David Byrd : Byrd's Eye View
David Byrd
Chief Marketing Officer for ANPI

Why Aren't You My Customer?

COMPTEL had a sales training session for attendees with Stephen Schiffman. Schiffman has written 50+ books in his 35 year career...

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How Imagine Communications is Bringing Video Distribution to the cloud and Beyond

At the end of 2014 I declared Imagine Communications one of the companies to watch in 2015, specifically stating: The video industry...

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The Race to Gigabit is About Business

The cable companies racing to Gigabit networks isn't about delivering ultra-fast broadband to consumers. The Gigabit announcements get them good PR...

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Four Ways Cable Operators Can Boost the Customer Experience

By Mae Kowalke, TMCnet Contributor

The customer experience has always mattered, but its importance has grown in recent years. This has been driven by increased global competition, including the almost instant availability of alternations, and the rising expectations by fickle and informed consumer. Yet, cable operators have a long way to travel if they want to deliver the customer experience (CX) that consumers demand.

The Temkin Group’s Q3 2014 survey of 10,000 US consumers’ opinions about goods and services registered the lowest ranking average Net Promoter Score (NPS) for pay TV providers, a telling statistic. Internet service providers did almost as poorly, coming in only one position higher.

“As technology innovations drive shifts in consumer behavior and open new service opportunities, operators must start eliminating pain points,” stressed Alcatel-Lucent’s Nicholas Cadwgan in a recent TechZine article, Cable MSOs transform the customer experience. “This includes any obstacles that will impede their ability to launch and provide adequate care and quality assurance for those services.”

Cadwgan lays out four customer experience management (CEM) areas that cable operators should focus on.

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HP Can't Compete in Public Cloud as Amazon Machine Learning Launches

There are long-term trends in technology we all know are happening. Computers will get more powerful. More devices will be connected. Finally,...

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Citrix and Grasshopper Make a Good Pair

Citrix has many products - DaaS, NetScaler, ZenApp, SingleSignon and the GoTo suite of products: GoToAssist, GoToMyPC, GoToMeeting, GoToTraining, GoToWebinar, Podio...

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Bring Your Own Governance

March 18, 2013

Over the past few days there have been multiple articles espousing the importance of Bring Your Own Device (BYOD) and mobility. While there are those that insist mobile phones will soon exceed desktop phones, the facts don’t support the conclusion. It is expected that desktop phones will continue to be the primary communications device for the foreseeable future simply due to the cost of replacing all of the devices. However the importance of mobile devices has grown to a point where an AT&T study indicated that 66% of small businesses (2-99 employees) could not survive without mobile devices.

FCC Moves on Call Completion

March 14, 2013

In a clear demonstration of the priority the FCC places on addressing rural call completion issues, Tuesday it was announced that Level 3 agreed to make a voluntary contribution of $975,000 after an investigation into its rural call completion practices.

Call completion practices into rural areas have been suspect for some time as callers complain about false busy signals, long hold times of dead air, no ringing on distant end and poor voice quality. The effect has been to cause businesses to lose customers, families to miss important information and create potentially dangerous situations affecting the public good.

As FCC Chairman Julius Genachowski accurately points out, “When calls to American in rural communities aren’t reliably completed, the consequences are both life-threatening and damaging economically.”

Transforming Your Business with Hosted Communications

March 12, 2013

Tomorrow, three others and I are offering ideas for ILECs and service providers to engage in new business models during a morning session at COMPTEL. If you are attending, we are in Pinion 2 beginning at 10:15. During this session, I and other panelists will discuss potential new revenue streams and products, such as hosted communications, Wi-Fi, machine-to-machine (M2M) platforms and IPTV. Given the range of subjects it should prove to be a lively session moderated by yours truly.

Telecommuting is Innate to the IP Community

March 7, 2013

Two weeks ago the IP community was shocked to read that the new CEO of Yahoo, Marissa Mayer, announced the desire to eliminate remote or telecommuting workers. Her specific rational for this was “…communication and collaboration will be important, so we need to be working side-by-side…Speed and quality are often sacrificed when we work from home.” I disagree with both her statements and course of action. But, before explaining why, perhaps I should justify why this topic is of interest to me.

In previous blogs regarding worker productivity, I pointed out that just by having dual monitors worker productivity was increased by 44% for text tasks and 29% for spreadsheet tasks (Monitor Size and Aspect Ratio Productivity Research - University of Utah).

ANPI and Channel Partners 2013

March 4, 2013

Normally, my blogs do not address ANPI specifically. However, last week was somewhat momentous. We announced the release of our retail SIP Trunking products and the establishment of our new group of channel managers.

The ANPI SIP Trunk is available with unlimited local and long distance calling including 35 countries.

Understanding Five Nines or 99.999%

February 25, 2013

Five nines or 99.999% has always been an overused and not understood standard for discussing availability. At best the use of 99.999% is often inaccurate, misleading or not applicable but let’s be clear. A network, such as the ANPI private IP network, is designed, built and operated with the goal of delivering 99.999% network availability to our customers. Let’s first understand what the commitment of 99.999% uptime translates to in terms of minutes of downtime per year.  

One out of 6831

February 21, 2013

Monday was President’s Day and many, including ANPI, celebrated the holiday. And although, I was actually working, I decided to delay the blog since many of you would miss it. Therefore, this is the first blog of the week. For those of you who have read this blog for a few years you know that each year I analyze the President’s State of the Union Address to see if he mentions telecommunications.

Unified Policy Effort

February 14, 2013

One thing I forgot to mention was the successful conclusion of the unification of NTCA (The National Telecommunications Cooperative Association) and OPASTCO (Organization for the Promotion and Advancement of Small Telecommunications Companies) during the RTIME conference in Orlando. The unification of the two organizations will increase the policy influence of the rural service providers and telecom companies. Several long-standing association by-laws were changed, one of which provides non-cooperative Telco members full voting rights in the new entity. At the end of the month the unification will be declared complete and the new entity will be called NTCA, The Rural Broadband Association.

BroadSoft UC White Paper

February 11, 2013

Last week BroadSoft released a study updating interest in Unified Communications (UC). The study claims to include some SMBs but does not indicate the percentage. This is important when discussing UC because the value proposition differs greatly between single location and multi-location businesses and size of business.

Research has shown that there are three key drivers specifically for small businesses and UC.

All IP, All the Time, Oracle?

February 8, 2013

Yesterday, I did something I rarely do. I forgot to write the blog and for that I apologize. As ANPI approaches the launch of its first major new product for SMBs and enterprises, I got tied up in meetings and, well, forgot. I even have a couple of things worth sharing.

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