November 2008 Archives

We can sit around for hours and discuss where the global economy is going. And while this is a fun discussion, the reality is no one knows. What we do know however is people will still be communicating in the future and they will do it more often and in many different ways.

We also know various methods of communications will continue to intersect and augment one another.

As communications markets evolve, organizations which provide services which allow such interconnections to take place are positioned very well. One such company is IntelePeer, they provide hosted voice 2.0 service which embodies the best of peering, open APIs and SaaS.

Web 2.0 technologies are not going away and voice will continue to evolve as well. At the intersection of both is IntelePeer and the company just received an $18 million cash infusion in the most challenging funding climate imaginable.

Well that of course if you don't count the trillion plus dollars global governments have sunk into a variety of troubled companies.

This funding news is a further sign that the communications market has tremendous financial potential and moreover, the ability to continue making us more productive and efficient.

MetaSwitch Excels In Tough Market

November 25, 2008 6:31 PM | 0 Comments
According to Infonetics Research, MetaSwitch is doing quite well in what is a tough environment. The report recognizes MetaSwitch's market leadership with a commanding 44% of total subscriber licenses shipped in the North American Class Five softswitch category, as well as leading the overall North American softswitch market with a 33% share of licenses shipped.

Moreover, MetaSwitch has maintained consistent and profitable year-over-year growth, with more than 400 service provider customers. For the quarter, the company had more than two million subscribers worldwide.

What can I say other than congratulations to a company which has worked hard and had tremendous focus on its objectives. All of this effort is paying off now.

SMS Comes To Contact Centers

November 25, 2008 6:07 PM | 2 Comments
When an entire generation uses their phones for nothing but social networking and sending text messages, smart contact center companies see an opportunity. Interactive Intelligence is one such company and recently added SMS as a channel as part of its multichannel contact center solutions.

Remember, kids today do not even check email. We could argue the reason for this... I personally think they don't mind paying for messaging when email is free -- because frankly, their parents are paying.

So if they use SMS only, then a bank needs a solution which allows checking account balances to be sent via SMS to customers. Obviously, other areas make sense for this technological addition. For example, flight alerts are a natural. Also what about sending an SMS when the call center has no wait?

Really, the potential for this addition is limitless and if you have customers under 18 and aren't exploring using SMS in your call center, you are missing the boat.
10,000 contract employees could be at risk at Google. The company does not plan to lay off its permanent positions but its temp/contract jobs could soon be all gone.

Google has done a good job of ignoring financial markets in the past and generally does what it thinks make the most sense for the long term. The problem the company faces today however is that many of its employees have stock options which are worthless and as a result the company may be feeling pressure to do something to convince Wall Street they are on the right track.

Then again, it could be the company sees a dramatic slowdown in revenue coming.

It is unclear which is the reason for the job cuts but it is becoming apparent to all companies that downsizing is something that needs to be done to prepare for a potentially lean 2009.

TMC Pot Luck Lunch

November 25, 2008 1:11 PM | 0 Comments
Happy Thanksgiving!

If we don't answer the phones or email for the next hour or so it is because we are enjoying the TMC Thanksgiving Pot Luck Lunch here at TMC HQ. This is a many-year-old tradition and we wish you were here to enjoy it with us.

This is a TMC team-member driven event where each person brings in some sort of food. Cookies, cake, etc. At the end of the event, any remaining food is given to the local food bank to support the underprivileged in the community.

Spirent Doing Better Than Expected?

November 25, 2008 12:53 PM | 0 Comments
After my bearish testing comments, I was happy to learn Spirent is doing better than expected in a tough market. Where is the company looking for growth? Wireless, carrier Ethernet, data center developments, and the automation of lab-based testing processes. Of course things can change but the company seems to be focusing on helping its customers get the maximum productivity out of the systems it has.

In this economic climate of course, this makes a good deal of sense.

Cisco 4-Day Shut Down Spooks Market

November 25, 2008 12:30 PM | 1 Comment
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Cisco is taking extraordinary measures to cut costs and has had its first ever 4-day shut down to conserve money. Generally this is a good thing to do but in this case, investors are nervous and not acting rationally and the stock is don almost 6% so far today. There is obviously continuing deterioration in world financial markets and Cisco's move is smart.

What is not mentioned in this report is the fact that this is the first time in my memory that Cisco is in a macro environment where little to no hiring is being done. So shuttering plants worldwide does not lead to mass defections to other sectors which are hiring.

This is perhaps one of the few silver linings in a dark cloud.

Om Malik has salient comments on the matter and points to a lack of 2009 visibility. I agree with Om.

Join The RPX Patent Protection Club

November 25, 2008 12:23 PM | 0 Comments
I have a job where I get paid to listen to many smart people and then use the vast amount of information I amass in my neurons and put it to good use (well, after I have had some coffee anyway) . Many times when speaking with many of my readers, I get good ideas and one of my more recent ones was to put together a company which amasses patents in the hopes of using them to defend against patent trolls and other companies.

Let's face it, the game is rigged. Large companies which are more established, own patents - either organically created or via acquisition. Some of these patents are solid and innovative but many are downright silly and overly broad. Of course that is just one person's opinion.

Having said that - as a person who thinks allowing small companies the ability to come up with great ideas, put them to use and make life better for their investors and consumers, is a good idea - I applaud the fact that a new company has been created with the goal of becoming a patent protection club.

I should mention that if I worked at a large telco, I would be suing everyone who competed with me and infringed my patents. This is common sense and understandable. But until someone appoints me the CEO of Verizon or AT&T (a long shot after HR reads this post) I think any sort of protection a small company can get from a larger company - especially as it equates to patents, is good to have.

So I present to you a new company I just learned about and one that took my idea and ran with it --  the RPX Defensive Patent Aggregation service. It is worth pointing out, I can't necessarily endorse the company as I don't know much about them. What I can endorse is the idea that a bunch of companies looking to make products which consumers and businesses need, now have an insurance plan to protect them from being sued into submission my a cadre of larger companies doing what is in the interest of their own shareholders.

Yahoo E-Mail Problems

November 25, 2008 11:53 AM | 5 Comments
If you are having problems getting legitimate emails to get through Yahoo! email servers, Tom Keating's post is a must read -- along with the comments. Like so many other things in life, unscrupulous people -- in this case spammers, ruin it for the rest of us.
If there is one certainly it is that technology seems to evolve at a faster clip today than at any other time in our lifetimes. Moore's Law is part of this evolution but just as important is convergence. And by convergence I don't just mean voice and data. At this point it has become more than apparent that the every market is converging with one another. For example all of the following are merging -- wired, wireless, web, devices, network equipment, carrier, enterprise, consumer, gaming, entertainment, etc.

In such an environment it is apparent we are seeing the makings of the next generation of communications networks. Just think about it... In the past years we have seen the rise of EVDO, 3G, WiMAX, ubiquitous WiFi and the beginnings of femtocells and FMC. I have been hooked on communications and tech since I first started playing Pong, Space Invaders and my parents bought me a state of the art advanced computerized calculator in the seventies.

But even today, I still get the childhood sense of wonder as I witness markets evolve.

We are seeing things we never thought we would see - phones with the power to replace computers, speech recognition systems which allow users to search the web with their voice and software which allows a phone to determine what music is playing and that can determine what an album cover or book is, just by taking a photo of the cover.

And it is just getting started. I wish I could transport forward one decade or more to see how the future generations communicate. I won't be surprised to see baby rattles replaced with waterproof baby phones which allow parents to check on the baby via embedded cameras while the infant enjoys soothing sounds and images emanating from the same device.

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To help you along the journey towards discovering this brave new world of next generation communications, TMC has partnered with Alcatel-Lucent to provide you with your very own news-rich Global Online Community focused on next generation communications which we hope you will find infinitely useful.

In order to keep up with the wealth of information in the space, the TMC editorial team and the brightest minds at Alcatel-Lucent will be working around the clock and covering the next-gen communications market, giving you the stories you need and want to be aware.

At the moment, there are some very useful feature articles worthy of your consideration. For example, as carriers embrace the transformation to IP, a dedicated article on the topic is a must read. Likewise an article on how Web 2.0 and other technologies will create wealth - as it did in the industrial revolution, is thought provoking.

There is more and the GOC is organized into enterprise and carrier news allowing you to further delve into specific areas of coverage such as education, energy, finance, hospitality and more. In the carrier space you can find information which is technical, strategic or focusing on the user experience.

I would like to personally welcome Alcatel-Lucent to TMCnet and I am confident the content found on this community will be some of the most thought-provoking and useful you will find anywhere. As always, I welcome your thoughts and comments.

Blackberry Storm Only Category One

November 25, 2008 9:14 AM | 4 Comments
Few products get the pre-hype associated with the Blackberry Storm - the first touch screen smartphone from Canada's RIM. The phone is similar to the iPhone in many ways and is designed to keep customers from defecting to the competing Apple device dubbed Jesus phone by some. In my humble estimation, there are millions of people in the US who would buy the iPhone if it worked on the Verizon network.

With the advent of the Storm, RIM and Verizon came together to offer what they hope is the equivalent of the iPhone but with the benefit of the Verizon Wireless network.

To determine how good this device is in the real world, I spent a good deal of time in a Verizon store and made camp near the single Blackberry Storm which the company had on display in the corner of the store in Fairfield County, Connecticut.

My wife is due for a new phone and thought for sure she would pick up a Storm. In fact she went into the store ready to buy it. I told her to test it first and after she did, she realized it was confusing to operate and typing on the device is not easy to do. I picked up the device myself and tried it and also found it difficult to type on.

She decided to pass (for now) and may buy a different Blackberry model instead.

I also had the opportunity to interview a number of other people about what they thought about the phone and the result was always the same. Slow, difficult to use and typing didn't work very well. The device even locked up a few times. I didn't see anyone who used the phone actually buy one.

But the phone is not all bad. In fact, what I did like about the screen was its ability to have true tactile feedback - the screen simulates clicking extremely well. It is just many people, including myself could not get the right keys to press - even after repeated attempts. On a positive note, a plus for the device is the back button, which allows you to quickly find the last screen you were on. But the increased number of options you can click on leads to problems. I found this out myself as I repeatedly and seemingly without reason, kept getting the clock to appear.

We all know the real claim to fame of this device is the speed of the network and believe me, Verizon EVDO can be blazingly fast and the HTC Verizon-based XV6800 runs circles around the AT&T-based iPhone in sheer download speed. This is why I was disappointed to see that the Storm is a slow browsing device. I found the iPhone is actually 20-70% faster when pulling up pages on TMCnet and other graphically rich websites. What this tells me is there is a rendering problem in the Storm and perhaps the processor is underpowered.

In addition, the browsing experience on the Storm is not intuitive. Using the device is not as pleasant as an iPhone.

To be fair, the Storm has glitches which could be solved with software upgrades and it goes without saying that software updates may correct some or all of these problems. The iPhone too needed updates and in fact this past Friday the 2.2 iPhone firmware update turned on push email and other features such as a more stable browser and the addition of street view while using Google maps.

If you have to choose between the iPhone and the Storm at this point, the iPhone gets a 9 and the Storm gets a 6.5. The benefits of the faster network and great touch-screen feedback technology are more or less erased by painfully slow rendering and a clunky user-unfriendly interface. Still, due to the network, the Storm will work in perhaps 10-20% more places than the iPhone and it is possible the usability of the device is not as big an issue if you use the gadget daily and get used to it. Then there is the application factor - there are just so many more of them on the iPhone than other devices.

So this version of the Storm is a category one at best and over time it is possible for it to get better. For now though, I just can't recommend this device. I really want to and more importantly I would like to have a solid touch-screen device myself which works on the Verizon Wireless network. Hopefully, over time, the Storm will create real competition and make Apple brace for cover.

From time to time I invest in companies in the industry and as of this writing I am long Apple call options (betting Apple will go higher).

zzzphone1.jpgBig news out of China - it seems the world's second Android based phone will be from China and called the Zzzphone. A strike against the company is the name -- which virtually guarantees it will be listed last in any sort of alphabetical directory . On the bright side, it does have things going for it such as add-ons to support a full QWERTY keyboard, mini boom box, projector and more.

What is interesting is the thought that the Android OS and Google brand may be

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strong enough to allow an army of companies to come out with Android phones. The good news here is that competition is good for consumers. The bad news is that each hardware design will require all/many accessories to be redesigned.

It will be very interesting to see how this plays out. In addition, it is worth pointing out the low

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price of this phone, $119, is lower than what many subsidized phones cost and this one is unlocked. It is way too early to predict massive disruption in the smartphone market but having a low-priced phone backed by the Google Android name has the potential to change US cell phone pricing/subsidization models.

Personally, I won't be happy till my phone supports Asterisk. Mark Spencer, are you reading?

See Also: Gizmodo, CrunchGear
One lawyer thinks East Texas is a good place to be sued. If you are interested in knowing why Apple was just sued by a California man in East Texas, check out this article which explains how this particular court system is patent savvy and apparently liked by plaintiffs and defendants equally. Well depending on the year anyway.

Backup iPhone Before 2.2 Upgrade

November 21, 2008 4:33 PM | 0 Comments
I am in the process of upgrading my iPhone 3G to the latest version -- 2.2. So far, the install gave an error and when I tried to restore fromt he backup it failed. After a reboot of my laptop it seems the iPhone is responding well to the restore process. Please backup your iPhone before attempting any backup. If not, you could lose everything.

Top CRM News 11/21/08

November 21, 2008 4:09 PM | 0 Comments
Here are some article flagged by my editorial team as worth reading in the CRM/contact center space. There are some great nuggets on this list and I hope you find it useful:

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