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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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Customers Get Revenge on Call Centers

March 28, 2005

Dial-Up Declines

March 28, 2005

BellSouth Awarded Favorable DSL Decision

March 28, 2005

Marc Cuban Vs. RIAA

March 28, 2005

A very unlikely champion of p2p networks may be the most important friend the young industry has. In a  recent blog entry, Cuban outlines some of the businesses he owns and why he feels the recording industry could seriously cripple innovation if they win the MGM Vs. Grokster case. Here is an excerpt from Cuban’s blog:

We are a digital company that is platform agnostic. Bits are bits.

Hosting Grows Slowly

March 28, 2005

Personalized Menus?

March 28, 2005

It is important to choose words carefully. This is especially true when you are Microsoft and hundreds of millions of people use your software everyday. I have had a minor dilemma for months. I keep getting shortened menus when I click on Start and the Programs.

Google Advertising at a Crossroads?

March 28, 2005

Is Google really in trouble? According to an article in the International Herald Tribune, Google is losing some high profile trademark cases around the world based on its system, of selling advertising based on keyword. Google has been sued unsuccessfully in the US before and by some huge names. Playboy, AXA and American Blind & Wallpaper Factory have all tried to stop Google from selling ads based on their keywords.

In the US the Google argument goes something like this.

Quintum Enables Vonexus

March 28, 2005

Vonexus (Vonexus News) is working with Quintum (Quintum News) to enable the Vonexus IP PBX known as the Enterprise Interaction Center to work with the Quintum SIP Tenor MultiPath switches. The switch in this case acts a gateway between the world of IP and the PSTN.

There are two important items worth discussing relating to the Vonexus and Quintum release. Vonexus is pushing ahead rapidly with announcements and they seem to be building momentum. The second item is Quintum’s unbelievable ability to partner with a wide range of companies.

CommPartners

March 27, 2005

Lots of companies are getting into VoIP by piggybacking on networks from Volo or Level 3. Few companies are actually building out nationwide networks but I ran into some people that are. CommPartners (CommPartners News) has filed for CLEC certification in 50 states and hopes to be done by summer. They will sell their network and applications as a wholesaler.

They are able to handle calls from IP to IP, IP to TDM or just TDM to TDM.

Emergent Network Solutions

March 27, 2005

A complaint I get often from VoIP providers is that the complexity of deploying VoIP is more than meets the eye. Getting disparate equipment to work together seamlessly is a challenge. Sure there are bakeoffs and other ways to get companies to work together but when you get into network deployment mode it gets complex and expensive to get all sorts of equipment to work together in one seamless package.

Before I can tell you what the company does in detail I need to define the 3 acronyms necessary to help understand what they do.

E-REV: ENTICE Residential/Enterprise VoIP
ELICIT: Emergent Local Integrated Carrier Internet Telephony
ENTICE: Emergent Network Telecommunication Infrastructure Control Environment

A quick note, the products have to be simpler than the acronyms.

OK, where was I? Oh Yes, the company execs I met with seem like good people and aside from the acronym soup above, I think they are on to something here.









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