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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

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New Dell Call Center in India

March 18, 2005

According to a CNET Story the contact center, like two others Dell is already operating in India, will handle telephone calls from consumers in the United States and elsewhere around the world.

The new facility, located in Mohali near the Chandigarh metropolitan area in India's Punjab province, will have 300 Dell employees at first, company spokesman David Frink said.

The center is being opened to support Dell's huge growth of late. The company is now the world's largest PC maker over Hewlett-Packard. But Dell has experienced growing pains in the recent past, causing some customers to criticize its service and support.

The company's India operation has, at times, been at the center of those accusations by both consumers and businesses, with each sometimes complaining of lackluster service. Dell responded by taking measures such as rerouting some tech support calls from businesses to its U.S. support technicians.





Interactive Intelligence contact center presentation

March 17, 2005

Off To Dallas -- Almost

March 16, 2005

Workforce Management News

March 2, 2005

InVision Software, workforce management software specialists, sign Compeer -- Sweden's leading call centre provider

InVision Software has won a major contract with Compeer, one of Sweden's leading call centre provider. InVision has been selected to implement their Staff Planning System (SPS) for a workforce of five hundred Compeer agents. The InVision system will optimise staffing schedules across various departments within the company, including customer service, technical support and telemarketing. The Compeer call centres operate a demanding schedule, running a 24-hour service, 365 days a year.

Compeer has over 20 customers in different industries, including names such as ICA Bank, Boxer and Statoil.



Pay-Per-Call Ads

February 2, 2005

A fairly new idea called pay-per-call advertising takes pay-per-click to the next level. According to Investor’s Business Daily, a company called Ingenio has partnered with AOL to provide advertisers with pay-per-call ads. Whereas a pay-per-click ad on Google can be purchased for as little as a few cents, $2.00 is the entry level fee for call-in leads via Ingenio’s new service.

When I hear of things like this I laugh because I remember many of the dotcom trailblazers telling me back in the nineties that the contact center was history because of the birth of the web.

infoUSA Buys @Once

February 1, 2005

Vin Gupta, the Chairman and CEO of infoUSA has been on a tear lately as his company infoUSA grows and grows. Even during the post-bubble era, when times were tough, his company was marketing and promoting itself and has become a stronger and stronger provider of databases for the direct mail and e-mail marketing crowd. infoUSA's purchase of @Once gives infoUSA access to technology allowing for automated polling, rich media distribution, coupon services and more. @Once will be a good addition to infoUSA and as Vin says in the release, "We believe that the email marketing industry is extremely fragmented and ripe for consolidation, and we plan to acquire more companies in this industry.

3 Cent Voice Broadcast

January 27, 2005

I got to meet the people from Simple Telecom this past week at the Vonexus Connection Conference. Here is an interesting release from the company. The voice broacasting market seems like it is growing quickly or at least many companies are jumping into the space.

Release:

SimpleCast Blows Open Voice Broadcasting Market

Challenges competition with no minimums and three cent calls

Reno, NV – (January 28, 2005) – SimpleTelecom announced today the public availability of SimpleCast. SimpleCast delivers no-hassle, three cent voice broadcast calls to telemarketers, non-profits, political campaigns, and schools.

Lead Generation Specialist

January 22, 2005

I found a new title in my travels. The Lead Generation Manager or Specialist. I had never ever seen this title before in all my travels and interaction with companies. So it is interesting to see numerous companies coming to the conclusion that they need a new class of person to help generate new sales.

Emprix Improves Nortel's MPS 1000

January 18, 2005

Any product that keeps customers happy is a something worth investigating. In this case, Empirix has developed a product that monitors Nortel IVR systems and helps them become more efficient and keep customer service at it s peak.

 

EMPIRIX LAUNCHES NEW SOLUTION TO HELP COMPANIES MANAGE AND IMPROVE PERFORMANCE OF NORTEL NETWORKS MPS 1000

OneSight for Contact Centers now combines automated voice transaction monitoring with built-in knowledge of Nortel MPS environments to help organizations identify potential problems faster, and shorten mean-time-to-repair

BEDFORD, Mass. - Jan. 18, 2005 - Empirix® Inc., the leader in helping organizations strengthen customer loyalty through assured Web and voice application performance, today launched a new solution to help companies manage and improve the performance of Nortel Networks MPS 1000 interactive voice response (IVR) platforms.



From IVR Hell to Heaven

January 17, 2005

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