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


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.


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

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.


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:

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


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.


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.


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

Date: March 1st
Time: 11:00am PT (2:00pm EST)
Register here:


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.

Adobe Systems
Agere Systems
Aspect Software
Bill Gates
Cablevision Systems
Cisco Systems

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.

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