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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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Communications Mergers Full Committee Hearing POSTPONED

June 18, 2005

Telecom Competition

June 18, 2005

I received this e-mail this week from Consumer's Union and agree that we are seeing too many mega-mergers in telecom. The telecom industry is turning into a battle between those who want to innovate against those that want to regulate. VoIP has revolutionized telecom and we need to allow this revolution to continue. Allowing a few companies to own all the pipes to all the homes is the worst thing we can to foster innovation and competition.

VoIP and Outdated Telecom Laws

June 18, 2005

Here is a great article on VoIP regulation and outdated telecom laws by TMCnet’s newest reporter, Ted Glanzer. Here is an excerpt:

The Brand X case: On the judicial side, the U.S. Supreme Court is supposed to issue a decision any day now regarding the infamous Brand X case. The issue before the court is whether the FCC should regulate cable broadband service as a telecommunication service under the Telecommunications Act of 1996.

More Google TV

June 18, 2005

As I just wrote about Google TV, I figured I would do a search on Google TV using Google to see what came up. I may be late to the party by there is a pretty neat service called Google Video Search that the company offers allowing you to search for TV shows, episodes and even for local showings of the next episode of your favorite program. I vaguely remember hearing about this when I heard Yahoo! had something similar in the works.

Google TV

June 18, 2005

In case you missed the story on Google TV -- or is it a rumor. We'll have to wait and see.

Here is an excerpt from Tom's blog:

However, my source said that the amount of bandwidth purchased could only mean one thing - video. Of course video could be just about anything. Is Google going to offer videoconferencing, video streaming, video-on-demand?



MasterCard Theft

June 18, 2005

In what seems like an epidemic of confidential data being compromised, MasterCard recently announced that 40 million -- yes a number with seen zeros as in 40,000,000 credit card files were put at risk when a computer at credit card processor Card Systems International was breached.

MasterCard said other personal data that might contribute to identity theft, like Social Security numbers and dates of birth, was not stored on its cards and therefore not at risk. And it said credit card holders would not be liable for any fraudulent charges to their accounts.

I believe that the government will come out with some very strict laws soon which will aim to reduce problems such as this from happening. It is unclear what can be done but I get the feeling the situation is coming to a boil. Recently a similar problem happened at CitiGroup, LexisNexis and ChoicePoint.

More on this story from the NY TIMES.





53 VoIP URLs

June 18, 2005

The number of recent VoIP URLs has decreased for a few weeks now. It was common to have 80-90 a day for a while. I wonder if this is a sign of the market maturing or the fact that all the good ones are gone. Some of my favorite from the list are "lenovoiptv.com" -- is Jay Leno going to be moonlighting soon?

Pennywise, Pound Foolish

June 17, 2005

Sometimes being cheap will cost you big in the end. Especially when you are being cheap over a £4 ketchup stain. An attorney in the UK that makes around £364,000 per year harassed a secretary to pay for the dry cleaning. How she spilled the ketchup on his pants is unknown but what is know is that she paid the bill in full herself and this has become an Internet phenomenon.

The Beginning Of Internet Sales Tax

June 14, 2005

A story titled Appeals court: Borders must pay Calif. tax on online sales may be the straw that breaks the camel’s back in the controversy over collecting sales tax on internet purchases. Businesses can avoid paying sales taxes to states where they have no physical presence, according to a 1992 U.S. Supreme Court ruling.

Telco stock options a conflict of interest for Rep. Pete Sessions

June 14, 2005

I don’t know why any politician would want to prevent cities from providing wireless Internet access to its citizens. Here is a release I received that if true is pretty damaging to U.S. Rep. Pete Sessions from Texas. If these allegations are true, it would be an unprecedented conflict of interest.

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