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Mar31

Are you a "Phony"?

Posted on 31 Mar 2010 by Ritu Maheshwari
  7:30AM: I open half an eye-lid, snooze the alarm and grab my iPhone. As I sit up in bed, my fingers are automatically unlocking the phone; searching for new mail…YES…my day has begun!! I answer some email as I brush my teeth (pardon the typos ...[Read More]
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Mar30

Top 5 Reasons Desktop Apps are better than Web Apps

Posted on 30 Mar 2010 by Peter Nees
Top 5 Reasons Desktop Apps are better than Web Apps Desktop Apps… 1.       Can conveniently run in the background and pop windows or notifications in a friendly manner Have you seen web apps try to pop windows or notifications?  They are not al ...[Read More]
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Mar26

Video IVR - Hot or Not?

Posted on 26 Mar 2010 by Rachel Wentink
While Joe Staples has been spending time in Japan, I've been visiting Turkey, specifically in Istanbul. Here video IVR is an increasingly popular application for the contact center. 3G phones open up the opportunity for consumers to visually navigat ...[Read More]
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Mar22

Healthcare reform and call centers

Posted on 22 Mar 2010 by Matt Taylor
President Obama will be signing the new healthcare reform bill into law on Tuesday.  Agree with the new legislation or not, this massive reform bill will have a major impact on most individuals and companies.  As I scanned through the legislation, n ...[Read More]
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Mar21

Know your customer -- a lesson from two cultures

Posted on 21 Mar 2010 by Joe Staples
I’ve just left Japan after a few days meeting with partners, press, and vendors (writing my post at 38,000 feet). I think the Japanese country and culture are amazing. It constantly amazes me how differences in culture can have such a profound eff ...[Read More]
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Mar19

Cloudy, with a chance of hosting.

Posted on 19 Mar 2010 by Brad Herrington
Is there any hope left for premised based technology? I’m starting to wonder. At the beginning of the year one of my fellow bloggers, Joe Staples, listed 'The Cloud and CaaS' as his number one hot topic of 2010. Ahead of even business process auto ...[Read More]
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Mar12

Deploying VOIP via the Internet

Posted on 12 Mar 2010 by Tom Fisher
Over the past few months we have been seeing a larger and larger portion of our customer base inquiring on the feasibility of running agents over the Internet for voice.  This is being further driven by ultra high speed connectivity provided by FI ...[Read More]
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Mar08

Agent Schedule Preferences: The softer side of scheduling.

Posted on 08 Mar 2010 by Troy Plott
We recently released the Agent Preferences feature for Interaction Optimizer so I thought it would be appropriate to blog about some of the benefits of using preferences as a scheduling method.  In addition to preferences, there are several method ...[Read More]
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Mar04

Six Degrees

Posted on 04 Mar 2010 by Abi Chandra
Last weekend I was helping my niece research the history of telecommunications for a school paper.  The following is my attempt to present some interesting historical facts in a way that would make even Kevin Bacon proud. Alexander Graham Bell a ...[Read More]
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