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

Technology

Telestax: Carriers Must be Ready for CPaaS 2.0

September 24, 2018

A massive shift took place in telecom with the advent of VoIP and SIP. Carriers who initially downplayed the reliability of both, eventually got on board after 2003 when Vonage started to take residential share and Skype started to become a more obvious threat.

Eventually, SIP trunking became a way for communications service providers or CSPs to make money from IP communications.

Another transformation is taking place in telecom - this time it's CPaaS companies such as Twilio and Nexmo (part of Vonage). The space has high valuations and is taking away high-margin transactions from carriers. They are slowly morphing into CSPs themselves through software.

Carriers are now facing competition on the low-end in the form of consumer VoIP as well as on the high-end where CPaaS providers continue to take away enterprise business.

The solution is to use a white-label solution so carriers can quickly  compete with CPaaS vendors and protect their turf according to Kevin Nethercott, VP of Business Development at Telestax who spoke to us in an exclusive interview.







PGi Aims to Become Heart of Digital Transformation and UCaaS

September 19, 2018

60% of companies are behind on digital transformation (DX) and 34% of business owners say half their workers will be remote by 2020. Companies have to change and quickly to be able to keep up with a workforce which is increasingly working from remote locations.

Sure, (DX) is a term we use a great deal - perhaps even overuse but if the market considers itself behind and competition and a changing workforce require it, then perhaps it needs even more press coverage to ensure decision-makers are taking the competitive threat and opportunity to excel, seriously.

iPhone XS and XS Max Benchmarked: World's Fastest Phones (Again) https://t.co/2Knzy2iFrC pic.twitter.com/41ik34t4jQ

— Rich Tehrani (@rtehrani) September 18, 2018

We know not only is change happening more quickly but the pace of change is increasing as well. Apple's iPhone XS to be released tomorrow, is the fastest smartphone on the planet and increases the pressure on enterprise services to keep up with all the amazing things the latest generation of handheld devices can achieve.

A major thought leader in the DX space PGi CTO Patrick Harper recently wrote a compelling piece on a TMCnet sister-site detailing six considerations for enterprises adopting a UC&C strategy. In it, he had this to say:

Uptake of collaboration tools continues to grow as companies using this technology report higher productivity. Those with effective internal communications achieve 47% higher returns for shareholders, which makes effective communication and collaboration technology highly prized, while failure to promote effective communication and collaboration can be expensive - $37 billion is lost annually due to employee misunderstandings and poor communication. 








SnapLogic: The Universal Translator of Digital Transformation and AI

September 14, 2018

Companies have a never-ending list of cloud applications they rely on with crucial data becoming ever-more siloed. Yet, in order to make sense of all this information, they need IT to manage exporting, massaging and importing data from various platforms to effectively make data-based decisions. IT of course is spread thin and decisions often need to be made in real-time, meaning one-time imports and exports get old, quickly.



This is where SnapLogic comes in. Their simple and fast IaaS-based enterprise integration platform empowers enterprise IT organizations and lines of business to connect apps, things and data. 



Hate Calling Companies? 10 Digit Communications Has the Answer

September 13, 2018

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 has been reduced as we spend more time texting.

Yet companies are not adapting to this change with the speed they should.

Sure, a business owner of a small company may text with customers, but what happens in an organization which has a call center, or needs one?

Typical contact center solutions may have the ability to handle texting but they certainly aren't designed for texting. CTO of 10 Digit Communications, Thomas Howe explains that legacy contact center solutions were designed in the time of he landline, not the smartphone.



Now of course the world has smartphones.

And even the premium smartphone brand, Apple, has new phones starting at under $500.

On September 17th you can order a wide price range of phones from #Apple

$449 to $1,099#iPhoneXS up to 30 minutes more battery, #iPhoneXSMax more than 90 minutes#AppleEvent #appleEvent2018 pic.twitter.com/0IPHORda0t

— Rich Tehrani (@rtehrani) September 12, 2018
Getting back to Thomas - he is one of the few people who is a telecom disrupter and a doer - he has worked in large and small companies and his new launch feels like it is really onto something.

10 Digit is already working in telcos, major car companies and a school- Bryan & Stratton College, a for profit institution.



As Thomas explained, this organization had a 1/2 percent connect rate with new students but when they used text, this rate went to 33% or a 66 time improvement!

Anyone who has kids could have likely predicted such a result so even though the improvement seems statistically far-fetched, our collective personal experience verifies that it makes sense.

The company was just granted a second patent on this texting PBX which is pretty exciting and a nice validation that Thomas is breaking new ground.

He said they are forklifting other solutions from companies which caused me to ask - what about the existing voice calls? He replied that when callers call in, they present them with the option to text.





























ZaiLab Powers the Contact Center via AI, ML and AWS

September 12, 2018

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 so for the same price.

Couple this with numerous macro trends and the small to medium business of today is as advanced as the large company of a few years earlier.

In fact, you can argue the small business that is paying attention, can leapfrog a behemoth fairly easily.

Two technologies which make this possible are the cloud and app stores.

Because of these developments, a software developer can leverage an ecosystem of devices and solutions (iPads and iPhones for example) without having to ship products or even worry about having to deal with a server where they need to be downloaded from.

Then there is cloud. Developers can host applications of any size without worrying much about disaster recovery, generators, servers, massive IT departments, cooling systems, power, etc.

As software developers leverage today's tools, they are able to bring better products to market with new and innovative pricing models customers love.

For example ZaiLab has a fantastic cloud contact center offering which includes UC and is delivered via the Amazon cloud. They pass their flexible AWS server pricing on, meaning no per-seat license cost.













Pareteum Lets Carriers and Companies Quickly Integrate Global Mobile Services

September 11, 2018

Abstraction in tech adds value. Look no further than portable document format or PDF for an abstraction format for documents that revolutionized the way they were shared and printed. Before PDF, lots of energy was spent on installing printer drivers, exporting and importing documents - and quite often, retyping.

The packet network is an abstraction in the simplest sense - we send packets and they generally arrive at their destination, taking numerous possible routes.

The cloud is yet another abstraction - an amazing one... We save our files and run our applications without worrying about where the hard drives are - or the processors, memory, disaster recovery, etc.

Telecom has seen tremendous abstraction take place over the decades.





How to Prepare for The Future of Work

July 2, 2018

The future of work continues to change and the predictions of mass joblessness as a result of AI and robotic automation have been incredibly inaccurate. Then again, we have a feeling these people in the predicting business are behind the grim Y2K warnings of the late nineties. Some of them we hear, have even gone into predicting presidential elections. (Ahem.)

While robotic automation and AI hasn't obliterated the job market, it does and will continue to absolutely wreak havoc on entire industries.

AI Creates a New Intelligence, Transforming Business

June 28, 2018

AI will be integrated into the fabric of every system, device and network. The global AI market is expected to grow approximately 150 percent from 2016 levels, reaching a forecast size of $4.8 billion according to Statista.

AI, machine and deep learning will create a New Intelligence, altering the destiny of every corporation.

Digital transformation underway in many organizations will be a continuous evolution - never complete, as the power of artificial intelligence is added to applications and solutions.

The era of self-tuning is upon us. Today, Facebook pointed out their services are self-tuning using Spiral, a system for self-tuning high-performance infrastructure services at Facebook scale, using techniques that leverage real-time machine learning. By replacing hand-tuned heuristics with Spiral, they can optimize updated services in "minutes rather than in weeks!"

The post continued:

At Facebook, the pace of change is rapid.











Openpath Intros Next-Gen Access Control System

June 10, 2018

As everything in our lives has become smart; the phone, speaker, lights, cities, thermostats and doorbells, the reality is that pretty much everything needs to become intelligent to participate in the ecosystem of things and services. One area which has lagged however is building security.



This has now changed as Openpath has delivered a truly smart access control system. It's a unique next-generation solution that replaces legacy key card systems with one that uses mobile and cloud.



The good news is they do support encrypted key cards so workers can still use what they are comfortable with. 


James Segil (above), Openpath President & Cofounder explained in a telephone interview that their most unique feature is "Touch" (see video example below) which allows someone to keep their phone in their pocket or purse and simply "touch" the reader at the door to unlock it.












Nerdio ITaaS Helps Maximize MSP Profits

June 5, 2018

As customers continue to embrace cloud, MSPs and IT providers can look at the transition as an opportunity or a competitor.

One of the biggest challenges for MSPs is dealing with the increased cost of employees without being able to pass these costs on easily to customers. When benefits are factored in, increases can be 5-10+% each year.

One option is to hire less expensive workers but you get what you pay for many MSPs don't want the cheapest workers they can find servicing their customers.

Another way to handle the challenge is to automate but there is a limit to how much automation can be applied to installing servers and desktops.

This is where Nerdio comes in. They provide easy IT automation for managed service providers and their customers. Nerdio for Azure provides IT automation technology that delivers pricing, provisioning, management, and cost-optimization of hybrid and full IT environments on the Microsoft Cloud, allowing MSPs to build and rapidly grow their IT practices in Azure.

In a telephone interview, Nerdio CEO Vadim Vladimirskiy said, "Many MSPs are looking to add advanced cloud services to their offerings and find alternatives to continued investment in their own infrastructures.










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