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

Speech Technologies

LicensingLive 2018 Live Blog #LLUS2018

November 13, 2018







For reference - check out the last LicensingLive Live Blog we wrote in 2016.

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It's 9:30 am PST Nov 13th in San Jose and we are about to get started! Check out some tweets we posted last night.


At @LicensingLive in #SanJose, @mktharakan explains the tremendous progress the company has made in #DynamicEntitlements allowing for flexible #SKUs across premise and cloud
#LLUS2018 #SaaS #cloud #DX #IoT #UI #UX #NFV #Licensing #virtualization @Gemalto @marcyclapp pic.twitter.com/rPagBSn63J

— Rich Tehrani @LicensingLive, Nov 12-13 #SanJose (@rtehrani) November 13, 2018

At @LicensingLive in #SanJose, Alan Deter says tomorrow, we will witness many case studies of success from companies transforming their software solutions for the future
#LLUS2018#SaaS#cloud#DX#IoT#UI#UX#NFV#Licensing#virtualization@Gemalto@marcyclapppic.twitter.com/xOHDs8iCOT

— Rich Tehrani @LicensingLive, Nov 12-13 #SanJose (@rtehrani) November 13, 2018





And we are off and running! Jamshed Kahn, VP of Marketing at Gemalto takes the stage!




"We help companies get more value of your software, regardless of the platform where you offer that software."

Jamshed sets the table on everything we will see today. 




Shlomo Weiss SVP Software Monetization at Gemalto takes the stage.

He began with a poll - 1/4 of the companies are selling software only - 10% sell hardware and 75% sell both.



Many companies know they want to get into new markets but the question is - what is the business value a company is offering.























Cloudonix Boosts its CPaaS Solution

November 5, 2018

CPaaS is an exciting space and Cloudonix is one of the growing players in the area, making it easier for developers to go-to-market and provide solutions for customers. As an interesting differentiator, the company espouses their support for smart devices, applications and web pages.

I recently met with Eric Klein at Astricon in Orlando, as a follow-up meeting we had earlier this year to the one at ITEXPO in Fort Lauderdale, Florida.

Some of the latest news from the company is a new ISO 27001 certification which aids in winning business from larger companies. 

In addition, Eric explained, many companies are happy about working with Cloudonix as they allow CPaaS functionality without per-minute, per-line, per-endpoint, per DID or transaction fees.

Customers buy blocks of 100 concurrent calls and add blocks as they grow.


Cloudonix supports almost 22,000 different smartphones and tablets. 












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

October 15, 2018





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 where we told you this:

And what they did for the bank was to help them take disparate solutions handling IVR, speech, complex routing algorithms, Websphere, java apps and more and integrate them more efficiently to dramatically improve customer satisfaction.

In 2013 we explained how the company is improving service levels, specifically at Franklin Templeton. In 2016 we had a video interview with the company explaining how Cyara helps their customers innovate faster.

VirtualPBX Invented the UCaaS Space. This is What They're Doing Now.

April 24, 2018



In 1997, years before Skype, Vonage and before Cisco discovered VoIP, VirtualPBX was invented. To say the company was early is an understatement. Hundreds or thousands of communications companies didn't make it through the various bubble bursts between then and now.

Now though, the company is facing intense pressure from well-funded competitors coming at them from numerous directions. Here is how they are differentiating.



In an exclusive interview with CEO Paul Hammond, we discussed the company's latest platform, Dash - three years old and shiny new.







How Nuance is Powering the Voice Economy

April 16, 2018

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 their homes with such devices.

All of this is great news for Nuance as they have been a leader in the voice recognition space for decades.

As this tech has evolved to become intelligent assistants, the company has invested in organic growth and acquisitions to stay ahead of the curve.

Speaking of acquisitions we remember when past ITEXPO keynoter Steve Wozniak mistakenly mentioned that Apple was going to purchase Nuance. Sometimes you can be correct but just early. This could be the case as Apple is failing in the Smart Speaker market with its overpriced HomePod. It may be forced to buy Nuance for its voice technology.





NewVoiceMedia Brings Salesforce AI into the Contact Center

April 7, 2018

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 batch processing meaning more rapid insights. In addition, built-in Einstein dashboards allow businesses to more easily analyze customer conversations which are automatically made available in Salesforce to unlock valuable insights across contact center and CRM data.

Conversation Analyzer uses speech-to-text to transcribe calls and deliver intelligent content categorization for actionable insights into the business. With built-in Einstein dashboards, businesses can refine how they boost their successes and manage challenges more efficiently, helping ensure every conversation is successful.





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.



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