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Salesforce Cloudforce NY 2011 Live Blog

November 30, 2011

I am headed to NY as I post. Check back for updates throughout the day.

Heading to the keynote there was a DJ in the atrium of the Jacob Javits Center playing techno music wearing a shirt that said I Cloud NY. Nice addition.

We are waiting for the keynote to start - so far there was a video touting the importance of social - including Twitter. then an interview with Comcast and Facebook execs.

Keynote starts with Metallica Enter Sandman - with an accompanying video of catchy buzzwords - cloud - post PC, etc.

Marc Benioff takes the stage: We were born cloud at Salesforce.com and we were reborn social.

Facebook is easting the web - 23% of the time on web is social.

Mobile minutes per day is higher than on PCs.

A persistent part of how we do work each day.



Next year we will exceed $3B annual run rate.

















Headed to Cloudforce New York. Can't Wait to Hear from Marc Benioff

November 29, 2011

Will Rockit Redefine Social CRM?

November 18, 2011

What happens when you merge social CRM, location based marketing, mobile marketing, loyalty rewards and targeted social marketing? The answer is Rockit – a new company whose goal is to prove to the world that managing customers in the new multichannel, multimedia world is far from “rocket science” (get it?).

The company provides a loyalty-enabled platform allowing customers to sign up for offers in categories of interest or by company and these companies can use the platform to track customer loyalty, communicate and push out special offers and incentives.

Will Call Center Gamification Increase Productivity?

November 11, 2011



Recently I had a chance to speak with Oscar Giraldo and Ariel Cordiviola Palaia the CPO of Arcaris regarding his company’s new contact center performance management software named PLAYCALL which “gamifies” performance allowing agents to see how their performance ranks among others at the company. By utilizing KPIs set by the company, a worker can see their progress or lack thereof and can react accordingly. The company says its system will reduce turnover and it even has a widget which agents can look at to see progress.

Agents can also communicate with their supervisor and receive awards based on achievement.



TMC Covering Cloud, 4G and Open-Source This Week

October 24, 2011

Quite often at industry events I hear people say they can’t believe how many events TMC goes to each year and moreover,  they ask just how many conferences we cover each year. I haven’t done the math but it’s a lot. But since I was thinking about it, I figured I would share our schedule this week… To me the amount of money a company invests into the markets they serve is an important part of being successful. In other words, in order to keep our readers and viewers informed, we have to be able to cover all the important conferences in the market.

Gary and Mary West: Improving Healthcare Through Disruption

October 19, 2011

For years, Americans have prospered like people in no other country on earth because our class-free society allowed virtually anyone with a good idea to launch a company, hire, prosper and keep the majority of the fruits of their labor. A competitive entrepreneurial culture further fostered an environment where successful businesspeople went from being entrepreneurs to serial entrepreneurs.

Even more impressive, so many of these successful businesspeople seem to reach a point in their career where they don’t feel satisfied helping society through their inventions and hiring, they want to focus on problems with society and fix them directly.

Such is the case with Gary and Mary West – two legends in the call center space as founders of West Corp. As you may know,in 1982 TMC launched the first magazine in the world in the call center space and at the time we called it Telemarketing (now Customer Interaction Solutions).

New Interactive Intelligence Quick Spin Cloud Contact Center Trial Portal

October 17, 2011

Coming off the first six months of 2011, Interactive Intelligence enjoyed cloud-based revenue growth numbers of 58% while orders increased a whopping 146% during the same period. Moreover, the cloud accounted for 26% of the company’s total new order dollar volume in the first half of 2011. Company CMO Joe Staples said the following to me in a meeting in New York, “We are seeing a huge shift towards the cloud.” He continued, “It is talked about in every single deal we are in.”

As a refresher – the company started selling a hosted solution in 2005 but relaunched its cloud-based communications as a service or CaaS solution in 2009.

Benbria Evolves into Social CRM

September 22, 2011

Marketing has never been so complicated and social media has only taken something which was difficult and added levels of complexity. Recently at ITEXPO in Austin, Texas, TMC hosted its first CMO Summit and the consensus at the event was that complexity is out of control. How do I deal with the physical and virtual world while adequately communicating with customers the way they want to be contacted was a common theme.

At the expo I met with Andrea Baptiste President and CEO of Benbria, a company which got its start in the outbound notification space.

ITEXPO: 8x8 Buys Contactual

September 12, 2011

Breaking news from ITEXPO West 2011 in Austin, Texas.

Hosted communications, video and VoIP pioneer 8x8 has just purchased Contactual, formerly known as White Pajama. I have been visiting 8x8 for about 15 years and when you enter their HQ the first thing you notice is the patents hanging everywhere. They now have about 75 of them. After the tech bubble crash the company turned their leading-edge technology into a customer focused business which you could call a business Vonage.

Web Transparency Aids Outage Victims After Irene

August 30, 2011

Over the last decade, social CRM has given companies a voice on a 24x7 basis – if they so choose. Companies which once were impossible to extract information from will now gladly answer questions via Twitter for the world to search and see. Nowhere is two-way flow of information more important than in the post Hurricane-Irene outage where millions on the east coast have been affected.

With a heavy reliance on well water, northeast electricity outage victims suffer not only from dead-gadgetitis but they also can’t even take showers or flush their toilets.

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