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

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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Miami Herald VoIP Article

March 15, 2005

There is a great VoIP article in the Miami Herald today and they were nice enough to quote me. Here is an excerpt:


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Matrimonial attorney Herman H. Tarnow lives in Naples and practices law in New York City. He uses the telephone like a cellphone but avoids roaming charges by using VoIP.


Two other attorneys in his firm also telecommute across state lines, including a pregnant lawyer who is able to keep working while visiting New York once a week, Tarnow said.

iPOD Shuffle Clone

March 15, 2005

The LuxPro Super Shuffle is a digital audio player from a Taiwan based company. Similar in looks and function to the Apple iPOD Shuffle (news) it adds an FM music player but lacks the famous apple AAC support. Instead it supports the Windows Media digital rights management format or DRM.



The LuxPro Super Shuffle (photo taken from site)





BT and Tatara

March 14, 2005

BT chooses Tatara Systems Inc. SIM Authentication technology to form part of a ground-breaking voice-over-WLAN trial in the United Kingdom.

BT is making an aggressive bid to capture marketshare in the dual-mode market for GSM and WiFi. Trial participants will be issued with HP iPAQ 6340 personal digital assistant (PDA) devices, enabled for WLAN and GSM voice connectivity. Initially the trial restricts Wi-Fi access to Adastral Park only but ultimately users will be able to make voice calls over WLAN networks at the office, at home, or at a public hotspot. When out of range of a WLAN network, the user will make voice calls over the standard GSM network.

The Tatara Subscriber Gateway and the Tatara Service Manager Software Developers Kit (SDK), elements of the Tatara Mobile Services Convergence Platform, form a key part of the technology infrastructure that BT is deploying to enable the trial.

W800i and W800c

March 14, 2005

If the future of consumer devices is convergence then take a look at what SonyEricsson is doing as a guide to what the future will look like. Let’s start by saying you’ll want to have lots of memory handy because we are at a point today where you can generate a tremendous amount of megabytes from the camera on one of these babies.

The Sony Ericsson W800 which comes in variants for GSM – W800i and for GSM in China – W800c will be some of the most powerful devices out there and most interestingly they hark back to the heritage of the Sony Walkman. Sony is positioning this device a s serious music player. It plays 15 hours of music while the phone is on or 30 hours when the phone is off.

Wayport and Cingular

March 14, 2005

This in my opinion is the beginning of WiFi telephony taking hold in a so called dual-mode configuration allowing GSM and WiFi telephony calls to be made via a single device. I may be reading into this a bit but this seems inevitable and Wayport is the biggest competitor to T-Mobile hotspots. T-Mobile of course competes with Cingular a fellow GSM network in the US.

WAYPORT AND CINGULAR ANNOUNCE WI-FI ROAMING AGREEMENT IN HOTELS AND AIRPORTS


Cingular to Package Wayport Wi-Fi High-Speed Internet Access with its EDGE High-Speed Data Service

New Orleans, March 14, 2005 – Wayport, the nation’s largest provider of Wi-Fi (802.11 b/g) wireless and wired high-speed Internet access to mobile travelers in nearly 7,000 locations, announced today that it has reached a strategic Wi-Fi roaming agreement with Cingular, the nation’s largest wireless carrier.




ITEXPO Praise

March 14, 2005

We received these nice comments about our Miami ITEXPO recently and I thought they were worth sharing. My sincere thanks to the attendees, exhibitors and TMC team for helping to make this a record-breaking industry event.


"From the time that I first contacted the sales rep (about 6 weeks before the show) to see if there was room for us to exhibit I was impressed with TMC.

Once the conference started, and the exhibit hall opened, our expectations were exceeded on attendee quantity and quality. There were several times that we were overwhelmed by the number of people passing our booth and stopping to talk to us.


P2P VoIP Aastra VentureIP 480i

March 14, 2005

You’ve no doubt heard me praise the concept of p2p VoIP. This is an area of tremendous growth potential in my opinion. One of the players in the space, Nimcat Networks is supplying technology to Aastra Technologies, enabling them, to sell a p2p SMB phone system. The first product of this partnership is the VentureIP 480i.

P2p technology allows these phones to recognize each other and each phone is designed to do some of the work of a traditional PBX, eliminating the need for a central telephony server.

Here are some of the features of the system:
  • Low-cost IP-based telephony system - P2P, VoIP
  • Complete PBX telephony features including : voice mail, intercom / page and auto attendant
  • Eight-line graphic display with six dynamic context-sensitive softkeys
    Premium speakerphone performance
  • Automatic start-up with no configuration required
  • Systems scales set by set - no need to purchase a minimum number of units
  • Completely automated for adds, moves and changes
  • Call control
  • Conferencing
  • Auto-Attendant
Some say this concept will really take off when p2p is embraced by the larger PBX manufacturers.



Keynote in Dallas

March 13, 2005

Interactive Intelligence was nice enough to invite me to keynote at their dual seminars this Thursday, March 17 in Dallas. As you may recall the company is focusing on contact center products while their new wholly owned subsidiary Vonexus will focus on enterprise solutions.

Here are the details of the morning session:

Best Practices for Migrating Your Contact Center to VoIP

Time / Agenda:
8:00 am – 8:30 Registration and Interactive Breakfast
8:30 am – 8:50 Conference Open
8:50 am – 9:20 Keynote – Industry Direction
9:20 am – 9:50 Best Practices
10:00 am – 10:30 Demo
10:30 am – 11:00 Long-term Vision
11:00 am – 11:15 Customer Success Story
11:15 am – 11:30 Hitting Home: Keys to Success


This is how the afternoon shapes up:

The Microsoft-based IP PBX

12:30 – 1:00 pm Registration and Lunch
1:00 – 4:00 pm The Microsoft Based IP-PBX Seminar


Where:

InfoMart Dallas
1950 N Stemmons Fwy
Dallas, TX 75247

As always I look forward to seeing you at the event. I love Dallas, the people are friendly and everything is just plain bigger.






























TMC is Growing

March 13, 2005

The growth rate our company is experiencing is unlike anything I have ever seen in the last 35 years TMC has been in business. Advertising sales in Internet Telephony Magazine doubled last year. They could double again this year. Our most recent Internet Telephony Conference & Expo was an amazing hit...

Bloggers Buy iLawsuit

March 13, 2005

The ruling below is bad news for journalists and bloggers everywhere or just common sense? Is this the first step towards journalists losing their freedom to do their jobs effectively? An even worse scenario is one in which more people will be afraid to share important information with journalists for fear of legal action. The following came from the Electronic Frontier Foundation.

Court Crushes Online Journalists' Rights

EFF Asking California Appellate Court to Intervene
Santa Clara - Today Santa Clara County Superior Court Judge James Kleinberg ruled that an online journalist's Internet service provider (ISP) can be required to reveal the identities of the reporter's confidential sources to attorneys from Apple Computer, Inc. The court rejected a request for an order to protect the confidentiality of these sources and other unpublished materials.

The Electronic Frontier Foundation (EFF), along with co-counsel Thomas Moore III and Richard Wiebe, is representing the journalist, and will be asking the California Appellate Court to intervene.
"We're disappointed that the trial court ignored the Supreme Court's requirement that seeking a journalist's confidential sources be a 'last resort' in civil discovery," said EFF Staff Attorney Kurt Opsahl.







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