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

CRM

$1.27 Billion in VoIP Support Services Revenue by 2010

October 19, 2006

A sign of a healthy market is one in which there is lots of money being made. IDC reports that the VoIP services market will be growing at a phenomenal rate. I was blown away to discover they predict VoIP equipment support services spending will reach $1.27 billion in 2010. this is a staggering number and one can imagine how much money will be spent on service and equipment based on the fact so much is being spent on the support services.

On a related note, here is an IP communications market research page that is a summary of research in the communications market.

The reason we put this page in place is to ensure we can track the reams of research news flowing across TMCnet on a regular basis.



Webinar News

October 3, 2006

There are a ton of things going on at TMC and one of the most exciting is our web seminar program where we educate decision-makers on some of the latest and most important topics in the world of IP communications and VoIP. One of my favorite webinars this year was actually a Web Summit on VoIP Peering with Jon Arnold. I am looking forward to catching up with Jon next week at ITEXPO. We will be working with Jon on more of these very soon.

Here is a list of web seminars I hope you get a chance to register for and attend.

Call Center Wait Times

October 3, 2006

I have been reading more and more about companies who neglect customer service and get punished by losing customers and/or losing share price. Sure the two are generally related but a company like Dell has been slammed so many times for hiring Indian call center reps that it is likely their P/E multiple has been affected as well.

But it isn’t just accents or call center agents with lack of training that upset customers. Another pet peeve many customers have is long wait times. I could go on for pages actually about all the items that upset customers -- like not answering e-mail.

Art Rosenberg

September 30, 2006

I have been getting Lots of constructive feedback from Art Rosenberg for many years; probably longer than a decade. Way back to when we launched CTI Magazine in fact. As you may know Art is widely accepted as the person who coined the term unified communications. Art always has a great deal to say and I though this letter worth sharing.

MetaSwitch, Cisco and Juniper Gossip

September 26, 2006

I spoke at a seminar hosted by Interactive Intelligence like I have been doing more and more lately. Today I was in Detroit, MI, a city and state I have never been to. I was a huge fan of Ford and GM cars in my teens and at that time I had a good friend who used to be from this area. I used to hear lots of great stories about this city and the great cars that were created here.

Of course we have all been hearing stories about the turmoil at Ford, GM and Chrysler as of late and I knew the economy here isn't great.

Primal Solutions

September 25, 2006

Consider a typical tax return. If you own a home and have a mortgage you may be able to deduct interest payments -- at least in the US (oh and by the way this article is not meant to provide you with advice on doing your taxes. Please don't expect it to help you with the IRS at your next audit). If you made interest you must pay tax on it and of course on other income.

Lower Broadband Customer Service Costs

September 19, 2006

Sorry for the self-promotion here but I haven't had a chance to share this with you --the news of a webinar teaching service providers how to lower the costs of broadband customer service. It takes place tomorrow so feel free to forward I to colleagues now so they don't miss it.

Rolling out new technology to your customers is great but you need to make sure that if you are deploying new triple play services you are aren't taking a bath on support costs.

As the complexity of services increases so does support cost. This webinar will help you lower your costs over time by planning early. Enjoy.

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Keeping a Lid on Broadband Customer Service Costs

Date: Sept. 20th (tomorrow)
Time: 11:00am PDT (2:00pm EDT)
Register

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Customer support costs can balloon quickly when rolling out new broadband services.














Speaking at ITEXPO Ft. Lauderdale 2007

September 11, 2006

Alcatel and Lucent Approve Merger

September 7, 2006

The Alcatel and Lucent merger was just approved despite rumors to the contrary. The price -- 10.8 billion dollars.

"As we have said from the start, the primary driver of this combination is to create long-term value for shareowners, customers, and employees," said Lucent Technologies Chairman and CEO Patricia Russo. "Today we received approval for the merger from Lucent's shareowners, and as a result, we are another step closer to creating the first truly global communications solutions provider with the broadest wireless, wireline and services portfolio in the industry."

Alcatel and Lucent expect to complete their merger transaction by the end of calendar year 2006, within the six- to 12-month timeframe originally announced on April 2. The companies have already cleared several key regulatory and antitrust milestones, including antitrust clearance in the United States and the European Union.



Nortel’s Future

September 7, 2006

With the rumblings in the market and out Alcatel and Lucent possibly calling things off, it might be a good time to look to Canada and see how Nortel is doing and what they plan for their future. I just came across this great article on the future of Nortel. The company believes Next-Generation Mobility, Enterprise Transformation and Services & Solutions will be the heart of the new Nortel.

Here is my take on the news.

Mobility

A super-hot area – productivity will skyrocket as mobility gets better. There is lots of money to be made in this space and it will become more competitive as smartphone makers including Blackberry, wireless carriers and Microsoft (who could be in the smartphone category but are so large they deserve their own) all jockey for leadership position.



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