexibility is due to Bicom's new partnership with Hanlong Technology Co. The partnership will introduce Htek IP Phones into PBXware version 4.1.2. Htek's reputation for being reliable and cost effective should make its VoIP Phones an ideal option for many PBXware users.
6/7/2017 5:45:21 PM
In reality, most devices are not IoT-ready, and prematurely implementing systems without ensuring the connected endpoints are secure, manageable, controllable and economically feasible to maintain can be the downfall of even the most inspired project.
6/7/2017 4:40:01 PM
Cloud communications provider 8x8 unveiled a new global distribution model for master agents and value added distributors in an effort to scale operations and accelerate global sales.
6/7/2017 4:38:08 PM
FRINX is providing its OpenDaylight distribution to SoftBank's networks.
6/7/2017 4:26:35 PM
Visa adds 13 new token service providers to broaden global access to Visa token service for IoT revenues.
6/7/2017 2:48:20 PM
Wind River has announced that it will join with the Transportation Research Center, Ohio State University, and the City of Dublin, Ohio to advance smart, connected, and autonomous vehicle technologies.
6/7/2017 2:44:15 PM
Weqool is a new application that launched this week, which enables users to build friendships, compete, communicate and meet others who share an interest in working out and fitness activities.
6/7/2017 2:40:53 PM
iconectiv's solution was created to help companies flag numbers that are potentially at risk for TCPA-related violations and fines, which allows companies to do their best on customer engagement - the goal of mobile marketing - without having to worry about running afoul of the TCPA.
6/7/2017 2:34:42 PM
Telit LE940A9 LTE Cat 9 nested form factor family of secure, automotive-grade smart modules is expected to deliver wired broadband-like speed to connected car platforms.
6/7/2017 1:44:46 PM
Plume Design, an Adaptive Wi-Fi developer, has secured $37.5 million funding from new investors, including Comcast Cable, Samsung Venture Investment Corporation, and Presidio Ventures, an affiliate of J:COM, Japan's largest cable operator.
6/7/2017 1:40:36 PM
This week, TELUS International announced the arrival of its omni-channel customer support solution. Moving beyond simply deploying the solution, TELUS turned to Everest Group to aid the assessment and deployment process.
6/7/2017 1:36:51 PM
Nokia and Mobile TeleSystems embark on joint agreement to develop next generation communications systems.
6/7/2017 1:33:32 PM
A new whitepaper from iconectiv offers important insight on various mobile frauds, including account takeover fraud.
6/7/2017 12:14:20 PM
For almost five years now, Facebook has allowed businesses to create Offer Ads to promote products or services. Countless businesses, startups and big-name brands have taken advantage of this opportunity to reach more targeted customers.
6/7/2017 12:08:10 PM
It is expensive to keep replacing and hiring employees, thus proper onboarding is essential, especially in organizations where cultural differences can come into play.
6/7/2017 11:50:49 AM
The idea of the voice of the customer, or VOC, was born under the umbrella of workforce optimization, but in recent years, the concept has broken out to reach into many new technologies and aspects of the business. After all, who doesn't want to listen to what their customers have to say?
6/7/2017 11:11:08 AM
China and an assembly of 5G vendors recently concluded a major new field test for 5G operations.
6/7/2017 11:08:10 AM
While IT is still responsible for all those things, companies have added to their to-do list. They must now contribute to the financial success of the organization, whether it's through monetizing home-grown software solutions, pleasing customers, driving new strategies for revenue or engaging in devops.
6/7/2017 11:03:13 AM
Australian firm Westcon-Comstor adds Mitel's cloud communications and VoIP lineup to its array of small and medium-sized enterprise (SME) services.
6/7/2017 11:01:52 AM
Many firms fret about the price tag of network modernization, but a recent release from Allied Telesis makes migrating from gigabit to 10 gigabit an affordable journey. The newly announced x550 series of stackable 10 Gigabit Ethernet Layer 3 switches alleviates cost, power consumption and port density concerns.
6/7/2017 8:15:00 AM
Giving call centers a leg up might be as easy as running automation on the quality management.
6/7/2017 8:00:00 AM
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