March 2000
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Communications
Takes A Dive
BY RICH TEHRANI |
Go Right To:
Learn And Win
You Gotta See The Show |
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Recently I went on a vacation to the Island
of St. John in the U.S. Virgin Islands and decided along the way that this
trip would be the ideal place to learn how to become a certified SCUBA
diver. If you haven't taken the time to become certified as a PADI
Open Water Diver you may be surprised to know that you will spend
three days studying and swimming while getting used to your SCUBA
equipment and getting prepared to deal with life in an aquatic
environment.
For those of you with any interest in diving, I can't tell you how
incredible it is to be underwater with the beautiful sea-life. It is an
experience that I won't forget and want to repeat as soon as possible. An
octopus, two sharks, a stingray, and two large lobsters were only a few of
the creatures I saw during my underwater adventures.
Feeling Pressure
Something that intrigued me about diving was that pressure under water
is much greater than the pressure above ground. In fact, every 33 feet in
water depth is another atmosphere increase in pressure -- an atmosphere is
the amount of pressure at sea level. The increased pressure has an
interesting effect on the air spaces in your body such as the air in your
sinuses. Similar to when you fly, when you descend, you feel pressure in
your ears and must continually equalize by holding your nose and blowing
out, thus causing your internal pressure to be at equilibrium with the
pressure in the surrounding water. As you go deeper and the pressure
increases, you must constantly equalize or discontinue diving. It is
crucial to do this, or you may seriously injure yourself.
But responding to environmental pressure is not limited to SCUBA
diving. We as humans are constantly responding to environmental pressures
due to interaction with others, even on the job. I have noticed that many
companies in the communications space are also feeling the increased
pressure of competition caused by the Internet and the entrance of many
new players in the market, which heats up the competitive space. How
communications companies compensate or "equalize" determines
their health and how well they will adapt as the market pressure
increases.
Dealing With Pressure
I saw a good example of how companies equalize to meet competitive
pressure at a recent trade show I attended. A few of my fellow TMC team
members approached me and told me that I had to see one of the booths at
the show. I was told they had an incredible product that would blow me
away. Off I went to see the exhibitor in question.
I immediately recognized them as Cortelco Systems, a long-time provider
of call center products. Cortelco has been providing products for so long
that in my mind they were the ultimate legacy and proprietary call center
company. I prepared myself for 15 minutes of the same-old same-old.
Reaching "Equilibrium"
After a brief discussion at the booth, I realized that this company
has woken up and responded to environmental pressures. The first thing I
noticed was that their hardware consisted of racks of Crystal industrial
computers, some of the most widely used industrial PCs in the
communications market.
Cortelco has definitely altered their business plan, and the story goes
like this: in 1997 Cortelco began working on a Linux-based ACD system.
Recently this system began shipping, and Cortelco is touting it as being a
total CRM solution. Also, Cortelco recently changed its name to eOn (eoncc.com).
Of course, now that the company begins with an e (it could have just as
well began with an i or ended in .com) it was time for an IPO - which you
can expect soon.
eQueue 4000
eOn has just introduced two products. The first is the eQueue 4000 contact
center communications server, which functions as an ACD/PBX or virtual ACD,
allowing customer communications by phone, e-mail, VoIP, and Web callback.
An option allows for call recording as well.
What stands out in this product is that it uses redundant processors
(courtesy of Crystal) and allows you to manage and track e-mail and Web
contact as if they were phone transactions. The system can also respond to
e-mails with pre-defined response e-mails that can be customized by
agents. These e-mails can also be cross-referenced against a custom
database of words that you wouldn't want your agents to write to your
customers.
eNterprise 2000
eOon has also announced the eNterprise 2000, a Linux-based IP-PBX
based on the same technology and architecture of the eQueue 4000. This is
eOn's first Linux-based communications server targeting general business
applications. The kicker is that this system can accommodate up to 62 T-1s
and 2,000 total ports in a single system. We are talking about a serious
PBX killer here.
There are three reasons why the eNterprise 2000 could be a serious
threat to every other PBX vendor in existence. The first reason is of
course that it is based on Linux, an OS that has made a huge splash in the
computer market. The second is because this product is based on the same
platform as the larger ACD made by eOn. The biggest barrier to adoption of
PC-PBXs from the likes of Artisoft and AltiGen is that they must prove
that these systems are as reliable as products from Nortel and Lucent. eOn
has no such worries as it can simply point to the installation of the
eQueue 4000, which is based on the same platform and has been installed in
many mission-critical call centers. The final reason, and a clear sign
that Cortelco's proprietary past is far behind it, is that the eNterprise
2000 is fully upgradeable to the eQueue 4000, providing growing companies
with a migration path.
Take A Dive
To return to my SCUBA diving, I said earlier that the underwater world was
one of unbelievable beauty, and that I would like to repeat this diving
experience again as soon as possible. However, I also pointed out that,
unless one takes the proper precautions and learns the appropriate
techniques -such as equalizing pressure - diving can be dangerous as well.
The same can be said for what is happening in the communications
industry, and Cortelco's rebirth as eOn is a valuable example for us all.
They were fully aware of the beautiful (and rewarding) world out there in
the field of communications, but they were also aware that to explore that
world they would need to change, to adapt to the environment.
It may seem frightfully obvious, but SCUBA diving isn't like walking
around above ground. And in the same way, offering CRM and enhanced
solutions to your customers isn't the same as building a proprietary
switch. eOn is a perfect example of a company that is aware of this
difference between the old and the new, and that has taken the steps
necessary to reach "equilibrium" in this new environment.
If you are interested in learning more about eOn and their Linux-based
approach to communications and CRM, you can check them out at booth #932
at Communications Solutions
EXPO.
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Learn And Win
A few days before I wrote this column, I received an e-mail from my
friends at PakNetX telling me that
their company had been sold to Aspect
Communications. PakNetX invented the IP telephony ACD category, and
these pioneers deserve the financial rewards that come with a $55 million
takeover. This acquisition of course is the result of Aspect realizing
that they need to provide their customers with the latest call center
technology, and IP telephony is the future of all communications.
I welcome you to come to Communications
Solutions EXPO, April 26-28 at the Washington Convention Center in
our nation's capital, and ask Aspect about their plans for PakNetX and
multimedia ACDs in general. As Aspect is a leading vendor in the CRM
space, their plans for the future will dramatically influence the entire
CRM market. Aspect will also have their co-President Beatriz V. Infante
giving a keynote presentation on Thursday, April 27, and I'm sure
multimedia contact centers and CRM will be at the heart of her
presentation.
Convergence In The House
For those of you who have been to a past Communications Solutions EXPO
(formerly CTI EXPO), you know that the show is much more than call
centers and CRM -- it also consists of solutions aimed at increasing
corporate productivity (such as unified messaging applications) and
service provider products (such as Internet telephony gateways and
enhanced services platforms). An ongoing theme of every TMC event is the
third incarnation of TMC's ConvergeNET, a multivendor interoperable VoIP
network right on the show floor.
This on-site show network has quickly become the de facto industry
standard VoIP interoperability demonstration, and you can expect the
following companies and more to participate: Active Voice, Quiknet, Cisco,
Quintum, Elemedia, Lucent, Starvox, e-Voice, Tundo, GTE, Vsys, iFace.com,
Shelcad, Motorola, Net2Phone, Netrix, Aspect, Praxon, Picazo, and Nortel.
As a customer you need to guarantee that the VoIP products you buy
today interoperate with the products you need tomorrow. As such, you
should look for the ConvergeNET seal of interoperability before buying. If
you are an equipment supplier and are interested in demonstrating your
commitment to interoperability, please e-mail Hilary
Inman for more information.
More Ways To Win
For the fourth show in a row one lucky attendee who is present during
the second day of the show will win a shiny new car. In this case, it will
be a best selling Jeep Cherokee (sponsored by Cincom Systems) -- a vehicle
that any of us in the snow-covered Northeast would greatly appreciate
right now.
And there's more! The live attractions at Communications Solutions
EXPO are so popular and their topics are diverse: from learning centers on
ASPs and TAPI 3.0 to the Next-Gen Telco In A Booth, and we wanted to give
you an incentive to see all the latest communications technology in an
objective, no-hype setting.
What we came up with is Solutions Quest 2000 -- when you pick up your
attendee information packet in the registration area at the show, you will
be given a Solutions Quest 2000 entry card. Visit each attraction listed
on the card, and collect a stamp from each. After your card is full,
answer the questions on the form and drop it off in the entry bin, located
in the lower exhibit hall. Prizes include digital cameras, Handspring PDAs,
and more! The drawings will take place at about 4:15 p.m. local time in
the registration area on Friday, April 28, 2000. Please note, you must be
present to win!
I urge you to sign up for Communications Solutions EXPO for free
and save yourself the $50 on-site registration fee.
While you are there, please also make your hotel reservations, as the
local hotels tend to sell out quickly when Communications Solutions
EXPO comes to town. I hope to see you there.
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You Gotta See The
Show
Communications Solutions EXPO (formerly CTI EXPO) has something for
everyone who is interested in communications. Do you need a new PBX for
your growing business? Or what about PBX alternatives? Exhibiting vendors
who might have some answers for you include Artisoft, Buffalo
International, CellIT, e-Voice, Inter-Tel, Interactive Intelligence,
Nortel, and Praxon, among others. And while you're looking at PBX
alternatives, what about the applications that you might want to take advantage of: unified messaging, speech
recognition, IVR, support for SOHO workers, and so on? You might check out
the booths of Figment Technologies, InterVoiceBrite, MCK, Periphonics,
Sound Advantage, SpeechWorks, and Syntellect, plus a bevy of other
exhibitors who specialize in the business applications space.
Are you a developer looking for the latest components, app-gens, testing
tools, and software to put together your own communications solution? All
of these people will be at Communications Solutions EXPO, including
board vendors (Aculab, Amtelco, Natural MicroSystems), testing products
(Hammer), industrial PC mfgs. (Carlo Gavazzi, Crystal, I-Bus, ITOX), and
makers of app-gens (Envox).
Interested in the possibilities of IP telephony? Check out AudioCodes,
Brightware, Cisco, NxNetworks, Quicknet, and Shelcad, plus many, many
others who will be demonstrating products and interoperability on the show
floor.
CRM is a hot topic, and if you're responsible for handling customer
service, regardless of contact medium, you might want to check out
companies from Acxiom to Aspect, from eGain to eOn. Big names and relative
newcomers, they all will be demonstrating their CRM products and
philosophies at Communications Solutions EXPO.
And finally, what is there for service providers? Another hot topic, to be
sure, and you wouldn't want to miss the opportunity to meet with such
companies as Merlot, Phoenix Global Networks, Softel Telecommunications,
Tundo, and others, all of whom are building platforms aimed at the service
provider market.
For a complete list of exhibiting vendors, please check out the
Communications Solutions EXPO Web site. I'm sure you'll be convinced that there really is
something for everyone.
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