Monthly Archives:

From Bits and Bytes to Drag and Drop: The Zang Workflow Designer

It was almost exactly one year ago that I first wrote about Zang in my article, Zang from the Inside Out.  While I was impressed with its comprehensive and innovative web services interfaces, I’ve moved beyond that.  These days I want the power of those web services, but I’ve been spoiled by the drag-and-drop programming […]

Integrating ServiceNow and Incident Reporting into Communications Workflows

As organizations grow, add new product lines, hire employees, expand into new regions, and generally carry on the day-to-day business of staying in business, incident management becomes a daunting task.  It is imperative to assign the right resources to the most pressing problems in a timely manner while preventing “fire drills” that interrupt and stifle […]

Speaking of IoT

This has been a very busy year for me and it’s only April.  I’ve written countless lines of Java code for my IoT software, spewed tens of thousands of words for my articles and technical documents, spoke at two trade shows, put on several webinars, designed a few SIP solutions, did a No Jitter podcast […]

Game On – The Gamification of the Contact Center

I’m sure we’ve all been asked to name our worst job.  For me, it was washing dishes at John Gardiner’s Tennis Ranch.  I worked the breakfast shift and clocked in at the absurd hour of 5:00 in the morning.   Not only did I have to put up with scalding hot water, an overbearing chef, and […]

Integrating Internet of Things (IoT) Sensors into Communications Workflows

Imagine a world where everyday devices can make telephone calls.  Imagine those calls triggering workflows that enable enterprises to save money, better manage their business concerns, develop stronger relationships with their customers, increase employee satisfaction, and address minor concerns before they become major catastrophes.  Now, imagine those same devices sending emails and text messages, engaging […]