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

Avaya's Support Strategy Emulates Successful Cancer Diagnostic Systems

June 23, 2011

It is an unusual occurrence for me to receive a call from any company to discuss their support. Generally the media gets all warm and fuzzy about tangible things like new product launches – scoops and items you can put in the category of breaking news. Ironically though if you ask most companies what differentiates them from the pack, service and support is typically the most common answer. Yet, I can’t remember other companies asking me to meet their new head of global services.

Quad: The Death of E-mail and Cisco's Social Enterprise Ambitions

June 20, 2011

Quad moves to the cloud, has native Cius tablet support and offers better interoperability

Last week I took a train into the city from TMC’s Connecticut HQ to spend time with the Cisco Quad collaboration team – using Cisco telepresence technology and it was a fascinating look into the company’s foray into a post-email, collaborative enterprise world. First things first, I wrote about Quad and spoke with Murali Sitaram VP/GM of Cisco's Enterprise Platforms unit last September and since then Quad has not been talked about much in the media and has limited buzz in the market. Moreover, Cisco is repositioning itself – lightening up on consumer products meaning much of the company’s messaging has been in other areas of the market including launching consumer telepresence product UMI – something which should never should have gotten the green light.

Mitel to Come Out Swinging, Will They Connect?

June 1, 2011

This past January I wrote a piece which compared Mitel to ShoreTel titled Is ShoreTel filling the Nortel Void and since the post Mitel has been in a state of flux with a new CEO Rich McBee recently joining. When the opportunity presented itself to come to the Mitel Business Partner Conference titled Mitel Freedom – in Florida, I jumped at it in order to get more perspective on Mitel’s strategic direction and future.

The conference officially kicks off tomorrow morning but I wanted to give my readers as much information as possible before things got going. Tonight I had a sashimi (no, the other one – without the rice) dinner with Ron Wellard, GM and EVP of Mitel Communications Solutions, Jim Davies the CTO and Jay Nichols the VP of Sterling Communications – the PR firm handling Mitel.

Lady Gaga Causes Monster Cloud Crash

May 24, 2011

Born This Way is one of the most popular songs of the year - it already was the fastest-selling single ever on the Apple iTunes App Store. And Amazon knew this when it offered the entire Born This Way Album for 99 cents. The limited time offer offer as you could have imagined in advance is one which would attract massive sales - $7 off on what could be one of the most popular albums of our day.

Still, even with this notice, Amazon servers buckled under the massive strain - causing users to complain about not being able to buy all the songs.

Currently, Amazon is offering the Born This Way album for $7.99 and a special edition version with an additional eight songs is valued at $12.99.

The problem marks the second glitch for Amazon this year - following a cloud outage for a number of days which brought down a number of start-ups.





Will Contact Centers Boost US Employment Again?

May 23, 2011

It was 1991 when the US was in the midst of a recession and economic development agencies worldwide started to court the editors of this publication to write articles about their location as attractive places to start a new center. In 1991 my fist article-writing assignment outside the US in fact was to attend an IDA Ireland event in Dublin. At the time, call centers were seen as the perfect job creators as the skills needed to work in them were limited. Moreover, they didn’t require massive amounts water or electricity like the manufacturing space.

Avaya SMB Event Features Cake Boss

May 17, 2011

Avaya Press and Analyst SMB Live Blog.



At an Avaya Event here in New York City, the company is set to detail its plans to migrate Nortel users to Avaya's IP Office 7.0. According to Isabelle Guis (pictured) General Manager of of the SME Communications Business Unit, the company now has 30 million users - 14M of those came from Nortel and there are 7 million total IP Office users - with 200k systems being sold last quarter.


Here are some shots of the event so far.




10:00 am EST Kick Off

Announcer addresses audience from TV via video Small business make is vital to Avaya.

Dr. Alan Baratz
takes the stage. He transitions to a video of happy customers "Thinking Big."



IP Office was designed for small to medium businesses and can scale to 1,000 users. 60% YoY growth - almost 150% QoQ growth in sub-20 end of market.


















Poor CRM = Go Directly to Jail

May 16, 2011

Remember a few months back when I wrote that providing poor CRM could dent your SEO? The story revolved around website Decormyeyes.com - and its owner Vitaly Borker who was generally rude and insulting to customers. He went so far as to send pictures of their homes to intimidate them. Not only did Google reduce his SEO as a result of an article in the New York Times, he is now going to prison.

Interop 2011 Day One Wrap Up

May 11, 2011

Day one of Interop has been great so far – I had video and written interviews with a number of companies such as Juniper Networks, Siemens, Brocade, ShoreTel, Navisite, Broadcom and Cisco. The videos will be posted soon – I will alert you when they are up or just go to our video page and click on the forthcoming Interop 2011 tab.

One point which came up repeatedly in my meetings is the micromanaging of budgets by CEOs – not just in small companies but some really big ones. It seems CXOs are scrutinizing new spending like at no time I have ever seen.

Rich Tehrani and TMC at Interop 2011

May 9, 2011

I am here in Las Vegas getting ready for Interop 2011. I apologize for not being connected more - but I've been doing wall-to-wall video interviews all of last week as well as speaking at the Broadvox Partner Summit. Not to mention watching the gorgeous US scenery as I travel from NY to Dallas and back and then to Vegas.

To check out the videos from last week you can click on the first one and they will loop through. BTW, one of these videos is being held back because the news is embargoed.

Later today I will be at a reception with Cisco execs and at the moment my editorial team is at another Cisco event which involves a Q&A session with their CIO.

Then its on to at least 80 interviews - I am looking forward to gauging the mood of the exhibitors and speakers at the show.

Finally, this Wednesday, May 11th at 8:00 AM, TMC will host a breakfast  focusing on online community building and social networking... I will be speaking on tips and best practices and more.







Amazon EC2 Outage: What The Experts Tell Us

April 27, 2011

The recent Amazon outage of its EC2 service affected a number of leading-edge companies who in some cases used the fact that they housed little to no infrastructure on their premise as a selling point to investors. Certainly, the cloud computing market is in what we could call a post-evangelism phase where there seems to be universal agreement that the cloud has a role in most organizations – at least to help with some tasks – if not all. We know the concept of hosted solutions isn’t new – many companies outsource payroll for example or tax preparation.

But certainly, when the largest company providing cloud infrastructure has a major outage of one of its availability zones lasting days,  it’s time to sit back and reflect on the challenges of moving wholesale to the cloud without thinking the concept fully through.

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