Archive for the ‘Social Media’ Category

Avaya Lists 10 Communications Trends for 2010

December 30, 2009 Leave a comment

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In the past decade, a sea change has taken place in how voice and data communications are structured, delivered and used by businesses. Here are the top 10 areas Avaya Inc. executives expect to see action in 2010:

1. Regulatory mandated proactive communications. In an era of increasing regulation, proactive communications applications will automatically initiate contact with customers and guide interactions, in compliance with regulatory requirements. Under the Homeowner Modification Program in 2009, for example, Congress mandates that mortgage companies increase their proactive communications with borrowers.

2. Communications monitoring of employees across devices. Businesses, while still respecting privacy standards, will increasingly track phone calls, instant messages and e-mails of their employees to better predict work needs and behaviors. The communications industry will provide much more consistency across multimodal interfaces, whether through iPhones, standard telephones or the Web.

3. Social media and contact centers. Customers will initiate more company interactions via social media tools like Facebook. Basically any consumer with a laptop, desktop or Web phone will have richer multimedia experiences with contact center reps. Conversely, more businesses will embrace mining of the social network, capturing new opportunities to provide service, address issues and promote sales.

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Excited To Be Attending TEDxTO

September 8, 2009 Leave a comment


I was honoured to learn I received an invitation to attend the TEDxTO Conference ( that takes place September 10, 2009 in Toronto. There is going to be an amazing and diverse group of speakers at the conference (see If these speakers are of interest to you there are going to be venues setup across the city that will be broadcasting the conference- see website for more details.

How To Do Customer Service in a Twitter World

Three Ways to Make Money on Facebook

April 3, 2009 Leave a comment

Excerpt from

As Facebook’s popularity grows so does the number of third-party applications (called apps for short) that people can add to their profile.  Some Facebook revenue-generating apps let sellers advertise their items to Facebook friends and other people who use the application.  These types of buying and selling apps tend to be used less frequently as many people don’t want to sell items to Facebook friends.

Apps that help sellers connect with buyers from outside their own friend list continue to fuel money-making opportunities on Facebook.  Also, if you don’t have your own items to sell, you can still make money on Facebook using third-party apps to generate commission-based sales via referral programs.


TweetDeck Joins The Facebook Connect Army

March 16, 2009 Leave a comment

Web 3.0 – Are applications like 3DXPlorer the way of the future for online customer engagement? (VIRTUAL WORLDS)

March 7, 2009 Leave a comment


I spoke with Darius Lahoutifard today, the CEO of Altadyn. His company makes 3DXPlorer, an application that essentially lets companies deploy ‘out of the box’ virtual worlds. 3DXPlorer  can be used for such things as virtual meetings, but what interested me the most is how the technology can be applied to online customer engagement. From the Altadyn/3DXPlorer  website:

Web 3.0 = web3D

Web 3.0, the third generation of the Web built upon tools like the 3DXplorer platform, enables corporations to finally bridge this gap, leveraging immersive 3D to directly engage prospects and customers in a personal and entertaining environment. Rather than relying on limited tools to track anonymous web visitors, for the first time, Web 3.0 and 3DXplorer make immersive 3D available to every company. Web 3.0 extends the web to a personal, interactive environment, where individuals, both end-users and consumers and corporate representatives, can express themselves in a manner similar to the way they do in everyday life when conducting a face-to-face meeting, attending a seminar or walking into a store.

You can demo the  3DXPlorer technology for FREE at

‘CoTweet’ program helps companies and brands leverage Twitter

February 22, 2009 Leave a comment
Categories: Social Media, Twitter Tags: ,