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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

Indian Call Center Fraud

April 9, 2005

In this New York Times article, something we have written about in Customer Interaction Solutions has finally happened. Customer records were acquired by some call center workers and this information was used to withdraw money from the accounts of unsuspecting customers. In this case the company in question is CitiBank who outsourced their work to India's Mphasis BPO.

Excerpts from the article:

Reacting to the news, a cyber law expert said the monitoring system in Indian companies needed to improve.

"This crime is a wake-up call," said Pavan Duggal, an advocate in India's Supreme Court. "There is an urgent need for far more due diligence in Indian outsourcing companies than is being currently done."
He said not all companies fully comply with the Indian Information Technology Act, which requires companies to introduce strict procedures for data protection.






The challenge companies have when outsourcing is how to assure the laws in other countries are on par with the US.



True Sound Lounge

April 2, 2005

I just visited what may be the future of web sites. I am still reeling from how incredible the experience has been. A site called True Sound Lounge is sponsored by Sennheiser the company that makes a variety of headphones from noise canceling to wireless and headsets that are aimed at call centers.

Sennheiser also makes high-end audio equipment and the site shows off the array of products the company offers in a slick manner that really appeals to the consumer – especially the younger crowd. I think these interactive characters will find their way into more consumer and finally corporate websites in the future.

It is obvious that you lose search engine optimization points with a non-text based approach such as this so I envision these sorts of characters and interactive rooms as additions to text sites or as alternative site to reach a market in a different way or with a slightly different spin.



Not So Dumb Terminal

March 30, 2005

The cyclical nature of the computer market is intriguing. When I first got my engineering degree from UCONN, the computer than most of the school was an IBM system 360-370 and we had to program on an OS called MVS and use dumb terminals. My memories are a bit cloudy – similar to how some repress pain or anguish. As I write this article I get that feeling you get when you have that dream – you know the one, where you are running to get to a final but haven’t been to class all semester so you don’t know where it is.

The only thing worse than how you feel when you wake up from such a dream is using an IBM mainframe in batch processing mode.

Customers Get Revenge on Call Centers

March 28, 2005

Gryphon Tackles Do-Not-Call

March 22, 2005

Gryphon Networks, announced today its integrated management platform called the Integrated Compliance and Contact Management Platform (ICCMP). The platform is designed to help customers achieve regulatory compliance, increase sales productivity, improve marketing effectiveness and tap into new markets, thereby creating a competitive advantage. In this case the regulatory compliance has to do with the do-not-call list.

"The ability to maintain compliance and at the same time fully leverage marketing and sales investments to most productively implement direct sales campaigns has proven to be an enormous challenge for most companies in an increasingly restrictive and complex regulatory environment," said Keith Fotta, CEO and president of Gryphon Networks. "What we offer is a unique value proposition encompassing a fully integrated modular and network-delivered platform solution suite that achieves both objectives, while enabling companies to fully saturate existing markets and tap into new markets, thereby creating a distinct competitive advantage."

Gryphon Networks' platform solution eliminates compliance risk and enables companies to replenish lost qualified prospects with patented, automatic preference management technology.



Veraz in Call Centers

March 22, 2005

Veraz announced it has a call center compression solution using VoIP. The solution is based on Veraz’s I-Gate 4000 family of media gateways that can compress at ratios up to 12 to 1 for voice, enabling major savings in bandwidth costs while maintaining high toll-quality voice expected by multi-national corporations. Moreover, internal redundancy features guarantees the continuation of voice calls, fax and modem traffic under any network or system failure offering with five-nines system availability demanded from carrier-grade systems. Finally, the in-band management of the multi-site I-Gate 4000 gateways from a centralized site allows for significant savings on operational costs.

Why this is important? Veraz is company that also focuses on service providers.

Self-Service For Cable

March 21, 2005

Self-Service For Cable

Here is some news on the back-end of VoIP or the service side. Conversagent, (www.conversagent.com) a provider of conversational customer service software, has launched "AskTWC" with Time Warner Cable. Combined with current client Comcast, this gives Conversagent the top two US cable company customer self-service solutions.

Some highlights include:



  • Customers ask questions in their own words and get immediate, direct answers, not pages of search results or answers to FAQ questions
  • Available to customers 24x7
  • Serve a virtually infinite number of customers at once

This online self-service option will become available over the coming months to cable, high-speed Internet and digital phone customers.

Envision Launches Business Consulting Group

March 21, 2005

Palavon Hosted VoIP and CRM

March 18, 2005

Daffodil CRM

March 18, 2005

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