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What started out as a Web search company now has its hands in almost anything high-tech. Cloud software, Android, Google Glass, self-driving cars, Google Fiber Gigabit broadband, balloon-powered Internet, robotics (it acquired Boston Dynamics), smart homes (Nest acquisition), …

And now it will join a global consortium to build and operate a new trans-Pacific cable costing $300 million.

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in Internet

The contact center is the frontline where customer meets company. In a perfect world if you can capture 100% of contact center data in order to run some analysis on anything, you’ll find out quickly what customers are complaining about, what products are hits, and what internal processes are broken.

Or, if the on-hold music is crap and tarnishes your corporate brand. For example, Apple. Do you expect to hear distorted on-hold music when calling the birthplace of the iPod, MacBook Air, iPhone, and iPad? Of course not. Because consumers have come to expect near perfection and attention to details with the Cupertino company.

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Trouble at Unify

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When was the last time you heard any company CEO announce a plan to slash 50% of headcount?

That’s what Dean Douglas of Unify (formerly Siemens Enterprise Communications) said recently:

The restructuring plan, which is the subject of discussions with multiple stakeholders, will streamline the company’s operations. It is expected to result in an overall reduction in headcount of approximately 3,800 people out of a workforce of nearly 7,700 worldwide, with Central Europe accounting for 50% of the reduction.

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in Internet

After years of development and hype, the promise of unified communications remains partially fulfilled. Yes, there are some nice UC implementations today…if you buy more vendor software and maybe even hardware. Yes, UC works great…if you only use the company issued devices.

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Attending NICE Interactions 2014

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Lucky me… I get to go to my first NICE global customer conference next week!

I will be one of the many Verizon folks in attendance. Big Red is a Gold Sponsor this year, which means Big Red can bring a big crowd. Please stop by the booth to say Hello!

I am fairly new to the NICE landscape so definitely looking forward to all the workshops and sessions, and meeting NICE folks as well as their other customers. Bonus: Steve Wozniak and Tony Hsieh are general session speakers!

So hope to see you in person at NICE Interactions 2014 next week, or if you cannot make it maybe follow you on Twitter via #nicei2014.

Now you can order Avaya with a side of Fonolo

in News

Congratulations on the partnership with Avaya, you’ve certainly come a long way.

Fonolo was started to solve a problem we all have endured – phone in hand, listening to on-hold music, waiting for service. More importantly, it’s one of the more recent telecom startups to realize the disruptive force of the cloud.

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Apple bought Novauris to boost speech recognition

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TechCrunch broke the news the other day about Novauris getting acquired by Apple. As with many of Apple’s smaller acquisitions, this transaction was kept low profile, and it actually happened last year. Nothing on the companies’ websites indicates such an announcement. Apple definitely regards any improvement to speech recognition as a critical component in delivering the best mobile experience, namely with Siri on iOS.

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Five9 IPOs with great fanfare

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Cloud contact center vendor Five9 reached a milestone on Friday, April 4, with its debut on NASDAQ under ticker FIVN. The IPO price was $7 per share and went up as much as 16% to finally settle at about a 9% gain at the end of the day.

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Ex-Nortel employees run massive patent consortium

in Telephony

Nortel is no longer with us, but its legacy is without denying. And not just from the old Nortel PBXs and desk phones you still see once in a while, but something of greater impact to businesses.

Patents. Thousands of them.

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in News

On March 18 Genesys announced the acquisition of Solariat assets, primarily the SocialOptimizr social analytics product. Genesys has been on a buying spree for the past year or so, mostly focused on expanding its cloud portfolio and customer base. But the Solariat acquisition will no doubt be fitted into Genesys’ continued efforts to improve its Customer Experience Platform.

I’ll be the first to admit: I’ve never heard of Solariat and/or SocialOptimizr. Which makes this announcement even more intriguing…

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