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Rich Tehrani
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Contact Center tag

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Mitel Buys Polycom: The Good and Bad

This post has been updated on April 15, 2016 at 4:30 pm with feedback from Wes Durow, CMO of Mitel. Also, it turns out we broke the news on the potential of this merger even earlier than thought... December of...

IR Says: UC Performance Management Should Not be an Afterthought

IR is the corporate brand name of Integrated Research Limited, a leading global provider of proactive performance management software for critical IT infrastructure, payments and communications ecosystems. The company boasts over 1,000 customers in over 60 countries—including some of the...

Recession Coming? Fusion Says Things Are Getting Better

The telecom market was once said to be a great predictor of recessions – in fact it’s been said in the industry that back when all phones were wired, the first companies to know bad times were coming were the...

GENBAND Announces Big Win at XO, Kandy Wrappers and More

As more carriers look to roll out UC solutions, GENBAND is there to help and in fact recently has been on a tear in terms of making relevant news. Since the acquisition of the Nortel carrier and large enterprise business,...

Centrex Amps Up with IP-Centrex Thanks to AT&T!

What’s one of the more interesting services I’ve seen lately? Certainly it has to be AT&T Collaborate, the cloud-based communications and collaborations solution which pits this absolutely huge telco against a range of cloud players – from 8x8 to Shoretel...

Metaswitch: UC and CC The New and Old Growth Area for Carriers

Adding contact center and unified communications to your offerings adds a 30% addressable market for carriers according to Chris Carabello of Metawitch networks. He then said, “We're very invested in service providers and given their broadband infrastructure, ability to own...

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 recent meeting with Gregory Pal, Vice President, Marketing, Strategy & Business Development at Nuance Communications. Coincidently I also...

WebRTC Expo San Jose 2014 Interviews

Are you interested in WebRTC but yet you missed the largest event in the space, WebRTC Expo a few months back in San Jose? If so, I have great news for you as all the video interviews from the show...

22 Countries Looking to Win Free Contact Center Makeover

Some time back I shared with you that you could win a multimillion dollar call center makeover by filling out an application. I asked Interactive Intelligence, the company behind the campaign how much demand there has been for this contest...

Will You Win a Free Call Center Makeover Worth Millions?

Remember when I told you about the new Interactive Intelligence call center makeover which could be worth millions to your company? Yes, they will provide consulting, software, hardware (phones, etc.), interior design and more. This is your chance to get...

Barry O'Sullivan joins Altocloud to Boost Marketing & Call Center Integration

“Marketing is eating sales,” said Barry O’Sullivan the new CEO of Altocloud, a company dedicated to producing solutions which can be used to create happier customers. Simply stated they have an analytics platform which integrates your contact center and marketing...

Win a Free Call Center Makeover Worth Millions

I have good news to share – your company can win something worth millions of dollars and there is no catch. You see, Interactive Intelligence has decided to give away a call center makeover. All you need is a contact...

Fenero Aims to Disrupt Cloud Contact Center Pricing

Cloud-based contact center solutions have been priced fairly uniformly in the past… You pay per seat and feature. You want to add more people or features such as analytics, etc. and you pay more. Some vendors offer an all-inclusive solution...

Cyara Helps Banks Improve Service Levels

One of the challenges call center managers have is testing their systems when deploying new solutions or modifying existing ones. As the most crucial link to many customer interactions, the contact center can play a pivotal role in keeping customers...

MightyHive Achieves Contact Center and Web Ad Integration

The contact center is a billion dollar channel but has yet to exploit its true potential. Contact center data can now drive demand through another channel, online. To drive brand and business equity today, marketers must leverage consumer insights to...

How a Call Center Translation Service Went Mainstream

Virtually everything in our lives has gotten more expensive over the years such as housing, cars, postage stamps, food and energy and yet telecommunications and broadband service costs continue to plummet. This state of affairs is in-part due to Moore’s...

Interactive Intelligence Explores Small Call Center Roots

Interactive Intelligence is an example of a disruptor which went mainstream and in the process changed the way contact centers operated. Soon after launching in the mid-nineties the company would attract huge crowds to its booths at trade shows as...

TMC Speaking at Aspect Event This Week

Erik Linask pictured below, on the left If you are going to the Aspect Customer Experience Event in Hollywood, FL this week, be sure to check out TMC’s Erik Linask who has a keynote presentation at 9:15 on Wednesday, June...

Will Call Center Gamification Increase Productivity?

Recently I had a chance to speak with Oscar Giraldo and Ariel Cordiviola Palaia the CPO of Arcaris regarding his company’s new contact center performance management software named PLAYCALL which “gamifies” performance allowing agents to see how their performance ranks...

TMC Covering Cloud, 4G and Open-Source This Week

Quite often at industry events I hear people say they can’t believe how many events TMC goes to each year and moreover,  they ask just how many conferences we cover each year. I haven’t done the math but it’s a...

New Interactive Intelligence Quick Spin Cloud Contact Center Trial Portal

Coming off the first six months of 2011, Interactive Intelligence enjoyed cloud-based revenue growth numbers of 58% while orders increased a whopping 146% during the same period. Moreover, the cloud accounted for 26% of the company’s total new order dollar...

The Turnover Epidemic and the Toll it Takes

As I look out at the technology landscape I find it surprising that replacements of marketing personnel whether initiated by the company or people resigning seems to be near an all-time high. As I have stated before, the job of...

ITEXPO: 8x8 Buys Contactual

Breaking news from ITEXPO West 2011 in Austin, Texas.Hosted communications, video and VoIP pioneer 8x8 has just purchased Contactual, formerly known as White Pajama. I have been visiting 8x8 for about 15 years and when you enter their HQ the...

Got Big Telecom Data? You Need Infinity Ear from Empirix!

OK, this isn’t a real product name – yet but you could potentially help pick it – be sure to let the company know if you have a name for their new product line.I sat down with Tim Moynihan and...

Latest Trends in Speech Technology, CRM, IVR, Collaboration and Cloud Computing

Speech analytics in greater demand At the recent SpeechTek 2011 conference in New York I gained some great insight into the state of speech technology. For example, Jeff Schlueter of Nexidia told me his company’s speech analytics solutions have been...
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