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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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Emprix Improves Nortel's MPS 1000

January 18, 2005

Any product that keeps customers happy is a something worth investigating. In this case, Empirix has developed a product that monitors Nortel IVR systems and helps them become more efficient and keep customer service at it s peak.

 

EMPIRIX LAUNCHES NEW SOLUTION TO HELP COMPANIES MANAGE AND IMPROVE PERFORMANCE OF NORTEL NETWORKS MPS 1000

OneSight for Contact Centers now combines automated voice transaction monitoring with built-in knowledge of Nortel MPS environments to help organizations identify potential problems faster, and shorten mean-time-to-repair

BEDFORD, Mass. - Jan. 18, 2005 - Empirix® Inc., the leader in helping organizations strengthen customer loyalty through assured Web and voice application performance, today launched a new solution to help companies manage and improve the performance of Nortel Networks MPS 1000 interactive voice response (IVR) platforms.



Telecom Ad Spending Increases

January 18, 2005

Cbeyond Does VoIP in Chicago

January 18, 2005

Cbeyond will provide VoIP service to Chicago businesses. Focusing on primarily small business, they will be adding Chicago to the other markets they serve such as Atlanta, Dallas-Fort Worth, Denver and Houston.

Release:

Cbeyond Communications Enters Chicago Market VoIP Provider Specializes in Small Business Needs

CHICAGO--(BUSINESS WIRE)--Jan. 18, 2005--Cbeyond Communications announced today that it has begun offering its integrated Voice and broadband Internet service to small and medium businesses in Chicago, Illinois.

Deloitte Top Telecom Trends

January 18, 2005

A good overview of what is happening in telecom, this telecom trends report is quick read and focuses on VoIP, WiMAX, and RFID.

Excerpts:

Deloitte's Technology, Media and Telecommunications (TMT) industry group today announced its predictions for the global telecommunications industry in 2005, forecasting a year of significant milestones, as well as difficult questions. "Fixed operators will continue to reap the benefits of superior voice quality and reliability in 2005, generating billions of profitable voice minutes over the course of the year. However, they will face increasing challenges from low-cost operators, mobile operators and Voice over IP (VoIP).

Blogging: True News Delivery

January 17, 2005

Somewhere between websites and weblogs we lost our political correctness. If you have ever listened to George Carlin, you know he has made fun of how we take words that are accurate and water them down over time until they are almost meaningless. This is the rise of political correctness.

Here is the George Carlin skit as a reference:

I don’t like words that hide the truth.

Please Book Your Hotel Room For ITEXPO Now

January 17, 2005

VoIP Confusion

January 17, 2005

I came across this release today and you can see an excerpt below. I can't figure this deal out. Logical Exchange is the name of the company and their phone plans are similar in cost to Packet8 or Vonage. They don't have an ATA so it is PC to phone service that is similar to Skype but they compare themselves more to Vonage and AT&T.

RSS Feed Promotion Tool

January 17, 2005

I don't focus on RSS tools but since this is a blog, it seems most of you will be interested in anything xml and RSS. Hope you find this release useful.

k.soft releases RSS Submit - RSS feed promotion tool

Philadelphia, PA, USA -- 17 January 2005 -- k.soft announces the release of version 1.0 of RSS Submit, a utility to automatically submit RSS feeds to the RSS search engines and directories, for Windows 95/98/NT/ME/2000/XP.

As more web masters begin to incorporate blog and RSS feed technology to distribute their content, they may soon realize not enough readers know about their feeds.

China To Win WiMAX Race?

January 17, 2005

New Kontron ATCA and AMC boards

January 17, 2005

Kontron announces new ATCA and AMC boards:

Kontron AT8001

AT8001 – flexibility of dual AMC support
The Kontron AT8001 ATCA processor board significantly increases the design options for wireless, telecom applications with its support for two AMC module slots. Powered by a low voltage, high performance Intelâ Xeonâ processor up to 2.8 GHz, the AT8001 provides high interconnect performance, ideally suited to support any number of high throughput I/O communications modules.


The AT8001 feature-set includes dual Gigabit Ethernet and dual Fiber Channel on fabric interface, dual Gigabit Ethernet base interface, 8 GB of DDR-II 400 SDRAM, plus MontaVista Linux Carrier Grade Edition (CGE) and IPMI v1.5 support.

AM4001 – superior processing and flexible interconnect topologies
The Kontron AM4001 AMC module features the low power, high performance of an Intel Pentium M processor up to 2 GHz and the Intel E7320 chipset.

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