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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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The Myth of the Bendable iPhone 6 Plus

September 25, 2014

How Apple Shattered this Startup's Plans

September 24, 2014

Over a year ago the web was abuzz with talk of a new mobile payments player Clinkle which was to have a different take on payments. One of the company's innovations was to allow the transfer of money via high frequency sound. Something I questioned the feasibility of in fact.



Well, it seems, this feature has been put on the shelf and moreover, Clinkle is now focusing on being a debit card gamification company for college students. In fact, the more you spend, the more "treats" you accumulate.



Alcatel-Lucent aims to Position Small Cells Everywhere

September 22, 2014

With the introduction of Apple’s iPhone 6 Plus with resolution levels the company calls Retina HD at a whopping 1920x1080 pixels, we can expect a significant increase in bandwidth utilization worldwide. Not to mention the Galaxy Note 4 and Edge at a Quad HD resolution of 2560x1440! This number of pixels is likely more than any of your televisions!

Hoping to be a big part of the solution is Alcatel-Lucent, the company has a heavy focus on their small cell strategy designed to ensure carriers are effectively using their bandwidth. As my colleague Peter Bernstein points out, QUALCOMM too is part of the effort to meet this demand.

How to Choose Between iPhone 6 and iPhone 6 Plus

September 20, 2014

For the first time ever, Apple introduced two phones of different sizes at once. This is a huge deal for the company which kept the original phone screen size until the iPhone 5. The good news it is potentially easy to decide between the two devices – based upon what you do most.



What makes the decision a bit easier is the fact that Apple makes no iPad smaller than the mini which does not fit in suit or pants pockets.

Sorry Apple, This is Really Samsung's Month

September 19, 2014

I find if you write about Android or Apple, you are often a target for people who will flame you on social media for being pro-Samsung/Google or Apple. Actually I am not pro-anyone... I use Android, iOS and Windows 8 - often all within the same hour.

Having said that, many people in my office are iPhone users and it seems a casual survey of them shows almost all have decided to take the plunge and buy the iPhone 6 Plus which is likely one of the tallest phones you will find with any frequency. Its 6.2 inches tall in fact!

It's funny really, many people who have ordered it are actually scared that the phone is too big.



Larry Ellison Was a Real Trailblazer

September 18, 2014

Today, Larry Ellison announced he will step down as Oracle CEO, handing over the reins to co-presidents Mark Hurd and Safra Catz, who will now report directly to the board. In the late eighties/early nineties I was a database programmer here at TMC and had to decide between Oracle and Informix – two of the more popular relational databases at the time. I made the decision to go with Informix because Oracle was in the middle of an SEC investigation relating to how the reported forward earnings.

At the time, companies were far more siloed… A database company was a database company.

Rich Tehrani Thoughts From California

September 17, 2014

I've been on the road in Vegas and California over the past ten days or so. Here are my thoughts.

The Venetian Rocks

First off, the Venetian has remodeled its rooms and they are amazingly comfortable and some of the quietest ones on the strip.

GENBAND Kandy Goes Public at Ruby Skye

September 17, 2014


Last night, GENBAND hosted a gala premiere at Ruby Skye in San Francisco for its official Kandy launch - the transitional solution from the communications hardware company which positions them as a seller of cloud-solutions. The point of the event was two-fold... Establish the brand Kandy into the minds of attendees who consisted of the media, analysts, customers and partners and also to show off the partner ecosystem which is beginning to flourish.



The company seemed to nail it on both parts - the extravagant event was not inexpensive and it was choreographed perfectly. Many attendees told me they couldn't believe the investment.




Samsung Ad: Apple is Late to the Large Screen Market

September 12, 2014

California Lawmakers Plunge Some Transactions into 3rd World

September 11, 2014

California has come up with a law that hurts the very people it says it is protecting by making it difficult to record call center transactions. Penal code 632 of California law says in-part:
(a) Every person who, intentionally and without the consent of all parties to a confidential communication, by means of any electronic amplifying or recording device, eavesdrops upon or records the confidential communication, whether the communication is carried on among the parties in the presence of one another or by means of a telegraph, telephone, or other device, except a radio, shall be punished by a fine not exceeding two thousand five hundred dollars ($2,500), or imprisonment in the county jail not exceeding one year, or in the state prison, or by both that fine and imprisonment. If the person has previously been convicted of a violation of this section or Section 631, 632.5, 632.6, 632.7, or 636, the person shall be punished by a fine not exceeding ten thousand dollars ($10,000), by imprisonment in the county jail not exceeding one year, or in the state prison, or by both that fine and imprisonment.
This is part of a more bewildering law Penal Code 630-638 that seems to be designed to make it exceedingly difficult to do business in the state.

The challenge for business owners is they need to record calls for many reasons such as quality control and government compliance. Now, it is potentially illegal to record such calls without the consent of the caller.

Then there is the importance of keeping a record of all calls for the caller's own protection.



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