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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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MultiService Market Rebounds

March 29, 2005

SCOTTSDALE, Ariz., March 29, 2005 - The MultiService switch market rebounded in 2004 with worldwide sales of $2.3 billion, an increase of 9% from 2003, reports In-Stat (http://www.in-stat.com). Sales to service providers accounted for about 90% of total MultiService switch sales in 2004.

"2004 was a turnaround year as service providers began spending to replenish capacity in their networks, add capacity for broadband aggregation, and offer new services, such as MPLS IP VPN and Ethernet services," says Henry Goldberg, In-Stat analyst. "Wireless service providers were a growing, important market for MultiService switch vendors, as they purchased this equipment for Radio Access Network backhaul and other applications."

A recent report by In-Stat found the following:



  • In-Stat forecasts 7% growth in worldwide MultiService switch sales in 2005, and a CAGR of about 6% over the next five years.
  • The MultiService switch market is mature, and In-Stat expects growth rates in sales to gradually decline over time as the products face stiff competition from routers as service providers evolve to MPLS networks.
  • Nortel held the leading position in sales for the fourth consecutive year, attaining a market share of 34% of total MultiService switch sales.

Tech CEOs Hiring

March 29, 2005

95 percent of tech CEOs are planning to grow their workforce, according to Deloitte’s 2005 CEO Survey of the fastest growing technology companies in North America. The tech CEOs surveyed are focusing on internal strategies to grow their companies and are shrugging off economic and terrorism worries.

Key Findings of the Survey:

  • Ninety-five percent of the CEOs plan to grow their workforce, almost two-thirds by 25 percent or more
  • Nearly three-quarters of the CEOs are extremely or very confident about their companies’ future growth
  • Economic concerns are only an issue for 2 percent of the CEOs this year, down significantly from 16 percent last year
  • The necessity of a strong business strategy ranked higher in importance this year; having exceptional or unique products ranked lower
  • Twice as many CEOs as last year are concerned about competitive pressure on pricing and more are concerned with building strategic relationships

China Phishing Skyrockets

March 29, 2005

ActionTec and Skype

March 28, 2005

I was at the water cooler today – sounds like such a cliché, and Tom Keating asked me if I read his ActionTec Skype review. I explained to Tom that I am struggling to catch up with e-mail from just today. Tom laughed and nodded as if he understood.

I felt a bit guilty. Tom is an awesome reviewer and wouldn’t tell me to see his review unless it was important.

Food For Thought

March 28, 2005

Customers Get Revenge on Call Centers

March 28, 2005

Dial-Up Declines

March 28, 2005

BellSouth Awarded Favorable DSL Decision

March 28, 2005

Marc Cuban Vs. RIAA

March 28, 2005

A very unlikely champion of p2p networks may be the most important friend the young industry has. In a  recent blog entry, Cuban outlines some of the businesses he owns and why he feels the recording industry could seriously cripple innovation if they win the MGM Vs. Grokster case. Here is an excerpt from Cuban’s blog:

We are a digital company that is platform agnostic. Bits are bits.

Hosting Grows Slowly

March 28, 2005

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