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

Amcat

July 17, 2006

Keep an eye on Amcat. I met with the company recently and they seem to really have passion to succeed in the contact center market. The company has been around for 15 years but new management is really evolving their strategy and will likely be achieving great growth gains.

The company has roots in the predictive dialing market and they have recently evolved into a feature-rich contact center play with focus on inbound and outbound. They recently came out with an IP-PBX and will soon have tight CRM integration (they currently integrate with other CRM solutions and they will soon sell their own).

Salesforce.com and Contactual

June 27, 2006

  Here is my High Priority columns from the July 2006 issue of Customer Interaction Solutions Magazine. Enjoy. I have to write my SIP Outlook in the next few hours so my blogging may be limited.

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Behold The Virtual Salesforce

I can tell you from personal experience that managing a sales force is one part art and one part science. Sales managers fulfill the simultaneous roles of parent, friend, confidante, coach and counselor.





A CNBC Morning

June 27, 2006

This morning on CNBC I woke up to talk about net neutrality and an analyst who said Google makes a good buy regardless of what happens with net neutrality. From net neutrality the program went on to Comcast customer service -- I think they might have been focusing on heavy machinery while I was in the shower -- it is tough to tell with the water running. Someone apparently videotaped a Comcast customer service representative sleeping on their couch while waiting an hour for the Comcast office to pick up the phone. This reminded me a of a Comcast customer service blog entry I made almost a year ago.

Katrina Help

June 26, 2006

There is a new call center set up to help those Louisiana residents affected by Katrina. This article summarizes all the ways people can get help.

Louisiana residents seeking to restore lives upset by Hurricanes Katrina and Rita can now call 1-877-LA-Rebuilds (1-877-527-3284). This toll free number, like the LouisianaRebuilds.info web portal connects Louisiana residents displaced by hurricanes and floods to reliable information about rebuilding efforts and available resources.

Call center operators are available 24 hours a day and can respond in several languages, including English, Spanish, Vietnamese, and several Chinese dialects.



Catching up

June 21, 2006

With all my travel lately I have been neglecting my blogging. I figured I would get right back into the swing of things with some links to interesting articles.

You hear me discuss building communities all the time. Well Electronic Arts has decided to purchase Mythic a company devoted to massively multi-player games. The trend towards community building continues to grow across industries and boundaries.

In an effort to increase internet security levels, eBay (I am a shareholder btw) and others have begun to urge Congress for better privacy laws.



Solid Cactus

June 19, 2006

Speaking in Minneapolis

June 16, 2006

Join me next week in Minneapolis for this seminar. I am totally revamping my presentation and it will be better than ever.

Minneapolis Marriott Southwest - Salon A-D
5801 Opus Parkway
Minnetonka, Minnesota 55343 USA
Directions:
Get directions from the Minneapolis Marriott Southwest.  
Agenda:
  Minneapolis, MN | Tuesday, June 20, 2006 8:00 –
8:30 am Registration & Complimentary Interactive Breakfast‌ Salon A-D 8:30 –
8:50 am Welcome and Introduction          Bob Denman, President, Avtex & Brit Vickner, Product Marketing Manager, Vonexus/ Interactive Intelligence 8:50 –
9:30 am Keynote - Industry Direction   Rich Tehrani, President of Technology Marketing Corporation (TMC®) 9:30 –
9:40 am A Look at Your Enterprise Brit Vickner, Product Marketing Manager 9:40 –
10:20 am The Effective Contact Center Tim Passios, Director, Product Marketing 10:20 –
10:30 am Break 10:30 –
11:10 am Customer Interaction Center® Live Demo Tim Passios, Director, Product Marketing 11:10 –
11:30 am Customer Testimonial – Minco                    Jim Tweedie, Minco & James Drury, Whiteforest Group 11:30 –
11:45 am Summary and Wrap-up                                 Brit Vickner, Product Marketing Manager 11:45 am – 12:30 pm Complimentary Lunch                                    Lake of Woods Ballroom  

 














Rich Tehrani in June 2006

June 13, 2006


The next few weeks will be rather busy for me. Tomorrow I will be at the Telx CBX event which focuses on VoIP peering among other topics. As you may recall I declared this the year of VoIP peering. I need to go to this conference and ensure I was right.

Oracle Buys Telephony@Work

June 13, 2006

After hearing rumors for many weeks this finally became reality. This purchase allows Oracle to get into the hosted contact center space and in addition it keeps Telephony@Work, a Siebel partner from falling into someone else’s (perhaps a competitor’s) hands.

Perhaps most importantly, Oracle will use this purchase to unify analytics, the ACD and CRM. As Oracle owns so much CRM market share this is a natural extension for them as they can now sell hosted call center solutions through all their channels (Siebel, JD Edwards, etc) as an integrated solution. There will be greater efficiencies afforded between those companies purchasing the Telephony@Work solution instead of a competitor as the integration will be greater across Oracle’s product lines.

Oracle’s customers will now be able to better optimize business processes though integrated software solutions allowing corporations to share data more effectively.
Financial details were not disclosed in the press release but sources tell me a significant amount of money changed hands.

This was a good move for Oracle.






Stories of Interest

June 8, 2006



Here are recent stories of interest. My favorite has to be Survey: IPods More Popular Than Beer followed by QUALCOMM's VoIP news and of course how often do I get to talk about JFK. The VoiceGenie news is old but the deal is closed and Google's spreadsheet news is analyzed in some detail.

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Texas to Install Border Web Cameras
Tandberg Television Helps Japan's On Demand TV Upgrade its Networks to MPEG 4
TECH BRIEFS: AOL security, Ad subbing tech, `Wii' defense, Hurricane phones, Chancellor vidcast
Cincom Synchrony Included in ScionASP's Hosting Services
JFK Papers, Photos to Be Put on Internet
Directing Traffic to Your Website: You Built It, But Will They Come?
Rivermine Launches Software Powered TEM Services Suite
Intel's Viiv Expanding beyond Entertainment
TIA Presses U.S. Government for Federal Funding for Basic Telecommunications Research
China: Internet Cos. Must Obey Its Laws
Allegiance Improves Internal Service Quality of Dri Eaz
Konica Minolta Improves Business Process with AirClic
Manx Telecom Gains BABT Approval with Cerillion Billing
Ascom VoWiFi Solution Deployed by Virginia Healthcare System
Glenayre Messaging Introduces VoiceSMS
Cisco's CEO to Take on Chairman Duties
Genpact to Open New Business Processing Center in the Philippines
QUALCOMM Demonstrates VoIP Mobility across Multiple Test Environments
Envox Ships Latest Incarnation
Cisco Introduces Intelligent Services Gateway at GlobalComm 2006
VoiceGenie Acquired By Genesys
RFID News for 8 June: Microsoft BizTalk RFID, Intermec, Alien, G2
Cisco Introduces Intelligent Services Gateway (ISG) at GlobalComm
Soffront Releases CRM V8.6 to Offer Enhanced Capabilities
Net Promoter Industry Report Reveals Customers' True Feelings
Kapow Picks Maximizer (Not, Ahem, Salesforce.com) for CRM
Avaya Builds on one X Family; Launches New IP Phones
Employees Increasingly Getting Canned for Abusing Company Email
Frost & Sullivan Report Predicts 800 Million Mobile Users in Asia by Year End
South Korea's SK Telecom Seeks Stake in China Unicom
CRM News for 8 June: Avectra, Herbert, LexisNexis, CIsco, GATI
Company Results Announced: eOn Communications, Comtech, ViryaNet
Pitney Bowes Picks A3 SmartClient for Europe
NetSuite Offers Canadians Tax Help
Beijing says Internet companies in China must abide by its laws
NTT DoCoMo to sell RIM's BlackBerry portable devices
Miami Man Arrested for Theft of VoIP Calls
Yahoo Touches Up Photo Sharing Service
Survey: IPods More Popular Than Beer
Spammer, Partners Agree to $10M Settlement
For $4,995, Hurricane Phone Available
ZTE Helps Skytel Build World's First Commercial CDMA2000 EV DO Rev.A Network
Google Takes on Desktop Application Market with Web Based Spreadsheets
Microsoft Plans Better Disclosures of Tool
German Chancellor Starts Video Podcast
Hurricane Phone Available for $4,995
Networks Battle Ad Subbing Technology



















































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