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call center tag

Drill down on call center search:

25 result(s) displayed for call center (1 - 25 of 242):

Cyara: Don't Forget the Customer Experience in Digital Transformation

As companies embrace digital transformation (DX), they shouldn’t forget about the customer experience (CX) says Elizabeth Magill, Senior Director, Product Marketing at Cyara in an exclusive interview. Cyara automates testing and monitoring.We first introduced this company to you in 2011...

Hate Calling Companies? 10 Digit Communications Has the Answer

And that answer ironically is, not to answer - by voice anyway... If you have kids, are a kid or know kids (I believe that covers all of you ) you realize the amount of time we spend talking on the phone...

ZaiLab Powers the Contact Center via AI, ML and AWS

The breathtaking pace of technological innovation has meant that companies have been able to punch beyond their weight class. In other words, Moore's Law has allowed technology to improve at roughly by a factor of 2, every few years or...

How Nuance is Powering the Voice Economy

It's no secret that voice interfaces have become one of the most successful product categories in recent years. With the price point of smart speakers dropping to the same level as a week's worth of Starbucks, many consumers have filled...

Jabra Responds To Evolving Workplace with Engage 65, 75

After exhaustive interviews with 400 call center professionals and IT administrators, Jabra set out to design headsets for the evolving workplace. Respondents told them, automation was handling the easy tasks leaving the higher value phone calls to be handled by agents. Also, as...

NewVoiceMedia Brings Salesforce AI into the Contact Center

Artificial intelligence is permeating every sector of business including customer contact and NewVoiceMedia is doing its part to help improve productivity as you embark upon digital transformation.John Eng (pictured above), CMO explained they make Salesforce Einstein real-time... They eliminate the need for...

Nectar and Plantronics Ear-to-Ear Diagnostics to Boost Call Quality

The quality of phone calls varies for a variety of reasons from network congestion to weak headset batteries and wireless interference. This is why Nectar Services partnered with Plantronics to build an Ear-toEar (e2e) solution allowing the enterprise and carrier to...

Sharpen adds AI and Cloud to Agent-First Contact Center

Sharpen provides a cloud-based agent-first contact center solution with simple pricing and AI-powered in-line training, microlearning, and conversational coaching.The company hails itself as the solution to these problems: Slow Release Cycles Expensive New versions Clunky/Confusing UI No/Limited API’s Expensive to...

Genesys Bought Altocloud Because AI is the Future

Genesys has completed the acquisition of privately-held Altocloud Ltd., a cloud-based customer journey analytics provider founded and led by CEO Barry O'Sullivan.We predicted the sale some years back:"One last comment worth making is I perhaps have never seen an acquisition...

Talkdesk Really Differentiates with Enterprise Contact Center

In a short amount of time Talkdesk has amassed 1,400 global customers according to an exclusive interview we had with CEO, Tiago Paiva (above left; Yours Truly on the right).We've followed his company's progress since inception and through sheer will and...

CafeX Sees Call Center Converging with CRM

CafeX EVP Sajeel Hussain sees a convergence between the CRM space and contact centers and he's in a great position to know as the company's Live Assist provides omnichannel capability to potentially 10 million Microsoft Dynamics 365 customers via chat...

IVR in the Age of Siri and Alexa; Evolve or Die

We'd like to apologize in advance for the dramatic headline of this post, especially the evolve or die part but there is a communications transformation taking place in companies around the globe and unless you're paying attention, you're likely to...

Tunnel is the Professional way Call Centers Text Customers

WhatsApp revolutionized consumer texting. Slack did it for business. Tunnel wants to do it for call centers. There is no shortage of vendors who will allow your call center to send text messages via an API. There are also numerous...

Mexican Call Centers Will Steal Jobs Thanks to Deported Workers

We'd like to start this post by mentioning we aren't taking any politician position - only pointing out that Mexico will use new workers who are deported from the U.S. to steal jobs from American workers. In other words, the...

8x8 CEO Discusses Communications 2.0 and Going For the Win

 Communications is often sold as a commodity. What once cost dollars a minute is often free today but everyone knows that if you can find a way to take a commodity product and alter it – even slightly, you can...

ERICA Wants to be Your Contact Center Agent, All of Them

Automation is indeed sweeping industry after industry - Amazon just ordered 45,000 new robots, the U.S. Military is sending drone swarms from airplanes and AI is helping all companies become more productive and efficient. Recently we wrote about ERICA from Mobilize...

Mobilize Hopes to Boost Contact Center ROI

As automation touches every aspect of business, the contact center remains no exception as the move to improve this business has been constant from the PC-based software solutions like Telemagic in the eighties, CTI in the nineties, IP communications in...

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,...

BroadSoft's Big Opportunity: Contact Centers

After spending more than a decade selling solutions which allow carriers to resell UC solutions, BroadSoft has decided the call center is its next big opportunity. By acquiring Transera, BroadSoft is positioned well to provide cloud-based call center solutions to...

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...

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 flirted with the technology about a decade ago but never got their systems to work very well. Apple...

How The Marketing Behind U.S. Presidential Campaigns Works

While social media has become a big factor in political donations in the last decade or so, its worth pointing out a holistic approach to campaign donations includes the phone. Telephone marketing is a very effective way in fact of...

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...

What Skype for Web Means for WebRTC

  Skype has finally decided to bring its VoIP and video platform to the web in an effort to better compete with a new wave of companies leveraging browser-based WebRTC technology. Today, they announced Skype for Web (Beta) which works...
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