Cloud computing now is moving beyond the virtualization of resources and is fundamentally changing the way telecom infrastructure is designed, the CTO of a company that offers outsourcing services and solutions specializing in CRM, BPO, call center, tele-campaigns and application software production told TMCnet in an interview.

 

According to Amnon Ptashek of NSG Group, whose U.S. offices are in San Diego, with the growth of IMS-based services, cloud solutions can penetrate many market segments.

 

“The CRM market is one of the segments that will be going through major transitions, bringing it to the next generation of services,” Ptashek told TMC CEO Rich Tehrani (News - Alert) in an interview, printed in full below. “Currently, NSG Group implements a major production CRM delivery solution for a nationwide customer with an international operation that utilizes these technologies successfully.”

 

Ptashek – who said he’ll be looking for products relating to VoIP equipment, SIP signaling, IMS infrastructure and IVR at ITEXPO (News - Alert) West 2009, to be held Sept. 1 to 3 in Los Angeles – also described for Tehrani his near-religious first encounter with the IP communications industry in which he’s now ingrained.

 

Their exchange follows.

 

 

Amnon Ptashek (pictured left): I was working on hardware and software engineering until the early ‘90s. At that time, I was involved in mathematical data analysis research on satellite information in Manhattan. One day, at the original Barnes & Noble bookstore on Fifth Ave., I picked up a book on TCP/IP. I almost finished reading it sitting on the store floor.

 

Since then, I developed products, technologies and startups involving broadband, wireless, cellular, enterprise switching, multimedia platform, and so on. Some of the milestones in my career include the development of the first full duplex Ethernet DSL modem, 3G Femtocell (News - Alert) and mobile-multimedia application platform. Currently, I am putting my professional background into optimizing CRM communication services.

 

 

AP: NSG Group specializes in CRM and Order Fulfillment solutions for the delivery market, utilizing “cloud” computing and communications. Using SIP, VoIP, advanced IVR and mobile gateway technologies, we offer services with high availability and scalability while significantly cutting cost and optimizing performance. Practically, there are no geographical boundaries and NSG Group is taking advantage of nearshore NAFTA resources.

 

Cloud computing is going beyond the virtualization of resources and is dramatically changing the way telecom infrastructure is designed – making it cloud communications. With the growth of IMS-based services, cloud solutions can penetrate many market segments. The CRM market is one of the segments that will be going through major transitions, bringing it to the next generation of services. Currently, NSG Group implements a major production CRM delivery solution for a nationwide customer with an international operation that utilizes these technologies successfully.

 

 

AP: Given the projection of our CRM customers for 2010, we are expecting month by month linear growth. With our philosophy to utilize cloud computing, a major part of our IT budget will be allocated to our partners and suppliers of the “cloud” components and solutions.

 

 

AP: NSG Group expects a major comeback in the CRM market to nearshore and onshore suppliers. We believe that the stimulus dollars will trickle down into ecommerce, which will drive up the demand for advanced IT services. This will require cutting-edge communications infrastructure, such as cloud solutions, where we are investing our energy today.

 

AP: I haven’t seen the allocation of the broadband stimulus package. However, given my experience in the telecommunication industry, I hope that a major portion will be invested in the “last mile” bottleneck, especially bringing fiber closer to home. FTTH opens up a window of infinite opportunities for new wave of applications and technologies. Future services and applications can be anywhere in the “cloud.”

 

AP: NSG Group is interested in improving its entire CRM and Order Fulfillment offerings, which is based on cloud solutions. Therefore, we will be looking at companies, professionals, products and suppliers that will address the challenges in this growing trend.

 

 

AP: NSG Group will be looking at products and services that address the CRM and Order Fulfillment market based on cloud solutions. This includes: VoIP equipment, SIP Signaling, IMS infrastructure, Call Center monitoring, IVR, Mapping, cellular gateways, video conferencing, redundancy/backup/balancing solutions, and of course classical IP networking equipment.