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Rich Tehrani
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Call Center

Digital Transformation Gone Wrong: Did Macy's Fail?

October 19, 2017

Amazon will be moving into six floors at 300 Pine Street, a historic epicenter of Seattle retail, home to Macy’s. In fact, Amazon has committed to approximately 1.2 million square feet of new office space in Seattle recently.

Do you remember when Macy’s was Amazon?

There was a time when you could buy underwear, a stereo system, a bed, knives and forks and just about anything at Macy’s.

Spikko Brings Multiple Numbers and Recording to Mobile Phones

October 9, 2017


While there are a number of companies who can add phone numbers to mobile phones via VoIP, Spikko takes a different approach. The company allows a mobile device to have a single SIM and multiple local numbers with global call-recording added as one of its optional services. The company supports most countries but there are around 50 primary ones.

I spoke with company representative Ron Barak about the company's differentiators and he mentioned that they have their data center in the Amazon cloud in Ireland and from there they allow phones to work as local devices on multiple networks. They have negotiated great rates for customers - 2-3 cents per minute per call, $10/month for call recording and $5-$6 per number.


Why IoT Companies Will Soon be Chasing Lumavate

September 5, 2017

Few people have heard of Lumavate but at the conclusion of this post you'll be convinced that they likely point to the future of at least one segment of the IoT market.

Before we get into the company, lets delve into the company's latest news. Don Brown has led a $2 million dollar seed investment.

The reason this matters has to do with integration.

Dr. Don Brown is someone who gets a fraction of the press he deserves. If he lived in Silicon Valley, the tech media would worship him 24x7. Because his last company was located in Indiana, he flew somewhat under the radar of the general media while revolutionizing the way trillions of dollars were spent in the call center market.

I first met Don when he launched Interactive Intelligence around 1995.







Tunnel is the Professional way Call Centers Text Customers

September 4, 2017

WhatsApp revolutionized consumer texting. Slack did it for business. Tunnel wants to do it for call centers.





There is no shortage of vendors who will allow your call center to send text messages via an API.

StaffAlerter Provides Value in Emergency Notification and IoT

July 8, 2017

With terrorist attacks and other shooting incidents becoming commonplace, the need to quickly notify large groups of people regarding dangerous situations seems to have never been greater. While many of the solutions on the market are targeted at governments or large police departments, the emergency notification system on a budget market has been neglected.

Enter StaffAlerter, the infinitely flexible solution which combines the power of IoT-like sensors with IFTTT real-world flexibility. By this we mean that the system can be easily programmed to sense an emergency button being activated in the freezer and then proceed to unlock the freezer door.

New Flowroute Customer Onboarding Platform Lubricates CSP Porting

April 17, 2017



Smoothly and effectively onboarding new enterprises is one of the most significant operational challenges for cloud communications providers. Flowroute is aiming squarely at helping these companies deliver an excellent experience for companies migrating to their services.

In a recent meeting with Dan Nordale and Dave Rich, they told me they asked themselves, "Why is it so easy to get a gmail account but not so easy to get telecom configured for business?"

And thus the Flowroute mission was born.

The company helps its customers in the following ways:

  • Onboarding API: Through an Onboarding API, Flowroute helps communication service providers manage the lifecycle of customer onboarding, from order submission to completion.
  • Bulk port orders: Gives CSPs the ability to create and manage thousands of port orders at once through the its web-based application.
  • Real-time event updates: Provides end-users access to the entire onboarding journey, including real-time messages from Flowroute’s number and porting experts.
  • Number feature automation: Enables automated configuration of CNAM, E911, call routing and name assignments during onboarding.
  • Quality Control: Sends automated verifications to confirm phone number transition through NPAC, the National Portability Administration Center.
The most impactful statement made in the interview "90% of enterprises run their PBX inside a firewall." It will flip in five years. Meaning we ar going from UC to UCaaS.

And as enterprises move to the cloud, Flowroute is trying to take away the pain of delayed ports and minimize the exposure customers have to tech issues.

By automating and approving onboarding, they help carriers expand their product sets as they no longer need to focus as much on these areas.



















CounterPath Bria-X Delivers Cost-Effective UCaaS Solution

April 16, 2017

In the 1990s Novell had a lock on servers in the enterprise. There was no Linux but SCO UNIX and IBM's AIX were the closest thing we had. Microsoft owned the desktop and parlayed their desktop position to oust Novell and rule not only desktops but servers.

This is what I thought of when I met with Todd Carothers of CounterPath. The company pretty much dominates the SIP soft-client space on mobile devices. 



Now, as companies are moving to UCaaS, CounterPath sees an opportunity to parlay their strength in mobile software into a complete package.





CafeX Chime Shows How Communications Enables Digital Transformation

April 9, 2017

There is is a nonstop movement from traditional communications and UC players to add value to their applications and services. It reminds us a great deal of what is happening with communications service providers - they had been trying for years to add value to their connections so as not to be considered dumb pipes. The latest move in this direction is AT&T offering HBO free in some of its service packages.

In a recent meeting with Sajeel Hussain of CafeX - we got a glimpse of what the evolution of UC and collaboration could be. CafeX has a service called Chime (PDF)- not to be confused with the more recent Amazon Chime service by the same name - which by the way, spurred a lawsuit from CafeX.

Hussain describes it as business-focused, outcome-driven pervasive collaboration with customer engagement.



It's NEVER too Late to Start Digital Transformation

April 8, 2017

Is it ever too late for your company to start a digital transformation process? Let me answer that with another question. Are you ever too old to run a marathon? Interestingly, in 2011, a 100-year-old did run one and finish in over eight-hours.
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