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

CRM

Comcast Embraces Twitter

December 17, 2008

Comcast has been known for poor customer service in the past but is now on the leading edge and should be commended. You can follow the happenings at the company on Twitter and immediately engage with a corporate exec.

Here is an excerpt from an article on the matter:

I spoke to Comcast Director of Digital Care Frank Eliason, who personally responds to each and every comment and complaint sent to @comcastcares on Twitter, at all hours of the day (there are currently over 20,000 posts).

You Just Thought of Making Profit Now?

December 13, 2008

More calls, more CEOs, more problems. There seem to be more and more companies coming out of the woodwork who now realize they need to focus on sales and marketing in 2009 for their survival. It seems these companies founded themselves for the sole purpose of being sold to Cisco and other solid companies and now those dreams have slowed or in some cases vanished.

Yes, the big tech companies are still purchasing but if they don't pick you up now, there are limited opportunities for future funding.

I get these calls and all I can think is "You're waiting until the middle of the recession to start thinking about how you get customers?" I could say more but the sheer lunacy of the whole situation doesn't allow me to articulate without peppering my writing with obscenities.

TMCnet Visitors Cautiously Optimistic About 2009

December 13, 2008

For those of us in telecom and tech, there is obvious concern about where the economy is headed - just like any other industry. The difference for us is we have seen a recent bubble burst and don't have the excess in our markets which other markets do. In fact in 2000, the dotcom bubble burst in March and the telecom bubble in November.

Most CEOs I speak with in our industry tell me tech and communications are among the best industries to be in for 2009 and beyond.

SaaS in the Contact Center Webinar Starts Soon

December 9, 2008

I am moderating a webinar on SaaS in the contact center and it starts in 20 minutes. You can listen live or get the archived version. I am looking forward to it.

SaaS in the Contact Center an Attractive Alternative
During a Down Economy

Tuesday, December 9, 2008, 2:00pm ET / 11:00am PT

Customer service is a hot topic in boardrooms everywhere.




Call Centers Still Hiring

December 8, 2008

While layoffs take place in the hundreds of thousands, at least one industry has some bright spots in terms of hiring. Thomas L. Cardella & Associates is adding 55 full-time jobs at its Keokuk call center to handle a new outsourcing contract.

In the recession of the early nineties, hundreds of thousands of new call center jobs helped the economy rebound more quickly. For better or for worse, about half the call center jobs were for outbound calling otherwise known as telemarketing.

Dialogic Officially Acquires NMS

December 8, 2008

Dialogic has officially acquired the communications platforms division of NMS as of Friday evening and I had the opportunity to speak with Dialogic's Senior Vice President of Marketing Jim Machi about the acquisition and the future of the company. You may recall, I first reported on the news back on September 12th.

Before I get into the conversation with Machi, it is worth pointing out that the major competition in the CTI space between Dialogic, NMS and Brooktrout has finally come to an end this past weekend.

These companies were at each other's throats in decades past but as they competed, the industry thrived. More importantly, this rivalry caused the communications market to open to the point where a high school kid can develop telephony apps in the cloud with no knowledge of underlying telephony networks. CTI was a huge step towards openness in telecom and as these building blocks which were used for computer telephony integration began to be applied to IP communications and more specifically, VoIP - the world changed.

The opportunity for companies like Dialogic is changing and while VoIP is a big part of the company's business, video is a strong part of the future.





TMCnet Gets a Redesign

December 2, 2008



While many of you were busy in the malls this past weekend or trying to find the best price on that new digital camera yesterday on Cyber Monday, the dedicated team of designers and programmers here at TMC worked day and night and night and day to bring you a new look and feel.

Over the past years, many of you have told me that you love to come to TMCnet on a daily basis and the hundreds of stories and blog entries we write on a daily basis contain everything you need to navigate the telecom and tech worlds. At the same time, many of you have told us the interface TMCnet has looks busy. Others have told me it is not clear that 50-100 writers contribute to TMCnet on a  daily/weekly basis.

Our new redesign is meant to adress all of these great requests and we hope you enjoy the new TMCnet.

One last point... Thanks to the 2-3 million communications and technology decision makers who visit TMCnet monthly and thanks to the TMC team for doing such a great job on this redesign.







Great CRM Ideas For A Down Economy

November 26, 2008

Recently, my wife ordered a few pairs of shoes from Zappos.com and they upgraded her shipping after the order was placed. She placed the order Monday evening and the shoes were received Tuesday afternoon. She was blown away and I think Zappos has a new loyal customer. In a slow economy, this is a smart thing you can do to ensure customer loyalty.

Another out of the box idea comes from BMW of Darien - the BMW dealer closest to TMC headquarters in Norwalk, CT.

SMS Comes To Contact Centers

November 25, 2008

When an entire generation uses their phones for nothing but social networking and sending text messages, smart contact center companies see an opportunity. Interactive Intelligence is one such company and recently added SMS as a channel as part of its multichannel contact center solutions.

Remember, kids today do not even check email. We could argue the reason for this... I personally think they don't mind paying for messaging when email is free -- because frankly, their parents are paying.

So if they use SMS only, then a bank needs a solution which allows checking account balances to be sent via SMS to customers.



Top CRM News 11/21/08

November 21, 2008

Here are some article flagged by my editorial team as worth reading in the CRM/contact center space. There are some great nuggets on this list and I hope you find it useful:



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