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

Why Aren't You My Customer?

COMPTEL had a sales training session for attendees with Stephen Schiffman. Schiffman has written 50+ books in his 35 year career...

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How Imagine Communications is Bringing Video Distribution to the cloud and Beyond

At the end of 2014 I declared Imagine Communications one of the companies to watch in 2015, specifically stating: The video industry...

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The Race to Gigabit is About Business

The cable companies racing to Gigabit networks isn't about delivering ultra-fast broadband to consumers. The Gigabit announcements get them good PR...

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Four Ways Cable Operators Can Boost the Customer Experience

By Mae Kowalke, TMCnet Contributor

The customer experience has always mattered, but its importance has grown in recent years. This has been driven by increased global competition, including the almost instant availability of alternations, and the rising expectations by fickle and informed consumer. Yet, cable operators have a long way to travel if they want to deliver the customer experience (CX) that consumers demand.

The Temkin Group’s Q3 2014 survey of 10,000 US consumers’ opinions about goods and services registered the lowest ranking average Net Promoter Score (NPS) for pay TV providers, a telling statistic. Internet service providers did almost as poorly, coming in only one position higher.

“As technology innovations drive shifts in consumer behavior and open new service opportunities, operators must start eliminating pain points,” stressed Alcatel-Lucent’s Nicholas Cadwgan in a recent TechZine article, Cable MSOs transform the customer experience. “This includes any obstacles that will impede their ability to launch and provide adequate care and quality assurance for those services.”

Cadwgan lays out four customer experience management (CEM) areas that cable operators should focus on.

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HP Can't Compete in Public Cloud as Amazon Machine Learning Launches

There are long-term trends in technology we all know are happening. Computers will get more powerful. More devices will be connected. Finally,...

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Citrix and Grasshopper Make a Good Pair

Citrix has many products - DaaS, NetScaler, ZenApp, SingleSignon and the GoTo suite of products: GoToAssist, GoToMyPC, GoToMeeting, GoToTraining, GoToWebinar, Podio...

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VoIP on the Trading Floor

March 6, 2005

It may be a bit early for VoIP to be the primary communications medium on trading floors according to this article. This has been an interesting weekend in VoIP history as Vonage had problems with their network yesterday (an article from last summer on a Vonage outage) and today there are reports that Lingo may be having trouble with their service. Generally speaking when multiple service providers have network issues around the same time, you look to a common provider that both companies rely on as the culprit. That doesn't seem to be the case in this instance as Vonage blamed the outage on a software upgrade.

VoIP by its very nature is more complex than the PSTN and I'd venture to say that most VoIP service providers are less than 40 months old.

RSS/XML VoIP, Cisco, Etc

March 5, 2005

Even though TMCnet has probably the most flexible RSS feeds I have seen allowing you to get a feed on any term you want, we decided to put up an RSS page that encompasses some of the areas we cover. There are XML feeds on IP telephony, IP PBX, VoIP, Avaya, Cisco, Speech Recognition, etc. We picked some of the more popular terms that people choose.. Admittedly there are some companies on this page that probably shouldn't be here but consider this a beta and feel free to send us suggestions on how we may improve the page or our site in general.

Vonage Service Down

March 5, 2005

TMCnet in Spanish

March 5, 2005

LNP Issues

March 5, 2005

I received this e-mail today and I unfortunately don't have any answers regarding LNP. It is a problem that I hear many complaints about. At our last ITEXPO in Miami many people asked me the same question. I think the FCC should ensure that numbers port quickly or impose fines like the one they recently levied against a phone company restricting VoIP calls.

IMO the fines should be levied after seven days of a number not porting and cost the provider $50 for every day the consumer has to wait.

Over 6,000 at ITEXPO Miami

March 4, 2005

If you want to see the massive crowds at ITEXPO – the talk of the industry, please check out this video. Yes the video quality stinks but its optimized to play quickly. We may improve the quality next week. We had over 6,000 people at the event making this the largest Internet Telephony Conference & Expo TMC has ever produced.

March 4, 2005

VoIP mobility Is a hot theme these days and you can see how companies are coming together to make it happen. I am hearing about this trend from Nortel, Avaya and others. It is also the theme of the March Issue of Internet Telephony Magazine which is in the mail.

Nortel and SIPquest bring SIP-based multimedia services to wireless devices

Phase-one to add Presence, Instant Messaging, and network-based directory and call logs.

ITSP in a Box

March 4, 2005

How do you know the market is getting competitive? When you can buy an ITSP in a box. Take a look at this release. For under $40k you’re up and running.

AccessLine Hosted VoIP

March 4, 2005

FCC Fights for VoIP

March 4, 2005

I have been a critic of the FCC because of my concern about broadband competition. One important reason for this concern was that without broadband competition, service providers are in a position to “tinker” with VoIP packets. They can stop them, slow them, disrupt them, etc. At the last ITEXPO in Miami, many other people in the industry shared the same concern.

Beyond the VoIP issue, broadband competition is necessary for a variety of reasons.

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