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

Nuance Brings Artificial Intelligence to the Omnichannel World

The robots aren’t coming, they are here is all I could think of today as I mulled over my notes from a...

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NFV Vendor Challenges Part 2

How will the software in NFV networks interact? Via a Management and Orchestration (MANO) layer.

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Rapport Open APIs Increase Employee Productivity

By: Richard Hatheway, Director, Enterprise Communications Product Marketing, Rapport for Large Enterprise, Alcatel-Lucent

What is one of the biggest factors affecting employee productivity today? Recent studiesby the National Business Research Institute and the Pew Research Center indicate that not having the right technology tools to do their jobs is one of the most critical. From something as simple as having a cell phone to as advanced as having a customized app, having the right tool provides employees with a productivity boost.

Unfortunately though, many large enterprises are unable to take advantage of advances in technology due to old or outdated infrastructure and ICT technology silos. In addition, being locked in to one technology vendor often stymies the enterprise from being able to update the tools necessary to increase employee productivity.

For instance, something as simple as developing and deploying a new app is often a frustrating experience, as the enterprise must submit a request to the technology vendor for a new app to be developed, then wait until the vendor adds it to their development queue before finding out when to expect it. This often takes months, if not longer.

In the meantime, instead of waiting for the new app, many employees take the “shadow IT” route. They download rogue (i.e., non-IT-supported) apps that will allow them to move forward with at least some of the functionality they seek, even without IT support. While this work-around may provide some degree of productivity enhancement for the employee, wouldn’t it be better if the enterprise was able to either plug in existing best-of-breed third-party apps or develop and deploy its own apps without having to wait for a vendor to become involved?

Alcatel-Lucent thinks so, which is one of the reasons our new solution, Rapport™ for Large Enterprise, is generating so much interest. Rapport is a private cloud-based communications and collaboration solution designed specifically for the large enterprise.

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Versay Solutions Moves to Support the Omnichannel World

A company known for professional services in the contact center – Chicago-based Versay Solutions has more recently applied its skills in analytics...

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Splice Software Uses the Power of Analytics to Expand its Product Line

Big data and analytics have had a huge impact on numerous spaces and certainly marketing is one of these areas. Perhaps the...

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Jet.com The .Good the .Bad and the .Ugly

The .GoodI’ve been using Jet.com for a few weeks and so far I have found the selection to be about 20-30% of...

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VoicePIN Voice Biometrics Brings New Tech to Phone and Apps

The biometrics market has been around for decades but never achieved widespread acceptance until after Apple rolled out TouchID. Laptop makers...

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RCN Joins Voice Peering Fabric

March 22, 2005

CompTel on Level 3

March 22, 2005

I had a chance to speak with CompTel/ALTS to get their comments on the Level 3 decision to withdraw forbearance petition. As you recall, the petition sought FCC clarification on the regulatory status of voice over Internet protocol (VoIP).

According to Jonathan Lee, senior vice president, regulatory affairs CompTel/ALTS

"It is unfortunate for Level 3 and the entire community of VoIP service providers that the previous FCC leadership was unable to reach a consensus on this critical issue, despite having the full allotment of time allowed to consider the forbearance petition.

With the change of leadership at the FCC coming so close to the deadline for action on the petition, CompTel/ALTS believes Level 3 made a prudent decision to withdraw its petition at this time. With this decision, the new FCC will not be forced to rush to a hasty judgment and will have a fair opportunity to consider the various policy ramifications of the questions on which Level 3 seeks clarity.





Lingo Phone Problems?

March 22, 2005

Seems unusual that VoIP service wouldn’t work with certain phones but this is what I read in the VoIP forum today. The post is titled Lingo has problems with certain phones:

I found this the hard way, ordered the service only to find out that certain digital phones are not compatible with Lingo. I have a Motorola MD481 phone. They problems with certain Panasonic and Uniden phones.

Gryphon Tackles Do-Not-Call

March 22, 2005

Gryphon Networks, announced today its integrated management platform called the Integrated Compliance and Contact Management Platform (ICCMP). The platform is designed to help customers achieve regulatory compliance, increase sales productivity, improve marketing effectiveness and tap into new markets, thereby creating a competitive advantage. In this case the regulatory compliance has to do with the do-not-call list.

"The ability to maintain compliance and at the same time fully leverage marketing and sales investments to most productively implement direct sales campaigns has proven to be an enormous challenge for most companies in an increasingly restrictive and complex regulatory environment," said Keith Fotta, CEO and president of Gryphon Networks. "What we offer is a unique value proposition encompassing a fully integrated modular and network-delivered platform solution suite that achieves both objectives, while enabling companies to fully saturate existing markets and tap into new markets, thereby creating a distinct competitive advantage."

Gryphon Networks' platform solution eliminates compliance risk and enables companies to replenish lost qualified prospects with patented, automatic preference management technology.



IPCC Congratulates FCC's Kevin Martin

March 22, 2005

Veraz in Call Centers

March 22, 2005

Veraz announced it has a call center compression solution using VoIP. The solution is based on Veraz’s I-Gate 4000 family of media gateways that can compress at ratios up to 12 to 1 for voice, enabling major savings in bandwidth costs while maintaining high toll-quality voice expected by multi-national corporations. Moreover, internal redundancy features guarantees the continuation of voice calls, fax and modem traffic under any network or system failure offering with five-nines system availability demanded from carrier-grade systems. Finally, the in-band management of the multi-site I-Gate 4000 gateways from a centralized site allows for significant savings on operational costs.

Why this is important? Veraz is company that also focuses on service providers.

Vonage Blocked Again!

March 22, 2005

No details are being given but Vonage is being blocked again. I’ve mentioned this sort of problem as a major concern of mine in the past and I hope the FCC really gives it to service providers that play dirty. My bigger concern is service providers playing with packets just a bit. Not enough to block but to inherently affect the voice quality of Vonage, Skype and others.

Level 3 Withdraws Petition

March 22, 2005

Yesterday Level 3 withdrew its forbearance petition. As you may recall the petition was originally put forward as a way to ensure that Level 3 would not have to pay access charges for terminating certain types of VoIP traffic (read more on the Level 3 FCC Buzz Page).

Recently Kevin Martin (Kevin Martin buzz page) became head of the FCC and as such there seems to be a level of anxiety as  to what the response will be. According to Level 3’s CEO, Jim Crowe, "Level 3 has withdrawn the petition in deference to the Commission. Given the appointment of new leadership only three business days before the statutory deadline for ruling on the petition, we determined it was inappropriate to ask the agency to resolve this important issue in the timeframe required by law.

Moderating at NCTA

March 21, 2005

The NCTA or national Cable and Telecommunications Association was nice enough to invite me to moderate the following panel:

"VoIP Me! Marketing to the New Telephone Customer"
Monday, April 4 - 2:00pm to 3:15pm
Esplanade 305/307, Moscone South - San Francisco, California

SESSION DESCRIPTION:

It's part telephone, part Internet. It's a dash of the familiar punctuated with a bold take on the future. And it's among cable's most promising new businesses.







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.





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