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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

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.

Tomorrow's Cloud, Optimized by Plantronics

December 19, 2012


Most people think of the cloud as being removed from the local environment because, after all, it requires the addition of a browser to access. But thanks to innovation from the people at Plantronics, the cloud can now reach through the browser and be closer to the user than ever before. In fact, the company has an SDK, which for the first time bridges the worlds of mobile and enterprise communications as well as computing. While CTI or computer-telephony integration is not a new concept, Plantronics uses its Spokes software as communications middleware to seamlessly connect mobile telephony with cloud-based or on-premise enterprise software.

Acme Packet Getting Ready for WebRTC's Second Wave

November 28, 2012

At the inaugural WebRTC Conference & Expo in San Francisco, much of the crowd was focused on demos of WebRTC working in a production environment. In one example at a luncheon keynote Mozilla showed how WebRTC communications could take place between two browsers on the same laptop. This one of the first demonstrations of the technology much of the audience had ever seen.

The event has brought together a wide swath of technology companies like Google, Plantronics, Oracle, Sangoma and Ericsson who are all very optimistic about the potential for WebRTC to be as some describe it, “A once in a lifetime opportunity in telecom.”

Walmart To Go is Webvan 2.0

October 9, 2012

Have we finally broken the barrier to same day delivery?

During the dotcom boom, Webvan and Peapod were going to change the world and when things went bust and both companies had to deal with the realities of massive infrastructure and overhead with little to no sales by comparison. Peapod got picked up by Stop & Shop and Webvan imploded, and is now just a Wikipedia page.



Fast forward over a decade and Amazon has made lots of noise about same delivery service.

TMC Speaking at Aspect Event This Week

June 18, 2012

Erik Linask pictured below, on the left

If you are going to the Aspect Customer Experience Event in Hollywood, FL this week, be sure to check out TMC’s Erik Linask who has a keynote presentation at 9:15 on Wednesday, June 20th, 2011. He will be speaking about Creating Your Own Vision for Unified Communications and I wish I was there to hear it for myself.

Here is Erik Linask at the recent Cable Show interviewing Adara Technologies in Boston, MA

 

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