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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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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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Oil Kills US

April 28, 2005

I am not a financial expert but I have a blog and write for a living so that means I can basically sound off on anything that annoys me, will interest you or just makes me feel better to get out of my system. I had to share the following with you. I received two news alerts from MarketWatch. The first one said that Exxon Mobil profit jumps 44% (I recall last year’s profit growth being similar) and now the GDP is growing slower than at any time in the past 2-years.

What does this tell us – again, I am not a finance major – tech, I know, but macroeconomics I don’t -- It tells us we are being screwed by Exxon Mobil.

Am I too naive?



Nokia N91

April 28, 2005

It was only a matter of time before cell phone companies came out with devices comparable to iPods in functionality. Today is that day as Nokia announced its N91, a phone with a 4-GB hard drive. Although the device will be priced between $500-$900 it gives you a phone and a music player in a form-factor about the size of a an iPod Mini.

What remains to be seen is which carriers will want such a device. Carriers are looking for ways to generate revenue from music and such a player could conceivable allow users to download songs without making use of wireless networks.

iPOD Theft Grows

April 27, 2005

There seems to be a criminal element in everything these days. Someone invents e-mail, spammers and virus writers hijack it. Someone invents VoIP, spammers are there to send us SPIT (spam over internet protocol). Now –say it isnt so, it hurts to write – they are coming after, are you ready?

Teltel Traffic Drop

April 27, 2005

Alexa.com is a great site to use to monitor how much traffic sites get. I noticed recently that Teltel, a company I have written about before in an entry titled: Teltel A Skype Killer? had a huge drop in web traffic from a 3-month average of around 10,000 to a one-day average of 31,381. I didn’t have a chance to ask the company the reason and to be honest it could even be a problem with Alexa causing this drop. Who knows?

Gold Systems Webinar

April 27, 2005

According to the Gold Systems Webinar I am on now, AAA on Minnesota has increased customer satisfaction using speech technology from Gold Systems. They have reduced agent turnover as a result of using speech and the agents are now not as threatened as they once were. The agents are happy that the mundane calls are being handled by automation. Agents get to deal with calls that have to do with personal service.

68 VoIP URL Changes

April 27, 2005

A fairly big day for VoIP URLs. In case you are interested in who took blogvoip.com (I am); They are hiding behind a hosting company. Voipwhitepages.com is taken by John Zelenka from NY and Voipcallaccounting is also taken from someone in NY -- in this case a company named MBG.

86voip.net
apexvoip.com
blogvoip.com
blogvoip.net
cheapvoip.us
cheapvoipcall.com
cheapvoipservice.com
davoipster.com
gts-voip.com
lambanvoipc.com
multichannelvoip.com
voip-discount.biz
voip-discount.info
voip-discount.net
voip-discount.org
voip-konferenz.org
voip-saves.com
voipay.biz
voipay.org
voipcallaccounting.com
voipephone.com
voipnetworks.biz
voipnewsblog.com
voipnewsblog.net
voiprebate.com
voiprebates.com
voiptelinc.com
africavoip.net
amazonvoip.com
anywherevoip.net
aolvoip.net
ccvoip.com
cellfonevoip.com
cellphonevoip.com
cellularvoip.com
cingularvoip.com
comcastvoip.com
connectvoip.com
coxvoip.com
dishvoip.com
echostarvoip.com
echovoip.com
flashvoip.net
indiavoip.net
nextelvoip.com
nokiavoip.com
pacificvoip.us
qwestvoip.net
roadrunnervoip.com
rrvoip.com
satellitevoip.net
satvoip.net
solucionesvoip.com
solucionesvoip.net
sprintvoip.net
verizonvoip.net
voip-la.com
voipaz.com
voipeverywhere.com
voipgroup.net
voipphonesystems.net
voipspecial.com
voipwhitepages.com
voipwhitepages.net
voipwp.com
voipyellowpages.net
voipyp.net
wirelessvoip.net




































































TV: Mobile Killer App

April 27, 2005

TV is so addictive that this report about it being a mobile killer app is probably dead right. Between sports, 24 and Apprentice Season 11, we won’t be watching less TV any time soon. Mobile TV makes infinite sense and the question is who will benefit from the growth of the market. ABI Research has a new report on this market and here are some of the things it covers:

  • What is the general outlook for TV in the cellphone for the next five years?

Apple Burns Books

April 27, 2005

OK so they aren’t really burning books but they are pulling all Wiley & Sons books off the shelf because of the latest book from the company named “iCon Steve Jobs: The Greatest Second Act in the History of Business,” which is an unauthorized biography of Steve Jobs. Excerpt from WSJ:

Apple, of Cupertino, Calif., removed the books last week from all 104 of its stores after failing in a monthlong attempt to persuade John Wiley & Sons not to release "iCon Steve Jobs: The Greatest Second Act in the History of Business," which is to go on sale within the next six weeks, the publisher said.

The book-spurning is only the latest attempt by Apple executives to crack down on writers who publish or distribute unauthorized or secret information about the computer maker.

It's a strategy that experts in brand management say is likely to backfire, only adding to the notoriety of Apple's critics and encouraging sales in countless other bookstores.
"Pulling books off the shelf is a little draconian," said Rob Frankel, a brand consultant. "It reeks of repression."

The book's author, Jeffrey Young, says Mr. Jobs has nothing to fear from "iCon." It's a chronicle of Mr. Jobs's rise as an innovator and entrepreneur and includes details about his personal life such as his divorce and fight with cancer, he said.

"I thought the book was pretty positive and laudatory," Mr. Young said. "It covers his personal life and there is something about his illness. I wouldn't call any of it outrageous.










WiFi as Utility

April 27, 2005

Qwest Blocks SBC And AT&T?

April 26, 2005

Of course it should be obvious to anyone that VoIP is wreaking havoc on service providers. This technology had two false starts but is so entrenched now that service providers are rethinking how they will exist in the future. There is safety in numbers it seems and this is why we are seeing carriers herd together in smaller groups that eventually merge together.

But in the end consumers don’t benefit when service providers get too strong. This is exactly what Qwest is telling the FCC as they petition the government body to block the proposed merger of SBC and AT&T.

SBC has many reasons to initiate this acquisition not the least of which is reducing a powerful lobbying opponent from the industry.



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