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CRM

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

Joe Staples Joins Interactive Intelligence

January 17, 2005

VoIP Your McOrder

January 15, 2005

It is amazing to see how much VoIP has helped call centers evolve into the IP contact center and further allows organizations to dramatically improve customer service while reducing cost. VoIP is to the contact center in this decade what the ACD was in the eighties and the predictive dialer was in the nineties. As IP contact center technology evolves, low tech industries we don't associate with VoIP start to catch on to the notion of using packet based technology to allow their business to improve while lowering overhead.

The drive through window is something we don't associate with high tech and worse yet many of us associate ordering from a drive through as a necessary evil.

Broadlook Finds You New Customers

January 11, 2005

I had a chance to talk with Dan Hughes of Broadlook about how their company has progressed since I wrote about them in Customer Interaction Solutions in June 2004. If you recall, the article was titled, Innovation Returns to CRM...

NEC Resells Contactual Hosted Contact Center in Austrralia and Beyond

January 7, 2005

Scoop! NEC has taken Contactual's software and is now hosting contact centers in Australia initially and then rolling out worldwide. NEC sees this as service replacing their low-end CPE environment or less than 50 or 100 seats. I spoke with...
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