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IP Communications

Purple Heart Alpha 911 Keynote

January 12, 2007

I just finished up my keynote presentation for the Alpha 911 class of the Purple Heart Foundation and got a chance to thank the disable veterans of this country for all they have done to keep America safe and Secure. I felt very humbled by the opportunity to speak to such a distinguished group of people.   I spoke a bit about the how the call center market has evolved over the years and how TMC launched the first magazine in the world about call centers in 1982. I also mentioned how TMC launched the first publication on VoIP in 1997.   I explained how these veterans are on the front lines of customer contact and in today’s day and age the call center agent is many times the only person you can speak with at a company.   I mentioned how these people will grease the wheels of international commerce for years to come.   Ken told me some of the family members of people who lost their lives on 9/11 at the Pentagon were on the web conference. Also in attendance was the Deputy Chairman of the Joint Chiefs of Staff.

First ITEXPO East ’07 News

January 11, 2007

800Free411

January 11, 2007

This morning I needed a phone number while driving to work. I despise paying whatever the cost is to get a phone number from information. Perhaps this is because the same information is freely available on the web. I was going to just look up the number on the phone’s browser at a traffic light but I remembered someone recently told me about 800-Free411.   I think I may have heard this at the last ITEXPO in San Diego but I am not 100% sure.

Business Continuity and VoIP

January 9, 2007

This past year’s mild hurricane season is something many in the Florida, Mississippi and Louisiana are certainly very happy about. But if you are a business in any area of the world, now is not the time to let your guard down.   In today’s day and age, technology has advanced to such a degree that IP communications can minimize the impact of natural disasters on businesses.   In October 2005, ITEXPO held a press conference with the Disaster Planning Communications Forum (DPCF). TMC continues to work with associations and companies to ensure attendees at ITEXPO becomes a major location where attendees can be educated on disaster planning and business continuity.   It should be noted regardless of your company size, disaster planning is something you should be aware of and implement.

Catching up with Jon Arnold

January 9, 2007

The Days Musings

January 9, 2007

Here is a smattering of news and views of recent events:   Great news – We may have found and killed life on mars. How does one analyze such news? This could be one of the biggest discoveries of our lifetimes and – we accidentally kill it? Ok let’s just hope we don’t get extraterrestrial visitors to our planet who don’t realize humans are life forms.   Yahoo!

Florida is on Sale for ITEXPO!

January 8, 2007

  It is not too late to book your flights to ITEXPO   I just went to Expedia and checked the airfares for the upcoming Internet Telephony Conference & Expo coming up in a few weeks. Boy was I surprised. I have never seen such low fares just two weeks from any show. And this is with no Saturday night stay requirement.

Solace Systems

January 7, 2007

Yet another Terry Matthews company I recently visited is Solace Systems who provides products for service providers and large enterprise customers. The company is in the value-added services routing system business and in case you are wondering what this means it is simply adding intelligence to service provider networks so that application services can be provisioned and managed just like today’s network services. The goal is to allow service providers to get into the business of supplying a number of advanced services and not just dumb pipes.   So if you are looking for a more lucid explanation imagine the logic in an IBM Websphere or BEA WebLogic application being provided by you, the service provider.   The obvious question is whether the enterprise of today is ready to outsource application layer routing. Solace Systems executives tell me the service provider has followed the enterprise down the road to providing IP networks and then the path of providing VPN services.

Mitel

January 7, 2007

By now it is no secret I spent some time in Canada recently and met with a number of companies in the Terry Matthews family. One of these companies is Mitel and over the decades this company has proven to be far ahead of the technology curve. They haven’t been the marketing leader mind you but they always focused on technology and innovation and this allowed them to do well throughout a telecom market having its share of ups and downs.   In the early 1990s I remember Mitel at shows like ICA and TCA in places like San Diego, California exhibiting converged solutions integrating the PC and the phone system. Mitel has always been innovating.

VoIP Changes the Lives of Disabled Veterans

January 5, 2007

Many people know how VoIP has changed lives and how it has allowed communications to take place among people who previously could not afford to communicate. Voice over IP is obviously disruptive but at the same time it has changed the world in many ways. We know about cost savings and how service provider business models have evolved over the years but we have not seen enough media attention on how VoIP is changing lives by enabling people who could not previously be employed to finally get jobs.   There are hundreds of thousands of disabled veterans in the world and in these distinguished American citizens are often unable to contribute to the workforce because they aren’t able to commute to a job.   In May of last year I wrote about how call centers are changing lives and specifically about the excellent work Ken Smith is doing as Program Manager at the Military Order of the Purple Heart (MOPH).   Here is a refresher from the above article:   In November of 2005, the Military Order of the Purple Heart Service Foundation or MOPHSF started its first class of 15 disabled, combat wounded veterans in an online call center training program called Veterans Business Training Center or VBTC.

This training was 15-weeks, 600-hours long and focused on the Five9 dialing platform. As it turns out, Five9 gave this agency very favorable rates for their service and they should be commended for doing so.

The foundation allowed the trainees to use this platform to call prospect donors on behalf of the foundation to solicit contributions in the state of Virginia.



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