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Rich Tehrani
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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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Popular Telephony News

February 22, 2005

Popular Telephony will be working with Commoca and TI to introduce a color, touch-screen phone with Popular Telephony's p2p technology embedded inside the device. I am looking forward to the seeing the Popular Telphony products in action at this week's Internet Telephony show in Miami. I have had many people asking me about Popular Telephony's Peerio technology and if I have seen it. I am looking forward to answering them once I get a demo this week at the show.

VoIP Peering Announcements

February 22, 2005

VoIP peering will be much bigger than I thought. There are some very big announcements brewing in this space… One will happen probably tomorrow and the other in the next week or so. I am sworn to secrecy so I will have to keep the details in confidence.

Simply stated, service providers are beginning to take notice of his market and are starting to consider interconnecting with companies that run VoIP peering networks. Service providers (read: large CLECS) are also looking at connecting to centralized ENUM repositories so they can transmit calls at no cost between members.

I can’t tell you who is making the announcement but I can tell you that I am hearing about more and more companies looking at VoIP peering as a way to take their phone costs and slash them so low they become inconsequential.

One of the comments at a dinner I was at tonight was that if Verizon can wait another few months to make its bid, MCI will be worth a few billion less!





UNE-P to VoIP Migration

February 21, 2005

Here is another ITEXPO release. UNE-P has been getting lots of press lately. I am looking forward to hearing Shawn Lewis speak on how service providers should migrate to VoIP.

Paris Hilton Black Book

February 21, 2005

A T-Mobile database break-in allowed hackers to steal many customer records and notably Paris Hilton, one of the highest profile T-Mobile customers was hacked. All her personal records were also posted on the internet. Paris uses a Sidekick and it seems is tech-savvy, meaning an entire legion of nerdy, introverted teens can now fantasize about IMing her. Hackers gained access to phone numbers, photos and private schedules of the blonde paparazzi princess.

Perhaps Paris can look to another New York jetsetter Donald Trump for sage advice.

The VoIP Reseller Opportunity

February 21, 2005

Industry pundits say no one is making money in VoIP. People who make predictions like this are so out of touch with reality they are probably on their way to Neverland with the kids for vacation. I keynoted at an ABP user conference and had a "distinguished" speaker from MCI say in front of an audience of resellers that no one is making money in VoIP except for conference organizers! (Here is a hint, his initials are Dr. H.S.) While I can tell you first-hand that the VoIP conference business is doing great, I wasn't prepared for the number of resellers who came up to me at lunch to say they are making a killing selling VoIP products and services.

VoIP Killer Apps

February 21, 2005

Are there really VoIP killer apps out there? While there are heated debates about this issue in Internet Telephony Magazine, I believe there are killer apps and that the killer app of VoIP will be a laundry-list of features as opposed to a single application. Time will tell whether I am correct but in the mean-time I will continue to present you year after year with some of the industry's best and brightest applications for you to evaluate Come see the show and you can judge for your self if killer-apps in VoIP are hype or reality.

Join us in Orchid C at 1:00 PM on Thursday, February 24, 2005 to see it in action.

Here is the schedule:







1:00-1:45

Aculab

2:00-2:45

Interstar

3:00-3:45

Nimcat Networks

4:00-4:45

Vonexus


Everyone is eligible to attend this session.

The Future of VoIP

February 21, 2005

Visit a Tier-1 Network Access Point (NAP)

February 21, 2005

VoIP Peering

February 21, 2005

Please check my blog often this week as I will detail the "Can't Miss" sessions from the show. In addition I will be detailing what you need to know at the show and how to best benefit from the intense and in-depth educational experience. What amazes me about Internet Telephony Conference & Expo is how the conference and general sessions at this event truly capture the essence of what is important in our industry. We really haven't missed any important trend.

What's up at ITEXPO?

February 20, 2005

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