Transcript State Of The Industry – Rich Tehrani – President – TMC – www.tmcnet.com TMC  33 Year Old Publishing And Trade Show Company  First Magazine in.

State Of The Industry
– Rich Tehrani
– President
– TMC
– www.tmcnet.com
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TMC
 33 Year Old Publishing And Trade
Show Company
 First Magazine in Contact Center
and VoIP Space
 TMCnet.com in top 6,700 sites in
World
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Your Future is VoIP
 What is it?
 Regular Voice
Voice
Voice
 Voice over IP
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Where Did it Come From?
 Hobbyist Toy
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The Terms
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Internet Telephony
IP: Internet Protocol
IP Telephony
VoIP: Not Really Fax or Video
But Doesn’t Matter
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Obvious Benefit:
Cost Savings
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
Consumers
Enterprise
Service Providers
Contact Centers
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More Benefits:
Contact Centers
 Remote Agents
 Distributed Contact Centers
 Offshoring – Indirect Cost
Savings
 Single Wire – Easier
Management
 Knowledge Workers
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Other Benefits?
 Presence
 Less Equipment
 Browser-Based Phones
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When? Today – Really, I am
Not Kidding. Seriously...
IP Telephony is Telephony
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Now the Safe Choice
Anything Else is Legacy
No Vendor Left Behind
No Service Provider Left Behind
No Cable Company Left Behind
No Wireless Provider Left
Behind
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How Does Business
Benefit?
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Seamless Connectivity
Virtual Enterprise
Easy Video
New Services
More Flexibility
Wireless Benefits – Soft Client
or Phone
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Case Study: Retail
 Customer Calls to ask About Holiday
Hours
 Sales Clerk is Doing Inventory on
PDA
 Call is Transmitted to PDA via WiFi
Telephony from PBX/ACD
 CRM Data is Transmitted as Well
 Clerk Sees That Customer Likes to
Own the Latest Shoes and Mentions
the new Shipment that Came in
 Customer Must Have Latest Shoes –
Sale is Made
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More Business Benefits:
Hosting Becomes Easy
 VoIP Allows Agents and Host to
be Anywhere – Saves $
 Allows Distributed Contact
Center and Flexible Business
Growth
 Reduces Capital Expenditures
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New Business Ideas
 Video Kiosks
 Call-Me Buttons
 Better Sound – Headset Vendors
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Standards
 H.323 – Video
 SIP
– Intelligent Endpoints
– Can Register Dynamically Like
E-mail
– Signaling and Media Paths are
Independent
– Presence Built in
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Where Do I Start?
 Every New Technology Has
Important Nuances
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Heed Warning Signs
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Heed Warning Signs
Security
Bandwidth
Issues
Find
QoS
Solid Vendors
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One Step at a Time
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You Can Migrate To IP
Some Agents
Remote Agents
Soft Clients
Not All Or Nothing
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Cleanse Palette
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The Future Of
Communications
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Can’t Live Without it
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Is Stressful
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Voice Contact
Cell Phone
Office Phone
VoIP
Home Phone
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Voice Contact
Cell Phone
Office Phone
Secretary
VoIP
Home Phone
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E-mail Contact
Secretary
Office E-mail
IM
Gmail
SMS
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Typical Situation
Customer
Boss Calls
Lose Customer
Take Call
Chicken or Fish
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Mass Confusion
VoIP
Productivity Boosting
Converged Applications
Communications Software
Mobility Solutions
Real-Time Communications
This Won’t Solve Anything
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What Are We Doing?
We Need
To Get
Rid Of
ARROWS!!!!!
These Pesky
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Just In Time Manufacturing
Customer
Company
Component Maker
Supplier
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Just In Time Communications
Friend
Take Boss Call
Customer Call
Customer
Boss
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Just In Time Communications
This Term
Technology!
Is Really
The Real Reason
We Purchase
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Technology Changes
Solutions Last
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Where Are We Headed?
 Incredibly Flexible
Communications
– Find Me – Follow Me
 WiFi Telephony – Video
 Linux Telephony
 Ambient Telephony
 Person Not Device
 Presence Genius
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Presence Genius
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
Do I Know You?
DND
Polite Rejection
Minimize Interruption
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Processes More Important
Than Technology
 Start Automating Interactions
 Stop Bouncing Callers Around
 Seamlessly Share Customer
Data Between Employees &
Departments
 Give Road Warriors The
Weapons They Need
 Presence Is Now
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Don’t Let JITC Pass You By
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The End
– Thank You For Attending And Listening And
– Thank You Interactive Intelligence/Vonexus For
Inviting Me!
– WWW.TMCNET.COM
– Blog: tehrani.com
» Rich Tehrani
» President
» TMC
» [email protected]
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