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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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Over 6,000 at ITEXPO Miami

March 4, 2005

If you want to see the massive crowds at ITEXPO – the talk of the industry, please check out this video. Yes the video quality stinks but its optimized to play quickly. We may improve the quality next week. We had over 6,000 people at the event making this the largest Internet Telephony Conference & Expo TMC has ever produced.

March 4, 2005

VoIP mobility Is a hot theme these days and you can see how companies are coming together to make it happen. I am hearing about this trend from Nortel, Avaya and others. It is also the theme of the March Issue of Internet Telephony Magazine which is in the mail.

Nortel and SIPquest bring SIP-based multimedia services to wireless devices

Phase-one to add Presence, Instant Messaging, and network-based directory and call logs.

ITSP in a Box

March 4, 2005

How do you know the market is getting competitive? When you can buy an ITSP in a box. Take a look at this release. For under $40k you’re up and running.

AccessLine Hosted VoIP

March 4, 2005

FCC Fights for VoIP

March 4, 2005

I have been a critic of the FCC because of my concern about broadband competition. One important reason for this concern was that without broadband competition, service providers are in a position to “tinker” with VoIP packets. They can stop them, slow them, disrupt them, etc. At the last ITEXPO in Miami, many other people in the industry shared the same concern.

Beyond the VoIP issue, broadband competition is necessary for a variety of reasons.

From Tupperware to VoIP

March 3, 2005

Forget Tupperware parties baby, the future is VoIP parties. Remember the good old days where women (now I don’t mean to be sexist but it really was almost all women, right?) would come together and buy Tupperware? Well now that Tupperware is commoditized – you can buy it cheap in any grocery store. Well not Tupperware perhaps but something similar.

Technology Projections

March 3, 2005

Here is an e-mail I received today. My comments are in red.

Please find below The Radicati Group, Inc.'s bi-monthly "Radicati Market Stats & Industry Commentary". Here you will find some fast facts from our various reports and analyst quotes on recent industry news which you may feel free to use for citing in upcoming articles. 

DSP-Less ATA

March 3, 2005

Reducing chips from designs lowers cost, reduces failure rates, reduces electricity usage and heat dissipation. Most importantly it reduces cost. This is especially true when you are eliminating a DSP.

D2 TECHNOLOGIES AND ALPHA NETWORKS LAUNCH FIRST DSP-LESS ATA

The production version of a VoIP Analog Telephone Adapter (ATA) module

is the first without a DSP chip.

SANTA BARBARA, Calif., March 2, 2005….. D2 Technologies, Inc. and Alpha Networks, Inc. (Hsinchu, Taiwan) announce the availability of the first production version of a VoIP Analog Telephone Adapter (ATA), incorporating a MIPS-based processor chip, with embedded D2 VoIP software, without use of a DSP chip.

Traditional ATAs incorporate a DSP chip/core or special ASIC for voice processing functions like echo cancellation, voice compression, tone detection/ generation, etc.  However, D2's vPort software implements the voice functions as a "softDSP" on the MIPS processor.









IP-PBX Growth

March 2, 2005

Here is an excerpt of a release on how fast IP-PBX sales are growing. This segment of the market is doing better than ever.

PBX Market Jumps 11% in 2004, Fueled by Hot IP PBX Segment

BOSTON, Massachusetts, March 2, 2005--Boosted by blazing hot sales of IP PBXs, the worldwide PBX/KTS market grew 8% to $1.7 billion between 3Q04 and 4Q04, and jumped 16% between 4Q03 to 4Q04, according to Infonetics Research's Enterprise Telephony quarterly worldwide market share and forecast report.

Annual PBX/KTS system revenue broke the $6 billion barrier this year, growing 11% between 2003 and 2004, from $5.5 to $6.1 billion, and is expected to grow to $9.1 billion by 2008, representing a five-year CAGR of 10%. The number of PBX/KTS lines shipped worldwide grew to 26.6 million in 2004, 19% higher than in 2003.

"2004 was a great year for the PBX market," said Infonetics Research's Matthias Machowinski, directing analyst for enterprise voice and data.





Skype Interview

March 2, 2005

I was recently fortunate enough to interview Niklas Zennström, Skype CEO and co-founder. There are lots of amazing comments in this interview such a staggeringly large number of daily downloads as well as the low cost of adding new Skype users. Perhaps most interesting is Mr. Zennström's dismissal of service providers interfering with Skype's call quality. While he has a point… VoIP is driving broadband adoption, many service providers will be happy to sell their own VoIP service and cripple those of others.

Skype recently had 50 million downloads.

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