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Latest Communications Solutions

August 28, 2006

Phone Companies Get an FCC Spanking

August 28, 2006

A number of consumer advocacy groups and others have trying to encourage the FCC and government to put a stop to the consolidation of service providers that is taking place. They argue the old AT&T is being rebuilt and the telecom industry is heading in the wrong direction.

In response the FCC has publicly commented that there is more competition that ever from cable companies as well as wireless and satellite providers.

But the FCC’s comments about an abundance of competition seems to have been put to the test recently as Verizon has announced a new broadband surcharge. According to an article in the Wall Street Journal, last weekend, Verizon began emailing its roughly six million high-speed Internet subscribers, informing them they would no longer be charged the Universal Service Fund fee -- which was $1.25 or $2.83 a month, depending on speed of service. But it went on to say that it was instituting a "supplier surcharge" of $1.20 or $2.70 a month beginning Aug. 26.

Many point to this new fee as evidence there is a lack of real broadband competition in the market and they further argue the timing of this increase – just as the FCC decided broadband subscribers no longer had to pay into the Universal Service Fund, is especially sneaky.

It is for this reason the FCC decided to send a “letter of inquiry” to Verizon in order to ascertain the reasoning behind the surcharge.







Google Aided CRM

August 17, 2006

Sprint Interview

August 15, 2006

Here is the partially edited interview I had with Tony Krueck, VP of Product Development at Sprint. This was a great interview for me as I really learned a great deal about what Sprint is up to and how they are embracing IMS. It is along interview but it wasn't edited down because there is some great content in here.

An eagle-eyed reader noticed this interview took place before the recent Sprint WiMAX news. Here is a link to that news.


Rich Tehrani 's Executive Suite is a monthly feature in which leading executives in the VoIP and IP Communications industry discuss their company's latest developments with TMC president Rich Tehrani , as well as providing analysis on industry news and trends.

Eicon Networks Buys Intel Dialogic Division

August 9, 2006

As I have been writing about for a few months, the Dialogic Division of Intel has been sold. Eicon Networks is the buyer and I am looking forward to finding out more details and sharing them with you.

This is potentially good news for the entire communications space for the following reasons. This division of Intel had the massive resources of corporate behind them but the challenge was for such a large company to focus on so many things. There are obviously synergies that will be lost as a result of this division being sold but on the flipside if this newly freed division goes back to its super-aggressive Dialogic ways -- it could result in much more rapid growth for not only for them but the industry as a whole.

Verizon Wireless Does CRM

August 8, 2006

Perhaps one of the best CRM stories I have read recently was about Verizon Wireless and their new offerings for customers. The article was in a newsletter from Peppers and Rogers and I would link to it if I could figure out where on the web it lives. In case it shows up online one day or if perhaps your search skills are better than mine -- the title is Verizon Wireless ups the Customer Loyalty Ante by Martha Rogers, Ph.D.

The article mentions that Verizon Wireless will soon begin to prorate its early termination fees -- a really big deal in my opinion. These fees are universally despised.

August 2006 High Priority in Customer Interaction Solutions

August 1, 2006

Please enjoy a sneak peak at my August 2006 High Priority Column in Customer Interaction Solutions Magazine:

High Priority!

By Rich Tehrani

Eighteen Years Of Mergers

In May of 1998, I wrote a column in these pages entitled "Merger Fever - For Better Or For Worse." In that column, I mentioned that at that time, one of our exhibit salespeople came to me and exclaimed “The industry is contracting!” (www.tmcnet.com/338.1). It turns out, of course, that this salesperson was very wrong, and the call center market enjoyed decades of growth from that point forward.

As part of that 1998 article, I mentioned that the call center market was so different from the traditional software space where one size fits all. I went on to say that mergers aren’t necessarily a bad thing, and there was plenty of space for well managed start-ups.
I then gave an overview of the features and functions a call center solution should offer.










SugarForge

July 26, 2006

Avaya Replaces Don Peterson

July 25, 2006

Avaya announced a profit decrease and replaced Don Peterson as CEO on the same day. Louis D’Ambrosio is the new CEO. I liked Don – he was a great guy. Unfortunately on Wall Street how nice you are rarely matters – it is all about the bottom line.

Salesforce.com and Contactual

June 27, 2006

  Here is my High Priority columns from the July 2006 issue of Customer Interaction Solutions Magazine. Enjoy. I have to write my SIP Outlook in the next few hours so my blogging may be limited.

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Behold The Virtual Salesforce

I can tell you from personal experience that managing a sales force is one part art and one part science. Sales managers fulfill the simultaneous roles of parent, friend, confidante, coach and counselor.





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