Summary of “Birds of a Feather” session at VoiceCon 2010.
Customers are facing common challenges around the cost of upgrades, end of life of their current technology, and lack of innovation.
Shelia McGee-Smith, founder of McGee-Smith Analytics, recaps her coffee talk session on contact centers. A common theme among customers is the consideration of hosted applications in their contact center.
A recap of the 20-year anniversary celebration of VoiceCon. Also notes innovation in the contact center from TDM to SIP and from premise-based solutions to contact centers in the cloud.
Summary of “The Contact Center Update and Forum” session at VoiceCon 2010.
Over half of the 140+ attendees at the session use home agents as part of the contact center operations today.
Considerable interest was shown about the use of SaaS-based Contact Centers.
This week the Federal Communications Commission submitted a proposal to Congress outlining the actions needed to connect the U.S. by national broadband. FCC Agency Chairman Julius Genachowski notes: “It’s an action plan, and action is necessary to meet the challenges of global competitiveness, and harness the power of broadband to help address so many vital national issues.”
Of course, Chairman Genachowski’s statement and the FCC plan are fueling lively discussions about the real value broadband can bring to fixing our economy. (more…)