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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 Aren't You My Customer?

COMPTEL had a sales training session for attendees with Stephen Schiffman. Schiffman has written 50+ books in his 35 year career...

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How Imagine Communications is Bringing Video Distribution to the cloud and Beyond

At the end of 2014 I declared Imagine Communications one of the companies to watch in 2015, specifically stating: The video industry...

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The Race to Gigabit is About Business

The cable companies racing to Gigabit networks isn't about delivering ultra-fast broadband to consumers. The Gigabit announcements get them good PR...

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Four Ways Cable Operators Can Boost the Customer Experience

By Mae Kowalke, TMCnet Contributor

The customer experience has always mattered, but its importance has grown in recent years. This has been driven by increased global competition, including the almost instant availability of alternations, and the rising expectations by fickle and informed consumer. Yet, cable operators have a long way to travel if they want to deliver the customer experience (CX) that consumers demand.

The Temkin Group’s Q3 2014 survey of 10,000 US consumers’ opinions about goods and services registered the lowest ranking average Net Promoter Score (NPS) for pay TV providers, a telling statistic. Internet service providers did almost as poorly, coming in only one position higher.

“As technology innovations drive shifts in consumer behavior and open new service opportunities, operators must start eliminating pain points,” stressed Alcatel-Lucent’s Nicholas Cadwgan in a recent TechZine article, Cable MSOs transform the customer experience. “This includes any obstacles that will impede their ability to launch and provide adequate care and quality assurance for those services.”

Cadwgan lays out four customer experience management (CEM) areas that cable operators should focus on.

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HP Can't Compete in Public Cloud as Amazon Machine Learning Launches

There are long-term trends in technology we all know are happening. Computers will get more powerful. More devices will be connected. Finally,...

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Citrix and Grasshopper Make a Good Pair

Citrix has many products - DaaS, NetScaler, ZenApp, SingleSignon and the GoTo suite of products: GoToAssist, GoToMyPC, GoToMeeting, GoToTraining, GoToWebinar, Podio...

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The Pen is Mightier Than the Spell Check

May 3, 2013

How M2M, Telematics & GPS Helped Catch the Boston Bombers

May 3, 2013

The Boston bombers stole a Mercedes Benz equipped with mbrace2 the m2m/telematics system allowing a user or law enforcement to track the vehicle. While typically the system is useful for users who want to remotely unlock or lock their car door, it can also be used for synchronizing PC mapping apps with the car, allowing you to send a location and directions to your car. This is useful for people who don't want to enter an address into the GPS once in the vehicle.

The carjacking victim alerted police to the fact that the car had mbrace2 and at this point law enforcement tracked the car and was able to end the chase shortly thereafter. There is no telling what would have happened if a brand of car without such technology had been stolen.

Read more at Extreme Tech.







Does Wearable Tech Make You a Jerk

May 2, 2013

To the fashionable, the latest technology innovations have typically been frowned upon. Wearing a bluetooth headset is more accepted than ever but still has a stigma in certain social circles. Apple is an example of a company that understood and embraced this challenge and at one time had the highest valuation of any publicly traded company as a result. This also explains why the iPhone 5 doesn't look out of place next to an expensive watch.

In fact, smartphones are status symbols today and feature phones tell others you aren't with it or are cheap.

Google is not Apple but they have certainly learned a lot from Cupertino and applied much of it to Google Glass.



GENBAND Perspectives 2013 Live Blog

April 30, 2013

Check out What's on Tap for the GENBAND Perspectives Summit? by TMCnet's Rich Steeves

See me live at 2:00 pm today here at GENBAND Perspectives 2013 where I speak on a panel "Harnessing the Power of Social Networking" in the Grand Cypress Ballroom here at the Hyatt Regecy Grand Cypress.










I am in Orlando for GENBAND Perspectives 2013 and the show is about to begin. last night there was a poolside reception which was rained out - but the venue was able to move about 1,000 people quickly indoors where the reception continued without a hitch. OK, a few of us had some wet clothes but other than that things have gone well so far.



Drummers kick off event



GENBAND Chairman David Walsh takes the stage. "Digital life is interactive.








AT&T: From Dumb Pipe to Security and Home Automation

April 26, 2013

There has been talk within the telecom industry for many years regarding whether communications service providers would eventually just become providers of dumb pipes or provide added value they can charge for. The move to IMS in-part was supposed to allow these companies to add more apps and services to their offerings, allowing them to generate more revenue.

When Apple opened up its iPhone platform, hundreds of thousands of apps began to do many of the things telcos would have liked to provide. Moreover, many functions which telcos used to charge for like SMS were given away for free from the likes of WhatsApp and Facebook.

How a Call Center Translation Service Went Mainstream

April 24, 2013

Virtually everything in our lives has gotten more expensive over the years such as housing, cars, postage stamps, food and energy and yet telecommunications and broadband service costs continue to plummet. This state of affairs is in-part due to Moore’s Law and a side benefit of the declining connectivity costs has been bringing the world closer together. In the nineties you could bankrupt yourself quite easily if you direct-dialed from one country to another yet today IP communications has lowered the price of such calls to zero or a few pennies a minute depending on your location and device.

In 1982 a company called LanguageLine Solutions was founded to focus on helping translate conversations via telephone and since then, the company has grown to 6,000 interpreters who speak 98.6% of the 6,809 languages spoken in the world today.

On Screen Size, Apple is From Mars, Samsung from Venus

April 24, 2013

For many years now I have waxed poetic about the need for Apple to create a large screen phone. With the latest iteration of the iPhone, the “5” they decided to elongate the device but not make it wider. To me, this mistake is the worst that Apple has made since ignoring the market for seven-inch tablets and then playing catch-up with the iPad mini.

At first, when asked about larger screen phones, Apple said that they didn’t fit in the hand.

Google's Deep Learning Systems

April 24, 2013

Is The Media Tweeting Away its Profits?

April 16, 2013

I’d like to start by saying my heart goes out to the victims of the horrific Boston Marathon and their families. Having said that I read with interest that The New York Times, Boston Globe and Wall Street Journal took down their paywalls during this crisis and moreover many reporters were reporting on Twitter without linking to any content on their sites.

The challenge paid and many other media outlets face is obvious… They need to master social media while also getting readers to pay for their news and/or visit their websites for more information.

Of course there is the ability to give away a great deal of free content on Twitter and other social sites in order to get many followers who can be then directed to special subscription offers.

Momentum Continues in WebRTC Space

April 12, 2013

Last year, TMC and its partners launched the first WebRTC conference in the world and the market reacted enthusiastically with a sold out exhibit hall and a standing room only crowd. I tell you this because I haven’t seen so much interest in a new technology in over a decade. It reminds me of the early days of VoIP and SIP and the Internet all rolled up in one.

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