TMCNet Enterprise Call Recording Week in Review

Welcome to another week in review for the enterprise call recording sector. All of the week's most notable events are right here in one convenient place. Read on!

First, OAIYSIS announced that it’s Talkument and Tracer version 7.2 call recording solutions have been selected for the 2012 TMC (News - Alert) Labs Innovation Award presented by TMC’s CUSTOMER magazine. These voice recording and interaction management solutions are used in the healthcare, automotive and financial sectors, to name a few.


“We are very honored to receive the 2012 TMC Labs Innovation Award from CUSTOMER Magazine. At OAISYS, we are dedicated to continual improvement to our Talkument and Tracer call recording and contact center management solutions. Version 7.2 delivers the industry’s most comprehensive solution for voice documentation compliance,� said OAISYS president Brian Spencer (News - Alert).

Next, the new Lebanese cabinet is experiencing conflict over the topic of wiretapping citizens. Sources reported that  — though Lebanon Law 140 / 99 protects citizens' rights to privacy in phone, fax and e-mail — there are exceptions which could be exploited.

Specifically, some in the Lebanese cabinet are proposing exemptions which will make these exceptions go farther, providing elements of the government to spy on the communications of any resident on Lebanese soil. These amendments are in direct conflict with the Lebanese Constitution, however.

In other news, Natterbox signed a partnership with Orange Business Services, enabling on-network mobile call recording for Orange (News - Alert) customers. The solution is aimed at those regulated by FSA rules, as it is fully compliant with none of the downsides of equivalent app-based methods which are considered overly complex and are easily circumvented.

"Our on-network solution solves that problem and this new partnership with Orange Business Services (News - Alert) -Trading Solutions will make it even more accessible to thousands of business users," said Neil Hammerton, CEO at Natterbox.

EDEC Digital Forensics recently released its Tarantula 2.0 platform, offering Chinese phone forensics with analysis tools to both public and private organizations. Tarantula was specifically designed for Chinese-manufactured chipset mobile devices, supporting both common and off-brand products.

"In an industry where technology advances at the speed of light, it is our responsibility to provide investigators with the most advanced technology to address their needs. Tarantula 2.0 offers our customers vastly more capability in a, light, compact kit, and powered by USB making it highly portable," said Ryan Judy, sales manager for EDEC.

Lastly, ManageEngine released an updated version of its Password Manager Pro solution, which now includes video recording. PMP stores and manages shared sensitive enterprise information, like password, documents and digital identities.

Furthermore, by deploying a secure, centralized vault for password storage and access and automating frequent password changes, PMP can eliminate password fatigue and security lapses. Indeed, PMP meets audits and regulatory compliance such as SOX, HIPAA and PCI (News - Alert), making it a must-have for corporations of any size.

That's all for this week in review. Be sure to head over to the Enterprise Call Recording Channel for more news in this sector!

TMCnet Contact Center on Demand Week in Review

October 06, 2012


It’s the end of another week, which means it’s time to take a look at the week’s events in the world of contact center on demand. Here’s a quick wrap-up.

Colt, a European telecommunications, IT managed services and data center services company, recently announced the launch of a new hosted contact center solution that was designed to enable resellers to build and manage their own contact center services for their customers. Colt’s goal was to offer a solution that can provide increased functional and an easy-to-use platform that can help resellers serve the needs of the medium-sized (50-250 seat) contact center market. The service will be first rolled out in the UK and Ireland first, with the rest of Europe, starting with Germany, Austria and Switzerland, next year.


Read the full article here.

The most significant benefit of cloud services probably is that it enables services like contact center on demand, collaboration on demand and private branch exchange-style call control on demand. The on-demand delivery model is replacing the customer premises equipment (CPE) culture in organizations. Companies leveraging cloud computing services for services like on-demand contact centers benefit from several features such as caller ID, predictive dialer, automatic call dialing (ACD), call routing, virtual assistant, IVR, real-human detection and more.

Read more by clicking here.

For those companies interested in testing on demand contact center options, the available services are at times limiting. Fortunately, Tikal Networks is offering a free trial of its CenterMeter contact center on demand service. To get started using the contact center on demand service, users simply need to set up an SSL key to ensure that the connection with the interface is secure. Tikal will e-mail an SSL key, and then the certificate can be installed.

Read the article here.

This week, city council members in Champaign, Illinois were asked to consider a contract to provide call center support and billing services to the Urbana Champaign Big Broadband program. The call center contract, which is worth about $67,000, is between the city and call center outsourcing company Solix, which is headquartered in Parsippany, New Jersey but has an office in Charleston, Illinois. According to a memo to the Champaign City Council, Solix was recommended by the city staff. Solix is a business process outsourcing firm that specializes in providing flexible and scalable solutions for complex qualification, or eligibility determination, processes.

Find the complete article here.

That’s all for this week in contact center on demand. Have a great weekend!

TMCnet Next Generation Communications Week in Review

It was a major week for news in the Next Generation Communications community, and as such, there was plenty to talk about. So settle in as we bring out our Week in Review coverage to run down all the high points of a week of news that brought a host of topics with it.

First, we had a report that linked the growing movement in personal devices that were capable of connecting to various wireless signals, like 3G and Wi-Fi, which was spawning an increased need for improvements in network architecture. Tablets especially, with their use of the cloud for augmented centralized storage capabilities and general connectivity, have spurred the need for improved network bandwidth. Thus, the call is going out for more installation of High Level Network architecture, which would help provide at least some more bandwidth without costly infrastructure upgrades.

Next came a report on interconnected CDNs--Content Delivery Networks--that were looking to not only provide the video that consumers demanded, but do so in a way that wouldn't break the bank in infrastructure costs. CDNs that are already on the network reduce the distance content has to travel to reach the end users, and in so doing, provides reduced network congestion and in turn disruption. The primary need of such networks was interoperability, something that Alcatel-Lucent's Velocix (News - Alert) Digital Media Delivery Platform looks to provide in earnest.

Then we had a report on how mobile service providers could develop better small cell deployment strategies through a larger cost analysis. While small cells are increasingly a larger part of mobile networks, especially as a way to provide more network capacity without having to build large-scale installations, the new issue becomes one of just where the devices are deployed to ensure the best possible reach and return on investment. Thus, wider cost analysis is proving not only necessary, but highly beneficial.

Finally, we had a look at an unexpected public safety tool, specifically, LTE (News - Alert) connectivity. Local and state governments alike are rapidly discovering the benefits of using LTE in public safety, benefits that were more thoroughly expressed in a recent Alcatel-Lucent (News - Alert) white paper titled "Public Safety LTE, A How-To Guide". Benefits of LTE connectivity in public safety included interoperability with other systems that could provide data like visual feeds in real-time video and images of maps and blueprints connected to buildings that required assistance. The lower latency and higher speeds are also appealing, which in turn has raised some issues about not only how to provide LTE to those regular consumers who want it, but also to those emergency responders who want access to the improved communication as well.

With everything from regular consumer usage patterns to the value provided by emergency responders impacted by next generation communications, it's easy to see why our global online community is able to find so much news about the topic, and why it's valuable to keep up with the topic. So be sure to join us back here next week for more coverage, as well as every weekend for our Week in Review wrap-up to summarize the high points!

TMCnet Contact Center Solutions Week in Review

It’s the end of another week, which means it’s time to take a look at the week’s events in the world of contact center solutions. Here’s a quick wrap-up.

Unified IP communications company, Interactive Intelligence (News - Alert) (News - Alert) is working with UK debt collection company CapQuest to connect the latter’s global call centers to create a true unified center for the business, which makes an average of 250,000 outbound call attempts each day. CapQuest is now using Interactive Intelligence’s Customer Interaction Centre (CIC) for a range of purposes, including contact center activities and business relations, as well as communications between staff based across the company’s four contact center locations.

Read the full article here.

1st United Services Credit Union recently announced that it has chosen Fonolo’s (News - Alert)  best-in-class phone-based customer service. Members of 1st USCU will be offered an enhanced call center experience as waiting time is now replaced with a call-back capability from Fonolo. Members can now connect to call centers agents in a single click via Fonolo, which has been incorporated into the 1st USCU website.

Read more by clicking here.

We all know what mobile adoption has done for game playing and checking e-mail. Most of us even know what mobile devices have done for working outside the office and finding ways to have access to documents from half a world away. What we may not realize is just how much mobile devices are going to impact customer service over the next couple of years. A recent study by industry analyst Ovum (News - Alert) shows how different companies will have their customer service approach changed.

Read the article here.

One thing the world has today is lots of social media channels, and customers are increasingly using them to interact with companies. Social media allows companies to hear, engage and participate in customer conversations not only during a call, but even when the customer discusses his or her product/service experience with friends or peers on social networks. The Asia Pacific region has a breadth of call centers. Since many businesses realize that it’s critical that they ensure social media merges with the contact center so it can become part of the unified customer experience, call centers of Asia are getting into social media in a big way.

Find the complete article here.

Today, “word of mouth� is the most powerful form of advertising, as 92 percent of people say they trust word of mouth, while only 33 percent of people trust online advertisements. So how exactly do you spread word of mouth messages about your company?

Read the article here.

Social media has evolved substantially over the last five years and has proved itself to be an effective tool that improves the customer experience as well as lead generation. At an ITEXPO (News - Alert) Austin 2012 session “Supporting the Social CMO� this week, expert panelists discussed how social media is affecting CMOs.

“There is a shift in the way the CMO connects with customers and employees and use that insight to develop better programs,� said Tony Busa of Benbria Corporation.

Read a wrap-up of the session here.

That’s all for this week in contact center solutions. Have a great weekend!

TMCnet Embedded M2M Solutions Week in Review

The embedded M2M solutions market is helping to propel the world toward greater convenience and now is a really exciting time for it. This week saw some major announcements from notable players; this week in review will act as your guide.

Nokia's (News - Alert) Locations & Commerce business is now supplying global NAVTEQ Maps to power BMW's next generation navigation system. NAVTEQ (News - Alert) Maps enable worldwide navigation, location-based services and mobile advertising.

“NAVTEQ Maps powered the first navigation system on the European market which was introduced by BMW in the early 1990s - and our relationship has continued throughout the extraordinary development and expansion of the location space,� said Bruno Bourguet, SVP of sales and business development, Nokia Location & Commerce.

Next, ABI Research released a report stating that Chinese global vendors of M2M modules may soon be in popular demand. For example, Huawei (News - Alert) has managed to grab the number five spot in the global M2M market, but the company is expected to rise in rank rapidly.

Chinese conglomerates in general have displayed enormous success lately across the electronics and smartphone markets — a success expected to follow in M2M. However, the report points out, the M2M market is much more complex than other electronics industries, so Chinese vendors will need to be able to step up in terms of customer support.

Cinterion recently introduced the EHS5, an ultra compact, high-speed M2M communication module which provides secure wireless connectivity for industrial applications. The new solution features a complete client Java runtime optimized for microcontrollers and other resource-constrained devices.

Furthermore, the EHS5 enables network migration within a single design. Its powerful Java-based application environment allows the Java community to tap into its existing resources to simplify and hasten M2M solution design and integration.

SkyBitz's (News - Alert) Galaxy Series was selected by COFC Logistics to provide complete asset management solutions to its entire fleet of 850 intermodal containers. The Galaxy Series is a GLS solution which serves the needs of the asset tracking market, leveraging the best in asset-tracking technology.

“One of the biggest challenges the intermodal industry faces is obtaining complete visibility for tracking assets without an external power source because assets move on and off various transportation modes,� said Henry Popplewell, SVP and general manager, SkyBitz. “We’re proud to support COFC Logistics’ growing business by providing them with the right solution for optimizing their assets.�

Lastly, u-blox (News - Alert) launched a new line of low-power GSM/GPRS modules design for cost-sensitive applications. These SARA modules are ideal for a broad range of M2M applications requiring dual- or quad-band GSM/GPRS, voice and/or data and in-band modem support.

"Our new SARA line of GSM modules is designed to give customers exactly the features they need," said Thomas Nigg, VP of Product Marketing at u-blox. "The interchangeable and fully compatible SARA modules cover low to high-end features. This gives our M2M customers the precise cost/performance tradeoffs they need to develop the most cost-effective designs."

That's all for this week. Check out the Embedded M2M Solutions Channel for more!

Back to the Embedded M2M Solutions Community

Onset Unveils HOBO Wireless Temp/RH Monitoring Kit

Onset, a supplier of data loggers and weather stations, launched the HOBO Wireless temperature and humidity monitoring kit, a wireless system that facilitates environmental monitoring cost-effectively.

The HOBO Wireless Temp/RH Monitoring Kit includes three wireless temperature/RH data nodes, a data receiver, HOBOware Pro software and sensor mounting accessories.

Officials explained that the monitoring process involves three easy steps to monitor critical temperature and humidity conditions and log data for trend analysis besides keeping oneself informed of alarm conditions via text or e-mail. The system eliminates the need for wires or manual data offload.

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The HOBO Wireless Temp/RH Monitoring Kit features a centralized monitoring facility for easy monitoring from the desktop. Besides delivering alarm notifications via text or E-mail it also features automated data delivery to remote locations via e-mail or FTP and a flexible design for expanding the system according to use.

“Customers in a variety of industries are looking to track critical building temperature and humidity conditions easily and wirelessly,� said Kory Wagner, product specialist for Onset.

This monitoring kit comes in handy for users working in different facilities such as food processing plants, office buildings, laboratories and warehouses.

“Adding measurement points to building automation systems can be expensive, and chart recorders tend to require a lot of maintenance. The new HOBO monitoring kit overcomes these limitations, enabling users to start monitoring their most important assets right out of the box,� Wagner added.

The instant alert system sends users a text message via phone or e-mail when temperature/RH conditions go beyond set limits or when one of the temperature/RH sensors gets disconnected from the network. Besides, the system also gives a visual notification on the PC when an alarm has tripped.

The wireless monitoring includes HOBOnode Manager software, a component of Onset’s industry-leading HOBOware Pro software. This software lets users view near real-time energy and environmental data, set alarm notifications and also have a holistic view of the system on the Network Map feature.

Onset’s HOBO data loggers and weather station products are useful in various applications, including building energy performance monitoring, water resources management, and ecological and agricultural research. 

Delaware River Basin Commission (DRBC) recently selected Onset’s HOBO U24 Conductivity Data Loggers for their accuracy, reliability and affordability. When gas development begins, the DRBC can quickly identify any changes and react if a problem arises.

Want to learn more about M2M technologies? Don’t miss the M2M Evolution Conference, collocated with ITEXPO Austin 2012 taking place Oct. 2-5, in Austin, TX.  Stay in touch with everything happening at M2M Evolution Conference. Follow us on Twitter.

Edited by Rachel Ramsey

Celeno Communications Bags $24M Funding from Prominent Industry Players

September 28, 2012

By Shankar Pandiath, TMCnet Contributor

Celeno Communications (News - Alert), a manufacturer and supplier of superior performance Wi-Fi chips, HD multimedia software and home networking applications, recently announced that it will soon expand its current technical and market position through the whopping funds worth $24 million received from its benefactors.

The funding comes from its new and existing investors namely Cisco (News - Alert), Greylock Partners, Liberty Global, Pitango Venture Capital and Vintage Investment Partners. The latest financial support adds to the company’s total subsidy of over $68 Million.

Celeno caters to the requirements of 75 telecommunication companies across the globe, such as Liberty Global (News - Alert), China Telecom, Cisco, Deutsche Telekom,   Bouygues Telecom and UPC. Founded in 2005, Celeno boasts of $100 million in revenue and offices at multiple locations in Asia-Pacific, EMEA and the U.S.

According to the company, the funds will be used to swell its 802.11ac development program, its brilliant engineering teams and superior marketing and sales departments for supporting the bulging customer pipeline.

Gilad Rozen, the chief executive officer of Celeno, said in a statement, “The new subsidy arrives at a thrilling time, when our industry is progressing towards the new technology of 802.11ac. Our latest and superior Wi-Fi OptimizAIR technology will capitalize on the accelerating demands of the operators seeking to render premium quality video experience, and supersonic Wi-Fi speed to their consumers.� 

The OptimizAIR technology from Celeno optimizes the standard Wi-Fi for offering top-notch video and data networking for the residential areas. The patented technology will enable the distribution of 1080p HD resolution video streams across eight mediums. The technology will operate processes like power adaptation and antenna selection for optimum output, channel-aware scheduling, low packet error rate, extended range, and rate selection.

This solution drastically favors the end consumers by delivering superior quality of HD performance across client’s Wi-Fi client devices and third-party vendors. The company hopes to revolutionize the video and TV viewing experience of the dwellers. The technology would allow people to distribute their HD videos to any screen wired on the home Wi-Fi network. It would include tablet computers, laptops, digital video recorders, set-top boxes, media streamers and wireless TVs.

Rozen further added that Celeno will prolong to expand its global footprint, by rendering excellent Wi-Fi networking technologies for homes, and thus guaranteeing an advanced HD quality in homes. The endowment is gripping evidence to our robust pipeline of premium operators and manufacturers and our market leadership on the planet.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Austin 2012, taking place Oct. 2-5, in Austin, TX.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Rachel Ramsey

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LG Files Claim Against Samsung’s OLED Patents

Trouble is brewing once again for Samsung (News - Alert) as it comes under fire for patent infringement. Now Korean company, LG, has filed a lawsuit against Samsung’s use of OLED (organic light-emitting diode) technology it has been using in its mobile phones.

Just a few months ago, Samsung faced one of the largest patient lawsuits from Apple (News - Alert) Inc. who sued for over $2 billion for alleged infringement of the iPhone and iPad with Samsung’s Android (News - Alert) technology smart phones. At the time, Apple claimed that Samsung owes “substantial monetary damages� for copying its technology. That lawsuit is still pending.

Now, LG filed a claim against the technology company claiming that it infringed on multiple patents it owns including the design of Samsung’s OLED panels, driver circuitry, and overall device design. The three devices that allegedly infringe the patents are Samsung’s Galaxy S3, the Galaxy Note phone/tablet, and the Galaxy Tab 7.7 tablet.

“The company filed a damage suit to protect its indigenous technologies that took an enormous amount of money and people to develop over a long period of time,� an LG official said at a press conference.

“Samsung has been using our patented OLED technologies without paying royalties. Then it spread rumors that LG Display has been failing to produce small-sized OLED screens used in mobile devices, which we through was unacceptable and intolerable,� added senior vice president of LG Display, Lee Bang-soo.

Although LG has not officially announced how much it’s seeking in damages, the company is reportedly suing in the billions. This lawsuit from LG comes only a few weeks after Samsung filed its own injunction against LG insisting that the company “consistently acquired [their] OLED technologies and other business secrets by inducing our researchers to transfer.� Basically, Samsung accused LG of stealing its technology and wanted an apology. Now it seems LG is fighting back with a lawsuit of its own.

Samsung has not released a comment regarding LG’s newly filed legal action or the status of its own lawsuit again LG.

Want to learn more about patents in the telecom industry? Then be sure to attend Synopsis Under IP/Patents Telecom Sourcing Conference (SUITS), collocated with ITEXPO Austin 2012 taking place Oct. 2-5, in Austin, TX.   Stay in touch with everything happening at SUITS. Follow us on Twitter.

Edited by Rachel Ramsey

Research in Motion’s New Leaked Video: A Brighter Future for BlackBerry?

For the third quarter in a row, Research in Motion is struggling against net losses. Still, the underdog smartphone retailer is not going down without a fight, and is slowly but surely making moves to turn its luck around.

Though overall the going has not been good, Research in Motion’s stock has been inching back up, recently coming back by a good twenty three percent—certainly better news than anyone on Wall Street expected to hear from the company that has been in not-so-great shape, recently.

The real heartening news to take away from Research in Motion’s recent lucky streak is that these numbers aren’t even taking into account their new biggest item. The company is still months away, rumored to be January 2013, from releasing the device that they are hoping will help them get back on top. When the BlackBerry 10 hits the market, Research is Motion is counting on it to improve business overall.

In a video leaked via Crackberry.com, it appears there will be two different styles using the Blackberry 10 operating system. There had been previous leaks of the new BlackBerry 10 only coming in a touchscreen model like so many of the Android and iPhone models, but, now, it appears that there will be a QWERTY keyboard model that BlackBerry has been known for years.

The video also shows a bit of the marketing approach that will be used to sell the new model by using celebrities like Lady Gaga, J.K. Rowling, and Ridley Scott to show the features of the new software. It is evident the Blackberry intends to catch up with the rest of the market with its new software; utilizing audio, video, photography and other editing procedures, RIM believes that they have a winner in the smartphone wars.

Even with the release of the new BlackBerry in 2013, it is still very likely that things will get darker for Research in Motion before the dawn. It’s very possible that the company will have a few more quarters of net losses, but it is still optimistic about the overall fate of the organization. It is sure to be a gradual rebuilding for the company, but hopefully over time, things will begin to look up again. Executives at the company believe that the new smartphone will help them through this less than ideal time, profit wise, and turn things around before long.

The BlackBerry, which has mostly fallen out of favor with North American customers, due to its emphasis on business rather than entertainment, is still very popular abroad. Executives from Research in Motion are making the rounds around the globe, promoting the new model and maintaining ties with still loyal customers. The BlackBerry 10 may just prove to be the gateway to bigger and better things for the stalling company.

Want to learn more about today’s powerful mobile Internet ecosystem? Don't miss the Mobility Tech Conference & Expo, collocated with ITEXPO Austin 2012 taking place Oct. 2-5 2012, in Austin, TX.  Stay in touch with everything happening at Mobility Tech Conference & Expo. Follow us on Twitter.

Edited by Rachel Ramsey