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

Bandtel

September 25, 2006

Out of the many areas in the IP communications space worth watching, I think SIP trunking (see TMCnet's SIP Week in Review for lots more info on the SIP trunking market) is among the more interesting. I say this because for as long as PBXs have been around so have hardware-based PBX interfaces.

SIP has changed this (subscribe free to SIP Magazine to learn more) and now telephony has a lot less proprietary hardware and a lot more flexibility. Ironically as so many IP-based call centers and IP-PBXs are being sold worldwide, they aren't all connecting to SIP trunks -- they still use the PSTN. By some accounts less than half of IP PBXs are connected to SIP trunks.

So the benefits of putting voice over IP are only partially taken advantage of.



Lower Broadband Customer Service Costs

September 19, 2006

Sorry for the self-promotion here but I haven't had a chance to share this with you --the news of a webinar teaching service providers how to lower the costs of broadband customer service. It takes place tomorrow so feel free to forward I to colleagues now so they don't miss it.

Rolling out new technology to your customers is great but you need to make sure that if you are deploying new triple play services you are aren't taking a bath on support costs.

As the complexity of services increases so does support cost. This webinar will help you lower your costs over time by planning early. Enjoy.

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Keeping a Lid on Broadband Customer Service Costs

Date: Sept. 20th (tomorrow)
Time: 11:00am PDT (2:00pm EDT)
Register

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Customer support costs can balloon quickly when rolling out new broadband services.














ITEXPO Attendance Update

September 12, 2006


I had a chance to look at the attendees from the last 2 days who signed up for ITEXPO and remain amazed at the global reach of this event. As you know TMC has a global reach with a North American trade show strategy meaning we believe in having large US-based shows ad inviting the most important decision makers from around the world to come join us.

The strategy has been extremely successful and – surprise!! – it turns out the international market likesto come to venues like San Diego and Florida :-)

Here are the countries represented in the registration database from just today and yesterday:
Germany
Philippines
USA – Obviously but didn’t want to leave it out
Taiwan
Canada
France
Korea
Trinidad and Tobago
Brazil


Here are some of the titles:
Network operations Manager
Chief Strategy Officer
Dir IMS Solutions
Chief Architect
Senior Applications Manager
CTO
Network Specialist

Hope to see you next month in San Diego at ITEXPO: October 10-13th.





























Speaking at ITEXPO Ft. Lauderdale 2007

September 11, 2006

Alcatel and Lucent Approve Merger

September 7, 2006

The Alcatel and Lucent merger was just approved despite rumors to the contrary. The price -- 10.8 billion dollars.

"As we have said from the start, the primary driver of this combination is to create long-term value for shareowners, customers, and employees," said Lucent Technologies Chairman and CEO Patricia Russo. "Today we received approval for the merger from Lucent's shareowners, and as a result, we are another step closer to creating the first truly global communications solutions provider with the broadest wireless, wireline and services portfolio in the industry."

Alcatel and Lucent expect to complete their merger transaction by the end of calendar year 2006, within the six- to 12-month timeframe originally announced on April 2. The companies have already cleared several key regulatory and antitrust milestones, including antitrust clearance in the United States and the European Union.



Nortel’s Future

September 7, 2006

With the rumblings in the market and out Alcatel and Lucent possibly calling things off, it might be a good time to look to Canada and see how Nortel is doing and what they plan for their future. I just came across this great article on the future of Nortel. The company believes Next-Generation Mobility, Enterprise Transformation and Services & Solutions will be the heart of the new Nortel.

Here is my take on the news.

Mobility

A super-hot area – productivity will skyrocket as mobility gets better. There is lots of money to be made in this space and it will become more competitive as smartphone makers including Blackberry, wireless carriers and Microsoft (who could be in the smartphone category but are so large they deserve their own) all jockey for leadership position.



Catch me in LA

September 3, 2006

TMC in Stamford Advocate

September 3, 2006

TMC was featured on the front page of the business section of the Stamford Advocate newspaper today. It was also in the Hartford Courant (at least online – I am not sure if it made the printed version on Sunday) The article was great and we are humbled by the nice coverage of TMC. One thing I am glad the piece focused on is how much we value our team and what they have helped build. It has been a wild ride and the last 7 years have been so exciting – from ideal telecom times to rough ones and then massive growth once again.

SalesForce.com Meet Google AdWords

September 3, 2006

Please enjoy my September, 2006 High Priority column from Customer Interaction Solutions Magazine. It was a real rush meeting Marc. As you may recall I blogged about meeting Marc Benioff a few days back.

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Over the years, I have had many terrific opportunities to interview Marc Benioff of Salesforce.com, and write about both him and the company he leads. So it's funny though not unusual in these days of 24-7 digital media that I had never met him in person. This fact surprised not only me, but many individuals at Salesforce.com.



Call Center Training

September 1, 2006


The field for call center training is expanding rapidly - perhaps because there are so many new call center agents being hired on a daily basis. It is staggering that even in the US the pace of call center growth is brisk. As these agents are hired, call center training becomes a more important issue as some call centers have had turnover rates in the hundreds of percent range.

This subject came up recently as I was discussing Call center training with a coworker who told me Ulysses Learning wants to be known as the call center training company.

Certainly there are many companies looking to be leaders in call center training and with thousands of new agents being hired each day there is lots of opportunity out there. Hopefully companies like Ulysses are targeting Dell and other companies who are getting slammed for hiring untrained call center agents.

One can only hope companies take call center agent training more seriously as the world becomes more competitive and people like Lou Dobbs begin to berate companies who not only use overseas agents but who take a customer service hit for doing so.

See also:

Dell: More, Not Better, Call Centers The Answer!
The CRM Week In Review
Dell Call Center Deja Vu
Sales slump prompts Dell to rethink strategy













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