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

10 Reasons why CurrentC Will Lose the Mobile Payment War

By now, most of us have heard that retailers such as CVS allowed NFC-based payments for a few days via Apple Pay...

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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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AMDOCS Allows Carrier Self-Service at MWC2013

February 25, 2013

The big news from AMDOCS at Mobile World Congress 2013 was a suite of solutions dubbed CES 9 which the company internally calls the "Wow release." The company says it has seamlessly connected its customer management, billing, OSS, CRM and network controller solutions allowing customers for the first time to see connect their experience from the device down to the network.

You have heard me go on about the age of acceleration and apparently carriers feel the pressure of providing things faster as well. One of the biggest advances in this new solution will allow carriers to let their customers take advantage of self-service on the devices they use. For example, a tablet user will be able to upgrade their data account without having to call into a customer service representative or CSR. The company believes the release will actually allow 80% common transactions to be completed without a call center call-in.

 

Company representative Rebecca Prudhomme pictured above explained that the industry is adopting a new metric regarding customer satisfaction which gauges a customer's willingness to recommend a service to friends or family.

Sony Xperia Tablet Z Impossibly Light

February 25, 2013

Broadcom Has Low-Power GPS Geofencing News and More at MWC2013

February 25, 2013

Broadcom made some big noise here at MWC with the launch of its 47521 GPS chip which is a  follow-on to the 4752 they announced at the show last year. This new silicon-software solution allows real-geofencing due to its reduced power consumption which the company said was cut by a factor of 60!  I say "real" - because currently geofencing drains battery so much, users have to turn it off.

While I naturally thought asset-tracking/M2M was the major market for the company, Donald Fuchs Director of Business Development for the Mobile and Wireless Group says this market is a "rounding error" compared to the size of the wireless space. His thoughts as well as those of Monika Gupta from Broadcom are that social networkingand mobile marketing are the main areas for such a technology.

Oracle Not Shy at MWC

February 25, 2013

Alcatel-Lucent Pushes Tagline at MWC

February 25, 2013

Made it to Mobile World Congress MWC2013

February 25, 2013

Steve Wozniak to Keynote ITEXPO Las Vegas

February 22, 2013



We are extremely proud to announce Steve Wozniak is a keynoter at ITEXPO in Las Vegas, Thursday, August 29 at 10am. After the amazing keynote of John Sculley, past Apple CEO weeks back at this event* in Miami (video below), we thought the only way to even come close to finding someone of a similar caliber was to present the cofounder of Apple to our beloved ITEXPO community!





After all, how often do you get to hear from the person who helped revolutionize the personal computer industry by inventing the Apple I and Apple II computers?

The Woz has intricate knowledge of both communications and computing and as today’s mobility solutions have brought these markets together, his presence as a featured speaker means attendees at the show will hear from one of the most-focused visionaries available anywhere. Moreover, his topic which is the past, present and future of technology and entrepreneurship are sure to resonate

Registration is open now.

WebRTC Advisory Board Announced

February 20, 2013

One of the more exciting bits of news this week has to do with TMC and partners choosing the Inaugural WebRTC advisory board. After the huge success of the first WebRTC World show in Santa Clara, California, we wanted to make sure we worked with the absolute top minds in the communications, technology and WebRTC fields to ensure our conferences have the best content possible.

The next show takes place June 25-27, 2013 in Atlanta, GA. Here is a list of the new board members with Twitter handles for easy-following purposes.

Update: Jim Donovan's correct Twitter handle is now listed below.





Name/Company Member Handle Company Handle Jim Donovan
Acme Packet @jdrtc @Acme_Packet Tsahi Levent-Levi
Amdocs @tsahil @Amdocs Alan Johnston
Avaya @alanbjohnston @Avaya Chris McGugan
Avaya @cmcgugan @Avaya Arnaud Budkiewicz
Bistri @arnaudbud @Bistri Cullen Jennings
Cisco @cfluffy @CiscoSystems Steven Sokol
Digium @ssokol @digium David Duffett
Asterisk @dduffett ‏ @asteriskpbx Dean Bubley
Distruptive Analysis @disruptivedean @DApremium Geoff Hollingworth
Ericsson @geoffworth @ericsson Craig Walker
Fierspotter Labs @cwalker123 N/A Jan Linden
Google @jtlinden @google Justin Uberti
Google @juberti @google Stephen Brown
Mitel @mitelcloudchief @mitel Boris Selitser
Oracle N/A @Oracle Joe Burton
Plantronics @JoeBurtonCTO @Plantronics Goncalo Morais
Siemens @gnclmorais @SiemensEnt Mohan Palat
Sonus @mpalat @sonusnet Mark Weidick
TenHands @markweidick @TenHandsInc David Jodoin
ThruPoint @david_jodoin @Thrupoint Dan Burnett
Voxeo @voxeodanburnett @voxeo Alexey Aylarov
Zingaya @aylarov @Zingaya_Service





















Thank You Amazon, Retailers May Now Merge at Will

February 18, 2013


When reports surfaced regarding Office Depot merging with OfficeMax, the first thing which may have occurred to many, is regulators wouldn’t let this approximately $2 billion happen because the resulting store would be too large and create antitrust concerns. Much of these worries in retail however have decreased as of late because of the strength of Wal-Mart, Costco and of course Amazon. Let’s also remember that Staples is a major player in the space. It’s worth pointing out that Amazon in particular can be used by just about all retailers to justify industry consolidation.


Scam Users, Accumulate Facebook Likes, Buy a Ferrari

February 18, 2013

Bitdefender Labs recently reported that a site showing kittens and unicorns suggested users download a “business flash” plugin in order to see a video. At this point the plugin takes control of the user’s computer allowing cookie information to be taken and replicated on another computer – effectively locking a user out of their social networking account.



Bitdefender describes the people behind this scheme as crooks which makes this story more interesting as this exploit seems to be designed to “borrow” a user’s identity. If your account isn’t taken over, the extension sits on your computer and can continue to like site after site without your approval.

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