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Rich Tehrani
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Call Center

Purple Heart Alpha 911 Keynote

January 12, 2007

I just finished up my keynote presentation for the Alpha 911 class of the Purple Heart Foundation and got a chance to thank the disable veterans of this country for all they have done to keep America safe and Secure. I felt very humbled by the opportunity to speak to such a distinguished group of people.   I spoke a bit about the how the call center market has evolved over the years and how TMC launched the first magazine in the world about call centers in 1982. I also mentioned how TMC launched the first publication on VoIP in 1997.   I explained how these veterans are on the front lines of customer contact and in today’s day and age the call center agent is many times the only person you can speak with at a company.   I mentioned how these people will grease the wheels of international commerce for years to come.   Ken told me some of the family members of people who lost their lives on 9/11 at the Pentagon were on the web conference. Also in attendance was the Deputy Chairman of the Joint Chiefs of Staff.

First ITEXPO East ’07 News

January 11, 2007

Florida is on Sale for ITEXPO!

January 8, 2007

  It is not too late to book your flights to ITEXPO   I just went to Expedia and checked the airfares for the upcoming Internet Telephony Conference & Expo coming up in a few weeks. Boy was I surprised. I have never seen such low fares just two weeks from any show. And this is with no Saturday night stay requirement.

Who is CRM Player Infor?

January 8, 2007

I didn’t think it was possible to have a 2 billion dollar company in the software market that I didn’t know about but Infor is such a company focusing on enterprise applications such as CRM and more. The company competes with the likes of SAP and Oracle and has grown revenue by 300% in the past year. Infor has had a string of acquisitions as of late and the result is a company with 70,000 application customers. I decided it would make sense to have an interview with the company’s Global Director, CRM Product Marketing Patric Timmermans so we could all get a better Idea about who the company is and where they are going.   1) Before we discuss CRM, who is Infor and what are you doing different in the market? Infor recognizes there has been a large gap in the enterprise software market.

Mitel

January 7, 2007

By now it is no secret I spent some time in Canada recently and met with a number of companies in the Terry Matthews family. One of these companies is Mitel and over the decades this company has proven to be far ahead of the technology curve. They haven’t been the marketing leader mind you but they always focused on technology and innovation and this allowed them to do well throughout a telecom market having its share of ups and downs.   In the early 1990s I remember Mitel at shows like ICA and TCA in places like San Diego, California exhibiting converged solutions integrating the PC and the phone system. Mitel has always been innovating.

VoIP Changes the Lives of Disabled Veterans

January 5, 2007

Many people know how VoIP has changed lives and how it has allowed communications to take place among people who previously could not afford to communicate. Voice over IP is obviously disruptive but at the same time it has changed the world in many ways. We know about cost savings and how service provider business models have evolved over the years but we have not seen enough media attention on how VoIP is changing lives by enabling people who could not previously be employed to finally get jobs.   There are hundreds of thousands of disabled veterans in the world and in these distinguished American citizens are often unable to contribute to the workforce because they aren’t able to commute to a job.   In May of last year I wrote about how call centers are changing lives and specifically about the excellent work Ken Smith is doing as Program Manager at the Military Order of the Purple Heart (MOPH).   Here is a refresher from the above article:   In November of 2005, the Military Order of the Purple Heart Service Foundation or MOPHSF started its first class of 15 disabled, combat wounded veterans in an online call center training program called Veterans Business Training Center or VBTC.

This training was 15-weeks, 600-hours long and focused on the Five9 dialing platform. As it turns out, Five9 gave this agency very favorable rates for their service and they should be commended for doing so.

The foundation allowed the trainees to use this platform to call prospect donors on behalf of the foundation to solicit contributions in the state of Virginia.



Channels

January 4, 2007

One of the fastest growing areas of TMCnet is the channels program which are micro-communities of interest. These channels focus on so many topics I can’t list them all but a few of the more recent ones are here for your perusal. The span virtually every area of communications and they are to me the future of the internet. Why?

Call Recording

January 3, 2007

I recently noticed the new VoIP call recording channel on TMCnet and thought it was worth checking out as VoIP call recording is becoming a fast growing area? Why? Well call centers need to record as many calls as feasible to protect themselves and also to ensure they comply with myriad regulations.   In addition – and speaking of myriad regulations – Sox regulations are quite onerous and public and private companies need to consider recording all calls to comply with various state and federal laws.   This channel will be a good resource for call recording in the world of IP communications and as I perused it just now I learned In-Stat says 7.9% of US households use a VoIP service. Pretty amazing.

TMCnet Redesign

January 3, 2007

Today is a pretty big day for me personally. As you know, TMCnet is the world’s leading site for communications and technology information, community building, etc. In fact this past December 2006 saw our traffic reach just under 2 million unique visitors. Our previous record was just over one million.   This is a number unheard of in the competitive space in which we play and we are proud of this fact.   So while our site is not only successful it continues to shine, we knew it also was a busy site.

Sir Terry Matthews

January 3, 2007

Terry Matthews is a living legend in communications and I suppose the only person I will get to meet with a “Sir” in front of their name. For years many people have told me I must meet Terry and for one reason or another we just never connected. Over the years Terry has started 66 companies and only 3 have been unsuccessful meaning they were subsequently rolled back into other companies in the “Matthews family.”.   We often hear of serial entrepreneurs but what separates Terry from virtually all others is his staggering success rate. He not only starts companies at a rapid pace he starts companies that succeed.
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