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

CRM

HP Itanium Feud with Oracle Hurts Customers Most

June 9, 2011

Oracle is Big Enough to Strike Fear and Low Key Enough to Escape Massive Media Scrutiny

Oracle is fiercely competitive - in and out of the water

The rivalry between HP and Oracle is definitely heating up and the endgame probably isn’t good for HP. For more than a decade an acquisition spree at Oracle has allowed it to become a software behemoth depended on by IT departments worldwide.

Will Contact Centers Boost US Employment Again?

May 23, 2011

It was 1991 when the US was in the midst of a recession and economic development agencies worldwide started to court the editors of this publication to write articles about their location as attractive places to start a new center. In 1991 my fist article-writing assignment outside the US in fact was to attend an IDA Ireland event in Dublin. At the time, call centers were seen as the perfect job creators as the skills needed to work in them were limited. Moreover, they didn’t require massive amounts water or electricity like the manufacturing space.

Avaya SMB Event Features Cake Boss

May 17, 2011

Avaya Press and Analyst SMB Live Blog.



At an Avaya Event here in New York City, the company is set to detail its plans to migrate Nortel users to Avaya's IP Office 7.0. According to Isabelle Guis (pictured) General Manager of of the SME Communications Business Unit, the company now has 30 million users - 14M of those came from Nortel and there are 7 million total IP Office users - with 200k systems being sold last quarter.


Here are some shots of the event so far.




10:00 am EST Kick Off

Announcer addresses audience from TV via video Small business make is vital to Avaya.

Dr. Alan Baratz
takes the stage. He transitions to a video of happy customers "Thinking Big."



IP Office was designed for small to medium businesses and can scale to 1,000 users. 60% YoY growth - almost 150% QoQ growth in sub-20 end of market.


















Poor CRM = Go Directly to Jail

May 16, 2011

Remember a few months back when I wrote that providing poor CRM could dent your SEO? The story revolved around website Decormyeyes.com - and its owner Vitaly Borker who was generally rude and insulting to customers. He went so far as to send pictures of their homes to intimidate them. Not only did Google reduce his SEO as a result of an article in the New York Times, he is now going to prison.

Amazon EC2 Outage: What The Experts Tell Us

April 27, 2011

The recent Amazon outage of its EC2 service affected a number of leading-edge companies who in some cases used the fact that they housed little to no infrastructure on their premise as a selling point to investors. Certainly, the cloud computing market is in what we could call a post-evangelism phase where there seems to be universal agreement that the cloud has a role in most organizations – at least to help with some tasks – if not all. We know the concept of hosted solutions isn’t new – many companies outsource payroll for example or tax preparation.

But certainly, when the largest company providing cloud infrastructure has a major outage of one of its availability zones lasting days,  it’s time to sit back and reflect on the challenges of moving wholesale to the cloud without thinking the concept fully through.

Voice Carrier Wants a Big Piece of the SMB VoIP Pie

April 14, 2011

The business VoIP market has a tremendous amount of growth potential based on a recent FCC report I highlighted last week. And perhaps the most exciting aspect of the market is there is no single leading player which comes to mind – especially for the SMB. And losing and gaining marketshare in the segment can be done quite rapidly if you aren’t careful. Case in point are Comdial and Inter-Tel: two major players in the SMB CPE space just a decade-and-a-half ago.

Why Salesforce.com Purchased Radian6

March 30, 2011

The recent Salesforce.com Cloudforce 2011 conference in New York

Word of mouth advertising has always been important to business but today, a small group of people who others trust could be responsible for making or breaking a product or company. This concept is not new as in the past; a small group of journalists could also be responsible for assigning tremendous credibility to a company or product. And in response, companies often treated the media like a sort of royalty – doing their best to influence the influencers.

How Poor Branding and Positioning Have Led to Tech and Auto Failure

March 27, 2011

Lessons Learned From Microsoft, Cisco, Volkswagen, Mazda and Apple Misteps

Why do Cisco and Microsoft have trouble entering new consumer markets and why does Apple have challenges when trying to get into the enterprise server market? According to an article from Rob Enderle, President and Prinpal Analyst, Enderle Group the reason has to do with poor management choices which have more to do with seniority than ability - coupled with starving new products of the resources they need to make it.

I agree with many of the points he makes and the fact Redmond actually decided turd brown was a great color to use when competing with Apple is hard to digest (sorry).  But in addition to the thoughts from Enderle I would add there is a positioning challenge facing these companies as well. In today's world where everything seems to revolve around clicks and search ads, most companies don't even seem to know what positioning means.

And its too bad because companies fail every day because they generate lots of leads that won't turn into business.





Earthquakes and Tsunamis to Help or Hurt Cloud Growth?

March 11, 2011

If your cloud services relay on a data center which is in an area affected by a natural disaster and your users or home office is not, you probably look at the recent disaster in Japan as a negative for cloud-based services. the reality is however that once your services are in the cloud, you will be able to more easily have access to computing resources which are geographically dispersed.

Moreover, generally speaking, a data center is more resilient to natural disasters than a typical office would be. This is the case for example with the Terremark building in Miami, FL which while located in a hurricane zone, is one of the most disaster-proof structures you will find. This is likely why the US government virtually owns an entire floor of the building and moreover why Verizon decided to buy the company as it expands its cloud strategy.

Larry Dignan has more analysis on the topic at ZDnet and its worth a read.



Salesforce.com Cloudforce 2011 Live Blog

March 3, 2011



I am in New York today at the Salesforce.com Cloudforce 2011 event and it kicked off with a conversation with a user from SunTrust Financial and Forrester Research - so far the event is heavily Twitter, social and smart device focused.




Kelly Services is using Chatter for about 9,000 people to help with information sharing and discovery of other related people in the organization - and using it to discover talent and engage with customers.



Demos of Chatter:




Cloud needs principles, not standards. Companies are using social networks as a sales/marketing tool.

Audience enjoying a presentation on the growth of social networks and mobile devices - China, Facebook and Twitter prominently featured. What, no Charlie Sheen??

Mark Benioff takes the stage - says 5,000 people registered for the event. 3,000 people showed up and 6,000 are watching remotely - 43 demo stations, lots of partners etc.




Talk of how fast the company is growing - massive cash and $1.8B run rate.

2,000 PCs at Salesforce.com are the equivalent of 200-300,000 computers that customers would need.


























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