Unified Communications

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  • UNIFIED COMMUNICATIONS BlackBerry Hints at Future Android-Powered 'Venice ... - CIO Today

    UNIFIED COMMUNICATIONS - Google News
    31 Aug 2015 | 9:17 am
    CIO TodayUNIFIED COMMUNICATIONS BlackBerry Hints at Future Android-Powered 'Venice CIO TodayOne of the next smartphones from BlackBerry could signal a new platform strategy for the firm, as recent leaked images and videos suggest the company might be preparing to release an Android-powered device codenamed "Venice." While BlackBerry has ...and more »
  • Splice Software Uses the Power of Analytics to Expand its Product Line

    Communications and Technology Blog - Tehrani.com
    31 Aug 2015 | 11:22 am
    Big data and analytics have had a huge impact on numerous spaces and certainly marketing is one of these areas. Perhaps the first mainstream story in fact describing the concept revolved around a a retailer knowing a customer was pregnant before her family knew. The possibilities are certainly endless. You may recall a post I wrote some time back about IBM and the concept of digital Darwinism – the idea that companies that embrace new technology will win out over those that do not. Part of the article discussed how much money IBM is investing in big data and consulting to entrench…
  • YipTV Features Spanish-language Lifestyle & Celebrity Channel ¡HOLA! TV in Lineup of OTT Channels Aimed at Multi-Linguals in U.S.

    Comunicano
    Danielle Ross
    11 Aug 2015 | 5:00 am
      Popular TV network is a video extension of respected ¡HOLA! Magazine    WEST PALM BEACH, Fla. – Aug. 11, 2015 – Figuring that millions of viewers of ¡HOLA! TV in Latin America were a strong indicator of its popularity, YipTV wanted to be sure it had the premiere Spanish-language celebrity- and lifestyle-oriented network in its channel lineup to offer the best programming to viewers in its target market.  YipTV is the rapidly expanding broadband OTT television service that brings live-channel broadcasts from around the world to tens of millions of foreign-born…
  • India Mobile Voice, Data Prices Climbing

    IP Carrier
    Gary Kim
    31 Aug 2015 | 8:44 am
    After increasing data tariffs for prepaid customers in Delhi, Bharti Airtel and Idea Cellular have now hiked charges for their postpaid users by around 20 percent. The largest three mobile operators--Airtel, Idea and Vodafone--earlier had raised prepaid data plan prices  for 2G and 3G services in Delhi by up to 47 percent. There arguably are a few reasons why prices are climbing. For starters, mobile operators have had to spend money acquiring or reacquiring their spectrum licenses. New fourth generation networks are being built, and data pricing, in general, tends to lag usage.Also, the…
  • Video on a How to Use a Burner Cell Phone for TDoS

    Mark Collier's VoIP/UC Security Blog
    voipsecurityblog
    12 Aug 2015 | 9:57 am
    Here is a video from last years DefCon on how to use a burner cell phone to generate a bunch of calls for a Telephony Denial of Service (TDoS) attack. This allows an attacker to create a virtually untraceable and highly anonymous attack. Even with a single phone, you can generate enough calls for a long enough period, to affect a small target, such as a hospital ER/ICU, small business, a small PSAP, etc. Link To TDoS Video  
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    UNIFIED COMMUNICATIONS - Google News

  • UNIFIED COMMUNICATIONS BlackBerry Hints at Future Android-Powered 'Venice ... - CIO Today

    31 Aug 2015 | 9:17 am
    CIO TodayUNIFIED COMMUNICATIONS BlackBerry Hints at Future Android-Powered 'Venice CIO TodayOne of the next smartphones from BlackBerry could signal a new platform strategy for the firm, as recent leaked images and videos suggest the company might be preparing to release an Android-powered device codenamed "Venice." While BlackBerry has ...and more »
  • Disruptive Innovations in Unified Communications - No Jitter

    31 Aug 2015 | 4:37 am
    Disruptive Innovations in Unified CommunicationsNo JitterClearly, someone did, because not only does Microsoft rate very high in the Gartner Unified Communications Magic Quadrant, but I am hard pressed to not find some Skype or Lync presence in the many companies I work with. Whether or not these companies ...
  • Global unified communications market size and demand forecast to 2020 shared ... - WhaTech

    30 Aug 2015 | 11:09 pm
    Global unified communications market size and demand forecast to 2020 shared WhaTechThe unified communications market is growing at a considerable rate, due to the condense front load capital, increasing enterprise mobility, and mobile workforce, increasing server message block (SMB) demand for unified communications as a service, pay ...
  • The importance of network for unified communications - EOH Network Solutions ... - ITWeb

    26 Aug 2015 | 11:51 pm
    The importance of network for unified communications - EOH Network Solutions ITWebA successful unified communications (UC) system in an enterprise environment requires a solid network infrastructure, says Rikus Jansen, Head of Voice & Unified Communications at EOH. UC includes an array of communications and multimedia tools, like ...
  • Ensuring business success with Unified Communications - CIO

    25 Aug 2015 | 12:22 pm
    Ensuring business success with Unified CommunicationsCIOImplementing Unified Communications (UC) solution is nothing like your typical IT project or deployment. If successful, you are literally changing the way the business works and communicates. It's hard to name another IT project requires as much
 
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    Communications and Technology Blog - Tehrani.com

  • Splice Software Uses the Power of Analytics to Expand its Product Line

    31 Aug 2015 | 11:22 am
    Big data and analytics have had a huge impact on numerous spaces and certainly marketing is one of these areas. Perhaps the first mainstream story in fact describing the concept revolved around a a retailer knowing a customer was pregnant before her family knew. The possibilities are certainly endless. You may recall a post I wrote some time back about IBM and the concept of digital Darwinism – the idea that companies that embrace new technology will win out over those that do not. Part of the article discussed how much money IBM is investing in big data and consulting to entrench…
  • Jet.com The .Good the .Bad and the .Ugly

    31 Aug 2015 | 10:18 am
    The .GoodI’ve been using Jet.com for a few weeks and so far I have found the selection to be about 20-30% of what Amazon offers. For example you can buy rice cookers but not from Black & Decker. I was intrigued by the site when I heard the CEO on CNBC say the company loses 15-20% on each sale and becomes profitable around 15 million users. I immediately started pricing items on the site and found great savings over Amazon. Of course this is shocking because Amazon doesn’t even make money on the products it sells. So how is their room for a low-cost supplier to undercut…
  • VoicePIN Voice Biometrics Brings New Tech to Phone and Apps

    31 Aug 2015 | 9:32 am
    The biometrics market has been around for decades but never achieved widespread acceptance until after Apple rolled out TouchID. Laptop makers flirted with the technology about a decade ago but never got their systems to work very well. Apple – to its credit released a solution which is very good. Voice biometrics likewise isn’t new but Krakow-based VoicePIN is a four year old company looking to change the way the technology works. Instead of dealing with ASR which has all sorts of problems, the system uses technology which allows it to be language independent – it should…
  • Lasers are the Future of Drone Fighting

    31 Aug 2015 | 8:44 am
    I’ve been among the first people to realize how drones can be a major problem for security in the world. In February 2014 in fact I said there was a coming urban drone war and since then drones with guns and explosives have been created. More recently I wrote about drones almost being used to attack federal buildings in Connecticut – thankfully unsuccessfully and how a drone flew to the White House. I even wrote about a possible solution to the problem using microphones from SmartSense. The reality is Drones bring another dimension to outdoor security. To date you had to worry…
  • Dialogic: The Software Powering Next-Gen Networks

    27 Aug 2015 | 10:08 am
    Much of the communications solutions industry owes a debt of gratitude to Dialogic – the company that really helped pave the way for the once disparate worlds of voice and data to work together. The company was a major player in the communications enabling equipment market in the eighties and nineties allowing off the shelf computers for the first time to host telephony apps. If you’ve heard the acronyms CTI or computer telephony integration or just plain CT it’s because Dialogic, NMS and a few other companies permitted computer servers to handle media processing tasks. If…
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    Comunicano

  • YipTV Features Spanish-language Lifestyle & Celebrity Channel ¡HOLA! TV in Lineup of OTT Channels Aimed at Multi-Linguals in U.S.

    Danielle Ross
    11 Aug 2015 | 5:00 am
      Popular TV network is a video extension of respected ¡HOLA! Magazine    WEST PALM BEACH, Fla. – Aug. 11, 2015 – Figuring that millions of viewers of ¡HOLA! TV in Latin America were a strong indicator of its popularity, YipTV wanted to be sure it had the premiere Spanish-language celebrity- and lifestyle-oriented network in its channel lineup to offer the best programming to viewers in its target market.  YipTV is the rapidly expanding broadband OTT television service that brings live-channel broadcasts from around the world to tens of millions of foreign-born…
  • YipTV Enhances ‘Free TV’ Offer to Include 17 International Channels for Unlimited Time with No Credit Card or Monthly Contract Required

    Danielle Ross
    29 Jul 2015 | 5:00 am
    Over the Top (OTT) television service promises no-strings-attached, free Internet TV service WEST PALM BEACH, Fla. – July 29, 2015  – When YipTV launched in May, the company’s vision was to provide top-quality international programming to the 40 million residents in the U.S. who were not born here or are still deeply rooted to their home countries. Today, YipTV enriches its commitment to change the way we watch TV by enhancing its free TV offer -- including offering an unlimited mix of channels free with no credit card required at sign up. In addition to the channels offered free…
  • Apptrify Announces Hong Kong’s Pak Fah Yeow International Adopts Their Inspection and Service Mobile Workflow Solution

    Danielle Ross
    7 Jul 2015 | 5:00 am
      Customer makes, distributes well-known White Flower and other medicated products   SAN FRANCISCO – July 7, 2015 --Apptrify, the easy to use mobile-workforce-automation tool, today announced that Hong Kong’s Pak Fah Yeow International Limited (HKEX: 239), maker of the well-known White Flower Embrocation, or  “White Flower Alagesic Balm” as it is known in the U.S., and other brands of medicated ointments, has adopted Apptrify’s cloud based, self-service mobile workflow solution for inspection and service management teams.  Apptrify developed its mobile…
  • FierceOnlineVideo Names Broadband OTT Provider YipTV to Its List of ‘Fierce 15’ Companies in Online Video Services

    Danielle Ross
    24 Jun 2015 | 7:00 am
      Company honored to be selected one of 2015’s top providers of online video services    WEST PALM BEACH, Fla. – June 24, 2015 –YipTV, the fast-growing OTT broadband television service that brings live-channel broadcasts from around the globe to tens of millions of multi-lingual foreign-born consumers living in the United States, reflected on being selected to the FierceOnlineVideo “Fierce 15,” designating it as one of the this year’s top privately held providers of online video services. Of all the providers they evaluated, editors at FierceOnlineVideo found…
  • TruConnect and OTT TV Service YipTV Form Innovative Joint Marketing Agreement

    Danielle Ross
    18 Jun 2015 | 11:34 am
      Deal gives TruConnect mobile subscribers access to YipTV’s live-channel TV broadcasts DALLAS – June 18, 2015 -- TruConnect, a rising brand among U.S. mobile companies, and YipTV, a new Over The Top (OTT) broadband television service, today announced a joint marketing agreement under which TruConnect customers can access YipTV’s live-channel broadcasts of TV programs from around the globe in Q3 2015. The offer from TruConnect, which provides wireless voice, messaging and data services across the nation, and YipTV will be available for $14.99 per month. TruConnect and YipTV,…
 
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    IP Carrier

  • India Mobile Voice, Data Prices Climbing

    Gary Kim
    31 Aug 2015 | 8:44 am
    After increasing data tariffs for prepaid customers in Delhi, Bharti Airtel and Idea Cellular have now hiked charges for their postpaid users by around 20 percent. The largest three mobile operators--Airtel, Idea and Vodafone--earlier had raised prepaid data plan prices  for 2G and 3G services in Delhi by up to 47 percent. There arguably are a few reasons why prices are climbing. For starters, mobile operators have had to spend money acquiring or reacquiring their spectrum licenses. New fourth generation networks are being built, and data pricing, in general, tends to lag usage.Also, the…
  • Two Cows: All You Need to Know about "Economics"

    Gary Kim
    31 Aug 2015 | 6:25 am
    A humorous look at economic thought, using two cows.  
  • Iliad Reports Strong Profits, Market Share, Margin

    Gary Kim
    31 Aug 2015 | 5:56 am
    Illustrating the principle that scale matters in the telecom business, Iliad reported consolidated revenues up by seven percent to €2.2 billion in its first half of 2015, with mobile segment revenues up more than 18 percent, while fixed segment revenues climbed half a percent. Iliad says its share of the mobile business rose to 16 percent, after adding a net 820,000 new subscribers in the first half of the year, with earnings (EBITDA) up 16 percent to €725 million. Iliad said its EBITDA margin advanced by 270 basis points to 33.6 percent. “This strong rise in profitability was driven by…
  • U.S. Fixed Network Revenue Declined 50% Between 2002 and 2013

    Gary Kim
    30 Aug 2015 | 2:19 pm
    During the 11-year period between 2002 and 2013, By 2013, U.S. fixed network provider gross and net revenue both had fallen by more than 50 percent compared to 2002.Growth of the mobile business replaced those lost revenues, as did growth by acquisition for the largest providers. In 2002, U.S. telecommunications industry gross revenues were $385 billion (including cable and satellite TV), and its net revenues (after interconnection costs, program content, and handset subsidies) were $315 billion. In 2013, gross revenues were $455 billion and net revenue was about $333 billion. Mobility…
  • Valuation "Envy" and Importance of Content Businesses for Telcos

    Gary Kim
    30 Aug 2015 | 1:54 pm
    Some executives might be forgiven a bit of envy where it comes to valuations. Access providers might envy the higher valuations of media properties, while media executives might envy the valuations given to technology firms. Among the reasons for the difference in valuations is scarcity. Technology firms often create uniqueness hard to replicate, while media firms do so with exclusive contentThat explains why most major video suppliers try to acquire exclusive rights to some content. At the same time, that also means the value of bundles will remain substantially intact. If content is…
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    Mark Collier's VoIP/UC Security Blog

  • Video on a How to Use a Burner Cell Phone for TDoS

    voipsecurityblog
    12 Aug 2015 | 9:57 am
    Here is a video from last years DefCon on how to use a burner cell phone to generate a bunch of calls for a Telephony Denial of Service (TDoS) attack. This allows an attacker to create a virtually untraceable and highly anonymous attack. Even with a single phone, you can generate enough calls for a long enough period, to affect a small target, such as a hospital ER/ICU, small business, a small PSAP, etc. Link To TDoS Video  
  • DHS Cyber Security Division Publishes Videos from Most Recent Showcase

    voipsecurityblog
    10 Aug 2015 | 10:41 pm
    The Department of Homeland Security, Science and Technology Directorate, Cyber Security Division hosted their annual show case late last year. This event gives all active researchers the opportunity to briefly cover their area of research. DHS just posted the videos. These are definitely worth watching - you will get a good idea of the program areas and the great research (and transition) that is going on. Link to the DHS Research Showcase Videos I am currently working on two new projects with this group, one focused on complex distributed Telephony Denial of Service (TDoS) and another on…
  • New Calling Number/Caller ID Spoofing Tool

    voipsecurityblog
    2 Aug 2015 | 10:28 pm
    A new Internet based tool is available now to simplify making calls with spoofed calling number. The main difference with this tool, is that it only accepts Bitcoin, so it is more anonymous. It certainly lowers the bar provides another tool for those performing social engineering. I included a few links below the image with more information.     Article in SC Magazine Article in Security Affairs Of  course serious social engineers and phone scammers have their own tools, usually sitting behind their own Asterisk server, so they have a lot of control over what their calls…
  • The National Law Review Talks About Telephony Denial of Service (TDoS)

    voipsecurityblog
    24 Jul 2015 | 9:10 am
      The National Law Review included a brief article on Telephony Denial of Service. Mostly talking about the impacts to health care and emergency services. Check out the article at the link below: Link to National Law Review Article on TDoS 
  • The Department of Homeland Security (DHS) and SecureLogix Team on TDoS Research

    voipsecurityblog
    10 Jul 2015 | 11:24 am
    For those following my blog, you know that Telephony Denial of Service (TDoS) is a flood of unwanted inbound calls, typically to an enterprise contact center. The calls can arrive at any enterprise or any part of an enterprise, but are normally targeted at critical voice lines. This includes 911, other public safety numbers, hospital emergency rooms and intensive care units, key parts of financial contact centers, and other organizations.  TDoS attacks are the most significant form of voice-related DoS, because they involve malicious calls, are easy to generate, and can affect…
 
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    UCStrategies.com Articles Feed

  • Gartner Magic Quadrant for UC Results – Customer View is Very Different

    Roberta J. Fox
    31 Aug 2015 | 8:40 am
    We thought we would provide some feedback on the Gartner Magic Quadrant for Unified Communications from a customer view (whether large enterprise, government; or a small business like FOX GROUP that uses various UC apps every day).
  • ShoreTel Connect is Here

    Blair Pleasant
    27 Aug 2015 | 11:55 am
    In addition to ringing the opening bell at Nasdaq last week, ShoreTel officially launched the availability of ShoreTel Connect ONSITE, Connect CLOUD, as well as the new ShoreTel Connect user interface and a new streamlined contact center offering.
  • 10-Step Health Check to Avoid Toll Fraud

    Blair Pleasant
    27 Aug 2015 | 5:55 am
    What keeps IT managers up at night? Security issues – and for good reason. When it comes to business communication systems, there are lots of reasons for concern – denial of service (DoS) attacks, eavesdropping, VoIP phishing (Vishing), and toll fraud.
  • iPad Sales Are Flat! The Sky is Falling

    Michael Finneran
    26 Aug 2015 | 12:28 pm
    I’ve seen a couple of articles of late decrying the fact that Apple iPad sales are essentially flat and speculating about the future of one of the iconic Apple devices. I think what we are really seeing is the natural maturing of a market where technological advances have slowed, technical limitations (and hence potential applications) are inherently limited and just about everyone who wants one has it and sees no reason to replace it.
  • RingCentral and the Elephant in the Room

    Phil Edholm
    25 Aug 2015 | 8:07 am
    RingCentral announced a new partnership with Microsoft to enable O365 users to integrate their O365 environment to the RingCentral VoIP cloud telephony system. So users can now activate calls using RingCentral from within an email or an Office document.
 
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    Plum Voice » Blog

  • Making Your Employees Happy Makes Cents

    Jason Myers
    19 Aug 2015 | 8:56 am
    Share This: A recent New York Times article addressing the working culture at Amazon raised a lot of eyebrows around the country. The general view... …read moreThe post Making Your Employees Happy Makes Cents appeared first on Plum Voice.
  • 4 Ways IVR surveys help companies to hear the Voice of the Customer

    Jason Myers
    11 Aug 2015 | 7:42 am
    Share This: No matter what business you’re in, it’s important to remember that customers don’t buy from companies, they buy from people. Your customer support... …read moreThe post 4 Ways IVR surveys help companies to hear the Voice of the Customer appeared first on Plum Voice.
  • The Next Generation of IVR Surveys Has Arrived

    Jennifer Saksa
    28 Jul 2015 | 8:43 am
    Share This: We are excited to introduce Plum Insight, a contact center VoC platform designed to improve the customer experience in the contact center, making... …read moreThe post The Next Generation of IVR Surveys Has Arrived appeared first on Plum Voice.
  • Reward Your Way to Better Call Center Performance

    Jennifer Saksa
    30 Mar 2015 | 2:49 pm
    Share This: To truly become customer-centric, and service-oriented, takes more than just talk. This should come as no surprise. There is no shortage of good... …read moreThe post Reward Your Way to Better Call Center Performance appeared first on Plum Voice.
  • To Bundle Or Not to Bundle: IVR and the Call Center

    Jennifer Saksa
    18 Feb 2015 | 6:56 am
    Share This: There is a prevailing trend towards the consolidation of products and services. In more and more places you see examples of offerings that... …read moreThe post To Bundle Or Not to Bundle: IVR and the Call Center appeared first on Plum Voice.
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    NFC World+

  • Join NFC World and Gemalto to learn how to develop a successful mobile payments roadmap

    Mike Clark
    31 Aug 2015 | 7:48 am
    NFC World will host a free webinar on Tuesday 22 September to help issuers and processors learn how to develop a mobile payments strategy that offers both a winning service for customers today and long-term... Read the rest of Join NFC World and Gemalto to learn how to develop a successful mobile payments roadmap at NFC World+.
  • Oxigen Wallet loyalty program partnership

    Rian Boden
    28 Aug 2015 | 7:09 am
    Indian mobile wallet provider Oxigen Wallet has partnered with loyalty program provider PayBack to allow customers to earn PayBack points and redeem them as cash, to make online and bill payments. As well as payments,... Read the rest of Oxigen Wallet loyalty program partnership at NFC World+.
  • Half of Brits expect to replace cash with new technologies

    Rian Boden
    28 Aug 2015 | 7:05 am
    More than a quarter of UK consumers (27%) think they will be making payments using wearable devices including watches and wristbands within 10 years, 22% think they will be regularly using their fingerprint to make... Read the rest of Half of Brits expect to replace cash with new technologies at NFC World+.
  • Wienerschnitzel launches mobile payment and loyalty app

    Rian Boden
    28 Aug 2015 | 6:50 am
    US fast food restaurant chain Wienerschnitzel has launched a loyalty based mobile app that also comes equipped with mobile payment capability to reward customers for purchases made at checkout using a point system. “Users must... Read the rest of Wienerschnitzel launches mobile payment and loyalty app at NFC World+.
  • CaixaBank launches HCE mobile payments app

    Rian Boden
    28 Aug 2015 | 6:36 am
    Spain’s CaixaBank has broadened its range of mobile payment services with the launch of CaixaBank Pay, a new app based on host card emulation (HCE) that allows users to make online and in-store payments at... Read the rest of CaixaBank launches HCE mobile payments app at NFC World+.
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    RingCentral Blog

  • 24HR Lockouts Leveraged RingCentral Platform to Enhance Customer Experience

    David Lee
    27 Aug 2015 | 6:14 am
    I am happy to share a fascinating case study describing how 24HR Lockouts, a leading provider of emergency locksmith services, recently leveraged the RingCentral Developer Platform to tightly integrate their custom CRM and dispatch system with RingCentral. 24HR Lockouts’ custom integration leveraged RingCentral’s call management APIs to handle incoming calls, while our SMS APIs were […] The post 24HR Lockouts Leveraged RingCentral Platform to Enhance Customer Experience appeared first on RingCentral Blog.
  • Glip Will Remain Glip (Glip by RingCentral)

    Peter Pezaris
    26 Aug 2015 | 6:10 am
    Names matter. I don’t often quote Dale Carnegie, but he was right when he said, “Remember that a person’s name is to that person the sweetest and most important sound in any language.” A salesperson who remembers your name is more likely to get the sale than one who calls you the wrong name or […] The post Glip Will Remain Glip (Glip by RingCentral) appeared first on RingCentral Blog.
  • 4 Tips and Tricks I’ve Learned Using RingCentral for Office 365 Integration

    Robert Murphy
    25 Aug 2015 | 8:25 am
    For the past few weeks we’ve discussed the benefits and setup of integrating Office 365 with RingCentral. For those already using the RingCentral for Office 365 integration, the benefits are clear. But like that album purchased for that one catchy track while the other songs become your actual favorites over time, a few practices with this integration […] The post 4 Tips and Tricks I’ve Learned Using RingCentral for Office 365 Integration appeared first on RingCentral Blog.
  • No Group, No Glory Glip Promotion

    Carolyn Shmunis
    24 Aug 2015 | 5:01 am
    You are part of a team. Whether that team is in one office or spread across time zones and countries, the requirement is the same: work together and get the job done. Team collaboration software should be simple to use and immediately helpful for getting the job done. We want teams everywhere to get the […] The post No Group, No Glory Glip Promotion appeared first on RingCentral Blog.
  • 5 Strategies to Turn Customers into Brand Ambassadors

    Blair Strasser
    21 Aug 2015 | 5:30 am
    A brand ambassador is a spokesperson for your company. They should be knowledgeable about your product or service, enthusiastic to talk about it, and their opinions should hold sway over your intended customer base. Not only that, but a good brand ambassador represents the culture and values of your company in a way that a […] The post 5 Strategies to Turn Customers into Brand Ambassadors appeared first on RingCentral Blog.
 
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    Aspect Blogs

  • Eight Benchmarks for Back Office Effectiveness

    Robert Moore
    31 Aug 2015 | 6:50 am
    In a recent blog, we talked about productivity in the back office being vital to good customer engagement in the front office. For many enterprises, especially those in service-based industries like banking, mortgage origination and insurance, the back office is at the very heart of the business where most of the value is actually created for customers. The customer may conduct transactions with the front office, but there’s important work getting done in the back office, and it shows itself in the form of the quality and speed of service being provided to the customer.  That’s why the…
  • Innovation and Connecting the Unconnected

    Tobias Goebel
    28 Aug 2015 | 5:00 am
    True breakthroughs are rare in any industry. So is true innovation. But what does innovation even mean? Wikipedia, our crowd-sourced and most accessible pool of human knowledge, says: “Innovation is a new idea, more effective device or process. Innovation can be viewed as the application of better solutions that meet new requirements, inarticulated needs, or existing market needs. […] a process that brings together various novel ideas in a way that they have an impact on society.” I like to define it for myself like this: Innovation is when you connect the previously…
  • The Number I Dialed Is No Longer In Service…and That’s Ok

    Tim Dreyer
    27 Aug 2015 | 7:17 am
    Recently, the U.S. Department of Transportation released a report that ravaged domestic airline carriers for the dramatic rise in customer complaints during the first half of 2015. Apparently complaints about airlines soared more than 20 percent during the period. What irked the agency was the fact that U.S. airlines are making record profits this year due to full planes and low fuel prices. Cancellations, delays and misconnections were the most common complaints, followed by gripes about baggage, reservations and ticketing, and yes, good ‘ol fashioned customer service. Then, in what can…
  • Tapping into Twitter for Customer Self-Service – Podcast

    Rebecca Anderson
    25 Aug 2015 | 2:21 pm
    On his latest Podcast Series installment, Paul Stockford shares recent research that over half of U.S. based contact centers use some form of social media for customer service. And while Twitter continues to grow in use, Facebook for customer service is in decline. Tobias and Paul discuss why that is and what the opportunism are for self-service applications on Twitter. http://blogs.aspect.com/wp-content/uploads/2015/08/ConferenceRecording-2335563-953058.mp3 The post Tapping into Twitter for Customer Self-Service – Podcast appeared first on Aspect Blogs.
  • The Aspect Week that Was: 8/21/15

    Tim Dreyer
    21 Aug 2015 | 12:07 pm
    Here are the links to what I covered in this week’s #AWW on Periscope: 1) Please Continue to Hold…and hold…and Text, and Facebook Us – AdAge article on a better IVR experience featuring Joe Gagnon 2) Aspect Nabs Avaya Channel Duo for Partner Drive – CRN UK Article on our recent channel reps across the pond. 3) Aspect’s CMO Jim Freeze in the Philippines – see what he was up to! 4) NEW Infographic: Customer Service Investment Currently Experiencing Travel Delays?  Aspect Blog The post The Aspect Week that Was: 8/21/15 appeared first on Aspect Blogs.
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    News

  • ModComms is Proud to Now be a Part of Elite Telecom

    acliffe@elitetele.com
    24 Aug 2015 | 4:59 am
    In early 2014 Elite Telecom acquired Modern Communications, since then they have been working together to seamlessly integrate Modern’s package of communications solutions with Elite’s core network.
  • PCI Compliance: Avoid an Ashley Madison Hack

    acliffe@elitetele.com
    19 Aug 2015 | 4:10 am
    Today's news on the Ashley Madison Security breach has highlighted the importance of cyber security and the overall threat landscape. It is imperative that your customers trust that their data is protected to ensure your business maintains its reputation.
  • UK consumers worried their financial information isn’t secure with big brands

    acliffe@elitetele.com
    3 Aug 2015 | 4:23 am
    Four in five consumers aren’t confident that their financial information is secure when dealing with big brands who take card payments over the phone, according to a new survey by Elitetele.com. In addition to this, a third (33%) don’t believe their data is more safe today than it was five years ago.
  • Consumers clueless over what happens to financial information they give call centres

    acliffe@elitetele.com
    13 Jul 2015 | 5:20 am
    In the midst of the most significant changes to data protection in the EU since 1995, ninety-seven per cent of UK consumers still don’t know what happens to sensitive information they give to call centre operatives over the phone, according to a new survey by Elitetele.com.
  • Don’t let travel disruption strike out your business productivity

    acliffe@elitetele.com
    8 Jul 2015 | 6:29 am
    In the face of today’s most recent London Tube strike, it comes as a huge shock that 60% of organisations are still yet to even consider remote working policies, but this latest industrial action only goes to prove the importance of businesses using the available technology to aid remote working, thus preventing loss of productivity during these types of disruptions.
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    SPS blogs

  • Finance Executives Compete at a Higher Level with Collaboration Technology

    Domenick Wissel
    20 Aug 2015 | 5:01 am
    Posted by:: Theresa GoodreauCollaborationA new PricewaterhouseCooper study provides insights into the finance function and how leading firms are redefining excellence. The study identifies eight differentiators that distinguish “top-quartile” finance functions from “mid-quartile” or median ones. Listed below we examine five of the eight differentiators and explore how collaboration technology can help CFOs to reach these standards. Strategic use of resources The top finance functions are resource efficient. These companies are strategic with how they spend and target resources.
  • Planning Your Unified Communications and Collaboration Solution

    Domenick Wissel
    12 Aug 2015 | 5:08 am
    Posted by:: Luis BerlangaUnified CommunicationsUnified Communications and Collaboration (UC&C) adoption is increasing, according to new research from IDG Enterprise. In a survey of IT leaders, 33% plan to increase UC&C spending over the next 12 months by an average of 9 percent. According to a UK Study, UC will achieve near 100% penetration by the year 2020. Productivity, efficiency and a distributed workforce are some of the key drivers leading companies to seek UC&C solutions. Additional benefits include speedier decision-making, employee engagement and faster time to…
  • Meeting in the Middle: UC Solutions for Midmarket Businesses

    Domenick Wissel
    5 Aug 2015 | 5:09 am
    Posted by:: Bob KentUnified CommunicationsThe midmarket is a key driver of economic growth across the globe. A report by GE Capital stated that “combined, the midmarket in the four European countries contributes €1.11 trillion ($1.48 trillion) to the EU-4 GDP 2. This makes the midmarket in the EU-4 one of the top 10 economies in the world, ahead of India and Russia.” The Middle Market Power Index found that while mid-sized companies comprise less than 1% of U.S. based businesses, slightly more than one in five dollars (21%) of U.S. business revenues come from the midmarket.
  • How Human Resources Flex Their Muscle with Video Collaboration

    Domenick Wissel
    30 Jul 2015 | 7:01 am
    Posted by:: Theresa GoodreauVideoFlexibility has become an integral part of Human Resources or Human Capital Management (HCM). You must have flexible recruiting and hiring strategies that embrace traditional W2 employees and on-demand workers, plus offer flexible work options to attract and retain top talent. Flexibility also extends to your role, as the changing landscape requires HR or HCM professionals to adapt their methodologies and strategies to the modern workforce. Below are a few ways to improve flexibility through video collaboration. Add “Flex-Appeal” to your Hiring The…
  • Headsets – Adapt or Replace?

    Domenick Wissel
    28 Jul 2015 | 8:40 am
    Posted by:: Quentin KramerContact CenterInvestment protection is great, but does it make sense to spend $135 on cables and adaptors to continue using your old H-series or P-series quick-disconnect headset with a new PC-based softphone?  Let’s face it, the value of that old headset is probably $20 or less, and a brand-new headset can be had for the same or less money than it takes to re-purpose outdated technology. For example, this dual 3.5 mm adaptor (at $45) allows you to use an old H- or P-series headset with any laptop or desktop PC that has separate input and output jacks.  (Not…
 
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    Exotel

  • Improve your security with a Two Factor authentication using OTP SMS

    Yash Vardhan
    11 Aug 2015 | 4:26 am
    Over the past couple of decades, data breaches have impacted most industries. From large multinational companies to small startups, no one is immune. So even after so many years, security always remains a major concern and everyone have their own method of tackling threats. One of the methods that has really buffed up secure log-ins and cut down on data breaches is 2-factor authentication or One-Time Password authentications. And with the explosions of smartphones in the Indian market scene, people are making more mobile purchases. eCommerce has been more of mCommerce lately in India. With…
  • 6 reasons why reliable customer support boosts your startup’s sales

    Ashima
    5 Aug 2015 | 4:12 am
    You want to start your own firm, you do everything you can to make sure your product is worth selling, your office is up and running, your teams – sales, finance, HR, business development and marketing – are ready to kickstart the process and still, there is something that fails to make this journey easy. You ponder over it endlessly but you just can’t seem to figure out what’s wrong. You realize your employees are pretty much doing everything they can to help your customers with their problems but there is still a huge backlog of customer queries. You then realize you…
  • Bringing Happiness to your Customer Happiness Team

    Nivedha Vijay Venkatesh
    21 Jul 2015 | 2:33 am
    You have a brilliant product, a product which solves a problem, a problem which has a huge market, a market which sits on a pile of money and money which can make your product better. Seems like a usual cycle for any product company? But you still feel that there’s a missing link. You still don’t hear the words, “Thank you for solving my problem”, although you know you actually are! source “The happiest and most successful people I know don’t just love what they do, they’re obsessed with solving an important problem, something that matters to them,” Dropbox co-founder…
  • Why should you let someone else manage your calls?

    Yash Vardhan
    17 Jul 2015 | 3:44 am
    If you are a startup that is trying to set up a telecommunication infrastructure for customer support, sales or general customer interactions, it will always take a certain amount of time and monetary investment to set one up the traditional way. If you set up an EPABX system, as your startup grows, it will require more time and monetary investment. You will be expanding and scaling your infrastructure time and again. Managing a telephonic system  within your startup will become a chore in itself. It will add unnecessary responsibilities on your shoulders. You will have to hire new employees…
  • How we Slack at Exotel

    Chinmay Bhattar
    14 Jul 2015 | 2:47 am
    We love automation. We always have. Our motto has been – if it’s repetitive and can be automated, don’t waste your time on it. So, for us, falling in love with slack was absolutely inevitable. We first signed up for Slack well over a year ago. Being a small team back then, all sitting under the same roof, we barely made use of it. Anytime we wanted something from someone, all we had to do was yell and the person could hear us. But, we have grown at such a breakneck speed since. At one point, we were spread across 2 offices – Asterix & Obelix (if you didn’t know about our…
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    Phone.com » Blog

  • Customer Service Insights: Cardboard with Your Coffee?

    Danielle Lopez
    26 Aug 2015 | 10:11 am
      Recently I was dared by a friend to eat a piece of cardboard. Let’s not get into the reasons why, but instead of being sensible and declining, I accepted the challenge. Only one problem: no cardboard in sight. So I did what any sane woman would do. At the order menu of my local drive-through Starbucks, I asked for cardboard with my favorite drink. “Hi, can I take your order?” “Hi there, you have cold brew, right?” “We sure do. Would you like to make that a trenta?” “Oh no—that might …” “Keep you up for days?”…
  • Do Those Old-Fashioned Phone Manners Still Make Sense?

    Sue Walsh
    21 Aug 2015 | 10:57 am
    Phone manners have changed some in the 150 years since Alexander Bell first spoke the words “Mr. Watson, come here! I want to see you!” into his leading-edge voice transmitter. Early telephone etiquette centered around social politeness, and also on the practicality that phone service was limited and should not be squandered! A few examples, taken from a list of early phone etiquette rules in a recent Mental Floss article: Don’t say hello! Because that greeting was implied and exchanging niceties was seen as tying up the phone lines unnecessarily. Instead, recipients…
  • Where Would You Locate Your Hi-Tech Startup?

    Ari Rabban
    10 Aug 2015 | 1:02 pm
    If you’re scouting a location for a tech company close to New York, you’re probably considering the following: Can I find the talent I need here? Is this a developing startup community, and am I close to tech colleges and incubators? How much will I need to spend on office space, and how good is the technology infrastructure in the area? Are we near an airport and on public transit? How long would my staff need to drive? Are there marketing, technology and financial partners close by? Is doing business going to be easy? Finally, is the environment exciting—humming with…
  • More VoIP Features for Less

    Phone.com
    4 Aug 2015 | 3:40 pm
    A recent article from Fit Small Business tags Phone.com as one of the best—and definitely the most reasonable—alternatives to all of those spendier VoIP phone services. For many good reasons. A few pointers from the article: Phone.com costs less per month than well-known VoIP providers like RingCentral—around 50 percent less! We’re just sayin’. We offer the same basic features, and then some. With Phone.com, you can add advanced features as you need them, instead of paying for them all along. Even with all those fancy features added to your monthly bill, we still cost…
  • Five Free Tools to Help Businesses Collaborate Beyond the Phone Call

    Aaron Rosenthal
    29 Jul 2015 | 12:18 pm
    You’ve started a promising business and you’re ready to make those great ideas happen. As any successful entrepreneur will tell you, it’s not enough to have a great plan, it’s all about how you execute. Time to get organized! In today’s distributed workforce, collaborating face to face isn’t always an option. And while Phone.com powers business communications, providing affordable phone service wherever you do business, a good phone call is only part of the solution. Here’s the list of tools we find essential to collaborating at Phone.com, particularly since our own…
 
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