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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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Airline Top Ten List

February 17, 2005

Another day another airplane and while frequent flyer miles are great to have, I prefer using them to receiving them. Business travel is a fact of life but I wonder if it could get better. Worse than the travel is the coinstant delay and on this flight we had to wait an extra hour on the tarmac for no apparent reason. When we finally took off, I decided to come up with the top things I want to hear the captain say while flying.

Make Money Selling VoIP

February 17, 2005

Ahh, the holy grail in any business. How can you make money doing it? The last few years at Internet Telephony Conference & Expo has seem me field this question dozens of times from people worldwide trying to get in on what may be the most lucrative and important technology of this century (possible exaggeration alert – would you believe at least the decade?)

So rather that deal with these questions on a case by case basis, I decided to address it on a larger scale by inviting resellers (registration is on pace to potentially exceed 1,000 resellers signed up for this session) and industry experts for a healthy discussion on how to make money in this business.

Interconnects made a healthy living selling phone systems for years but now a new game is in town and you need to understand it to excel in it and you need to know what to sell, how to sell, how to position it and who else is selling it.

This is why resellers are flocking to Internet telephony Conference & Expo and hopefully we will have a full house in attendance to hear the presentation. There won't be any PowerPoints just a healthy dialogue on how to profit from selling voice over IP products and/or services.

The session will take place Wednesday February 23rd, 10:15 am - 12:00 PM in the Keynote ballroom.







DSL Grows Up

February 17, 2005

Somehow, don't ask me why, I am hooked on learning about 802.3ah, an IEEE standard for deploying broadband over copper. I have written about 802.3ah before but I never really had an in-depth understanding of it until recently. By the way, 802.3ah is also referred to as Ethernet in the First Mile or EFM (yes, we desperately needed another protocol, standard and especially another acronym in telecom!)

There are a few reasons why this standard makes sense for service providers to roll out. First of all Ethernet in my opinion is the future of broadband.

Qwest VoIP in Q2

February 16, 2005

Qwest will be rolling out their VoIP service to consumers in the second quarter. Qwest was a leading-edge service provider and touted their all fiber network for the first few years of their life. Then the bubble burst and we didn’t hear too much from them. Oh yeah, they purchased an RBOC along the way.

Philly Vs. Verizon

February 16, 2005

UK Railroad WiFi

February 16, 2005

If you thought the train was a place where you could catch up on your reading without intrusions from the rest of the world and especially your boss, think again. T-Mobile UK just announced they gave WiFi access on trains. In fact, Redline Communications is announcing that its AN-50e broadband wireless platform is being deployed by UK-based Nomad Digital for this high-speed Internet project for Southern Trains. Nomad Digital is a company formed in 2002 that provides WiFi services and hotspot deployments while Southern Trains provides service throughout the UK.

Here are the highlights of the announcement:



  • The pilot deployment features more than 30 Redline units installed on base stations at 3 km intervals along a 90 km corridor route between London and Brighton
  • With some links passing data to and from moving trains at 32 Mbps, this is the fastest data link to a train anywhere in the world
  • The new Wi-Fi service is part of a new offering for T-Mobile HotSpot customers
  • T-Mobile will offer a free trial of the high speed Internet service between early March and end of April
  • During this trial period the service will initially be available on a limited number of Southern trains on the London to Brighton route.

Rich Tehrani Vs. Mark Spencer

February 15, 2005

Tonight I have the most interesting assignment of all. I have to tear down open source telephony. Not literally mind you but next week I go on stage with Mark Spencer the guru of open source, founder of Digium and Asterisk and have to debate him one-on-one. He is taking the (no surprise here) pro-open source side of the argument and I am against it (or at least that's the role I play onstage).

If you can believe it, we couldn't find a PBX vendor to debate Mark and I thought my idea was great (I have my moments) and I wouldn’t let it die.

This is how the scenario worked out...



Leaving CompTel

February 15, 2005

Buffet and Soros Like Cable

February 15, 2005

Two of the world’s richest people and most savvy investors are eying the cable industry. Is this a sign that video-on-demand and other such services will be highly profitable or that a wave of consolidation will make the big bigger and stronger?

Yesterday I wrote about Cablevision mulling a possible takeover bid and now this… It seems that consolidation fever is contagious.

The most important question may be why don’t these investors see Verizon and SBC as strong competition? If they did see a serious threat, would they be making these investments? Is it possible they see an acquisition in cable by SBC and Verizon?



MCI Shareholders Squabble over Verizon Offer

February 15, 2005

At least three MCI shareholders are not happy with the offer from Verizon and they suggest either doing nothing or looking at the Qwest offer. While this could be an attempt to raise the price Verizon pays, it could also present a roadblock to a deal that seemed like a sure thing

The three shareholders in question are John Paulson at Paulson & Co.; Bruce Berkowitz at Fairholme Capital Management LLC and Leon Cooperman at Omega Advisors Inc and represent three of the six largest shareholders.

Verizon is paying $20.75 a share for MCI, including $14.75 in stock, $1.50 in cash and $4.50 comprised of a special dividend and MCI's planned quarterly dividends, including a 40-cent dividend approved by the MCI board on Feb. 11.
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Qwest's $23 offer comprised $15.50 in stock and $7.50 in cash.



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