Hi-Def Call Recording, Network Call Recording, Salesforce.com Results, Social CRM

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David Sims
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Hi-Def Call Recording, Network Call Recording, Salesforce.com Results, Social CRM

MiaRec, a global vendor of Call Recording and Workforce Optimization products, has announced the release of high definition call recording.

A call recording and monitoring product, MiaRec supports the G.722 wideband codec, which “assures better compatibility with Polycom’s high definition IP phones, Cisco, Avaya, Grandstream and other IP phones, which support wideband codecs,” company officials say.

Now as company officials say, of course there are a lot of benefits of VoIP telephony, noting “the most obvious one is cost. But does low cost always mean low quality?” It’s a good question.

With the G.722 codec, according to MiaRec officials, “the answer is absolutely not. HD VoIP telephony is a completely new level not only of VoIP telephony but of the world of communication in general. G.722 codec now enables VoIP conversations to be even clearer than traditional digital line/PSTN calls.”

So that’s throwing down the gauntlet -- No, not only are we low quality, we’re better quality than PSTN calls. Take that.

Read more here.

At the recently-concluded ITEXPO East 2011 in Miami, TMC’s Juliana Kenny had a chance to interview Lance Olsen, co-founder of SIPfish.

The company makes an appliance that sits on your network and records your calls, Olsen explained, “and grabs all the calls you need. It’s totally out of band, totally passive, so you don’t have to worry about hitting your PBX with resources, you don’t have to worry about it going down, no matter what happens to the server your calls still go through.”

Olsen gives a demonstration on the video. “It’s a totally Web-based interface,” he noted, adding that “everything is integrated on our box. The storage is there, the Web server is there, everything is there so you don’t have to worry about maintaining it in any way, it’s totally self-contained.”

One thing their clients really like, Olsen said, is if you’re interested in communicating with other people about your calls, that’s why you’re in this business, your calls are valuable to you, and you want to be able to communicate, you can do that in a couple of different ways. You can star a call, leave a note on a call,” he said, demonstrating via the call database on the computer screen.

Read more here.

Salesforce.com has announced results for its fiscal fourth quarter and full fiscal year ended January 31, 2011, disclosing total Q4 revenue of $457 million, an increase of 29 percent on a year-over-year basis.

Subscription and support revenues were $429 million, an increase of 31 percent on a year-over-year basis. Professional services and other revenues were $28 million, an increase of 6 percent on a year-over-year basis.

“Our current outlook puts Salesforce.com on track to be the first enterprise cloud computing company to report more than $2 billion in revenue,” said Marc Benioff, chairman and CEO salesforce.com. “While it took us a decade to achieve our first billion dollars, we anticipate reaching $2 billion just three years later.”

For the full fiscal year 2011, the company reported revenue of $1.657 billion, an increase of 27 percent from the prior year. Subscription and support revenues were $1.551 billion, an increase of 28 percent on a year-over-year basis. Professional services and other revenues were $106 million, an increase of 10 percent on a year-over-year basis.

Last week TMC’s Juliana Kenny wrote that Salesforce.com and Wiel Brien, a real estate company, revealed the success of Wiel Brien’s Home Affordable Again program through the usage of Salesforce’s Cloud 2 technologies.

Read more here.

Jennifer Roberts, a marketing and content strategist for Collective Intellect, a social media analytics company, notes that a recent post on Wim Rapen’s blog the other day, titled “Social CRM – What Relationships Should You Care For, And Why?” set her thinking.

As Rapen argues, “the way we look at Social CRM today puts companies very much in the center of the relationship with the customer,” Robert said, adding “I think he has a valid point but what I thought was truly insightful was his emphasis on the way knowledge flows through a customer’s network.”

Accoring to Rapen -- “for companies, at least,” Robert notes -- the emphasis should be less about managing the relationship and more about the flow of knowledge of information.

“I don’t claim to know what Social CRM solution perspective is most effective,” she says. “I think depending on the outcomes an organization is looking to achieve, their approach may vary considerably across industries. But I think it’s an interesting point to consider -- using knowledge and expertise as the foundation for an engagement.”

Looking at things from this perspective, Roberts says, the most likely path for success is found in an organization’s “ability to aggregate and filter conversations for common problems and solutions from across social media platforms. They can then build a repository of tried and tested, accurate methods for solving problems, optimizing products or identifying resources for more information.”

Read more here.



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