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

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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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.

On with RTIME

February 4, 2013

Last week I attended and spoke at IT Expo in Miami. This week I am attending my first national rural telecom event, Rural Telecom Industry Meeting and Expo (RTIME). What distinguishes this event is focus on the issues of rural America around telecommunications and the coming together of so many different telephone company CEOs, General Managers, Directors and management staff. Of course, since it is being held at the Disney location in Orlando, there is also a good size contingent of younger family members.

WebRTC, Unified Communications and VoIP Quality

January 31, 2013

These were the three subjects that I discussed while at IT Expo in Miami to fairly well attended sessions. We shared our new ANPI logo for the first time as well and received great accolades. It has been a very busy show. In reverse order:

  • VoIP Quality – the session was a direction for improving VoIP.

The Status of Local Telephone Competition

January 24, 2013

The recent status report issued by the FCC this month is chalk full of statistics with little narrative but one can draw quite a few conclusions from the data. The easy conclusions are a) wireline connections continue to drop, b) wireless and VoIP connections continue to rise c) ILECs are still looking for a future strategy while the CLECs and wireless companies are executing a strategy. One principally based upon IP communications.

According to the report, In December 2011, there were 107 million end-user switched access lines, 37 million VoIP subscriptions, and 298 million mobile accounts for a grand total of 442 million retail local telephone service connections.

The State of Wireless and Wireline in America

January 21, 2013

Last week I was in San Antonio attending the 2013 Wireless Symposium and WiExpo. In addition to ANPI having a booth for carriers to discuss our product offering, I also participated on a panel addressing mobile video. Since ANPI is not a network or infrastructure provider, my view of supporting video is to incorporate it as an application or service after addressing infrastructure requirements. In brief, video is viewed as an entertainment delivery technology rather than for training, content delivery and collaboration. Recognizing that video can serve the needs of businesses in improving productivity, providing on-demand training and education, building teams across geographical divides and reducing travel costs.

In the Year 2013 (Part III)

January 14, 2013

Continuing with my ten most important matters for 2013:

7.    4G Service Area Expansion – with the advent of 4G, mobility has finally reached the business professional. While the wireless carriers tend to be less than specific about how many of the subscribers use 4G or the actual percentage of their networks covered by 4G, several have been very specific in identifying the amount of investment they will make to expand their service areas with AT&T leading the pack announcing they will $8 billion over 3 years.

In the Year 2013 (Part II)

January 10, 2013

Again, my top ten things to monitor or be aware of this year are in no particular order. Each is important to the industry in addressing a required standard, regulatory issue or technology trend. So, let’s continue with item 4.

  1. Call Completion Issues – this is perhaps one of the more vexing issues we face as an industry and to some extent as a country because it is principally affecting only rural communities.

In the Year 2013

January 7, 2013

Although it is common to look back on the previous year for highs and lows, I decided to look forward to the top 10 things to monitor in 2013. The order is not of any particular importance but the ten items are of concern or interest to most of us.

  1. Cloud Services – the growth of cloud services in support of hosted communications, IT infrastructures and application distribution continues unabated. Cloud services appeals to all sizes of businesses and has found useful purpose in the most intransigent businesses that once would have maintained all technology and services in house.
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