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Rich Tehrani
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Speech Technologies

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.

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. 

Mitel Analyst Day 2018 Live Blog

February 26, 2018

We will be blogging away bright and early in the AM, tomorrow, Feb. 27, 2018 but for now congrats to the Mitel team for inking this deal with the MLB. Mitel gear will be in every dugout and bullpen as the season begins March 29th!

Also follow my tweets at @rtehrani.

8:00 am Feb 27th, 2018

CEO Rich McBee takes the stage and immediately discusses the MLB deal - they will be at every event up to the World Series. The new theme is Make the Right Call.

We sold the mobile division and purchased two companies focusing on UC&C - especially cloud migration. Accelerated UCaaS strategy.

How ITEXPO Has Transformed into THE Communications Event

January 19, 2017

Recently, we have had a great deal of feedback from attendees commenting that ITEXPO in Florida (Yes, Florida, in February – and airfares are literally dirt cheap) has evolved to become THE communications event – for the Americas and beyond. We are humbled by the comments but the credit goes to my team who tirelessly looks to improve each event with fresh new content.

An analyst told me once that the show is so full of information that you run around like a chicken with your head cut off, except he said it Yiddish which made it sound more exotic.

I wasn’t sure at the time if it was a compliment but in a way it is the testament that the show has so much important information that you really need a team to cover it all.

Mobilize Hopes to Boost Contact Center ROI

December 12, 2016

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 the last decade and now the advent of intelligent agents or bots. While automated agents are available in a number of forms, ERICA from Mobilize is designed to be something new, different and more evolved.

Consider it to be an object-oriented IVR solution allowing rapid customization of the IVR without direct programming. Their Agent Maker software is supposed to be the solution to complex development needs.

2017 Predictions From Rich Tehrani

December 9, 2016

Without further ado, here are my predictions for the new year!!! What do you think? 


  1. We will see major financial problems begin to take shape at hardware companies without a solid cloud strategy.
  2. Trump’s new offshore tax rules will bring a flood of cash to tech companies – much of this will be shared via dividends and buybacks but it will also find its way into M&A as well as new product development.
  3. Smart factories with low cost energy will make the US a major force in manufacturing but this prediction will need to take 10 years to play out and thanks to IoT and robotics, the factory of tomorrow will need 1/10th the workers of today.
  4. Chinese cell phone provider Huawei or Xiaomi will become a serious thorn in the side of Samsung – producing low cost phones for hundreds less than the Korean maker and selling them in large numbers outside China.

The Challenge for Samsung In Years Ahead

October 31, 2016

Samsung has impressed many with its products over the years. Their innovation in processors, memory and screen technology is the envy of many in the tech world. The latest Galaxy Note 7 battery issue however is an example of a minor tech issue turned into a full-blown crisis.

Sadly, a phone which was hailed as virtually perfect went from top of the world to bottom in a matter of weeks.

Today's battery technology is dangerous - it just is.

API of the Week: Use Flowroute to Access the Multibillion Dollar Telecom API Space

May 18, 2016

Flowroute is one of the companies in technology that “gets it” when it comes to APIs. Yes, I know APIs aren’t new… Us developers have been using them and function calls since programming progressed beyond punch cards. It’s for this reason, some underestimate how much is happening in this area of technology. They may not realize just how much opportunity there is in opening up your platform to the world of developers and becoming the hub at the center of a thriving mini-economy you help create and foster.

The company had also sent me this email and it is so powerful, it literally took my breath away.

Dialogic Plunges into Apps with PowerVille

February 9, 2016

By technology standards, Dialogic is a veteran – having been established in 1983, the company has supplied communications infrastructure used by carriers, enterprises and developers for many, many decades. The New Jersey company enjoyed the benefit of providing solutions which could be paid for by arbitrage. In the late eighties and nineties, Dialogic boards allowed companies to build computer-telephony solutions which used off-the-shelf computers to compete with custom-built hardware solutions from manufacturers of telecom equipment. Even though Dialogic boards were not cheap, solutions based on their products cost far less than alternatives on the market thanks to the ability to leverage PCs and servers.

VoiceBase Insights Unveils the Dawn of Big Voice

January 19, 2016

Twenty-five percent of people won’t make a call on their cell phones this week, just another data point which reinforces the perception that voice is diminishing in value. In my numerous conversations with Jay Blazensky, Co-founder & Chief Revenue Officer of VoiceBase, I couldn’t help but think of how this perception is totally misguided. Why? His company is where voice meets cloud and machine learning.

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