Comments on: another one bites the dust http://chriscrosby.net/blog/2007/02/21/another-one-bites-the-dust/ Thu, 12 Apr 2012 17:32:21 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Daryl Gonos http://chriscrosby.net/blog/2007/02/21/another-one-bites-the-dust/comment-page-1/#comment-63 Daryl Gonos Wed, 02 May 2007 19:49:12 +0000 http://chriscrosby.net/blog/2007/02/21/another-one-bites-the-dust/#comment-63 Chris, I very much appreciate the tone of your blog. This is especially true regarding the consolidation of the industry amongst WFM platforms and recording companies. I think the Verint/Witness acquisition creates an environment of uncertainty for existiing and future customers/prospects trying to make intelligent strategic decisions on any of the WFO technologies that this and other acquisitions (NICE/IEX) represent. The question of how well these teams will play togeter in the sandbox is no small concern for centers that are about to make or have just made an investment. Your question is dead on, are they going to be in for a major "upgrade" and expense in the next 24 months? And if so, what if you are one of 3000 customers, where will they actually fit into this process? And what about support of your investment towards the end the migration to the new platform with what will inevitabley be a drain of intellectual property that these mergers typcially spur? And no less daunting is the actual delivery of a tightly integrated product like Impact 360, or is that 75 at this point. These product not only need to be integrated they need to be rearchitected for the Web. And let's face it, professional services is not an area where call center vendors traditionally shine. Those in the know especially know this here. It is not simply about product even if they do have it. Our industry needs simpler, less costly solutions and more intelligent delivery, not more complex, and expensive ones. So while everyone is on the consolidation bandwagon our team at WFMSG believes there is a tremendous void for a best of breed WFM platform that fulfills on the promise on which Blue Pumpkin failed to deliver. Low cost, ease of use and easy to support. I am not sure anyone of the consolidations represent this kind of solution. Keep this up great stuff. Chris, I very much appreciate the tone of your blog. This is especially true regarding the consolidation of the industry amongst WFM platforms and recording companies. I think the Verint/Witness acquisition creates an environment of uncertainty for existiing and future customers/prospects trying to make intelligent strategic decisions on any of the WFO technologies that this and other acquisitions (NICE/IEX) represent.

The question of how well these teams will play togeter in the sandbox is no small concern for centers that are about to make or have just made an investment. Your question is dead on, are they going to be in for a major “upgrade” and expense in the next 24 months? And if so, what if you are one of 3000 customers, where will they actually fit into this process? And what about support of your investment towards the end the migration to the new platform with what will inevitabley be a drain of intellectual property that these mergers typcially spur? And no less daunting is the actual delivery of a tightly integrated product like Impact 360, or is that 75 at this point. These product not only need to be integrated they need to be rearchitected for the Web.

And let’s face it, professional services is not an area where call center vendors traditionally shine. Those in the know especially know this here. It is not simply about product even if they do have it.

Our industry needs simpler, less costly solutions and more intelligent delivery, not more complex, and expensive ones. So while everyone is on the consolidation bandwagon our team at WFMSG believes there is a tremendous void for a best of breed WFM platform that fulfills on the promise on which Blue Pumpkin failed to deliver. Low cost, ease of use and easy to support. I am not sure anyone of the consolidations represent this kind of solution. Keep this up great stuff.

]]> By: Cam Ross http://chriscrosby.net/blog/2007/02/21/another-one-bites-the-dust/comment-page-1/#comment-33 Cam Ross Wed, 28 Feb 2007 11:43:05 +0000 http://chriscrosby.net/blog/2007/02/21/another-one-bites-the-dust/#comment-33 Chris, I like your thoughtful writeup about this merger. Thanks for your comments. As you say, the other smaller players in the call recording industry, such as us at Veritape, will be working to understand the impact of this for some months to come. Hopefully from the customer's perspective, Verint/Witness can offer a smooth transition to whatever the new company offers in terms of products and services. If not, the more 'agile' players will be able to demonstrate an alternate migration path: away from Verint/Witness. Cam Ross Veritape Ltd <a href="http://www.veritape.com" rel="nofollow">http://www.veritape.com</a> Chris, I like your thoughtful writeup about this merger. Thanks for your comments. As you say, the other smaller players in the call recording industry, such as us at Veritape, will be working to understand the impact of this for some months to come. Hopefully from the customer’s perspective, Verint/Witness can offer a smooth transition to whatever the new company offers in terms of products and services. If not, the more ‘agile’ players will be able to demonstrate an alternate migration path: away from Verint/Witness.

Cam Ross
Veritape Ltd
http://www.veritape.com

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