Tom Keating : VoIP & Gadgets Blog
Tom Keating
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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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Skype for Windows 8 Launches Simultaneously with Windows 8 & Microsoft Surface

October 22, 2012


I predicted back in August, "I wouldn't be surprised though if this [Skype for Windows 8] simultaneously launches the same day as the Windows 8 Surface tablet - it certainly would be one of the first apps I'd try out on the new tablet. "

Well, looks like I was right. Microsoft is releasing Skype for Windows 8 on the same date that Windows 8 and the Microsoft Surface tablet launches. I gave an early preview of the Skype for Windows app, which you can check out.



Looking at Microsoft's promotional video (below) it appears to show a later, more refined version than the beta I checked out.






ringDNA iPad Softphone Integrates with Salesforce.com

October 4, 2012

Vsnap, the Video SMS Alternative Aims to Add Emotion & Video to Short Messages

October 4, 2012

Phonism Cloud-based IP phone provisioning services

October 4, 2012

Phonism pitches their cloud-based IP phone auto-provisioning service targeting service providers. It aims to make provisioning easier as well as monitor endpoints. However, RFC 6011 User Agent Configuration aims to make auto-provisioning of SIP endpoints easy as well. So easy in fact, that the goal would be you could buy a SIP phone from Amazon.com, take it home and then enter a number on the keypad to automatically provision the phone with the cloud-based provider of choice.

Zello.com touts their social radio at ITEXPO

October 4, 2012

StartupCamp6 Comms Edition at ITEXPO West Kicks-Off

October 4, 2012

Microsoft Lync Pavillion at ITEXPO Features PlayStation 3?

October 4, 2012

ITEXPO West 2012 Videos

October 4, 2012

E911 on Mobile VoIP is Seriously Broken - Here's How to Fix It

October 3, 2012

I moderated an interesting session at ITEXPO on E911 with a focus on cloud-based hosted IP-PBXs. Hosted PBX providers offer their customers significant cost savings and an advanced telephony features while eliminating the need for customers to procure and manage their own communications network infrastructures. However, the need – and regulatory mandate – for emergency services brings with it a host of challenges for these providers, including servicing nomadic users within and beyond the service provider coverage footprint, meeting FCC/CRTC, state and local E911 regulations, and efficiently provisioning and maintaining customer records in 911 databases.

One of the more fascinating discussions revolved around PBX vendors offering their own SIP softphones for mobile devices (iOS, Android, etc.) and it's impact on 911 emergency dialing.

Watchitoo's Playground Unveiled - Watch out Skype & Google Hangouts!

October 3, 2012


Watchitoo today unveiled Playground, their cloud-based video collaboration platform for small and medium businesses featuring up to 25 participants that can do video, screen sharing, chat, and file sharing. I did a demo of Playground last week and I was very impressed. During my demo with Watchitoo's CEO Rony Zarom and a PR representative we had 3 webcams streaming and he started a screen-sharing session. Next, he started a HD YouTube video.

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