April 2005 Archives

Voice Self-Service

April 23, 2005 3:57 PM | 0 Comments

Join me for a webinar that details how you can deploy voice self-service solutions your customers will love. What excites me about this webinar sponsored by Gold Systems is that AAA the famous motor-club company will be presenting a success story. I can't imagine a more difficult implementation than AAA since most callers are on cell phones, making for a demanding speech recognition environment. See the details below and I hope to see (well electronically anyway) you there on Wednesday.


Benchmarks for Creating Successful Speech Automation Solutions
Wednesday, April 27, 2005
10:00 -11:00 am (Pacific Time)

Join us to learn how AAA (Automobile Association of America), the world's largest automobile club with over 44 million members, has used voice automation solutions to delight its members.

Call Center Best Practices - "6 Tips to Deploying Voice Self-Service Solutions that Customers Love."
Why one AAA club (AAA -Minnesota/Iowa), has chosen to implement a series of voice automation solutions. You'll hear their lessons learned and results of these applications on their bottom line.
How to enhance your brand with an outstanding caller experience.
Potential pitfalls many companies make when moving to voice automation solutions from traditional touch-tone applications.
Tips for ensuring a seamless handoff between your voice automation application and your live agents.
6 benchmark best practices for creating voice automation solutions that your customers, partners and employees love to use.
Sponsored By:

The alarm technician was over today and I was speaking t him about our phone service and how one of our phone lines goes over the Internet so perhaps we need to switch the alarm's phone input to be on our other non-Internet line. I was tying not to use technical terms as I didn't expect the technician to be an expert is packetized telephony. He also told me it was his sixtieth birthday soon so I didn't expect him to tell me about his Sony PSP usage.

All of a sudden he started to tell me that I am using a technology called voice over IP and most people don't realize that when the power goes down that the electronics aren't powered and the line dies and no phone calls can be placed at all. I smiled. I was speechless. I was elated.

We have made it as an industry. Sure, this single technician does not a population make but still, he knew what he was taking about and he knew what to advise me of and he knew how to handle my situation. This bodes well for our industry. I am very happy today. I think today is the day where I truly believe that writing about VoIP since the mid-nineties and educating the world has paid off.

We are now mainstream. The technology is being understood by those that need to understand it. Sure we have along way to go but I see the first steps have been taken and it just gets more fun from here.

Jib Jab Matzah Video

April 23, 2005 3:02 PM | 1 Comment

My cousin sent me the Jib Jab Matzah video. Pretty funny. Not as funny as the political videos of the past but creative nonetheless. I would have taken a tip from Adam Sandler and had more famous Jewish celebrities. That would have made it funnier. I think I saw Monica Lewinski in the video but am not sure. To all you other fellow Jews out there, have a Happy Passover. To the rest of you, enjoy your bread, pasta, cake, etc.

SMB VoIP

April 22, 2005 10:28 AM | 0 Comments

Update: Be sure to check out the newly released VoIP For SMB site that details the latest news and features in the world of small business voice over IP.

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I am seeing lots of new devices coming onto the market. Converged firewall, SIP, WiFi, VoIP devices that will let about 50-60 people use VoIP in their offices. The holy grail of VoIP for many of these companies is the SMB space which will be huge adopters of VoIP in the coming months. The channel for such products is resellers and service providers.

These device companies have priced their products in the $500-$1,000 range depending on features and functions. Worldwide there are hundreds of millions of small offices so the market for such products is huge. I am working with a number of these companies to help them get their products out into the hands of resellers and service providers worldwide.

It is an exciting time for me as there are a number of companies in the market that have made it through the telecom nuclear winter and these companies are more optimistic than ever. They are spending more than ever on R&D. The SMB space is virtually untapped and presents a tremendous opportunity for resellers and ITSPs worldwide.

I look forward to seeing VoIP adoption in this segment grow.

Tom Keating Vents On Speeding

April 22, 2005 10:04 AM | 1 Comment

Having just done a whirlwind tour of Massachusetts I can tell you that the police are out in force. On the way up from Connecticut, we say about 5 speed traps or an average or one every forty miles or so. Devices used varied between laser and radar and a number of cars were in the process of having tickets issued as I passed by.

I didn’t think much of it until I returned and read Tom Keating’s blog about the Undetectable Speed Detector which basically uses a camera and a computer to determine speed. No laser and no radar means nothing to detect which means speeders are screwed. There is no defense against such a device except perhaps cloaking technology which we all know Earthlings are banned from using (Sorry about the totally geeky Star Trek reference).

Seriously though, the concept of this technology in mass production is very scary. Imagine the highway cameras that are literally everywhere and the cameras at many intersections can now have this same ability. Since your car is being photographed already it is an easy job to just send you a ticket. No cops needed. No paperwork. There is even technology that will read license plates so if the camera surmises you are speeding it discovers your plate number, queries the Motor Vehicles database and sends you a ticket. Wait till the Motor Vehicle departments start asking for our e-mail addresses. We can have our ticket sent to our Blackberries within a few seconds of us being caught speeding. Isn't technology great ;-(

SIPquest Gets Funding

April 20, 2005 8:54 AM | 0 Comments

SIPquest is a leader in SIP and WiFi telephony, has inked agreements with major PBX companies and in my opinion is in an enviable position. Today, the company announced they received six million dollars in series B funding. The money is coming courtesy of current investors Covington Capital and Skypoint Capital. The money will be used to grow the business and this announcement is a further sign of VoIP strength.

Boston Roads

April 20, 2005 8:42 AM | 0 Comments

Boston is an enigma to me. You can't find your way around the city as the streets are constantly changing. Internet mapping services are useless and automobile based GPS doesn't really work either.

It's the Big Dig which cost billions and some residents tell me has only slightly improved the traffic situation in Boston. For a fun exercise try finding the airport from downtown. In the area by the Seaport Hotel/Boston World Trade Center, there are airport signs in every direction except pointing out to sea. Seems like no one bothered to fix the signs through the dig.

It is tough to fid a solution to this problem as visitor to this city and perhaps the best job I can think of in here is map maker as your services are constantly required.

Rates Technology Inc.

April 19, 2005 10:41 AM | 135 Comments

I have been hearing more and more rumblings in the VoIP industry regarding Jerry Weinberger of Rates Technology Inc. (RTI). I don't get too many people coming to me about patent issues so when I heard about this company, I decided to delve into this potential story a bit more. What intrigued me is that apparently RTI has no products... They exist to collect revenue from other companies.

I did some research and found that Rates Technologies has sued Nortel, Sharp Electronics and others. Apparently in 1998 the Wall Street Journal quoted Mr. Weinberger in an article titled "Payoff Pending," on December 7, 1998:

In the end, Mr. Marshall might have to sue some company for patent infringement -- and do so successfully -- before the industry takes his rights seriously. Mr. Marshall "had better be prepared to spend more than $1 million on prosecution, because that's what would be required," says Gerald J. Weinberger, president of Rates technology Inc., a Hauppauge, N.Y., company that says it has gone to court six times to prosecute patents in the telecommunications field. Mr. Weinberger says an aggressive stance in court is crucial to any enterprise based on patent licensing. "You don't get any licensees unless the parties become convinced that you will litigate," he says


So I decided to call Jerry Weinberger and get his side to the story. In my discussion I told him that a few of the smaller companies had spoken with me about him. According to Weinberger, RTI, a Delaware company owns all right title and interest in the patents. Jerry Weinberger is RTI's President and is one of the Patents' inventors. According to Wenberger, the telecommunications patents are very broad and well established.

He tells me that his company is not generally targeting small companies. He has agreements in place with 76 large companies such as Huawei Technologies, Lucent, and Cisco at this time. He says the larger companies understand how intellectual property rights work in the US while the smaller ones usually don't.

The Patents at issue are the '085 and '769 patents and their foreign counterparts in Canada, Mexico, and the '769 in Japan counterpart.

The following are statements from an e-mail from Jerry Weinburger:

When an infringer will not discuss their alleged patent infringement with RTI, there is little else that RTI can do except to pursue its remedies for the (willful) infringements in a court of competent jurisdiction. The remedies which RTI then seeks include damages, treble damages, a permanent injunction against further making, using, selling, offering for sale, and importing of the infringing products and services for the remaining lives of the Patents, payment of RTI's legal fees, and a product recall of all examples of those infringing items.

Although infringement is based upon a specific evaluation of a company's product(s) the '085 and '769 patents generally apply to hybrid cellphones, gateways, IP Phones, IP PBX's, edge routers, core routers, PC computers, ITSPs, and VoIP products, services and technologies, among several other telecommunications products, services and technologies.

Companies who decide to be covered under RTI Covenant Not Sue ("CNS") agreements are making a combined business and patent determination. The larger companies are easier to deal with, because they have many in house patent attorneys, and they do not feel that they are being roughed- they are making an informed business decision. Smaller companies tend to not respect the intellectual property of others. All makers, users, sellers, and importers are responsible for an infringement, and infringement is determined based upon direct, induced and contributory infringement; all allowing for interpretation of the Patents claims under the Doctrine of Equivalents.

After it became impossible to get them covered, RTI recently filed suit for willful patent infringement against Centrepoint Technologies, Inc. for much less money than Mitel and Alcatel (they certainly are a smaller company).

Mitel Networks was sued for $945 Million; Alcatel was sued for $1.155 Billion; and their default is pending in USDC EDNY. Hello Direct, GN Netcom and GN had been sued by RTI for patent infringement, and they recently settled with RTI; the terms are being kept confidential.

I spoke with Jerry Weinberger for about two hours and was fascinated by the legal side of the VoIP business. This is an area I don't get a chance to write about too often so I was fascinated to learn what companies in the VoIP market have to deal with in the course of becoming a successful company. Of course, RTI is only one company with patents you need to negotiate with. Here are some other salient points worth noting:

In total they have agreements in place with 700-800 companies and have litigated 25 times in 15 years.

Occasionally he tells me smaller companies want to negotiate and/or sue. Litigation he says costs about 2 million dollars.

I asked Mr.Weinberger how he got involved in this business and he told me he invented least cost routing in the late 1970's. This technology seems to apply to most VoIP technology. Having been in the call center business since birth or so I recall when least cost routing was about the most complicated technology telecom and certainly call centers had to deal with in the 1980 timeframe.

I also told him that I have heard complaints that his company doesn't produce anything... They just collect revenue from others. He mentioned that if they made products, they would have the right to tell competitors to cease and desist. Besides he says, his company does do other things besides sue for patents. He just doesn't compete with companies he gives coverage to.

He went on to say that he doesn't extract royalties for the lifetime sales of a product... He only asks for a one-time fee. He says that it may actually benefit smaller companies to pay quickly as they can become a large company and not have to pay a much larger fee when they get bigger.

So how does it work? Generally his company contacts your company and shows you their patents. Your company then checks with its patent attorneys to see what infringes and what doesn't. If you want to be covered, you pay a one-time fee based on five tiers -- according to highest parent companies' worldwide sales... They do not deviate from these tiers. In exchange you get a covenant protecting you from a lawsuit.

My correspondence with Jerry Weinberger ended like this. I leave it to you to determine how to take it:


Please feel free to give a contact number for RTI (631-360-0157), for companies who would like to get to RTI, before we get to them.

Linked In

April 19, 2005 10:07 AM | 1 Comment

I must admit, I have never used Linked In for anything useful. I keep getting e-mail invites to join others in their networks. So far I have joined with many people and am not sure what the end-game is. I have heard of others using such social-networking products to get things accomplished. I have yet to try it.

The question is, I have people I haven't seen or heard from in years asking me to join. Do I join with as many people as possible? Is the point similar to he who dies with the most toys (contacts in this case) wins?

Part of me wants to keep this a tight knit circle and the other side of me says one day I may need to call upon my network of associates to help the rid the world of hunger or to build an elevator to space (I think I read about this in BusinessWeek.)

If anyone has insight on what the pros and cons are, please let me know.

Thanks

Empirix Tests Siebel

April 19, 2005 8:33 AM | 0 Comments

Empirix has integrated Hammer Service Assurance for Siebel and e-Load with Siebel 7.7 Business Applications. Empirix's Hammer Service Assurance for Siebel ensures end-to-end contact center application performance under real-world conditions. Empirix's e-Load is an automated performance testing solution for Web-based applications. Siebel Systems' multichannel offerings allow organizations to intelligently manage and coordinate all customer interactions across the Web, contact center, field sales/service force, branch/retail network and indirect and partner distribution channels. With these validations, customers of Siebel Systems and Empirix can now strengthen the performance and reliability of their complex contact center environments. Specifically, they can:

  • Validate, analyze, and improve their customer and agent experiences before deployment;
  • Understand the effect of new initiatives (VoIP, CTI, Siebel upgrades) on their Siebel-enabled call center deployments;
  • Reduce the cost of error detection and correction; and
  • Establish a baseline for production Service Level Agreements.

My take on this is that Siebel being the market leader and Empirix, a veteran at testing contact centers, applications and VoIP, make logical partners in helping organizations test their CRM and contact center operations. Testing is crucial in contact centers as real-world loads can put strains on systems that they aren’t easily recognized without proper testing. Finding out there is a problem before a customer touches the system is always a good idea and this announcement should facilitate proper testing in advance.

VoIP Funding Picks Up

April 18, 2005 2:27 PM | 0 Comments

I was under the impression that VoIP funding had slowed until I received this. The company is focusing on the high-end of the service provider market according to this release. At a certain point I was concerned about the funding level VoIP companies were receiving. I as concerned about overfunding and a new bubble being formed. My “VoIP Senses” tell me we are doing OK. I haven’t seen another funding announcement recently and most every VoIP company in the market is being cautious with their money. The exception seems to be Vonage who are advertising more aggressively than Microsoft. Coincidentally, the Redmond Goliath announced a new marketing campaign today.

BIVIO ANNOUNCES $16.5 MILLION IN STRATEGIC VENTURE FUNDING

Company to Build Upon Capital Infusion from Top-Tier Investors to Support Accelerated Customer Acquisition and Revenue Growth in Hot IP Service Market

PLEASANTON, CALIF. - April 18, 2005 – Bivio Networks™, a leading supplier of next generation packet handling platforms, today announced a $16.5 million funding from venture capital and institutional investment firms including Goldman Sachs, InterWest Partners, Storm Ventures, and Venrock Associates. 
Bivio is capitalizing on a fundamental industry shift in the way network service delivery platforms are implemented. Several of the most innovative, fastest growing network applications in the areas of security, VoIP (voice over IP), multimedia, wireless and IPv6 are increasingly built as software applications running on network appliances. Next generation network appliances such as Bivio’s 2000 product family provide a standardized open architectural foundation on which new services and the long standing promise of convergence can be delivered.

Bivio’s multi-gigabit network appliances, featuring a groundbreaking architecture specifically optimized for wire-speed execution of software-based network services, is rapidly gaining wider acceptance among network equipment vendors looking for cost-effective and timely ways to deliver advanced IP services. “Several industry leading companies are excited about the capabilities Bivio provides to overcome traditional performance and flexibility barriers,” said Alex Mendez, general partner at Storm Ventures. “It is encouraging to see the market shift to an environment that supports Bivio’s vision”.

“We are enthusiastic about the additional investment from some of the most prominent and highly respected investment entities around,” said Elan Amir, president and CEO of Bivio Networks.  “The commitment from these investment partners will enable us to broaden our market reach and continue to remain on the cutting edge of performance and innovation.”

Given the extremely dynamic nature of many emerging network applications, we observe a major industry shift towards implementation of advanced network services in software, explained Amir.  These applications require a new class of highly scalable network appliances capable of delivering deterministic multi-gigabit speeds and tunable processing power. Bivio will continue to pioneer innovative system design to allow its partners to establish market leadership in their chosen application areas. 

Bivios programmable network appliances are helping customers to deliver services that require deep packet processing combined with high network throughput. Based on open industry standards, Bivio fuses unmatched flexibility with uncompromising performance to enable customers to deliver the foundation of the next generation network infrastructure.

About Bivio Networks
Bivio Networks has developed the industry's first next generation packet handling platform that combines unparalleled scaling of network performance, processing power, and application agility.  Bivio's product is a network appliance featuring a groundbreaking architecture specifically optimized for wire-speed execution of emerging network services that increasingly demand deep packet processing combined with high network throughput.  Based on open industry standards, Bivio Networks fuses unmatched flexibility with uncompromising performance to enable its customers to overcome existing bottlenecks and deliver the foundation of the next generation network infrastructure. Headquartered in Pleasanton, Calif., Bivio Networks is backed by Goldman Sachs, InterWest Partners, Storm Ventures and Venrock Associates. More information is available at http://www.bivio.net/.

Bivio Networks Inc., the Bivio Networks logo, Bivio 2000™ and Bivio Networks™ are  trademarks of Bivio Networks Inc.

Copyright Bivio Networks, Inc. 2005. All rights reserved.


Media Contact:                                                         Marketing Contact:
Derek Kober                                                               Paul Liesenberg
Sr, Vice President                                                       VP Marketing
Neale-May & Partners                                                Bivio Networks
650.328.5555   Ext. 126                                              925-924-8640
dkober@nealemay.com                                               pliesenberg@bivio.net




Catherine Leahy
Neale-May & Partners
409 Sherman Avenue
Palo Alto, CA 94306
650-328-5555 ext. 115
cleahy@nealemay.com

Adobe And VoIP

April 18, 2005 2:13 PM | 0 Comments

Russell Shaw makes a great deal of sense with today’s blog entry titled What Adobe buying Macromedia *could* mean for VoIP. I didn’t see a VoIP connection with today’s announcement of Adobe purchasing Macromedia. I do now. Is Russell just too smart for words or is it that every company will have a VoIP strategy in the future. Maybe a bit of both. You figure if Google has one (OK this isn’t confirmed as of yet) everyone needs to have one. Or is VoIP today more like sex in high school… Everyone talks about it… A few people are doing it… And even less people are doing it well.

Off to DC

April 18, 2005 8:25 AM | 0 Comments

Off to DC to speak at the ATA about the future of contact centers. I am flying out of the Westchester airport and am pretty excited that I don't have to fight Long Island or Queens traffic just to catch my flight. The airport is about 20 minutes from my house. Only problem is that there are few flights out of Westchester so if you have a cancellation, you are in a bad situation. I hear the Acela trains are down today so I really lucked out by deciding to fly. I give up connectivity while flying but at least I will get there.

It works out OK as I need to rehearse the presentation and proof a volume of material and write an article for a consumer publication (more on this later).

Microsoft's New Ad Campaign

April 18, 2005 8:19 AM | 0 Comments

Microsoft launched a new campaign targeted at getting more people to use Windows XP. The New York Post has an article says this campaign will tie the company over until 2006 when Longhorn (that's the code name anyway) will be delivered. The cost is under wraps and one wonders why the company decided to do this now. Are they afraid of something? Apple perhaps? Did they catch wind of Google coming out with an OS? The one good thing about all this is that by advertising technology they may increase demand for all sorts of IT products. After a first quarter that was weak for companies like Siebel and IBM, this move may be a boost in the arm the market needs.

Blog Spam

April 17, 2005 8:56 PM | 0 Comments

For those of you non-bloggers out there consider yourselves lucky as something called comment spam is a nightmare for many of us trying to blog. In addition to regular spam, we have to deal with people who post comments to our blogs that are related to porn sites and gambling.

If this wasn't enough, I am now getting trackback spam and in fact I received more than 30 and possibly as many as 50 of these. Trackbacks are the way bloggers link t other sites allowing a reader to quickly see other points of view on something they are reading.

Spammers comment and trackback to sites so they can increase their search engine ranking. I am spending more and more time on blog maintenance. This is valuable time I could spend sharing valuable info with my readers.

These spammers are like the leaches of the internet and stiff penalties should exist to punish the people responsible. We need to eliminate the productivity-zapping chore of removing various types of spam.

While discussing trackbacks I should remind you that virtually all TMCnet content has trackback capability as well (spammers please ignore this part).

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