TMCnet Managing Editor Rich Steeves interviews Lance Fried, CEO of SoCoCare, about social customer care and recent customer wins.

Tags: Call Center Software, Social Media

Matej Žvan, CEO of BrowseTel tells TMC's Rich Tehrani about the company's call center WebRTC and BPO solutions.

Tags: browsetel,webrtc,bpa,call center,contact center

John Wolf, CMO Intradiem tells TMC's Rich Tehrani about how the company helps its customers maximize the downtime of its contact center agents allowing them to be trained and perform back-office functions in an effort to boost productivity, output and improve customer service and retention

Tags: customer service,intradiem,call center, contact center,intraday management,training

Lance Fried of SoCoCare tells TMC's Rich Tehrani about how the company helps companies deal with customer care in the age off social networking.

Tags: lance fried,sococare,social networking,call center, contact center

Ryan Hollenbeck, SVP of Global Marketing of Verint tells TMC's Rich Tehrani about how the company is differentiating itself in the contact center world.

Tags: call center, contact center, verint, rich tehrani, social networking, social media, big data, analytics

Noah Rafalko and Erik Linask discuss the evolution of communications and the need for call centers to embrace SMS as the most popular form of communication globally and integrate into their customer engagement strategies.

Tags: TSG Global, TMC, Noah Rafalko, Erik Linask, Call Center, Contact Center, SMS, customer engagement, customer satisfaction, unified communications, IM, mobility, smartphone, text message, customer service, TextGen

TMC's Peter Bernstein talks with Alan Percy, Senior Director of Strategic Marketing North America, AudioCodes

Tags: AudioCodes, Interactive Intelligence, SIP, Microsoft Lync, contact center solutions, customer interactions, customer experience, call center

TMC's Peter Bernstein talks with Jason Alley, Solutions Marketing, Interactive Intelligence Darren Gill, Vice President of Sales, Cloud Small Center, Interactive Intelligence

Tags: Jason Alley, Darren Gill, Cloud Small Center, Interactive Intelligence, contact center solutions, customer interactions, call center

TMC's Peter Bernstein talks with Tim Passios Senior Director of Solutions Marketing, Interactive Intelligence

Tags: Tim Passios, Interactive Intelligence, contact center supervisor, iPad app for contact centers supervisors, contact center solutions, customer interactions, customer experience, call center

TMC's Peter Bernstein talks with Joe Staples, Chief Marketing Officer (CMO), Interactive Intelligence

Tags: Interactions 13, Interactive Intelligence, Joe Staples, contact center solutions, customer interactions, customer experience, call center

TMC's Peter Bernstein talks with Dr. Don Brown, CEO, Interactive Intelligence

Tags: : Interactive Intelligence, contact center solutions, customer interactions, customer experience, document management, Interactions 13, call center

TMC's Peter Bernstein talks with Jeff Swartz, Chief Operating Officer, OrgSpan

Tags: OrgSpan, Interactive Intelligence, customer services, customer interactions, contact center solutions, customer experience, call center

TMC's Peter Bernstein talks with Alan Percy, Senior Director of Strategic Marketing North America, AudioCodes

Tags: AudioCodes, Interactive Intelligence, SIP, Microsoft Lync, contact center solutions, customer interactions, customer experience, call center

TMC's Peter Bernstein interviews Ami Barzelay, Systems Engineer, Vidyo, Inc

Tags: video, contact center solutions, customer interactions, customer experience, Vidyo, call center, Ami Barzelay

Ann Sung Ruckstuhl, senior vice president and chief marketing officer of LiveOps, talks about how organizations are being challenged by heightened customer service expectations and explains how multi-channel contact center solutions can help turn the contact center from a cost center to a revenue center.

Tags: , contact center, multi-channel, cloud call center, social networking

EQ Contact Center CEO Gregg Hansen explains the benefits of a fully Web-based contact center platform with integrated PBX functionality, compared to traditional on-premises alternatives.

Tags: EQ Contact Center, Equilibrium, Gregg Hansen, PBX, open source, contact center, call center, cloud contact center, Web-based call center, Web-based communications, customer service, TMC, Erik Linask, ITEXPO, Miami

WebRTC Expo: November 27-29, South San Francisco

Tags: webrtc,skype,video,videoconferencing,conference, UC, Contact Centers, Call Centers

WebRTC Expo: November 27-29, South San Francisco

Tags: webrtc,skype,video,videoconferencing,conference, UC, Contact Centers, Call Centers

WebRTC Expo: November 27-29, South San Francisco

Tags: webrtc,skype,video,videoconferencing,conference, UC, Contact Centers, Call Centers

WebRTC Expo: November 27-29, South San Francisco

Tags: webrtc,skype,video,videoconferencing,conference, UC, Contact Centers, Call Centers

TMC’s Stefanie Mosca speaks with Fred Cote, President of Kunnect about the company’s hosted call center and predictive dialer solutions at ITEXPO Austin 2012.

Tags: Hosted call center, virtual call center, predictive dialer, Kunnect

TMC’s Rich Steeves speaks with Ed Preble, director of business development, Basic Solutions, Inc.
Basic Solutions provides wholesale VoIP services for short duration calls

Tags: Wholesale VoIP, Outbound Call Center, Predictive Dialer

TMC’s Rich Steeves speaks with Tim Passios, Director, Solutions Marketing of Interactive Intelligence
Interactive Intelligence makes the contact center experience for agents and end users

Tags: Contact center, call center,

TMC’s Rich Steeves speaks with Shai Berger, CEO of Fonolo
Fonolo explains the effects of social, mobile and SIP on the customer experience

Tags: Social media, mobility, SIP, customer experience management, call centers

TMC’s Rich Tehrani speaks with Damon Carter, Director, Business Development, Zeacom to learn about the company’s software-based call center solutions which tie into Microsoft Lync. Some of the discussion involved speculation about what the integration plan will be with regards to Skype and Lync.

Tags: Microsoft,Zeacom,Call Center,Contact Center,Lync,Skype,VoIP,Software

Kate Haley from Accurate Always discusses next generation communications recording, storage, and retrieval requirements in today's contact centers.

Tags: accurate always, voxida, call recording, enterprise video recording, call center monitoring, quality assurance, interaction recording, communications monitoring, communications recording, call center recording, managed recording, recording solutions,

Bruce Belfiore from Benchmark Portal explains how automation helps deliver better and more timely benchmark data on call center metrics and performance.

Tags: Benchmark Portal, customer satisfaction, call center certification, call center quality, ibenchmark, call center metrics, call center efficiency, best call center, call center best practice, call center consulting

Shawn Privratsky from Kunnect discusses the benefits of cloud call center technology over traditional on-premises solutions.

Tags: Kunnect, cloud call center, cloud contact center, hosted call center, hosted contact centet, customer service, at home agent, remote agent

EvolveIP talks about its cloud solutions for smbs

Tags: cloud service provider, cloud call center, EvolveIP, cloud expo 2012

Service technicians have long suffered the wrath of customers frustrated from having to wait through a four-hour window for their arrival. With advanced mobile workforce management (WFM) software, dynamic scheduling and instant updates to customers can drive the arrival window down to one hour increasing customer satisfaction and brand loyalty.

Tags: Cable Show, TOA Technologies, WFM, workforce management, routing engine, dynamic scheduling, customer satisfaction, call center software, dispatcher software

Service technicians have long suffered the wrath of customers frustrated from having to wait through a four-hour window for their arrival. With advanced mobile workforce management (WFM) software, dynamic scheduling and instant updates to customers can drive the arrival window down to one hour increasing customer satisfaction and brand loyalty.

Tags: Cable Show, TOA Technologies, WFM, workforce management, routing engine, dynamic scheduling, customer satisfaction, call center software, dispatcher software

TMC talks Clark Crain of Nuspire Networks, and gets a demonstration.

Tags: security, web, alert, wireless, wifi, detection, call center, live, video, monitoring, traffic, router, protection, data, rouge, devices, ipad, iphone, android, ios

After an introduction for me, Dr. Don Brown, a true communications veteran began a presentation which asked where the value was in communications. He explained CEBP and unified communications were terms made up by marketers and he didn’t really like the term buddy list either.

Tags: interactive intelligence,inin,i3,call center,contact center,itexpo,keynote,conference,ip communications,cebp,uc,unified communications,don brown

Tags: PAETEC Chairman and CEO Arunas Chesonis,itexpo,keynote,ip communications,voip,call center,contact center,fax,energy

Tags: shoretel,ceo,john combs,voip,ip communications,call center,contact center,pbx,sip trunking