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Rich Tehrani
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Call Center

Google Now Ranks Based on CRM

December 2, 2010

This past weekend I was fairly amazed to read about how a retailer of glasses with very high rankings on Google seemed to thrive on providing service which is extremely aggressive and even hostile. The site, DecorMyEyes.com has an owner who goes by an alias Tony Russo (his real name is Vitaly Borker) and threatens customers by calling them names like bitch and and does things like sending them pictures of their homes as an intimidation tactic.

The amazing thing about the story is it explained that the more horrible the customer service level, the more complaints were generated on high-ranking sites such as RipoffReport.com which in turn increased the ranking of the site.

So basically a viral loop was set up where customers were drawn into using the site because of high rankings and the more customers, the more chance of having poor service issues and subsequently more links were created to the site.

From a consumer standpoint this is a nightmare but from the perspective of the retailer it encourages them to give worse service - or at least that is what the owner of the company believed.

A Google spokesperson referred the reporter at the New York Times who wrote the story to speak with Danny Sullivan, editor-in-chief of the blog Search Engine Land who ended up calling Google cagey and explaining that the company does not use sentiment analysis. Moreover he said if the world's leading search engine were to do so, it may be impossible to find a link to the White House if a lot of people hate the President and say so online.

He continued:

Google doesn’t need sentiment analysis to help people like Clarabelle Rodriguez [referred to as a victim of the company in the article]. It could simply become better at incorporating consumer reviews on the main page of its search results.
David Segal, the reporter behind the story - deserves a raise because this is a great investigative piece.











Cisco Social Video Ad I Like

December 1, 2010

Last week I shared a video ad from Calabrio I thought was great and a as a result, Ross Daniels shared a Cisco ad which is quite good as well. For the decades as I have covered the communications and tech space, I have been amazed at how dry marketing and PR can be. I am thrilled to see human interest being injected into promotional messages - making them more engaging and potentially viral.

Check the Cisco ad out below

 


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Solid Video Ad Worth Watching

November 29, 2010

Astricon Asterisk Videos Posting

November 26, 2010

Back from Budapest

November 22, 2010

I just got back from Budapest, Hungary and it was a great trip and I met met lots of great people - many readers thankfully at the Dialogic Connections Conference. Jim Machi at Dialogic was nice enough to write up the conference and include me in his piece.

Apparently the fact I like to talk a lot makes people think I should be in politics  but strangely my wife says I don't talk enough - I'm still trying to figure that one out.

In terms of Budapest and travel there - here is what you need to know:

  • The weather seems similar to New England.
  • There are many gorgeous buildings, statues and castles worth seeing.
  • 99% of people speak English.
  • They are very friendly and many people asked me how I like their country and one person even asked me to bring my business there.
  • The food is good - I ate some sort of mountain animal - a sheep or goat or something called a mouflon which was great.
  • Be sure to go to a restaurant called Spoon - basically a floating establishment in a ship and Golden Dragon in the art district in Szentendre - an hour or so from Budapest by train.
  • There are lots of free and open WiFi APs everywhere and the 3G is pretty fast as well.
  • You can also get hot wine and cider all over the place and a bus tour is a must.
  • Unemployment is around 30% but it seems like a very safe place.
  • The currency is not part of the Euro - they use a Forint which is very inflated and a hotel stay at a top location can cost as low as $150. One dollar is worth over 200 Hungarian Forints BTW.
  • And no, I didn't see Brad Pitt or Angelina Jolie.

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Dialogic Connections 2010 Live Blog

November 17, 2010



I am in Budapest, Hungary today and am live blogging the Dialogic Connections event which is hosting a few hundred partners and customers from around the world. A bit of trivia before we get started - Brad Pitt may be staying in our hotel the Hotel Kempinski. One of the people at the event may have seen him last night but then again there may have been a few drinks involved - so don't hold me to this. Apparently Mr. Pitt is is in Budapest right now according to many of the delegates here who were quick to check Google to ensure he is really in the country.

I am speaking in about an hour and will be interviewing Dialogic execs Doug Sabella and Kevin Cook. Hopefully I will remember what they say so I can report on it later.



Microsoft Lync Server 2010 Impresses

November 14, 2010

TMC’s Tom Keating reported the fact that Microsoft OCS will be called Lync going forward and the name is much more conducive as a Skype alternative as asking someone to Lync you sounds much better than asking them to OCS you. Tom and I recently went to Manhattan with a group of analysts and other media to get a demo of the system at Microsoft's Technology center and put it through its paces. We had a chance to see about a dozen or more machines with various endpoints and spent time listening to Jamie Stark the Senior Product Manager walk us through what this new release will do for customers.

Tehrani at Dialogic Connections in Budapest

November 13, 2010

Next week I'll be in Budapest, Hungary at the Dialogic Connections event where I look forward to being involved as an interviewer and learning more about what the company is up to. I look forward to seeing many of you there and here is an easy registration link for the event which has Executive sessions on November 17th and technical sessions on the 16th.

Time Tuesday Wednesday Thursday 8:30 AM
Technical Track
  • IVVR
  • Video Conferencing
  • HD Audio
Dialogic Welcome Distributor Forum Executive 1:1 Technical Track
  • Location Based Services
  • Interview of Nick Jensen and Doug Sabella by Rich Tehrani

    Rich Tehrani, CEO of TMC, is a Communications and Technology expert, visionary, author and columnist who has guided the media company through a period of unprecedented growth. Tehrani, who has served as an expert witness and been quoted frequently in such publications as the Economist and New York Times, is responsible for driving the strategic direction of the company. Rich has personally conceived many of TMC’s most innovative, community-building media properties online, in person, and in print.




Alcatel-Lucent Turning the Corner?

November 5, 2010

After a number of years and some challenging times after the merger - Alcatel-Lucent the combination of New Jersey-based Lucent and Paris-based Alcatel is turning the corner making a quarterly profit and displaying more confidence about its future. Kevin O'Brien at the New York Times explains the company reported its first profitable quarter of the year, posting €25 million, or $35.3 million, in earnings compared to a €182 million loss in the third quarter a year earlier. Moreover sales rose 10.5 percent to €4.1 billion.

Although Asian competition from ZTE and Huawei is strong, the company certainly benefited from the implosion of Nortel and we'll see if they can ride this momentum out and keep the profits coming.

TMCnet's Ed Silverstein has more and The Motley Fool suggests Alcatel-Lucent is the next Nortel - waiting to implode. 



Cbeyond M&A Happens Two at a Time

November 4, 2010

Peter Radizeski has been the intrepid M&A reporter as of late sand he says in a recent post he is having trouble keeping up with all the activity. Cbeyond for example today announced it has purchased companies MaximumASP and its affiliated companies as well as Aretta Communications. These moves allow the company to provide a variety of services such as managed virtual servers, cloud services, cloud communications in the form of hosted PBX solutions and SIP trunking.

The prices for the transactions was $40M and 2010 revenue of the two companies in 2010 is expected to be about $12M.

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