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

Why Aren't You My Customer?

COMPTEL had a sales training session for attendees with Stephen Schiffman. Schiffman has written 50+ books in his 35 year career...

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How Imagine Communications is Bringing Video Distribution to the cloud and Beyond

At the end of 2014 I declared Imagine Communications one of the companies to watch in 2015, specifically stating: The video industry...

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The Race to Gigabit is About Business

The cable companies racing to Gigabit networks isn't about delivering ultra-fast broadband to consumers. The Gigabit announcements get them good PR...

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Four Ways Cable Operators Can Boost the Customer Experience

By Mae Kowalke, TMCnet Contributor

The customer experience has always mattered, but its importance has grown in recent years. This has been driven by increased global competition, including the almost instant availability of alternations, and the rising expectations by fickle and informed consumer. Yet, cable operators have a long way to travel if they want to deliver the customer experience (CX) that consumers demand.

The Temkin Group’s Q3 2014 survey of 10,000 US consumers’ opinions about goods and services registered the lowest ranking average Net Promoter Score (NPS) for pay TV providers, a telling statistic. Internet service providers did almost as poorly, coming in only one position higher.

“As technology innovations drive shifts in consumer behavior and open new service opportunities, operators must start eliminating pain points,” stressed Alcatel-Lucent’s Nicholas Cadwgan in a recent TechZine article, Cable MSOs transform the customer experience. “This includes any obstacles that will impede their ability to launch and provide adequate care and quality assurance for those services.”

Cadwgan lays out four customer experience management (CEM) areas that cable operators should focus on.

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HP Can't Compete in Public Cloud as Amazon Machine Learning Launches

There are long-term trends in technology we all know are happening. Computers will get more powerful. More devices will be connected. Finally,...

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Citrix and Grasshopper Make a Good Pair

Citrix has many products - DaaS, NetScaler, ZenApp, SingleSignon and the GoTo suite of products: GoToAssist, GoToMyPC, GoToMeeting, GoToTraining, GoToWebinar, Podio...

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Xirrus Launch

March 29, 2005

With WiFi Growing so quickly, it was inevitable that companies would start to focus on the needs of the larger WiFi installations. A new company called Xirrus just launched their company and products in the high-density WiFi market.

Their WLAN array integrates a WLAN switch and 16 access points into a single device delivering gigabit class performance at an aggressive price point.

Here are some interesting features of this solution:

  • The Array Controller featuring a 2 Gbps switching fabric, controlling the packet flows of the Integrated Access Points and providing complete spectrum management;
  • A high-gain directionalized antenna system delivering increased rate and range in all directions;
  • Tri-mode 802.11 a/b/g support for existing and emerging mobile devices.

·         16x Greater Capacity: The WLAN Array introduces the industry’s first Gigabit-class Wi-Fi capacity, delivering up to 864 megabits of RF bandwidth to over 1000 clients;

·         4x Greater Coverage: The WLAN Array features a high gain multi-sector antenna system that increases rate and range in all directions yielding four times the coverage area of competing architectures;

  • 33% Lower Cost: Using less equipment to support more users, traffic and advanced applications than current architectures, the WLAN Array simplifies network design and lowers the costs of deploying and maintaining Wireless LANs. 

Xirrus offers a complete family of WLAN Arrays in 16 (XS-3900), 8 (XS-3700) and 4 (XS-3500) Integrated Access Point configurations to maximize deployment options.

Qwest, MCI, and Verizon

March 29, 2005

SPIRIT Supports Java

March 29, 2005

Voice Engine for Multi-Point IP Conferencing now Runs on Java

Spirit claims that the voice quality will not be affected, even if dozens of users participate in a conference.

Features:

  • Any user can join an IP conference from any remote location with limited network access, i.e. Internet cafe or other public Internet access point with download restrictions.
  • Any user can connect to voice mail or another voice stream server (including RTSP and other media broadcast servers) from a remote location with limited network access. All features are accessible from the Web and provide maximum Web privacy.
  • To join a conference user simply clicks on the conference URL in the invitation e-mail (if any) or just types it in the browser address toolbar.

Domestic Travel gets Worse

March 29, 2005

More VoIP Domains

March 29, 2005

Another big day for VoIP domain names. I like samsvoip.com but I don’t think this is going to be a Sam’s Club VoIP offering. uwbvoip.com is interesting as well.

 

 

MultiService Market Rebounds

March 29, 2005

SCOTTSDALE, Ariz., March 29, 2005 - The MultiService switch market rebounded in 2004 with worldwide sales of $2.3 billion, an increase of 9% from 2003, reports In-Stat (http://www.in-stat.com). Sales to service providers accounted for about 90% of total MultiService switch sales in 2004.

"2004 was a turnaround year as service providers began spending to replenish capacity in their networks, add capacity for broadband aggregation, and offer new services, such as MPLS IP VPN and Ethernet services," says Henry Goldberg, In-Stat analyst. "Wireless service providers were a growing, important market for MultiService switch vendors, as they purchased this equipment for Radio Access Network backhaul and other applications."

A recent report by In-Stat found the following:



  • In-Stat forecasts 7% growth in worldwide MultiService switch sales in 2005, and a CAGR of about 6% over the next five years.
  • The MultiService switch market is mature, and In-Stat expects growth rates in sales to gradually decline over time as the products face stiff competition from routers as service providers evolve to MPLS networks.
  • Nortel held the leading position in sales for the fourth consecutive year, attaining a market share of 34% of total MultiService switch sales.

Tech CEOs Hiring

March 29, 2005

95 percent of tech CEOs are planning to grow their workforce, according to Deloitte’s 2005 CEO Survey of the fastest growing technology companies in North America. The tech CEOs surveyed are focusing on internal strategies to grow their companies and are shrugging off economic and terrorism worries.

Key Findings of the Survey:

  • Ninety-five percent of the CEOs plan to grow their workforce, almost two-thirds by 25 percent or more
  • Nearly three-quarters of the CEOs are extremely or very confident about their companies’ future growth
  • Economic concerns are only an issue for 2 percent of the CEOs this year, down significantly from 16 percent last year
  • The necessity of a strong business strategy ranked higher in importance this year; having exceptional or unique products ranked lower
  • Twice as many CEOs as last year are concerned about competitive pressure on pricing and more are concerned with building strategic relationships

China Phishing Skyrockets

March 29, 2005

ActionTec and Skype

March 28, 2005

I was at the water cooler today – sounds like such a cliché, and Tom Keating asked me if I read his ActionTec Skype review. I explained to Tom that I am struggling to catch up with e-mail from just today. Tom laughed and nodded as if he understood.

I felt a bit guilty. Tom is an awesome reviewer and wouldn’t tell me to see his review unless it was important.

Food For Thought

March 28, 2005

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