November, 2009:

BroadSoft Connections 2009

Nov 23rd, 2009
by Pavel Adam.
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Already some time ago I attended BroadSoft Connections 2009.
This event was focused on users of the BroadSoft BroadWorks platform, service providers from around the globe.
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The Sunday afternoon activities were focused on CxO level attendees, in other words adrenalin not welcome.
I therefore choose to go on a rafting trip. Unfortunately the water was almost still, but we managed to see some wild horses.

Back to the show… The main buzz was around applications and video. The Solution Showcase exhibition area was packed with people every moment it was open and there were plenty of innovative applications and mash-ups on display.
The BroadSoft Xtended program showed that even large service providers can offer innovative services focused on several verticals deploying ready to use applications from a broad developer community.

Regarding video, a number of IP phone vendors presented their video phones. Jon Arnold’s blog post covers this topic nicely. Definitely for the consumer market it is a very cool idea, be able to connect with your relatives and share your smiles or worries.

I personally liked the presented OpenPeak devices and I can imagine having those devices at home next to the kitchen table or in the hall, but for business customers I believe there is something missing namely a large screen and I mean really large, not a 7″ touch screen LCD, but something like your desktop 24″ widescreen LCD.

How many of computer displays have two digital inputs nowadays, 99%? If so, why not to connect your video phone and leverage the screen you already have at your desk? Switching between your PC and your phone is as easy as pressing a button.
Isn’t that something which could then make sense for business customers as well? Desktop tele-presence solution in a phone… There are HD video and audio codec’s available so, let’s try to think beyond “The phone” and offer services and experiences not limited to the small fancy screen, but use its larger ‘sister’ next to it.
I spoke with a lot of my friends and nobody wants to see stock exchange graphs on the 7″ screen on their phone if they have 20+” display right in front of them.

I hope some IP phone manufacturer sees this opportunity and on the market soon appears some device which will combine regular IP phone experience with existing LCDs and offer true value-add for business customers.

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Istanbul Call Center Expo; meeting the demands

Nov 2nd, 2009
by David Ruzius.
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turkey-blogOur Pre-Sales and Sales attendance at the Istanbul Call Center Expo, the biggest contact center event in Turkey, has proven to be valuable  for  understanding the increasing demands  of the Turkish market and the contact center industry.
We  made a great impression being the only call recording and quality management vendor with its own stand where we presented our new products and technology enhancements. We received high interest from both end users and system integrators  and had interesting and fruitful conversations about the current needs and requirements of the local market.
The Turkish market is highly technically developed and enterprises are looking for ways  to consistently provide customers with the best experience while maintaining resources effectively. Contact Centers have become more complex than a few years ago, one of the reasons is that they need to maintain interactions over multiple channels such as phone, email, and chat.

Being a technically advanced market, it is no surprise that Turkey is  open for very advanced and  new technologies. As an example we’ve seen an increased demand in Speech Analytics solutions and a need to move this technology  into the mainstream.

Some other  requirements and questions we’ve received:

  • the ability to consistently evaluate agents because of ever increasing customer expectations
  • the need for business process integrated quality management solutions to act as motivator for agents
  • the need for multichannel recording solutions to capture not only the calls but all agent interactions with the customer and the back office applications

In a nutshell, it has been a great opportunity for us to see and hear from people where the market is heading and what is its demand. Following these trends closely, ZOOM is positioned at the top among the best technologies on a very competitive  and expanding market.

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