Unified Communications

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  • Call Center Superheros and More from Call Center Week

    Aspect Blogs
    Christine OBrien
    28 Jul 2014 | 4:00 am
    At Call Center Conference Week, Super Agent Erica reported in person where we had the chance to catch up with many of the attendees and have some great conversations about what goes into creating and delivering a remarkable customer experience. Some of of the things we wanted to know included: What IS the ultimate customer experience? What is one channel or function you’re looking to add to your call center? What kind of “superhero” would it take to swoop in and save the day at your call center? And let’s not forget: “Show me your dissatisfied customer face!” Everyone we spoke…
  • Should You Sell Companies that Actively add Diversity

    Communications and Technology Blog - Tehrani.com
    24 Jul 2014 | 3:42 pm
    Something fascinating is happening in the world of tech. It would seem that based on the comments of some, the entire industry is racist and has somehow avoided lawsuits. As a result of high-profile accusations, Twitter like others in silicon Valley has recently posted that they will start to increase their diversity. They explain they will be more proud of themselves if they are more diverse. Moreover, they will do better financially if more women are in charge. In order to meet these goals they have a plan to actively recruit more minorities and women to their company. Here is the challenge…
  • New Brain-training App Brain+ Launches in U.S., Canada and U.K.

    Comunicano
    Adrianne Buchta
    8 Jul 2014 | 5:01 am
    Outperforms existing apps in user engagement, effectiveness and price COPENHAGEN, Denmark – July 8, 2014 – Brain+, a new brain-training regimen that outpaces existing apps in engagement, effectiveness and economy for users, is being launched today in the United States, Canada and the United Kingdom.  Free to download, Brain+ is available now to iPhone and iPad users through the Apple AppStore.   Brain+ contains a number of scientifically designed yet fun and motivating mind-training games that improve key mental capabilities in the areas of attention, memory, problem…
  • Big bitcoin players are back on iOS now that Blockchain’s Wallet app is live again

    Gigaom
    Biz Carson
    28 Jul 2014 | 12:29 pm
    The company's bitcoin wallet app is back in the App Store after Apple removed cryptocurrency apps earlier this year. Big bitcoin players are back on iOS now that Blockchain’s Wallet app is live again originally published by Gigaom, © copyright 2014. Continue reading….
  • Nashville to Get AT&T Gigabit Services

    IP Carrier
    Gary Kim
    28 Jul 2014 | 10:51 am
    AT&T, which is evaluating 1-Gbps networks in as many as 21 metropolitan markets, has definitely decided to build a gigabit network in Nashville.The AT&T "GigaPower" network will provide services offered over an all fiber network featuring symmetrical upload and download broadband speeds up to 1 Gigabit per second. It is likely AT&T already has concluded that at least some neighborhoods in those 21 metro areas will provide a positive business case for gigabit Internet access, and simply wants expedited permitting and other agreements from cities of the sort Google Fiber has…
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    Communications and Technology Blog - Tehrani.com

  • Should You Sell Companies that Actively add Diversity

    24 Jul 2014 | 3:42 pm
    Something fascinating is happening in the world of tech. It would seem that based on the comments of some, the entire industry is racist and has somehow avoided lawsuits. As a result of high-profile accusations, Twitter like others in silicon Valley has recently posted that they will start to increase their diversity. They explain they will be more proud of themselves if they are more diverse. Moreover, they will do better financially if more women are in charge. In order to meet these goals they have a plan to actively recruit more minorities and women to their company. Here is the challenge…
  • Wearable Tech Expo 2014 Kicking off in NYC

    22 Jul 2014 | 9:18 am
    My team is at the Jacob Javits Center setting up for Wearable Tech Expo 2014 which will take place Wednesday and Thursday of this week. Today, the Fitness and Sports Technology (FAST) event will take place. Here is a photo of some of our team, important links and a schedule which gives you an idea of what is happening. Hope to see you here. Oh, I am moderating the headmonted wearables session at 4:00 pm on Thursday... You won't want to miss it. Important Links FAST HOTEL & TRAVEL AGENDA / SESSIONS SPEAKERS KEYNOTE EVENTS DEMO EVENT NEWSROOM / MEDIA LIST EXHIBITOR LIST  FAST…
  • Top Business Scams to Watch For

    19 Jul 2014 | 3:10 pm
    As a young child I was fortunate enough to get to work with my father and he used to teach me about things to look out for in business. The first story I ever heard about unethical business practices was a company that sent small bills for snow plowing to companies and the accounts receivable departments assumed they were legitimate and just paid them. Only when they sent a bill to an area of the country where there was no snow did they get caught. The premise of the scam was that a company is likely in need of the service you are fictitiously billing for, so there is a high degree of…
  • Meet The TMC Editorial Team Next Week in NYC

    17 Jul 2014 | 2:35 pm
    The TMC and TMCnet editorial team will be in New York next week looking to talk with the best and brightest companies of Silicon Alley and nearby. Come to meet my editors, have your corporate execs interviewed and network with colleagues (food and beverages provided). We'll be there Tuesday, July 22nd from 9:30am – 5:00pm. For more info please reach out the jhernaez (at) tmcnet.com. Tags: nyc, tmc Related tags: Follow me: Facebook Profile Google+ Profile Twitter Profile Related Entries Meet TMC Editorial Team Next Week in Atlanta - Jun 11, 2014 TMC Hiring Editors - Sep 13, 2013 Your…
  • 9 Shocking Facts about the Nasdaq Breach by Russia

    17 Jul 2014 | 2:23 pm
    In October 2010, the FBI determined malware, most likely from an intelligence agency of another country had snuck into the Nasdaq’s central servers. The following facts are the most shocking: Several different groups were operating freely on Nasdaq computers, some of which may have been in the exchange’s networks for years, including criminal hackers and Chinese cyberspies. Basic records of the daily activity occurring on the company’s servers, which would have helped investigators trace the hackers’ movements, were almost nonexistent. The website run by One Liberty…
 
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    Comunicano

  • New Brain-training App Brain+ Launches in U.S., Canada and U.K.

    Adrianne Buchta
    8 Jul 2014 | 5:01 am
    Outperforms existing apps in user engagement, effectiveness and price COPENHAGEN, Denmark – July 8, 2014 – Brain+, a new brain-training regimen that outpaces existing apps in engagement, effectiveness and economy for users, is being launched today in the United States, Canada and the United Kingdom.  Free to download, Brain+ is available now to iPhone and iPad users through the Apple AppStore.   Brain+ contains a number of scientifically designed yet fun and motivating mind-training games that improve key mental capabilities in the areas of attention, memory, problem…
  • iotum Ranks No. 54 on the 2014 PROFIT 50

    Danielle Ross
    12 Jun 2014 | 2:25 pm
    PROFIT magazine unveils 26th annual list of Canada’s Fastest-Growing Companies TORONTO (June 12, 2014) - Canadian Business and PROFIT today ranked iotum, a global leader in reliable and affordable HD audio conferencing, No. 54 on the 26th annual PROFIT 500, the definitive ranking of Canada’s Fastest-Growing Companies. Published in the July issue of Canadian Business and online at PROFITguide.com, the PROFIT 500 ranks Canadian businesses by their revenue growth over five years. iotum made the 2014 PROFIT 500 list with five-year revenue growth of 1,269%. The company recently capitalized on…
  • SPRINT TO USE ITSON SMART SERVICES™ PLATFORM

    Danielle Ross
    11 Jun 2014 | 5:00 am
    Virtualized OSS/BSS Solution Enables Mobile Operators to Offer More Efficient Managed Services, while Reducing Operating Costs REDWOOD CITY, Calif.– June 11, 2014 – ItsOn Inc., the leader in Mobile Smart Services™, today announced that Sprint will use the ItsOn Smart Services™ Platform to enhance Sprint’s mobile network capabilities and enable new types of mobile services. The multi-year agreement provides Sprint with the ability to design and implement granular service policy control for various data, text and voice services using ItsOn’s SaaS cloud solution. Sprint will be…
  • ITSON’S VIRTUAL OSS/BSS PLATFORM NOW AVAILABLE FOR EXISTING MOBILE OPERATOR NETWORKS

    Danielle Ross
    3 Jun 2014 | 9:20 am
    Virtualized Policy and Billing Offers Fast, Flexible Delivery of New Services, Cost Efficiencies REDWOOD CITY, Calif. – June 3, 2014 –ItsOn Inc., the leader in Mobile Smart Services™, today announced commercial availability of its Smart Services Platform™, a powerful OSS/BSS cloud offering. This solution delivers today on the promise of virtualized policy and billing features, functions and services of the future to mobile operators around the world.   The ItsOn integrated smart policy and charging solution enables operators to virtualize service policy control, billing and…
  • Truphone World Paves Way For Business To Be More Productive In 66 Countries

    Adrianne Buchta
    21 May 2014 | 7:01 am
    DURHAM, NC (May 21, 2014) – Truphone, the mobile network operator without country borders, today announced Truphone World, which will give businesses peace of mind as they move across the world’s major business hubs. Truphone customers can now use their mobile devices in 66 countries in exactly the same way as they do at home; with high speed data, high quality calling, and best in class customer service.[1] This move promises to transform the way businesses use mobile phones internationally At the core of this group of 66 nations is an area of eight key countries called the Truphone…
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    Gigaom

  • Big bitcoin players are back on iOS now that Blockchain’s Wallet app is live again

    Biz Carson
    28 Jul 2014 | 12:29 pm
    The company's bitcoin wallet app is back in the App Store after Apple removed cryptocurrency apps earlier this year. Big bitcoin players are back on iOS now that Blockchain’s Wallet app is live again originally published by Gigaom, © copyright 2014. Continue reading….
  • German broadcaster next to build Netflix competitor

    Janko Roettgers
    28 Jul 2014 | 11:48 am
    Netflix will launch in Germany and five other European countries this September, and local broadcasters are scrambling to compete. German broadcaster next to build Netflix competitor originally published by Gigaom, © copyright 2014. Continue reading….
  • Bright Computing takes in $14.5M to push its cluster management smarts

    Barb Darrow
    28 Jul 2014 | 11:12 am
    Fresh funding will fuel expansion of customer support and service for Bright Computing's Linux cluster management software. Bright Computing takes in $14.5M to push its cluster management smarts originally published by Gigaom, © copyright 2014. Continue reading….
  • Airbnb goes B2B, targeting business travelers with new site listings

    Carmel DeAmicis
    28 Jul 2014 | 11:06 am
    Airbnb has launched a search engine specifically for business travelers. The move is a crucial one as the company seeks to grow into its reported $10 billion valuation. Airbnb goes B2B, targeting business travelers with new site listings originally published by Gigaom, © copyright 2014. Continue reading….
  • GM puts wireless charge pads that might actually work with your phone into new Cadillacs

    Kevin Fitchard
    28 Jul 2014 | 10:55 am
    GM's first car capable of charging your smartphone without a cord will be a Cadillac, not a Chevy Volt. It may have taken awhile, but GM has developed a better wireless charging system supporting multiple standards. GM puts wireless charge pads that might actually work with your phone into new Cadillacs originally published by Gigaom, © copyright 2014. Continue reading….
 
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    IP Carrier

  • Nashville to Get AT&T Gigabit Services

    Gary Kim
    28 Jul 2014 | 10:51 am
    AT&T, which is evaluating 1-Gbps networks in as many as 21 metropolitan markets, has definitely decided to build a gigabit network in Nashville.The AT&T "GigaPower" network will provide services offered over an all fiber network featuring symmetrical upload and download broadband speeds up to 1 Gigabit per second. It is likely AT&T already has concluded that at least some neighborhoods in those 21 metro areas will provide a positive business case for gigabit Internet access, and simply wants expedited permitting and other agreements from cities of the sort Google Fiber has…
  • Cambodia Government Wants to Nationalize Mobile Infrastructure

    Gary Kim
    28 Jul 2014 | 10:32 am
    A new Ministry of Posts and Telecommunications draft law in Cambodia proposes to nationalize telecom infrastructure such as cabling networks and towers. If the draft law is approved, telecom companies will have to rely on government-controlled infrastructure providers, after first divesting their networks.The law also apparently would require all operating companies to return their operating licenses as well. You can imagine what such a law, if approved by the National Assembly, is likely to do to the telecom business in Cambodia. 
  • U.S. Broadband Faster, More Available Than in Europe, Study Finds

    Gary Kim
    26 Jul 2014 | 12:48 pm
    On some measures, U.S. consumers have access to, and use, faster Internet access services, more than consumers in Europe, in large part because U.S. policies have encouraged investment, compared to European policies that historically have been more focused on wholesale access to encourage competition. It also would be fair to note that most communities have access to at least two facilities-based providers, a fact that arguably has encouraged investment in upgraded facilities. Google Fiber’s entry also has had a direct impact, encouraging other Internet service providers to drop their…
  • Verizon Wireless Applies Congestion Management for Customers on Unlimited Usage Plans

    Gary Kim
    26 Jul 2014 | 6:43 am
    About 22 percent of Verizon Wireless customers are on unlimited usage plans. Of those customers, about five percent are deemed by Verizon Wireless to be "heavy users" consuming 4.7 Gbytes a month of data, or more.So Verizon now manages data connection speeds for users on unlimited Long Term Evolution 4G plans, at specific cell sites experiencing congestion or high demand, while those heavy users are being served from the congested, or potentially-congested cell sites, while the congestion lasts. The speed management practices are applied to the heavy users only when congestion…
  • High Speed Access Soon Will Be Biggest Revenue Source for Cable TV and Telcos

    Gary Kim
    26 Jul 2014 | 6:23 am
    High-speed data subscriber numbers will surpass video subscribers for Moody's-rated cable companies in the next year, says Karen Berckmann, Moody’s senior analyst. The longer-term revenue and profit impact is a bit unclear at the moment. Video average revenue per customer is higher than that of high speed access--nearly double--but net revenue after paying content costs is nearly the same. Assume a monthly average of about $80 a month for a video subscription. Content providers typically $35 of the billed amount. So “net” revenue for the distributor is about 56 percent, or roughly $45 a…
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    Mark Collier's VoIP/UC Security Blog

  • FBI Private Industry Notification on Telephony Denial of Service (TDoS)

    voipsecurityblog
    12 Jul 2014 | 7:10 am
    The FBI just released another private industry notification to warn enterprises about contined Telephony Denial of Service (TDoS) attacks. The FBI warns that the attacks tend to target hospitals and Public Safety Access Points (PSAPs), the administrative part of a 911 center. Here is a PDF - I don't have a link: Download PIN 20140702-001 The FBI predicts that TDoS will become the go-to attack against any enterprise who is heavily depending upon their voice systems. This includes any enterprise, but in particular, those with public facing contact centers, in the financial, health care,…
  • Firm Avoids a Toll Fraud Charge

    voipsecurityblog
    9 Jul 2014 | 2:49 pm
    Back in 2011, a firm was hit with toll fraud and racked up a $35,000 bill. The firm refused to pay and fought the issue in court. The court found in favor of the firm and ruled that the service provider did not provide adequate security. This is the first time I recall seeing such a ruling in the press. Enterprises and service providers deal with responsibility for toll fraud all the time, with the many different results (service provider takes responsibility for the first issue, both parties cover portions of the cost, and the enterprise covers the cost).  Here is a link to the…
  • Several Articles on VoIP Security by Jon Arnold on Toolbox

    voipsecurityblog
    27 Jun 2014 | 9:47 am
    Jon Arnold made several blog posts on toolbox.com on VoIP security. Here is a link to the latest one, discussing toll fraud: http://it.toolbox.com/blogs/voip-news/two-more-things-to-know-about-toll-fraud-61803 There are several other articles - check them out.
  • Secure Telephony Identity Revisited (STIR)

    voipsecurityblog
    12 Jun 2014 | 1:34 pm
    For those not familiar with STIR, it is an effort (working group) attempting to solve the issue of spoofed calling number (caller ID). It has become so easy to generate calls with random anonymous numbers or specific/targeted spoofed numbers, that the source number has lost most of its value as an indicator of who is calling. This enables some attacks, but more importantly, makes other attacks such as Telephony Denial of Service (TDoS), voice SPAM (robocalls), scams, voice phishing (vishing), and harassing/threatening calls much more of an issue. I just finished attending the 2014 SIP Network…
  • Blast From the Past - Wardialing in 2014 in a VoIP World

    voipsecurityblog
    5 Jun 2014 | 9:29 am
    Here is an interesting article about the relevance and techniques for wardialing in 2014. http://www.freehowtohackwifi.com/general-wifi-hacking/war-dialing/ Wardialing and modems are still a reality despite the wide adoption of VoIP. Also, the available of VoIP at the war dialing tool side, has made this process more effective. Plus, the tools mentioned can be used for a lot of things other than war dialing, including nasty things like looking for second dial tone, IVR behaviors, etc. that can be used for other attacks. I covered how to use tools like WarVOX for these attacks in my Hacking…
 
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    UCStrategies Blog | UCStrategies Blog

  • Pick Your Virtual Doctor!

    Art Rosenberg
    15 Jul 2014 | 9:24 am
                       By Art Rosenberg, The Unified-View/ UC Strategies Expert I have long expected that health care would become an important driver for Mobile UC because patient interactions with health care personnel (doctors, nurses) will require all modes of contact to replace expensive face-to-face visits whenever possible. This recent article in the Los Angeles Times shows that health care is rapidly becoming able to do that. Since health care affects all consumers, once they start exploiting Mobile UC for that purpose, they will rapidly want similar capabilities for all…
  • Managing Multimodal Messaging

    Art Rosenberg
    21 Jun 2014 | 3:37 pm
    There is so much change going on in business communications, it is hard to keep track of what’s real and what’s coming! More importantly, the new stuff has to coexist for a while with our legacy forms of business communications, i.e., text messaging and telephony. That’s why moving business communications to the “clouds” as software will provide both greater flexibility, faster and easier integrations and interoperability, and the ability to support BYOD mobility. I have long maintained that UC must include contacts between automated business processes and…
  • What really is “UC”? – It’s middleware that flexibly connects people and applications

    Art Rosenberg
    11 May 2014 | 5:02 pm
    I am really getting tired of hearing people talk about UC as if it is some kind of product or a single piece of communication software! It’s really a collection of communication software applications that hopefully can all share common network connectivity, user information such as identity, user availability (presence), and contact data (address information). The interoperability part will allow an individual user to independently switch from one mode of input or output interaction to another, while still retaining the same basic context information that all modes of communication…
  • UC Use Case for Airline Travelers

    Art Rosenberg
    31 Mar 2014 | 11:23 am
    Another nail in telephony’s coffin comes from airline travelers who don’t want to be bothered by seatmates talking on their cellphones. Now that the FAA is considering allowing passengers to use their mobile phones for in air communications, it turns out that the majority of travelers, especially business travelers, don’t like that idea at all. The FCC released its analysis of 1,792 comments on the proposed rule change, which showed the majority opposed to the planned change. More importantly, the Global Business Travel Association of over 6,000 travel mangers, went on…
  • User Endpoint Devices Will Be “Dumb” Hardware For Smart “Cloud” Apps

    Art Rosenberg
    23 Mar 2014 | 2:48 pm
    If you are watching what is happening with premise-based business communications and online software applications, you can see them all heading into the “clouds,” where they can be easily integrated and accessed by end users anywhere, any time, in any mode of interaction. This will facilitate the BYOD trend by end uses who will want to use their choice of endpoint form factor device, whether for business or personal interactions with people or business processes. From a security perspective, the “dumber” the device, i.e., the less information that is actually stored on…
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    Unified-View

  • Mobile UC And The PSTN?

    3 Jul 2014 | 12:50 pm
    By Art Rosenberg, The Unified-View/ UC Strategies ExpertThe PSTN is still actively in use but Mobile UC and the Internet is slowly but surely changing the way we work and do business, especially the role of telephony. In addition to enabling business users to dynamically make contact and exchange information in a variety of modes (real-time voice/video, chat, asynchronous messaging, social messaging, automated notifications, etc.) with a single, multimodal, mobile device, they also benefit from having direct access to information, online business applications, and having “contextual”…
  • Business Conversations Need Voice, But Visual Information Too!

    19 Apr 2014 | 9:43 am
    By Art Rosenberg, The Unified-View/ UC Strategies ExpertWith all the new forms of access to text information and messaging, including email, SMS, social, IM, unified messaging, voice-to-text messaging, etc., one wonders what will happen to traditional voice-only conversations over the telephone. Don’t worry too much, because such voice communication contacts are still efficient and important for person-to-person interactions. Whether done over the legacy PSTN, over VoIP connections, or with mobile devices, voice conversations will always be important and necessary. The only thing is that…
  • Is “Unified Communications” Really “Unified Interactions?”

    7 Apr 2014 | 9:05 am
    By Art Rosenberg, The Unified-View/ UC Strategies ExpertAt Micrsoft’s recent Lync conference, Gurdeep Singh Pall, Microsoft’s new head of Lync and  Skype, came up with yet another term for what those two product offerings will do for business communications, i.e., “Universal Communications.” It doesn’t seem to be much of an improvement over what we at  UC Strategies have been calling “Unified Communications” (UC). After all, what is the big difference between “unified” and “universal?” My feeling is that either term is acceptable, but the real problem is that…
  • Video-enabled UC Easier Said Than Done!

    26 Mar 2014 | 12:28 am
    By Art Rosenberg, The Unified-View/ UC Strategies ExpertIf “a picture is worth a thousand words"(spoken or written), what’s a video worth? That’s a good question now, because desktop PCs and smartphones can add video exchanges and videoconferencing to other unified communication (UC) options. The answer, of couse, depends on the individual end user’s information needs of the moment, but making such communications capability a simple “click” to switch to video conferencing is a bit more complicated than voice conferencing.Business communications are moving beyond wired…
  • Visual "Mobile Apps" Replacing Legacy IVR Applications

    24 Mar 2014 | 9:32 am
    Copyright (C) Unified-View, All Rights Reserved.UC is starting to move quickly from internal business communications to end users outside of an organization, i.e., business partners and consumers (customers). UC has also always been more important for mobile users who need the flexibility of UC to support their dynamically changing  environment with the choice of using voice vs. text messaging vs. video.This shift towards UC-enabled mobile customer services is also being reinforced by the increased use of self-service online "mobile apps" that provide flexible  "click-for-asistance"…
 
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    UCStrategies.com Articles Feed

  • Avaya Optimizes Cloud Offerings

    Robbie Pleasant
    28 Jul 2014 | 10:00 am
    Avaya is continuing to strongly push towards cloud migration, with the first of many moves to optimize its solutions and Collaboration as a Service (CaaS) delivery processes through the Avaya Collaboration Cloud.
  • Wearables Take a Turn to Industry

    Michael Finneran
    25 Jul 2014 | 2:32 pm
    The TMC.Net’s Wearable Tech Expo took place in New York this week; this is the second year I attended the expo, and I found a very different line-up than last year. With the consumer market stalled in the starting gate, the emphasis shifted to potential enterprise sales.
  • The Race For UC In The Cloud – Is Avaya Too Late?

    Jon Arnold
    24 Jul 2014 | 7:30 am
    With UC touching all ends of the communications spectrum, this is very much about what is best for IT and decisions about network infrastructure. The broader the discussion becomes about what UC could do for your business, the bigger the questions become about your network and the deployment model for UC.
  • Economic Impact of Broadband – Small Business View

    Roberta J. Fox
    23 Jul 2014 | 8:10 am
    We advise regional governments to really consider how infrastructure investments should not just be applied to building roads and shopping centers. They should be investing significantly more to include communications highways with the fastest, most reliable network technology available.
  • Will UC Dealers Exist in a Cloudy World?

    Dave Michels
    21 Jul 2014 | 2:34 pm
    The cloud represents the biggest threat to the traditional channel, and at the most risk are VARs that service small and medium businesses.
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    Plum Voice » Blog

  • Surveys: The PR Nightmare Vaccine

    Charlie Smith
    25 Jul 2014 | 10:22 am
    Share This: When thinking of surveys, it’s important to remember what they actually are: data. Surveys yield data that helps us make informed decisions on […] …read more The post Surveys: The PR Nightmare Vaccine appeared first on Plum Voice.
  • Slideshare: Eliminate Call Queues & Never Put Customers On Hold

    Charlie Smith
    16 Jul 2014 | 11:21 am
    Share This: No one likes waiting on hold, especially for mundane tasks like checking an account balance. Here’s a SlideShare deck with five ways to […] …read more The post Slideshare: Eliminate Call Queues & Never Put Customers On Hold appeared first on Plum Voice.
  • The Next Iteration of Self-Service

    Charlie Smith
    8 Jul 2014 | 8:01 am
    Share This: Once we acknowledge that the measurable, objective job might be taken by an app, we have to make service dramatically better than self-service, […] …read more The post The Next Iteration of Self-Service appeared first on Plum Voice.
  • People Don’t Mind Talking to Computers, Really

    Charlie Smith
    27 Jun 2014 | 1:30 pm
    Share This: Peter Theis, ‘father of the automated switchboard’ and Public Enemy Number 1 for everyone who dislikes automated phone systems, talking with the LA […] …read more The post People Don’t Mind Talking to Computers, Really appeared first on Plum Voice.
  • 3 Reasons to Take Customer Feedback on the Chin and Like It

    Charlie Smith
    25 Jun 2014 | 3:16 pm
    Share This: Have you ever been at a restaurant and had the server ask you this as you’re finishing your meal? If you’ve enjoyed your […] …read more The post 3 Reasons to Take Customer Feedback on the Chin and Like It appeared first on Plum Voice.
 
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    NFC World+

  • Zuckerberg: Facebook is working on payments but it will take time to get it right

    Rian Boden
    28 Jul 2014 | 6:29 am
    Facebook is looking into the potential of adding payments capabilities across its business, CEO Mark Zuckerberg has explained during the company’s first earnings call following the hiring of PayPal boss David Marcus to head its... Read the rest of Zuckerberg: Facebook is working on payments but it will take time to get it right at NFC World+.
  • Starbucks now processes six million mobile payments a week

    Rian Boden
    28 Jul 2014 | 5:30 am
    Coffee chain giant Starbucks now has 12 million active users of its mobile app in the US and Canada alone. Customers make six million mobile payments a week — representing more than 15% of all... Read the rest of Starbucks now processes six million mobile payments a week at NFC World+.
  • Hillshire sells more sausages with BLE beacons

    Rian Boden
    28 Jul 2014 | 5:05 am
    A national in-store mobile marketing campaign that used Bluetooth Low Energy (BLE) beacons and geofencing technology to drive sales and awareness of American Craft Link Sausages has seen a 20-fold increase in purchase intent by those... Read the rest of Hillshire sells more sausages with BLE beacons at NFC World+.
  • Amazon to enter mPOS market?

    Sarah Clark
    28 Jul 2014 | 4:45 am
    An Amazon Card Reader will be available from next month costing US$9.99, according to internal documents from office supplies retailer Staples obtained by 9to5Mac. The new product will be located “alongside existing card readers from... Read the rest of Amazon to enter mPOS market? at NFC World+.
  • Motherboard leak fuels iPhone NFC rumours

    Sarah Clark
    28 Jul 2014 | 4:35 am
    French website NoWhereElse has posted images from a source in China of what is believed to be the motherboard for Apple’s next iPhone, expected to be introduced in September. The device will include NFC, the... Read the rest of Motherboard leak fuels iPhone NFC rumours at NFC World+.
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    Aspect Blogs

  • Call Center Superheros and More from Call Center Week

    Christine OBrien
    28 Jul 2014 | 4:00 am
    At Call Center Conference Week, Super Agent Erica reported in person where we had the chance to catch up with many of the attendees and have some great conversations about what goes into creating and delivering a remarkable customer experience. Some of of the things we wanted to know included: What IS the ultimate customer experience? What is one channel or function you’re looking to add to your call center? What kind of “superhero” would it take to swoop in and save the day at your call center? And let’s not forget: “Show me your dissatisfied customer face!” Everyone we spoke…
  • Live Voting at Conferences: Innovative Ways of Using Traditional Customer Care Channels

    Tobias Goebel
    25 Jul 2014 | 4:00 am
    While we at Aspect are known for providing technology solutions to improve the customer experience and make it easy for businesses to engage with their customers, we are also known for innovation. When we planned our annual customer summit, Aspect Customer Experience (ACE), a little while ago, we put our heads together and thought of new and exciting ways to put our automation technology to use: IVR, SMS, mobile Web, Twitter, our cloud… We came up with the idea of creating a live voting service, where members of the audience could answer a question posed by the speaker on stage. So…
  • It’s Game Over for Banks if Customer Protection is Not Improved

    Guy Cooper, GM Qivox
    22 Jul 2014 | 5:27 am
    Earlier this month, another attempted resurgence of the infamous GameOver Zeus and CryptoLocker viruses, which have infected over 200,000 computers worldwide since April, reminded consumers not to let their guard down when it comes to safeguarding personal information online. Criminals use viruses to gain access to personal data through phishing emails – emails dressed up to look as though they’ve been sent by a reputable bank or other trusted institution – taking control of computer files that have banking and financial information. If that fails, the virus encrypts all the files on a…
  • Happy Agents, Better Customer Service [INFOGRAPHIC]

    Tim Dreyer
    18 Jul 2014 | 4:00 am
    It’s amazing how much more productive you can be when you’re happy. Distractions and bad moods have a way of breaking your focus and keeping you away from tasks you need to get done. It’s really no different for customer service agents. A recent article in DestinationCRM noted that research has shown that an agent’s perceived happiness directly affects the satisfaction of the customer they are talking to. Two thirds of those customers surveyed said that their experience with a customer service agent significantly affects how they feel about the brand. Erica’s infographic below has…
  • Are You Ready and Protected for Paym Mobile Payments?

    Guy Cooper, GM Qivox
    17 Jul 2014 | 4:00 am
    The financial services sector has encountered many changes over recent years, making it hard to keep up with ever-evolving customer needs while patching new technology on top of existing legacy systems. However, providers in this sector cannot be dismissed as being behind the times, and they certainly cannot be accused of not trying. Keeping up with demand is not easy, and the financial services sector – particularly banking – has generally embraced the changes of customer contact and engagement by offering multiple channels to satisfy customer needs. It’s not enough though, banks are…
 
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    GetVoIP: Communications Solutions Guide

  • 10 Things You Can Do With Jive Communications That You Can't With ShoreTel Sky

    Robert Pepper
    24 Jul 2014 | 10:52 am
    Hosted VoIP providers give many of the same PBX features associated with Fortune 500 companies. As VoIP becomes more and more mainstream, users have come to expect more from their VoIP provider. In turn, most providers step up and give more features at the same low price. Figuring out which provider is best for you can sometimes mean knowing the small differences between providers that have a... Read More
  • CEO Showdown: 6 Types of Toxic CEOs You Never Want To Be [Infographic]

    Reuben Yonatan
    22 Jul 2014 | 2:54 pm
    Landing the top job as Chief Executive Officer is a lofty goal for many businesspeople. With power, stratospheric salaries, and international influence on offer, the position of CEO is hugely attractive to many. But successfully captaining a company requires strong qualities of leadership, cooperation, wisdom, and vision. It’s a big ask for a big job, and that particular combination can be... Read More
  • WebEx vs. GoToMeeting: Better Buy For $50/mo

    Charles Samuel
    9 Jul 2014 | 9:59 am
    Web conferencing has gone from being a luxury for businesses to being a necessity. In the traditional business meeting model, getting a team together required scheduling trips to that everybody could eventually meet up in one room. Over the last few years, however—with the advancements in technology and the rise of mobile—things are changing. Two of the major web conferencing... Read More
  • Top 10 Data Centers To Work For In 2014

    Charles Samuel
    8 Jul 2014 | 8:09 am
    As the need grows for enterprises store their massive amounts of data, the demand also grows for the physical and virtual data centers that can house all this data. The growth seen in the data center industry is one that prospective job-seekers should pay close attention to; challenging, fresh opportunities abound if you know where to look. We've taken a look at Glassdoor to check out... Read More
  • 15 Great Presentations on Effective Business Communication

    Charles Samuel
    1 Jul 2014 | 6:01 am
    Communication can either be a company's spark plug for innovation or what throws it entirely off course. Leaders must know when to be thorough and when to mince their words. Luckily, there are plenty of resources available online that can help. We've put together a list of the 15 presentations that best explain what to look for in effective business... Read More
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