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Call Center

Alcatel Lucent Emergency

September 28, 2007

3COM Sold

September 28, 2007

The Wall Street Journal reported that 3COM will be acquired by Bain Capital and Huawei Technologies. TMC’s Greg Galitzine has a call into 3COM for comments but what we know so far is the transaction is at $5+/share meaning more than $2 billion. Huawei and 3COM have been business partners in the past and my impression was this relationship didn’t result in the sales progress either company hoped for.   Interestingly Huawei hasn’t made a huge dent in the US as of yet and this is surprising. Then again, I recently read an article discussing the idea that Chinese automakers will be slower to enter the US market in a serious way because their home market shows so much promise.

ITEXPO West 2007 Scores Big in L.A.

September 26, 2007

Here is my Publisher’s Outlook from the October 2007 Internet Telephony Magazine. It is rough and needs some editing but should give you a good idea of why you should be subscribing and reading every issue of the magazine.   ----   The most recent Internet Telephony Conference & Expo in Los Angeles, California demonstrated to me (and everyone in attendance) just how strong the IP communications market is. We had a tremendous number of resellers, enterprise customers and service providers at the show. What perhaps caught me off guard most was just how high the energy level at the show was.

More Nice ITEXPO Comments

September 26, 2007

Packet8 Win

September 26, 2007

I have to admit, the press release (see bottom of page) I received this morning from Packet8/8x8 may be among the most unique I have ever received as it details how Packet8 is the service provider of choice for a VoIP service provider who is closing its doors. The question is who is this provider who has 12,000 subscribers who is exiting the space?   This news is not surprising however to those of you who read Russell Shaw’s take on Packet8 based on the conversation he had with 8x8 CEO Bryan Martin at ITEXPO.   Here is a salient quote from this article:   SunRocket is not the only company having problems. We know of about three or four major players in the space that have significant customer bases, they’re both into both business and residential applications, and we’ve heard rumors that they’re interesting in exiting the market as VoIP service providers.   TMCnet’s Richard Zippy Grigonis also has some thoughts on the Bryan Martin keynote at the show. Here is a quote from this article:   “Differentiating services is key because it contradicts all of the metrics that Wall Street is complaining about right now about why VoIP is a four-letter word.”   By the way, Bryan said specifically if someone on Wall Street steps in something they look down and say “Oh VoIP!”   This of course is in response the Vonage and just how poorly this company’s stock has performed over the years.

Vonage Loses to Sprint Nextel

September 25, 2007

These are mighty difficult times for Vonage as the incumbent providers have ganged up against them and have decided to compete on patents as opposed to technology. A federal jury has ruled that Vonage has to pay $69.5 million in damages to Sprint Nextel for using its patents. This is ultimately terrible news for consumers. I continue to be amazed at phone companies who say they have patents for VoIP and related technologies yet haven’t rolled the technology out to customers.

Latest ITEXPO West 2007 Photos

September 24, 2007

Sun Reenters Telecom

September 23, 2007

With all the fanfare surrounding Microsoft’s reentry into telecom, I thought it worth mentioning Sun is doing the same thing. Microsoft has integrated their applications into communications (or vice versa) and even designed new devices such as phones and even a state of the art videoconferencing device named Roundtable.   Back in March I wrote a bit about Sun’s entry into the call center space around the year 2000. What I didn’t mention is in the nineties the company really pushed their servers as ideal platforms for computer telephony integration. The company was not very successful in this endeavor and part of the reason may have been the vertical focus the company had.

Best of Show ITEXPO West 2007

September 21, 2007

Congratulations to the best of show winners at Internet Telephony Conference & Expo last week in Los Angeles, CA. A list follows below and here is the detailed press release.   Best Service Provider Solution

Best Large Enterprise Solution
  • BlueNote Networks  (www.bluenotenetworks.com)
  • Instant InfoSystems (www.instantinfo.com)
  Best SMB Solution
  • Intuitive Voice (www.intuitivevoice.com)
  • Vocalocity (www.vocalocity.com)
  • Zeacom (www.zeacom.com)
  Best Consumer Offering
  • 8x8 (www.8x8.com)
  • T-Mobile (www.t-mobile.com)
  Best Development Tool
  • Aculab (www.aculab.com)
  • Sangoma (www.sangoma.com)
  Most Innovative Product
  • Sysmaster (www.sysmaster.com)
  • Telkonet (www.telkonet.com)
  Best Booth
  • Communicado (www.communicado-inc.com)
  • Fonality (www.fonality.com)
  Best Newcomer
  • 3CX (www.3cx.com)
  • Ixia (www.ixiacom.com)
  Best of Call Center 2.0
  • Contactual (www.contactual.com)
  • Oaisys (www.oaisys.com)
  • CosmoCom (www.cosmocom.com)
  Editors’ Choice

Call Center Quality

September 21, 2007

recently had a conversation with executives at TeleDirect International about how measuring call center quality is an important part of managing a successful call center operation. This is an important issue as IP communications has allowed contact centers to become truly distributed and subsequently more difficult to manage.   The first step in this move was distributed call centers and soon thereafter home agents allowed a more finely-tuned distribution of contact center resources. According to the company, implementing a proper quality monitoring solution can increase revenue by up to 15%. For this reason I invited the company to write an article on this topic to help educate those call center decision makers looking to make their contact centers more productive and ultimately successful.   ---   “An Integrated Application: Helping Your Contact Center Maximize its Investments” Written by, Rachel Sauerbrey, Marketing Manager at TeleDirect International   Businesses that have invested in contact centers have two fundamental areas they need to optimize- their sales and their people.
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