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The ‘Google+ for customer service’ bandwagon is still missing some wheels
WARNING: Minor adult language contained in this post. If you are easily offended by vulgar slang then you may not have worked in the industry long enough… Look away now and hope for a better post in...
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Registration discount for Web 2.0 Expo New York
Web 2.0 could mean so many things to so many people (for a lot of us it’s the exciting developments in Web telephony). Why not attend the Web 2.0 Expo in NYC, Oct. 10-13, to learn and share from other...
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ITEXPO: Hoot.me making strides after StartupCamp win
John Stepp, President of Free Tech Consultants, is in Austin, TX for the ITEXPO West conference. He caught up with hoot.me, the winner of last year’s StartupCamp, started by students from the...
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OpenVBX now works with Tropo
OpenVBX is an open source Web-based business phone system that’s powered by Twilio. It’s just like a lightweight PBX with typical features such as menus, voicemail, messaging, etc. except there’s one...
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Siri, did Apple buy Nuance’s silence?
First, RIP Steve Jobs. The world will miss you dearly. It was only the day before his death that relatively new Apple CEO Tim Cook unveiled the iPhone 4S. So while many speculated and hoped for an...
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‘United Breaks Guitars’ dude starts Gripevine, will it work?
Remember Dave Carroll? The musician responsible for shaming United Air Lines with a simple but popular (approx. 11.5 million views to date) song “United Breaks Guitars” after getting no customer...
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Lack of Voice in Google UC effort
Google’s annual developer conference, Google I/O, just concluded last week and has managed to generate a lot of excitement among fans. A new faster, smoother Android 4.1 (dubbed JellyBean); a $200...
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Zen(desk) and the art of customer service through Facebook
How about this for Zen: the loudest customer complaints are the ones you don’t hear. Armed with nothing but a webcam or even just a mobile phone, disgruntled customers are on YouTube, Twitter,...
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What WebRTC means for the contact center
Sponsored by Angel, a leading provider of cloud-based Customer Experience solutions for IVR and contact centers. One of the terms you should get used to hearing a lot in 2013 is WebRTC. Don’t let the...
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Voice-enabled Starbucks Verismo
Do you feel like this when talking to some IVRs? (Yes, this is a SNL parody so calm down you Starbucks fans…)
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WebRTC, threat or opportunity?
For once a geek-worthy conference was held in my backyard, the city of Atlanta. WebRTC Conference & Expo (east) was June 25-27 and showcased some well-known corporate sponsors such Google, Mozilla,...
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Intel ditches the cloud in speech recognition
Cloud this, cloud that… These days you cannot read a day’s worth of tech news without the word “cloud.” The cloud is streaming movies. The cloud is securing your passwords. The cloud is storing your...
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Apple unveils unified communications for the masses at WWDC
After years of development and hype, the promise of unified communications remains partially fulfilled. Yes, there are some nice UC implementations today…if you buy more vendor software and maybe even...
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Do your execs know the company on-hold music sucks?
The contact center is the frontline where customer meets company. In a perfect world if you can capture 100% of contact center data in order to run some analysis on anything, you’ll find out quickly...
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