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Call Center

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













Tier One Service Providers Worldwide

September 1, 2006

I have never seen so many registrations form Tier one service providers at any previous TMC event. This Internet Telephony Conference & Expo this October will have a massive showing of Tier 1 and smaller providers. In addition we are getting major decision makers – the technical people. We are still on track for about 9,000 total attendees which will be split – not exactly equally - between service provider, enterprise and reseller.

ITEXPO – Early Bird

August 28, 2006

Time is running out to take advantage of early-bird pricing for Internet Telephony Conference & Expo. A reminder to my blog readers that the time is now to save up to $1,000 on a registration. That, my friends is a whole bunch of iPods, SIP phones, infinity Asterisk servers (assuming you have the hardware ), and since we are heading into back-to-school season – that’ll buy you about two entry-level student-ready laptops.

I am really jazzed about this event because we have some of the best speakers we have ever had at our ITEXPO conferences and the breadth and depth of knowledge you will receive over the course of a few days is almost beyond explanation.

It should be noted that TMC has also partnered with other groups to make our already top-ranked conference program even better.

Remember finally that TMC remains the only conference company in IP communications to guarantee your conference registration.

By the way -- we have yet to have a single person take us up on this guarantee (even after thousands of conferees) and we are proud of this fact.

For your hard-earned conference dollars you should just say NO to Industry Per/Sales-spectives.

Here are some of the companies presenting in San Diego

8x8 Acme Packet Aculab Alcatel AT&T Audiocodes Avaya Baypackets
Broadsoft Cisco Systems Citel Covad Dash911 DecisionOne   Deloitte
Digium DiTech Networks Eicon Networks Envox Equinix Forum Communications Global IP Sound Global Touch IDC  In-Stat IntelliCom Analytics Inter-tel Iotum Iperia Iwatsu Jon Arnold & Associates Juniper Kayote Lucent Technologies Microsoft Mitel Motorola NEC Net2Phone Neustar NexTone NMS Nortel Paetec   Pingtel
Quintum RNKVoIP Samsung Sangoma Sentito Siemens Sonus Spectralink Stealth Communications Sun MicroSysytems SunRocket Switch & Data Talkswitch Telchemy The Eastern Management Group Tier1 Research Toshiba U4EA Unimax Verizon Vertical VoIP Inc. VoIP Shield Vox XO Communications Zultys

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Take a look at this list of conference tracks/workshops on the program:

Service Provider Solutions
Voice Peering Workshop
IMS Expo (Colocated event)
IPTV Evolution Workshop presented by FierceMarkets
Mobility Summit
WiFi Telephony Summit
Regulation
Conferencing and Collaboration
Large Enterprise Deployment Workshop
VoIP for SMB
Enterprise/Government Solutions
TMC University IP PBX Certification Courses
Call Center 2.0 (Colocated conference)
IP Communications Development
SIP Workshop
Open Source Summit
Asterisk Training
VoIP Security for Consumer/User

I hope to see you at the event October 10-13, 2006 at the San Diego Convention Center.









































ITEXPO – Unbelievable Sign-ups

August 28, 2006

Latest Communications Solutions

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