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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

CRM

Aspect's Voxeo Acquisition Bears More Fruit

March 18, 2014

Aspect has been expanding the capabilities of its portfolio as well as its deployment options. They have made a bunch of investments and acquisitions and they now have an extremely comprehensive omnichannel contact center capability in the cloud and on-premise. The company has multichannel self-service, agent assist in the contact center, workforce management, backoffice optimization solutions and more.

TMC has been covering them since the eighties and it is pretty amazing how many companies they have purchased during that time - Aspect was actually a company which was acquired and then the name was changed from Concerto.

Sennheiser Rounds Out Portfolio

March 17, 2014

 

The UC space is alive and well even as it moves from the customer premise to the cloud. To learn more about the market I had a conversation with William Whearty (pictured), VP Sales & Product Marketing at Sennheiser where he told me their 70-year history of making microphones and headphones shows we know how to reproduce sound.

Now, the company is making an aggressive push into various segments of the UC market and is working to add certifications.

Will You Win a Free Call Center Makeover Worth Millions?

March 14, 2014

Barry O'Sullivan joins Altocloud to Boost Marketing & Call Center Integration

March 12, 2014

“Marketing is eating sales,” said Barry O’Sullivan the new CEO of Altocloud, a company dedicated to producing solutions which can be used to create happier customers. Simply stated they have an analytics platform which integrates your contact center and marketing automation software in order to allow instant insight on what your customers are doing and more importantly, helping them receive increasingly personalized experiences with smarter interactions and faster resolution.

And having Barry on board carries a great deal of importance. He not only was a VP/GM at Nortel when the company was doing well, he also spent 11 years at Cisco, most recently as SVP & GM UC & VoIP.

How TextGen Converges Texting with Service

March 7, 2014

Face it, your customers don’t want to talk on the phone, they want to communicate with you the way they do with everyone else, using text. Sure, this is a generational issue but the young are getting older. Moreover, the parents and grandparents of all those kids have learned something very important in the past decade… If they want to communicate with their younger family members, they better buy a pair of reading glasses and learn to text.

But many companies aren’t prepared for a world where customers text them.

Win a Free Call Center Makeover Worth Millions

March 5, 2014

I have good news to share – your company can win something worth millions of dollars and there is no catch. You see, Interactive Intelligence has decided to give away a call center makeover. All you need is a contact center which seems like it would be a good candidate for such an upgrade.

This is no joke as the winner could receive cloud-based CRM and contact center applications as well as phones, headsets, furniture, interior design, consulting services and more.

You have until April 30th, 2014 to apply and good luck!

I just can't wait to see what sorts of entries there will be for this contest... I am sure there are some really ancient centers out there.













Why I'm Neutral on the Comcast, Time Warner Cable Deal

February 14, 2014


There has been lots of controversy over the merging of two of the largest cable companies Comcast and Time Warner Cable. Concerns range from fear of a monopoly to worse customer service to higher fees and data caps. Jim Edwards at Business Insider for example says you will get screwed if the merger goes through.

Consumers Union thinks if the merger happens, prices will increase and service will suffer.

JetBlue Customer Care - Even Ponzi Would Be Horrified

January 7, 2014

Having been unfortunate enough to be part of an eight-hour weather-related delay as a passenger of flight #411 on January 4, 2014, my fellow JetBlue customers and I found out just how amazingly crappy the airline's logistics and service levels could be.

After we lost an entire work-day each, we waited yet another hour for luggage to come out - when it finally did it was for a different flight... A cancelled flight.

Frequent tweets to the airline and calls from passengers met with rude responses infuriating my these passengers who tweeted about their experiences.

Fenero Aims to Disrupt Cloud Contact Center Pricing

November 13, 2013

Cloud-based contact center solutions have been priced fairly uniformly in the past… You pay per seat and feature. You want to add more people or features such as analytics, etc. and you pay more. Some vendors offer an all-inclusive solution of course meaning the only variable is the number of seats but regardless, the model has been fairly static for the past few decades – starting back in the nineties when the term ASP was what we used to describe the space.

Pipeliner Aims to be the next big thing in CRM

September 11, 2013

When TMC’s Customer Magazine started covering the contact management space in 1982 there were precious few choices of technology to use – typically, most companies used index cards to manage their contacts. Shortly thereafter Salemaker became a wildly popular program which ran on PCs when floppy disks were the way to install software. Then Telemagic came onto the scene and took the world by storm. From the outside, much ofthe company seemed like it was run like a pack on mongooses – or is it mongeese?

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