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| Communications and Technology Blog - Latest news in IP communications, telecom, VoIP, call center & CRM space

Why is the PSTN Long Tail So Long?

Even though VoIP and IP communications in general is now dominating all landline communications, why is the PSTN still there?  Why doesn’t...

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Cloudstudio with Your UCaaS, Would You Like Fries With That?

McDonald's is famous for asking customers if they want fries with their order and as a result, over the years, they have...

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Martello Offers Unique SD-WAN Solutions

Martello Technologies has become one of the more interesting players in the SD-WAN space - by purchasing Elfiq - one of the first...

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New Rev.io REST API Helps Carriers Reduce Leakage, Improve ROI

Revenue leakage among carriers is close to a billion dollars and as new services come on line, the complexity of managing various...

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As an enterprise, why you should care about 5G

As an enterprise, why should you care about 5G?  I mean, after all, it means new phones, new bring your own...

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New VTech Devices Bring SIP and Key System Functionality to Business

Sometimes you need to go backward to go forward is what we thought when we met for an exclusive interview with...

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Jenne Becomes Leading UCaaS Value-Added Distributor

As resellers evolve from selling telecom hardware like PBXs to UCaaS, they often need help to figure out how to do it...

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Kollective Improves Network Performance via P2P Technology

April 15, 2018

Enterprise network congestion on continues to be a problem as software updates and files continue to grow in size. Add to these challenges, the fact that increasingly, enterprises expect to be able to communicate via video seamlessly.

In fact, more than 2,000 US and UK office workers, say that employees are dissatisfied with the updates they receive from their senior teams, with less than half (49%) saying that they are happy with the current communication provided by their CEOs and leadership teams. Instead, research shows 62% of workers expect to be able to communicate with their CEOs face-to-face.

The research also highlights how traditional methods of communication are now falling short of expectations, with only 38% of employees being happy with email as a way to communicate and fewer than one in five wanting to receive updates in the form of written documents.

In the place of written documents, video communication is becoming the new normal, with 30% of employees saying they expect to catch-up with the CEOs over video chat.




In an exclusive interview with Neal Lauther (above), Technical Director and Eric Nguyen (below), CMO of Kollective, they explained their company provides technology which makes corporate networks smarter so people can work better.







Could Scheduling Logins Make us Safer?

April 12, 2018

Hackers are relentless. Today it was discovered the Consumer Financial Protection Bureau (CFPB) suffered at least 240 data breaches and another 800 suspected hacks, according to Mick Mulvaney, the acting director of the bureau in congressional testimony.

The City of Atlanta has been in lockdown due to ransomware for a number of weeks. The National Cybersecurity and Communications Integration Center or NCCIC just announced they have observed an increase in ransomware attacks across the world. The FBI issued a virtually identical warning in May of 2017.

In the last few weeks alone it was reported Lord and Taylor, Saks, Sears and Delta suffered breaches.

If it isn't obvious, corporations are not prepared.





NewVoiceMedia Brings Salesforce AI into the Contact Center

April 7, 2018

Artificial intelligence is permeating every sector of business including customer contact and NewVoiceMedia is doing its part to help improve productivity as you embark upon digital transformation.



John Eng (pictured above), CMO explained they make Salesforce Einstein real-time... They eliminate the need for batch processing meaning more rapid insights. In addition, built-in Einstein dashboards allow businesses to more easily analyze customer conversations which are automatically made available in Salesforce to unlock valuable insights across contact center and CRM data.

Conversation Analyzer uses speech-to-text to transcribe calls and deliver intelligent content categorization for actionable insights into the business. With built-in Einstein dashboards, businesses can refine how they boost their successes and manage challenges more efficiently, helping ensure every conversation is successful.





TetraVX Smooths UCaaS Complexity

April 7, 2018


In a recent in-person interview with Jimmy Carroll of TetraVX, he explained the company has an end-user centric approach to consulting with customers to provide superior UC solutions. TetraVX is a new brand of Netrix, LLC launched this past January.

They have an operating committee consisting of the following:

  • Samir Patel – Partner and Director of Unified Communications at Netrix, LLC for four years, Samir has over a decade of experience in the unified communications industry and will be leading delivery and development for TetraVX.
  • James Carroll – Partner and Director of Sales at Netrix, LLC for 11 years, James will be leading TetraVX’s sales and marketing.
  • Vytas Kasniunas – Partner and Director of Channel Relationships at Netrix, LLC for the last five years, Vytas has been with the organization for over 19 years in total and will be leading indirect channel sales and sales operations for TetraVX.


“With increased focus, investment and dedicated research and development, TetraVX will continue to build upon Netrix’s success and provide rapid innovation across the multiple integrated platforms. Supported by the broader Netrix family, TetraVX is poised well to capture the growing UCaaS market and be a leader in the market” said Rob Dang, Managing Director at Netrix, LLC.

In addition to developing its proprietary technology, TetraVX will retain its long-standing partnerships with Microsoft, Cisco, Five9, Nectar, and VOSS.

The company is a CLEC and works with eight tier-one carriers in the U.S.






Nectar and Plantronics Ear-to-Ear Diagnostics to Boost Call Quality

April 2, 2018



The quality of phone calls varies for a variety of reasons from network congestion to weak headset batteries and wireless interference. This is why Nectar Services partnered with Plantronics to build an Ear-toEar (e2e) solution allowing the enterprise and carrier to track call quality across core networks, the internet/intranet and to agents answering phones.

With this new capability, service providers and enterprises can resolve issues faster, ensure superior call quality across the network and improve customer service. In an in-person interview with Tom Tuttle (right), SVP, UC Strategy & Global Alliances and Tim Armstrong (below), VP, Microsoft Practice at Nectar Services, explained they can measure call quality in real-time throughout the duration of the call.

They explained the increase in BYOD has become an issue which enterprises have to deal with when trying to provide superior call quality to workers and customers.

Nectar looks at the health of the platform, SBCs, clouds, network and endpoints, looking for router or WAN-segment issues.

“Correlation between user sessions and network health has always been our strength," said Tim Armstrong.

“As business communications services continue to evolve, it is paramount that the quality of those services remains superior. The last thing any business wants is to lose a potential customer or sale because of jittery VoIP,” said Jon Arnold, principal analyst, J. Arnold & Associates.











Sharpen adds AI and Cloud to Agent-First Contact Center

April 2, 2018

Sharpen provides a cloud-based agent-first contact center solution with simple pricing and AI-powered in-line training, microlearning, and conversational coaching.

The company hails itself as the solution to these problems:

  • Slow Release Cycles
  • Expensive New versions
  • Clunky/Confusing UI
  • No/Limited API’s
  • Expensive to maintain
  • Monolithic code base

By providing:

  • Fast Release Cycles
  • Free upgrades
  • Clean, efficient UX
  • Open REST API’s
  • No maintenance cost
  • Microservices architecture


Pricing starts at $99/contact center agent/month.

In an in-person interview with Cameron Weeks, CEO (top right) and Bracken Fields, CTO (bottom left), they told me the call center market hadn't been rearchitected for the cloud until they came along. The company has built a HIPAA and PCI compliant cloud in 14 regions with 100 ms replication time and AES 256 encryption. It works on Amazon, Azure and Google Cloud and customers can determine which of these to use if they like. This could come in handy as Walmart has encouraged customers to avoid Amazon AWS.

There is five nines uptime and an average 4.4 MOS score.









NEC Brings Tech Edge to UCaaS

March 27, 2018

NEC has been a technology leader in the communications space for decades and as the market has evolved to UC and UCaaS, they haven't kept up. That however is changing and NEC is bringing the power of it's tech portfolio to assist in sales of its telecom solutions.



In an exclusive in-person interview with Ram Menghani (pictured above), VP Product Management, he explained the company is seeing cloud at around 12-15 percent of revenue. To do better, they are building out their global data centers to remain competitive and perhaps leapfrog some of their UCaaS competitors.

Canada is currently supported via the U.S. In addition, they are building out in EMEA, UK, Germany, Milan and Australia. 





RingCentral UC is Eating the Enterprise

March 26, 2018

According to a RingCentral report From Workplace Chaos to Zen: How App Overload Is Reshaping the Digital Workplace, when it comes to communications applications, workers today are using an average of four apps, with 20 percent of workers using six or more. This includes apps for phone calls, texts, web meetings, video conferencing, team messaging, and more. Sixty-nine percent of workers waste up to an hour each day navigating between myriad communications apps, amounting to a waste of 32 days per year.

To counter this app fragmentation, 66 percent of workers want a single communications platform that will bring a sense of productivity to their

 workplace.

Genesys Bought Altocloud Because AI is the Future

March 22, 2018



Genesys has completed the acquisition of privately-held Altocloud Ltd., a cloud-based customer journey analytics provider founded and led by CEO Barry O'Sullivan.

We predicted the sale some years back:

"One last comment worth making is I perhaps have never seen an acquisition candidate so perfectly positioned - assuming the company is even moderately successful. The marketing automation and  communications companies will likely look to grow their organizations into the space in the middle so Avaya, Cisco and Marketo are a few to watch. In the end, it seems to me that Oracle followed by Salesforce are the best acquisition candidates. Time will tell but you read it here first."

Barry told us when he founded this company that "Marketing is eating sales." He continued, "A nurtured lead is a far better prospect than a cold call."



From our exclusive interview in 2014:
By categorizing customers into groups, the cloud-based Altocloud solution makes suggestions on which agent would be best to talk with a specific customer at the time they place a call.








How Tech Helped Nab the Austin Bomber

March 21, 2018




As tech permeates a greater part of all our lives, it is becoming more and more difficult to pull off a large-scale string of bombing without getting caught. Case in point, the Austin Bomber whose name we will intentionally not release was caught in part thanks to video evidence at a FedEx store, store receipts and suspicious Google search history.




The bomber blew himself up as authorities closed in.



The bomber who was an unemployed college-dropout killed two and injured four leaving package bombs on doorsteps, one with a tripwire and one shipped via FedEx. Authorities do not know at this moment if others were involved or more packages are out there so if you see something suspicious please dial 911.

Hopefully the rapid pace at which law enforcement was able to find the bomber thanks in-part to technology will serve as a lesson to the next would-be bomber that you will be caught quickly.

From a civil libertarian perspective one wonders how ethical or even legal it was to acquire "suspicious" search history. The ACLU hasn't made any statements yet... We'll see if the media covers this angle going forward.



















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