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Rich Tehrani
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Will Call Center Gamification Increase Productivity?

November 11, 2011

Recently I had a chance to speak with Oscar Giraldo and Ariel Cordiviola Palaia the CPO of Arcaris regarding his company’s new contact center performance management software named PLAYCALL which “gamifies” performance allowing agents to see how their performance ranks among others at the company. By utilizing KPIs set by the company, a worker can see their progress or lack thereof and can react accordingly. The company says its system will reduce turnover and it even has a widget which agents can look at to see progress.

Agents can also communicate with their supervisor and receive awards based on achievement.

Should Facebook Shadow Profiles Scare us?

October 18, 2011

In Europe there is a controversy over the creation of shadow profiles of users who haven’t consented to using Facebook. Through a mix of information gathering via Facebook like buttons coupled with address book sharing and related means they are able to piece together identities of users who don’t use Facebook quite often because they don’t want to be tracked.

Of course Facebook has access to information just like other companies do – those who supply toolbars, show cookie-placing ads and sites who allow uploading of address books. But what makes the situation so scary is that Facebook has so much information on so many users that their cross-referencing capability makes it a major threat to privacy.

Identity Management is the Decade's Killer App and Facebook Knows it

October 17, 2011

How long before we hear the TSA say, "Boarding pass and Facebook ID please?"

Have we gotten to the point where Facebook has become so dominant as an online identity system that is going to enter the real world with business cards which can be read via NFC and RFID. Well according to a new Facebook trademark application the company seems to have huge ambitions in the offline world and one can easily see how a Facebook ID can become even more secure than a government issued identification card.

And for that matter, it is only a matter of time before such a card could be used as a payment system competing with credit card companies and banks.

Identity management is this decade's killer app and Facebook knows it... Once you have information on who a person is and it is authenticated, you open up the world of secure commerce. Couple this with location and you have a powerful security mechanism which could be used to ensure your Facebook charge card can only work when it is in the same location as your phone for example.

Can we Stop Twitter Fail Whale?

October 12, 2011

I must admit I rarely use the Twitter web interface - I am a fan of HootSuite and TweetDeck and use them both depending on various factors. So I don't see the fail whale that often. But today I decided to respond to someone who retweeted one of my tweets by clicking on the link I received via twitter in an email. Sure enough, the fail whale came up - I have seen it so often years ago before I started using Twitter interfaces listed above.

The question I have to ask is - if we as a world are relying on Twitter so much for communications, isn't it important to society to have this thing working correctly all the time?

At Metaswitch Forum 2011

October 3, 2011

I presented at two sessions today at Metaswitch Forum 2011 and both focused on wireline trends in the market. The general theme of this conference so far has to do with how carriers can compete in a world which is rapidly becoming mobile and social. Metaswitch for it's part has been busy improving it's platforms allowing carriers to take back control of business relationships with their customers.

Interesting takeaways from this session is a discussion being led by Anusha 'Ash' Nirmalananthan of Metaswitch where she is dissecting some social network activities in Facebook and Skype and exposing areas of exploitation for carriers.

She says, innovation and differentiation are crucial for carriers going forward.

Benbria Evolves into Social CRM

September 22, 2011

Marketing has never been so complicated and social media has only taken something which was difficult and added levels of complexity. Recently at ITEXPO in Austin, Texas, TMC hosted its first CMO Summit and the consensus at the event was that complexity is out of control. How do I deal with the physical and virtual world while adequately communicating with customers the way they want to be contacted was a common theme.

At the expo I met with Andrea Baptiste President and CEO of Benbria, a company which got its start in the outbound notification space.

Twitter Tightens SMS Ties with Photos

September 21, 2011

Twitter's 140 character limit was actually a limit of SMS messages applied to the world's most successful microblogging service but in the last few years, Twitter use has migrated to apps on smartphones and web browsers. Today the company sent a reminder to the world that yes, you can tweet via SMS as well. In fact you can now include photos in an SMS message and have it update your account.

At the moment this functionality is limited to AT&T, Verizon and Cellular South in the US as well as Orange in the UK, Vodafone Italy, Rogers Communications in Canada, VIVA Bahrain and TIM Brazil.

Here is more information from Twitter and a list of short and long codes used to address your SMS messages.

Hat tip Phone Scoop.

Why Blocked AT&T, T-Mobile USA Deal is Good for Growth

August 31, 2011

Critics might say, in the history of M&A, it is difficult to recall one instance where more jobs were created as a result of two companies coming together. Yet this is the argument AT&T has been making for just less than three months after the merger announcement with AT&T and T-Mobile USA was announced. In part the argument was reinforced by the company's commitment to bring remote call center jobs back to the states.

Moreover, AT&T’s claim that this merger would be good for consumers is an interesting one as critics might say it is fairly easy to argue either side.

Web Transparency Aids Outage Victims After Irene

August 30, 2011

Over the last decade, social CRM has given companies a voice on a 24x7 basis – if they so choose. Companies which once were impossible to extract information from will now gladly answer questions via Twitter for the world to search and see. Nowhere is two-way flow of information more important than in the post Hurricane-Irene outage where millions on the east coast have been affected.

With a heavy reliance on well water, northeast electricity outage victims suffer not only from dead-gadgetitis but they also can’t even take showers or flush their toilets.

Suzanne Bowen Moves to AstraQom

August 25, 2011

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