CTLink - Unified Communications: The Leading Authority

Interactive Intelligence Lyncs the Contact Center for Customer Experience

Tuesday, February 07, 2012
According to the 2011 Customer Experience Impact (CEI) Report by Harris Interactive, by improving the customer experience – even slightly – companies can see significant increases in revenue. This begs the question, if such revenue is so highly influenced by mere percentage point shifts in customer satisfaction scores, shouldn’t companies be doing every little thing they can to increase their chances of positively influencing that score?

Will UC be Subsumed by Social – A Follow Up

Monday, February 06, 2012
If you haven’t been following the dialogue between myself and fellow analyst/blogger, Melanie Turek, on nojitter.com, here’s a quick recap.

“Dual Persona” Mobile Clients Will Simplify UC BYOD Issues

Monday, February 06, 2012
A big challenge that business organizations face is the fact that employees don’t want to carry two mobile devices, each with different form factors, operating systems, and user interfaces.

A consulting firm specializing in voice, data, video & wireless communications and collaboration

Jim Burton is Founder and CEO of CT Link, LLC. Burton founded the consulting firm in 1989 to help clients in the converging voice, data and networking industries with strategic planning, mergers and acquisitions, strategic alliances and distribution issues.

In the early 1990s, Burton recognized the challenges vendors and the channel faced as they developed and installed integrated voice/data products. He became the leading authority in the voice/data integration industry and is credited with "coining" the term computer-telephone integration (CTI). Burton helped companies including Microsoft and Intel enter the voice market and helped AT&T (now Avaya), Mitel, NEC, Nortel, Siemens and Toshiba with their CTI strategies.

In the late 1990s, venture capitalists turned to Burton for help in evaluating potential investments in IP PBX start-ups. He went on to help these and other companies with strategic planning and partnering, including NBX (acquired by 3Com, Selsius (acquired by Cisco), ShoreTel and Sphere Communications.

In the early 2000s, Burton began focusing on what he believed were emerging technologies that would have an even more profound impact than IP on the converging voice and data industry.