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By Lisa Durant
On Dec 19, 2014

10 Consumer Mobile Apps that Make High-Stress Seasons a Little Easier for Customers

Friday, December 19, 2014

Now is the time for organizations to differentiate themselves from their peers by offering consumer-facing mobile applications that make customers’ lives just a little easier. At no time does this become more apparent than during high-stress seasons when every minute counts towards consumers’ perception of customer service! Here are 10 types of consumer mobile apps that make these stressful times of year just a little easier for customers:

By Matt Craig
On Dec 19, 2014

T-Mobile's Data Stash Has Some Business Appeal

Friday, December 19, 2014

Earlier this week, T-Mobile made an announcement related to its “Uncarrier” movement. Starting in January, T-Mobile customers will see their mobile data start rolling over from month-to-month. Dubbed “Data Stash,” this new program will be available to every subscriber, whether consumer or business. If this sounds familiar, it’s very reminiscent to AT&T’s (then Cingular) voice minute rollover plans from a decade ago.

By Irwin Lazar
On Dec 19, 2014

Avaya’s Engagement Strategy Reflects Need for Collaboration in Context

Friday, December 19, 2014

Last week Avaya held an analyst and media conference in Santa Clara that was as notable for what they announced as it was for what they didn’t. Typically vendors use these events to either publicly, or under NDA, announce new products and services. For Avaya however, the announcement was not so much about new products as it was about new, and enhanced existing relationships. Highlighting the news was its partnership with Google to bring Avaya’s contact center agent desktop to Chromebook as a way of reducing agent capital and operational costs.

By Johna Till Johnson
On Dec 12, 2014

Inception: Engineered for Destruction

Friday, December 12, 2014

Unless you’ve been living under a rock for the past decade, you’ve heard about advanced persistent threats (APT): threats that are engineered to unfold over time, slowly infiltrating a chosen target through a range of attack vectors and often utilizing code snippets that are harmless individually, but recombine to become toxic. And of course you’re aware of the promise of cloud, particularly the ability to make resources available more quickly and ubiquitously than ever before.

By Lisa Durant
On Dec 12, 2014

Cisco’s Analytics Announcement and How the Internet of Things Impacts Contact Center

Friday, December 12, 2014

Yesterday, Cisco Systems Inc.’s released the Cisco Connected Analytics for the Internet of Everything portfolio, part of its initiative to push beyond providing network infrastructure towards enabling its customers to extract actionable data from that network. Big data and the Internet of Things (IoT) may not have a large footprint in contact center today, but they are definitely making their way into contact center initiatives.

By Matt Craig
On Dec 10, 2014

IBM and Apple Take Analytics Mobile

Wednesday, December 10, 2014

IBM and Apple jointly announced the release of the first group of IBM MobileFirst applications. MobileFirst comes out of IBM and Apple’s partnership focused on releasing enterprise iOS apps as a mobile front end for IBM’s big data analytics solutions, focused on various verticals. The first released group includes solutions for banking, retail, insurance, financial services, telecommunications, governments and airlines. The idea behind the partnership is simple: let each do what they do best.

By Lisa Durant
On Dec 10, 2014

Does WebRTC Have a Place in Contact Center? Voice4Net Says "Yes!"

Wednesday, December 10, 2014

WebRTC has been a hot topic in the unified communications and collaboration space for quite some time. Meanwhile, discussion about WebRTC in the contact center has gone a bit quiet. The Nemertes’ 2014-15 Enterprise Technology Benchmark found that most contact center infrastructure managers knew little about WebRTC, and 86% had no plans to deploy it. The 14% who were evaluating WebRTC almost unanimously took a “wait-and-see” attitude citing lack of technology maturity and proven business cases as the biggest inhibitors.

By Irwin Lazar
On Dec 08, 2014

Mitel’s Bid For ShoreTel Reflects New UC Reality

Monday, October 20, 2014

News broke this morning that Mitel is attempting to acquire ShoreTel. After being rebuffed by ShoreTel’s Board of Directors, Mitel is now going directly to ShoreTel’s shareholders, offering a 24% price premium over the stock’s Friday close.

 

Mitel’s move reflects two new realities in a changing market:

 

By Irwin Lazar
On Dec 08, 2014

Microsoft Lync No More!

Tuesday, November 11, 2014

Microsoft today announced that it was renaming Lync to “Skype for Business,” forsaking the Lync name’s corporate mindshare for the much larger global brand name awareness of Skype.

By Irwin Lazar
On Dec 08, 2014

Squared, Circuit, and The Future of Collaboration

Wednesday, November 19, 2014

While most of the UC vendors have focused on integrating instant messaging, web conferencing, telephony, and video into their portfolios, a strange thing is happening – workers are increasingly collaborating inside and outside their organizations via text messaging or via apps they’ve downloaded from mobile app stores. Sure this phenomena isn’t new. More than five years ago we started to see workers end-run around IT, adopting things like Google Docs and Skype to collaborate with the world outside of their corporate boundaries.

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