Voice of the Customer

Useful Vendor Specific Blogs/Forums

Moderated by: Jason Alley, Vanguard Communications

Here are a few contact center vendor specific blogs/forums you may find useful:

User Community Sites

These are my personal favorites, as the content is authored by various end users (and the occasional vendor resource looking to interact with end users).

Avaya

Community for Avaya Users

Cisco

Networking Professional (Unified Communications and Video, Contact Center)

Genesys

Better Interactions

DevZone

Genesys CTI Users Forum

Interactive Intelligence

Interactive Community

There are other information sharing resources available to members of vendor user groups.  The above are just a few public sites that I’ve run across.

Vendor Industry Sites

These provide some interesting information, but expect the usual marketing, positioning slants.

Angel.com

IVR Blog

Aspect

Contact Center: Unplugged

Avaya

The Blog

Cisco

Blogs@Cisco (Collaboration, Contact Center)

Genesys

GenesysWire

Nuance

the entitled consumer

TuVox

TuVox Speech Central

Are there other vendor specific blog/forum sites that you have run across?

Let me know if any of these links end up helping you out.

The End of the PBX (Again?)

Moderated by: David Powis, Vanguard Communications

As you can probably imagine, the VoiceCon conference last week was buzzing about ‘all presence/UC/collaboration, all the time’.  But my aha! moment came pretty early in the week’s events.  I was sitting in a presentation that gave an overview and comparison between Microsoft’s OCS solution and IBM’s SameTime solution, both Unified Communications platforms (and more).  What struck me about the session was that these were two completely non-telephony companies (in the traditional sense) talking about how their solutions can bring voice to the desktop (along with many other things) with basic, off the shelf SIP phones from a third party.  Sure, this has been possible in theory for the bleeding edge and brave among us, but does anyone doubt that 2-3 years from now this stuff will be a ‘real’ solution?

CinaC (pronounced: Sin a see)

VoiceCon Conference Orlando 2008 - The Next Generation Contact Center (Conference within a Conference)

Moderated by: Anne Keefer, Vanguard Communications

I first encountered this acronym, CinaC, in an email between Marty Parker and Don Van Doren.  And even though I have been working in telecommunications for many years, I have to confess that I had a feeling it was in reference to an actual conference and not a technology or transport layer service.  So I attempted to locate the ”CinaC” conference, where was it last held, who attended, who were the key speakers?  But after a slightly exhaustive search of the internet, I simply could not find the CinaC conference.  No dates, no conference materials, no vendor sponsors.  I had to wonder what underground society had Marty and Don tapped into?