Short Message Service (SMS)
eDiscovery, FRCP and Call Recording In his “On the Record” blog,
Brian Spencer of OAISYS (News - Alert) writes:
burden that has been placed squarely on all businesses. Through the Federal Rules of Civil Procedure (FRCP), businesses of any size are required to provide all electronic records related to a suit or face draconian sanctions as opined by John Bace, research vice president at Gartner (News - Alert), Inc. (www.channelprosmb.com/article/16270/E-Discovery-Is-for-SMBs-Too/).
If a business cannot produce the requested documentation its only hope to avoid penalties is to show that it has good document retention policies in place and that they were followed in a routine, good-faith manner. Good luck to you trying to make that case as I imagine the standards being vague and interpreted differently across judges and jurisdictions.
Call recording seems to be a sticky wicket here in that if you have electronic recordings of telephone calls you may be required to share them during proceedings. I agree, if you are concerned that your business is in the wrong this can be a threat. I see this entirely from the other perspective, however, if you run a tight ship.
Sure, from time to time I listen to a call and cringe. Rarely is it to do with a potentially litigious situation. More routinely, someone simply did not go above and beyond to elate a customer. If it comes to e-discovery as we prepare for a suit, I’ll risk that a customer servicecall was not us at our best in order to protect us from unfulfilled promises by the other party.
Visit Brian’s blog at http://blog.tmcnet.com/on-the-record
Hosted versus Premises In his “On Rad’s Radar,”
Peter Radizeski of RAD-INFO (News - Alert), Inc. writes:
The hosted PBX model is more about total cost of ownership and business productivity particularly today with our tech-heavy needs in business and our increasingly mobile human resources.
Mitel (News - Alert) does indeed offer a hosted PBX service. And I believe that Avaya either has one or bought one through the Nortel purchase.
We have a mobile workforce today. Everything is going cloud. You need access to the phone system, e-mail, apps, data, CRM, etc. Not much of that is premises-based anymore. It is being pushed to the cloud by many, many companies in the Web 2.0/Business 2.0 space.
And if it was premises-based, who would keep it updated, secure, backed up, etc.?
Final note: unless the business is buying an Interactive Intelligence PBX (News - Alert) or a top-of-the-line $150,000-plus PBX from the Big Three (Avaya, Mitel ShoreTel), the company isn’t getting all the functionality and features available via most hosted PBX models.
There are folks that do hosted PBX poorly, but there are certainly companies that do hosted PBX well. The business
continuity/disaster response aspect of a hosted PBX solution also adds a benefit to the mix that premises-based can’t duplicate.
Visit Peter’s blog at http://blog.tmcnet.com/on-rads-radar
Sytel (News - Alert) Limited Expands to U.S.
In his “Communications and Technology” Blog, Rich Tehrani writes:
Sytel Limited is a company with a strong dialer and scripting engine that is expanding into customer service, media blending and more recently, the U.S. As more customers look for SMS support, Sytel allows these short messages to be integrated into the contact center seamlessly with e-mail and calls. With open APIs, Sytel touts openness as an area where it excels.
The U.K.-based company says its service and support is a true differentiator and as an employee-owned organization, they expect to continue their growth in the US through partnerships and organic customer acquisition. Oh and there is a TMC (News - Alert) scoop here – there is no IPO planned for a long while.
Visit Rich’s blog at http://blog.tmcnet.com/blog/rich-tehrani
In his “First Coffee” blog, TMCnet’s David Sims writes:
Employees in a recent Regus-sponsored survey reported in the Dallas Business Journal said sure, they appreciated having jobs, but they needed them to be in “a flexible work environment” to “counterbalance stress.”
Regus sells flexible office suites and virtual office products. Jeffrey Doughman, a regional vice president with Regus, says employees “more than ever, desire workplaces that offer flexibility for them to be productive.”
Visit David’s blog at http://blog.tmcnet.com/telecom-crm
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