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Nov30

Everything You Need in a Phone...And Nothing You Don't

Posted on 30 Nov 2009 by Joe Staples
With any good purchase, you want to include the functions/features you need, but exclude the functions/features you don't. Otherwise, you either miss out on things you need (under buy) or pay too much for things you'll never use (over buy). As an ex ...[Read More]
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Nov25

Do you "deserve" some time off?

Posted on 25 Nov 2009 by Troy Plott
As we approach the holiday season, time off from work always comes to mind.  In many contact centers, the days and weeks around the holidays are some of the most coveted choices when it comes to getting time off from work.  I myself am getting rea ...[Read More]
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Nov24

Who Says You Can’t Find Love on the Phone

Posted on 24 Nov 2009 by Tom Fisher
Everyone these days has either a George Costanza sized wallet or a keychain the size of a small dog filled with reward cards from every business around.  These programs give you some great perks such as 10 cents off gas, some good coupons in the m ...[Read More]
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Nov19

Voicemail, the next generation thinks it’s ‘totally big’...

Posted on 19 Nov 2009 by Brad Herrington
I was recently tasked with presenting our current voicemail strategy, market numbers, products, etc, to an analyst firm compiling a report on the voicemail market. Why me?  Because I have a good knowledge of our messaging products and little autho ...[Read More]
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Nov19

Video Enabled Contact Center–The other VoIP

Posted on 19 Nov 2009 by Abi Chandra
“As broadband connections grow and penetrate the market, more IP video services will be consumed. By 2011 more than 60% of contact center traffic is expected to be video traffic resulting in higher customer satisfaction” As I read the above state ...[Read More]
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Nov12

SIP Softphone versus SIP Hard Phone

Posted on 12 Nov 2009 by Peter Nees
SIP Softphone Pros: Cost.  In some environments a USB headset might be all that is requir ...[Read More]
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Nov12

Why you will never take away my desktop phone

Posted on 12 Nov 2009 by Tim Passios
I just don't get it. By now you must have heard the news, right? It has been circulating around the internet for some time and has proliferated with the advancement of the smartphone, that one day soon, your trusted desktop phone will disappear. ...[Read More]
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Nov06

Measuring What You Manage

Posted on 06 Nov 2009 by Rachel Wentink
I think we’ve all seen the phrase “You can’t manage what you can’t measure”. This phrase really came home to me recently when speaking to customers planning on adopting communications-based business process automation (CBPA). In some organizatio ...[Read More]
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Nov06

The Name Game

Posted on 06 Nov 2009 by Ritu Maheshwari
A big part of my job as a Product Manager is to talk and discuss and gossip in the office (ok, so I’m bending the truth a little bit, but when my boss asks me about this next week, I can easily attribute it to a typo :)). So yesterday, some of us ...[Read More]
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