Communications and Technology Blog

Proactive Care Puts Operators One Step Ahead

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

Avaya Takes Networking Lead in SPB

By Rich Tehrani on Wednesday, May 15

At Interop Las Vegas 2013 Avaya was demonstrating their real-world Shortest Path Bridging (SPB) solutions and while interoperating with Spirent, HP and...

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Tagged alcatel-lucent, avaya, hp, interop, lucent, mpls, networking, spb, spirent, zeus kerravala

Alianza Wants to Host Your Software Telco

By Rich Tehrani on Tuesday, May 14

The software telco(r)evolution representing the move from hardware to software is perhaps the biggest trend in the world of carrier telecom this...

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Tagged acme packet, alianza, etsi, hosted ims, nfv, oracle, software telco, software telco congress, virtualization

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Service Providers, Follow The VoIP Money into the Enterprise

January 8, 2005

Following up on yesterday's blog entry, Service Providers: Follow the VoIP Dollars, another area which is obviously ripe is the business market. The last 10 years have been an interesting period in technology as it seems the tide has shifted in the way technology is adopted in the world. In the eighties, technology was adopted in the enterprise first and then migrated to the consumer. This is how it was with the PC and the laptop, the word processor, the color printer, the fax, the laser printer, etc.

Posted in VoIP

VoIP Regulation, Where are we headed?

January 7, 2005

VoIP Regulation is getting lots of press these days so I decided to do a VoIP Regulation e-mail interview with Steven Ivester of VoIP Inc. who has some unique insight on our market and where we are headed as well as the pitfalls of over-regulating an burgeoning industry. Here is an excerpt:

Posted in VoIP

Are we one Step Closer to VoIPOD?

January 7, 2005

Here is a great story on the Motorola/Apple iPhone partnership. Interestingly the concept of a VoIPOD is getting closer but not in the way I intended. Service providers should be looking at the iPOD/iTunes model as how to sell bundled hardware and software and most importantly reduce churn. Problem is, this article (excerpt below) starts off by saying an angry Apple customer is suing because they cant use their iTunes software on other devices.

Posted in VoIP

TelTel a Skype Killer?

January 7, 2005

I am probably behind the curve on this one but TelTel seems to be in a position to really give Skype a hard time. Where Skype doesn't support SIP, TelTel does and as such the industry will rally around it. Are industry insiders enough to stop the Skype euphoria and get everyone to switch to this relatively new SIP based client? Time will tell.

Posted in VoIP

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TMCnet: The Communications Site With the Most Traffic

January 7, 2005

TMCnet's Jan 5th Alexa Traffic

I apologize if you have been getting server errors when trying to get to TMCnet. We have been overwhelmed with traffic lately and have almost doubled our traffic from a month ago. BTW, over 350,000 visitors came to TMCnet last month, a record!According to Alexa (a division of Amazon.com), TMCnet is the highest ranked communications media site on the Internet. In fact our traffic puts us in the top 12,000 sites in the world! Alexa rankings are unusual as lower numbers are better. Take a look for yourself and feel free to compare.

NEC Resells Contactual Hosted Contact Center in Austrralia and Beyond

January 7, 2005

Scoop! NEC has taken Contactual's software and is now hosting contact centers in Australia initially and then rolling out worldwide. NEC sees this as service replacing their low-end CPE environment or less than 50 or 100 seats. I spoke with Contactual (formerly White Pajama) founder Mansour Salame about this new partnershipNEC is making a bold move to compete against their own installed based. It will have the same functionality as Contactual. The product will be renamed Agent 99 (Think Get Smart)This is a huge endorsement of the hosted model and VoIP. Hats off to Contactual and NEC.BTW I wrote about Contactual in the January 2005 edition of Customer Interaction Solutions available soon.

Posted in CRM

Does Passion Somehow Equate To The Best Educational Experience?

January 7, 2005

Posted in VoIP

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Service Providers: Follow the VoIP Dollars

January 7, 2005

So where will service providers make money if prices in the US are eroding so quickly? The answer is elsewhere, which is why companies like Vonage are launching VoIP service in the UK. While the media (myself included) obsesses endlessly about who will win the VoIP service wars it is obvious we are experiencing global myopia when we don't consider the ramifications of the arbitrage opportunity where telephony rates orders of magnitudes higher than in the states.If my entry yesterday Triple Play to Quadruple Play: 92% of us Want a Single Bill! is accurate, and greater than 50% of the US population opts for a single provider of voice, video and data, then how will the market play out? Either every VoIP service provider will have to provide video and data or there will have to be agreements between providers allowing them to easily sell each other's services.This latter example is not far off from what is happening with agreements between SBC and Dish Network.

Posted in VoIP

The Importance of VoIP Security

January 6, 2005

Tom Keating recently blogged about VoIP security and I wholeheartedly agree with his comments. The way see it the holy grail of hacking is to be able to get access to conversations. E-mails have been stolen, credit card numbers, social security numbers and VoIP is the next target. We often don't think about the ramifications of IP telephony the way we should.

Posted in VoIP

New Skype version 1.1

January 6, 2005

Skype just released a new version, 1.1 according to the VoIP Weblog. Although many are eying the integrated IM/VoIP client, the only companies that really con compete in any significant way in this space are Skype, AOL and Microsoft. After that a number of companies such as Voiceglo and FWD could possibly compete but Voiceglo is spending millions on marketing so unless the Pulver communicator is an unbelievable must-have download, Voiceglo is in a much better position.Where does that leave Vonage, Packet8 and CallVantage. If they aren't thinking about free clients, they should be as this is the best form of marketing there is, viral.

Posted in VoIP

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