Cloud

 

Higher Calling

The beauty of hosted call center technology is deceptively simple: In a world with a high commoditization of network services, the hosted contact center lets agents and VArs move up the value chain, reduce attrition and become resources that customers ask to address real business needs. For businesses, it provides an opportunity to leverage the […]

IBM Acquires WebDialogs

IBM said Wednesday it has acquired privately held Web conferencing company WebDialogs Inc. for an undisclosed amount. Billerica, Mass.-based WebDialogs has more than 500,000 users and offers online meeting and collaboration services that combine Web and audio conferencing. IBM said with the acquisition of WebDialogs it is adding a software-as-a-service delivery model to Lotus Sametime […]

RCN to Use deltathree VoIP Platform

RCN Corp. will use deltathrees consumer VoIP platform to help it expand its service area, the companies said Thursday. RCN will offer a VoIP phone service implemented via deltathree’s platform to supplement its current switched-based domestic and international phone services. deltathree’s hosted consumer VoIP solution will provide RCN with platform components such as Web development, […]

Intelliverse: Job Cuts Part of Sales Reorg, Agent Program Intact

Intelliverse confirmed today it cut one-fourth of its 20-person sales team. The company said its vice president of channel sales and four other staff members were let go as part of a reorganization of the sales department, but the reductions including the entire three-person agent sales team do not mean the company is shutting down its […]

Top UC Trends

For VARs and agents looking to capitalize on the promise of unified communications, the market bears watching as several trends continue to develop, from the snowballing presence of Microsoft (no pun intended) to taking UC mobile. For instance, industry watchers are keeping an eye on how Microsoft Corp.s release of its UC portfolio this fall […]

Compensating for Change

With increasing portfolio complexity and a wide range of customer targets, resellers, master agents and service providers are wrestling with how to realign their indirect and direct sales channels to overcome a stagnate reality: Too many salespeople are unfocused, chasing the opportune sales instead of pursuing more difficult, highmargin prospects. Fortunately, theres hope. Companies can […]

Harmonic Convergence

With the hype machine cranked to max volume, businesses large and small are tuning into the promise of unified communications (UC) and how they might use this sleek new technology to put a presence-enabled portal on their desktops for click-to-call, click-to-conference, click-to-read your voice mail, click-to-Web cam, click-to you name it. Sounds good. Maybe a […]

Manual Intervention

In the back rooms or on the bottom shelves at almost any small, medium or large business, there rest the emergency manuals. Employees consult these manuals during an emergency situation to determine what protocol to follow, the tasks for which they are responsible and whom to call during which stages of the incident that is, […]

MVN-OH-NO?

Ampd Mobile Inc. is perhaps best known as the hipster virtual operator that makes 3G content and enhanced applications, such as social networking and Webmobile integration, its primary focus, hoping to capture the tech-savvy teen and twentysomething market. So when it filed its petition for Chapter 11 bankruptcy in June after 17 months of fast […]

First Contact

Solutions for the contact center beat out hot technologies such as mobility, unified messaging and multimedia collaboration as vendors’ top new applications in 2006, according to analyst firm TelecomTactics. Vendors have addressed a number of contact center functions with an eye toward achieving first-contact resolution. Handling customer requests completely during the initial contact is every […]

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