April 2006 Archives

Speaking at the ATA next week

April 18, 2006 6:24 PM | 0 Comments
Yes I am on my way to Louisville, Kentucky to speak on VoIP to a group of hundreds of resellers and next week I get the privilege of addressing a different group altogether – contact center executives. What I like about seeing and meeting with such disparate groups is that I see the different perspectives of the market. I also thoroughly enjoy talking with service providers like I did recently at the Voice Peering Forum in Miami recently.
 
If anything, addressing different groups keeps me on my toes and the content as fresh as can be. I am always tweaking and trying to find the absolutely most relevant yopics for my presentations.
 
Here is a release that will hit the wires soon:
 
FOR IMMEDIATE RELEASE
 
For More Information, Contact:           
                                                                       
Kristyn Emenecker                                                                  
Co-President, ATA NY Metro Chapter                                               
Mercom Systems, Inc.                                                             
(201) 507-8800 x. 1158                                                                     
kristyn.emenecker@mercom.com                                                        
 
 
IP Telephony Expert Rich Tehrani to Keynote Upcoming ATA NY Metro Technology Forum and Expo

Annual contact center event to focus on IP Telephony, Risk Management Technologies and Technology Beyond the Telephone

New York, NY, April 18, 2006 – The New York Metro Chapter of the American Teleservices Association (ATA; www.ataconnect.org) today announced the group of industry thought leaders who will lend their experience, research and expertise to the discussion of contact center technology at the Chapter’s second annual Technology Forum and Supplier Exposition. The event will be highlighted by a keynote address from Rich Tehrani, president of communications media company and Customer Interaction Solutions Magazine-publisher TMC and founder of Internet Telephony, SIP and IMS Magazines. The ATA will hold the event, a popular educational and networking draw for local contact center professionals, at the Doral Arrowwood Conference Resort in Rye Brook, NY on Tuesday, April 25, 2006.
 
“We are thrilled to have Mr. Tehrani, the premier voice for IP Communications today and someone who understands the unique technology needs of the contact center, as the keynote speaker at this year’s technology forum,” stated Suzanne Ronner, Co-President of the ATA New York Metro Chapter. “The diversity and experience of all of the industry leaders which will be participating in this year’s event demonstrate the ATA New York Chapter’s strong commitment to providing excellent educational content and unparalleled networking opportunities to local contact center professionals across all industry segments.” 
 
Mr. Tehrani’s keynote address will focus on technology trends in the contact center space and specifically the future of IP Telephony. “I am thrilled to once again be working with the ATA to help educate the contact center market. Technologies like VoIP and SIP are rapidly changing the way call centers operate, making them more efficient and a more integral part of the enterprise.” explains Tehrani.
 
His speech sets the stage for a number of other speakers who will focus on the business challenges facing contact center leaders today and the technology available to meet those challenges. These sessions include plain-language presentations on cutting-edge technology offerings in the realms of risk management (in light of increasing business regulation, privacy and security concerns), and technology beyond the telephone (addressing customer contact by such channels as email and webchat). Real-life case studies and interactive session components will allow attendees to view the technology themselves and have all of their questions answered. 
 
These additional moderator and presentation contributions will be provided by Steve Fagan of NCO Customer Management, Lisa Welsher of Innovative Management Solutions, Michael Antonucci and Donna von Lipsey of Voice Verified, Paul Friedman of Mercom Systems, Joe Sanscrainte of Bryan Cave Law Firm, Frank Fuhrman of American Customer Care, Paul Kole of Kowal & Associates, Dave York of Genesys, Paul Cullen of Avaya and Greg Blackman of RightNow Technologies. Case studies will be provided by Frank Rand of Audible.com, the Call Center Director for a leading New York-based healthcare insurer and a prominent Maine cataloger.
 
About Rich Tehrani
Mr. Tehrani is an IP Communications industry expert, visionary, author and columnist. He founded the first magazine focused on VoIP in 1998 and, as President of TMC, is the owner of the registered trademark for the term Internet Telephony. He further launched the best attended VoIP show in the world, Internet Telephony Conference & Expo and the most popular communications/technology portal in the world, TMCnet.com.  More recently he launched TMC's two newest titles, SIP Magazine and IMS Magazine. Tehrani also runs Customer Interaction Solutions (CIS) Magazine. Launched in 1982, CIS is the first publication in the world to cover call centers and CRM. Tehrani further serves as an expert witness and has been quoted in such prestigious publications as the Economist and New York Times.
 
About the American Teleservices Association (ATA) New York Metro Chapter’s Second Annual Contact Center Technology Forum and Supplier Exposition
The ATA NY Metro Tech Forum is the premier local New York area event highlighting technology solutions to business problems faced by area contact center professionals. The day-long event is designed for contact centers, their partners and interested organizations to discover the latest developments in contact center technology, to explore new ways of using that technology and to network with industry leaders. The conference is organized by the ATA’s New York Metro Chapter Board of Directors, which is comprised of volunteer contact center professionals from New York, New Jersey and Connecticut. The Technology Forum became an annual event following the strong response of 2005’s pilot event, and will be held this year on April 25 at the beautiful Doral Arrowwood Conference Resort in Rye Brook, NY (Westchester County).  For more information see http://www.ataconnect.org/chapters/nymetro/events.htm.
 
About the American Teleservices Association
The American Teleservices Association (ATA) is a nonprofit group representing the call centers, trainers, consultants, and equipment suppliers that initiate, facilitate, and generate telephone, Internet, and email sales, service, and support. Call centers offer traditional and interactive services that support the e-commerce revolution, provide specialized customer service for Fortune 500 companies, and generate annual sales of more than $500 billion. For more information see http://www.ataconnect.org/.

IMS Party at GlobalComm

April 18, 2006 3:23 PM | 0 Comments
We are about to announce details of our annual Supercomm – whoops – GlobalComm party that we put on with the IPCC. This is now the third year of this party. Last year it was at Sears Tower, the year before on a cruise ship and now it is bigger and better - at Chicago Landmark Soldier Field.

There is a new theme this year and you cannot miss this event.

It will now be an IMS party co-sponsored by the IMS Forum –formerly the IPCC. It will also be sponsored by TMC's new IMS Magazine and IMS Expo. The entire IMS market will be represented. If you are a service provider or vendor to the industry you must be present to rub elbows with the financial community, your peers and the most important vendors in the space.

It will be at the Cadillac Club at Soldier Field right next to the Chicago’s McCormick Place Convention Center. TMC's Web team is creating the site and registration form as we speak. I'll post the address in an entry later this week. 

Located on the east side of the stadium and adjacent to the historic colonnades, the Upper Level of the Cadillac Club is an impressive area. Floor-to-ceiling windows offer magnificent views of Lake Michigan. The crescent shaped room is a unique space and ideal for smaller to medium sized receptions.

The date is Monday, June 5, 2006.
 

Buying a car

April 18, 2006 2:50 PM | 5 Comments
If you are going to buy a car ever in your life or are interested in how the sales process works in some companies, you must read this article titled Showroom Turncoat Comes Clean which was in the May 2006 issues of Car and Driver Magazine.

The last page is something called How to Avoid Getting Screwed which is also a must-read.

You will learn many of the tricks the salespeople in the auto industry use. If half of this article is true, it does not bode well for the ethics of the industry as a whole.

But I am not here to pass judgment but if you read this and learn how not to get taken by any salespeople ever then I will be happy.

Thank you Michael Feyen for writing this article. It is well-done and kind of scary.

Veoh

April 18, 2006 2:30 PM | 0 Comments
The WSJ is reporting that Michael Eisner is joining the board of Veoh Networks a company that is going to stream TV over the Internet. Mr. Eisner said Veoh is one of five or six media investments he has made since setting up a limited liability company, or LLC, called Tornante Co. He said Veoh is the only investment he has disclosed to the public
Tomorrow I am going to be in Louisville, Kentucky speaking to a group of primarily resellers about the benefits of VoIP and IP communications. I was reminiscing on all my speaking over the past decade or so and I believe I have educated over 10,000 resellers if you add up the aggregate crowds over the years.

From 1995-2000 the communications reseller market really peaked as the interconnects of years past learned to become converged resellers. Not all of them made it and those that didn’t were replaced by traditional computer/networking VARs embracing communications as a way to improve their shrinking hardware margins.

I am speaking for Tech Data and more specifically their TechSelect division which does a great deal of training around the country.

A vibrant and growing reseller market is essential for the growth of the IP communications space. There are so many new and interesting companies coming into the industry and without resellers there is no industry. I literally do anything and everything I can to educate this market because without them we would have a bunch of small VoIP companies trying to figure out how to sell things.

If you are interested in coming and hearing me or participating in the seminar please go to the TechSelect website and register.

JetBlue

April 18, 2006 12:02 PM | 1 Comment
I was recently on a jetBlue flight and guess who was on the flight with me? David Neeleman the founder of the company. He acted as part of the flight crew and handed out drinks and snacks.

Perhaps nothing impresses me more about company than the humility of its top management. Arrogant managers are the worst thing for a company's image.

David Neeleman should be commended and nominated as CEO of the year for this act alone. Thanks Dave!

Yahoo! Enhanced Services

April 18, 2006 8:04 AM | 0 Comments
Yahoo! Enhanced Services
We often talk about enhanced services as a way to get service providers to make more money. Perhaps this is why it is ironic to see the following statement at the bottom of Yahoo! E-mails:

Talk is cheap. Use Yahoo! Messenger to make PC-to-Phone calls. Great rates starting at 1¢/min.

Yahoo! uses voice as a way to generate enhanced service revenue from e-mail.



 

 

Oracle and Asterisk

April 18, 2006 7:43 AM | 2 Comments
Oracle is buying software companies at a rapid clip and has also embraced open source and SIP. So if you combine acquisition with open source and VoIP you get Digium as a takeover candidate. Right? A the open source PBX leader Digium would be a perfect company to put in the portfolio of Oracle companies. What do you think?

Made it

April 18, 2006 7:30 AM | 0 Comments
Yesterday I woke up and felt like I was going to change the world. Unfortunately I decided to close my eyes for a few seconds and fell asleep. In case you were wondering – I did not change the world yesterday but at least I got the taxes out. Also, if you wake up feeling like you are going to change the world, I have learned you should start right away as it is a big world and I get way too much e-mail.

This morning too I woke up and knew I was going to change the world. Shortly thereafter I wondered why it was so dark. Turns out it was 4:00 am. I tried to sleep for an hour or so more but didn’t get much. I got into work early and am working on changing the world. Look out.

Sorry about that

April 17, 2006 8:47 PM | 0 Comments
Sorry about the whole not blogging thing today. I had meant to see the accountant and sign the tax documents a few weeks back but as luck would have it today was the day I saw him. In addition -- despite my best intentions to get in early -- I woke up before 6 am but somehow decided to close my eyes for a second.
 
Thankfully the kids woke me up a few hours later. I was straight into meetings for a whole day just trying to catch up with e-mail between the words being spoken in the meeting. From there I was off to the accountant and then preparing for my speaking on Wednesday of this week -- which I better blog about soon.
 
Anyway I wrote about the Siemens communications division possibly being for sale and now it seems that Siemens may indeed be looking to offload it. This would probably not be good for the Siemens One initiative but may be better for the employees of this division if the possible suitor, Motorola wants to make the decision much more competitive.
 

VoipReview

April 15, 2006 10:06 PM | 1 Comment
In case you aren’t aware VoipReview.org is a VoIP comparison shopping site for consumers and soon, businesses Eric Laughlin the CEO had a chance to answer some recent questions I had about the site and how he feels about the VoIP industry in general.
 
There are just so many new VoIP sites on the market it is tough to keep track. This is good news for consumers and businesses as there is more and more good information on the market to help everyone make intelligent purchasing decisions. Here is the interview with Eric Laughlin
 
----
 
Why did you start this site?
 
VoipReview.org was born out of personal frustration with the lack of information about VoIP providers. I wanted to subscribe to VoIP service, but couldn’t find any searchable database to find and compare all providers. Essentially, the site was launched to fill a need for objective and searchable information on VoIP providers.
 
How is it going?
It’s clear from the site’s success that there was indeed a big information gap to fill. We are energized by the number of daily visitors who come to find and compare VoIP providers, and the number of providers who list their calling plans on the site.
 
What differentiates the site from others?
 
A few of the primary differences:
 
-VoipReview.org lists each and every provider, regardless of whether they pay to be involved.
-The site has the first and largest searchable database of VoIP providers, including calling plans from more than 60 VoIP providers.
-All provider reviews are written and posted by actual VoIP users, providing the most accurate information. Users are always the best critics!

How do you see the industry shaping up?
Some noteworthy industry trends:

- Mass adoption of both phone line replacement services (i.e. Sunrocket and Vonage) and IM services (i.e Skype) will continue to accelerate.
- In the next few years, the convergence of wireless voice and VoIP will begin to result in least-cost routing solutions.
- Eventually, all telephony will be IP.

How do you get traffic to the site?

Web traffic results primarily from search engines and word of mouth. VoipReview.org also partners with companies like CNet.com to power their VoIP search engines.

What are the biggest advantages of VoIP for consumers?

1. Price. You can’t beat the price for local, long distance, or international calls. According to a recent survey by Consumer Reports, people who have adopted VoIP service save up to $50 each month on their phone bills.
2. More free features. Most providers offer caller ID, voice mail, call waiting, 3-way calling, and a bundle of other features as part of their flat-rate price plans.
3. Flexibility and convenience. Users can keep their existing phone numbers, and even make and receive local calls when traveling domestically or internationally. If they move, they simply plug the device into an Internet connection to get up and running.

Do you think talking about 911 issues is important for consumers?

The issue seems to be resolving with the recent regulations requiring providers to offer 911 service to all new customers. However, consumers should still be aware that they must update their 911 address with their service provider if they change locations. And, they should also be aware that if their Internet connection or power source goes down, so does their phone service.

Also, some consumers don’t understand the difference between phone line replacement and IM based services. They should be aware that you don’t get 911 with services such as Skype or Yahoo! IM.

Does the site plan on focusing more on WiFi telephony?

Yes. As providers offer more WiFi enabled devices, VoipReview.org will begin to provide more information about WiFi, including the capability to “Search WiFi Equipment by Provider.”

-------

There you have it, some good feedback from someone in the trenches of VoIP comparisons. One of the things that was mentioned by Eric is the convenience of VoIP services – something consumers don’t usually realize. I suppose as prices between the PSTN and VoIP narrow, perhaps convenience will be a more important driver for VoIP adoption.

Vodafone Could Buy Vonage

April 14, 2006 12:07 PM | 0 Comments
Recent reports point to the fact that Vodafone may be targeting fixed line telephony as a way to allow it to offer bundled services. The wireless leader is a global powerhouse and needs to find a way to compete with other companies that are increasingly using bundling to attract and keep customers.
 
The natural expansion play for the company is to purchase cable companies in the US or to focus on WiMAX. Another option is to pick up Vonage or Packet8 so that it can become an overnight VoIP (and thus a fixed line phone) company.
 
Such a large company can do many things to increase its offerings enabling it to one day have a triple-play and eventually a quadruple-play service offering.

GlobalComm Vs. TelecomNext

April 14, 2006 11:49 AM | 1 Comment

There have been more complaints about the TelecomNext show than any event in telecom for 5 years. The conferences apparently are first-rate but there seems to be very low exhibit hall traffic. I did not attend TelecomNext by the way.
 
In a blog entry last year I pretty much outlined this show was doomed when I published similar comments from Calysto Communications about earlier USTA events.
 
So I wasn’t surprised to hear about a survey from Light Reading indicating that people chose GlobalComm over TelecomNext.
 
But wait:
 
  • CMP has partnered with the TIA the association behind GlobalComm and the two organizations have recently been acting like one.
  • Light reading is owned by CMP.
  • Light Reading performed a survey showing that its readers favor GlobalComm.
 
You know what, although these results could be 100% accurate it seems questionable to have Light Reading putting out something like this as most don’t see the connection between Light Reading and GlobalComm.

Some disclosure points:
 
  • TMC and Light Reading are both working with NetCentrex to sponsor a Triple Play Symposium
  • I have respect for the Light Reading team – The goal here is not to knock them
  • There are much worse problems on the Internet when it comes to communications shows. Some event producers have bought off “independent” bloggers (through special favors, financial incentives, ownership in companies, etc). This is a much worse problem than what I outlined above.

Scary Movie 4

April 14, 2006 11:13 AM | 1 Comment
You may be able to tell this from my writing but I am a HUGE Scary Movie fan and have seen the movies dozens of times. It is actually pretty scary how much time I have spent laughing at these movies which I am sure many think are childish but hey – I think movies should be entertaining and I obviously don’t need prodigious quantities of plot in my entertainment to be happy.

My favorite scenes in the movies are “What’s Up,” where the killer calls Shorty, when the camera assistant steps on Gail’s shoes, and the scene where the white rapper gets thrown out of the rap club after he puts up his hood and it looks like he is from the KKK.

George Carlin’s “Linda” is a bit creepy but still funny.

The movies are able to entertain and be on the edge of what is socially acceptable. They may step over occasionally but hey taking risks is what movie-making is all about.

So now Scary Movie 4 is out and I am dying to see it. Since I’ve had kids I have only seen one or two movies in a theatre. I now see movies when they come to cable. Perhaps this time I will make an exception.

Here is a review of the movie. I haven't read it - I only skimmed. Why did I skim it instead of reading? I hate to know too much about a movie before I see it. Enjoy and let me know if you liked the movie but please don’t tell me anything that happens. You wouldn’t want to ruin the plot for me.wink

High level marketing in Dallas

April 14, 2006 9:15 AM | 0 Comments
I know of a high-level marketing person in Dallas who has years of experience in communications for a very large company. This person is looking for a new opportunity. Let me know if you are interested in connecting with this person.
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