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Rich Tehrani
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CRM

Iwatsu

July 28, 2007

As part of a recent whirlwind Dallas, Texas tour I had a chance to catch up with Iwatsu’s Don Gant and discuss what his company is up to. He tells me sales of the company’s EMA Enhanced Messaging Application service are strong and have accelerated after the tragic Virginia Tech shooting. The system allows e-mails and calls to be made at a rate of 1,000 calls per minute in order to notify family members or workers in an emergency situation.   One of the benefits of the system is the ability to allow called parties to interact with the emergency notification system. For example if you receive an evacuation notice by phone you can set the system to allow the called party to press a button to get the best evacuation route from different parts of a campus.

Bluesocket buys Pingtel

July 24, 2007

One of the fastest growing spaces in communications is the wireless market and it is essential all communications equipment providers address this area. To that end, Bluesocket, a company known in the WLAN and security space has just picked up Pingtel the company behind one of the first open-source PBX projects.   Pingtel started life designing and selling state of the art IP phones. The company won a number of awards for their nice designs but they were way ahead of their time. No one anticipated the IP PBX space having such a market slowdown from 2001-2003.   As the IP phone market did lose traction, Pingtel changed gears and launched an IP PBX and soon thereafter decided to make it an open-source project.

Microsoft Pushes into Communications and Beyond

July 23, 2007

Here is my August 2007 Publisher’s Outlook for Internet Telephony Magazine. It may be one of the longest pieces I have written in a while and it was great fun to put together and hopefully is something you will appreciate.   ----   In 1997 or so I regularly met with Microsoft executives in charge of the company’s telephony initiatives. At the time Mitch Goldberg and Mark Lee were the top spokesmen the Redmond-based software giant offered up to discuss where the company’s products fit into the telephony ecosystem. If you have been in telecom longer than seven years you likely remember the industry was once dominated by computer telephony integration (CTI) technologies allowing PCs and servers to talk with telephone switches.

Call Center Stories Week of July 20, 2007

July 20, 2007

Cablevision Customer Service

July 15, 2007

I have been consistently impressed with Cablevision customer service. I am having a problem with my network and it is potentially complicated. From time to time the network experiences packet loss for a few minute period.   I have also noticed that my Belkin UPS is making clicking noises. I wonder if these problems are related.

NetSuite on iPhone

July 12, 2007

Gartner on Customer Service

July 12, 2007

Digium Acquires Sokol & Associates

July 11, 2007

Digium just acquired Sokol & Associates the company behind the successful Asterisk training program and the Astricon trade show. This further reconfirms the idea of Digium being “everything Asterisk,” a concept espoused in a recent interview with the company’s news CEO Danny Windham.   “We’ve been such an active part of the Asterisk community for years that joining Digium seemed like the logical next step for our group,” said Steve Sokol. “We look forward to continuing to work with Asterisk users around the world and to taking our knowledge of how people are using Asterisk every day and using it to impact future product development.”   “Asterisk is one of the most commonly used open source projects today, and as the community of users and contributors grows, we want to deepen our relationship with them,” said Mark Spencer, founder and chief technology officer of Digium. “Sokol & Associates has run Asterisk training classes around the world and has long been a central part of this community.

Call Center/CRM News July 6, 2007

July 6, 2007

Here is the latest in the contact center and CRM space. Interesting topics consist of call center trends in Mexico and New Zealand. I have always wanted to go to New Zealand by the way and just haven’t found the free 24 hours or so I would need just to fly their from the east cost of the US.   One other interesting item is the iPhone CRM link from CompanionLink.   Call Center Recording in the Hosted Environment NICE to Acquire Actimize What Teleconferencing Means to the SMB Mexican Contact Center Industry Shows Strong Growth Study Shows New Zealand Contact Centers Struggle with Turnover SugarCRM Announces Meet-Up Group Starting in Atlanta iPhone Gets CRM Sync Link from CompanionLink Air China Offers Enhanced Customer Service with Avaya's Solutions

TMCnet Goes Twitter

July 4, 2007

It seems like if you are under 18 you spend a good deal of time twittering on well – Twitter. Since my typical reader is above 18 you may not be aware that Twitter is a service allowing you to send and receive messages via SMS on cell phones. People spend hours letting their friends know (in excruciating detail sometimes) about all aspects of their life. “I am going to have lunch.” “I am having a snack.” “I am sick,” are some of the things you may see while twittering.   But if you get sick of twittering with friends and are interested in using Twitter to keep up with the latest (and best of course) communications and technology news and analysis, be sure to check twitter.com/tmcnet.
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