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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

Country Music and Wi-Fi Offload

This past Sunday night I attended the 50th annual Academy of Country Music (ACM) awards, hosted at the AT&T Stadium outside...

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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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What Amazon Prime Now Customers in NYC are Saying

December 24, 2014

How happy are New Yorkers that they can spend less time shopping and more time drinking coffee and generally ignoring one another? Well this came to me today from a relative. Let's just say he is a very happy Amazon customer.

---

Rich,

Last night i placed my first PrimeNow order. 





Shocking Bang & Olufsen Profit Warning

December 24, 2014

Generally, I don’t write about profit warnings but the latest one from B&O caught me by surprise because the luxury market is booming and the consumer electronics market is doing amazingly well yet Bang & Olufsen is not seeing sales explode. As I child I used to ride my bike to the nearby B&O store to marvel at the products which were beyond the reach of a 11-year-old. The company was decades ahead of the competition in terms of design.

BeoPlay A8



They did such a good job in-fact, Steve Jobs cited them as an inspiration. Apple’s success in-turn led to the consumer electronics world taking design very seriously.





Fascinating WebRTC Demos from WebRTC Expo

December 19, 2014

WebRTC has been described as the most disruptive communications technology of the decade. It has also been described as overhyped.



Well, I have good news. I think we now know who is right.

WebRTC Expo 2014 in San Jose (see picture above) had some fascinating demos of state-of-the-art in WebRTC.

Really, this is the leading-edge of the market. Is it hype?







Restoration Hardware's E-commerce Fighting Formula

December 16, 2014

A Tasteful Blend of Starbucks and Apple Retail Experiences designed to make customers fall in love



Apple has the most valuable retail real estate in history, outdoing Tiffany. As a result, Microsoft has stores which mimic Apple. Samsung does as well. More importantly, many retailers emulate the look of Apple stores.

Thoughts on ThinkGeek Customer Service

December 16, 2014

I’m on the phone with ThinkGeek because I purchased something which they shipped incorrectly. I tried email and didn’t get a response. They do say there is a 48-hour window which technically ends tomorrow but I’m not very patient.

New T-Mobile Pay as You Go LTE Pricing Changes Everything

December 15, 2014

Until recently, if you wanted a real data plan on a major carrier while using your cell phone, you were forced to purchase one of the monthly variety which could cost $35 per month and more with taxes and fees added in. Many people however don’t need to have access to data at all times. They can use texting and calling when in the car and then access wireless data when stationary at a coffee shop or even using their cable provider WiFi.

How Sony May be Fighting to Unleak its Information

December 12, 2014

The recent attack on Sony Pictures Entertainment is about as scary as it gets as emails which insulted the company’s hired talent or actors has been released. In just one incident a director called Angelina Jolie a spoiled, untalented, egomaniacal Brat. Then there were racially charged comments about President Obama. A leak of tens of thousands of salaries and social security numbers. The leak of contractor salaries, movies and discussions regarding costs related to movies.

You need a Flip Phone for Your Data Center

December 3, 2014



The big news of the week is celebrities are eschewing smartphones for flip phones. What you ask? Yes, flip phones, those clamshell devices which most people associate with the luddite relative you just saw at Thanksgiving. The reason?

Blackberry to Pay You $550 for your iPhone

November 25, 2014

The smartphone wars have gotten out of control with Blackberry paying you up to $450 to switch to the company’s devices. As you can see from the chart below, they are not messing around… There is serious money to be had here for the iPhone user that is looking to switch.

 

 

Trade-In
Value

BlackBerry
Top-Up

Offer
Total

iPhone 4S

up to $90

$150

up to $240

iPhone 5

up to $150

$150

up to $300

iPhone 5C

up to $130

$150

up to $280

iPhone 5S

up to $235

$150

up to $385

iPhone 6

up to $400

$150

up to $550

 

Amazon too has tried to get people to switch to the Kindle Fire phone by giving away a year of Prime service and unlimited photo storage and bundling a Kindle Fire HDX 7” for only 99 cents.

AirHopper: Even Air-Gap Networks are Not Secure

November 20, 2014

It’s a good time to be in the Cybersecurity business.



Quite often, highly secure computers are disconnected from the outside world so as to not get hit by hackers. However, it seems these air-gap networks named for their isolation from other computers are not as secure as we once thought. A hacker can get to these networks in the following manner. They design software which logs the keystrokes and subsequently transmits this information via FM radio signals generated by the graphics card - without changing the display so the user doesn't detect the attack.

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