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The New Guard in Telecom: Amazon and Facebook - Dialogic - ContactCenterWorld.com Blog

The New Guard in Telecom: Amazon and Facebook

Mobile World Congress, for me, has always been a combination of looking forward towards our future while at the same time reflecting on the massive changes I’ve seen in this industry.  I mean, years ago, who would have thought that Microsoft today would be both a large service provider and  an enterprise PBX behemoth via Skype for Business / Lync? (And I remember when Microsoft insisted Lync or whatever they called it back then was NOT a PBX.)  More recently we’ve seen Facebook and Amazon respectively become huge movers and shakers.  I saw it all in full force at MWC.

Facebook has always used MWC to drive its agenda.  These days, Facebook is driving the Telecom Infra Project (TIP) that, according to the TIP Website, is “an engineering-focus initiative driven by operators, infrastructure providers, system integrators, and other technology companies that aim to reimagine the traditional approach to building and deploying telecom network infrastructure.” I bet half of those working on the project see opportunities while the other half are scared.  Either way, it’s likely that Facebook will succeed in driving some software-based telecom infrastructure that is likely to have a large open source component. 

Regarding Amazon, the whole telecom world wants to run their apps and/or infrastructure on Amazon ECs. I recently watched an Andy Jassy (CEO of Amazon Web Services) keynote from the Amazon reInvent conference in November and noticed that it’s a $13B revenue run rate business with 55% YoY growth. That kind of growth from that size of a company! Wow!  If you didn’t think cloud computing was important, or didn’t think the move from customer premise equipment to the cloud was a trend, think again!  And while Amazon Web Services had no presence at Mobile World Congress, their cloud was floating around everywhere, with many telecom services running on it.

Telecom is alive.

Source: http://blog.dialogic.com/blog/the-new-guard-in-telecom-amazon-and-facebook

Publish Date: March 28, 2017


2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

3.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

4.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878
 



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