Rich Tehrani : Communications and Technology Blog -
Rich Tehrani
| Communications and Technology Blog - Latest news in IP communications, telecom, VoIP, call center & CRM space


Genesys Bought Altocloud Because AI is the Future

March 22, 2018

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 candidate so perfectly positioned - assuming the company is even moderately successful. The marketing automation and  communications companies will likely look to grow their organizations into the space in the middle so Avaya, Cisco and Marketo are a few to watch. In the end, it seems to me that Oracle followed by Salesforce are the best acquisition candidates. Time will tell but you read it here first."

Barry told us when he founded this company that "Marketing is eating sales." He continued, "A nurtured lead is a far better prospect than a cold call."

From our exclusive interview in 2014:

"By categorizing customers into groups, the cloud-based Altocloud solution makes suggestions on which agent would be best to talk with a specific customer at the time they place a call.

How Tech Helped Nab the Austin Bomber

March 21, 2018

As tech permeates a greater part of all our lives, it is becoming more and more difficult to pull off a large-scale string of bombing without getting caught. Case in point, the Austin Bomber whose name we will intentionally not release was caught in part thanks to video evidence at a FedEx store, store receipts and suspicious Google search history.

The bomber blew himself up as authorities closed in.

The bomber who was an unemployed college-dropout killed two and injured four leaving package bombs on doorsteps, one with a tripwire and one shipped via FedEx. Authorities do not know at this moment if others were involved or more packages are out there so if you see something suspicious please dial 911.

Hopefully the rapid pace at which law enforcement was able to find the bomber thanks in-part to technology will serve as a lesson to the next would-be bomber that you will be caught quickly.

From a civil libertarian perspective one wonders how ethical or even legal it was to acquire "suspicious" search history. The ACLU hasn't made any statements yet... We'll see if the media covers this angle going forward.

What We Got Wrong and Right in our 2017 Predictions

March 20, 2018

On December 9, 2016 we made the following predictions. Some we realized were ahead of their time but we figured, it was worth taking a risk. Topics ranged from tech to the economy and even the strength of the dollar. We've scrutinized our results.

IoT and Blockchain Could Stop Package Bombers

March 20, 2018

The people of Austin are being deluged with package bombs. Within a few weeks, there have been packages left on doorsteps, connected to tripwires and early this morning exploding in a FedEx facility in Schertz, Texas. So far, two people are dead and four others have been injured.

Police have told residents to stay indoors. Obviously, if you don't leave your house, you need to order online.

Talkdesk Really Differentiates with Enterprise Contact Center

March 19, 2018

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 a tremendous investment in engineering and development, the company has lured away many customers from not only legacy systems but other cloud providers. They bill themselves as a next-gen cloud using microservices, an API-driven CPaaS communication layer, built-in SMS, omnichannel and many integrations like Salesforce and ServiceNOW. They also have adopted the latest cybersecurity standards and guidelines such as SOCII, BPDR, HIPAA and PCI-DDS.

Talkdesk AppConnect

Tiago explains much of the reason for the company's rapid growth is due to the fact that nobody likes their contact center solutions. By focusing on things like quick set-up (about four weeks), free online training, AppConnect app store, custom dashboards, self-service changes and  data-based routing, the company's commitment to innovation is leading to market share gains.

Talkdesk Data-Based Routing

In addition, the system has an average 4.22 MOS score, greater than 99.99% uptime and six global data centers.

Customers include IBM, MongoDB and companies whose names we can't disclose.

WWIII: Fight Between BigTech AI, Regulators and Lawyers is Coming

March 15, 2018

The EU's GPDR or allows General Data Protection Regulation which goes into effect next year includes a right to an explanation of decisions made by algorithms and a right to opt out of some algorithmic decisions altogether.

The challenge is, some conclusions might not be able to be explained, more importantly as you may have read today on a guest post from Nick Wallace, correlation is not always easy to understand. Penicillin's antibiotic properties have been proven through correlation for about 80 years but until recently, it wasn't known why it has been so effective.

Similarly, if a person opts out of such programs - it may mean they miss out on an entire assortment of new designer medications which would be most effective for them thanks to AI and big data algorithms.

There seems to be a concern among regulators that somehow these algorithms will have a racist outcome or that they may may target the less fortunate, etc. Similarly though algorithms could indeed help determine who in minority and poor communities is the most likely to pay their bills on time and subsequently receive a lower interest rate.

Seeing both sides of the coin however may be a dream which never happens because another disturbing blow to AI took place today.

EU GPDR Devastating to AI

March 15, 2018

Very important guest blog post originally found on Techzone360.

Last September, a U.K. House of Commons committee concluded that it is too soon to regulate artificial intelligence (AI). Its recommendation comes too late: The EU General Data Protection Regulation (GDPR), which comes into force next year, includes a right to obtain an explanation of decisions made by algorithms and a right to opt-out of some algorithmic decisions altogether. These regulations do little to help consumers, but they will slow down the development and use of AI in Europe by holding developers to a standard that is often unnecessary and infeasible.

Although the GDPR is designed to address the risk of companies making unfair decisions about individuals using algorithms, its rules will provide little benefit because other laws already protect their interests in this regard.

The Real Reason Trump Blocked the Broadcom, Qualcomm Merger

March 13, 2018

U.S. regulators will often stop mergers and acquisitions because they are bad for the public in some way. Too much market control could inflate prices wildly, etc. When deals are killed it isn't always obvious why.

CafeX Sees Call Center Converging with CRM

March 12, 2018

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 co-browse and video capabilities. 

The solution comes out of the box with Microsoft Dynamics 365 and the companies codeveloped the solution and have a Joint roadmap. The Azure cloud-based solution has delivered 4,500 trials in 12 months and has had 65 customer wins such as HP, District M and the NHS in the UK.

According to Sajeel the biggest pain points his company takes away for customers are are as follows. 

3Cinteractive Brings CMS and Orchestration to RCS Marketing

March 8, 2018

Thanks to RCS, rich messaging will be the default on all mobile devices meaning companies will have the ability to provide superior messaging and marketing to all customers according to Brian Heikes, VP, Product Mangement and Solutions at 3Cinteractive.

They recently launched some of the first campaigns on the Sprint network when they announced their RCS A2P deployment. Prior to this change, Sprint just allowed P2P RCS capability or person-to-person messaging. Now with the MAP solution, organizations now have the full power sending rich marketing messaging to all consumers.

In addition to the benefit of having RCS work on all handsets, its use allows companies to avoid needing to go through a BigTech gatekeeper who mines the data to sell competitive advertising.

In other words, if you look at the Facebook business model - the first step was to get companies to bring all their customers to the Facebook network by liking their pages. The next step was to charge companies for access to their own customers via algorithm changes and advertising.

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