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Rich Tehrani
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| Communications and Technology Blog - Latest news in IP communications, telecom, VoIP, call center & CRM space

Why E-Mail Sucks and How to Make it Smarter

Many of us live in email. I get hundreds per day and I need almost every message. I am also a source...

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The Contact Center's Seemingly Oxymoronic Play: How to Decrease Costs Yet Improve Customer Service

I was recently asked to talk to some of our many contact center customers about the new contact center trends.  It...

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The New Facet of Customer Experience Management - Field Service 2.0

By: Rhodo Odysseos, Product/Solution Marketing, Alcatel-Lucent, and Jess Verbruggen, Motive Integrated Marketing Assistant, Alcatel-Lucent

Traditionally, communications service providers (CSPs) have treated the field service aspect of their organization as a cost center. Field technicians engaged in maintenance activities were simply a part of the cost of doing business.  More recently, the communications industry in general and the field service arena in particular, has been disrupted by immense changes in the customer profile, service expectations, and behaviors.

Field service is often the only face of the company that a customer will ever see, so it’s not a surprise that CSPs are striving to make a positive impact on customers in this realm. Achieving full potential in field service saves CSPs a lot of time and money. Productivity and efficiency reviews targeted at field service operations, done correctly, can reinforce other areas of the business by increasing customer satisfaction and improving safety and quality. 

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Amazon Fire Phone Should be a Laptop

I’ve written a lot of headlines in my life but this one is among the oddest. Why on earth does a phone...

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Apple Pay Vs. Google Wallet

Replacing credit cards can likely only be done if the new system is dead-easy to use and it moreover has to be...

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Signaling Offers Great Differentiation for Mobile Value-Added Service Offerings

We’ve all heard that some Value Added Services (VAS) revenue such as Short Message Service (SMS) are starting to decline in...

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Birdstep Improves Wireless User Experience, Reduces Churn

A smartphone user can get tripped up easily when in motion as today’s smartphones look for WiFi networks to connect to and...

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22 Countries Looking to Win Free Contact Center Makeover

April 29, 2014

Some time back I shared with you that you could win a multimillion dollar call center makeover by filling out an application. I asked Interactive Intelligence, the company behind the campaign how much demand there has been for this contest and it seems pretty great.

I specifically requested countries where the applications originated and look at this, a total of 22 have participated so far. Pretty impressive.

Australia

Belgium

Brazil

Canada

Colombia

Ecuador

Germany

Hong Kong

India

Italy

Latvia

Mexico

Morocco

Netherlands

New Zealand

Peru

Portugal

Saudi Arabia

South Africa

Spain

USA

Zimbabwe


April 30th May 9th is the last day to enter so get on the ball now if you want to participate in this exciting contest and possibly add some new countries to the list above.




How SmartSenseCom uses Microphones to Detect Drone Threats

April 29, 2014



A frequent concern I have shared these past months is drones used as weapons – whether they are equipped with firearms or explosives. Security today is quite-often a two-dimensional affair, especially in outdoor arenas such as stadiums where a pat down and metal detector are typically used to ensure there aren’t any dangerous items being brought in. When a third-dimension becomes available to criminals and terrorists, the situation quickly spirals in complexity.

The question civilized society has to ask is how do we prevent crime and terrorism as the threat evolves from 2D to 3D?







Enter SmartSenseCom Inc., a company in semi-stealth mode using ultra-sensitive microphones (PDF) to detect the electric motors associated with flying objects.

Games: The Biggest Opportunity Carriers are Ignoring

April 25, 2014

Carriers are losing control over core network services such as voice and text which is in-turn making them dumb-pipe providers. While wireless is still a profitable business, the presence of companies like T-Mobile and Sprint in the US makes it more difficult than ever for carriers like AT&T and Verizon to keep their higher than industry-average margins. Just this week in fact, Sprint said it will unlock all its phones in less than 12 months. Add to that the bring-your-own-device mentality that T-Mobile has brought from Europe to the US and you can see why the 2-year contract; a mainstay in the US carrier market is slowly disappearing as customers migrate to options like AT&T’s Next plan.

Boingo, GigSky, XCom: Why my Europe Connectivity was Awesome

April 23, 2014

A while back, I had a chance to go to MWC (news and analysis) in Barcelona, Spain and like many of you who travel internationally, I was concerned about my cellular bill as I enjoy the relative generosity of multigigabyte 4G data plans in the US. In Europe however the costs can grow quickly. When headed overseas, Verizon charges $25 per 100 MB of data. As many US devices are locked, it becomes a hassle to bypass such restrictions with multiple devices and a bevy of SIM cards.

Intel Buys Way into Tablets While $99 may be Microsoft Sweet Spot

April 16, 2014

Intel recently reported earnings and the takeaway is the company is going to focus more on Android and ramp up subsidies to get into more OEM tablet designs in Asia and elsewhere.

Intel said that its Windows tablets are shipping in numbers which barely register in their quarterly numbers. Obviously this isn't a positive development. To put this in perspective, out of the five-million processors the chip behemoth shipped for tablets, as little as 10% were for Windows. It seems many analysts are convinced that for Windows devices to be successful, they need keyboards and to some extent this makes sense as tablets are typically described as consumption devices.

Camera-Phone Opportunity Exists for Samsung

April 14, 2014

There exists an opportunity for a superior camera with 10x or greater zoom coupled with the traditional things we are used to on a phone like Instagram and Facebook support. Note, last year's Samsung's Galaxy S4 Zoom camera-phone went too far... You don't want to hold a big clunky camera to your face. The point is, if you are going to sell a camera that zooms, then it will be a data only device.

Tomorrow is Purchase Google Glass Day!

April 14, 2014

If you are a wearable tech fan, tomorrow is a big day as you will finally be able to (if you are lucky) get ahold of Google Glass for yourself. Talk about a great way to ease the pain of tax day and a way to spend your refund - with one simple activity.

The predictions for wearable computing growth have been off the charts  and every company it seems wants to be the leader in designing the next generation of computing device. Will Glass be one of the ways we communicate with technology going forward?

Drones are Huge at NAB 2014

April 8, 2014

Here at NAB 2014 in Las Vegas the show is awash in cameras, lenses, mounts and talk of 4K but what I found most fascinating were the hundred-plus drones on display. They also seemed to capture much of the attention from attendees at the show. Of special note was the fact that drones were being sold by companies with huge booths as well as the smallest of the small. The point is the cost to make a drone is fairly low and reselling OEM drones is also fairly easy to do.

The Urban Drone Wars Continue

April 8, 2014

Two months ago I warned of the coming urban drone wars and I was 100% sure I was spot-on with my predictions about the future. My worst frears have come true today as just 20 miles or so from TMC's Norwalk, CT HQ, someone was arrested for trying to fly a drone with a bomb on it into a school and federal building. The implications are massive. Policing in two-dimensions with metal detectors doesn't help when we live in a world with three-dimensional threats!

Why Google and Apple Should Fear the new Microsoft

April 4, 2014

In decades of covering Microsoft, I don’t recall the company enjoying so much positive press at one time. They are literally transforming before our eyes – at least from the outside looking in. The first salvo has to be Office for iPad which I must admit is better than I expected. I have used Microsoft Word for many hours since its launch and although it is missing a bunch of features and has at least one bug which I discovered relating to the “paste as” icon not disappearing, it has a solid spell-check engine and works adequately.

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