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Rich Tehrani
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Nuance Brings Artificial Intelligence to the Omnichannel World

The robots aren’t coming, they are here is all I could think of today as I mulled over my notes from a...

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NFV Vendor Challenges Part 2

How will the software in NFV networks interact? Via a Management and Orchestration (MANO) layer.

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Rapport Open APIs Increase Employee Productivity

By: Richard Hatheway, Director, Enterprise Communications Product Marketing, Rapport for Large Enterprise, Alcatel-Lucent

What is one of the biggest factors affecting employee productivity today? Recent studiesby the National Business Research Institute and the Pew Research Center indicate that not having the right technology tools to do their jobs is one of the most critical. From something as simple as having a cell phone to as advanced as having a customized app, having the right tool provides employees with a productivity boost.

Unfortunately though, many large enterprises are unable to take advantage of advances in technology due to old or outdated infrastructure and ICT technology silos. In addition, being locked in to one technology vendor often stymies the enterprise from being able to update the tools necessary to increase employee productivity.

For instance, something as simple as developing and deploying a new app is often a frustrating experience, as the enterprise must submit a request to the technology vendor for a new app to be developed, then wait until the vendor adds it to their development queue before finding out when to expect it. This often takes months, if not longer.

In the meantime, instead of waiting for the new app, many employees take the “shadow IT” route. They download rogue (i.e., non-IT-supported) apps that will allow them to move forward with at least some of the functionality they seek, even without IT support. While this work-around may provide some degree of productivity enhancement for the employee, wouldn’t it be better if the enterprise was able to either plug in existing best-of-breed third-party apps or develop and deploy its own apps without having to wait for a vendor to become involved?

Alcatel-Lucent thinks so, which is one of the reasons our new solution, Rapport™ for Large Enterprise, is generating so much interest. Rapport is a private cloud-based communications and collaboration solution designed specifically for the large enterprise.

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Versay Solutions Moves to Support the Omnichannel World

A company known for professional services in the contact center – Chicago-based Versay Solutions has more recently applied its skills in analytics...

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Splice Software Uses the Power of Analytics to Expand its Product Line

Big data and analytics have had a huge impact on numerous spaces and certainly marketing is one of these areas. Perhaps the...

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Jet.com The .Good the .Bad and the .Ugly

The .GoodI’ve been using Jet.com for a few weeks and so far I have found the selection to be about 20-30% of...

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VoicePIN Voice Biometrics Brings New Tech to Phone and Apps

The biometrics market has been around for decades but never achieved widespread acceptance until after Apple rolled out TouchID. Laptop makers...

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Just In Time Communications

April 4, 2005

With all the progress we've made in the last two decades with respect to communications, including telecom deregulation, the fax machine, cellular phones, e-mail, chat and WiFi, communications is essentially more inefficient than it was at any time in the last ten years.

One may argue that the advent of the cellular phone was a boon for productivity and efficiency and e-mail further allows us to communicate more effectively. The reality is that the more devices and modes of communications we invent, the more inefficient we become. An inordinate amount of time is spent trying to find each other in this world where everyone is supposed to be connected 24x7.

In order to contact a person today it is necessary to call their office phone, cell phone, home phone, VoIP phone, send them an e-mail, an IM, call their secretary and so forth until you connect. Assuming you can't find them, you have left a trail of possibly incomplete e-mails, IM messages and voicemails in different mail boxes.



Inter-Tel Unified Communicator 3.0

April 4, 2005

Inter-Tel purchased conferencing and collaboration company Linktivity a while back and has now integrated much of the functionally in the Linktivity products into version 3.0 of their Unified Communicator product. With this release, you can have an ad-hoc web meeting and collaboration. You can share your desktop, take advantage of whiteboarding and stream video back and forth as well. Oh yes, you can send files as well.

IBM Shock Control

April 4, 2005

I have an IBM T42p laptop and it comes with a shock protection program. I wasn't sure why I needed such a utility as it is yet another application that takes memory and slows down my computer. I was on a bumpy flight to San Jose ysterday and I opened the application during turbulence to see what the program did. The application is called IBM Active Protection System and you can click on the Real-Time Status tab to see the laptop visibly shaking in a window.

WildPackets EtherPeek VX

April 4, 2005

I'll be honest, when I think of testing in the VoIP space, names like Spirent, Agilent and Empirix come to mind. So I was happily surprised to find a company in the testing space that is smaller and geared towards the needs of amateur testers. Well amateur isn't the right word but starting at $8,000 the affordable testing solutions sold by WildPackets are within the reach of many corporations and developers that want to see what is happening on the network but they don't want to break the bank to do so.

The EtherPeek VX is a product that allows accurate call playback with varying levels of degradation for subject quality assessment and has features such as an embedded jitter buffer consultant, statistics, reports and graphs. This is all done in a non-obtrusive fashion, meaning you don't need to flood the network with traffic to see what is happening.

I had a chance to play around with the GUI of the system and selected some packets and was able to identify jitter.



VoIP At NCTA

April 3, 2005

I am off to The National Show sponsored by NCTA where I am moderating a panel on Marketing VoIP services. The session is titled: VoIP Me! Marketing to the New Telephone Customer, and it takes place Monday, April 4, 2005 at 2:00 PM-3:15 PM in Esplanade 305/307.

I am honored to be moderating at the cable industry's premier event. I am looking forward to educating the cable market on how best to position VoIP services.

The panel will consist of the following industry experts:



  • Jonathon Askin, General Council, Pulver.com
  • Sam Howe, SVP Marketing VoIP, Time Warner Cable
  • David Pugliese, VP, Product Marketing & Management, Cox Communications, Inc.

True Sound Lounge

April 2, 2005

I just visited what may be the future of web sites. I am still reeling from how incredible the experience has been. A site called True Sound Lounge is sponsored by Sennheiser the company that makes a variety of headphones from noise canceling to wireless and headsets that are aimed at call centers.

Sennheiser also makes high-end audio equipment and the site shows off the array of products the company offers in a slick manner that really appeals to the consumer – especially the younger crowd. I think these interactive characters will find their way into more consumer and finally corporate websites in the future.

It is obvious that you lose search engine optimization points with a non-text based approach such as this so I envision these sorts of characters and interactive rooms as additions to text sites or as alternative site to reach a market in a different way or with a slightly different spin.



VoIP Tax Exemption Loses

April 2, 2005

VoIP received a blow this past Friday in Colorado when a bill to exempt VoIP service from being taxed narrowly missed being passed. As this article points out, taxing VoIP on an Internet connection that is already taxed is the equivalent of putting a stamp on every e-mail and worse is double-taxation.

Please see the following quotes from politicians who see why taxing VoIP is a bad idea.

Rep. Jim Sullivan, R-Larkspur, said businesses will notice if the bill fails and will be more reluctant to relocate to Colorado.

"It would be a very negative message to companies - that Colorado isn't pro-business," Sullivan said.

Rep. Mark Cloer, R-Colorado Springs, said the tax would especially hurt low-income people who can't afford both phone service and Internet access.







Microsoft Goes Phish

April 2, 2005

Thank you Microsoft. I've been accused of being a Microsoft lover and a hater. I am neither... I am an objective observer. Still, I am proud to be living in the same country with a company trying to prosecute phishers via 117 separate civil lawsuits.

Microsoft didn't have to do this.

Big Brother Amazon

April 2, 2005

If you stop and think about it (something at the top of my to-do list), you realize that Amazon is the one online destination that may know more about you than your family and friends. Is there any better way to profile someone than to analyze the books they read and think about reading? How about their electronics, home accents, apparel, etc?

I started to think about this a lot when I read about Amazon and Privacy on the Call Center CRM blog. The entry discussed how Amazon also has a search engine A9 that can remember your past searches.

Storage Is Like Horsepower

April 2, 2005

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