|By Liz McMillan||
|August 29, 2014 05:45 AM EDT||
Can call centers hang up the phones for good? Intuitive Solutions did. WebRTC enabled this contact center provider to eliminate antiquated telephony and desktop phone infrastructure with a pure web-based solution, allowing them to expand beyond brick-and-mortar confines to a home-based agent model.
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It also ensured scalability and better service for customers, including MUY!
Companies, one of the country's largest franchise restaurant companies with 232 Pizza Hut locations. This is one example of WebRTC adoption today, but the potential is limitless when powered by IoT.
Attendees will learn real-world benefits of WebRTC and explore future possibilities, as WebRTC and IoT intersect to improve customer service.
Since the initial buzz of WebRTC, the ability to enable browser-to-browser applications for voice calling, video chat and P2P file sharing without plugins has been touted as a potential game changer for many industries. What are the parameters around this technology and its placement? Is it secure enough for prime time? Will WebRTC magnify OTT threat for telcos? Is WebRTC really that big of a deal for consumers?
In his session at WebRTC Summit, Keith McFarlane, Chief Technology Officer at LiveOps, discussed the future of WebRTC and its disruptive tendencies, specifically regarding monetization and customer service.
At LiveOps, Keith McFarlane holds the role of Chief Technology Officer, Cloud Platform & Telephony. He has more than 20 years of experience designing and developing large-scale customer service solutions and CRM systems. McFarlane is an expert on the benefits of cloud computing technology for both enterprise and SMBs and recently made ExecRank's "Top CTO Rankings" list for 2012.
Prior to LiveOps, McFarlane worked for an on-premise contact center provider that is currently ranked number two among the top contact centers worldwide. It was there that he first began to realize the potential impact that cloud computing could have on the decades-old customer service contact center industry. He also realized that a software and hardware laden provider, such as his previous employer, would be challenged to move quickly into the cloud space. Making the move to LiveOps gave him the opportunity to be part of the team that developed the true cloud LiveOps Platform for enterprise use. Twelve years ago the LiveOps Platform was created for use only by the LiveOps community of 20,000 independent contractors to grow LiveOps' agent services business. In 2008, when McFarlane arrived at the company, LiveOps began evolving the platform for individual sale and use by other companies with their own agents. Under McFarlane's guidance, LiveOps is continuing to make industry-firsts, including the first fully integrated multichannel plus social agent desktop.
3rd International Internet of @ThingsExpo will take place November 4-6, 2014 at the Santa Clara Convention Center, Santa Clara, California with over 100 major sponsors and exhibitors in 2014 and more than 6,000 delegates from 17 countries.
Internet of @ThingsExpo this week launched the premiere issue of its monthly newsletter which contains highlights of the hottest sessions and speakers from Internet of @ThingsExpo, speaking information as well as sponsorship opportunities.
Download @ThingsExpo Newsletter ▸ Here
Chris Matthieu Named Internet of @ThingsExpo Tech Chair
Internet of @ThingsExpo has announced today that Chris Matthieu has been named tech chair of Internet of @ThingsExpo 2014 Silicon Valley.
The 2nd Global Internet of @ThingsExpo will take place on November 4-6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
Chris Matthieu has two decades of telecom and web experience. He launched his Teleku cloud communications-as-a-service platform at eComm in 2010, which was acquired by Voxeo. Next he built an open source Node.JS PaaS called Nodester, which was acquired by AppFog. His new startup is Twelephone (http://twelephone.com). Leveraging HTML5 and WebRTC, Twelephone's BHAG (Big Hairy Audacious Goal) is to become the next generation telecom company running in the Web browser.
Tracks and topics for Internet of Internet of @ThingsExpo Silicon Valley will include:
Consumer IoT and Wearables Track
- Smart Appliances
- Smart Cars
- Smartphones 2.0
- Smart Travel
- Personal Fitness
- Health Care
- Personalized Marketing
- Customized Shopping
- Personal Finance
- The Digital Divide
- Mobile Cash & Markets
- Games & the IoT
- The Future of Education
- Virtual Reality
Video: @ThingsExpo power panel discussion at Internet of @ThingsExpo New York
Enterprise IoT Track
- The Business Case for IoT
- Smart Grids
- Smart Cities
- Smart Transportation
- The Smart Home
- Wiring the IoT
- The Internet of Everything
- Digital Transformation of Enterprise IT
- Local & State Government
- Federal Government
IoT Developer and WebRTC Track
- Eclipse Foundation
- Cloud Foundry
- Linux Containers
- Open Source Hardware
- AJAX and the IoT
- Leveraging SOA
- Multi-Cloud IoT
- Evolving Standards
- Security & Privacy Protocols
- GPS & Proximity Services
- Nest Labs
@ThingsExpo billboard is viewed by more than 1.3 million motorists per week on Highway 101, in the heart of Silicon Valley.
Sponsorship Opportunities or Internet of @ThingsExpo 2014 Silicon Valley
Internet of @ThingsExpo 2014 Silicon Valley "show prospectus" has shipped. Sponsorship, exhibit, and keynote opportunities can be obtained from Carmen Gonzalez by email at events (at) sys-con.com, or by phone 201 802-3021.
About SYS-CON Media & Events
SYS-CON Media (www.sys-con.com) has since 1994 been connecting technology companies and customers through a comprehensive content stream at www.sys-con.com - featuring over forty focused subject areas, from Cloud Computing to Web Security - interwoven with market-leading full-scale conferences produced by SYS-CON Events. The company's internationally recognized brands include among others Cloud Expo® (www.CloudComputingExpo.com), Big Data Expo (http://BigDataExpo.net), Virtualization Conference & Expo (www.VirtualizationConference.com), DevOps Summit (http://DevOpsSummit.sys-con.com), Internet of @ThingsExpo (http://www.ThingsExpo.com), SDDC Expo (http://SDDCExpo.sys-con.com), WebRTC Summit (http://WebRTCSummit.net), Government IT Conference & Expo (www.GovITExpo.com), Cloud Computing Bootcamp (www.CloudComputingBootcamp.com), and UlitzerLive! New Media Conference & Expo (http://events.sys-con.com).
Cloud Expo® is a registered trademark of Cloud Expo, Inc.
In their general session at 16th Cloud Expo, Michael Piccininni, Global Account Manager – Cloud SP at EMC Corporation, and Mike Dietze, Regional Director at Windstream Hosted Solutions, will review next generation cloud services, including the Windstream-EMC Tier Storage solutions, and discuss how to increase efficiencies, improve service delivery and enhance corporate cloud solution development. Speaker Bios Michael Piccininni is Global Account Manager – Cloud SP at EMC Corporation. He has b...
May. 28, 2015 11:30 AM EDT Reads: 2,050
SYS-CON Events announced today that O'Reilly Media has been named “Media Sponsor” of SYS-CON's 16th International Cloud Expo®, which will take place on June 9–11, 2015, at the Javits Center in New York City, NY. O'Reilly Media spreads the knowledge of innovators through its books, online services, magazines, and conferences. Since 1978, O'Reilly Media has been a chronicler and catalyst of cutting-edge development, homing in on the technology trends that really matter and spurring their adoption...
May. 28, 2015 11:30 AM EDT Reads: 966
There will be 150 billion connected devices by 2020. New digital businesses have already disrupted value chains across every industry. APIs are at the center of the digital business. You need to understand what assets you have that can be exposed digitally, what their digital value chain is, and how to create an effective business model around that value chain to compete in this economy. No enterprise can be complacent and not engage in the digital economy. Learn how to be the disruptor and not ...
May. 28, 2015 11:08 AM EDT Reads: 349
SYS-CON Events announced today that EnterpriseDB (EDB), the leading worldwide provider of enterprise-class Postgres products and database compatibility solutions, will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. EDB is the largest provider of Postgres software and services that provides enterprise-class performance and scalability and the open source freedom to divert budget from more costly traditiona...
May. 28, 2015 11:00 AM EDT Reads: 2,144
While there are hundreds of public and private cloud hosting providers to choose from, not all clouds are created equal. If you’re seeking to host enterprise-level mission-critical applications, where Cloud Security is a primary concern, WHOA.com is setting new standards for cloud hosting, and has established itself as a major contender in the marketplace. We are constantly seeking ways to innovate and leverage state-of-the-art technologies. In his session at 16th Cloud Expo, Mike Rivera, Seni...
May. 28, 2015 10:15 AM EDT Reads: 1,280
Discussions about cloud computing are evolving into discussions about enterprise IT in general. As enterprises increasingly migrate toward their own unique clouds, new issues such as the use of containers and microservices emerge to keep things interesting. In this Power Panel at 16th Cloud Expo, moderated by Conference Chair Roger Strukhoff, panelists will address the state of cloud computing today, and what enterprise IT professionals need to know about how the latest topics and trends affec...
May. 28, 2015 10:00 AM EDT Reads: 2,157
There's Big Data, then there's really Big Data from the Internet of Things. IoT is evolving to include many data possibilities like new types of event, log and network data. The volumes are enormous, generating tens of billions of logs per day, which raise data challenges. Early IoT deployments are relying heavily on both the cloud and managed service providers to navigate these challenges. In her session at Big Data Expo®, Hannah Smalltree, Director at Treasure Data, discussed how IoT, Big D...
May. 28, 2015 10:00 AM EDT Reads: 4,543
Software Defined Storage provides many benefits for customers including agility, flexibility, faster adoption of new technology and cost effectiveness. However, for IT organizations it can be challenging and complex to build your Enterprise Grade Storage from software. In his session at Cloud Expo, Paul Turner, CMO at Cloudian, looked at the new Original Design Manufacturer (ODM) market and how it is changing the storage world. Now Software Defined Storage companies can build Enterprise grade ...
May. 28, 2015 10:00 AM EDT Reads: 4,830
To manage complex web services with lots of calls to the cloud, many businesses have invested in Application Performance Management (APM) and Network Performance Management (NPM) tools. Together APM and NPM tools are essential aids in improving a business's infrastructure required to support an effective web experience... but they are missing a critical component - Internet visibility. Internet connectivity has always played a role in customer access to web presence, but in the past few years u...
May. 28, 2015 10:00 AM EDT Reads: 5,932
With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo in Silicon Valley. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be! Internet of @ThingsExpo, taking place Nov 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 17th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading in...
May. 28, 2015 09:00 AM EDT Reads: 3,153
Cloud services are the newest tool in the arsenal of IT products in the market today. These cloud services integrate process and tools. In order to use these products effectively, organizations must have a good understanding of themselves and their business requirements. In his session at 15th Cloud Expo, Brian Lewis, Principal Architect at Verizon Cloud, outlined key areas of organizational focus, and how to formalize an actionable plan when migrating applications and internal services to the ...
May. 28, 2015 08:00 AM EDT Reads: 3,921
Disruptive macro trends in technology are impacting and dramatically changing the "art of the possible" relative to supply chain management practices through the innovative use of IoT, cloud, machine learning and Big Data to enable connected ecosystems of engagement. Enterprise informatics can now move beyond point solutions that merely monitor the past and implement integrated enterprise fabrics that enable end-to-end supply chain visibility to improve customer service delivery and optimize sup...
May. 28, 2015 05:00 AM EDT Reads: 6,257
Over the last few years the healthcare ecosystem has revolved around innovations in Electronic Health Record (HER) based systems. This evolution has helped us achieve much desired interoperability. Now the focus is shifting to other equally important aspects - scalability and performance. While applying cloud computing environments to the EHR systems, a special consideration needs to be given to the cloud enablement of Veterans Health Information Systems and Technology Architecture (VistA), i.e....
May. 28, 2015 05:00 AM EDT Reads: 4,403
SYS-CON Events announced today that MetraTech, now part of Ericsson, has been named “Silver Sponsor” of SYS-CON's 16th International Cloud Expo®, which will take place on June 9–11, 2015, at the Javits Center in New York, NY. Ericsson is the driving force behind the Networked Society- a world leader in communications infrastructure, software and services. Some 40% of the world’s mobile traffic runs through networks Ericsson has supplied, serving more than 2.5 billion subscribers.
May. 28, 2015 05:00 AM EDT Reads: 2,313
The Internet of Things (IoT) promises to evolve the way the world does business; however, understanding how to apply it to your company can be a mystery. Most people struggle with understanding the potential business uses or tend to get caught up in the technology, resulting in solutions that fail to meet even minimum business goals. In his session at @ThingsExpo, Jesse Shiah, CEO / President / Co-Founder of AgilePoint Inc., showed what is needed to leverage the IoT to transform your business. ...
May. 28, 2015 04:00 AM EDT Reads: 7,168
As enterprises look to take advantage of the cloud, they need to understand the importance of safeguarding their confidential and sensitive data in cloud environments. Enterprises must protect their data from (i) system administrators who don't need to see the data in the clear and (ii) adversaries who become system administrators from stolen credentials. In short, enterprises must take control of their data: The best way to do this is by using advanced encryption, centralized key management and...
May. 28, 2015 02:00 AM EDT Reads: 4,776
Cultural, regulatory, environmental, political and economic (CREPE) conditions over the past decade are creating cross-industry solution spaces that require processes and technologies from both the Internet of Things (IoT), and Data Management and Analytics (DMA). These solution spaces are evolving into Sensor Analytics Ecosystems (SAE) that represent significant new opportunities for organizations of all types. Public Utilities throughout the world, providing electricity, natural gas and water,...
May. 27, 2015 11:00 PM EDT Reads: 6,430
The true value of the Internet of Things (IoT) lies not just in the data, but through the services that protect the data, perform the analysis and present findings in a usable way. With many IoT elements rooted in traditional IT components, Big Data and IoT isn’t just a play for enterprise. In fact, the IoT presents SMBs with the prospect of launching entirely new activities and exploring innovative areas. CompTIA research identifies several areas where IoT is expected to have the greatest impac...
May. 27, 2015 09:00 PM EDT Reads: 5,398
There is little doubt that Big Data solutions will have an increasing role in the Enterprise IT mainstream over time. 8th International Big Data Expo, co-located with 17th International Cloud Expo - to be held November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA - has announced its Call for Papers is open. As advanced data storage, access and analytics technologies aimed at handling high-volume and/or fast moving data all move center stage, aided by the cloud computing bo...
May. 27, 2015 08:45 PM EDT Reads: 2,262
The Internet of Things will greatly expand the opportunities for data collection and new business models driven off of that data. In her session at @ThingsExpo, Esmeralda Swartz, CMO of MetraTech, discussed how for this to be effective you not only need to have infrastructure and operational models capable of utilizing this new phenomenon, but increasingly service providers will need to convince a skeptical public to participate. Get ready to show them the money!
May. 27, 2015 07:00 PM EDT Reads: 6,333