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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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Symbian and ActiveSync

March 23, 2005

Symbian will license the Microsoft Exchange Server ActiveSync protocol for in Symbian OSTM. Symbian OS licensees worldwide can enable a range of mobile email solutions and other personal information management data using the ActiveSync "plug-in" supported by Microsoft Exchange Server 2003.

Why is this important? This is a crucial step in the right direction for the mobile market. Microsoft has the lion’s share of the e-mail market and with the ability to allow the entire Symbian family of products to seamlessly interoperate with Exchange Server, the question becomes why will Blackberries be needed?

This is an oversimplification of the market.



Small Business VoIP

March 23, 2005

Here is a great article titled IP Telephony for Small Business: When Failure Is Not an Option

The article is a good read because it points out questions worth asking such as:

  • What are the business goals of considering an IP telephony system – improved services, decreased costs, integrated network, for example?
  • What services will employees need today and in the future?
  • What type of training will be necessary to ensure employees use the system as effectively as possible?
  • Can the existing data network handle the increased bandwidth that are required from an IP telephony system?

Furthermore it discusses some of the approaches you can take.

  • Hybrid – An IP card is attached to an existing PBX and the user receives a IP phone. This approach allows the user to get phone calls over an IP phone, but not the other services available through IP telephony.

The Perception of Qwest

March 23, 2005

Aside from a grammar issue, I found this release titled The Perception of Qwest, discussing Qwest’s business model to be a good overview of why the carrier is forced to put together this huge deal with MCI.

Here is a key paragraph:

Qwest realizes they have to do something if they want to continue to grow. Their legacy markets are under attack on many fronts and they strategically are not positioned in the fast growing wireless sector. “Doing nothing” relegates them to managing a shrinking business and that is not why a man of Notebart’s stature took the CEO role.



Texas Sues Vonage

March 23, 2005

In December of 2004 I wrote the following about VoIP 2.0:



VoIP E911


I have said it before and I will say it again if we don’t get our act together soon as an industry we will have some serious headaches to contend with. The positive press friendly to VoIP that we witnessed for a year will vanish the moment someone is injured or worse because there is a problem with VoIP and E911 connectivity.

The current state of 911 over today’s VoIP providers is not good. The incumbents aren’t as much of an issue as the newer carriers who transfer 911 calls to lower priority administrative lines in PSAPs. E911 over VoIP can be much better than PSTN 911. We need to come together as an industry and discuss the challenges and standards issues and make sure that e911 over VoIP becomes a reason to adopt and not a reason to pass on VoIP.

I consider this a stumbling block that needs addressing on our way to achieving VoIP 2.0.




MCI Mulls Qwest Bid

March 23, 2005

According to the WSJ, the MCI board is meeting to weigh the Qwest bid. MCI said last week that it would respond to Qwest's latest bid by March 28, though a decision also could be announced this week, according to people close to the situation. Qwest's bid is $5.25 a share higher than the accepted offer from Verizon. The size of that spread makes it difficult for MCI to justify staying with the current Verizon offer, some investors and lawyers say.

MCI still eventually could go with a deal from Verizon, even with a deal that is nominally lower than Qwest's, since it would be seen as a less-risky deal.

VoIP Increases $6/Month

March 23, 2005

Cybertelecom.org

March 23, 2005

Hilary Clinton Wins Race

March 23, 2005

I bet I got you there for a second. No, not the presidential race. In this case the race was for her own name. Well sort of anyway. Her name online or HillaryClinton.com as it were.

Ruling in Senator Clinton's favor, National Arbitration Forum arbitrator Tyrus R. Atkinson, Jr. found that the other party, Michele Dinoia, registered the hillaryclinton.com domain name on October 22, 2001, and was using the disputed domain name to direct Internet users to a Web site that displays a generic search engine, links to commercial Web sites, and exposes users to pop-up ads and pay-per-click search results.

AdvancedTCA Growing Quickly

March 23, 2005

AdvancedTCA will make its mark in the steadily growing Open Standards Chassis (OSC) market over the next several years, according to In-Stat. The AdvancedTCA portion of the OSC market will grow steadily from $221 million in 2004 to multiple billions of dollars in 2009, the high-tech market research firm forecasts. There are several drivers pushing along the AdvancedTCA and overall OSC markets. A recent driver is telecommunications providers that are attracted to OSCs in networking equipment because of potential cost savings.

"When you look at which types of companies are advocating standardized chassis, you find that they are mostly either chipmakers or Network Equipment Providers (NEPs)," says Eric Mantion, In-Stat analyst.

Mio 136 GPS

March 22, 2005

Mio just introduced the Mio 136 GPS navigation system. This device is not only a GPS device but is also a MP3 player. The device comes with a million points of interest, and categories of restaurants, gasoline stations, lodging, ATM's and banks, airports, and more. In categories, users can filter by name or type.

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