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

CRM

Multisite Call Center Webinar

March 6, 2006

I wanted to invite the readers of my blog to join in learning about Multisite Call Center Strategies to Reduce Costs and Increase Productivity. Here is an e-mail explains the webinar in more detail.

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Dear Colleague,

As an industry professional, we wanted to let you know that a Complimentary Webinar will be occurring on Tomorrow, March 7th at 11:00am PT. Please feel free to register for the event by the link given below.


"Multisite Call Center Strategies To Reduce Costs and Increase Productivity"


Date: March 7th
Time: 11:00am PT (2:00pm EST)
Register here: Register here: http://www.tmcnet.com/Webinar/telephonyatwork/


Today's enterprise customer service strategy can include multiple in-house agent sites, multiple outsourced call centers and a geographically-dispersed staff of home-based remote agents. Traditional IT and telecom infrastructures, however, were never designed to support this distributed strategy. Newer, "multi-tenant" contact center technology solutions can dramatically reduce acquisition and management costs by enabling all sites and agents to share common unified infrastructure, without sacrificing data privacy, network security or local control.
















ATA Technology Forum

March 2, 2006

CallMiner

February 28, 2006

Here is a real cool blog entry from fellow blogger Dan Rua, Managing Partner of Inflexion Partners on the future of audio searching. Audio data is voluminous and call center recordings alone present an invaluable resource – a virtual treasure-trove of business intelligence. Within a few years it would be corporate malpractice (thanks to Brooke Greenwald for alerting me to this term – not sure if she coined it) to not have access to all call center conversations when querying the internal database.

Information in text form is growing exponentially and you can expect voice conversations to grow even faster. Will corporations of the future archive and sift through all telephone conversations in a company?

Remote Support

February 27, 2006

Remote support is becoming a bigger part of contact centers and the support process in general. In more and more instances companies are using remote support tools to enable rapid resolution to problems.

In technical fields especially remote support solutions allow support representatives to take control of client computers in order to generate meaningful solutions to customer problems.

This Wednesday, TMC is proud to be working with Citrix on a webinar that should help you learn how you can use the latest remote support solutions to boost customer satisfaction.

Here is an e-mail that we recently sent out announcing this webinar to he world. I hope to see you there.

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As an industry professional, we wanted to let you know that a Complimentary Webinar will be occurring this Wednesday, March 1st at 11:00am PT (2:00pm EST). Please feel free to register for the event by the link given below.

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"Empowering Your People with the Remote-Support Competitive Edge"

Date: March 1st
Time: 11:00am PT (2:00pm EST)
Register here: http://www.tmcnet.com/webinar/citrix

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How can service and support professionals cut costs while significantly improving time to resolution and customer satisfaction?





















TMC News Snapshots

February 25, 2006

Here is a new service from TMCnet – News Snapshots™ that will allow you to have a single page to go to keep track of important companies and topics in communications and technology. Bill Gates even gets a page. A snapshot of Nortel for example allows you to keep track of news and articles about the company as well as a stock chart.

The service is in beta and we hope that it helps you keep track of the companies and topics you have interest in. Let us know if you have suggestions for improvement.





3COM
3GSM
Adobe Systems
Agere Systems
Alcatel
Apple
Aspect Software
AT&T
AudioCodes
Avaya
BellSouth
Bill Gates
Broadcom
Cablevision Systems
Cingular
Cisco Systems
Comcast
Convergys
Covad
Dell
Earthlink
EMC
Ericsson





















VoIP, Nortel, Blackberry and Google Analysis

February 25, 2006

You can learn a great deal about the VoIP and broader communications and technology markets if you just listen (or in this case read) carefully. For example this week saw the launch of a new VoIP service by the name of TalkDaddy. The company differentiates itself by charging an annual fee of $179 for residential service and $299 for business. While this is not the first company to try an annual VoIP pricing plan it certainly continues a disturbing trend of service providers competing on price and not quality or features.

VoIP and CRM Happenings

February 24, 2006

My youngest daughter woke up a few times last night meaning of course I got a late start which translates into blogging late. I have been scanning the net for a while and here are some of the stories that caught my eye.

Ditech Communications Voice Quality Assurance solution was recognized at 3GSM with a “Highly Commended” label. While this award must seem sweet to executives at Ditech it comes without the added calories of this next story involving Dannon Yocream Frozen Yogurt going with a CRM solution from Sage Software. "Our biggest gain from Sage CRM is the ability to share customer and prospect databases with all users," explained Brad Gaylor, information systems manager for Yocream International, Inc. "We were aiming to better manage leads and accomplish more sales growth, which is what we are seeing as a result of implementing Sage CRM."

Frozen yogurt became the “in thing” when I was in college and the University I went to was still using punch cards in some departments when I enrolled.



Call Center E-Learning

February 22, 2006

Here is an article I came across that talks about e-learning, call centers and service providers. I thought it was good and decided to pass it along. It will run in a future issue of Customer Interaction Solutions Magazine.

The issue of customer satisfaction is important and when you think of the Vonage IPO you realize that customer churn is a major factor in the success of going public, being sold or doing business in general.

As you may have read in my most recent Vonage blog, 11% of new Vonage customers come from referrals. Anything a service provider can do to increase customer satisfaction rates is important.



Oracle in SIP Market

February 18, 2006

I am pretty surprised by the news of Oracle entering the SIP market. 'The addition of Hot Sip's technology will allow Oracle to build on its leadership in middleware and in carrier-grade communications infrastructures,' said Thomas Kurian, senior vice president, Oracle Server Technologies.

Oracle is in just about every other business so why not VoIP and SIP. This is a big deal in my opinion and more importantly it signals that Oracle is serious about telephony. I have had 2 people drop hints in the last two weeks about Oracle looking into acquiring an open-source PBX company.

I don’t know if these hints were just me reading into casual comments or not but this announcement certainly sets the stage for more acquisitions by the software titan.

In the CRM market Oracle made a few acquisitions so I would not be surprised to see further M&A activity in VoIP as well.





Salesforce.com Downtime

February 9, 2006

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