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

CRM

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.

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).

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