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I was recently asked to talk to some of our many contact center customers about the new contact center trends. It struck me that all the trends I’ve seen over the years all pivot around one theme – how to both improve customer service yet also decrease costs. This is not an easy thing to...

Last week, I introduced some cool goings on in the contact center , such as cloud, smartphones and video. This week, I’ll finish my thoughts about how the contact center will continue to morph. Integration of social media is also becoming more critical. If there’s outrage over a product...

When I started writing my blog about why the fax is still relevant a few weeks ago, it got me thinking about the contact center in general. I spend a lot of time talking about mobile networks and service provider-related things like signaling, but in my early years at Dialogic, I learned a lot about...

NENA is the National Emergency Number Association ( www.nena.org ) and I’ll be travelling to NENA 2011, which is in Minneapolis from June 18 th – June 23 rd . This gives attendees the opportunity to network, to discuss your innovations in the technologies transforming how 911 services are...

In my last blog entry, I discussed how Interactive Voice/Video Response can be used as part of a self-server solution. This raised some questions on using Video in an Agent Assisted Customer Service solution. The first thing I know is that is not about the customer and the agent looking at each other...

When I’m traveling to customers and talking to them about mobile video, most of them understand the “video to the mobile phone” opportunity but are also curious to understand what others are doing around the world. I can easily show them a YouTube video on my BlackBerry. But it’s...