Proactive, pre-emptive customer service

by Eugene Liu November 11, 2011

Most companies establish contact centers to handle all those inbound customer service requests, whether it’s calls, emails, or otherwise. But when tons of money and effort is being spent on the design and implementation of a world-class contact center, are there discussions on how to proactively pre-emptive an inbound interaction? In other words, pushing service [...]

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Twilio now available in Europe

by Eugene Liu November 1, 2011

Silicon Valley-based cloud web telephony darling Twilio has launched its Voice product in the UK as well as opening a new office in East London, allowing developers to finally purchase UK phone numbers and target local users. It’s also serious about expanding in Europe — together with the UK launch, Twilio is offering beta services [...]

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Betting on the cloud and collaboration

by Eugene Liu October 27, 2011

Are you still a cloud skeptic? Love those on-premise servers and equipment? Do you laugh at your competitors who are engaged in cloud-based services? Maybe Oracle CEO Larry Ellison can change your mind. What about your voice services? Do you consider voice as a tool for collaboration? Do you even think about enabling effective collaboration [...]

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Avaya gets into speech analytics with Aurix acquisition

by Eugene Liu October 21, 2011

Avaya continues to make inroads into expanding its unified communications and contact center capabilities with the acquisition of UK-based Aurix. The portfolio from Aurix will enable speech analytics on the Avaya Aura platform. Aurix’s speech analytics engine is used in several well-known products in the industry. The Aurix acquisition came just a few weeks after [...]

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Alcatel-Lucent unloads Genesys to Permira

by Eugene Liu October 12, 2011

The Financial Times just broke the news a few hours ago that Alcatel-Lucent has agreed to sell Genesys — not all of the Enterprise division — to European private equity firm Permira. The final price? $1.5 billion. No updates on ALU, Genesys, or Permira’s websites. The saga finally ends (follow the drama here, here, and here)? [...]

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Siri, did Apple buy Nuance’s silence?

by Eugene Liu October 6, 2011

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 iPhone 5 to be announced, it was only an iPhone 4S being the grand finale in the “Let’s [...]

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Avaya aims to harden IP solutions with Sipera acquisition

by Eugene Liu October 5, 2011

I saw Sipera Systems at the last Enterprise Connect and was intrigued by its market niche: UC and VOIP security. Enterprises are fast to jump on the UC and VOIP bandwagon, but oftentimes they neglect the security aspect of these deployments. Sipera, backed by renowned VCs Sequoia Capital and Star Ventures, was one of the [...]

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Nuance starts new developer program, opens floodgates for more voice apps

by Eugene Liu September 28, 2011

Is it game over for other speech tech companies? Nuance is truly the dominating force in this area and with a partner like Apple, it’s reminiscent of the famed Wintel alliance that still exists today… Today the company announced its NDEV Mobile program which offers its popular Dragon SDK to multiple platforms: Web-based, iOS, Android, [...]

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OpenVBX now works with Tropo

by Eugene Liu September 21, 2011

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 catch: it requires Twilio as the cloud telephony provider. Not cool, right? That requirement translates to OpenVBX having some limitations such as no international [...]

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8×8 buys Contactual, Dan York leaves Voxeo

by Eugene Liu September 14, 2011

Guess which piece of news came as a shocker? Dan York, master tweeter and Director of Conversations at Voxeo, will join the nonprofit organization Internet Society (“ISOC”) starting next week, to “join the fight for the open Internet“: The particular project I will join within ISOC is a brand new initiative targeted at helping bridge [...]

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