Fonolo brings virtual queuing to the masses with new flat rate pricing

by Eugene Liu February 2, 2012

There’s no law against putting your customers on hold while waiting for a live agent, but that doesn’t mean you should operate a contact center that way. Today’s customers are no longer just armed with a telephone line to complain, but they’ve got smartphones and social networks to make their complaints louder than ever and [...]

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The future of video in the contact center

by John Stepp (Guest Author) January 23, 2012

When I was on the phone recently with my website provider, I really would have liked to have had a video connection. I am certain that I could have gotten more out of the call if it was video. At least it was a real time call and not through e-mail. The voice inflections gave [...]

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Telax announces an HTML5 contact center agent software

by Eugene Liu January 18, 2012

Isn’t this intriguing… Hosted/cloud contact center provider Telax made an announcement about the release of an HTML5-based agent desktop software, Call Center Agent (CCA), with an emphasis on its ability to run on Apple Macs.

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TalkingPointz research reports offer fresh views on UC vendors

by Eugene Liu January 10, 2012

Dave Michels is an UC nut. And I mean that in the most complimentary way. That’s why he’s capable of writing these very comprehensive research reports on UC vendors (Mitel Networks and NEC reports are currently available), and I’m grateful that he gave me a courtesy copy to read over. (Disclosure: I do not receive any [...]

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Alcatel-Lucent CEO rules out deep job cuts

by Eugene Liu January 4, 2012

In an interview with the French daily Les Echos ALU CEO Ben Verwaayen ruled out deep job cuts similar to the scale of Nokia Siemens which in November announced eliminating 17,000 positions. According to Verwaayen: “There’s no way we are cutting our staff by 25 percent. We are in a different situation because we have quickly [...]

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Happy New Year (2011 in review)!

by Eugene Liu December 30, 2011

Thank you from the bottom of my heart for your support and readership. InsideCTI will soon be two years old — an eternity for any (niche) blog! I’ve come to realize that a great number of you share the same passion for contact center news and customer service principles. This is evident as the blog [...]

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Nuance to acquire Vlingo, may run out of competitors to buy (sue) in 2012

by Eugene Liu December 20, 2011

Major breaking news in speech tech: Nuance announced today that it will scoop up Vlingo. Oh, and happy Hanukkah (not in the press release). Supposedly Vlingo was the other company that Apple was evaluating when developing Siri on the iPhone 4S. Here’s a bit of backstory between Vlingo and Nuance. It’s not pretty, but now [...]

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Siemens Enterprise Communications preps for global relaunch

by Eugene Liu December 20, 2011

What’s on the new year resolution list of Siemens Enterprise Communications? Start referring to itself as SEC and not SEN? Wow businesses in both North America and Europe with cloud solutions? Make Siemens a household name among American contact centers? Probably all of the above and then some. Adweek reports that the company will dish out [...]

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Merry Christmas!

by Eugene Liu December 19, 2011

Is this your favorite time of the year? Christmas is just a few days away! Well, I hope you enjoy the Christmas holiday with family and friends. And if your contact center is outsourced to the Philippines, halfway across the world, I don’t think they’re working as hard, as shown on this video of 7,000 [...]

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Avaya wants to buy RADVISION

by Eugene Liu December 14, 2011

Year after year of losses and a mountain of debt shall not prevent Avaya from gobbling up companies. Apparently Avaya is interested in Israel-based RADVISION, a maker of videoconferencing solutions, according to Globes: Sources inform ”Globes” that Avaya plc (NYSE: AV) is in advanced talks to acquire video conferencing solutions developer Radvision Ltd. (Nasdaq:RVSN; TASE: RVSN) for $200 [...]

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