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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

ITEXPO

Times Square Video

November 4, 2006

Web 2.0 meets VoIP and Call Center 2.0

October 27, 2006

If I have to say what the most interesting thing happening in the call center today it is call center 2.0 which like every other concept with a 2.0 moniker means many different things depending on who you are. For this article the definition of call center 2.0 is an application or service that takes advantage of web 2.0

In this case the seamless passing of information between applications and websites (one definition of web 2.0) creates the ultimate new tool for call centers.

SKY-click is a free call center solution which leverages the Skype client and turns this software into a call center solution that scales. It includes important features demanded in a professional solution such as time management, call dispatching, managing the availability of collaborators, missed call solution, feedback management as well as music on hold.

The integration into the corporation’s Web site allows for live human assistance by voice using VoIP, chat/IM and video. SKY-click PRO is available on salesforce.com’s AppExchange and can be run on existing hardware and software environment.

In addition to SKY-click Pro, SKY-click is launching SKIPI.







Aricent

October 26, 2006

As Zippy says quite well in this article, "Normally, when a new company makes its debut, Yours Truly will cross his fingers and wish good luck upon the company's uncertain future. That won't be necessary with Aricent, which comes out of the gate as a market leader in communications software, with 125 software products and already enjoying over $300 million in annual revenue."

I think Aricent who you may know as Hughes Software Systems or as part of Flextronics International is poised to do well. Although I haven't heard from them in a short while I know they have been active in PR and marketing during the telecom meltdown years and the reaction to the company at TMC's Internet Telephony events was favorable. I am looking forward to catching up with company execs and now seems like a great time.

Heading Home From Lisbon

October 26, 2006

It has been a wild week here in Lisbon at Dialogic Connections and there is so much going through my head. Will the new Dialogic be anything like the old one? Can it generate more interest in telecom? Will more companies be drawn to this market via the company's partner program?

Wine Tasting and Dinner at Dialogic Connections 2006

October 25, 2006

Dialogic Connections Wine Tasting Dinner Video

October 25, 2006

Dialogic Connections 2006 Analysis

October 25, 2006

Perhaps the most important takeaway from the Dialogic Connections event taking place this week in Lisbon, Portugal is that Nick Jensen the President and CEO of Dialogic has a strong vision for where the company is headed. Nick states emphatically that he hates to lose and says his partners need to share this feeling. I got to meet him last night at the first company event since Eicon Networks purchased Intel's media processing assets and formed the new Dialogic.

Nick spent some time talking about industry growth around the world and the most noteworthy is the fact that Asia/Pacific is growing quite rapidly and not just in percentages but in dollars. You need to take this market seriously as they are great partners and formidable competitors he stated.

Dialogic Connections First Morning

October 25, 2006

Skype Journal on ITEXPO

October 19, 2006

Phil Wolf over at Skype Journal proudly tells me his blog is for suits and geeks and while I may not have recalled the two in the exact order and perhaps my memory is not as photographic as I would like, that was the gist of what he told me. I get the feeling Phil has a knack for seeing trends quickly and this seems to be a skill bloggers have innately or hopefully develop over time.

One comment he has made since ITEXPO is the lack of Skype products on the show floor. He is right and I see this changing rapidly as generation Y starts to spend more money with companies.

Skype connectivity in call centers and throughout the enterprise will be essential.

I can see a world where Skype becomes the 800 number replacement. Not an 800 number replacement.





Net Neutrality – Who Gives a Sh&*^%$T?

October 19, 2006

Seriously people don’t care. Excuse the profanity but I can’t believe it. At the last ITEXPO I asked hundreds of people in the keynote how many people cared about net neutrality and out of somewhere around 500-700 people, 2 or 3 people raised their hands.

One would imagine anyone coming to a conference on IP communications/VoIP would know enough about the issue to have a strong opinion in favor of net neutrality.

This is not the case.

I am pretty dumbfounded. I would have guessed 20-30% would have raised their hands.

I have mentioned before that no one cared about net neutrality and my prior thoughts were based on the Alexa ranking of an associated site.







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