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

Why E-Mail Sucks and How to Make it Smarter

Many of us live in email. I get hundreds per day and I need almost every message. I am also a source...

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The Contact Center's Seemingly Oxymoronic Play: How to Decrease Costs Yet Improve Customer Service

I was recently asked to talk to some of our many contact center customers about the new contact center trends.  It...

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The New Facet of Customer Experience Management - Field Service 2.0

By: Rhodo Odysseos, Product/Solution Marketing, Alcatel-Lucent, and Jess Verbruggen, Motive Integrated Marketing Assistant, Alcatel-Lucent

Traditionally, communications service providers (CSPs) have treated the field service aspect of their organization as a cost center. Field technicians engaged in maintenance activities were simply a part of the cost of doing business.  More recently, the communications industry in general and the field service arena in particular, has been disrupted by immense changes in the customer profile, service expectations, and behaviors.

Field service is often the only face of the company that a customer will ever see, so it’s not a surprise that CSPs are striving to make a positive impact on customers in this realm. Achieving full potential in field service saves CSPs a lot of time and money. Productivity and efficiency reviews targeted at field service operations, done correctly, can reinforce other areas of the business by increasing customer satisfaction and improving safety and quality. 

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Amazon Fire Phone Should be a Laptop

I’ve written a lot of headlines in my life but this one is among the oddest. Why on earth does a phone...

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Apple Pay Vs. Google Wallet

Replacing credit cards can likely only be done if the new system is dead-easy to use and it moreover has to be...

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Signaling Offers Great Differentiation for Mobile Value-Added Service Offerings

We’ve all heard that some Value Added Services (VAS) revenue such as Short Message Service (SMS) are starting to decline in...

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Birdstep Improves Wireless User Experience, Reduces Churn

A smartphone user can get tripped up easily when in motion as today’s smartphones look for WiFi networks to connect to and...

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SugarCon 2013 Kicks off this week in NYC

April 8, 2013

Does Bezos' Money Present an Objectivity Problem for Business Insider?

April 8, 2013

I am left wondering if there will be any perceived objectivity issues as a result of the $5M investment by Jeff Bezos in Business Insider. Like Jeff, I am a big fan of Business Insider… Henry Blodget and his team do great work.

I also can’t help but wonder how the coverage on the site may potentially change. Will we see as many stories critical of Amazon?

Has the SEC killed the Press Release?

April 4, 2013

Has the SEC just signed the death warrant for the press release market? Possibly. Standard operating procedure today is to distribute press releases through established services like Business Wire and PR Newswire but thanks to the SEC, you can post your news on social sites – as long as users are told where to look.

Windows 8 Relegated to Budget Status?

April 4, 2013

Microsoft seems to make an OS you HAVE to buy while Apple makes an OS you WANT to buy



The Microsoft Store has good news for people waiting to pick up a new Windows 8 machine… Lower prices on relatively new hardware. Interestingly, only a few specific models saw their prices decreased. Some believe it has to do with specific  models which didn’t sell well while others think the challenge is Windows 8 itself.

Content Marketing: It Works for Obama and Your Company

April 2, 2013

How content marketing kept President Obama in office despite a challenging economy

To the tens of millions of people who didn’t vote for president Obama in the 2012 election, his reelection came as a surprise. After the historic Tea Party victory in 2010 and record-high unemployment, legions of political opponents could not believe President Obama was reelected.

Whatever your political views, you must concede the Obama White House does an amazing job controlling the content which the public consumes about it.

A recent article by Nancy Benac of ABC News delves into the issue more thoroughly describing the Obama Image Machine as:

Serving up a stream of words, images and videos that invariably cast the president as commanding, compassionate and on the ball.

Chorus.im Reduces IM Islands with HTML5

April 2, 2013

With the billions of messages sent each year it is tough to come to the conclusion that messaging is broken but it is. If I send an SMS from a cell phone for example it typically goes to another cell phone. Lets say I am on a PC and want to communicate via SMS - I can use an email gateway but I would have to know which carrier first before I choose a gateway. For example Vodafone in western Japan uses the following gateway address: number@n.vodafone.ne.jp while Vodafone in Okinawa uses the following slightly different address: number@q.vodafone.ne.jp.

Video: How Nanobots or Nanites Could Work

April 1, 2013

For Star Trek fans who have grown up seeing fictional nanites solving a variety of problems in the human body and beyond, this has to be a very exciting month. Researchers from the Sheffield Centre for Robotics programmed a group of 40 small robots which could organize themselves into a group and work together to solve simple tasks. The robots here are fairly simple – they can move in any direction and are a few inches in diameter. Even their intelligence is rudimentary.

Interactive Intelligence Explores Small Call Center Roots

March 18, 2013

Interactive Intelligence is an example of a disruptor which went mainstream and in the process changed the way contact centers operated. Soon after launching in the mid-nineties the company would attract huge crowds to its booths at trade shows as it showed off all-in-one solutions which combined the dialer, ACD, PBX and more into a complete solution which operated seamlessly together. The company was first to espouse the concept and is responsible for getting the competition to emulate them.

In a recent meeting with Joe Staples, CMO and Senior VP of Marketing he told me the company has successfully acted upon its growth strategy from 2006 which was designed to increase its sales to large companies such as Rolex, BMW, Crutchfield, Sony Honda and many others.

Apple Email Swings Back at Galaxy S4

March 16, 2013

 

For Apple, this past week has got to have been the biggest nightmare the company has faced in well over a decade. Cupertino went from being on top of the world in the eighties to crashing in the nineties to soaring over the past decade as the company became synonymous with the mobile revolution. Samsung has been improving its Galaxy S line and the latest iteration, the S4 actually had as much hoopla around its introduction as an Apple event.

Finally there is a mobile competitor to Apple which can generate as much buzz around a product launch.

Research Shows More Innovation under a Joint Chairman/CEO

March 15, 2013

Many of us know people who struck it rich in an IPO and then decided to retire or take time off. If a percentage of people in a company decide to leave the organization when it decides to go public, it is logical to conclude that innovation at the organization will begin to slow.

A new study by Stanford’s Shai Bernstein involved extensive analysis of patents from nearly 2,000 companies and discovered the patents at public firms were more incremental than those at private firms. In order to determine the value of a patent she analyzed the amount of times a patent application was cited in other applications.

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