Information & Communication Technologies


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SIO: Enabling Support Agents to Cost-Effectively Provide Excellent “Level 1-Plus” Support

Frost & Sullivan Principal Analyst Nancy Jamison made a powerful case for Support Interaction Optimization (SIO) in her recent blog, which references a white paper published on this topic. The blog and white paper discuss how SIO allows companies to resolve complex issues in less time and at less cost by providing agents with step-by-step guidance....

DiGi maintains its performance momentum and closes another year with 45% EBITDA margin

2014 turns out to be a remarkable year for DiGi, its revenues grew to RM 7.0 billion (y-o-y 4.2%) and maintained 45% EBITDA margin. During the year it added 426K new customers, however over 95% of them were in prepaid segment. Its voice revenues declined by 3.6 %, whereas data revenues grew by 16.5%. Top 5 things that drove DiGi’s annual results a...

2015: Unified Communications ties knots with Mega Trends

Bonding between the Mega Trends and Unified Communications (UC) assures re-kindling of UC market  The world around us keeps changing, and information and communication industry is one of the fast-paced dynamic spaces around us. Despite all the changes, one thing has not changed since the beginning of history- the human need to communicate. A seaml...

Thoughts on CES: Democratization of Content Delivery

The high level takeaways from CES are simplistic - devices are getting better, faster, smaller and smarter. The word is getting more connected, and there are more businesses and more applications capitalizing on that connectivity. What was once novel and geeky is now mainstream and profitable. At the same time, the market is now predictably getting...

Help 2 Belmar, New Jersey Hurricane Sandy Victim Families Get Home by Summer

Belmar, New Jersey was hit hard by Hurricane/Superstorm Sandy in October, 2012. I live in Belmar and recounted the terrifying experience in one of my blogs. Last year Frost & Sullivan published a Market Insight report on how Belmar effectively used social media to inform residents before, during, and after the horrible event. Belmar was one of the...

Aspect Analyst Summit 2015 – Phoenix Rising out of the Ashes – Part 2

Aspect held its annual Industry Analyst Summit in Cancun, Mexico the week of January 21st; a sharp change in scenery from 2014’s event in Phoenix, Arizona. I couldn’t resist entitling this blog Phoenix Rising out of the Ashes- Part 2, as the content delivered in the summit only confirmed that Aspect is on the approach to landing with the turnaround...

Employers: Insist on Contagious Disease Vaccinations for Employees and Families

Communicable deadly and debilitating diseases like the measles cause immense havoc, not only to individuals and their families, but to the economy and society as a whole. The resulting costs: in suffering but also in healthcare expenses, and in lost productivity from stricken employees and their family members are immense. Vaccinations are a long-...

The Whys (and Caveats) of Contact Center Outsourcers Leveraging Operations and Technologies as Services

Outsourcing of any kind is a notoriously highly competitive thin-margin business. Not surprisingly, outsourcers are constantly on the lookout for new opportunities to grow their volumes, expand margins, and increase client loyalty. So it is not surprising that outsourcers are being urged to leverage contact center technologies with their clients t...

Improving Digital Advertising – the NinthDecimal Approach

Brand Challenges   Brand advertisers want to reach the right audience with the right message at the right time, regardless of whether they are viewing content on their TVs, PC, tablets, or mobile phones. However, there are several barriers that exist today in the digital, multi-screen advertising marketplace. These include 1) barriers between dif...

The Stepped-Up Need to Immediately Uncover and Address Technology Risks

Safety and security have always been the afterthoughts of almost every technology innovation and deployment. As a result, innocent, and sometimes not-so innocent people, become injured or killed while operations are crippled when the “bad things” inevitably happen. Sadly, managements too often respond with denials, excuses, coverups, blamesmanship...

When you get hacked, you’re probably going to deserve it

                Every other week, some major corporation or government agency seems to be getting hacked. We beat our brows over the loss of personal data, and wail about those dastardly hackers and how could they do such a thing?!; then go log onto Netflix with the password “password”. Because how could I possibly be expected to remember anything ...

Exchange Your Office and Travel Budgets for Work at Home and Conferencing Solutions

‘Tis the season of many “happy” returns, of gifts that turn out to be less desirable, useful, and, or flawed. These gifts are then exchanged for more desirable items or for cold hard cash. It’s also the season of new calendar year budgets which contain items that fall into the same category; two of the biggest are offices and travel. Companies sho...

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