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IP Communications

$1.27 Billion in VoIP Support Services Revenue by 2010

October 19, 2006

A sign of a healthy market is one in which there is lots of money being made. IDC reports that the VoIP services market will be growing at a phenomenal rate. I was blown away to discover they predict VoIP equipment support services spending will reach $1.27 billion in 2010. this is a staggering number and one can imagine how much money will be spent on service and equipment based on the fact so much is being spent on the support services.

On a related note, here is an IP communications market research page that is a summary of research in the communications market.

The reason we put this page in place is to ensure we can track the reams of research news flowing across TMCnet on a regular basis.



Carphone Warehouse VoIP Growth Problems

October 19, 2006

A Visit to the Ultimate IP Communications Experience

October 18, 2006

Please enjoy my Publisher's Outlook from the November 2006 issue of Internet Telephony Magazine.

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A Visit to the Ultimate IP Communications Experience

I just returned from Internet Telephony Conference & Expo where I was overwhelmed by all the activity over the course of the week. The show has grown over the years; from a humble event in the Hotel Del Coronado in 1999 it has become the Ultimate IP Communications Experience in the San Diego Convention Center.

One of the speakers at the show was Seamus Hourihan, Vice President of Marketing & Product Management at Acme Packet. I didn’t get a chance to speak with him for very long, but I noticed there was some noise about the Acme Packet IPO that took place during the show. Unlike the Vonage IPO that the whole world seemed to be intensely analyzing, this IPO was very quiet.







Why MVNOs Fail – The $300 Phone

October 17, 2006

Tim Moynihan at Envox

October 16, 2006

Macs Do IP PBX

October 16, 2006

My daughter Priscilla – almost 3 is about to get her first computer and it seems her friends have them already. I can’t believe that at 3 you can behind in computing but apparently it is so. I suppose she is Generation Z and unlike Generation Y who can IM with 15 people at a time, Gen Zers will be able to IM with 50 people at a time while speaking with 50 more over VoIP while taking in 5 TV shows and reading a newspaper (yeah, right like Gen Zers will read newspapers).

Anyway, we are trying to figure out the best computer for her and it seems her friends have Macs so she may get one too. Thankfully, according to Andy, she can use her Mac devices as a PBX if she likes.

IP Communications IPOs are back

October 13, 2006

While a single positive offering does not a trend make, the negative effects of the Vonage IPO have been felt far and wide and yesterday at ITEXPO many people in the industry told me they hope the Acme Packet IPO goes well today. As an industry this latest offering has the ability to reinforce the negativity started by Vonage or it could have the opposite effect.

Of course the business model of Acme Packet and Vonage could not be more different as Acme sells to service providers and has an A list of equipment provider partners. Still, many see the companies in the same sector.

I am getting ready to head over to Internet Telephony Conference & Expo now but so far the news on the Acme Packet IPO is good. The shares have soared 47% in their debut.



ITEXPO: Eli Bordow Speaks

October 12, 2006

The Self-Healing, Self Optimizing Call Center

Eli Borodow who was recently CEO of Telephony@Work -- now a part of Oracle -- did a great job speaking at the Call Center 2.0 Conference this morning and gave a riveting speech about how the call center of the future will be much more automated and flexible.

As you can imagine

Conference this morning and gave a riveting speech about how the call center of the future will be much more automated and flexible.As you can imagine, he touched on multi-tenancy (a core differentiator of Telephony@Work products) and went on to say that multi-tenancy is not only useful for service providers but also for many large customers who can take advantage of multi-tenancy to share infrastructure across sites and business units without sacrificing local autonomy and control over each group’s business processes.

Call Center 2.0 was the theme of this keynote, with a focus on tight integration with Oracle’s CRM offerings, unification of the disciplines of Customer Relationship Management and Customer Interaction Management, multi-tenancy and its benefits for corporate hosting (to service diverse internal business units on common infrastructure) and commercial hosting of IP contact center technology (through carrier-partners and Oracle itself), as well as the differentiated ability to adapt and change IP Contact Center ACD business processes in real-time via human inputs into Oracle’s unified Administration Manager tool (for their multi-channel ACD offerings). The goal of such adaptability is to achieve ongoing technology lifecycle renewal, increase efficiency and maximize customer satisfaction. Eli also alluded to the fact that real-time automated business process optimization is “call center 3.0” and that much of that is possible at Oracle today via Oracle’s Business Intelligence Suite, including its acquisition of Sigma Dynamics (a real-time analytics company that can enable real-time automated business process optimization for call centers on a custom basis based on a customized set of performance goals). Eli’s vision is that such technology will ultimately be packaged as a ‘productized’ and pre-integrated solution to empower ‘mass market’ mainstream call centers to get the most out of their Oracle ACD and CRM investments.

The point is we will soon see an increasing ability to automate call center optimization, with metrics that are driven by performance goals and the ability to make real-time adjustments to technology-driven business processes.





Concord Fax Integrations

October 12, 2006

I just had a chance to sit down here at ITEXPO with Ralph Musgrove who as you may know was instrumental in bringing PC-based faxing to the world via his work at Delrina over ten years ago. More recently he was at Venali and now he works for Concord Fax Integrations where the company has built a SIP based T.38 fax network that is used to host fax services for carriers. So a carrier based on SIP can work with the company to supply their customers with quality fax services without needing to build out their own fax technology. This is an easy for a for a service provider to generate incremental revenue without any CAPEX investment.

Andy Abramson's Dinner

October 12, 2006

Last night here at TMC's Internet Telephony Conference & Expo I had dinner with Andy Abramson and a group of the movers and shakers in IP communications. I was invited to a similar dinner at TMC's VoIP Developer (now called Communications Developer).

Now I should start out this post by saying I had heard of Andy's legendary dinners before I joined one. Andy is a wine connoisseur. I am not.

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