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

CRM

SugarCRM Vs. vTiger

July 23, 2005

I was reading David Sims First Coffee column where he discusses SugarCRM and vTiger an offshoot of SugarCRM with some modifications and additional support. The article reminded me of a recent discussion last week I had with Mark Spencer of Digium and Asterisk at VoIP Sizzles in Texas.



Spencer was telling me that he thinks that there is a plug-in or one is in the works that will link SugarCRM with Asterisk. To paraphrase Mark, "That is when this stuff gets really interesting." Mark went on to say that the solutions n the contact center market are so expensive, a reseller can make a good deal of money selling customer contact center solutions based on open-source.



This opportunity is not lost on the open-source CRM vendors and according to Sims, there is some controversy between SugarCRM and vTiger as the latter claims the former sees them as a competitive threat and even threatened legal action. I am not a lawyer but it does seem based on the limited knowledge I have of this case that what vTiger is doing is legal based on an adapted version of the Mozilla public license.



In the open source PBX space there are two strong choices, Asterisk and Pingtel.

Voice Vision International

July 13, 2005


A long time friend of TMC has
recently changed jobs and I thought it worth sharing. Also within the release
is a mention of Keith Kelly, a pioneer in VoIP and IP contact center
technology. He was years ahead of his time when he launched NetSpeak
Corporation in the 1995-1996 timeframe:

After 14 years with West TeleServices, Ray Golden has
resigned his position with West Teleservices in
order to join up with Voice Vision
International
as Senior Vice President New Business Development for their
Teleservices division. Ray had originally started in the telemarketing business
with the West's at their first telemarketing operation, WATS Marketing of
America, where he stayed for 8 years before joining the West's again at West
Teleservices.

















Voice Vision TeleServices was founded on the core principle of providing better
cost-effective telephony and Internet communication solutions that utilize
state-of-the-art technology to increase profitability and reduce overhead for
all our clients.





Agent Performance

July 7, 2005

Aspect and Concerto Merge

July 5, 2005

Here are the details of the Concerto and Aspect merger. This is huge news for the contact center space and Concerto has been on a tear lately with acquisitions. SER is a company that competed extensively with Concerto and was relying on Aspect to partner on the inbound side, making SER more well-rounded. This merger certainly has the potential to put a wrench in the plans of SER.

Since Concerto became a private company a while back and they are doing the acquiring – Aspect too will become private.

India Cyber Crime

July 5, 2005

India will soon be toughening laws dealing with confidential information. This is a response to the recent problem in one call center where data was stolen by an employee. This article states that there seems to be no greater threat in India than any other country. While this may be true, it will be smart for India to promote what happens to those that steal data.

Leaky Web Sites

June 30, 2005

MSN Sender ID Starts Today

June 22, 2005

Concerto and Time Warner

June 22, 2005

Time Warner Cable is an interesting company in that they are decentralized to some degree in their management and autonomous regional groups decide how to manage their divisions. Having said that, the Charlotte, NC Division of the company has selected Concerto Software’s EnsemblePro for its inbound and outbound contact center implementations. They will utilize the software for outbound sales and collections.

As an enhancement to Concerto EnsemblePro, Time Warner Cable is also implementing, LYRICall , a scripting design tool that helps agents navigate through calls. LYRICall gives Time Warner agents real-time access to multiple data sources through a single view, enabling them to easily access the information they need to conduct successful customer interactions.

Siebel Slams Salesforce.com

June 21, 2005

Sometimes when you receive an e-mail, it is best to pass it along in you blog without much editing or rewriting. Such is the case with this e-mail from Siebel who basically blasted Salesforce.com in what I can say is perhaps the most strategic “dig” I have ever seen in this business. Even though Salesforce.com has had some significant customer wins recently, Siebel fought back in a way that doesn’t take Salesforce.com head on but instead it erodes their mindshare lead and creates a lot of doubt about using Salesforce.com in a large scale implementation where considerable customization is needed.

This single paragraph is perhapos the crux of the entire argument being made. I haven’t verified the facts but assume they are accurate (unless I hear otherwise – Salesforce – you reading??)

One of the primary reasons Siebel has been able to deliver innovative technology so rapidly is that we invested approximately $299 million in R&D last year -- 22% of our total revenues.



MasterCard Theft

June 18, 2005

In what seems like an epidemic of confidential data being compromised, MasterCard recently announced that 40 million -- yes a number with seen zeros as in 40,000,000 credit card files were put at risk when a computer at credit card processor Card Systems International was breached.

MasterCard said other personal data that might contribute to identity theft, like Social Security numbers and dates of birth, was not stored on its cards and therefore not at risk. And it said credit card holders would not be liable for any fraudulent charges to their accounts.

I believe that the government will come out with some very strict laws soon which will aim to reduce problems such as this from happening. It is unclear what can be done but I get the feeling the situation is coming to a boil. Recently a similar problem happened at CitiGroup, LexisNexis and ChoicePoint.

More on this story from the NY TIMES.





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