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Alain Mowad

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Experienced Product Management/Product Marketing Professional http://alainmowad.com/

4 points

Over 10 years of product management and product marketing expertise focused in the areas of software, hardware and SaaS.

Alain Mowad and 11 other people answered this question

Feb. 3, 2011

IVRs - love them or hate them?

I completely agree with Michelle's comments. She is spot on.
A pleasant and effective IVR experience IS possible if you design the IVR application properly and make it intuitive enough for the user to navigate and get what they are looking for. The reality is that ... more

Customer Service

Information Technology

Contact Center Productivity

Alain Mowad and 2 other people answered this question

May 9, 2010

What is your opinion on VoIP video phones?

I really don't see the relevance of a video phone anymore. That was a great idea maybe 10 to 15 years ago.
There are too many cheaper computer-based alternatives such as Skype, Oovoo or even SIP clients such as X-Lite. They are completely portable and support ... more

Information Technology

Alain Mowad and 6 other people answered this question

May 8, 2010

Should more businesses be using Skype?

I think Skype is definitely a viable alternative for small to medium businesses.
Provided you have the right bandwidth, there are rarely any call failures. In terms of call quality, for Skype to Skype calls, the quality is outstanding. Skype introduced the SILK codec last year ... more

Information Technology

Alain Mowad and 4 other people answered this question

May 8, 2010

How important is CRM integration with your phone system?

We experimented with this several years ago when I was at Polycom. The answer, I discovered, depends on the user of the technology.
Being able to log call activity for an account, attach voice messages or even initiate or answer calls through the CRM system is ... more

Information Technology

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