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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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Blackberry's Smart Pivot to M2M

January 24, 2014

The machine to machine (M2M) market is growing rapidly – as sensors become cheaper to embed in our clothes, appliances, shipping containers and just about everything else. In fact, one estimate pegs the market as worth $88 billion in nine years from now. Hundreds of billions of sensors will soon be sold, presenting an opportunity like few others. More importantly, there is no market leader in the space big enough to block out everyone else.

Why You Should Be Bullish on Technology

January 22, 2014


In the past, the price of just about everything increased over time but thanks to technology, many products and services are getting progressively cheaper and in many cases, better. In the 1980s, you could have paid 25 cents per-minute for a domestic long-distance call and dollars per-minute for international long-distance. Not only has the price of a long-distance call dramatically decreased over time, today, IP communications assigns no per-minute cost to communicate. In fact, you can now use Skype to set up a free baby monitor a continent away with HD quality video and audio which puts the phone company's quality to shame.

New Huawei Ascend Mate 2 is a Big Deal

January 21, 2014


Do you remember when the best phone was the smallest and slimmest? It’s funny that at one time car keys were small and cell phones were big and then around ten years ago German car companies in particular started to make keys a bit shy of the size of some flip-phones. Then the market shifted directions when smartphones finally allowed decent web browsing.

It’s gotten to the point where many say when it comes to smartphones, bigger is better.

test entry by Tom 4

January 14, 2014

test entry by Tom 2

January 14, 2014

JetBlue Customer Care - Even Ponzi Would Be Horrified

January 7, 2014

Having been unfortunate enough to be part of an eight-hour weather-related delay as a passenger of flight #411 on January 4, 2014, my fellow JetBlue customers and I found out just how amazingly crappy the airline's logistics and service levels could be.

After we lost an entire work-day each, we waited yet another hour for luggage to come out - when it finally did it was for a different flight... A cancelled flight.

Frequent tweets to the airline and calls from passengers met with rude responses infuriating my these passengers who tweeted about their experiences.

Braven Intros New Wireless Stereo System at CES 2104

January 7, 2014

Braven showed off an entire wireless home audio system at CES 2014 with a few twists to give you advantages over some of the other players in the market such as Sonos. The company's Vibe series pictured above features a sharp aluminum and black look to differentiate it from most everything on the market. Moreover, the speakers are battery operated and bluetooth-ready meaning they can be useful in applications where your home WiFi network doesn't exist.

If you like the industrial look of these systems and additional functionality of bluetooth integration and battery-operated speakers, then the Vibe system could be a good choice for you.

Wahoo Fitness Adds Motion Tracking to TICKR Heart Monitors

January 7, 2014

One of the big trends at CES 2014 is wearable technology and another is fitness. Put them together and you get the Wahoo Fitness booth. I spoke with Mike Staska VP Sales & Marketing at the company and he told me about the company's TICKR heart strap which now has motion technology built in. It can tell you calories burned, speed and distance as well and can help you determine how to run more smoothly to avoid injury.

Trying to get to CES 2014

January 4, 2014

I am trying to get to CES and so far it has been a challenge. My morning flight was met with a late ride to the airport followed by the longest lines at JFK I probably have ever seen. The storm yesterday which turned out to be much milder than predicted, cancelled lots of flights causing chaos here at the airport. My flight is delayed six hours and to make matters worse the JetBlue WiFi in the terminal doesn't work.

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