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Rich Tehrani
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Call Center

Mitel’s Next Generation Call Center

March 19, 2007

What will the call center of the future look like? I am not sure but I have seen some interesting Mitel product demos recently which may be the basis for some future call center applications in 2010 or beyond.   About seven years ago Sun came by TMC and was thrilled to show us their new smart card based terminals they thought would be a natural fit for call centers. Shortly thereafter Sun went silent and we at TMC didn’t hear much about these cards again. I haven’t seen them in any call centers over the years either.   Still, the concept of having a thin client for call center agents makes sense as there are no virus issues to deal with and no upgrades and new releases to add management time and cost to your call center solution.   When Mitel showed me their leading edge call center solution I was actually surprised to realize it is the same smart card I saw first about seven years ago.   It is called a Sun Ray Base Station and it accepts a smart card which authenticates the agent.


March 17, 2007

Cantata is a veritable conglomerate in the communications space. The company was formed a year ago through a combination of Excel Switching and Brooktrout Technology and has product lines for developers and service providers. The company is soon celebrating its one year birthday and company executives were kind enough to take a break from their birthday party planning and give me feedback on where the company is headed.   As the briefing went on I realized the company was onto something interesting. You see IMS is a complex architecture and no existing network can become fully 100% IMS-based overnight.

Microsoft Acquires Tellme?

March 14, 2007

On my way into work this morning I saw two things. An amazing sunrise and a flock of geese flying. As far as the sunrise goes, I tried desperately to get my phone to take a picture of it so I could share the beauty of it with my readers. By the time I set up the phone in camera mode the highway twisted and then when the sunrise was in range again a garbage truck blocked my view.

Dialogic & Aculab Focus on Growth

March 13, 2007

Please enjoy the April 2007 Publisher’s Outlook from IMS Magazine:   ---------   DSP Resource Board Vendors Expand Focus   The last few weeks has seen an explosive amount of news in technology and communications and trying to justice to it all in a single written piece is impossible. Still I saw many things this week worth pointing out and providing some analysis on the technologies that will ultimately comprise the world’s future IMS network. Instead of focusing on a random sampling I will set my sights more on a single phenomenon in this piece.   I would have to say the largest trend I have seen lately is that of development program and ecosystem growth. Ten years ago there were few choices for developers if they wanted to write applications for the communications space.

TMCnet Search

March 13, 2007

We are always trying to innovate here at TMC and recently we have been looking for a way to ensure TMCnet becomes even stickier than it currently is. Our goal is not only to be the primary destination for all things in the communications and technology space but also the same for communications and technology search.   At you will find a beta version of our newest initiative allowing anyone to search not only TMCnet’s massive archive of articles but others such as Network World and PC Magazine. We will continually fine tune this initiative to make it more valuable to you and hopefully it will become the first place you turn when you are searching in the communications/information technology space.   Please try it out for yourself and let me know what you think.

Huge News Coming From Plantronics

March 11, 2007

I recently met with Plantronics executives and they were basking in the glow of being market share leaders in the bluetooth space. They were very happy with this achievement and were further excited to tell me about how they see the future of communications.   I meet with many dozens of companies per month and you get a sense for when a company seems to be onto something big. Of course this is easiest to spot when they tell you flatly, “Rich, we are onto something big.”   I couldn’t get anything out of the tightlipped management about what to expect. I even hinted at the company moving upmarket to potentially compete with Polycom in the IP phone space.   I did not get positive feedback to this comment but instead I was told Polycom is a great partner.   In past meetings with headset vendors and market research questionnaires I have seen – headset vendors always ask me my opinion of adding more intelligence to the once dumb headset.   So as I am flying on a fairly crowded airplane I have time to ponder what I would do if my headset had a powerful processor.   I suppose the first thing I would do is add speech recognition.


March 9, 2007

Aculab Launches ApplianX Product Line   Aculab has just announced a new line of appliances and the product line is so different from any products previously supplied by the company I decided to ask some questions about the new ApplianX product line from Alan Pound, MD and CTO of Aculab. Here is the Q&A with Aculab about this exciting new initiative.   Aculab has been a strong player in boards and interfaces for some years, why the new product line?

The strategy behind ApplianX was set against the backdrop of a dramatically changing the market for hardware and software-based enabling technologies. A growing pool of solution providers are looking to take advantage of leading enabling technology but, for a number of reasons, do not wish to incur the associated development costs and time taken to integrate enabling technology or write C-based applications.

Explosive Small Business Communications Growth

March 8, 2007

Please enjoy my April 2007 Internet Telephony Magazine Publisher's Outlook. ----    You would have to be asleep to not realize how fast small business communications is growing. The reason? Small businesses didn’t have so many telecom choices a scant ten years ago. There was pretty much key systems and then some inexpensive PBXs came along thanks to AltiGen and other, similar players.   What is different now?

Voice Peering is Hot

March 8, 2007

At the Voice Peering Forum event here in sunny Miami Florida, the message is simple – voice peering is growing by leaps and bounds. Stealth Communications is the company who runs this event and attendees generally are people who have joined the Voice Peering Fabric (VPF) or who are thinking of joining.   Simply stated the VPF allows interconnection of voice calls and services. The founder of Stealth Communications is Shrihari Pandit and he kicked off the day’s meeting with his usual optimism which was backed up by staggering growth numbers.   For example the VPF carried 139 billion minutes last year and has seen 750% growth for the last three years.   In addition, Shrihari mentioned upgrades to the VPF such as the ability to utilize IPV6. Shrihari made a point to mention IPV6 is needed as the current addressing scheme IPv4 will run out of IP addresses in a few years.   In addition the VPF ENUM Registry will offer CNAM or Caller Name which will be a valuable service for CLECs or VoIP providers looking to match caller names with calls.

Dialogic Cruise

March 7, 2007

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