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

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Cyara: Don't Forget the Customer Experience in Digital Transformation

October 15, 2018





As companies embrace digital transformation (DX), they shouldn’t forget about the customer experience (CX) says Elizabeth Magill, Senior Director, Product Marketing at Cyara in an exclusive interview. Cyara automates testing and monitoring.

We first introduced this company to you in 2011 where we told you this:

And what they did for the bank was to help them take disparate solutions handling IVR, speech, complex routing algorithms, Websphere, java apps and more and integrate them more efficiently to dramatically improve customer satisfaction.

In 2013 we explained how the company is improving service levels, specifically at Franklin Templeton. In 2016 we had a video interview with the company explaining how Cyara helps their customers innovate faster.

SnapLogic: The Universal Translator of Digital Transformation and AI

September 14, 2018

Companies have a never-ending list of cloud applications they rely on with crucial data becoming ever-more siloed. Yet, in order to make sense of all this information, they need IT to manage exporting, massaging and importing data from various platforms to effectively make data-based decisions. IT of course is spread thin and decisions often need to be made in real-time, meaning one-time imports and exports get old, quickly.



This is where SnapLogic comes in. Their simple and fast IaaS-based enterprise integration platform empowers enterprise IT organizations and lines of business to connect apps, things and data. 



Hate Calling Companies? 10 Digit Communications Has the Answer

September 13, 2018

And that answer ironically is, not to answer - by voice anyway... 



If you have kids, are a kid or know kids (I believe that covers all of you ) you realize the amount of time we spend talking on the phone has been reduced as we spend more time texting.

Yet companies are not adapting to this change with the speed they should.

Sure, a business owner of a small company may text with customers, but what happens in an organization which has a call center, or needs one?

Typical contact center solutions may have the ability to handle texting but they certainly aren't designed for texting. CTO of 10 Digit Communications, Thomas Howe explains that legacy contact center solutions were designed in the time of he landline, not the smartphone.



Now of course the world has smartphones.

And even the premium smartphone brand, Apple, has new phones starting at under $500.

On September 17th you can order a wide price range of phones from #Apple

$449 to $1,099#iPhoneXS up to 30 minutes more battery, #iPhoneXSMax more than 90 minutes#AppleEvent #appleEvent2018 pic.twitter.com/0IPHORda0t

— Rich Tehrani (@rtehrani) September 12, 2018
Getting back to Thomas - he is one of the few people who is a telecom disrupter and a doer - he has worked in large and small companies and his new launch feels like it is really onto something.

10 Digit is already working in telcos, major car companies and a school- Bryan & Stratton College, a for profit institution.



As Thomas explained, this organization had a 1/2 percent connect rate with new students but when they used text, this rate went to 33% or a 66 time improvement!

Anyone who has kids could have likely predicted such a result so even though the improvement seems statistically far-fetched, our collective personal experience verifies that it makes sense.

The company was just granted a second patent on this texting PBX which is pretty exciting and a nice validation that Thomas is breaking new ground.

He said they are forklifting other solutions from companies which caused me to ask - what about the existing voice calls? He replied that when callers call in, they present them with the option to text.





























ZaiLab Powers the Contact Center via AI, ML and AWS

September 12, 2018

The breathtaking pace of technological innovation has meant that companies have been able to punch beyond their weight class. In other words, Moore's Law has allowed technology to improve at roughly by a factor of 2, every few years or so for the same price.

Couple this with numerous macro trends and the small to medium business of today is as advanced as the large company of a few years earlier.

In fact, you can argue the small business that is paying attention, can leapfrog a behemoth fairly easily.

Two technologies which make this possible are the cloud and app stores.

Because of these developments, a software developer can leverage an ecosystem of devices and solutions (iPads and iPhones for example) without having to ship products or even worry about having to deal with a server where they need to be downloaded from.

Then there is cloud. Developers can host applications of any size without worrying much about disaster recovery, generators, servers, massive IT departments, cooling systems, power, etc.

As software developers leverage today's tools, they are able to bring better products to market with new and innovative pricing models customers love.

For example ZaiLab has a fantastic cloud contact center offering which includes UC and is delivered via the Amazon cloud. They pass their flexible AWS server pricing on, meaning no per-seat license cost.













Pareteum Lets Carriers and Companies Quickly Integrate Global Mobile Services

September 11, 2018

Abstraction in tech adds value. Look no further than portable document format or PDF for an abstraction format for documents that revolutionized the way they were shared and printed. Before PDF, lots of energy was spent on installing printer drivers, exporting and importing documents - and quite often, retyping.

The packet network is an abstraction in the simplest sense - we send packets and they generally arrive at their destination, taking numerous possible routes.

The cloud is yet another abstraction - an amazing one... We save our files and run our applications without worrying about where the hard drives are - or the processors, memory, disaster recovery, etc.

Telecom has seen tremendous abstraction take place over the decades.





NewVoiceMedia Brings Salesforce AI into the Contact Center

April 7, 2018

Artificial intelligence is permeating every sector of business including customer contact and NewVoiceMedia is doing its part to help improve productivity as you embark upon digital transformation.



John Eng (pictured above), CMO explained they make Salesforce Einstein real-time... They eliminate the need for batch processing meaning more rapid insights. In addition, built-in Einstein dashboards allow businesses to more easily analyze customer conversations which are automatically made available in Salesforce to unlock valuable insights across contact center and CRM data.

Conversation Analyzer uses speech-to-text to transcribe calls and deliver intelligent content categorization for actionable insights into the business. With built-in Einstein dashboards, businesses can refine how they boost their successes and manage challenges more efficiently, helping ensure every conversation is successful.





Talkdesk Really Differentiates with Enterprise Contact Center

March 19, 2018



In a short amount of time Talkdesk has amassed 1,400 global customers according to an exclusive interview we had with CEO, Tiago Paiva (above left; Yours Truly on the right).

We've followed his company's progress since inception and through sheer will and a tremendous investment in engineering and development, the company has lured away many customers from not only legacy systems but other cloud providers. They bill themselves as a next-gen cloud using microservices, an API-driven CPaaS communication layer, built-in SMS, omnichannel and many integrations like Salesforce and ServiceNOW. They also have adopted the latest cybersecurity standards and guidelines such as SOCII, BPDR, HIPAA and PCI-DDS.

Talkdesk AppConnect



Tiago explains much of the reason for the company's rapid growth is due to the fact that nobody likes their contact center solutions. By focusing on things like quick set-up (about four weeks), free online training, AppConnect app store, custom dashboards, self-service changes and  data-based routing, the company's commitment to innovation is leading to market share gains.

Talkdesk Data-Based Routing



In addition, the system has an average 4.22 MOS score, greater than 99.99% uptime and six global data centers.

Customers include IBM, MongoDB and companies whose names we can't disclose.













3Cinteractive Brings CMS and Orchestration to RCS Marketing

March 8, 2018



Thanks to RCS, rich messaging will be the default on all mobile devices meaning companies will have the ability to provide superior messaging and marketing to all customers according to Brian Heikes, VP, Product Mangement and Solutions at 3Cinteractive.

They recently launched some of the first campaigns on the Sprint network when they announced their RCS A2P deployment. Prior to this change, Sprint just allowed P2P RCS capability or person-to-person messaging. Now with the MAP solution, organizations now have the full power sending rich marketing messaging to all consumers.

In addition to the benefit of having RCS work on all handsets, its use allows companies to avoid needing to go through a BigTech gatekeeper who mines the data to sell competitive advertising.

In other words, if you look at the Facebook business model - the first step was to get companies to bring all their customers to the Facebook network by liking their pages. The next step was to charge companies for access to their own customers via algorithm changes and advertising.







As Enterprise Tech Buying Habits Change, Are You Ready?

January 17, 2018

Thomas Saueressig, SAP SE’s 32-year-old chief information officer, looks for commitment when evaluating vendor pitches. Technology firms that get his attention are those “with which I feel confident I can build a long-term strategic partnership,” Mr. Saueressig, one of the corporate world’s youngest CIOs, told CIO Journal's Angus Loten in an email.

That kind of brand loyalty is far less important to older IT buyers, according to new research by Spiceworks Inc., a networking platform for IT professionals, which identified key generational differences in how enterprise IT buyers find and engage with technology vendors. At the end of 2016, the number of millennials in the U.S.

IVR in the Age of Siri and Alexa; Evolve or Die

December 25, 2017

We'd like to apologize in advance for the dramatic headline of this post, especially the evolve or die part but there is a communications transformation taking place in companies around the globe and unless you're paying attention, you're likely to fall behind.

A huge shift is taking place - starting with our homes. No doubt, your residence has noticed the shift. Consider, out of the nine top-selling products in the Electronics category on Amazon, six of them or 2/3 are Alexa-enabled!





The way our customers want to interact with technology has changed dramatically.

Yet, IVR systems were initially deployed not for the customer but for the bottom line.





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