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

CRM

Channels

April 22, 2006

Be sure to check out the TMCnet channels when you get a moment… Think of them as micro-publications on various topics. There are a number of new ones here and there are XML feeds on the channels if you would prefer to use an RSS reader.   Broadband Telephony Broadband Voice Conference Call-Audio-Web Customer Interaction Management E911 Enterprise VoIP Gateways Headsets Hosted IP Hosted PBX

Channels

April 22, 2006

Be sure to check out the TMCnet channels when you get a moment… Think of them as micro-publications on various topics. There are a number of new ones here and there are XML feeds on the channels if you would prefer to use an RSS reader.   Broadband Telephony Broadband Voice Conference Call-Audio-Web Customer Interaction Management E911 Enterprise VoIP Gateways Headsets Hosted IP Hosted PBX

TMCnet Video: part 2

April 21, 2006

Here is the release on TMC video – I have had many questions on this today. We are very excited to get this rolling.

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Critical Mention Launches ClipSyndicate, a 'One Stop Shop' For Web Site Publishers to Syndicate Video News Segments From Respected Broadcasters  
Clear Channel, MultiVu, a PR Newswire company, and Other Leading Broadcast  News Providers, Ink Deals with ClipSyndicate to Drive Syndication Revenue and Brand Extension to Vertical Web Sites

NEW YORK, April 20 /PRNewswire/ -- Critical Mention, Inc., the leading Web-based television news search and broadcast monitoring service, today announced the formation of a new technology platform and business venture, ClipSyndicate, providing an exceptional value proposition for broadcasters, advertisers and Web site publishers in the "long tail" of the Internet. Broadcasters can extend the reach and value of their news clips, advertisers are able to get their video and banner ads in front of targeted "eyeballs" and Web site publishers are provided with the simplest way to syndicate and profit from timely and respected broadcast news segments that are relevant to their users/visitors.

ClipSyndicate enables broadcasters and other video content producers to easily monetize their content and extend their brands through an Internet distribution channel that syndicates video clips to thousands of vertical Web sites in need of content for their end-users, while providing advertisers new reach to an extremely targeted audience.








Inter-Tel 7000

April 20, 2006


Industry analyst and telecom veteran Mark Ricca says “Inter-Tel has done a masterful job in developing a platform that is being designed to successfully leverage advanced IP technology to provide a rich, intuitive feature set that can be an asset to any business” What is that has Mark so excited ?? The Inter-Tel 7000 of course.

Scaling up to 2,500 users per site, the Inter-Tel 7000 is designed to be a pure, standards-based communications platform utilizing SIP technology at its core. The platform also is designed to be redundant and secure, and to provide easy-to-use interfaces for remote management and configuration.

I can safely say I have never ever seen a release with so much analyst representation. It seems the analysts love Inter-Tel and especially the 7000.






Speaking at the ATA next week

April 18, 2006

Yes I am on my way to Louisville, Kentucky to speak on VoIP to a group of hundreds of resellers and next week I get the privilege of addressing a different group altogether – contact center executives. What I like about seeing and meeting with such disparate groups is that I see the different perspectives of the market. I also thoroughly enjoy talking with service providers like I did recently at the Voice Peering Forum in Miami recently.   If anything, addressing different groups keeps me on my toes and the content as fresh as can be. I am always tweaking and trying to find the absolutely most relevant yopics for my presentations.   Here is a release that will hit the wires soon:   FOR IMMEDIATE RELEASE   For More Information, Contact:                                                                                    Kristyn Emenecker                                                                   Co-President, ATA NY Metro Chapter                                                Mercom Systems, Inc.                                                              (201) 507-8800 x.

Sorry about that

April 17, 2006

Sorry about the whole not blogging thing today. I had meant to see the accountant and sign the tax documents a few weeks back but as luck would have it today was the day I saw him. In addition -- despite my best intentions to get in early -- I woke up before 6 am but somehow decided to close my eyes for a second.   Thankfully the kids woke me up a few hours later. I was straight into meetings for a whole day just trying to catch up with e-mail between the words being spoken in the meeting.

Call Center 2.0 Sponsor

April 10, 2006

Call Center 2.0 Applications

April 4, 2006

You have heard me talk about Call Center 2.0 and how it will embody AJAX and other Web 2.0 functions. Today, Jacada announced that Jacada WorkSpace 3.0, which became popular under it former brand, Jacada Fusion Agent Portal will take advantage of leading edge Web 2.0 tools such as AJAX. A note of disclosure – AJAX is not really new but it has been given new life in the last year or so. Applications like Microsoft Outlook Web Access and Google Maps use AJAX to allow a web-based application to seem like software running on a local PC.

Jacada’s products allow call center managers to unify applications in a single GUI allowing for less training and a more simplified front-end for agents.

The product excels in the teleservices agency/BPO space where the BPO agent can use a single interface regardless of the customer they are serving.



Call Center 2.0

April 4, 2006

The following is my High Priority Column in the April 2006 issue of Customer Interaction Solutions Magazine.

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The modern call center industry is about 25 years old, yet it remains on the forefront of customer interactions.  Paradoxically, for many years, call centers have not been on the leading edge of technology or in the forefront of attention by corporate management. As markets become more competitive, it is essential that call centers embrace the latest technologies to ensure they not only keep their current customers, but are positioned to attract new ones.

This is not to say that call centers have shunned technology. Much to the contrary, in the past quarter of a century the call center has transformed from an industry that dealt with contacts on index cards to one in which the latest CRM software is used on state of the art servers.

Over the years, call centers embraced technology when automating their inbound calling functions using ACDs, skills based routing and predictive dialers.

In the last decade and a half call centers have used technologies like CTI to enable better integration between phone systems and computer systems.









Call Center Mexico

March 24, 2006

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