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Rich Tehrani
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crm tag

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Aspect's Voxeo Acquisition Bears More Fruit

Aspect has been expanding the capabilities of its portfolio as well as its deployment options. They have made a bunch of investments and acquisitions and they now have an extremely comprehensive omnichannel contact center capability in the cloud and...

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...

How TextGen Converges Texting with Service

Face it, your customers don’t want to talk on the phone, they want to communicate with you the way they do with everyone else, using text. Sure, this is a generational issue but the young are getting older. Moreover, the...

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...

ResponseTek Looks to Boost CSP Service Levels

The fundamental question which drives all business is did my customers have a good experience today. The bigger your enterprise gets, the more difficult it is to determine. ResponseTek holds the entire organization accountable on a minute-by-minute basis to...

JetBlue Customer Care - Even Ponzi Would Be Horrified

Having been unfortunate enough to be part of an eight-hour weather-related delay as a passenger of flight #411 on January 4, 2014, my fellow JetBlue customers and I found out just how amazingly crappy the airline's logistics and service levels...

Pipeliner Aims to be the next big thing in CRM

When TMC’s Customer Magazine started covering the contact management space in 1982 there were precious few choices of technology to use – typically, most companies used index cards to manage their contacts. Shortly thereafter Salemaker became a wildly popular program...

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...

Americans Don't Know They Want Wearable Tech Yet

Recently a headline stating that most Americans don’t want wearable tech caught my eye and reminded me of many past of articles regarding consumer choices which were just plain wrong. The piece can be summed up with the following paragraph:...

NextPrinciples Looks to Simplify Social Customer Interactions

Love it or hate it, social media has to be embraced by companies who are interested in communicating with their customers where they spend an increasing amount of their time. Yet scaling social media interactions is truly challenging. A company...

SugarCon 2013 Kicks off this week in NYC

I am spending some time at the Sugar CRM SugarCon 2013 conference this week to learn about the trends in the customer relationship management space. ...

At Stew Leonard's Deciding Who to Serve First

I had a fascinating trip recently to Stew Leonard’s where I witnessed employees having a conversation about customer service. If you aren’t familiar, “Stews” as we affectionately call it started in 1969 and is a huge grocery store in TMC’s...

Oracle Customer Experience Live Blog

The event is about to begin.Judy Sim CMO takes the stageMark Hurd President takes the stage.Mark started off talking about the need for happy customers. Only 30% of customers can engage with customers on mobile - few of these people...

Will Nimble 2.0 take Social CRM Mainstream?

Recently consumer products manufacturer P&G – one of the largest advertising spenders at over $9B announced it will cut its marketing headcount in-part because advertising on Facebook and Google is more efficient. The maker of Gillette and Pantene products is...

Salesforce Cloudforce NY 2011 Live Blog

I am headed to NY as I post. Check back for updates throughout the day.Heading to the keynote there was a DJ in the atrium of the Jacob Javits Center playing techno music wearing a shirt that said I Cloud...

Headed to Cloudforce New York. Can't Wait to Hear from Marc Benioff

Tomorrow I head to New York to the Salesforce.com Cloudforce conference where according to the company we will hear how companies such as Facebook, NBC Universal, Burberry and Disney are reinventing themselves as social enterprises with social, mobile and cloud....

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...

Why a Cloud Computing Magazine? Why Now?

I am very excited to be going to the Cloud Expo next week in Silicon Valley - it is always a great show and I have lots of video interviews set up. I have been to the last three east...

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...

Benbria Evolves into Social CRM

Marketing has never been so complicated and social media has only taken something which was difficult and added levels of complexity. Recently at ITEXPO in Austin, Texas, TMC hosted its first CMO Summit and the consensus at the event was...

Is Your CRM a Bigger Disaster than Hurricane Irene?

Want successful CRM? Its the empathy, stupid.A recent experience reminded me of the importance of handling customers well, especially in times of need. Case in point, I was scheduled to go to the Salesforce Dreamforce event next week and I...

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...

Nuance Takes Speech Technology Literally into the Clouds

I recently spent some time at the Speechtek 2011 event in New York and while there I had a chance to speak with a number of companies including Nuance Communications and in my conversation with company representatives Dena Skrbina and...
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