Unified Communications

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  • First Unified Communications panel at ISE - AV Magazine

    UNIFIED COMMUNICATIONS - Google News
    30 Jan 2015 | 4:38 pm
    First Unified Communications panel at ISEAV MagazineFree to attend session will be chaired by industry specialist, Tim Albright, CTS at Innovad, Innovations & Design and hosted by Kramer Electronics. The Future solutions for productive and effective team collaboration – delivered now panel session be
  • IBM, Mitel, Wearable Tech round out Latest ITEXPO News

    Communications and Technology Blog - Tehrani.com
    29 Jan 2015 | 7:50 am
    Its been an amazing ITEXPO so far - wow. In case you missed some of the happenings from day 1, here are the articles written by our Content Boost team. Enjoy! Also, here is some news from the preconference day.Finally, there are some photos from the event as well to give you more flavor. IBM's Gurvinder Ahluwalia Talks Overcoming IoT Challenges at ITEXPO Keynote Introducing weBoost: New Identity, Name but Same Core Products Is Wearable Technology Headed for the Enterprise? ITEXPO Panelists Discuss What's in a Brand ITEXPO Oracle Keynoter Talks Vendor, Enterprise Customer Relationships Panamax…
  • Phoenix Fire Department To Use Sonim XP7 Smartphones For Big Game Emergency Preparedness

    Comunicano
    Danielle Ross
    29 Jan 2015 | 11:43 am
        Pilot program to test ultra-rugged LTE Android devices for their durability, battery life and next generation public safety applications   SAN MATEO, Calif. – Jan. 29, 2015 — Sonim Technologies, maker of the world's toughest mobile phones for public safety applications and use in extreme environments, said today that firefighters from the Phoenix Fire Department will use the company’s ultra-rugged XP7 LTE Android smartphones for emergency preparedness in their deployment around Sunday’s Big Game in downtown Phoenix. Sonim said it is supplying XP7 Band Class…
  • British securocrats try to sneak in Snooper’s Charter yet again

    Gigaom Search
    David Meyer
    31 Jan 2015 | 2:16 am
    Earlier this month, four U.K. lords tried to sneak the text of a rejected piece of legislation popularly known as the Snooper's Charter into a new anti-terror bill. After debate in…
  • Dish Network is Surprise Winner in AWS-3 Spectrum Auction

    IP Carrier
    Gary Kim
    30 Jan 2015 | 1:02 pm
    AT&T spent $18.2 billion to acquire AWS-3 spectrum; Dish Network won $13.3 billion; Verizon bought $10.4 billion worth of rights and T-Mobile US committed $1.7 billion in recently-completed auctions of 700-MHz spectrum. AT&T seems to have won most of the 10 MHz by 10 MHz allocations nationwide, while the other bidders mostly won the 5 MHz by 5 MHz allocations. Dish Network perhaps was the surprise, committing the second-largest amount of money in the auction. The issue now becomes whether Dish Network will commit to building a new mobile network, or will sell the spectrum rights to…
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    UNIFIED COMMUNICATIONS - Google News

  • First Unified Communications panel at ISE - AV Magazine

    30 Jan 2015 | 4:38 pm
    First Unified Communications panel at ISEAV MagazineFree to attend session will be chaired by industry specialist, Tim Albright, CTS at Innovad, Innovations & Design and hosted by Kramer Electronics. The Future solutions for productive and effective team collaboration – delivered now panel session be
  • Daisy Group acquires unified communications provider Damovo UK - Manchester Evening News

    30 Jan 2015 | 2:06 am
    Manchester Evening NewsDaisy Group acquires unified communications provider Damovo UKManchester Evening NewsAs a strategic technology partner of Cisco, Mitel and Microsoft, its portfolio includes unified communications and collaboration, enterprise networks, contact centres, as well as cloud services and global managed services. With growth in its enterprise Daisy Group acquires Damovo UKChannel ProDaisy snaps up Damovo in enterprise pushCRN - UKOakley acquires Damovo Europeunquote news (subscription)all 12 news articles »
  • Research and Markets: Mobile Unified Communications and Collaboration ... - Business Wire (press release)

    29 Jan 2015 | 5:02 am
    Research and Markets: Mobile Unified Communications and Collaboration Business Wire (press release)The global mobile Unified Communications and Collaboration market is expected to grow from $5.15 billion in 2014 to $17.38 billion by 2019, at a Compound Annual Growth Rate (CAGR) of 27.5% during the forecast period 2014 -2019. The overall size of the ...and more »
  • First Unified Communications Panel at ISE 2015 - ITCM

    29 Jan 2015 | 2:19 am
    First Unified Communications Panel at ISE 2015ITCMSet to be an ISE 2015 show highlight, the Future solutions for productive and effective team collaboration – delivered now panel session be held in the Unified Communications Theatre, on Wednesday, 11 February, Hall 9.A140 between 16:00 – 17:00.and more »
  • eircom Selects CounterPath Unified Communications for Call Center Deployments - PCC Mobile Broadband

    28 Jan 2015 | 9:44 pm
    eircom Selects CounterPath Unified Communications for Call Center DeploymentsPCC Mobile BroadbandBringing unified communications into the eircom Customer Care call center will ultimately provide a better experience for both our employees and customers. We chose CounterPath technology not only for its unmatched UC experience but because Bria ...and more »
 
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    Communications and Technology Blog - Tehrani.com

  • IBM, Mitel, Wearable Tech round out Latest ITEXPO News

    29 Jan 2015 | 7:50 am
    Its been an amazing ITEXPO so far - wow. In case you missed some of the happenings from day 1, here are the articles written by our Content Boost team. Enjoy! Also, here is some news from the preconference day.Finally, there are some photos from the event as well to give you more flavor. IBM's Gurvinder Ahluwalia Talks Overcoming IoT Challenges at ITEXPO Keynote Introducing weBoost: New Identity, Name but Same Core Products Is Wearable Technology Headed for the Enterprise? ITEXPO Panelists Discuss What's in a Brand ITEXPO Oracle Keynoter Talks Vendor, Enterprise Customer Relationships Panamax…
  • ITEXPO Miami 2015 Preconference News

    28 Jan 2015 | 12:52 pm
    Regardless of whether you made it to ITEXPO in Miami or not - these are some of the important happenings at the show produced by the team at TMC's Content Boost dicision which provides news, white papers and more for companies in every industry. Hope you find them useful. Speakers Discuss Content Marketing From the Ground Up at ITEXPO   Content Boost Returns for Content Marketing Workshops at ITEXPO 2015   Sangoma Stops by ITEXPO 2015 to Discuss Its New Strategic Acquisitions   Dog Hunter Sees IoT Use Cases Expanding in Years to Come     Pitch and Pivot Founder…
  • Jeff Pulver, Andy Abramson, Craig Walker, Alon Cohen, Mike Tribolet, Andy Voss and Danny Windham at ITEXPO Next Week

    19 Jan 2015 | 2:54 pm
    Panel to celebrate 20 years of IP communications/VoIP and discuss its future. Next week at the 29th ITEXPO, I get the pleasure of moderating a panel with some super heavy hitters in the world of communications. Craig Walker is the man behind Dialpad Communications – the dotcom sensation as well as GrandCentral Communications and UberConference. Basically, he was responsible for the communications systems Yahoo! and Google provide us today and more. Jeff Pulver is famous for lots of things such as being the founder of Vonage, launching the super-successful VON tradeshows – as…
  • ITEXPO will help Explain the Coming Cloud Upgrade

    16 Jan 2015 | 12:02 pm
    The cloud is changing how technology is bought, sold and used. The very economics of business have shifted as a result. When Yahoo! launched, it needed boatloads of multimillion dollar Sun Microsystems servers just to have the computing capacity needed to deliver services. Now, companies can just pay as they go and purchase as much cloud as they need to get a job done. They don’t have to build a data center months or years in advance to deal with the potential new business. Yet, as much as we hear about cloud innovation impact on business, we don’t often hear about the…
  • WebRTC Expo San Jose 2014 Interviews

    15 Jan 2015 | 10:37 am
    Are you interested in WebRTC but yet you missed the largest event in the space, WebRTC Expo a few months back in San Jose? If so, I have great news for you as all the video interviews from the show are now available to you.I assembled links below to make it easy to access them all.Enjoy. Acision Anymeeting Aspect Software CafeX Comunicano Daitan Group Dialogic Frozen Mountain Genband InGate Kurento Medweb OnSip Oracle Plantronics Sonim Sonus Videotion Vidyo Voice4net Tags: call center, conference, contact center, ip communications, voip, webrtc Related tags: webrtc Follow me: Facebook Profile…
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    Comunicano

  • Phoenix Fire Department To Use Sonim XP7 Smartphones For Big Game Emergency Preparedness

    Danielle Ross
    29 Jan 2015 | 11:43 am
        Pilot program to test ultra-rugged LTE Android devices for their durability, battery life and next generation public safety applications   SAN MATEO, Calif. – Jan. 29, 2015 — Sonim Technologies, maker of the world's toughest mobile phones for public safety applications and use in extreme environments, said today that firefighters from the Phoenix Fire Department will use the company’s ultra-rugged XP7 LTE Android smartphones for emergency preparedness in their deployment around Sunday’s Big Game in downtown Phoenix. Sonim said it is supplying XP7 Band Class…
  • SONIM TECHNOLOGIES LAUNCHES ULTRA-RUGGED DEVELOPER NETWORK

    Danielle Ross
    13 Jan 2015 | 5:00 am
      New Platform from Maker of World’s Toughest Smartphones Enables Development of Mission Critical Applications for Public Safety, Rugged Industrial Enterprises   SAN MATEO, Calif. – Jan. 13, 2015 – Sonim Technologies, maker of the world’s toughest smartphones for extreme environments, today launched its Ultra-Rugged Developer Network, a superior platform for developers to enhance the reliability and usability of apps in extreme work environments.  The platform is targeted at best-in-class app developers who focus on rugged-workforce productivity and safety. It offers…
  • Sonim Technologies’ Indiegogo Campaign Passes Goals

    Adrianne Buchta
    18 Dec 2014 | 10:15 am
    Goal Passed, Sonim has Explorers in 33 Countries Who Embrace Worlds’ Most Ultra-Rugged Smartphone SAN MATEO, Calif. -- Dec. 18, 2014 — Sonim Technologies, Inc. today announced that over the weekend it has surpassed its initial goal of raising $150,000 through sales of the Limited Edition Sonim XP7 Extreme™ Android smartphone in anIndiegogo campaign.  Sonim’s campaign, which ends Jan. 6, 2015, has sold Sonim’s ultra-rugged smartphones to new, active explorers in 33 countries. “Through Indiegogo we’ve been able to connect with consumers around the world using a new,…
  • FreedomVoice Achieves Platinum Level as Polycom Choice Partner

    Danielle Ross
    2 Dec 2014 | 3:23 pm
     Encinitas, Calif. – DEC. 2, 2014 – FreedomVoice, a leading provider of hosted communications services for small and mid-size businesses, today announced it has been named a Platinum Level Polycom Choice Partner by Polycom, Inc. Now organizations that want world-class telephony services can turn to FreedomVoice’s nationwide network of managed service provider (MSP) partners for customized, hosted solutions that address their unique needs. Polycom’s award-winning Choice Partner Program emphasizes skills development, specialization and other value-added activities. The Platinum…
  • SONIM TECHNOLOGIES (TM) TO USE INDIEGOGO TO ENTER ACTIVE SPORTS MARKET; LIMITED-EDITION RUGGED XP7 EXTREME (TM) SMARTPHONE TO GO ON SALE NOV. 25

    Adrianne Buchta
    25 Nov 2014 | 11:02 am
    Sonim Leveraging New Route to Reach Consumers  SAN MATEO, Calif. (Nov. 25, 2014) – Sonim Technologies, Inc.TM today announced the start of the Limited Edition Sonim XP7 ExtremeTM Android Smartphone crowdfunding campaign on Indiegogo. The rewards-based program targets active-sports enthusiasts who need a smartphone that meets their demanding lifestyle and can stand up to the most rigorous conditions that they may encounter. Sonim, best known for making the toughest mobile phones used by people who work in extreme environments, chose Indiegogo to reach the site’s rapidly expanding…
 
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    IP Carrier

  • Dish Network is Surprise Winner in AWS-3 Spectrum Auction

    Gary Kim
    30 Jan 2015 | 1:02 pm
    AT&T spent $18.2 billion to acquire AWS-3 spectrum; Dish Network won $13.3 billion; Verizon bought $10.4 billion worth of rights and T-Mobile US committed $1.7 billion in recently-completed auctions of 700-MHz spectrum. AT&T seems to have won most of the 10 MHz by 10 MHz allocations nationwide, while the other bidders mostly won the 5 MHz by 5 MHz allocations. Dish Network perhaps was the surprise, committing the second-largest amount of money in the auction. The issue now becomes whether Dish Network will commit to building a new mobile network, or will sell the spectrum rights to…
  • Would Verizon and AT&T Consider a "Use Best Network" Approach on Steroids?

    Gary Kim
    30 Jan 2015 | 7:54 am
    It looks as though we might relatively soon get new tests of the value of network agnostic accessIf Google launches its own mobile service, relying on Wi-Fi, Sprint and T-Mobile US networks we might start to get a sense of how 5G mobile networks will operate, aggregating the best access “available right now.” Whether that devalues or enhances the value of any specific retail operator’s offering remains to be seen, though 5G supporters obviously believe such “any network” access will enhance value for any retail mobile services provider. Comcast is expected to do something along…
  • BT to Lean on G.fast to Boost High Speed Access to 500 Mbps

    Gary Kim
    30 Jan 2015 | 5:58 am
    BT plans to boost high speed access to as much as 500 Mbps, to most U.K. homes, within a decade, with fiber to home gigabit service also being made available.By about 2020, BT expects to have boosted speeds to “a few hundred megabits per second to millions of homes and businesses by 2020,” BT says.Speeds will then increase to around 500 Mbps as the new “G.fast” implementation of digital subscriber line technology improves.G.fast deployment will start in late 2016 or early 2017, BT now believes. Since 1998, DSL speeds have grown by two orders of magnitude (100 times), so long as copper…
  • What Does Market Signal About Need for Heavier AT&T Regulation?

    Gary Kim
    30 Jan 2015 | 5:22 am
    Are tier-one telcos behemoths with power to stifle other competitors, or business-challenged entities barely able to cope with the magnitude of changes in their core businesses?It is a question that goes to the heart of assessments about “what is to be done” about supplying and enhancing high speed access, mobile and other essential services. The reason is simple: if tier-one telcos are dangerous potential monopolists, regulators have to be on guard against abuse of market power. But if tier-one telcos are fundamentally challenged, different policies are called for.European regulators…
  • Apple Catches Samsung in Smartphone Market Share

    Gary Kim
    29 Jan 2015 | 1:43 pm
    Apple has pulled nearly even with Samsung in smartphone shipments, International Data Corp. now reports. Having spent 11 quarters prior to the fourth quarter of 2014 as the number two smartphone vendor in terms of shipments, Apple just 600,000 units fewer than Samsung in the fourth quarter. In the same quarter of 2013, Apple trailed Samsung by more than 33 million units.IDC also reported that smartphone vendors shipped a total of 375.2 million units during the fourth quarter of 2014, representing 28.2 percent growth year over year.Sequential growth was about 12 percent.Samsung had 20 percent…
 
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    UCStrategies.com Articles Feed

  • Skype for Business – a Name That is Too Long?

    Phil Edholm
    30 Jan 2015 | 11:55 am
    I was doing a write up recently about Microsoft Lync, nee Skype for Business, and realized that this name change, while great for Microsoft, is really bad for those of us who write about enterprise UC. I am going to make a suggestion to us as an enterprise UC industry. The suggestion is that we use “SkypeB” to describe the Skype for Business product and SkypeC to describe the Skype for Consumer version.
  • Notes from ITExpo: VoIP at 20 and Why the Best is Yet to Come for UC

    Jon Arnold
    29 Jan 2015 | 7:21 am
    There is little doubt that UC has great utility, but to be fair it is often overshadowed by more powerful trends – namely mobile broadband and the cloud – around which UC must adapt. While VoIP has only ever needed to worry about telephony, this is just one of many modes that UC seeks to integrate to create a new experience for driving productivity.
  • UCC Still Needs Interoperability, Integration, and Federation

    Blair Pleasant
    28 Jan 2015 | 7:00 am
    Ask any current or potential unified communications (UC) customer what the biggest challenges are, and chances are the issues of interoperability and federation will be mentioned. Damaka, which developed Amadeo to fill the need for simplifying UCC deployment while eliminating interoperability issues and increasing collaboration.
  • Deployment Services for Lync – What Experience Tells Us

    Joseph Williams
    26 Jan 2015 | 7:00 am
    Brent Kelly and Marty Parker wrote an excellent piece in UCStrategies this month that included a look at how to model TCO for Lync deployments. One takeaway I hope you got from their insights is that the deployment of Lync is generally complicated. Barb Grothe made this point several times in her blogs about Lync deployment over on No Jitter last summer.
  • Ensuring a Quality Wi-Fi Voice Experience for Lync

    Michael Finneran
    21 Jan 2015 | 7:00 am
    While Microsoft has long earned a prime spot in Gartner’s Leader’s Quadrant for unified communications, in 2014 it moved up to the Leader’s Quadrant for corporate telephony as well. With millions of users on Lync for instant messaging and presence and the need for fully unified communications solutions, it is no wonder that more and more organizations are looking to Lync to provide their voice communications as well. As with any voice over IP solution, one of the bigger challenges many IT departments face is how to deliver business-grade voice communications to mobile as well as wired…
 
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    NFC World+

  • Join NFC World for a free workshop on tokenization

    Mike Clark
    30 Jan 2015 | 6:36 am
    The next event in NFC World’s free educational webinar series will be held at 15:00 GMT on Tuesday 17 February when mobile payments expert David Worthington from Bell ID will explain how tokenization works and... Read the rest of Join NFC World for a free workshop on tokenization at NFC World+.
  • One in four online transactions are now mobile

    Rian Boden
    30 Jan 2015 | 6:05 am
    Over a quarter (25.8%) of the world’s online transactions now take place on a mobile device, up from 23.3% in the third quarter of 2014 and 37% up on the 18.8% recorded in the fourth... Read the rest of One in four online transactions are now mobile at NFC World+.
  • Norwegian carriers pick Amdocs for mobile payments

    Rian Boden
    30 Jan 2015 | 6:03 am
    Strex, the mobile payments joint venture between Norwegian carriers Telenor, TeliaSonera and Tele2, has selected software and services provider Amdocs’ Mobile Financial Services solution to “consolidate the operators’ multiple SMS-based payment systems into one” mobile... Read the rest of Norwegian carriers pick Amdocs for mobile payments at NFC World+.
  • MassDOT tests mobile tickets

    Rian Boden
    30 Jan 2015 | 5:45 am
    The Massachusetts Department of Transportation (MassDOT) has begun a pilot test of BusPlus, a mobile ticketing service developed by Bytemark that provides customers of intercity private bus operators the ability to purchase and store transit... Read the rest of MassDOT tests mobile tickets at NFC World+.
  • Spanish airline lets customers tap to add contactless card to app

    Rian Boden
    29 Jan 2015 | 7:07 am
    Passengers can now add a payment card to Spanish low-cost airline Vueling’s app and use it to pay for flights, just by tapping a contactless credit card to their NFC phone. Those without an NFC... Read the rest of Spanish airline lets customers tap to add contactless card to app at NFC World+.
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    RingCentral Connect

  • RingCentral Now Integrates with Google for Work

    Richard Borenstein
    29 Jan 2015 | 5:31 am
    Today is an exciting day that marks a big step forward for RingCentral. Our flagship product RingCentral Office now integrates with Google for Work, a suite of tools that includes Gmail and Google Docs. Why is this important?  Here at RingCentral, we’ve set out to redefine business communications by eliminating the expense and complications of […] The post RingCentral Now Integrates with Google for Work appeared first on RingCentral Connect.
  • Building Your First App with RingPlatform

    Anton Nikitin
    28 Jan 2015 | 6:01 am
    Are you thinking about building your first app using RingPlatform? Here is a quick guide on what you can expect through the journey. An app is a self-contained program that leverages RingPlatform to either integrate with another business application or to customize RingCentral to the specific needs of your organization. For this post we will […] The post Building Your First App with RingPlatform appeared first on RingCentral Connect.
  • 10 Brands Rocking Tumblr

    Ekaterina Walter
    27 Jan 2015 | 5:38 am
    It might be easy to overlook blogging site Tumblr when you’ve already committed to the large profile social media sites. Mashable recently reported that just 31 of the top 100 brands are on Tumblr. But for the brands who have invested the time in getting to know the advantages of the platform, it has proved […] The post 10 Brands Rocking Tumblr appeared first on RingCentral Connect.
  • Top 7 Business Productivity Apps To Consider in 2015

    Shezagary
    26 Jan 2015 | 5:05 am
    The tried and true words of wisdom say that you get what you pay for. Usually this is true, but what about today in the growing digital age? Is this always true? There are many amazing apps and tools that are readily available to help business of all sizes better manage, market, and grow – […] The post Top 7 Business Productivity Apps To Consider in 2015 appeared first on RingCentral Connect.
  • Latest 7.0 Launch Delivers Quality and Flexibility in Business Communications

    Carolyn Shmunis
    22 Jan 2015 | 8:58 am
    We are pleased to announce that our 7.0 launch, for RingCentral Office, Professional and Fax users, is happening today!  Our mission at RingCentral is to continue enhancing business communications with quality, value and flexibility. Here are some the the latest updates and enhancements RingCentral customers will now experience. RingCentral for Desk We are excited to present […] The post Latest 7.0 Launch Delivers Quality and Flexibility in Business Communications appeared first on RingCentral Connect.
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    Aspect Blogs

  • Off to a Healthy Start

    Kathleen Schroeder
    30 Jan 2015 | 4:52 am
    By Kathleen Schroeder and Healthcare Intelligence January is National Birth Defect Prevention month. How are you helping your expectant mothers minimize birth defects? According to HealthSparq, provider-specific studies show that proactive patient engagement leads to a 30% increase in care plan adherence. Care plan adherence through patient education and regular contact with a primary care team is the first step to promoting healthy living throughout a woman’s formative years leading up to a pregnancy. After a woman discovers that she is pregnant, she needs information to help her progress…
  • How to Put On an Aspect Analyst Summit

    Tim Dreyer
    28 Jan 2015 | 9:30 am
              How can you make an industry analyst in the contact center space love you and your company? That’s a trick question. You can’t. The better question is how can you engage them so they know what is new, cool and exciting about your company? Here are a few tips to consider: Take them to a cool place. Cape Cod, cool. Cancun, cooler. Procure and secure the right equipment you need to present your story effectively. Something will go wrong inevitably (it did), but prepare for worst and hope for the best. But remember, your idea of ‘best’ does not always…
  • Mobile Self-Service Helps Put a Hold on Customer Hold Times

    Yin Warren
    27 Jan 2015 | 4:00 am
    One of the top consumer complaints when calling contact centers for service is long hold times. The longer consumers wait the more frustrated they become. And if they get frustrated enough they lose patience, abandon calls and take their business to competitors. However, it’s not easy to balance agent staffing levels to always match call volumes. It’s inevitable that customers will have to wait for service at times, but there are better ways to handle these unfortunate situations. One option is to improve the customer hold time by reducing wait times and allowing customers to use wait…
  • Is Your Contact Center Catering to Millennials?

    Christine OBrien
    23 Jan 2015 | 12:58 pm
    The millennials are coming. By 2015, millennials—76 million strong—will have a combined purchasing power of $2.45 trillion worldwide, according to a recent study conducted by the Center for Marketing Research at the University of Massachusetts Dartmouth. When millennials are looking to interact with companies/brands online, Facebook is the most popular platform as 62 percent “like” at least one brand on the social media network. Also consider the fact that the majority of Twitter users are between 18-29 years-old. Born and raised in the golden age of technology, millennials consume…
  • Benchmarking reveals customers’ growing preferences for self-service

    Rebecca Anderson
    19 Jan 2015 | 4:00 am
    You’ve likely heard of, if not tried Siri, Cortana, the Lowes robot (OSHbots) or Amazon’s Echo. These virtual assistants are only becoming more popular and more relied on. Whether it is reporting the traffic or identifying the proper stain for new cabinets, the basic purpose behind each is to help consumers to help themselves. Attempting alternate methods of customer service before contacting a live agent is nothing new. We “Google it,” look up a tutorial on YouTube or crowd source our query through Twitter or Quora. We believe that we can do simple tasks faster and possibly better…
 
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    SPS blogs

  • Next-Generation Customer Engagement

    Domenick Wissel
    20 Jan 2015 | 9:00 pm
    Posted by:: Michael LeugsContact CenterSPS’s Mike Taylor (CTO and VP of Emerging Technologies) has published an article in this month’s issue of CIO Review: “Are You Prepared for Next Generation Customer Engagement.” Here’s a taste! Read the complete article in the online edition (see page 40). There is little doubt that delivering a superior customer experience is now far more complex than at any other time in history. Improving the customer experience, customer loyalty and ultimately customer lifetime value are top priorities for most organizations, yet the complexity of…
  • Customer Delight or Effortless Experience?

    Domenick Wissel
    23 Dec 2014 | 5:15 am
    Posted by:: Dustin DonaldsonContact CenterIn our previous blog, we introduced the idea that making customer interactions effortless is a better goal than customer satisfaction or delight.  Let’s look at a couple examples: Example One Bob Kent, a photographer: “I was posting pictures of a trip with friends to a photo share/print website that will remain nameless. I use a professional DLSR camera, so my files are larger than most iPhone camera images, and uploads can takes a while. The share site was uploading my files, saying everything was hunky dory. After 15 minutes, it said it…
  • Is Delighting Customers the Wrong Goal?

    Domenick Wissel
    22 Dec 2014 | 5:10 am
    Posted by:: Bob KentContact CenterAre contact centers doing the wrong thing by trying to delight customers?  Are we chasing the wrong Holy Grail? (Pretty provocative question, hey?) A recent experience led us to think a little differently about customer service. Terri Voden, one of our favorite contact center directors, recently led a group exercise based on a book titled “The Effortless Experience” by Matthew Dixon, Nick Toman and Rick DeLisi. This book questions traditional contact center goals with a very different look at CC analytics. The premise is that you don’t win…
  • The Next Big Thing: Everything?

    Domenick Wissel
    18 Dec 2014 | 5:07 am
    Posted by:: Domenick WisselIT IndustryWhat will be the next big business technology in 2015 and beyond? The answer depends on whom you ask. 2015’s knocking on the door, so if you’re still unsure about where you should focus your efforts in the new year, the time has come to make a decision. Adopting video seems like a logical place to start, doesn’t it? Gartner predicts that live video will become as popular as the selfie by 2017, and as such it will be imperative for your business to use video to interact with customers in a more meaningful manner. Essentially, video will serve as…
  • Voice of the Customer Heard Loud and Clear

    Domenick Wissel
    25 Nov 2014 | 5:03 am
    Posted by:: Kathy SobusCustomer ExperienceLast month, I had the pleasure of facilitating a roundtable discussion at the 10th Anniversary Customer Contact 2014, West: A Frost & Sullivan Executive MindXchange. The experience was unlike any other I’ve had at similar events. The group helped me gain greater clarity about the state of Voice of the Customer efforts not only in the realm of the contact center but throughout the organization as a whole. The thought leadership that emerged from the event has remained top of mind, so I felt compelled to share some of the learnings that made…
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    Exotel

  • Radio Advertisement ROI – How we measured it using Exotel & Google Analytics

    Sanjeeth Kumar
    20 Jan 2015 | 3:38 am
    As a SaaS company, marketing at Exotel has largely been “online” and internet focussed. We have been experimenting with offline marketing mediums lately and last week we ran our first radio advertisements. If you haven’t heard them because you’re not in Bangalore, you can hear them here. According to Visante Communications’ Corporate Executive Board (CEB) Survey , B2B customers are making 70% of independent purchase decisions before engaging a sales person. So, brand building becomes a very important play to influence customers. We wanted to bring some method to…
  • Cloud Telephony for Marketplaces – Simple Call Logic with Exotel & Google Spreadsheet

    Shubham Khanna
    13 Jan 2015 | 3:34 am
    Number Mapping – No coding required One of the biggest benefits of cloud telephony and Exotel is that it allows you to set up seemingly complicated call flows and logic in a matter of minutes. If you’re familiar with how traditional systems like EPABX or PBX function, you will be familiar with the amount of pain a business owner has to go through to make even the smallest change. Here’s a scenario for you — you’re a business owner who runs a company on the marketplace model. And here’s what you’re looking for: A separate number for every vendor on your site…
  • How we integrated Exotel with Freshdesk and Pipedrive

    Shivakumar Ganesan
    8 Jan 2015 | 2:11 am
    Sync your phone system and ticketing software & CRM — Exotel Click2Call Chrome Extension We use Exotel (the product) at Exotel (the company) for all of our customer communication. We are big believers in eating our own dog food. This is, in fact, the best way for us to stay on top of our product. When we use Exotel everyday for communication with our customers we discover ways in which we can make product better. And I don’t think we would have ever come up with these integrations otherwise. We primarily use 2 tools to manage our business — our CRM & helpdesk software.
  • {Guest Post} 6 reasons why your business should collect payments online

    Gayatri Krishnamoorthy
    2 Jan 2015 | 1:07 am
    If you have a product or service you sell online, having an online payment gateway is a no-brainer. When we started out at Exotel, in spite of being a SaaS company, we didn’t accept online payments. Our payments were made via cheque or sometimes even cash. There were lots of delays. At times we couldn’t coordinate collections at the right time. And this delay affected account setup and customers being able to get started. One of the things we prided ourselves about at Exotel is the simplicity of the set up process. Actually, cloud telephony gives you the liberty to do that. Not having an…
  • Exotel in 2014 – A Review & A Wishes For a Happy New Year

    Shivakumar Ganesan
    31 Dec 2014 | 5:56 am
    The post Exotel in 2014 – A Review & A Wishes For a Happy New Year appeared first on Exotel.
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    GetVoIP: Communications Solutions Guide

  • 5 Ways to Determine the Early ROI of CRM

    Justin Stoltzfus
    26 Jan 2015 | 2:33 pm
    Customer relationship management (CRM) is all the rage. More and more vendors are offering CRM solutions to a wider range of corporate clients. Businesses are getting on the bandwagon and utilizing CRM dashboards to learn more about their customers and their purchasing histories at a glance. However, there are some good questions attached to a lot of these modern IT upgrades. Simply... Read More
  • The Incredible Environmental Impact of Cloud Technology

    Reuben Yonatan
    19 Jan 2015 | 8:22 am
    Last year, Greenpeace published Clicking Clean: How Companies are Creating the Green Internet. The report took a wide-ranging view of how tech companies are addressing issues of energy, environmental impact, future regulatory pressures, and more. The energy footprint of technology in general and the internet specifically is boggling. For example, let’s just take three common... Read More
  • Why Are IVR Systems Still So Dumb?

    Justin Stoltzfus
    12 Jan 2015 | 11:44 am
    The kinds of automated phone service we are now used to, have been around for a while - as soon as automated voice messaging became available, Interactive Voice Response or IVR became a popular way for businesses to bring down their labor costs. Nowadays, when you call any large or more established business, it's not unusual for you to get an automated voice “robot”... Read More
  • 3 Effortless Ways Android Users Can Cut Roaming Costs When Traveling

    Patrick Nelson
    6 Jan 2015 | 12:53 pm
    Its darkest winter, and many of us are beginning to think about vacations and other travel. If you’ve traveled globally anytime since the modern smartphone was invented in 2007, you’ll know that you can get stung by roaming fees from carriers—in particular by data fees. Sprint, as an example, charges $19.45 a MB in many overseas locations. A single smartphone... Read More
  • The 9 Most Innovative People in VoIP in 2014

    Reuben Yonatan
    5 Jan 2015 | 8:54 am
    In a field as exciting and dynamic as VoIP, developments and innovations come thick and fast. Every year brings new breakthroughs, and 2014 was no exception. This is an industry filled with creative and driven people who are constantly pushing the limits of what’s possible in the young but powerful technology. We've spent the last twelve months bringing you the most relevant... Read More
 
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  • At Phone.com, We Know Our Onions!

    Sue Walsh
    27 Jan 2015 | 4:19 pm
    Last week, a group from Phone.com volunteered at Feeding America San Diego. During our session, we gleaned 2,800 pounds of onions and apples, sorting the good ones from the bad and boxing them for distribution to San Diego area schools. Feeding America’s School Pantry program gives low-income families the chance to “shop” for free fruit, vegetables and staple foods when they bring their kids to school. It’s a good thing onions only make you cry once they are cut because we handled a lot of them! Phone.commers now know all about soft spots and mold and gashes on…
  • Phone.com Receives 2015 INTERNET TELEPHONY Product of the Year Award

    Eric Lituchy
    26 Jan 2015 | 5:53 pm
    NEWARK, N.J., Jan. 26, 2015 /PRNewswire-iReach/ — Phone.com announced today that TMC, a global, integrated media company, has named Phone.com Small Business Cloud Phone Service as a recipient of the 2015 INTERNET TELEPHONY Product of the Year Award. Created for small businesses, from entrepreneurs and retailers to lawyers and tech startups, the Phone.com Small Business Cloud Phone Service provides all of the benefits of more costly phone systems at a fraction of the price. Designed with the small business person in mind, Phone.com delivers an incredibly flexible voice communications…
  • Super heavy hitters in the world of communications

    Eric Lituchy
    24 Jan 2015 | 8:12 pm
    On Wednesday, January 28th in Miami a panel of heavy hitters in the world of communications will come together at ITEXPO. The panel includes Alon Cohen (Phone.com CTO), along with Jeff Pulver, Andy Abramson, Craig Walker, Mike Tribolet, Andy Voss and Danny Windham. The last 20 years in the world of communications have been incredibly disruptive. These telcom leaders will have a strong sense of what the future will bring. Get the full details here.The post Super heavy hitters in the world of communications appeared first on .
  • HD Quality Voice Calls

    Ari Rabban
    18 Jan 2015 | 10:08 am
    Last week in Las Vegas during the Consumer Electronics Show (CES) we celebrated the dedication of the HD Voice Network. Thanks to the team at WorkInProgress for hosting us. Guest post by Daniel Berninger. Reach Dan at dan@danielberninger.com. Dan Berninger with Edwin Grosvenor the Great Grandson of Alexander Graham Bell Quote from a speech Alexander Graham Bell delivered in Kensington, England in 1878:  “It is conceivable that cables of telephone wires could be laid underground, or suspended overhead, communicating by branch wires with private dwellings, country houses, shops,…
  • ITEXPO 2015: 20 Years of VoIP

    Eric Lituchy
    15 Jan 2015 | 9:55 am
    Wednesday January 28, 2015 – 10:00 – 10:45am On the panel: Alon Cohen, Phone.com CTO More than two decades ago, the idea that voice could be transmitted over Internet Protocol networks was just starting to gain traction, largely because the ability to avoid long distance fees was highly appealing. In 1995, VocalTec took the concept from theory to reality with the first production VoIP software. It was embryonic at best but it launched two decades of innovation technological curiosity that have spanned business and consumer markets, landlines and mobile networks and have evolved into…
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