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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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SBC to Chicago: Kill Rate Regs

March 21, 2005

Please read this article by clicking on the link. I posted much of it here because it is so good and to be honest, anyone in telecom needs to be aware of these issues. I have some contact info listed at the bottom in red if you are interested in having your voice heard on this matter.

SBC to state: Kill rate regs

Seeks to scrap phone price controls; sweetens offer with 3-year freeze





By Julie Johnsson
March 21, 2005

SBC Communications Inc. is pushing Springfield lawmakers to approve sweeping deregulation that would remove all price controls on local telephone service in Illinois.

A bill introduced by Sen. James Clayborne Jr., D-East St. Louis, would effectively gut the Illinois Commerce Commission's (ICC) oversight of the rates SBC offers customers and competitors. State regulators would still have the authority to penalize the Baby Bell for shortfalls in customer service, however.


To sweeten the deal, SBC proposes a three-year freeze on the price of basic phone service for consumers who purchase only a dial tone from the Baby Bell or minor add-ons, such as caller identification.





Self-Service For Cable

March 21, 2005

Self-Service For Cable

Here is some news on the back-end of VoIP or the service side. Conversagent, (www.conversagent.com) a provider of conversational customer service software, has launched "AskTWC" with Time Warner Cable. Combined with current client Comcast, this gives Conversagent the top two US cable company customer self-service solutions.

Some highlights include:



  • Customers ask questions in their own words and get immediate, direct answers, not pages of search results or answers to FAQ questions
  • Available to customers 24x7
  • Serve a virtually infinite number of customers at once

This online self-service option will become available over the coming months to cable, high-speed Internet and digital phone customers.

Volo i-911

March 21, 2005

Volo made a splash today with its new service which is part of its VoiceOne Information Services (VOIS) product. The service is called i-911 and it uses the National Emergency Number Association or NENA's XML standards, the i-911 service emulates the wireline 911 environment with the delivery of accurate location information and call back numbers.

A key feature of the i-911 service is that it can route emergency calls for the customer whose location is constant and the customer who often moves the location of his VoIP device. Customers can update their new location information in real time, so that their i-911 call will be delivered to the appropriate Public Safety Answering Point (PSAP) in the new location. Also, the i-911 service provides PSAPs the information they need to dispatch emergency services in the event that an emergency call is disconnected or the caller cannot speak.

Envision Launches Business Consulting Group

March 21, 2005

The Weakest Link

March 21, 2005

I woke up sick this morning and fought myself to get up for a few hours. I finally threw in the towel and hoped to sleep it off. Something has been going around for a few weeks my doctor informed me. While in his office he prescribed me medication over a PDA which beamed the info to my pharmacy.

Intel VoIP Happenings

March 20, 2005

Lots of interesting things are happening over at Intel. They have a really interesting array microphone that allows more life-like conferencing. Diamondware has integrated with the microphone technology and their 3-d and stereo conferencing solutions. They're doing their best to further interoperability standards in areas such as SIP where there are so many different proprietary extensions.

Telchemy and TI

March 20, 2005

SIPquest, Nortel and Presence

March 20, 2005

Apple Changes Industry

March 20, 2005

Among the countless industry's Apple has changed over the years from desktop publishing to graphic arts/design, music and video... There could be a new one on the horizon. The company is responsible for a beautification of rack mountable computers in telecom and elsewhere. In the next few years, expect to see more rack mountable servers available in iPOD white.

Bezel design of all things is becoming a differentiator in communications and elsewhere.



Nuera's orca: A Pioneer



IMO this whole bezel design thing started in August of 1999 when I wrote about Nuera's Orca VoIP gateway.





Cisco Linksys Rumor

March 20, 2005

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