Recently in Call Center Category

I got back from Interop New York 2009 last night and was pretty excited to conduct a number of video interviews in the new TMC Newsroom set. One of the videos I was particularly excited to conduct was with Dr. Gaston Ormazabal, Distinguished Member of the Technical Staff, Verizon Labs. Gaston and the team he works with have found some SIP security flaws and are working hard to solve the problems. These discoveries leave SIP servers open to attacks which come in a number of forms such as malformed packets, out of state machine order packets and packet floods. Gaston is working on these projects with Henning Schulzrinne, the inventor of SIP at Columbia University and he is also working with researchers at NYU.

Some of the other key people working on this project are Verizon's Stu Elby, VP of Network Architecture at VZ Labs (Corporate Technology) and Flavio Bonomi, Head of Cisco Research. Cisco by the way is funding this project and is using the results of this research to develop hardware which stops attacks on SIP servers.

The video interview is below and here is a link which takes you to a page with all of the videos from Interop New York 2009. They are being added all the time so check back often.

I just came across this web page with some important details on ITEXPO. I mentioned the keynoters in a recent post and I still think they are one of the best combinations of thought leaders in our space. Google Voice, Sprint, Digium, Polycom, Skype and Verizon Wireless are some of the companies you will hear from at the show.

In addition there are a full eight conference tracks you cannot find anywhere else:

• Business Communications Delivery Options
• Call Center
• Developer
• Enterprise
• HD Voice
• Service Provider
• Unified Communications
• Video Communications
• TMC University Microsoft OCS

As always, we poll the collective minds of the entire TMCeditorial team and industry when we put together the conference program for TMC events and I believe this is a major differentiator. It seems like just yesterday when TMC launched our first telecom event in Atlanta, GA but it was really 1986!

What I have learned in running communications and tech conferences for 20 years is that if you continue to give your customers unsurpassed value, they come back again and again for more conferences and bring others with them.

To all of you who have attended TMC events over the years - thanks.

I really think this next show in Miami - ITEXPO East 2010 will be our best to date and I am looking forward to welcoming you personally.

Here are more details on this can't miss conference.

There has been a premature rush to declare fax dead and the reality is fax is alive and while it is declining, it is still a strong business for companies helping the transition from fax to fax over IP and especially T.38. Yes, just as IP is transforming communications, the newspaper and television businesses, it is changing the way companies fax. And as you probably know, one of the primary reasons companies use this medium is to send legally binding documents quickly and efficiently.

One of the companies who have chosen partners wisely in the past is Sagem-Interstar, the Montreal based provider of fax solutions has had deep integration with Cisco's products for a number of years and this relationship has obviously been good for the company.

More recently the company has announced it is supporting Microsoft Exchange Server 2010 and filling in a vital void in this new software's unified communications capabilities. You see the next version of Exchange will not support fax natively so companies looking to upgrade must have a way to integrate fax to maximize productivity and of course take advantage of integrated communications. According to Sagem-Interstar, Microsoft contacted them in 2008 to address the challenge of adding IP fax to their new solution.

So yes, there is now MS Exchange 2010 Unified Messaging across all of the company's XMediusFAX editions - SP, EE and X. There is inbound and outbound support and expect SIP TCP,TLS and SMTP TLS support. The company explains further that they have added what they call high value-added functions previously not available in Exchange 2007 UM server which consist of outbound faxing, process automation and fax archiving among others.

A typical configuration of XMediusFAX would behave as follows when receiving an inbound call:

A fax comes in over the PSTN and is translated to IP via the Media Gateway where it then reaches the Exchange 2010 UM server where a query is directed to Active Directory in order to determine if the user is provisioned for fax calls and moreover to determine the proper SIP address for call termination. At this point the call is established between the IP Media Gateway and XMediusFAX which receives the fax and archives it. It then sends an email with a TIF image and X-headers to the fax recipient via SMTP.

For complete details be sure to check out this PDF file from the company.

An outbound fax would be sent as follows based on the configuration above:

A user initiates a fax via Microsoft Outlook and Exchange server relays this message to XMediusFAX which does an Active Directory query to retrieve account information such as name, department and fax number. This is done to associate the user to a site and further validate the person's credentials. XMediusFAX then converts the documents from attachments to TIF format, applies a cover page and proceeds to initiate an IP call via the Media Gateway. When the fax is sent, an email is sent to the user letting them know if the fax was sent or not.

While there are other companies looking to add full-featured fax solutions to Microsoft's unified messaging/communications solutions, Sagem-Interstar has done an admirable job of working closely with both Cisco and Microsoft in an effort to continue its leadership position in T.38 IP fax.

We are in the midst of a violent transformation of our communications networks which involves an immense amount of control being wrestled away from carriers and given to developers and end-users. Visit the iTunes App store or check out what is happening with free turn-by-turn GPS on an Android 2.0 device to get an idea of what I mean. The trend is not new by any means; the first time communications systems were allowed to interoperate with computer systems was in the eighties when the first Rockwell Automatic Call Distribution (ACD) systems started to communicate with IBM mainframes to give us CTI or computer telephony integration. This allowed screen pops which dipped into CRM databases allowing contact center agents to know who was calling and more than likely why. Moore's Law coupled with telephony hooks like TAPI and TSAPI from Microsoft and Novell respectively meant this capability went from costing around a million dollars to tens of thousands of a dollars just a decade later.

Enterprise communications systems have continued to open up and hosted IVR systems, application generators and APIs for DSP resource boards from companies like Dialogic and Aculab allowed greater and greater telephony transformation allowing migration from fixed-function communications systems to more open software-controlled components which could be mixed and matched in a best-of-breed fashion.

The Internet accelerated this trend with its ability to allow cloud-based solutions to be easily accessed and mashups has been a great catalyst - allowing complex data to be represented in new and more interesting ways. Today we can combine the power which we were given by companies like Dialogic and marry them with the cloud and this means anyone can now develop sophisticated applications which leverage all internet and corporate data.

And when you combine open APIs, mashups, communications and social networking in a well thought-out and integrated fashion you are able to provide levels of productivity and customer service heretofore not possible. Any corporate or government process which has friction due to communications delays between people can be lubricated by the effective use of communications technology as it intersects with APIs and rich information sets which can live anywhere.

Perhaps the most respected name in the business of voice mashups is Thomas Howe, CEO, Light and Electric. If you want to know the past, present and future of communications - especially as it pertains to the cloud, you want to speak with Thomas and get his thoughts. If you are a carrier, large enterprise, integrator or government organization, you need to pick his brain to position your organization to take advantage of the ongoing evolution of communications.

Thomas and I have spoken over the past years about how TMC would love to partner to bring his visionary thoughts (all the good stuff locked up in his grey matter) to our audience of millions of global communications and technology decision-makers.

I am happy to announce that at the next ITEXPO which takes place January 20-22, 2010 in Miami, FL you will get a chance to come and hear Thomas speak. In addition you will soon be able to benefit from webinars and screencasts which our companies will jointly participate in.

I hope to see you at the show and as always, at TMC we are looking to provide you with the absolute best information on communications and technology - allowing you to quickly learn whatever you need to further your career and meet your organization's evolving needs.

• See how British Telecom is ahead of the curve as it relates to this transformation and bought Ribbit for over $100 million to make it so.
• Here is a past podcast I had with Thomas Howe for more on his ideas.

Skype is certainly a major symbol for the IP communications market and although it plays in a niche in the market - consumer VoIP/Video, it is now a household name and having it entangled in legal limbo does it or the industry no good. You may remember that the company was in the process of possibly going IPO and then eBay decided to sell it. But there was a sticking point consisting of Skype's p2p technology not being theirs and the original founders, Janus Friis and Niklas Zennström playing hardball to cease Skype from working until they got paid what they believe they were owed.

Thankfully the companies settled and as a result eBay announced that the investor group led by Silver Lake, which had previously entered into a definitive agreement to acquire a majority stake in Skype from the company, has reached a settlement agreement with Joltid Limited and Joost N.V. that gives Skype ownership over all software previously licensed from Joltid and ends all litigation currently pending against the investor group and eBay at the closing of the acquisition.

As part of the settlement agreement, Joltid and Skype founders Niklas Zennström and Janus Friis will join the investor group, contributing Joltid software and making a significant capital investment in exchange for a 14 percent stake in Skype. As a result, Silver Lake and other investors including Andreessen Horowitz and the Canada Pension Plan Investment Board (CPPIB), will together hold 56 percent of Skype and eBay will retain 30 percent. As previously announced, eBay will receive approximately $1.9 billion in cash upon the completion of the sale and a note from the buyer in the principal amount of $125 million. The deal, which values Skype at $2.75 billion and is expected to close in the fourth quarter of 2009.

I agree with Skype investor and Netscape founder and Ning co-founder Marc Andresen that Skype is one of the most important companies on the Internet.

Now let's see what they can do with this company which has massive potential to keep changing communications and highlighting how IP can disrupt an industry and shake it to its core. One area of exploration will hopefully be deep integration between Ning and Skype allowing the social network building service to leverage real-time communications more effectively. How much stickier will online communities be when participants can see each other and speak immediately. Does a Ning/Skype combination become the largest real-time directory in the world?

Now I really can't wait to hear Skype's Chief Strategy Officer Christopher Dean speak in a few months at ITEXPO in Miami.

We are thrilled to announce a slew of top notch keynoters for the upcoming ITEXPO which takes place in Miami, FL Jan 20-22, 2010. I will share them with you by first explaining why they were invited:

A keynote picture from ITEXPO East 2009 in Miami

Open Source

One of the biggest trends in tech this last decade has been open source and while you may not know this, I was a UNIX (the Linux precursor) system admin at TMC back in 1982 or so and I am a big fan of this OS which is reliable, stable and the strong basis for cost-effective solutions in a number of fields. Without a doubt, Asterisk is the major force in the open-source communications space and as such, Digium's CEO Danny Windham (the company behind Asterisk) was the perfect choice to address the audience of businesses, carriers and resellers. By the way, Digium Asterisk World (DAW) is collocated at this show and I hear it just sold out of exhibit spaces and my team is looking for ways to get the waiting list
of companies into an expanded DAW pavilion on the exhibit hall floor.

Digium Asterisk World Photos from ITEXPO East 2009 this year

Google Voice vs. AT&T

Google Voice has been one of the most disruptive influences in telecom these past years and this service has single-handedly become a point of public argument between the search leader and Apple and AT&T - with the FCC acting as referee of sorts. The argument revolves around net neutrality - the concept that carriers will apply discrimination to traffic on their networks based upon traffic, application type or source. Google obviously wants their services to run on any network in an unencumbered fashion while AT&T has said since 1995 when they were SBC that they want to charge for their pipes. AT&T actually then pointed out to the FCC that Google Voice does not terminate all calls on its free Google Voice service meaning it is not adhering to the principles of net neutrality. The reason of course as Google points out is traffic pumping and bizarre intercarrier compensation rules which allow some rural carriers to charge exorbitant rates for calls terminating in their areas. Craig Walker founded Grand Central, the company purchased by Google and the basis for Google Voice and as the Group Product Manager for the Real Time Communications Group at Google, he was a natural person to invite to speak with us at the show. It seems his accomplishments have unleashed a firestorm of controversy which should hopefully clean up some of the ugly mess that is telecom policy and regulation.

Exhibit hall pictures from ITEXPO East 2009 in Miami

HD Voice/SIP and Video

Another major trend in our markets is that of HD voice, video adoption and of course SIP endpoints. AT ITEXPO last year, we had the first panel in the world focusing on HD voice (video) and since then I am excited to see other conference organizers throwing their hat in the HD ring. A major player in all of the above spaces is Polycom and they have done an amazing job of working with disparate vendors on interoperability issues which has moved the market forward by reducing the friction caused by proprietary endpoints. In the world of video, the company has been a major player - developing telepresence systems all the way down to video phones. To get a bead on where this market is heading we invited Polycom Co-Founder, and the CTO of the Voice Communications Group Jeff Rodman to join us as a keynoter.

HD Voice Panel I moderated from ITEXPO East 2009 in Miami

Skype

No matter how you break out the IP communications market, Skype is likely a factor in changing the market in a pro-consumer manner. By giving away global voice calling with quality which far exceeds the PSTN, they have disrupted while getting users used to better voice quality. On top of that, they give away video calling as well, making them a company which excites consumers and scares carriers and anyone else who dares compete with their network of hundreds of millions of subscribers.

Interview I had with Skype's Ian Robin

Skype has been making a major push into the enterprise and is working on enhancing relationships with carriers as well. They are even looking for channel partners who can share in the newly created revenue streams from a number of products like Skye for SIP. When you take all of this into account, it does make great sense to invite Skype Chief Strategy Officer Christopher Dean to speak, doesn't it?

Smartphones, Wireless and Smart Ecosystems

One of the biggest trends in the world of communications is smart devices and ecosystems. What is an ecosystem you ask? Well it is a group of companies who develop products which work with a product or service offered by a host company or companies. The iTunes App Store may be the best example but certainly Avaya's DevConnect or Cisco's Partner Programs are good examples as well. You may know that TMC has focused a tremendous amount of resources on educating the world on smart ecosystems via our new SPEC site. I truly believe ecosystems have a bright future.

In order to bring attendees up to speed on all these topics we invited two top keynoters to present on the matter. Sprint's Mathew Oommen is the vice president of device and technology development at the company and uniquely positioned to share with us his company's view on the future of wireless technology. Oh and by the way, be sure to check out my recent interview with Sprint's Wayne Ward who heads up the company's M2M activities (did I mention there is a collocated M2M conference at ITEXPO?).

To get a handle on wireless devices as they pertain to ecosystems we invited Brian Higgins the Executive Director for Ecosystem Development within Verizon Wireless to join us so we can learn where the company thinks the market is headed. Verizon has been very ambitious in its goal to develop an ecosystem of products and applications which interoperate in the hope of one-upping the iTunes App Store.

We continue to work to add fantastic new speakers to our roster and you can expect this ITEXPO to be the most comprehensive and educational ever and a must-attend. I personally hope to see you there.

Oh and by the way, we have secured great rates this year at the Loews Miami Beach Hotel - you can save $150/night if you book now - the rate is $249 vs. what is typically a $399 rate at prime season. There are many advantages to staying at the show hotel such as networking, etc - and I have always been a fan of the Loews. In fact I was a guest the first day the hotel opened about ten years ago or so.

Today I am headed to Huntsville, AL where I will be giving a presentation on the state of the industry to Adtran customers and I am really excited to be meeting with a number of carrier representatives and resellers at the event. Typically to get from New York to Huntsville I drive from Nashville, TN which a direct flight from New York but a 131+ miles away. Today I am connecting via Detroit directly to Huntsville - I am a bit surprised that there is such a direct flight when there isn't one from NY to Huntsville but then again I know there are auto plants in Tennessee which could explain why there are flights from Detroit.

Anyway, I was reminded of the importance of face to face communications as I saw this video interview of Scott Kargman by Suzanne Bowen. Suzanne works for DIDX, a company supplying DIDs to carriers worldwide. Scott runs Crossfire Media, a TMC partner in our M2M, 4G and Smart Products initiatives or SPEC. Check out the interview which took place at Supercomm 2009 in Chicago.

I really excited to speak at the Illinois Institute of Technology Rice Campus for the VoIP Conference and Expo 2009. This will be my first time to this event and interestingly the third time in recent weeks in which I am in Chicago instead of Vegas for a show. Maybe the city didn't get the Olympics but they certainly seem to have gotten all the shows - WiMAX World, Supercomm and now this event.

Getting back to my talk - I am moderating a Keynote Panel titled: Are the "Bells" ringing for Carrier VoIP? And my panelists include Carl Ford, Crossfire Media; Anne Lee, ALU; Gaston Ormazabal, Verizon and Henning Schulzrinne, Columbia University at 4:00 pm this Thursday 10/29/2009. I hope to see you there. Here is the schedule with my panel in yellow at the bottom.

Here is the website for details.

I generally don't do book reviews as there just isn't enough time in the day but I recently read Behind the Cloud: The Untold Story of How Salesforce.com Went from Idea to Billion-Dollar Company-and Revolutionized an Industry by Marc Benioff and wow - is it good. I posted this review on Amazon a week ago and now that I am finished with the book I want to say the last 1/3 is just as good as the rest! It should be required reading for all entrepreneurs and people who want their companies to grow.

I get many books sent to me as I am in the media business. I rarely read any of them. I know the author Marc Benioff and I know what he has accomplished so I thumbed through this book and was blown away at the how Marc and his company helped create a new software category.

I was there when venture capital dried up and overnight declared ASPs dead. I saw firsthand how devastating this was to dozens of companies with similar business models who folded like a bad hand in Vegas.

This book explains how Benioff and company navigated the toughest business environment imaginable and went up against solid competitors and became triumphant. It gives you the ideas, guts and inspiration to improve your company.

I am only 2/3 through the book and so far I have raved about it to colleagues and even sent out a corporate email as a result of a tip I gained from the book.

Granted, many of the ideas in this book may not apply to every business but what you will learn is that if you have the courage and conviction to change the world with your business ideas, you can make it happen. And after reading you will learn from the mistakes [...] competitors made and you will hopefully not repeat them.

What is best about it is the quick read aspect where you can get quick nugget after nugget and all the while you feel like you are ingesting business-building fuel. It is addictive and I can't wait to finish.

I meet with hundreds if not over a thousand tech company CEO's a year and they would virtually all benefit from the ideas in this book.

At TMC it will become required reading and we will become a better company because of it.

That reminds me -- Did you know some of the inspiration for Salesforce.com came from Apple?

I wanted to alert my readers to some exciting news happening at TMC. As you likely know TMC is among a handful of media companies growing at a time when the media landscape is in dramatic decline. As you might imagine this growth is primarily online. Over the last decade and especially in the last few years we have focused on building online communities (Channels and GOCs) for customers who sponsor these areas as they rapidly attract focused decision-makers from around the world.

The visitors who come to these communities benefit from a massive amount of free content which helps them make informed purchasing decisions. For example people looking for products in Call Recording, Smart Data Centers, IP communications, HD Voice, Fixed Mobile Convergence or Next Generation Communications can come to the respective communities focused on these topics and have access to hundreds and in most cases thousands of TMC written articles detailing the news in their specific area of interest. Our business model is straightforward; aggregate massive amounts of focused and quality content using custom-built content targeting technology - make it relevant and pertinent so as to attract the right readers who need this information as they research the products and services they are looking to buy.

For our sponsors, these communities allow them to rank high organically on search engines to get their message out to a focused audience while simultaneously being able to measure the traffic to ensure they can justify their spend to the sales and executive management teams.

Basically, this suite of communities replicates the trade show model online and just like a trade show that attracts more attendees as the exhibitor base grows; the 120 monthly sponsored communities on TMCnet attract a massive audience which in turn attracts more sponsors.

In short, I am very confident we can continue to provide free quality content in all the areas we enter. Meaning while other media companies are beginning to charge for their once free content and many others are reducing their editorial teams, TMC is adding to its editorial, sales and marketing teams as we have a model which works exceptionally well for our readers and sponsors.

We are growing our team as we enter a slew of new markets with our business model of providing laser-focused content - backed by over a decade of proprietary content targeting technology; essentially building targeted online communities which rank high on search engines as they attract large amounts of focused traffic.

Here is my quote from a press release we put out today mentioning the hire of a brand new position - VP of Business Development. Matt Weiner is filling this position and his background of working for Penton and Yahoo! make him a good fit for the position."Over the last decade, TMC has invested in the technology and people necessary to build a next-generation media company which creates communities online, in-print and in-person," Tehrani continued. "By providing our audience with top quality news, training and information, we have attracted global purchasing decision-makers to our communities. As TMC's global communities have increased in size and quality, they have attracted hundreds of advertisers and sponsors who receive regular measurable results for their marketing and SEO budgets. Our future strategy involves continuing to build communities which draw large amounts of targeted traffic as we continue to connect buyers and sellers -- and adding Matt to the team is an integral element of that strategy."

Aside from Matt, we have added a number of other positions and just as importantly we continue to ink partnership after new partnership as we enter new spaces where we leverage our community building engine in combination with the thought leadership of individuals and/or corporations in new markets.

Thank you for continuing to support our rapid growth - thanks to our readers and existing and news sponsors - we look forward to helping all of your companies grow with ours.