toward

 

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.

Senate Takes First Step Toward Modernizing 911 Systems

The Senate has passed a homeland security bill that includes funds for public safety answering points (PSAPs) to upgrade systems to accommodate E911. The Senate on Tuesday evening passed the Improving America’s Security by Implementing Unfinished Recommendations of the 9/11 Commission Act of 2007, which included an amendment sponsored by Sens. Ted Stevens, R-Alaska, and […]

Seven Steps Toward Control

Forgive me for sounding like a self-help book. Thats not my intention. Many of you have spoken to me privately about my recent editorial (February 2007) on carrier commitment and ways that your partner sales organizations are trying to insulate themselves from the inevitable ups and downs of carrier compensation and engagement policies. Many of […]

CallTower Signs WCC, Sandler as New Partners

CallTower Inc., a provider of hosted communications and collaboration applications for businesses, said today it has added two regional partners in Southern California. West Coast Consultants Inc. (WCC) and Sandler Partners now will sell CallTower’s voice and data products that connect applications including the Cisco Systems Inc. CallManager and the Microsoft Exchange Server with mobile […]

WTG Touts Killer APP, Partner Perks

Master agency World Telecom Group (WTG, Booths 426-428) said this week agents now can get more out of their sales opportunities by taking advantage of WTGs Killer APP, or Affiliate Partner Program, part of PartnerEdge. WTG introduced the Killer APP because agents were turning down too much business. Vince Bradley, WTGs president and CEO, said […]

Extending the WAN With Wireless

DEALERS TAKE NOTE: WIRELESS is becoming an integral part of the WAN sale as mobility continues to become intrinsic to the business environment. A new study from In-Stat says business-related wireless data service will have an average growth rate of 18 percent per year through 2009. The transformation of telecom spending continues unabated, In-Stat analyst […]

ROUND TABLE

After the 96 Act was passed, the general position of the competitive community was very favorable toward the Act and thought that it was a great effort by Congress to balance the competing interests and needs and really create a level playing field. Unfortunately, the FCC, while they did a good job in some areas, […]

MCI Completes Totality Acquisition

MCI Inc. has completed its acquisition of Totality Corp., a privately held provider of remote managed services for applications and infrastructure. MCI says the buyout is a step toward the expansion of its managed services capabilities. It also means MCI can enable remote monitoring and management of applications, whether they are hosted at MCI’s colocation […]

Eschelon Telecom Closes IPO

After lowering its share prices to $14 last week, Eschelon Telecom yesterday closed its initial public offering, which garnered net proceeds of $69.8 million. Eschelon sold 5.3 million shares, leaving nearly 804,000 for its underwriters. The company now trades on the Nasdaq under the symbol “ESCH.” Some of the proceeds from the IPO will go […]

One Small Step Toward VoIP

Enterprises of all sizes and their solutions providers are finding in many cases migrating to VoIP can be akin to a trip to the moon with equipment, coordination and expense required for launch much more than they expected or can bear. Vendors now are addressing this reality with migration appliances as stop-gap solutions or even […]

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