Rich Tehrani : Communications and Technology Blog - Tehrani.com
Rich Tehrani
CEO
| Communications and Technology Blog - Latest news in IP communications, telecom, VoIP, call center & CRM space

Call Center

VoIP Planet on ITEXPO

October 19, 2006

Here is a great write up on Internet Telephony Conference & Expo from Mark Miller over at VoIP Planet. What I like about Mark’s piece is that it is a great overview of many of the events that took place during the event.

There was truly a tremendous amount of activity at the show and as Jon Arnold mentioned earlier, one person couldn’t do justice to it all. Still, great job Mark. Thanks for the coverage.

Here is an excerpt:

Quintuple play?
We’ve all heard of double and triple plays in baseball, but now a VoIP organization is pitching ways to better manage and bill for the quintuple play of IP-based services, including broadband, mobile, VoIP, IPTV, and Emerging Content. The Internet Protocol Detail Record Organization (IPDR) is a consortium of service providers, software and equipment manufactures, system integrators, and billing vendors that are collaborating to facilitate the exchange of usage and control data between networking and hosting elements.






$1.27 Billion in VoIP Support Services Revenue by 2010

October 19, 2006

A sign of a healthy market is one in which there is lots of money being made. IDC reports that the VoIP services market will be growing at a phenomenal rate. I was blown away to discover they predict VoIP equipment support services spending will reach $1.27 billion in 2010. this is a staggering number and one can imagine how much money will be spent on service and equipment based on the fact so much is being spent on the support services.

On a related note, here is an IP communications market research page that is a summary of research in the communications market.

The reason we put this page in place is to ensure we can track the reams of research news flowing across TMCnet on a regular basis.



Tim Moynihan at Envox

October 16, 2006

ITEXPO: Eli Bordow Speaks

October 12, 2006

The Self-Healing, Self Optimizing Call Center

Eli Borodow who was recently CEO of Telephony@Work -- now a part of Oracle -- did a great job speaking at the Call Center 2.0 Conference this morning and gave a riveting speech about how the call center of the future will be much more automated and flexible.

As you can imagine

Conference this morning and gave a riveting speech about how the call center of the future will be much more automated and flexible.As you can imagine, he touched on multi-tenancy (a core differentiator of Telephony@Work products) and went on to say that multi-tenancy is not only useful for service providers but also for many large customers who can take advantage of multi-tenancy to share infrastructure across sites and business units without sacrificing local autonomy and control over each group’s business processes.

Call Center 2.0 was the theme of this keynote, with a focus on tight integration with Oracle’s CRM offerings, unification of the disciplines of Customer Relationship Management and Customer Interaction Management, multi-tenancy and its benefits for corporate hosting (to service diverse internal business units on common infrastructure) and commercial hosting of IP contact center technology (through carrier-partners and Oracle itself), as well as the differentiated ability to adapt and change IP Contact Center ACD business processes in real-time via human inputs into Oracle’s unified Administration Manager tool (for their multi-channel ACD offerings). The goal of such adaptability is to achieve ongoing technology lifecycle renewal, increase efficiency and maximize customer satisfaction. Eli also alluded to the fact that real-time automated business process optimization is “call center 3.0” and that much of that is possible at Oracle today via Oracle’s Business Intelligence Suite, including its acquisition of Sigma Dynamics (a real-time analytics company that can enable real-time automated business process optimization for call centers on a custom basis based on a customized set of performance goals). Eli’s vision is that such technology will ultimately be packaged as a ‘productized’ and pre-integrated solution to empower ‘mass market’ mainstream call centers to get the most out of their Oracle ACD and CRM investments.

The point is we will soon see an increasing ability to automate call center optimization, with metrics that are driven by performance goals and the ability to make real-time adjustments to technology-driven business processes.





Open Source Communications and SIP come to Amazon.com

October 9, 2006

If you have any doubt about the future of open source communications consider it shattered as Amazon.com will soon be deploying 5,000 phones connected to the Pingtel ECS platform running on Linux. The relationship between Pingtel and Amazon.com started about a year ago with an initial deployment of Pingtel’s SIPxchange Enterprise Communications Solution (ECS) at Amazon’s headquarter in Seattle. This deployment replaced a legacy PBX system.

The question is why would Amazon switch out their existing PBX and the answer is the leading e-commerce site already runs about 20,000 Red Hat Linux servers so they are what you might say is comfortable with Linux to begin with. This install will add 3 more Linux servers to the mix.

As you might imagine as voice is mission-critical to Amazon they are running these Pingtel PBXs in a redundant manner with failover built in.



Get the Full IP Communications Experience

October 8, 2006

I can't help but feel like a proud parent as we get ready for this week's ITEXPO. The team I work with have absolutely outdone themselves and the scope of this event is beyond my imagination. To think this show started in 1999 at the Hotel Del Coronado a stones throw from the San Diego Convention Center -- it's current home.

As you get ready to come to ITEXPO this week there is one request I would like to make of you and that is this event has more content than any previous event in TMC history and it certainly has as much education as any event I have ever been to. The goal of this blog entry is not to brag but to ensure you are spending enough time in the sessions in the conference rooms and/or on the show floor.

My request is that you plan to have enough time to absorb everything -- the exhibits -- there are more exhibits at this show than ever before -- and all the sessions.



ITEXPO in San Diego Business Journal

October 7, 2006

Mike Allen does a great job with his article about Internet Telephony Conference & Expo – hopefully the first (whoops : third-- Mercator Capital was second and New Telephony was first!) of many this week about ITEXPO. I just can’t wait for the event to take place. I leave for the show soon and I am looking forward to seeing TMC’s first ever IMS Expo and Call Center 2.0 events which will be collocated this week at the San Diego Convention Center.

Here are some of the excerpts from the article:



Rich Tehrani, conference chairman, said he’s expecting about 9,000 attendees and 250 exhibitors, numbers that should make the event the largest in the industry this year.

Actually the number of exhibitors is closer to 200 than 250 but the show has grown in exhibitors very nicely from the previous events. This is most exhibitors this show has ever had!


“This event will focus on the move of communications to Internet protocol,” Tehrani added.




ITEXPO Preview on New Telephony

October 5, 2006


Here is a pre-show write-up on ITEXPO I just saw on New Telephony. Good stuff. In a pre-show meeting yesterday I was just blown away at how much content there is at this show. Certainly if you have been following the ITEXPO topic page of my blog you are keeping up with much of the activity.

Some of the areas worth noting are IMS, IPTV, triple-play, quintuple-play (by IPDR.org), VoIP peering, FMC, SIP trunking, call center 2.0, enterprise IP communications, how to make money reselling VoIP, etc.


Dialogic Back After 7 Years

October 4, 2006

This Dialogic will be about IP not TDM

If you have been in the telecom business for five years or more you know the large shadow cast over the industry by Dialogic. In the mid-nineties the computer telephony/CTI market was booming and Dialogic was the largest player in the space. Their partner programs were legendary and their ecosystem of loyal partners like Parity Software, Alliance Systems, Apex Voice, Executone, Pronexus Systems, Prima and others was the largest in the industry.

Dialogic’s competitors launched ecosystems of their own and NMS, Rhetorex and Brooktrout all competed ferociously to be the biggest and best DSP resource board vendor. Popular applications at the time were international callback, IVR, ACD, application generators and virtual receptionists like Wildfire.



Webinar News

October 3, 2006

There are a ton of things going on at TMC and one of the most exciting is our web seminar program where we educate decision-makers on some of the latest and most important topics in the world of IP communications and VoIP. One of my favorite webinars this year was actually a Web Summit on VoIP Peering with Jon Arnold. I am looking forward to catching up with Jon next week at ITEXPO. We will be working with Jon on more of these very soon.

Here is a list of web seminars I hope you get a chance to register for and attend.

Featured Events