insideCTI - Latest Comments

Re: Mobile customer service can save Twitter

Tobias Goebel — Mon, 10 Aug 2015 10:58:01 -0000

...and what if some of those inquiries could be automated using Natural Language Understanding technologies and human backup when needed? Customer service is already happening on Twitter, so why not embrace it fully? It can't be the only thing happening on the channel, but it should be one (bigger) part... Agreed.

Re: Now you can order Avaya with a side of Fonolo

Shai Berger — Sun, 18 May 2014 11:17:42 -0000

Thanks for the great write-up Eugene!

Re: Enterprise Connect 2014: Not again! Genesys announces another acquisition

Employee — Wed, 26 Mar 2014 00:34:09 -0000

Why all the hate? Hasn't your business mentor ever told you that loose lips sink ships.

Re: The ‘I’ in IVR should mean “intelligent”

Jessica Hutchins — Tue, 04 Mar 2014 03:59:57 -0000

Hello there,

My name
is Jessica Hutchins and I’m a professional
blogger.

I have over seven years of experience writing for the web and have
covered plenty of interesting topics.

I noticed that you have a blog -http://insidecti.com/wordpr...}

… and was wondering whether you would be interested to accept some
relevant topics as guestpost for your blog.

Please let me know your interest so that I can send across some
topics from where we can get started.

Hoping to hear from you at the earliest!

Thanks Much!!

Kind Regards,

Jessica Hutchins

Writer and Blogger

Re: Hacker extraordinaire Kevin Mitnick to speak at Voxeo Customer Summit

cazi — Wed, 25 Sep 2013 07:22:45 -0000

hello Kevin

Re: Celebrating 100 Facebook fans

qheather — Mon, 03 Dec 2012 10:11:50 -0000

If there are any available, I would like a copy. Mismommy@live.com

Re: The cloud can be more, do more

Peter Fretty — Wed, 18 Jul 2012 14:32:47 -0000

Great look at what the cloud can mean to the enterprise -- especially in terms of scalable avenue or conduit for collaboration. I completely agree with the assessment that public cloud in itself can be a dangerous route. However, it does still have its place within most solid strategies (i.e. incorporate bursting capabilities). The key to success here is to start with a self assessment and embrace avenues that are in alignment with corporate strategy and business needs.

Re: Guest post: Future for the IVR

Guest — Fri, 04 May 2012 05:33:57 -0000

Check out IBM's Spoken Web. Its an example of IVR evolving..

Re: Observing Genesys G-Force 2012 Americas from afar

Omar Zaibak — Wed, 25 Apr 2012 14:15:39 -0000

Cool post Eugene, would love to hear about how customers are using it and seeing some sample implementations...

Re: Report claims Avaya on path to implosion

Dada — Wed, 25 Apr 2012 09:52:24 -0000

Spot on. Effot1584 could be Avaya hired. They probably had some staffs prowling the internet to do damage control.

Re: Avaya scoops up RADVISION: rad or bad?

Samuel La Macchia — Mon, 26 Mar 2012 06:54:28 -0000

Check it out @ http://www.crn.com.au/News/...

Re: Avaya scoops up RADVISION: rad or bad?

outsourcing website — Mon, 26 Mar 2012 03:17:40 -0000

I enjoy seeing websites that understand the value of providing a prime resource for free. I truly loved reading your post. Thanks!

Re: Avaya scoops up RADVISION: rad or bad?

Eugene Liu — Fri, 23 Mar 2012 04:12:56 -0000

You wouldn't have a link to that article, would ya?

Re: Avaya scoops up RADVISION: rad or bad?

Samuel La Macchia — Wed, 21 Mar 2012 18:05:04 -0000

Reminds me of an article Australian journalist, Sholto MacPherson, wrote over 2 years ago - Avaya trying to out-Cisco Cisco.

Re: ‘United Breaks Guitars’ dude starts Gripevine, will it work?

Eugene Liu — Thu, 23 Feb 2012 20:43:02 -0000

Thanks for the tip about gri.pe!

Re: The future of video in the contact center

Guest — Thu, 23 Feb 2012 18:01:08 -0000

I wonder what the implications are for hiring criteria of call center agents as video becomes more widely used? What about skills based routing? If the customer is a red head female do you route her to a red headed call center agent to increase the probability of a positive outcome etc...? Lots of interesting implications and angles to consider.

Re: Report claims Avaya on path to implosion

Aam Aadmi Potty — Wed, 22 Feb 2012 15:26:58 -0000

Sweet mother of Moses, turn out the lights

Re: ‘United Breaks Guitars’ dude starts Gripevine, will it work?

Tom Oristian — Mon, 06 Feb 2012 08:56:40 -0000

Looks A LOT like gri.pe to me

Re: A conversation with Mike, Tom, and Lucy(Phone)

Create an Online Shop — Mon, 06 Feb 2012 01:04:42 -0000

Oh....I was shocked dude !! Thanks for ur pretty post..Really enjoyed being here.

Re: Alcatel-Lucent unloads Genesys to Permira

Tony T — Sat, 04 Feb 2012 09:14:06 -0000

Permira "Official Announcement" as of 1st Feb 2012:

http://www.permira.com/news...

Re: Report claims Avaya on path to implosion

Tata — Fri, 03 Feb 2012 12:26:00 -0000

You can't live on EBITDA alone. What's going to happen when the book value is over? Where are you going to get the money to reinvest and renew asset?

Anyway, Avaya EDITDA has turn red, it is losing cash from operations. The debt has continue to increase. It's equity position has gotten worse. It's Cash is diminishing. It has refinance some debts with added interest - which means more interest payment now. The time for debt repayment is drawing near and they are nowhere capable in paying off the capital.

You need credentials to understand these?

Re: Marin County v. Deloitte

Mark Slater — Fri, 30 Dec 2011 13:53:39 -0000

I'm a Marin resident and an expert on this type of litigation, having done it for over 25 years. The problem is that the County is making very extreme pseudo-criminal claims instead of straight-ahed "we paid a lot of money for something that does not work at all as promiised."

Your comments in the column are well taken.

Re: Nuance to acquire Vlingo, may run out of competitors to buy (sue) in 2012

Jason P. Hersh — Tue, 20 Dec 2011 12:13:55 -0000

"Siri"
"Yes"
"Buy competition"

Re: Report claims Avaya on path to implosion

Effort1584 — Thu, 15 Dec 2011 08:42:08 -0000

The grain of salt for this blog:
Not the blog of the company, but of an individual who blogs on SMG blogs.
No credentials to understand the industry.
Ignores EBITDA which is positive.
Avaya's debt rating was improved this year.
Avaya has spent heavily on Nortel integration and product enhancements.
MANY IPO;s have been delay in the last year.
Bottom line, this blogger didn't look at the whole picture or direction. To be fair, I am not a financial analyst, but I understand financials better than the blogger does.

Re: Proactive, pre-emptive customer service

Tony Tillyer — Tue, 15 Nov 2011 11:07:50 -0000

Sounds a bit like.....

http://insidecti.com/wordpr...