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

CRM

MightyHive Achieves Contact Center and Web Ad Integration

August 12, 2013

The contact center is a billion dollar channel but has yet to exploit its true potential. Contact center data can now drive demand through another channel, online. To drive brand and business equity today, marketers must leverage consumer insights to create seamless experiences across channels where each interaction, regardless of channel, is relevant and consistent to lead consumers along the path to purchase.

In the late nineties it was fashionable to say the web would kill the contact center as people would no longer need to speak on the phone when purchasing.

SugarCon 2013 Kicks off this week in NYC

April 8, 2013

Tomorrow's Cloud, Optimized by Plantronics

December 19, 2012


Most people think of the cloud as being removed from the local environment because, after all, it requires the addition of a browser to access. But thanks to innovation from the people at Plantronics, the cloud can now reach through the browser and be closer to the user than ever before. In fact, the company has an SDK, which for the first time bridges the worlds of mobile and enterprise communications as well as computing. While CTI or computer-telephony integration is not a new concept, Plantronics uses its Spokes software as communications middleware to seamlessly connect mobile telephony with cloud-based or on-premise enterprise software.

At Stew Leonard's Deciding Who to Serve First

July 12, 2012


I had a fascinating trip recently to Stew Leonard’s where I witnessed employees having a conversation about customer service. If you aren’t familiar, “Stews” as we affectionately call it started in 1969 and is a huge grocery store in TMC’s home town of Norwalk, CT which features a small zoo, ice cream area and loads of mechanical creatures singing and dancing to entertain the kids while the parents spend, spend and spend. They part with so much of their money in fact that the store was in the Guinness Book of World Records in 1992 for having the most sales per unit area of any single food store in the US. Ripley’s Believe It or Not! 

Aito Technologies Helps Carriers Leverage Sentiment Analysis

March 20, 2012

In the US, some of the most challenging times for carrier sentiment had to be when comedians and shows like SNL poked fun at the iPhone for not working properly on the AT&T network. And in such situations where the carrier’s network was slammed with traffic and the company was not able to come up with a solution quickly, there probably want much the company could do to change public sentiment.

But in many cases a reactive carrier can reduce churn due to customer dissatisfaction. And this is one of the goals of Aito Technologies a company in the customer experience analytics (CEA) space.

Will Nimble 2.0 take Social CRM Mainstream?

February 14, 2012

Recently consumer products manufacturer P&G – one of the largest advertising spenders at over $9B announced it will cut its marketing headcount in-part because advertising on Facebook and Google is more efficient. The maker of Gillette and Pantene products is not alone; in-fact the business world is focusing heavily on social media including Google+ and Twitter.

But while it is understood by many web-savvy companies that social is important – how many of them are embracing social CRM? My informal analysis shows the numbers are very low meaning there could be huge room for growth.

Need a New Car? Win a Mustang at ITEXPO in Miami Next Week

January 27, 2012



I think I may have one of the best jobs in the world. I admit it is a bit ADHD-inducing as I get involved in lots of areas from new media to the latest technologies in the market as I run this major media company which is TMC. Not only do I get help influence tens of millions of people online I also get to host live events where I meet many of the readers who frequent my blog and TMCnet - the main web portal of TMC where I am CEO.

But the most exciting part of my job comes twice a year when I give away a car to an unsuspecting attendee at ITEXPO. Next week - Friday Feb 3rd at 1:45 pm at the Miami Beach Convention Center, I get to give the next car away and it will be a Ford Mustang.



Avaya's Top Communication Trends in 2012

December 16, 2011

Recently I had a chance to have an in-depth conversation with Avaya about the trends they see for 2012 in the communications space. In particular I spoke with George Humphrey a Director and Line of Business Owner at Avaya and Diane Royer, Senior Marketing Services Manager.

The trends below are at times augmented or enhanced with my thoughts.

1) Mobility raises the expectation of availability

With Rypple Acquisition Salesforce on Track to be Cloud-Based Oracle

December 16, 2011

In the early nineties I was and SQL programmer in a market dominated by companies like Oracle and Informix. At the time these database companies stuck to their core competency. Fast forward a few decades and Oracle sells software in virtually every space. Moreover they are a revenue generating machine as they have gobbled up so many companies; there are few other choices in the market.

Dotcom All Over Again?

December 5, 2011

This time domain names = IP addresses and dotcom = cloud

The idea of cloud is not new – think mainfraimes, ADP for payroll and the ASP market of over a decade ago. This time though the investors are behind the move and it seems potentially for good. I say “potentially” because I launched a magazine to educate the market on the cloud revolution called Communications ASP in 2001 and it was a mega-success for a few issues until almost all our advertisers told us at once that their investors no longer allowed them to use the term ASP.

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