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First Contact

First Contact 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 contact center managers goal.

ShoreTel Signs Black Box as New Partner

IP equipment maker ShoreTel has signed Black Box Corp. as a new distributor. ShoreTel earlier this year scored CDW as a new VAR partner and, this week, also added Black Box Corp. to its channel roster. Black Box builds and maintains voice and data networks across the globe. Its the company that, last year, bought […]

Vonage Manages to Staunch the Bleeding

Vonage Holdings Corp. isnt out of the woods yet, but its outlook seems to be improving. The embattled VoIP services provider on Wednesday said it slashed its second-quarter losses by 54 percent, mainly by cutting down on marketing expenses. Vonage lowered its net loss to $33.3 million, or 22 cents per share, in the three […]

Sprint Profits Drop to 1 Cent Per Share

Sprint Nextel Corp. reported a drop in second-quarter profits on Wednesday due to its WiMAX initiative and takeover expenses. The wireless provider said it earned $19 million during the three months that ended June 30, or 1 cent per share, compared with $370 million, or 10 cents per share, during the same period a year […]

AT&T Reports 61% Growth in Profits

AT&T Inc. reported a 61 percent surge in profits during the second quarter of 2007, thanks to the BellSouth Corp. acquisition and an exclusive deal on Apples iPhone. The nations largest local phone company said Tuesday its net income totaled $2.9 billion, or 47 cents a share, up from $1.8 billion, or 46 cents, a […]

Add-On Applications

The most overlooked way to increase your bottom line recurring commission is to sell more managed services, such as email hosting, which can drive both wireless activations and wireline revenue. Gone are the days of banking on steady income from now commoditized broadband services. Also gone are the carrier-owned hosting facilities that proliferated during the […]

Alcatel-Lucent Net Drops

Alcatel-Lucent posted a net loss 8 million euros, or $10.8 million, during the first quarter mostly because of the companys $11 billion dollar merger. The French-American equipment maker reported first quarter net income of 199 euros ($268 million), or 9 cents per European share, compared with 306 million euros, or 13 cents per share, during […]

XO Lowers Losses

XO Holdings Inc. reported Thursday that it lowered its net loss by more than 50 percent during the first quarter compared to the same time last year. The companys net loss was $20.6 million during the first quarter. It was $43.7 million in 2006. XO reported its revenue at $348.5 million compared with $349.6 million […]

Vonage Losses Narrow

Troubled VoIP company Vonage Holdings Corp. reported Thursday its net loss narrowed during the first quarter despite an ongoing legal battle with Verizon Communications Inc. The first-quarters net loss was $72 million, or 47 cents per share, compared with a loss of $85 million during the first quarter last year. The company was not publicly […]

Cisco Net Profits Rise 34%

Cisco Systems Inc. posted a 34 percent rise in net profit for its fiscal third quarter, which ended April 28. The company said businesses and phone companies bought more equipment to accommodate increasing Internet traffic. Cisco said its net income rose to $1.9 billion, or 30 cents per share, from $1.4 billion, or 22 cents […]

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