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Rich Tehrani
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CRM

Broadsoft: The 800-Pound Call Center Gorilla

September 24, 2009

The behind the scenes company powering a call center near you



In the year 2000 when society was in the midst of realizing how technology and the internet in particular was going to change the world, I noticed there was a need by companies and carriers to better understand the hosted communications space. There were a number of companies with very compelling business models being launched such as Congruency, the early pioneer and leader of the communication ASP movement.

Shortly after realizing the need for education in the market, TMC launched a magazine titled Communications ASP. The magazine was a hit with advertisers and readers for about six months until the VC community and the tech market as a whole seemed to turn on the term ASP" I haven't a clue to this day why the acronym wasn't accepted but it seemed to get lumped in with other technologies which were left for dead but emerged later - like "ecommerce," "VoIP" and others.

Nortel: Unified Communications Reduces Healthcare Costs

September 10, 2009

Companies have spent hundreds of millions of dollars over the decades to ensure their contact centers are as efficient as possible. In a business where you have hundreds of agents in a call center you have to worry about any excess spending and you must minimize waste. Calling queues and skills-based routing are just some of the simple technologies call centers have used for decades to efficiently connect the right agent with a caller. Amazingly, the average healthcare worker makes 2-5 times as much as the average call center agent and we don't spend the money to automate healthcare processes the way we have in the contact center.

inVox Hosted AJAX-Based IVR Debuts at ITEXPO West 2009

September 9, 2009

ITEXPO West 2009 Concludes

September 4, 2009

ITEXPO West 2009 Keynote: Dr. Don Brown

September 2, 2009

After an introduction for me, Dr. Don Brown, a true communications visionary and veteran began a presentation at ITEXPO West 2009 which asked where the value was in communications. He explained CEBP and unified communications were terms made up by marketers and he didn't really like the term buddy list either.

In a matter-of-fact manner, he explained where the problems in communications were. One example were the problems associated with processes in a company - they are not automated and they are not easily repeatable and they need to be improved.

ITEXPO West 2009: Terry Matthews Keynote

September 2, 2009

Sir Terry Matthews gave a fascinating keynote address today to a standing room only crowd at TMC's ITEXPO and started his address by discussing the opportunity he sees in the communications and technology markets. You know from my past writing that I consider Terry to be one of the most incredible people I have met - he has started 89 companies primarily in communications. He has also started companies in the leisure space - hotels and golf resorts.

He is worth billions and he still works as hard as anyone I know. He travels the world and closes business.

ITEXPO West 2009 Day 2 Start

September 2, 2009

I had a great time last night networking with people from ITEXPO, 4GWE, M2M Evolution Smart Grid Summit and the other events here in downtown Los Angeles.

After the reception, I went to a dinner at the Westin Bonaventure show hotel and then a local restaurant. Then I went back to the TMC suite at the hotel where a bunch of attendees and the TMC team gathered, discussed the state of the markets and exchanged stories and analysis.

Some of the topics worth sharing were debates on the importance of the cloud as well as whether social networking is important in the business to consumer space. There were many more discussions and I hope to share them soon.

I am headed to the Los Angeles Convention Center soon and hope to see you there.







PAETEC Chairman and CEO Arunas Chesonis ITEXPO West 2009 Keynote

September 1, 2009

ShoreTel CEO John Combs ITEXPO West 2009 Keynote

September 1, 2009

John W. Combs took the stage at ITEXPO West 2009 to kickoff the keynote addresses of the show. Speaking to a packed room he explained how communications and technology can be integrated to change how information technology professionals are viewed in their organizations. He cited FEDEX as an example of how technology empowered customers and improved the company's bottom line. Another example worth mentioning (my example) is Wal-Mart, an organization using technology to improve supply chain efficiency in order to put competitors out of business.

His went on to share UC best practices and shared what he believes you should look for when buying new communications systems.

Here is a brief video of the the presentation and the crown in attendance.



Downtown Los Angeles Outside Fire Impact Area

August 31, 2009

Hi, all -- just wanted to let you know we are here at the Los Angeles Convention Center (I have been here since last Friday actually) and have been monitoring the situation regarding the fires in the LA mountains. We have been in close contact with the Convention Center and other city officials who want to make sure you know the Convention Center is far from the fires and in a safe area.

The specifics posted on the Los Angeles Convention Center Website are as follows:

REGIONAL FIRE UPDATE: The Los Angeles Convention Center is Outside of the Impact Region, and All Events are Operating Normally.

I am headed to the Avaya Social Media event soon and so far there are over a 1,000 people who have flown into LA to set up for the show and get ready for the conferences. I hope to see you tonight.





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