Business VoIP Enhances the Customer Experience

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PREVIOUSLY PUBLISHED TO TMCNET’S BUSINESS VOIP Cutting costs for businesses, while allowing flexibility to the professional world, cloud contact centers have been becoming increasingly beneficial to enterprises all over the planet.  Not only has cloud collaboration pushed regional boundaries, but it has also cut expenses for travel that otherwise would have meant lost time of department heads and leaders, who are instrumental in leading various teams around the country. Cloud contact centers allow innovative moves towards conference calling and unified communications directly from the cloud. Business VoIP is made possible through these systems, often saving call centers and business operations up to 60% in costs of traditional phone systems. Additionally, calls can be recorded and save within the system, voicemail accessible directly through a centralized e-mail platform. Because of cloud efficiency, it has been predicted that 25% of most IT budgets will be set aside for cloud-based systems. Growing from a storage-based technology, professionals have been learning to increase productivity by working within the cloud directly. Because these systems can be accessed across a variety of devices, many professionals are opting to work “on the go,” utilizing tools and communications platforms within the cloud system, where they are also able […]

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TokBox, Polycom Leading to Faster, More Productive Tech & Conferencing Experiences in 2016

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PREVIOUSLY PUBLISHED TO TMCNET’S CLOUD COMPUTING MAGAZINE Recently, TokBox (News – Alert), a Telefonica company and recognized leader in WebRTC, announced the release of yet another collaborator tool in mobile integrations. While companies are pairing up to bring the ultimate communications experience, TokBox makes its contribution to the overall customer experience, while eliminating some of the frustration that comes with tech support and strategic planning via remote interface.  As businesses are adopting the ability to engage customers in video-enriched tech experiences, TokBox’s annotation tool allows for convenience in literally pointing out the problem. Whether through screen sharing or screenshots, TokBox’s annotation tool allows users on either side of the conversation to engage in markup, calling attention to important points within the conversation. While this can already be done through standard mobile editing tools, TokBox allows for live screenshares and annotations through its OpenTok platform. In tech support, customers can point out exactly what is broken, while specialists can direct customers to exactly which button resets a system and in which direction the switch needs thrown. There is no more room for a twenty-minute conversation trying to explain where on a device the customer should start looking. This cuts back call times, […]

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BrightPoint Security Enhances Community-Based Threat Intelligence Capabilities

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PREVIOUSLY PUBLISHED TO TMCNET’S CLOUD SECURITY It’s no secret that criminals will always search for ways around even the most advanced security, whether with the mission to takeover, destroy or steal. Cyber attacks are imminent for all businesses that find themselves doing well – or at least appearing to be. Early warning signs aren’t always there to shield businesses from threat; but when they are, BrightPoint Security can provide solutions, intelligence and protections amongst their IT infrastructures and partner ecosystems. BrightPoint Security’s Threat Intelligence Platform provides “automation, curation and the sharing of threat intelligence” amongst enterprises, helping them to shield against cyber attacks based on trends and vulnerability. In the latest Sentinel release BrightPoint Security has added enhancements to give IT security professionals better insight, almost immediately, for predicting when potential threats could strike, as well as the risk level that comes with it, enabling IT to enforce security controls. Of interest here is the use of community-based threat intelligence which allows businesses to share experiences, providing insight to one another and awareness of current and emerging threats across enterprises, their digital ecosystems and infrastructures.  In this way community member will be able to at first assessment to remediate potential […]

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A Case Study: Social Media Listening Needs to Be in Your Marketing Scope for 2016

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Are you ready to listen, yet? As we enter 2016, our social media strategies had better include social listening. Otherwise known as brand monitoring, brands have been finding added value in social media by paying attention to what their enthusiasts have to say. Whether seeking validation for our future marketing campaigns or looking to improve product delivery, brand monitoring has been benefiting brands across the web for some time now. Business 2 Community recently broke down ten ways social listening can benefit your business. As brands improve the customer experience, we need to improve our customer service strategies, as well. How else can we improve customer service without getting to know our customers intimately? In early 2015, a telecommunications company (name withheld) lost many customers who were no longer locked into a two-year agreement, thanks to horrible customer service techniques. Not only did their service fall short of expectation, but they faced multiple overcharge and device failure – gaining the brand a bad reputation. In many cases, refunds were in order for customers spending hours of talk time with customer service, repeating their nightmare to representatives, while pleading to be heard. They often received no follow-ups and were therefore never […]

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LiveOps Cloud Platform Acquired by Global Investment Firm

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Previously Published to TMC Net’s Cloud Contact Center Global investment firm Marlin Equity Partners has announced it has acquired the LiveOps Cloud Platform. With over $3 billion in managed capital, the firm can now focus on the future of the cloud contact center and customer service solution, adopted by more than 400 companies around the world. Existing investor Presidio Partners was also part of this acquisition, which will allow LiveOps (News – Alert) CEO Vasili Triant to remain at the head of the LiveOps Cloud Partner. The market for cloud-based contact centers is expected to reach over $14.7B by 2020 with LiveOps holding a large portion of this market space. LiveOps will continue to be an independent entity, but it will be working to advance the potential of this platform through strategic initiatives in development and innovation. LiveOps Agent Services, as led by General Manager of Agent Services Greg Hanover, was not part of this acquisition but will remain a key customer of the LiveOps Cloud Platform. This is an important point to clarify. “LiveOps Cloud Platform is a true cloud solution that is utilized by hundreds of brands worldwide,” noted Ryan Wald, a Partner at Marlin. “We believe the platform […]

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What the Vidyo VP9 Release Means for WebRTC

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PREVIOUSLY PUBLISHED TO TMCNET’S WEBRTC SOLUTIONS With over 37 bugfixes and new added features, Chrome48 is now being enhanced with scalable WebRTC and VP9 updates. As Chrome collaborates with Vidyo to release the new VP9 codec, cross-platform delivery will now allow video calls to take place through the same high quality it always has but with a 40 percent lower bitrate than the previous VP8 codec. This leads to improved HD-calling at the previous bitrate through the WebRTC open source project. The downfall is that it will take up an additional 15 percent of CPU. While the stream may not freeze and lag as much, systems may. Portable devices may also see a decrease in battery life when the app is powered on. There are many cases where previous versions of Hangouts have completely killed batteries for tablets using this app, requiring additional charge time. The plus side to this new release, however, is that it is scalable. All things considered, battery life may not be a problem after all. This will encourage an increase in video calling for both business and pleasure. Because Chrome will utilize the previous VP8 codec by default, VP9 will have to be applied directly […]

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For New Orleans 911 Dispatchers, Call Center Efficiency is Life or Death

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PREVIOUSLY PUBLISHED TO TMC NET’S CALL CENTER SERVICES Districts all over the United States have sections of their cities that are getting by with minimal coverage to their 911 operations – and, it’s costing lives. Fox 8 New Orleans reports that for one New Orleans dispatch center, City Council members have had enough. They feel their current staff of dispatchers is overworked, underpaid and not able to adequately provide emergency service to the citizens in specific districts. They are also proposing an amendment that would reallocate funding of between $1 million and $1.5 million to increase staffing and make call taking processes more efficient. “What I heard from the community members over and over again were harrowing stories about 911, long wait times, disconnections and situations in which the phone calls just went unanswered,” expressed Jason Williams, Council President. He continues, “Right now, there’s not enough of them. We have only one supervisor per shift, which means that if that person calls in sick, there are no supervisors. So, we must devote resources to this area, so we can attract qualified 911 operators.” Not only would funding increase how many dispatchers would be on duty at once, but it would also […]

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GAWK, Inc. Acquires Connexum, Will Triple Annual Revenue

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PREVIOUSLY PUBLISHED TO TMC NET’S CLOUD CONTACT CENTER GAWK, Inc. is essentially an advanced data center solution with efficient cloud-based servicing and a content delivery network. This week, GAWK announced its acquisition of Connexum. This deal is set to increase annual revenues for the company at an upwards of $6 million. This acquisition will also include Connexum’s wholesale telecommunications carrier with associated product and service lines. All assets of Connexum will now belong to GAWK and will mark the third acquisition for the company in a strategy to grow cloud-based communications services. GAWK grew interested in Connexum’s position within the VoIP sector, which spurred this acquistion. This merger will ripple current revenue streams by three times its current income and allow GAWK to continue growth and innovation, providing infrastructure as a service. “This merger amplifies the existing business model of both GAWK and Connexum, making the continuing operation a leader in cloud-based call center services,” Kris Droge, CTO of Connexum, commented. GAWK has been most known for its cloud-based services, but the company seeks to innovate current technology platforms and establish a national chain of data centers and to expand its international presence over time. With a presence already in […]

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Blue Jeans Network Leverages Feedback from Influential Client Base

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PREVIOUSLY PUBLISHED TO TMC NET’S WEBRTC SOLUTIONS With a mission to “make video communications as easy and pervasive as audio communications are,” Blue Jeans Network continues its journey in “enabling more effective collaboration at work, at home and on the road” through its most recent release of Blue Jeans 3.0. Blue Jeans Networks plans to deliver superior customer experiences, across platforms by streamlining interface integrations, which include Slack, WebRTC Support and Canvas. The goal here is to enrich real-time video experiences for the modern employee. The Blue Jeans Network has estimated an annual consumption of over a billion minutes of face-to-face interaction through their server. It is interesting to note that Blue Jeans Network has only about 5,000 clients around the globe. This means that 5,000 people love the product and are influential in the growth and demand for Blue Jeans Network. According to the company, this was actually “the driving force behind the scope and nature of this release.” While the enterprise has only about 5,000 clients, they service over 25 million consumers a year through the Blue Jeans video conferencing service and live events platform.  “As we grow and penetrate new lines of business, we want to ensure […]

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Outsourcing the Right Way: An 8-Step Program Ahead

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PREVIOUSLY PUBLISHED TO TMC NET’S CALL CENTER SERVICES CIO.com, a site serving Chief Information Officers, introduces us to “eight tips for choosing the right contact center for business.” These tips help us better understand what to look for when outsourcing third-party representatives for our call center initiatives and customer service support. Many of us choose to outsource to cut corners in our budgets, while others may choose to outsource expert call center professionals, fully equipped to handle large workloads. “1. Have a good sense of what you need, or want, before you start interviewing contact centers.” The first step in choosing the right call center agency is defining what you are looking for in a service provider. If the outsourcing agency isn’t fulfilling an exact need, you’re misusing budgets. Don’t hire a call center that doesn’t provide e-mail correspondence and virtual sales if a majority of your customers connect through the Web. If you need service after business hours, why are you sacrificing peak sales hours? “2. Get references and speak with other clients.” Once you find a call center that serves your direct needs, be sure to do a background check. You may need to ask for references, or […]

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