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Rich Tehrani
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| Communications and Technology Blog - Latest news in IP communications, telecom, VoIP, call center & CRM space

Call Center

New Flowroute Customer Onboarding Platform Lubricates CSP Porting

April 17, 2017



Smoothly and effectively onboarding new enterprises is one of the most significant operational challenges for cloud communications providers. Flowroute is aiming squarely at helping these companies deliver an excellent experience for companies migrating to their services.

In a recent meeting with Dan Nordale and Dave Rich, they told me they asked themselves, "Why is it so easy to get a gmail account but not so easy to get telecom configured for business?"

And thus the Flowroute mission was born.

The company helps its customers in the following ways:

  • Onboarding API: Through an Onboarding API, Flowroute helps communication service providers manage the lifecycle of customer onboarding, from order submission to completion.
  • Bulk port orders: Gives CSPs the ability to create and manage thousands of port orders at once through the its web-based application.
  • Real-time event updates: Provides end-users access to the entire onboarding journey, including real-time messages from Flowroute’s number and porting experts.
  • Number feature automation: Enables automated configuration of CNAM, E911, call routing and name assignments during onboarding.
  • Quality Control: Sends automated verifications to confirm phone number transition through NPAC, the National Portability Administration Center.
The most impactful statement made in the interview "90% of enterprises run their PBX inside a firewall." It will flip in five years. Meaning we ar going from UC to UCaaS.

And as enterprises move to the cloud, Flowroute is trying to take away the pain of delayed ports and minimize the exposure customers have to tech issues.

By automating and approving onboarding, they help carriers expand their product sets as they no longer need to focus as much on these areas.



















CounterPath Bria-X Delivers Cost-Effective UCaaS Solution

April 16, 2017

In the 1990s Novell had a lock on servers in the enterprise. There was no Linux but SCO UNIX and IBM's AIX were the closest thing we had. Microsoft owned the desktop and parlayed their desktop position to oust Novell and rule not only desktops but servers.

This is what I thought of when I met with Todd Carothers of CounterPath. The company pretty much dominates the SIP soft-client space on mobile devices. 



Now, as companies are moving to UCaaS, CounterPath sees an opportunity to parlay their strength in mobile software into a complete package.





CafeX Chime Shows How Communications Enables Digital Transformation

April 9, 2017

There is is a nonstop movement from traditional communications and UC players to add value to their applications and services. It reminds us a great deal of what is happening with communications service providers - they had been trying for years to add value to their connections so as not to be considered dumb pipes. The latest move in this direction is AT&T offering HBO free in some of its service packages.

In a recent meeting with Sajeel Hussain of CafeX - we got a glimpse of what the evolution of UC and collaboration could be. CafeX has a service called Chime (PDF)- not to be confused with the more recent Amazon Chime service by the same name - which by the way, spurred a lawsuit from CafeX.

Hussain describes it as business-focused, outcome-driven pervasive collaboration with customer engagement.



It's NEVER too Late to Start Digital Transformation

April 8, 2017

Is it ever too late for your company to start a digital transformation process? Let me answer that with another question. Are you ever too old to run a marathon? Interestingly, in 2011, a 100-year-old did run one and finish in over eight-hours.

Sennheiser Shows the Future of Work in NYC

April 3, 2017


Sennheiser
and furniture company Wilkhahn recently held a press conference at their pop-up store in Greenwich Village, NY where the audience was treated to great content and the ability to try some of the company's high-end audio products.

The presentation started with pictures which showed the evolution of the office - from tightly packed desks, to offices, to cubes and now more casual informal settings replete with couches, huddle rooms and a few quiet areas for serious work. In other words, our collaborative future.

The takeaway? Well, it wasn't all that different from what many of us heard in the keynote room of ITEXPO in Fort Lauderdale, FL. Companies are changing to suit the tastes of millennials.



Mexican Call Centers Will Steal Jobs Thanks to Deported Workers

February 22, 2017

We'd like to start this post by mentioning we aren't taking any politician position - only pointing out that Mexico will use new workers who are deported from the U.S. to steal jobs from American workers. In other words, the jobs will go with the talent in many cases and unless we add a tariff to phone calls, they will be able to easily interact with U.S. consumers and business just fine.

It's just one facet of a complex problem worth considering.

See Next Big Thing From Digium @ITEXPO

January 26, 2017

Cloud and Debt did Avaya in

January 24, 2017


8x8 has seen its stock triple in the past five years as they move upmarket and take share from telecom hardware players. Interestingly, this increment is the exact same amount of time its been since ShoreTel acquired M5 to provide cloud solutions to customers.

This is what we said at the time:
Cisco may now be forced to buy 8x8 and Avaya will likely make a move as well. This move could even push Vonage to go after the SMB space. Mitel is an interesting question - they have leading edge tech but a troubled stock to use as currency.



The Deskphone Market... it's Alive; it's Alive!

January 19, 2017

The deskphone market has been left for dead by many but there is still room in the space for the device to evolve and become become a more integral part of your UC strategy. The ideas is simple... What if your deskphone became a colleague of your mobile, allowing you to have the advantages of the deskphone and mobile while leveraging the best of each from the other.

It may sound complicated but in reality, the idea is to allow calls to flow in either direction while allowing you to remote into your deskphone from anywhere.





Allworx came by TMC HQ and showed their new phones off to us last week and we remain impressed.

Congrats to TMC Customer Phone.com

January 19, 2017

Hats off to Phone.com for big customer wins in 2016. The cloud communications company landed new partners and clients like StructuredWeb, Liftmaster and The City of Newark.  In addition to an expanding clientele, the product suite augmented with a new and improved API to aid in iOS and Android apps, as well as Web collaboration, video conferencing, call presence and the phone system in general.



Building on the momentum of 2016, this February, Phone.com will be well represented at the The Communications and Business Transformation event of the year, ITEXPO. VoIP pioneer Alon Cohen will be participating in the panel discussion, “Bringing Telecom Innovations to Market Faster with APIs,” and Joel Maloff Senior Vice President at Phone.com and industry veteran, is moderating several others.

In addition, Phone.com has been sponsoring the Virtual Office online community for many years (thanks!), allowing TMC to cover the news and happenings in the space and bring the UC, UCaaS and Hosted VoIP communities together online.









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