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Rich Tehrani
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Caribbean Outsourcing

April 16, 2008

Many people think India when they discuss outsourcing but it is interesting to note that the market for BPO/teleservices is much larger than a single country. Case in point is a company called e-SGI.

I read about them in an article by TMC's Tracey Schelmetic.

e-SGI has 3,000 employees in three different offices in Montego Bay and Kingston, Jamaica, and St. Lucia. Annual billings are in excess of $60 million. The company accesses more than 120,000 calls per day.



New TMCnet Record and New Writer

April 15, 2008

Thanks to our readers -- once again, TMCnet has hit a new record. In this case, we built a Global Online Community in conjunction with Interactive Intelligence and this community generated just under 600,000 page views in one month according to Webtrends, a company which measures web traffic.

As you might imagine, this is a staggering number of pages to be viewed in a month and after TMCnet, this number represents the most page views in a month out of all competitive sites worldwide. This is according to third party web measurement sites like Quantcast.

In other words a single community built on TMCnet outproduced any other single competitive site in total.

As I have promised before, as we grow we will ensure the quantity and quality of TMCnet articles and as such we recently added Rick Bye as a columnist. He wrote his first piece last week in fact.

Bye is a senior segment marketing manager with Zarlink and is responsible for leading the company’s residential gateway and consumer voice products development.







Dialogic Analyst/Media Day

April 15, 2008

Fonality Trixbox 2.0 Launches

April 15, 2008

According to Chris Lyman, the Founder and CEO of Fonality, the brand new Trixbox 2.0 is the "look mom, no hands, reseller version."

In fact, the company is doing its best to make sure resellers have to touch these phone systems less and less. Lyman tells me the beta of 2.0 has been out for a few weeks and this release signifies the company's renewed focus on the reseller market.

Lyman tells me candidly that resellers are their future and they are thrilled to have their margins double by selling software systems like those supplied by Fonality.

Some added features in this release are sophisticated, presence-enabled find-me, follow-me, with remote features such as call control and record.

In addition there is E1 and BRI autodetect. Think of this as the wizard-based approach to open-source communications.

So how do you upgrade? As Lyman explains, the data center gets the new version of the software and you get it the next time you log in.









Target Service Provider Marketing by Pontis

April 14, 2008

At the recent CTIA show in Las Vegas, much of the talk centered around how service providers need to focus on generating revenue from advertising as companies like Google will be giving away many of the services they hope to charge for.

A good example of such a service is Google Maps which utilizes cellular tower triangulation to approximate GPS. It doesn't stop there of course… With Google Gears for Mobile, Google is in the enviable position of allowing mobile devices to utilize hosted applications whether or not there is a live internet connection.

It isn't news that Google has a head start in delivering services and advertising… Now carriers need to catch up.

But service providers are terrible at getting into new business areas and they have little experience in advertising. You know, that reads a bit harsh. Allow me to rephrase… Let's say instead, that if wireless carriers learned to sell advertising as well as they spend money on their own ads, they will be in great shape.

What is the first step in becoming a better advertising company?







Google and SalesForce Enhance Relationship

April 14, 2008

It was over a year and a half ago when I had a chance to listen to Marc Benioff talk about how his company's software would be integrating with Google to provide a mashup allowing companies to better track their Google advertising. Using the services together, companies would be able to utilize the CRM portion of the software to track where customers came from... Which ad, which keyword, which landing page, etc.

The matter was so important I made the article a High Priority column in Customer Interaction Solutions Magazine.

The two companies have decided to take the collaboration one step further and as a result, you will now be able to purchase Google Applications via SalesForce.com and there will be tighter integration between the two companies.

For example, e-mails sent to customers via Google's mail application will be connected to customer records in SalesForce.com.

While this collaboration is great, there are still companies who worry about how to maintain security when their vital corporate data is stored on the servers of another company.

Perhaps this move will manage to make customers more comfortable with the hosted approach as Google has a strong reputation and helps boost SalesForce.com's credibility -- not that the company really needed it but having such a large partner would help anyone.

In my opinion, there are many companies who don't want to worry about having idle employees if their broadband provider or router fails.

I have to say that I really appreciate Marc Benioff as a spokesperson for SalesForce.com because he calls them as he sees them. No longer having Tom Siebel to go after, Benioff has resorted to blasting Microsoft.

If you want a more specific example of what I mean, consider the memo put out by Benioff in November of 2005 where he had the following to say:

Last month, our number one competitor surrendered, and decided to take its place beside several former competitors at software's Shady Pines Rest Home, also known as Oracle.


















Podcast: Ken Lamneck - President The Americas, Tech Data

April 10, 2008

Ken Lamneck
President
The Americas
Tech Data









Distribution companies are in a great position to tell us what trends to look for in the market. What is hot? What is not and more. It is for this reason I was very interested in speaking with Ken Lamneck - President The Americas at Tech Data.

In our discussion we had a chance to embrace the concepts of virtualization, unified communications, NAS, how selling services is becoming a great business for VARs and more.

We also had a chance to discuss how VARs that do not provide complete solutions will lose business to others and will subsequently put their product sales in jeopardy.

Lamneck stresses that Tech Data wants to provide the best choices for their customers instead of pushing companies down a certain path.

There is much more but to hear it you have to listen to the podcast.




















Podcast: Dieter Thompson, TAG

April 10, 2008

Dieter Thompson
CEO TAG
I had a chance to have a podcast interview with Dieter Thompson the CEO of TAG, an Alcatel-Lucent company specializing in telecom procurement, contract negotiation and vendor management solutions.

Thompson shares many things in this interview -- one important point is that many local telecom services are going up in price. is the FCC to blame? Is there really enough competition? Dieter goes into these areas and discusses why carriers in some cases won't even bid on contracts.

is WiMAX the answer?





Communications Developer Call for Papers

April 8, 2008

Bob Emmerson: TMC's European Editor

April 8, 2008

Bob Emmerson joins TMC as out European Editor. We are truly proud to have Bob join the team as he is a communications and technology veteran.


Previously, Emmerson was a designer of digital control systems, a journalist, and a copywriter.


For a number of years he ran his own advertising/pr agency in Brussels.

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