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Rich Tehrani
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Call Center

UC For the Trading Floor

June 7, 2007

Oracle

June 6, 2007

The Oracle machine seems to keep rolling along day after day, week after week. Not only does the company continue to acquire best of breed companies and add them to their product/service offering they are also busy spending time educating the masses on a number of topics.   I recently came across some informative white papers from Oracle on a variety of topics.   TMCnet’s Stefania Viscusi wrote an article recently about Transforming IT which focuses on an Oracle white paper of a similar name. The white paper takes the readers through convergence, good governance and focuses a good deal on hosted services. Here is the Oracle white paper if you want to learn more.   Another article by Stefania details CRM/call center on-demand  solutions and features a case study on how hosted call center services helped an SMB provide better service in their virtual call center.   According to Stefania, “With the solution, not only were they able to better manage incoming call requests and better answer to caller needs, they were also able to allow agents to work from home.

Unified Communications for the Trading Floor

June 4, 2007

  Please join me as I will be participating as a speaker at the following event fairly soon:   Unified Communications for the Trading Floor Roundtable Location & timing:     * New York City * Monday, June 18th, 5.30 – 8.30pm * The Audi Forum, 250 Park Avenue at 47th Street, near Grand Central Station (Audi’s corporate flagship location— very high tech, with latest line of high performance cars on display)   Agenda:
  • 5.30pm - 6pm Welcome cocktails
  • 6.00pm – 7.00pm Roundtable discussion
  • 7.00pm - 8:30pm Closing reception (cocktails and canapés)
    Panelists:
  • Saul Rozinsky, VP Network Engineering, Lehman Brothers
  • Jason Scott, VP CIB Technology, Wachovia CIB Capital Markets
  • Michael Payne, Business Development Manager, Financial Services, Cisco
  • Tony Kleckner, Director & Practice Leader for Financial Services, Avaya
  • Ed McDonnell, SVP Sales, IM Trader/Pivor Solutions
  Theme & Discussion Topics Unified Communications: Communications integrated to optimize business processes on the trading floor   Basic description:   Today's organizations must contend with increasingly complex communications environments featuring a wide array of communications methods. Employees, business partners, and customers communicate with one another through infinite combinations of wired, wireless, and mobile phones; voice messaging; e-mail; fax; mobile clients; and rich-media conferencing. Too often, however, these tools are not used as effectively as they could be. The result is information overload, lack of agility, and misdirected communications that delay decisions, slow down processes, drive customers away, and reduce productivity.

Ken Camp

June 4, 2007

Communications Optimism

June 1, 2007

Thank You Google

May 26, 2007

It has been months since Google somehow started to omit TMCnet blogs from their BlogSearch service. Since the service is so popular we wanted to find out we were delisted and se if there was a technical problem.   After months of writing to Google to ask what the problem was, Tom Keating wrote a blog entry titled Google Blog Search Sucks where he mentioned he loves Google but the BlogSearch service leaves much to be desired. His concerns centered around MFA (made for Adsense) sites being listed and other non-blog sites such as EE Times and even a Wiki.   Thankfully the blog entry caught the attention of Google and an engineer responded a few days later to tell us there was a bug in their system and they have fixed the bug and TMCnet blogs are now listed.   Interestingly, my blog hasn’t been showing up on Technorati for about a year and we don’t know the reason. We have sent many e-mails to Technorati and there seems to be no way to solve the problem.   Similarly we have been trying to get TMCnet news added to Yahoo! News and normal channels haven’t worked.   A very important point Tom makes is that the dotcoms have horrendous customer service.

CommPartners Update

May 22, 2007

It has been a few years since I wrote about CommPartners and I am surprised at how much their business has transformed. The company is one of the few CLECs who seem to have figured out a business model that works.   CommPartners is a CLEC focusing on business customers and the company also sells access to their network on a wholesale basis. They have some impressive customers and as is all too frequently the case I can't share the list with you due to confidentiality agreements. Suffice it to say it is a group of carrier’s carriers and consumer VoIP providers you may even be using at home.   In a conversation recently with David Clark the CEO and Co-Founder of the company and Mark Peterson the VP of Sales & Marketing I got a chance to get up to speed on what the company is up to lately.   A few years back as the company built out their network they realized the future was in providing applications but they knew the market was not quite there yet.

Aculab Supports PCI Express

May 15, 2007

Some developer news of note is Aculab’s move to have the Prosody X DSP resource board support the PCI Express bus. This is not unexpected of course as this new bus is becoming more popular. Announced here in Santa Clara at TMC’s Communications Developer Conference there is also a promotional package being introduced which the company tells me consists of the following:   Product – Two Prosody X PCIe media processing cards, each supporting 300 voice channels and 2 E1/T1 trunks, with CSS/CAS/SS7 protocols.
Training – One delegate placement on a one day training course ‘Implementing VoIP applications with Prosody X’.  Courses will be onsite in Aculab’s offices in Milton Keynes, UK and Needham, USA.
Technical consultancy – Benefit from an Aculab consultant spending a day onsite in your office – sharing expertise on structuring solution architectures based on Prosody X and helping with the actual application development and testing.
Technical support – Free and unlimited access to Aculab’s technical support.

Functionality – Access to Aculab’s complete portfolio of media processing and signaling software, including SIP, H.323 and SS7, with an unrestricted number of channels.
Software updates – Free future software updates, including the planned roadmap functionality for IP and 3G mobile video support, wideband voice codecs, etc.   So the news here is a bit about the new bus support but perhaps most importantly the development package meant to sweeten the pot.





Asterisk Fuels Speech Technologies

May 11, 2007

If open-source telephony is going mainstream as I recently wrote about, then the subsets of open-source telephony are also booming. For example, speech recognition in the open-source world is becoming more and more important. Case in point, a company called LumenVox has been working closely with Digium to provide speech recognition to Asterisk users.   Using a speech API (in the world of Asterisk it is called an AGI or Asterisk Gateway Implementation) Asterisk users can now have access to LumenVox speech technology. In addition, Asterisk developers can use the familiar Asterisk Dial Plan environment for programming.

Skype for Salesforce

May 9, 2007

One of the stories which caught my eyes recently was Skype and Salesforce.com coming together to launch Skype for Salesforce. In the article there is a discussion of more and more call centers looking for ways to integrate Skype into their centers allowing any Skype user to seamlessly call in.   This story shows the growing need for companies to evaluate Skype compatibility in the products and services they purchase. There are certain segments of the market where this makes more sense than others.   In other words if your call center has wealthy American customers, Skype support may not be so important. If you have young international customers however, Skype support makes sense.   Is a Skype a must in your call center?
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