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Call Center

ITEXPO and Green Technology World

September 11, 2007

This morning marks the second day on Internet Telephony Conference & Expo and as I eat breakfast I can’t help but wonder if today will be an even better day than yesterday (photos and videos). What blew me away at this show so far was the buzz and amount of press in the press room. This year, our press list was the most impressive it has ever been. Still, we are working on getting even more members of the press for future events.   The conference sessions were virtually all packed (shot 1, 2, 3) and the buzz of buying in the exhibit hall was deafening.

Make Money Selling VoIP

September 10, 2007

  The VAR is Dead and Partner is Born   In a session titled how to make Money selling VoIP Robert Messer spoke today about how resellers need to evolve to become successful. Robert who works for ABP Technology a distributor of communications solutions mentioned resellers who embrace innovation are most successful. He says you must partner with your customers.   To be a reseller is the wrong paradigm he mentions. The most successful resellers reposition themselves as technology partners – not resellers.

PerformanceEdge

September 10, 2007

For many companies with thousands of call center agents the concept of optimizing contact center performance is akin to optimizing the US government. In either case you must ask yourself how you know when you are truly optimized and the job is done.   If you pressed me, I would admit that optimizing a government is the more difficult task so in this article we will focus on optimizing the former.   In many call centers there are silos of automation with manual processes between them. These manual processes consisting of hand assembled MS Word or Excel Documents slow things down and are akin to Bondo on a race car. Sure, from the outside the car looks great but if you look below the surface you begin to understand that structurally the car is far from perfect.   You can imagine how happy I was to learn Aspect Software is committing tremendous resources to tackling the performance optimization problem and they have just launched a major initiative called PerformanceEdge which has the potential to truly revolutionize the contact center space.   The company is actually a melting pot of best-of-breed technologies such as inbound, outbound, customer service, workforce optimization and more.

Broadband Speed at Wilshire Grand

September 9, 2007

ITEXPO West 2007 Coverage

September 9, 2007

Bloggers at ITEXPO

September 8, 2007

I have noticed this year more ITEXPO speakers have blogs than at any time in the past. We all know there are more and bloggers each day and I am excited to see how many of them are referencing their Internet Telephony presentations in their blogs. While I can’t do justice to every speaker/blogger referencing the show I recently came across posts from Alan Percy of AudioCodes and Leigh Fatzinger of Citel.   Alan’s latest post regarding the show is titled Still Getting Ready and explains a bit about his session regarding SIP trunking.   Leigh’s post talks about his panel regarding hosted IP and he also discusses the collocated event Green Technology World.   Leigh’s other comments are worth sharing:   Not enough time or effort has been spent on the environmental impacts of our industry, but this conference is a start. Citel will be publishing our own thoughts on the matter Monday on this blog.   Leigh, you are right on about the show.

Surf Communications

September 7, 2007

I recently had the opportunity to ask Ilan Weizman of Surf Communications Solutions about the evolution of the IP communications space and the direction his company is taking.   Surf develops a suite of hardware and software products that drives a wide variety of applications for high-capacity distribution of voice and video. These applications are predominantly developed by media gateway, media server and IMS equipment manufacturers in the telecommunications infrastructure field.   To learn more about the company, read this article published on TMCnet from earlier this year.

Quintum News

September 7, 2007

Nice Systems

September 7, 2007

Brian Spraetz, Senior Product Marketing Manager NICE Systems Inc., recently sat down with me (virtually over e-mail )to discuss IP communications and NICE’s upcoming presentation at ITEXPO.   NICE Systems is the leading provider of Insight from Interactions, offering comprehensive performance management and interaction analytics solutions for the enterprise and public safety and security markets. Read more about the company here.   RT: Please outline your new corporate initiatives. BS: We recently introduced the NICE SmartCenter solution to the market. This innovative offering is geared towards achieving and maintaining high levels of performance across the enterprise, especially in the contact center. A central SmartCenter technology is its interaction analytics capabilities that allow businesses to extract valuable business insights from unstructured recorded interactions such as conversations and screen activity.
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