Where are you on the Technology Continuum? Are you a 1, 2, or 3?

Posted by Chris Dellen

Aug23

How do you know whether to buy the most expensive cutting edge technology… or, less expensive, slightly outdated technology? Do you have answer for your organization?

I just received a call from a friend in need of a significant technology upgrade for his business. Like a majority of people in his situation, he has made several calls and seen several vendor presentations… However, he has missed one critically important step… he doesn’t know where he should fall on the technology continuum or why? Translated, he doesn’t know if he needs to make technology a serious priority (priority = amount of money invested) at his organization or if there are other areas where money would be better spent.

If you are responsible for making technology investments for your firm, you must have a complete understanding on where your true priority is. There are three things that you need to think about to determine the level of priority that is placed on technology at your companty…

There are three things that can help you determine if you are a 1, 2, or 3 on the technology continuum.

- Your Customer’s Expectations

- Your Competitive Advantage

- Your Competition

Customer’s Expectations: Delivering on your customer’s expectations is critical to your long-term success or failure… Can you define what your customer’s expectations are in 15 words or less? Are you prioritizing your technology investments around your customer’s expectations?

If you are a small bakery, your customers might expect your bread to be deliciously amazing every time they take a bite. To deliver on that expectation you will make a level 3 investment in your cooking technology and ingredients before you will in a highly sophisticated Customer Relationship Management solution. If you sale disgusting bread, no CRM system in the world is going to save you…

On the other hand, if you are a hospital, your customer’s expectation is to get well soon… A critical piece of that equation is the communication infrastructure that makes it possible for nurses, doctors, and technicians to collaborate and communicate and solve patient problems. Meeting those customer expectations could require a technology investment that needs level 3 commitment.

I’m going to ask… Are you matching your customer’s expectations to your area of technology priority?

Your Competitive Advantage: The level of technology investments that you make should directly align with your competitive advantage.

If your competitive advantage is being the lowest cost provider in your field, then making a level 3 investment in technology that does not help you maintain your low cost market leadership will undermine your competitive advantage.

You might ask, well Walmart has a technology infrastructure that rivals most governments AND they also boast the lowest price? What’s going on? For Walmart, the key is investing in technologies that lower the cost to bring merchandise to market. That involves having one of the most sophisticated distribution technology infrastructures on the planet. At Walmart, anything that doesn’t lower the cost to their customer’s gets a level 1 investment.

So, at your business, it’s critically important to align technology investments with your competitive advantage.

Your Competition: If you have already aligned technology investments with your customer’s expectations and your competitive advantage, you are ahead of most. The key is keeping your eye on the technology horizon for disruptive technologies that could either:

1) Transform your customer’s experience (even if your customers don’t know what that is yet)

2) Overturn your industry.

To be ready, you have to continuously innovative and seek out technology innovations that solve your customers problems AND align with your competitive advantage.

So, are you a 1,2, or 3?

Are you investing in the things that truly delight your customers?

Posted by Chris Dellen

Aug4

I recently traveled to the windy city on an overnight business trip. After I checked into my hotel room I was astonished to discover that the room had unique breath mints that were designed to match the trendy hand soap. As a marketer, I appreciate the time and detailed effort that goes into building brand equity and the thought behind delighting customers. I was amazed. They had gone above and beyond what I expected from my hotel room… or so I thought…

You see, I had been told that the internet was free to the Hotel’s patrons when I checked in. Well, when I logged on, the hotel’s WiFi sign-on screen told me that there would be a $10 fee charged to my room. Slightly perturbed, I picked up the phone to call the front desk to find out if I had to pay or not. It rang, and rang, and rang… for a very – very long time. Finally, someone picked up the phone with a disgusted sounding voice and asked me what I needed… I asked about the WiFi cost and was told that any fees would be refunded. So, then I proceeded to log on, which was successful. Then I went up to the floor that the conference was being held on and opened up my laptop only to find out that the table I was sitting at didn’t have and WiFi coverage…

The point is, even though they had marvelous breath mints, the hotel miserably failed to deliver on the two things that mattered most to me, prompt service from their staff and the WiFi that I needed to take care of business.

Are you investing in the things that truly delight your customers?

Zappos’s 7 ways to Achieve Remarkable Call Center Customer Service

Posted by Chris Dellen

Jul19

I was leafing through the pages of the latest Harvard Business Review the other day and caught a glimpse of an article by Tony Hsieh, the CEO of Zappos on going to extremes for customers. In case you haven’t heard, Zappos’ remarkable reputation for extreme customer service has been key in taking in from 1.6M in revenue in 2000 to 1.2B in 2009, yes, that’s Billion with a “B”. Oh, and by the way, it’s harder to get a job at Zappos than it is to be accepted into Harvard University!

How has Zappos accomplished this? Well, in the article, Tony shared his 7 Secrets of creating exceptional customer service in their call center:

1. Make customer service a priority for the whole company. It’s not just a department

2. Empower your customer service reps. Rarely should they have to escalate a customer’s issue to a supervisor.

3. Fire customers who are insatiable or abuse your employees.

4. Don’t measure call times, don’t upsell, and don’t use scripts.

5. Don’t hide your phone number. you want to talk to customers.

6. View the cost of handling customer’s calls as an investment in marketing, not an expense.

7. Celebrate great service by telling exceptional stories to the entire company.

“There’s a lot of buzz these days about social media and ‘integration marketing.’ Our belief is that as unsexy and low-tech as it may sound, the telephone is one of the best branding devices out there. You have the customer’s undivided attention for five or 10 minutes, and if you get the interaction right, the customer remembers the experience for a very long time and tells his or her friends about it.” ¹

¹ Tony Hsieh, “Zappos’s CEO on Going to Extremes for Customers,” Harvard Business Review (2010): 41.

Interaction Process Automation (IPA)

Posted by Chris Dellen

Jun28

One of our long-time partners, Interactive Intelligence (ININ), has added some new, industry changing capabilities to their world-class communication platform. It’s called Interaction Process Automation (IPA). For those of you who aren’t familiar with Interactive Intelligence, they have developed a highly sophisticated communication platform that call centers and enterprises rely on for their complex communication needs. Up to this point, ININ has completely focused on communications (phone, e-mail, sms, web chat, etc…) Now, they have taken it a step further with Interaction Process Automation.

To understand what IPA does, it’s important to grasp what a business process is. Imagine the process of on-boarding a new employee. Once the new hire signs their contract, a series of things need to happen in order for that new employee to start earning his paycheck. The new worker needs to have an office assigned, a computer programmed, a phone set up, an email account created on the domain, company policy explained, a keycard, a benefits package selected and the list goes on and on and on.

What does IPA do? Well, the video below will do a better job explaining it than I could. But, in a nutshell, it routes and automates routine business processes, making them more efficient and actually measurable.

Think of how efficient your own organization is at its core business processes? For many, just getting a computer assigned to a new hire is harder than breaking into Fort Knox. The truth is, there is a world of opportunity at our organization’s fingertips and ININ’s IPA can add a level of accountability and efficiency to our business processes that wasn’t available before.

Here is a video that was produced by Interactive Intelligence that goes into greater detail on the benefits of IPA:

Creating an IT Vision…

Posted by Chris Dellen

Jun2

Why vision isn’t a four-letter word BUT your most valuable tool for achieving IT success.

I was reading the book The Leadership Challenge by Kouzes & Posner the other evening and happened on a particular chapter that resonated with me, it was on vision. Yes, vision.

It is a word that causes many to quiver. If you don’t believe me, take out a piece of paper and write down what you believe your organization’s vision is in 35 words or less. Then, if you are really brave (or naïve), go ask your manager to do the same and then compare notes. If your manager can articulate a vision (nine times out of ten they won’t – that statistic was determined through the completely unscientific method of asking 20 of my peers if they could articulate a vision for their organization) then I’ll bet my lucky penny that your vision doesn’t match your managers.

Here is the opportunity for IT.

Vision is critically important if you are in IT. Technology is being revolutionized at a logarithmic rate (yes, even marketers like me can get a little geeky)… in fact, it’s evolving at a faster pace then just about everything else (if you exclude legislation). If you don’t have a vision for your IT department, you won’t be able to execute in the long run. And, since technology can be one of the greatest points of differentiation over your competitors, your organization depends on YOU getting it right.

If you are in IT and don’t have a vision for your department, it’s time to get started and set an example for the rest of the organization.

If you don’t know where to begin in creating your IT vision, Kouzes & Posner have a few suggestions and questions that will help you start uncovering it.

Imagine the Possibilities: “The greatest achievement of the human brain is its ability to imagine objects and episodes that do not exist… The human brain is an ‘anticipation machine,’ and ‘making future’ is the most important thing it does. –Daniel Gilbert. Start imagining!

Reflect on the Past: Research reveals that if we look to our past before we look to the future, we will actually be able to visualize farther into the future (the Janus Effect).

Attend to the Present: You have to think strategically first before you think tactically. Outline the over encompassing plan before digging into the details.

Prospect the future: “Leaders need to spend a considerable time reading about, thinking about, and talking about the long term view. Not only for their specific organization, but also for the environment in which they operate.” (Kouzes & Posner)

Feel Your Passion: It ain’t enough to know it, you have got to believe it with every part of your soul…

Find a Common Purpose: It’s not enough for you to believe it with every part of your soul… so does everyone else. If they don’t, it won’t happen, period.

Listen Deeply to Others: One of the most important steps in uncovering what the common purpose really is.

Determine what’s meaningful to Others: Kouzes & Posner mention four things that make employee work meaningful:

1) A chance to be tested, to make it on one’s own

2) A chance to take part in a social experiment

3) A chance to do something good

4) A chance to change the way things are done

Make it a cause for commitment: This pretty much sums it up. “People commit to causes, not to plans” (Kouzes & Posner)

Be forward looking in Times of Rapid Change: IT is changing at an unprecedented pace; don’t forget to look beyond your present situation. That is really the essence of a vision.

If you take the time to develop an IT vision for your organization, then you will set your organization up to go places that it didn’t think was possible.

CPI Named One of Indiana’s Best Places To Work 2010

Posted by Chris Dellen

May7

May 6, 2010 – Companies with strong workplace practices – rooted in respect, teamwork and good communication – were recognized tonight at the Indiana Roof Ballroom as the Indiana Chamber unveiled rankings for the 70 companies from throughout the state that made the 2010 Best Places to Work in Indiana list (which was released February 22).

The program honors the top companies in the state, as determined through employer reports and comprehensive employee surveys. Winners were selected from two categories: small to medium-sized companies of between 25 and 249 employees (in Indiana or total nationally if there is a parent company) and large-sized companies consisting of 250 or more employees (in Indiana or total nationally if there is a parent company). Out-of-state parent companies were eligible to participate if at least 25 full-time employees are in Indiana.

CPI was ranked #26 in the Best Places to Work in Indiana list and is proud to be honored with this distinction. And, on a personal note, I am grateful to have the opportunity to be a part of this organization.

Our Partners: In addition, one of the things that makes our company truly great is working with world-class clients and partners. As a tribute to them, they are included below.

Pictures of the Event our posted on CPI’s Facebook page: CPI’s Facebook

Cliff Arellano - President and Founder of CPI


#3 (large category) Exact Target Industry: Exact Target is a leading global provider of on-demand e-mail and one-to-one marketing solutions. Its software as a service technology provides organizations a single platform to connect with customers via e-mail, text messaging, voice messaging, landing pages and social media Web site: www.exacttarget.com
Exact Target	Exact Target

# 16 (large category) Interactive Intelligence Industry: Interactive Intelligence is a global provider of unifed IP business communications solutions, providing the most innovative contact center and IP telephony products and services available. Our product line helps business more rapidly respond to change, while reducing the cost and complexity associated with managing interactions. Web site: www.inin.com
Interactive Intelligence	Interactive Intelligence

#19 (large category) Aprimo Inc. Aprimo’s leading marketing software solutions help marketers increase efficiency and effectiveness of marketing organizations. improve time to market of integrated online and offline marketing campaigns; and deliver increased visibility on marketing spend, results and value of marketing. Web site: www.aprimo.com
Aprimo	Aprimo

#19 (small/medium category) International Medical Group, Inc. Industry: IMG is a managing general underwriter, marketing and administrative company offering health, life, travel and indemnity insurance to the international community. Our product portfolio has enabled us to serve over a million clients worldwide. Web site: www.imglobal.com
International Medical Group	International Medical Group

#22 (large category) AIT Laboratories In 1990, Michael A. Evans, Ph.D. founded the American Institute of Toxicology, Inc. (d/b/a AIT Laboratories). The Indianapolis-based lab, which now employs more than 365 people nationwide, offers state-of-the-art analysis for hundreds of pain management, forensic, clinical and pharmaceutical clients nationwide Web site: www.AITLabs.com
AIT Laboratories	AIT Laboratories

#30 (large category) Blue & Co., LLC Headquartered in Indianapolis, Blue & Co., LLC is a top 100 CPA firm that blends accounting with accountability and advising with advocacy to provide business consulting and certified public accounting services to organizations throughout the Midwest Web site: www.blueandco.com
Blue & Co.	Blue & Co.

Nortel Call Center Manager Product Roadmap

Posted by Chris Dellen

Mar29

Amidst the integration of the Nortel product line, Avaya is continuing to roll out updates to Call Center manager. The Nortel product will actually be the first, out of the entire portfolio, to make the leap to Avaya’s Next Generation Context Center.

Nortel’s Contact Center manager 7.1 is available now. The challenge with this release is that when an agent transfers a call outside of the call center itself, all tracking information regarding the call is lost… important information such as first-call-resolution, time-to-resolution etc.

Next month, Avaya will upgrade Call Center Manager to their Next Generation Cotext Center (NGCC) 1.0. The main architecture difference between the two is that all calls will be anchored on the MASS server (multimedia application server). Instead of physically transferring the call, the NGCC will actually anchor the call and then conference in resources such as other agents, applications, integrations etc… The call itself will never move. This architecture will bring Avaya a step closer to being able to provide a more context oriented call experience and will provide more comprehensive reporting capabilities.

Avaya will provide a link to the NGCC through AML or SIP. The AML provides the capability to connect to legacy systems.

The next NGCC release (2.0) is due out in Nov.

Note: Nortel heritage products have adopted the Avaya release schedule of May and November.

Avaya-Nortel WLAN 8100 Product Roadmap

Posted by Chris Dellen

Mar18

The Avaya-Nortel WLAN 8100 series is getting ready to go through a fairly significant architecture overhaul over the next couple of years. This new architecture is going to enable end-users to achieve up to a 300mb throughput over the 802.11n standard. This is a drastic improvement over current wireless speeds and will allow many more sophisticated enterprise applications over the next couple of years.

The current bottleneck in the WLAN 8100 is actually in the wireless controller itself. The way it works now is that the wireless controller has a data component that requires all wireless data to pass through the physical controller itself. This constraint runs into bandwidth problems that can cause the speed to fall drastically depending on the amount of wireless traffic that has to go to the wireless controller.

Avaya will be evolving the architecture over the next couple of years to incorporate the data processing capabilities that are currently only available in the wireless controller itself into the core and edge switches. This is a significant change that will allow the core and eventually edge switches to process the data without having to send it all the way to the controller itself—effectively speeding up the throughput of the entire wireless network. The control (security issues, AP profiles, etc.) of the access points themselves will be maintained by the wireless controller.

Avaya-Nortel WLAN 8100 product roadmap

Avaya-Nortel WLAN 8100 product roadmap:

Phase 1: Will be launching the Avaya-Nortel WLAN 8100 series Wireless products.

Phase 2: Will incorporate the data processing capabilities into the core switches

Phase 3: Will incorporate the data processing capabilities into the edge switches

For those who have purchased Nortel’s OEM wireless product line from Trapeze, you may be wondering what is going to happen to you existing equipment. We are please to tell you that Avaya renewed Nortel’s contract with Trapeze and they will continue to sell and support that product line.

Notes from the Avaya Roadshow

Posted by Chris Dellen

Mar9

Last week on March 3, I had the opportunity to go and listen to the Avaya-Nortel integration road show in Indianapolis. A majority of the information was presented at a very high, vision oriented level, but their vision of future communications is important to understand. For those of you who couldn’t attend, I thought it would be beneficial to recap what Avaya said about their current situation.

What is Avaya’s market focus? Avaya has decided to organize “their” marketplace into three segments: Small Business, Midsize, and Enterprise. This is a much more simplified approach than in years past where they focused on a multitude of specific niche industries. i.e. healthcare, financial services, hospitality, and on and on and on.

Around those three market segments, Avaya will be focusing in on the following four services.

- UC – Unified Communications

- CC – Call Center (now referred to as “Context Center” by Avaya)

- Data – Their portfolio of data equipment that Avaya acquired through the Nortel acquisition

- Professional Services

The size and scope of Avaya^N

- Currently Avaya is in 55 countries

- 2100 Employees, approximately 5500 employees hired from the Nortel acquisition

- 4000 Global business Partners

- 32 Global Support Centers

Financial insights:

Since Avaya was privatized in 2007, customers and partners have had very limited insights into the actual profitability or financial integrity of Avaya. At the road show Avaya revealed a few financial metrics that our friendly CFO’s would appreciate…

- 52% gross margin

- EBITDA is 22% in 09

- Currently have 692 Million in the bank

Common vision:

Avaya shared that Nortel had a common vision encompassing:

- A History of Reliability

- Expertise

- Communication Innovation

- Both companies survival of: the regulation and deregulation of communications

- Both Nortel and Avaya went through the communication technology transformation and arrived at the same place: Analog –> digital –> IP –> Sip

After sharing the history and information on the acquisition, Avaya went on to share their vision of future communications.

Where it’s all going:

- If it doesn’t already, work will go everywhere with you and it has created a blur in the market place. Believe it or not the trend didn’t start with the iPhone or Blackberry it began with voicemail… think about it.

- Mindset difference in future management for sure

- Consumer driven expectations of doing everything on one device

Avaya’s job as communications innovation has changed:

The big thing in communications today is the fact that we are integrating telephony with back-office applications and it requires a lot of custom development. In the near future it will take “weeks in steady of months” and companies will more readily be able to reap the benefits.

The next big thing according to Avaya is going to be persistent contextual communications.

Avaya will be focusing on delivering:

- “plug and play” communications

- Powered by SIP

- Delivering CEBS – Communication Enabled Business Solutions. (Think assembly line for the office)

- Enabling Effective Contextual Collaboration

Federating outside of individual companies up and down the value chain to power capabilities such as presence and collaborative conferencing features.

Obviously, Avaya talked about future product roadmaps and one of my colleagues has put together a helpful presentation on the future and availability of specific Nortel Products.

http://blog.commprod.com/avaya/91/

CPI named one of Indiana’s Best Places to Work

Posted by Chris Dellen

Mar5

Communications Products, Inc. (CPI) was recently named as one of the 2010 Best Places to Work in Indiana. The awards program was created in 2006 and is a project of the Indiana Chamber of Commerce, BizVoice, Inside INdiana Business, the Indiana Economic Development Corporation and Best Companies Group.

This statewide survey and awards program was designed to identify, recognize and honor the best places of employment in Indiana, benefiting the state’s economy, its workforce and businesses. The 2010 Best Places to Work in Indiana list is made up of 28 companies in the small/medium-sized list (25-249 employees in the United States) and 42 companies in the large-sized list (250+ employees in the United States). CPI has been named one of the Best Places to Work in Indiana.

To be considered for participation, companies had to fulfill the following eligibility requirements:

- Have at least 25 employees working in Indiana;

- Be a for-profit or not-for-profit business or government entity;

- Be a publicly or privately held business;

- Have a facility in the state of Indiana; and

- Must be in business a minimum of 1 year.

Companies from across the state entered the two-part process to determine the Best Places to Work in Indiana. The first part consisted of evaluating each nominated company’s workplace policies, practices, and demographics. This part of the process was worth approximately 25% of the total evaluation. The second part consisted of an employee survey to measure the employee experience. This part of the process was worth approximately 75% of the total evaluation. The combined scores determined the top companies and the final ranking. Best Companies Group managed the overall registration and survey process in Indiana and also analyzed the data and used their expertise to determine the final rankings.

Communications Products, Inc. will be recognized and honored at the 2010 Best Places to Work in Indiana Awards Dinner coordinated by the Indiana Chamber of Commerce on Thursday, May 6^th. The final rankings will be announced at the event. In addition, all ranked companies will be featured in the May-June issue of the award-winning BizVoice® magazine.

Technologies that SMBs are using Right Now. A conversation with SpinWeb CEO Michael Reynolds & David Schoenenberger

Posted by Chris Dellen

Feb3

After reading analyst reports on what technologies small business are using, I wasn’t very impressed. It seemed to distant from the conversations that I have had with business owners in the past. To satisfy my own curiosity I decided to hit the street and talk with successful small business owners myself and find out first hand what technologies they were using right now to maintain closer relationships with their customers and gain a competitive advantage.

Technologies that SMBs are using Right Now. A conversation with SpinWeb CEO Michael Reynolds.

Technologyies that SMBs are using Right Now. A conversation with David Schoenenberger

5 Rules for Selling Tough IT Projects to Senior Management.

Posted by Chris Dellen

Jan28

So, you are most likely in a position of technological trust within your organization and have spent the better part of half a lifetime learning about technology… security, business process, technology management, reporting…. Seriously, Who cares? All that knowledge won’t mean a hill of beans if you can’t get the C-Suite to OWN your vision (believe me, I’ve tried walking down that road, it’s less painful having your coworker beat you up side the head with a two-by-four). Budgets are tight and executive face time is your opportunity to impact the future of your organization (not to mention yourself). You’ve likely got 10 – 20 minutes to sell your idea and that’s it.

By the way, if you are a techno newbie at your organization, the best way to start climbing the ranks is executing on your projects… faster, better, more reliably than anybody ever thought possible. Under Promise, Over Deliver, that’s it.

Rule # 1

Don’t pitch a ridiculous project. You’d think that this would be common sense… Your credibility is on the line, make sure that your idea is aligned with the company vision and well thought out.

Rule # 2

Craft a compelling vision for the project that you are pitching, an idea that is easy to spread. If you start your pitch by saying the goal of CEBP is to optimize business process by reducing the human latency that exists in a process flow (actual quote). Forgetaboutit.. you might as well start crawling back to your cube.

Follow the law of twitter, your compelling vision should be 140 characters or less. Look to the masters, Jim Collin’s book, “Good to Great” is a fantastic start.

Rule # 3

Don’t use any acronyms, metaphors, or words over 9 letters long.

Acronyms: most likely won’t have a clue or care what a CTI, BSN, WFW or BPA means. Follow the KISS method, Keep IT Simple Stupid

Metaphors: It’s just a fact… business people look at life, sports, work, and fun completely opposite of technology people. Don’t even go there.

Words over 9 letters: Look at the famous quotes of the century, if a majority of Churchill’s famed words are under 9 letters that should tell you something.

Rule # 4

Put together a compelling, Passionate Presentation.

Follow the 10/20/30 rule

10 slides

20 Minutes

30 pt font.

Don’t kill the people in the audience by reading your presentation word for word… please.

Great books on this subject include, Slideology, Presentation Zen, and one that I’m currently reading, Presentation Secrets of Steve Jobs.

Rule #5

Know the facts cold…

However, first things first, you have to sell the vision before anything else! There is a reason that Rule #5 is Rule #5. It’s critical to know this information, you can’t sell a project without it, but don’t lead with it.

You have to at least know the following and be able to back them up with hard evidence.

How are business processes improved

End user / IT Productivity Improvements

Performance Targets how are you going to specifically measure project success

Who in the IT department is going to own this project

What are the Risks associated with this project and how are you going to mitigate them

Understand what other major projects are currently going on at your organization and how this new one might impact them

What type of competitive advantages will this give your organization

Cost / Benefit Questions… You need to know what the payback / NPV / IRR / ROI or whatever language your CEO / CFO speaks.

Are you going to hire internal talent or outsource the project

Be the change

CPI Named a Semi-Finalist for the Best Small Business in Indiana Competition

Posted by Chris Dellen

Jan20

CPI was honored by the Indiana Chamber in November 2009 as a semi-finalist in the Small Business of the Year Award… This honor is given to Hoosier companies that demonstrate best practices in business sustainability and growth, commitment to employees and a track record of community involvement.

Indiana Small Business of the Year Semi-Finalist

“We are proud of the ongoing efforts of all the winning companies and the small business community at-large. These companies impact all of us. They contribute to many working families’ income, to the prosperity of respective communities and to the entire state’s economic competitiveness,” Brinegar notes.

Since 1983 Communications Products, Inc. has been successfully implementing advanced, mission-critical communications solutions. CPI specializes in engineering, implementing, and maintaining advanced business phone, contact center, and structured cabling solutions for customers worldwide.

“I have been an employee of Communications Products, Inc. for the last fourteen years. I have held several positions within the company and can say without hesitation that the reason I have stayed so long is the integrity with which we treat our employees, customers, and business partners. I believe that value starts with our president and founder Cliff Arellano and is pervasive in our corporate culture. We strive every day to be a true partner to our customers; to understand their business and their unique needs; and to work together hand in hand to grow and manage their business communications. It is immensely gratifying to know that CPI is an integral part of the continuing success of our customer and business partners.”

KORY SALEM, RCDD
Data Department Manager

Communications Products, Inc. – Blog

Chris Dellen

Where are you on the Technology Continuum? Are you a 1, 2, or 3?

Are you investing in the things that truly delight your customers?

Zappos’s 7 ways to Achieve Remarkable Call Center Customer Service

Interaction Process Automation (IPA)

Creating an IT Vision…

CPI Named One of Indiana’s Best Places To Work 2010

#3

Exact Target

# 16

Interactive Intelligence

#19

Aprimo Inc.

#19

International Medical Group, Inc.

#22

AIT Laboratories

#30

Blue & Co., LLC

Nortel Call Center Manager Product Roadmap

Avaya-Nortel WLAN 8100 Product Roadmap

Notes from the Avaya Roadshow

CPI named one of Indiana’s Best Places to Work

Technologies that SMBs are using Right Now. A conversation with SpinWeb CEO Michael Reynolds & David Schoenenberger

5 Rules for Selling Tough IT Projects to Senior Management.

Rule # 1

Don’t pitch a ridiculous project. You’d think that this would be common sense… Your credibility is on the line, make sure that your idea is aligned with the company vision and well thought out.

Rule # 2

Rule # 3

Rule # 4

Rule #5

Be the change

CPI Named a Semi-Finalist for the Best Small Business in Indiana Competition

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