Communications and Technology Blog

CloudTC and N-Able Acquired

By Peter on Wednesday, May 22

"Australian-owned IP PBX systems company, Vixtel, has completed the acquisition of Silicon Valley based glass phone developer, CloudTC, for an undisclosed figure,"...

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Tagged hosted pbx, itexpo, mergers, phone system, RMM

ProfitBricks: Where InfiniBand Meets Cloud 2.0

By Rich Tehrani on Wednesday, May 22

In a recent meeting with William Toll and Pete Johnson of ProfitBricks, the pair were ecstatic to explain how their company has...

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Tagged amazon, cloud computing, data center, ec2, infiniband, interop, profitbricks, public cloud, technology

Proactive Care Puts Operators One Step Ahead

By Peter Bernstein on Monday, May 20

By Thomas Fuerst, Senior Director, Multimedia Solutions MarketingAlcatel-Lucent

Monitoring and analyzing network data proactively saves operators time, money, and customers.

When a network service fails, it makes headlines, ticks off customers, and costs that network operator money. When a failure is headed off in advance, on the other hand, there might not be praise-laden headlines, but it's newsworthy nonetheless.

The traditional approach to customer care has typically been: a disgruntled customer calls customer service and complains of a service interruption or problem; the rep, learning of it for the first time, sends out a technician the next day, and eventually finds a resolution. Often, customers are left feeling put out, and the operator has spent significant time and money resolving the problem. Even worse is the customer who doesn’t call and just feels this is ‘typical’ of their network experience. That is a customer at risk of leaving.

Proactive care flips this dynamic on its head by using predictive analytics to identify potential outages or errors in the network and stop them before they occur. It consists of three main parts: one, constantly monitoring and measuring data on the network; two, real-time analysis of the data; and three, the most important, acting on that analysis to fix the problem.

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Tagged Alcatel-Lucent, big data, customer care, KPIs, network monitoring, procativecare | Responses

10 Lessons from Volleyball

By Peter on Monday, May 20

I've played volleyball for over 25 years. I have traveled around the US to watch the pros live - both indoor...

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Tagged hiring, strategy, volleyball

Emerging Threats Combats a Million Plus Pieces of New Malware a Week

By Rich Tehrani on Friday, May 17

There are 250,000 plus new pieces of malware being produced each day equating to one piece per person in the US in...

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Tagged emerging threats, interop, malware, security

NFV-Based Software Telcos Need OSS/BSS Interoperability

By Rich Tehrani on Friday, May 17

One of the goals of ETSI NFV is to allow new entrants to provide solutions to carriers based on software instead of...

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Tagged bss, carrier, ericsson, huawei, interoperability, nfv, nokia siemens networks, nsn, oss, sdn, software telco

SysAid's Lifshitz: The Cloud Will Dominate ITSM Market

By Rich Tehrani on Thursday, May 16

Cloud computing has really become a household word with mainstream media outlets running stories on television about the growth in the space...

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Tagged help desk, itsm, mdm, sysaid

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TMCnet.com The 2,888 Most Popular Web Site!

January 12, 2005

Last week I apologized for our site being down as we were experiencing tremendous web activity. Our site traffic sets new records every day it seems. We had to rush and order new equipment to handle the load. In my blog entry I pointed out that TMCnet was in the top 4,871 sites on Alexa.

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Viral VoIP Marketing

January 12, 2005

Yesterday I wrote about viral VoIP marketing and how a company like Voiceglo is paying to increase the viral nature of their software via TV ads. Covad used a different approach... They actually have a VoIP movie. The movie came out in September, 2004 so I don't in any way want you to think I am breaking news, just looking at all the different ways you can market.The movie is pretty good actually.

Posted in VoIP

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Why Don't All VoIP Shows Come With a Guarantee?

January 11, 2005

I received a call today from a telco blog reader who asked if we were serious about our conference guarantee at Internet Telephony Conference and Expo. Of course I replied "YES" and he asked why we have never seen this policy before in the industry. I answered that it could be because that this industry has so many financial alliances between show producers and vendors in the industry... These show producers on the take would lose money if they offered any refund. They would take a bath.

Posted in VoIP

Indiana Telco Regulation Explained

January 11, 2005

I came across Wetmachine today and read just one article about the dire legislation situation in Indiana and wanted to cry. To sum it up the incumbents are doing their best to keep the state from providing any service such as broadband or telecom to their constituents. Here is a link to a digest of the Indiana Bill. Here is an excerpt.

Posted in VoIP

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VoiceGlo VoIP Service

January 11, 2005

According to my colleague David Butcher, Assistant Editor of Customer Interaction Solutions Magazine, VoiceGlo has been busy. His witty VoiceGlo article points out how many simultaneous things VoiceGlo is doing like letting their GloConnect product connect to 600 million instant messenger users, such as AOL, Yahoo, MSN and ICQ. Yesterday's Will PhoneGAIM Unseat Skype blog entry also hinted the way to take Skype out is with messenger integration. After all, 50 million Skype downloads is tough to compete with if you don't have a built-in network of your ownDavid further points out that VoiceGlo is running a massive ad campaign and actually lists the stations where you can see the ad.

Posted in VoIP

Broadlook Finds You New Customers

January 11, 2005

I had a chance to talk with Dan Hughes of Broadlook about how their company has progressed since I wrote about them in Customer Interaction Solutions in June 2004. If you recall, the article was titled, Innovation Returns to CRM and Contact Centers. The company makes a suite of needle in the haystack customer profiling tools.One of the products I wrote about before was Broadlook Profiler and it is now in version 3.0 and has a bunch of great tools to help with finding people on the vast Internet. Using a� list of web sites it can find specific people in companies by searching the Internet by title and it can even pull up bios on these potential customers.The software takes the laborious process out out of sales and marketing and automates manual research.

Posted in CRM

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Death of the Personal Blogger?

January 11, 2005

Om Malik writes a great piece on the death of the personal blog which I agree
with. From a search engine standpoint, the larger sites that aggregate
blogs always have the advantage as well. This wasn't really mentioned in the
article but I have noticed this trend. I have also noticed may independent
bloggers being solicited by large sites to write based on ad revenue share
programs.

Posted in VoIP

Comments

An Interview With The CEO of Vertical, Bill Tauscher

January 11, 2005

I spoke with Bill Tauscher the chairman and CEO of Vertical, the company that was known as Artisoft... For those of you with a long history in telecom, you know Artisoft has been in the business for ages, first catering to developers by producing CTI applications and later deciding to build and sell a PC PBX. I was always impressed with their marketing and their products. Our TMC Labs reviewed a number of their offerings and they always did well. They recently purchased Vertical Networks, a company that also makes PBXs and Bill tells me the reason for the name change is the company is new and more than twice the size of the old Artisoft.

Posted in VoIP

Government and Reseller VoIP: Two Hot Areas for 2005

January 10, 2005

The military is not letting up on VoIP adoption. Some huge military bigwigs will be at attendance at ITEXPO and this is the 3rd year in a row we've seen a large and growing government presence. It is probably better that I don't tell you which branches but suffice it to say that VoIP is playing a more and more important role in military and government communications and we are glad to do our part to serve our country. Another area of massive attendance growth is the reseller space where we have dedicated reseller sessions focused on this group.

Posted in VoIP

VoIP IC Revenue Skyrockets

January 10, 2005

This is amazing. Every facet of VoIP is hot from software to hardware to prepaid calling cards. You name it. Today I came upon an In-Stat release that says VoIP IC market growth will be tremendous from $137.6 million in 2003 to $938.4 million in 2008.

Posted in VoIP

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