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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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Belkin CallEverywhere

March 20, 2005

Having written about telecom for years, I must say I was excited about the opportunity to step into the voice-activated phone booth of the future. This is Belkin's (Belkin news, Belkin VoIP news, alert) idea of what it will look like and it is a high-tech wonder. Sure, they probably know that phone booths will never again have a place in our future due to the advent of the cell phone but hey, at a trade show, you need to do what you can to get attention.

The idea worked. At our ITEXPO show in Miami, the Miami Herald (free registration required) decided to take a picture of one of their phone booths and use it as a story that ran on one of the covers of their newspaper.



The phone booth was really amazing as it uses voice recognition and touch screen technology to allow you to connect with your party over VoIP.

GN 8120 USB

March 20, 2005

Sometimes the simplest of products are the most important. GN Netcom has invented lots of new products and technologies but perhaps their simplest one will become the most popular.

I recently witnessed their GN 8120 USB headset adapter, a simple 3-button devices allowing you to take advantage of some VoIP features without the need to interact with the computer. Buttons can perform different functions such as picking up the phone or hanging up. A two-button combo can stand for 911, and you can program the buttons as you see fit.

Skype Bluetooth Headset

March 20, 2005

I've been promoting bluetooth for years and it seems like the technology is finally catching on like mad in the states. That is why I got excited when I read this post on TMCnet that talks about a Skype bluetooth headset.

Dear All,

We have completed a two month trial for the SkypeHeadset, a plugin application for Skype that allow users of Bluetooth headsets to control accepting, terminating and muting calls in Skype from their headsets. It also comes with quick-dial and auto-dial features. This is the link to the previous announcement http://forum.skype.com/viewtopic.php?t=14703

This application was released to a group of Skype users to evaluate, test and report any usability issues.





AJaX: Two steps forward... Two steps back?

March 20, 2005

(From www.java.net)

Day one of TSSJS has been a mix of wow! and doh!


Like Ed, I've been intrigued by the promise of AJaX, but when I consider it in a wider context I'm a bit concerned.

The basic message of AJaX is that modern browsers, through a combination of JavaScript and XmlHttpRequest, provide an advanced client that allows you to write rich client interfaces without the need to deploy a plugin.

So far so good, but when you look at the mechanisms that are currently available to take advantage of AJaX, a boatload of JavaScript embedded in an HTML file, you will probably experience a sickening feeling of deja vu all over again.

AJaX totally blows the idea of seperating presentation markup and code snippets.



Dangling Broadband From the Phone Stick

March 19, 2005

I spent some time in Starbucks today and didn't have my laptop. Half of me felt about as guilty as a human being can feel because I have a T-Mobile hotspot subscription and I could actually feel the WiFi passing through me. I had lots of ideas to blog but I had no outlet.

So I did what other people seem to do when they have no broadband access, I picked up a New York Times and started reading. I came across a story that confirms something I have been writing about for a while.

VoIP Saves Lives

March 19, 2005

Kevin Martin Article

March 18, 2005

Is Ajax Our Future?

March 18, 2005

A lot of buzz is being generated by Adaptive Path, the company that invented the acronym Ajax to describe what could become the key technology that allows web-based software to overtake traditional desktop software in the long run. The implications for companies like Microsoft could be huge if the tremendous interest in this technology continues.

Content Directions MultiLink Dropdown Menus

March 18, 2005

I’ve met with Epygi executives on numerous occasions and have always been impressed with their knowledge of web technology… Not just VoIP but Internet technology like RSS feeds, etc. It came as no surprise to see that the company pioneered a new way of advertising. Before reading this release I happened upon their Selecting VoIP Solutions channel on TMCnet and noticed their ads are amazing. If you mouse over one, you have a window into what appears to be their entire website.

Florida VoIP Tax Killed

March 18, 2005

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