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

Call Center

SPEECHPRO's Multifactor Biometric Engine Doubles Reliability

September 12, 2013



Now that Apple has decided to jump into the biometrics space with Touch ID, we can expect the idea of finger, face and speech recognition to gain more traction. When it comes to biometrics there are different approaches which companies can take to ensure only specific people have access to computers and information. In Apple’s case the company is looking to make it easier to keep your phone secure. The single finger touch is all that is required to get into many of secrets located on your phone.



The challenge is as I blogged yesterday – a sleeping person can inadvertently divulge all their secrets to other people without realizing it.





Pipeliner Aims to be the next big thing in CRM

September 11, 2013

When TMC’s Customer Magazine started covering the contact management space in 1982 there were precious few choices of technology to use – typically, most companies used index cards to manage their contacts. Shortly thereafter Salemaker became a wildly popular program which ran on PCs when floppy disks were the way to install software. Then Telemagic came onto the scene and took the world by storm. From the outside, much ofthe company seemed like it was run like a pack on mongooses – or is it mongeese?

MightyHive Achieves Contact Center and Web Ad Integration

August 12, 2013

The contact center is a billion dollar channel but has yet to exploit its true potential. Contact center data can now drive demand through another channel, online. To drive brand and business equity today, marketers must leverage consumer insights to create seamless experiences across channels where each interaction, regardless of channel, is relevant and consistent to lead consumers along the path to purchase.

In the late nineties it was fashionable to say the web would kill the contact center as people would no longer need to speak on the phone when purchasing.

Yealink SIP T-38G Review

June 17, 2013



The Yealink SIP T-38G Gigabit color LCD PoE IP phone is another impressive IP phone following in the steps of the Yealink T-28P that Tom Keating reviewed in 2010. Tom liked the 4-way arrow navigation keypad, which continues on the T-38G, making navigating on the color screen a breeze. The T-38P also features a very similar web admin page as the T-28P and like Tom I had no trouble adding the SIP credentials, configuring the NTP server, adding speed dials, and other various configuration options.

While referencing Tom's T-28P review for comparison to the T-38G, Tom has this noteworthy comment:
The web interface displays a message when the phone is registered so you know immediately if you put the SIP credentials in correctly. I have to say, I really loved how every change I made DOES NOT require a reboot.




A Billion WebRTC Endpoints Force Voice and Data Players to Adapt or Die

June 5, 2013


From an evolutionary standpoint regardless of whether we talk about nature or business, adaptation is a key to success in changing environments. During the industrial revolution in London a species of moth with a white color blended in with the bark of the local trees until soot from the nearby factories turned the trees black. Some darker moths were now camouflaged in the dark trees and eventually the species adapted and became black. When air quality improved, the moths over successive generations changed color again.

SysAid's Lifshitz: The Cloud Will Dominate ITSM Market

May 16, 2013

Cloud computing has really become a household word with mainstream media outlets running stories on television about the growth in the space as recently as today. In the tech world, we are no stranger to this move as it has been taking place steadily for over a decade but with an extremely accelerated pace these last few years. The IT service management market is no exception and one vendor in the space, SysAid has made an aggressive prediction about the intersection of cloud and ITSM.

SysAid’s Founder and Chairman, Israel Lifshitz says his company is leading the push to cloud-based ITSM with over 1,000 customers using their solution as a service.

How a Call Center Translation Service Went Mainstream

April 24, 2013

Virtually everything in our lives has gotten more expensive over the years such as housing, cars, postage stamps, food and energy and yet telecommunications and broadband service costs continue to plummet. This state of affairs is in-part due to Moore’s Law and a side benefit of the declining connectivity costs has been bringing the world closer together. In the nineties you could bankrupt yourself quite easily if you direct-dialed from one country to another yet today IP communications has lowered the price of such calls to zero or a few pennies a minute depending on your location and device.

In 1982 a company called LanguageLine Solutions was founded to focus on helping translate conversations via telephone and since then, the company has grown to 6,000 interpreters who speak 98.6% of the 6,809 languages spoken in the world today.

Interactive Intelligence Explores Small Call Center Roots

March 18, 2013

Interactive Intelligence is an example of a disruptor which went mainstream and in the process changed the way contact centers operated. Soon after launching in the mid-nineties the company would attract huge crowds to its booths at trade shows as it showed off all-in-one solutions which combined the dialer, ACD, PBX and more into a complete solution which operated seamlessly together. The company was first to espouse the concept and is responsible for getting the competition to emulate them.

In a recent meeting with Joe Staples, CMO and Senior VP of Marketing he told me the company has successfully acted upon its growth strategy from 2006 which was designed to increase its sales to large companies such as Rolex, BMW, Crutchfield, Sony Honda and many others.

NICE Systems at MWC2013

February 28, 2013

At Mobile World Congress 2013 in Barcelona NICE had a very compelling story regarding its multiple product lines which are generally analytics, security, financial and the contact center. In a conversation with Yaniv Zukerman and Eyal Kirshner I learned the company will be focusing more on its multi-channel analytics solutions across its product lines. Moreover, we will see more cloud solutions from them as well - including in the anti-fraud space. This technology will be rolled out across product lines - and used to allow for CFPB compliance.

ITEXPO Miami 2013 and Startup Camp7, Waiting for Sculley

January 31, 2013

It's the second day of ITEXPO - I am at StartUp Camp7 listening to startups pitch the audience and panel on why their applications are the best. The founder of ProtegGO is speaking right now - he seems to have the audience interested. The idea behind the app is tthat a few minutes can save lives in an emergency. the app alerts 15 people in the event of an emergency.

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