Rich Tehrani : Communications and Technology Blog - Tehrani.com
Rich Tehrani
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| Communications and Technology Blog - Latest news in IP communications, telecom, VoIP, call center & CRM space

Yes, Fonality, I am Skeptical (of the VoIP Sector)

Apparently, one slightly snarky tweet and a single line item in Tidbits - "A head scratcher: Fonality got bought by Netfortis....

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Uber News Involves Sexual Harassment While Waze Competes

The news of the week wasn't great for Uber as a result of sexual harassment claims by workers via a blog post...

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Forward This Post to Employees To Protect From Hackers

Although there is no guarantee you can be 100% protected against hacking, there are some basics you can share with workers to...

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The Drone Wars Have Arrived

An army of good drones will protect our high-value targets at all times. In February 2014 we warned of the impending urban drone...

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Downhill Sledding

For Agents especially, our business has been downhill sledding, much the way Calvin and Hobbes did it (see HERE). Price compression...

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Avaya Bankruptcy Really Doesn't Bother Buyers

At this month's ITEXPO we hosted a panel on Cloud UC with RingCentral, 8x8 and Broadsoft and one of the first questions...

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How Service Providers Can Avoid Becoming A Bit-Pipe

I was recently talking to STL Partners / Telco 2.0 and we had a discussion about service providers now facing the similar...

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Down to Just over 600 E-mails

August 21, 2005

Offshored to Death

August 21, 2005

Will offshoring be the death of American companies? Perhaps not but what if intelligent competitors playing on inherent patriotism of potential costumers were to use offshoring as a way to take customers away from those companies that are known to put their service and support departments in other countries such as India?

Dell is one of the more famous companies using offshoring and we have all heard stories that many Dell customers are unhappy with the level of service they are receiving from the Texas based PC giant.

This environment presents a perfect opportunity for companies like MPC Computers to start advertising campaigns targeted at people who are sick and tired of dealing with offshored help desks. A new ad from the company has the following headline:

100% U.S. Based Service and Support

If you go to the specific site touted in the ad you see the following text:

100% U.S.-based service and support

At MPC Computers, we keep our tech support close to home.





At a time when most other PC companies are outsourcing their service and support to other countries, we're keeping our staff right here in the U.S. Our support reps sit right next to our product engineers-not in a different hemisphere. So if you have a problem, your question is answered quickly and accurately with as much technical information as you need.

MPC Computers builds products for speed, reliability and performance, like our new TransPort® 2300 notebook, featuring Intel® Centrino™ mobile technology and Microsoft Windows XP Professional, and the latest security features.

At MPC, we're committed to delivering great service and support, and we're committed to designing great products.













Can Identity Theft kill You

August 21, 2005

A Money Magazine article (subscription required) titled "Are You Terrified About Identity Theft? If Not, Consider this: It Could Get You killed." Cites a conversation with John Gardner who they call a smooth talking lawyer and spokesman for Pre-Paid Legal Services.

The premise is as follows. If someone steals your identity and lands in the hospital and the doctors think it is you, your Medical information Bureau (MIB) identity will be altered. This is part of your medical history and can lead to you being denied insurance.

Why Avaya Was Spun Off

August 21, 2005

I was reading one of the networking magazines this weekend and was surprised at the error made by one of the authors. I don't want to embarrass the person so I won't mention them or link to the article. The comment was that Lucent sold Avaya to focus on the service provider market because it couldn't serve both. The door just does not seem to swing both ways.

Right before Avaya was spun off, Lucent held a press conference with a hundred or so editors and analysts.

Catching up on E-mail

August 20, 2005

I caught up (read -- scanned through and deleted and responded to important items as needed) on e-mail today and had just fewer than 4,000 when I started and am at 1,775. There were lots of great and important messages in my box and I am still getting to the more important messages.

If you let e-mail get away from you I feel you will never catch up. I don't know how we live without e-mail and more importantly how we are supposed to live with it. You can eat up so much time just catching up each day with your e-mail from coworkers, PR people, colleagues, etc.

I hope for more intelligent agents in the future that help us with the deluge of e-mail.



Stopping McMansions

August 19, 2005

VocalTec Receives Nasdaq Notification

August 19, 2005

Last night VocalTec reported they received a notice from the Nasdaq that they are not in compliance with marketplace rules that stipulate the minimum stockholder equity or market value of their shares. Nasdaq is reviewing the company's eligibility for continued listing on The Nasdaq SmallCap Market.

The Company has been requested to provide Nasdaq by August 26, 2005 the company's plan to achieve and sustain compliance with all Nasdaq SmallCap Market listing requirements. If following review of such plan Nasdaq determines that the company's plan is inadequate, Nasdaq will provide written notification that the company's securities will be delisted. The Company may appeal Nasdaq's decision to a Nasdaq Listing Qualifications Panel.

New Call Center Blog

August 19, 2005

Steve Brubaker is one of the nicest people you will meet in the call center business and he knows his stuff, really well. This is why I was so excited to read his new blog where he talks about how important call centers are to the US economy and how important it is to provide good customer service.

With all the companies offshoring and thinking they have o have agents in third-world countries, he asks:

Why aren't companies "wowing" customers today in the USA?  What is the real cost of bringing on new customers only to have them flee to the competition because of poor customer service experiences?

Why do customers have to wait on hold for lengthy periods of time to reach call centers?  Could it be because the bean counters are determining the number of agents needed and "acceptable" hold times based on historical data showing when people tend to hang-up in queue?
 
Why are Agents being hired who do not speak understandable English?  Could it be because the "cost" of agents in third world countries is a fraction of wages here in the USA?

It is no secret that more customer service agents are being off shored by the day and invariably the quality of customer service keeps diminishing. Customers will ultimately tell corporate America that what they are doing is good or bad. Losing customers however is a painful way to find out you have made a mistake.











EVDO Rev A

August 19, 2005

David Sims writes a great piece on CDMA2000 1xEV-DO Revision A technology and it is faster as you would expect that traditional EVDO. Verizon and Lucent are trialing this new technology and I can’t wait till it comes out. I can’t tell you how many times this network has saved me in the last year or so since I have had it.

Revision A enables users to receive data (forward link) at speeds of theoretically up to 3.1 Megabits per second, and send data (reverse link) at speeds of theoretically up to 1.8 Mbps. I suppose these terms are Lucent wireless speak for upload and download.

Now I was never able to reach theoretical speeds before the upgrade and I am sure I wont be able to with the upgrade. All I can ask for is that I get a proportional speed jump and I will be happy.



Rich Tehrani “Live” Next Week

August 19, 2005

One of my favorite things to do is to speak to a live audience and share my thoughts and opinions with them. I especially like the feedback I get from the audience when I am done. The questions, the dialogue, the networking, Q&A, etc. That is the best part of public speaking.

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