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

WWIII: Fight Between BigTech AI, Regulators and Lawyers is Coming

The EU's GPDR or allows General Data Protection Regulation which goes into effect next year includes a right to an explanation of decisions...

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EU GPDR Devastating to AI

Very important guest blog post originally found on Techzone360.Last September, a U.K. House of Commons committee concluded that it is too soon to regulate...

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Where is the Money in Communications Platform as a Service

How can today's wholesale carriers, operators and service providers meet the needs of those hanging on to PSTN and such while at...

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Where your UC solution should be is not the same for every business

There are quite a few debates about where a business Unified Communication solution should physically be located.  Should it be customer premise...

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CafeX Sees Call Center Converging with CRM

CafeX EVP Sajeel Hussain sees a convergence between the CRM space and contact centers and he's in a great position to know...

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External Battery Power Bank for Microsoft Surface Book

If you are looking for a large, external battery which can power a Microsoft Surface Book, we have good news for...

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Back from Hiatus and what Went on at MWC - The 5G and AI Hype Game

  After a short blog hiatus, I am back in the blogging saddle.   The integration of Dialogic CCD into Sangoma has been...

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Google Sidebar

August 22, 2005

Google is doing an admirable job competing with Microsoft by releasing product after product that competes with the Redmond based software company while at the same time downplaying the fact that they compete. In a Wall Street Journal article today you can read the following : It's no question that we're competing with Microsoft today -- and with a lot of other people," said Nikhil Bhatla, the product manager for Google desktop software. Today Google released Sidebar a tool that is like a web and personal; dashboard allowing you to keep track of news, weather, stocks, and more. It also serves as a launch pad for applications and tools.

When you download the toolbar you get a message that says “Please read this carefully.

Elite Coffee

August 22, 2005

I haven’t been to Israel in a number of years. The last time was I was there was just after my uncle build the Mandarin Hotel in Tel Aviv. That was also the last time I was fluent in Hebrew. When I was there I never got a chance to, as far as I recall – drink Elite Coffee.

I discovered this beverage over a year ago and it is the smoothest coffee I have ever tasted and as it is instant which means no more waiting to brew a new cup. Elite also makes regular coffee which I haven’t tasted.

It is also quite strong.

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.

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