Rich Tehrani : Communications and Technology Blog - Tehrani.com
Rich Tehrani
CEO
| 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...

Full Story »

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...

Full Story »

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. 

Full Story »

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...

Full Story »

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...

Full Story »

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...

Full Story »

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...

Full Story »

Americans Don't Know They Want Wearable Tech Yet

July 8, 2013

Recently a headline stating that most Americans don’t want wearable tech caught my eye and reminded me of many past of articles regarding consumer choices which were just plain wrong. The piece can be summed up with the following paragraph:

The April telephone poll of 1,011 Americans 18 and older found that only 34 percent of those polled who make $100,000 or more a year would consider buying or wearing a consumer-grade smart watch or smart glasses. For those with a significantly smaller income, $35,000 annually, the percentage of those interested in the technology increases to 47 percent.

The implication of the headline is the wearable market will remain a niche and while this could very well be the case, the reality is consumers and analysts have no idea where markets which haven’t been invented yet will be in the future.

How The Prism Leak Will Hurt US Tech Companies

July 4, 2013

Now that the world is aware of NSA's Prism program where there seems to be unfettered access to the servers of American web firms, we can expect a brave new world of communications and technology competition.

Although it isn't accurate to say there is free trade in the world due to tariffs and fees imposed across the borders of various countries, for the most part, companies easily can sell their wares across the world without having to worry about excess nationalism.

Yes there are exceptions but over time, consumers worldwide are OK with buying products from companies located virtually anywhere. Perhaps this is best exemplified by the popularity of American cars in China and the popularity of German, Japanese and recently Korean cars in the US.

This situation may change in the future as heads of state across the world are beginning to advise their citizens to stay clear of American tech companies if they don't want to be snooped on.

Apple's YSL Hire Means iWearable Tech is Coming

July 3, 2013

Many believe wearable technology will do to tablets and smartphones what they did to laptops and PCs. There is certainly high probability that at a minimum, today’s mobile devices will lose large amounts of share to computers you wear. The problem however for tech a company is making a computing device you want to place on your person. Some believe Google’s Glass product is too ugly to wear for example.

This explains why Google is working with Warby Parker and why Apple just hired Yves Saint Laurent CEO Paul Deneve to manage “special projects.”



You Say You Want (to watch) a Revolution

July 3, 2013

The Arab Spring has brought about a number of revolutions and protests but perhaps the most amazing part of living in a connected world is that anyone can watch it in real-time on the web. Of course none of this is new – video on the web certainly isn’t but the ability to sit at work and see millions of protesters a world away in Egypt sometimes has the ability to amaze even me.

Another point worth making is the ability to access such streams means protests can get larger as many people will only get involved once critical mass has been reached.

This is what I’ve been watching if you want to have a look at the live stream yourself.



 

How Nordstrom Has Adopted The Latest Technology

July 2, 2013

For about two decades we have heard about the death of brick-and-mortar at the hands of technology like the Internet but Nordstrom’s is one retailer who seems to be embracing many aspects of technology in order to boost sales not only online but in its stores. For example, in May of this year it was revealed that the company was working with a company called Euclid in order to track customer movements throughout the store using the company’s WiFi network.



In February of 2007, the company acquired online flash sales site HauteLook for $180 million and more recently rolled out a HauteLook app which has accelerated the company’s sales.

In the online world, Nordstrom is doing well with over four million Pinterest followers.

HP Proves That Samsung, Apple and Google Will Win in Hardware

July 1, 2013

At one point in time HP had the best combination of mobile devices anywhere. They owned their own line of PDAs and also purchased Compaq who made the IPAQ – a game-changing device if there ever was one. The thing I liked about the IPAQ versus the Palm 7 which was a competitive device released around the same time was that COMPAQ decided to forego battery life for a bright color screen. In many ways the iPhone 5 reminds me of the first IPAQ device – especially when it prematurely runs out of battery power.



MDM is Just too Small a Market for Apple

July 1, 2013

It is no secret that MDM is a huge market and Apple is in large part responsible for the trend where non-Microsoft and non-Blackberry devices infiltrated the enterprise. Moreover, corporate IT departments have huge budgets so if Apple came out with an MDM solution it could do exceedingly well in the market.

Writing for TMCnet, Joe Rizzo asks why Apple isn't in this market and he makes some good points.

You have to wonder however the predicament Cupertino is in at the moment.

Clinkle Entering A mobile Wallet Bubble or Bursting Through?

June 27, 2013

Mobile payments are nothing new - it seems everyone is trying to get into the game from PayPal to credit card companies and of course Google. Can any company be far behind the move from messy, dirty physical money to electronic currency?

It seems inevitable that the move will happen - the questions worth asking are, how long with the transition take and exactly how do we hide electronic money under our mattresses after the next financial crisis? I leave the latter question to Silicon Valley entrepreneurs to figure out but it seems Clinkle wants to be the company that helps bring mobile payments really mainstream.

WebRTC Expo 2013 Atlanta Blog

June 25, 2013

Day 1 June 25, 2013

WebRTC Expo 2013 Atlanta kicked off today and so far it has been a great event and well attended. I will share all the things I can on this page as the show progresses.



Earlier today I stopped by the Google WebRTC Workshop but it was too busy to sit or even stand so I took some video and photos and left.

I then went to the general session to see the WebRTC demos. I was lucky enough to get here early and sit with the independent judges - I am not one of them.



Phil Edholm then took the stage to get the event started.

He was followed by the first demo which was Requestec who showed a banking demo and a call which allowed a Flash user to communicate with a WebRTC user. They believe they are the first to allow Flash to WebRTC interop.













WebRTC APIs all the Rage at WebRTC Expo Atlanta 2013

June 24, 2013

WebRTC Expo kicks off this week and it's been a busy day here in Atlanta, Georgia where I have had back-to-back video interviews with companies in tech and telecom. A few of my meetings with companies involved in WebRTC were perhaps the most interesting as I see a trend devloping.

Soufiane Houri of Weemo told me about the company's cloud-based API service which allows any developer to embed video collaboration. The goal here is to enable this collaboration to take place without the need to make a user leave one application and go to another.

Facebook famously announced similar integration with Skype a few years back with the idea being allowing users to stay in the platform and collaborate with their friends.

Featured Events