July 1999
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18 Years Of Progress BY
NADJI TEHRANI,
EDITOR IN CHIEF, EXECUTIVE GROUP PUBLISHER |
A chicken in every pot; a computer in every home...and I
say, a cutting-edge call center in every company that intends to stay ahead of the
competition and remain in business.
This 18th-year anniversary issue gives me a great opportunity to look back on our
history as well as forward to our future. Since June 1982, when this publication was
launched as Telemarketing magazine, our great call center industry has witnessed a
tremendous amount of growth, change and evolution. At that time, the call center industry
as we know it today literally did not exist, except for a handful of companies that were
either conducting market research or handling customer service and fulfillment by phone,
along with a very small number of companies doing sales support and lead prequalification
by phone. As such, Technology Marketing Corporation (TMC) is proud to have been
instrumental in the development of the call center industry. We are equally proud to own
the registered trademark for the name Telemarketing.
A Pioneering Effort
Given that there was no telemarketing industry to speak of in 1982, you may
wonder what drove me to launch a trade publication called Telemarketing. The answer is
simple: through my firsthand experience I learned that telemarketing worked and could be
of tremendous benefit to all businesses. Heres how:
Back in the late 70s, TMC published trade magazines for the chemical coatings
industry. One day I became disenchanted with the progress of our advertising sales
representatives who were traveling around the country selling face-to-face. That day, I
decided to pick up the phone just to see what I could do selling ads by phone. That was
the beginning of the foundation of the telemarketing industry in my mind. In just one
hour, I was able to sell five full ad pages, which was as much as my top field sales
representatives sold in a week. I repeated the process for four more days and by the end
of the week, I had sold 20 ad pages without incurring any costs for car allowances,
expense accounts, hotel and lodging, food, cabs, parking or airline tickets. I was so
excited I had discovered a gold mine, a way to produce far more sales in the
shortest possible time at a fraction of the cost. My vision led me to call this new
publication "Telemarketing
The Magazine of Electronic Marketing and
Communications" (see photo to the left). Incidentally, today we call the cutting-edge
method of conducting business: electronic commerce; e-commerce; electronic marketing;
e-business, etc., so our subtitle wasnt too far off the mark. But back then, we knew
we had a rough road ahead. Here we had a fledgling, barely existing industry and no idea
where the next article would come from. As an entrepreneur who normally does not think
beyond tomorrow, we took the plunge and launched Telemarketing magazine. And
sure
enough, after the second issue, Linda Driscoll, our esteemed editor (whom, by the way, we
are proud to say continues to serve Technology Marketing Corporation as vice president and
editorial director of C@LL CENTER Solutions magazine), came to me and informed me,
"Mr. Tehrani, I am sorry, but we have nothing more to write about." In search of
finding something new to write about, my investigation took me to the offices of Mr. John
Wyman, vice president of Marketing at AT&T at that time, to ask him for his
assistance. He agreed to assist us under one condition, and that was that we must maintain
the editorial integrity of this publication. Those of you who have been subscribers since
1982 will hopefully agree that it is precisely what we have done, especially as the
quantity of editorial with great substance began to increase in the ensuing years.
Technological Evolution And The Dawn Of A New Era
It has been amazing and thrilling to watch the technological development of our
industry by being in a position where we have been among the first to learn of every new
breakthrough. We have seen the use of 3x5 cards and rotary telephones evolve to
push-button telephones to integrated contact management software and automated dialing to
Web-enabled call centers. Perhaps the latest evolution in the call center began in the mid
90s with the introduction of the universal agent concept and the technologies that
enable TSRs and CSRs to conduct inbound and outbound calls with equal efficiency. Then
came the necessity for greater customer service, customer retention and what is now known
as CRM or customer relationship management none of which would have reached such
extraordinary heights without the appropriate use of cutting-edge technology such as CTI
and Internet telephony. These powerful technologies uniquely lend themselves to far
greater customer service and efficiency. They also offer significantly enhanced value,
operability and multifunctionality in the call center. And today, with technologies that
integrate the call center with the Internet, as well as the latest networking
technologies, we can interact with customers in ways never before dreamed possible.
Our Own Progress Has Mirrored The Industry
As the industry has grown, so have our efforts to serve its needs. From our
vantage point as the leading publisher in the industry, we have been able to identify the
most important topics and develop new products that deliver complete information on those
subject areas. In addition to C@LL CENTER Solutions, TMC also publishes CTI magazine and
INTERNET TELEPHONY magazine, as well as Web site products such as TMCnet.com. We also produce two trade shows: CTI
EXPO, which is held in the spring and fall (the next event is from December
7-9, 1999 in Las Vegas, Nevada), and Internet Telephony Expo,
which will be held October 6-8, 1999 in San Diego, California at the
Hotel Del Coronado. Each of these products is dedicated to bringing corporate America the
best-quality information on the fastest-growing, cutting-edge technologies for use in call
centers or enterprisewide.
CellIT Deserves Recognition
At the recently held CTI EXPO Spring convention May 24-25 in Washington, D.C., the CellIT
company unveiled its spectacular new technology that offers far superior performance and
portability of call centers. Like such major vendors as Microsoft, Lucent Technologies,
Cisco Systems, IBM and others, to name a few, the CellIT booth at CTI EXPO drew one of the
largest crowds ever seen at any computer-telephony convention. Perhaps the best
description of what happened at CTI EXPO was given to us by Alexander Tellez, president
and CEO at CellIT:
"CTI EXPO generated five times more qualified sales leads than any other show we have
ever exhibited at. We cherish our relationship with the CTI EXPO sponsors and look forward
to a long relationship with TMC."
The Honest Publisher
A few weeks ago, when I visited a call center convention held in France, I
discovered a French publication focused on call centers. Upon meeting its publisher, I
asked him how he started the publication. He was honest in his reply and stated, "We
paid to subscribe to all of your publications and, knowing that all of them are the
leading source of information in the industry, we essentially reproduced the knowledge we
gained from your magazines and adapted it to the French needs." When I heard this, I
asked myself, so what else is new? Everyone else in the United States and many countries I
have visited do exactly the same thing. At least the French publisher was very honest
about it and gave us the credit! As the French say, "Cest la vie."
Sincerely,
Nadji Tehrani
Executive Group Publisher
Editor-in-Chief
ntehrani@tmcnet.com
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CTI Flies
High At Expo
Exhibitors Thrilled With Turnout At Washington ShowBY
EVAN BASS, CTI NEWS
(Editors Note: This story, written by Evan Bass, first appeared June 1 in CTI
News, a newsletter produced twice a month by Phillips Business Information, a subsidiary
of Phillips Publishing. Mr. Bass can be contacted at 301-340-7788.)
WASHINGTON Lackluster convention attendance and sagging financial results from
core CTI companies have left the recent impression that computer telephony may be ahead of
its time.
But if general impressions at CTI EXPO at the Washington Convention Center May 24-26
were any indication, the reports of CTIs demise may be greatly exaggerated.
A sampling of show floor exhibitors was unanimous in saying there was much more traffic
and more enthusiasm at this show than at CT Expo in Los Angeles in March.
"The traffic here is of a higher quality than weve seen at earlier shows
this year," said Gary G. Smith, corporate vice president of sales for Roswell,
Georgia-based Syntellect. "Were optimistic that the pressure from Y2K is behind
these people. Now theyre getting back to managing call centers. I did not see that
in March at the Computer Telephony show only because there was nobody there."
"Its been a great show, we went to CTI EXPO in San Jose in the fall and it
was not nearly as crowded as this," said Theresa VanLaeken, senior product manager
for Cincinnati-based Cincom Systems Inc.
Several exhibitors commented that attendees seemed more educated about CTI technology
than before.
"We did a presentation at 8:30 in the morning [on May 26] and I didnt think
anybody would show up," said Peter B. Keenan, vice president of sales for Cambridge,
Massachusetts-based Artisoft. "We had over 60 people show up and I couldnt get
them out of the room. They were asking excellent, intelligent questions."
Christopher B. Ward, director of marketing communications for Framingham,
Massachusetts-based Natural MicroSystems, heard questions from those seeking a broad
education on voice over IP to those trying to nail down specific differences between fax
machines.
Questions about Compact PCI came up with just about every customer Ward spoke to,
regardless of the application area. High-density fax was another hot topic.
"Theyre all looking at getting more robust platforms whether its
enhanced services in the network or enterprise infrastructure systems," Ward said.
"Theyre very interested in the hot swap capabilities of Compact PCI and the
higher reliability."
Customers seeking options and more options was what kept Gary Smith busy.
"They want open, standards-based equipment, they dont want
proprietary," Smith said. "They want to continue to reduce costs in the customer
service area. They want to offer other means of communications to their customers, and the
caveat is that they can make money by doing that. I think weve seen the bottoming
out of cost reduction in the call center based on providing self-service options and Web
options. What were hearing back from our markets is they want to provide more
Internet applications to their customers."
Unified messaging wasnt exactly burning up the show floor.
"Customers ask about it, but Im not 100 percent sure they really understand
what theyre asking about," said Tony Jazayeri, CTI product specialist for
Bohemia, New York-based Periphonics Corp. "Its just a buzzword thats
running through the industry. They really dont understand what the ability of
unified messaging is and what benefit its going to give them."
A sizable number of customers were looking for products for small call centers of about
25 to 50 seats, Jazayeri said.
"Products from the big companies like Lucent and Nortel are not affordable for
small call centers," Jazayeri said. "And a lot of small call centers need the
total solution IVR, ACD, CTI."
VanLaeken and Kelly Bevan, vice president of global marketing for Milpitas,
California-based EasyPhone, both said Internet-related products were items of great
customer interest.
"The Web is always a big topic, but weve found a lot of overall interest in
the inbound products and the outbound products, like predictive dialing," said
VanLaeken.
The PC-PBX market has been on fire, said Brian Strachman, analyst with Cahners
In-Stat Group. He expects to have a market forecast report on the subject by the end of
June.
"The small switch that runs off usually an NT, sometimes other operating systems,
is very feature-rich with lots of CTI applications," Strachman said. "Last year
there were three or four companies producing it. This year Im counting more than 30.
Half of them just started shipping."
(Kelly Bevan, EasyPhone, (408) 965-1780; Tony
Jazayeri, Periphonics, (972) 997-7291; Peter B. Keenan, Artisoft, (617) 354-0600, ext.
222; Gary G. Smith, Syntellect, (770) 587-0700, ext. 7580; Brian Strachman, Cahners
In-Stat, (602) 483-4454; Theresa VanLaeken, Cincom Systems, (703) 467-9797; Christopher B.
Ward, Natural MicroSystems, (508) 271-1243.)
Nadji Tehrani
Executive Group Publisher
Editor-in-Chief
ntehrani@tmcnet.com |
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