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

Interop News and Information Technology Site on TMCnet

April 20, 2010



As I head to the Cloud Expo show today I thought it made sense to make sure my readers are aware of two important TMC sites which you may want to bookmark to stay current with important news of the day. The first is our InfoTech Spotlight site which will keep you up to date on the world of information technology. An easy way to remember the url is just to use the initials IT instead of WWW in the TMCnet domain name or it.tmcnet.com.

 


Another important one is our Interop news site which has a domain name which is not as easy to memorize so you can just search for it or bookmark the link. I hope you find them both useful.



Odin Telesystems Update

April 14, 2010

It has been a while since I met with executives from Odin Telesystems but it all came back to me when I sat down a week ago with company

President & CEO Hanz Johansson to discuss his company's DSP resource solutions which can act as gateways, transcoding devices and PBX building-blocks when coupled with the right software like Asterisk.

I first met the company at a trade show in New York in the mid-nineties and followed up later that year by going to the company's Texas HQ to learn about how they play in the space. At the time, Odin was a relatively new entrant into the US and they were going up against high-flying Dialogic, NMS and Brooktrout - three companies who have been subsequently merged with a bunch more companies added in such as Snowshore, Excel etc.

VanillaSoft: Social Media Important in Sales but Watch Time Waste

April 13, 2010

I recently sat down with Ken Murray - President & CEO VanillaSoft to discuss his views on social networking, prospecting and making more sales. His company sells a solution which helps companies manage leads more effectively by providing an autodialer, next best call logic and a real-time dashboard The company's CRM system provides inline document management, call scripting and a preview and progressive dialer. The latter provides greater productivity increases but decreases how much the agent knows about the client before making the call.

Ken Murray - President & CEO VanillaSoft discusses how sales and marketing has evolved from outside sales to inside sales and more recently social media-based selling/lead generation

 

Other features include call recording but what was more interesting to me were comments Murray made about social media.

Nimble Will Rock Your Social CRM World

April 12, 2010

When it comes to CRM, Jon Ferrara may be one of the most important people you don't know. If we go back a bit to the mid-eighties the call center/CRM market was dominated by a company called Brock Control Systems. Brock wrote and relational database/4GL driven software system which ran in UNIX systems (for you kids out there - UNIX was what we used before Linux - when you had to pay for the OS and it was under the control of companies like SCO). The downside to Brock's software was the lack of a GUI and as Moore's Law continued to transform the computing industry, the PC not the minicomputer became the new battleground for CRM software.

Epygi Adds PBX Features, Moves Upmarket

April 12, 2010

One certainty in the world is that feature wars often get fought in the battle to win the most customers. If you don't beleive me, think of how few features your car had 15 years ago compared to today. In speaking with Warren Sonnen - Director, Product Management at Epygi, he tells me some other vendors are using features instead of quality to win over customers. His company's mission (and he has chosen to accept it) is to provide quality and features in one package.

Varaha Extends FMC to NEC UNIVERGE

April 11, 2010

As mobility becomes a larger part of boosting productivity and satisfying the desires of companies to keep workers connected, NEC has partnered with FMC company Varaha to add value to its solutions. NEC has always been a solid tech company but they have decreasing mindshare in the enterprise/SMB market according to VARs and corporate buyers I encounter. They certainly aren't alone in this regard but to counter a lack of mindshare they have done a very good job of making aggressive acquisitions and relationships over the years. Sphere and Active Voice /AVST come immediately to mind.

Communications and Tech Trends From Dallas

April 9, 2010

I am back from Dallas, TX where I met with dozens of communications and tech companies and I gained a great deal of insight on industry hotspots as well as where the speed bumps are.

Open Source

Based on the resellers I spoke with, the move to open source continues with more of the agent community and interconnects 2.0 learning about and selling these solutions.

IP Security Cameras

I spoke with Robert Messer of distributor ABP and he shared with me the wonder of IP security cameras which work with digital signage to show alerts on screens throughout an office. He mentioned that people think twice about getting their hands caught in the cookie jar when they realize it could be broadcast throughout a company.

Covad and MegaPath Announce Merger

March 31, 2010

Dan Foster, MegaPath chief sales and marketing officer, earlier this month told TMC's Paula Bernier that MegaPath would be "active" in M&A in the next six months. Obviously this wasn't a case of overhyping the truth as in a press release, the companies jointly touted the merger of Covad and MegaPath as creating one of the largest managed service local exchange carriers (MSLEC) in the United States. It continues by explaining the combined businesses will have the largest Ethernet, DSL and T1 footprint in North America and be the only MSLEC capable of providing a full range of Internet, voice, security and VPN services nationwide.

TMCnet's Erin Harrison believes this is some of the biggest industry news to emerge since Nortel's assets were auctioned off.

Communications Veteran Mike Ross Joins 4PSA

March 19, 2010

I just got word that communications industry veteran Mike Ross will become the new COO and Director of the Americas of 4PSA. The good news is this company has nothing to do with prostate health . Instead, they recently integrated their VoipNow Professional with Open-Xchange version 6.16 in order to integrate SIP, VoIP and social networking. If you think about it, unified communications is only unified when it integrates with social networks.

Sytel Limited Expands to US

March 11, 2010

Sytel Limited. A company with a strong dialer and scripting engine is expanding into customer service, media blending and more recently, the US. As more customers look for SMS support, Sytel allows these short messages to be integrated into the contact center seamlessly with email and calls. With open APIs, Sytel touts openness as an area where it excels.

Featured Events