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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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Larry Ellison Was a Real Trailblazer

September 18, 2014

Today, Larry Ellison announced he will step down as Oracle CEO, handing over the reins to co-presidents Mark Hurd and Safra Catz, who will now report directly to the board. In the late eighties/early nineties I was a database programmer here at TMC and had to decide between Oracle and Informix – two of the more popular relational databases at the time. I made the decision to go with Informix because Oracle was in the middle of an SEC investigation relating to how the reported forward earnings.

At the time, companies were far more siloed… A database company was a database company.

Rich Tehrani Thoughts From California

September 17, 2014

I've been on the road in Vegas and California over the past ten days or so. Here are my thoughts.

The Venetian Rocks

First off, the Venetian has remodeled its rooms and they are amazingly comfortable and some of the quietest ones on the strip.

GENBAND Kandy Goes Public at Ruby Skye

September 17, 2014


Last night, GENBAND hosted a gala premiere at Ruby Skye in San Francisco for its official Kandy launch - the transitional solution from the communications hardware company which positions them as a seller of cloud-solutions. The point of the event was two-fold... Establish the brand Kandy into the minds of attendees who consisted of the media, analysts, customers and partners and also to show off the partner ecosystem which is beginning to flourish.



The company seemed to nail it on both parts - the extravagant event was not inexpensive and it was choreographed perfectly. Many attendees told me they couldn't believe the investment.




Samsung Ad: Apple is Late to the Large Screen Market

September 12, 2014

California Lawmakers Plunge Some Transactions into 3rd World

September 11, 2014

California has come up with a law that hurts the very people it says it is protecting by making it difficult to record call center transactions. Penal code 632 of California law says in-part:
(a) Every person who, intentionally and without the consent of all parties to a confidential communication, by means of any electronic amplifying or recording device, eavesdrops upon or records the confidential communication, whether the communication is carried on among the parties in the presence of one another or by means of a telegraph, telephone, or other device, except a radio, shall be punished by a fine not exceeding two thousand five hundred dollars ($2,500), or imprisonment in the county jail not exceeding one year, or in the state prison, or by both that fine and imprisonment. If the person has previously been convicted of a violation of this section or Section 631, 632.5, 632.6, 632.7, or 636, the person shall be punished by a fine not exceeding ten thousand dollars ($10,000), by imprisonment in the county jail not exceeding one year, or in the state prison, or by both that fine and imprisonment.
This is part of a more bewildering law Penal Code 630-638 that seems to be designed to make it exceedingly difficult to do business in the state.

The challenge for business owners is they need to record calls for many reasons such as quality control and government compliance. Now, it is potentially illegal to record such calls without the consent of the caller.

Then there is the importance of keeping a record of all calls for the caller's own protection.



Globys Uses the Power of Social to Boost Carrier Sales

September 9, 2014

You may recall a commercial for Faberge Organic shampoo from decades back where the person using the shampoo said when you like it and try it, you tell 2 friends and so on. This is the exact idea which came to mind when I met with Lara Albert and Olly Downs of Globys. They told me recently that the company made some Social graph augmentations to their Globys Mobile Occasions solution. These contextual marketing platform advancements help carriers increase their understanding of the viral impact of social interactions.

Saepta Wants to Be the Go to Survey Service

September 3, 2014



“From the moment you get up in the morning, you start to make decisions and I believe people love to engage through asking questions and getting answers,” said Bruce Hendrix, CEO and cofounder of Saepta, a new company with a focus on providing quick and easy surveys to the masses. The company’s website in-fact seems to be a social media hub for opinions.

While taking surveys isn’t new – people have been doing this for years, Saepta wants to differentiate itself by providing short and simple ones which are powered by social media and are transparent. They believe they have easier-to-build surveys than the competition and their ability to quickly share and even embed them sets their solution apart from other services.

Google Glass Hackathon Comes to New York

September 2, 2014



At TMC’s Wearable Tech Expo event this past summer in NYC I had a chance to meet Katy Kasmai who heads up UbiTech, the company behind the Google Glass Hackathon in New York. This next event takes place September 6-7, 2014 – basically next week and has a bunch of prizes associated with it such as $1,000 from Augmate for an enterprise supply chain application.

The price is $25 per person and the event is at WeWork Park South.

I had a chance to interview Katy at the Wearable Tech Expo conference where she explained how she got involved with this market and went on to talk about some important points regarding Glass and associated applications.

Just as the iPhone helped turn phones into application-centric devices, Google Glass looks like it will be the product that makes many of us want to wear smart glasses.

Altair: LTE the Right Choice for M2M & IOT

August 26, 2014

Some of my early conversations about the M2M and IoT space with carriers had them explaining to me how they love these growing markets because they allow their legacy networks to be utilized to generate additional revenue. In addition, M2M products didn’t come with customer service costs associated with retail customers.

Fast forward some years and the case is now being made that it is smarter to roll out M2M and IoT solutions on LTE networks. The reason?

Defending Against an Autocomplete Smear Campaign

August 25, 2014

What would you do if you started to Google your name and Google was to suggest you complete the query with the word scammer, fraud or crook?

While Google contends with lawsuits around the globe relating to autocomplete suggestions which are deemed libelous, one has to wonder if it isn’t possible to easily set up a campaign to smear anyone or any company. Google argues that features like autocomplete can’t be libelous because they utilize an algorithm which uses information from Google+ and user searches.

The obvious question which hasn’t been addressed however is if one can get away with fraud in the advertising business, why not in the autocomplete business?

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