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• Finally, IP Contact Center Agents Out-Ship Traditional Telephony Agent Licenses
• 5 days ago
• On 27 June 2008, Gartner released its "Market Share: Contact Centers, Worldwide, 2007". The report shows that, following a decade of hype for IP-based telephony infrastructure supporting contact center agents, IP-based agent positions out-shipped traditional time division multiplexing (TDM) agent positions in 2007. While Cisco holds strong mind share in IP-based communications solutions, including ...

• Australia's Optus Exits the Hosted VoIP Market for Simpler IP-PBX Alternatives
• 8 days ago
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  Competitive Australian carrier Optus announced recently that it is exiting the hosted VoIP market, also known as IP Centrex. The value proposition of hosted VoIP is that the VoIP infrastructure resides in the network cloud, thereby freeing the business from having to purchase and manage an IP PBX. This is particularly attractive given the difficulty and expense businesses, especially ...

• Customers Don't Buy Tools, but Vendors Do!
• 24 days ago
• On Tuesday, 3 June, Syntellect, a division of Enghouse Systems, announced that it had acquired Fluency Voice Technology of London. Fluency first came to attention in 2003 with its VoiceRunner tools. These were rapid application development tools to create speech-based automated call center applications. During the past five years, they have evolved from tools into configurable applications, most r ...

• Apple Pushes iPhone to the Masses Worldwide, Revs Third-Party Applications: It's the Ecosystem, People!
• 24 days ago
• Apple and Steve Jobs unveiled their 3G iPhone Monday at the Worldwide Developers Conference, while also unveiling the new iPhone software development kit (SDK) and showcasing a number of new third-party applications. Taking all of the related iPhone news together and then considering what Nokia's been doing with its Nseries phones, its Ovi platform and its own developer efforts, one sees a pretty ...

• The Cable & Wireless (C&W) Bid to Acquire Thus
• 25 days ago
• C&W's offer for Thus is an indicator of impending consolidation in the U.K. fixed network service provider market. Acquiring Thus would give C&W additional scale and broaden the products available to Thus customers. Both C&W and Thus focus on the large enterprise market, with a high degree of offer customization to meet customer needs. As will be seen in Gartner's upcoming "MarketScope for Fixed D ...