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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The Cost Benefits of SIP

October 1, 2012

This Thursday I will participate in a panel discussion titled “The Conversion from TDM to SIP: Evaluating the Benefits of SIP Trunking” at 3:00 PM during IT EXPO in Austin. Having covered this subject for sometime, I decided to preview my comments in this blog. Friday I addressed some of the issues with SIP Trunking most of which revolve around the loosely defined SIP standard, interoperability testing and bandwidth sizing. Today, however, I want to address cost savings.

The Conversion from TDM to SIP

September 27, 2012

Next week I will be on a panel at IT EXPO 2012 discussing the benefits of transitioning from TDM to SIP Trunking. I have spoken on this subject quite often and will dedicate this blog and Monday’s blog to the subject. However, in addition to understanding the benefits of SIP Trunking, it is just as important to appreciate the supposed and real weaknesses of employing SIP Trunking in your communications infrastructure.

Earlier this year I covered the SIP Survey 2012 generated by the SIP School which summarizes the opinions and experiences of more than 400 industry professionals with SIP (Session Initiation Protocol).

Time to Accept Mobility as the Way

September 24, 2012

Focusing on the iPhone success misses a larger point. It is not simply the success of Apple or even Samsung, who actually has the larger global market share for smartphones (33% vs. 17%), that is the major business story. The more important story continues to be the migration from desktop devices and PCs to mobile devices and smartphones.

That's Crazy!!

September 20, 2012

As I travel for business, I find myself offered the opportunity to access ANPI’s data network or the Internet via Wi-Fi on several airlines. Like most dedicated employees, I do work on airplanes but I have only once paid for the privilege of using an airline’s Wi-Fi service and I am not alone.  According to GoGo, one of the providers of such a service, less than 10% of passengers use Wi-Fi on airplanes. Furthermore, as in my case, being able to expense the service does not improve the adoption or penetration rate.

The ILECs and NTCA 2012

September 17, 2012

In joining ANPI, I have been reintroduced to the concerns of the smaller independent telephone companies. Although, these companies are labeled as “incumbents”, they are relatively unknown outside of their local areas. Two things are worth noting: these ILECs or RLECs have been affected by the latest FCC reforms on funding and transit rules more than most of us are aware and these same companies must develop business plans that address the technological changes that IP communication affords them. I have addressed the funding reforms put in place by the FCC multiple times and will continue to review the impact of the new rules on our industry.

A Taxing Issue for Broadband and Channel Partners 2012

September 13, 2012

A Taxing Issue for Broadband and Channel Partners 2012

Earlier this week the FCC reversed itself and decided not to pursue taxing broadband to supplement the funding of the Universal Service Fund (USF). The USF is funded through taxes on wireline services. Since the use of wireline services is dropping due to increased use of wireless services and applications, the USF has seen its funding strained.

When Rural Becomes Competitive

September 10, 2012

The Rural Cellular Association (RCA) has renamed itself the Competitive Carrier Association to create greater synergies to fight AT&T ad Verizon, the two largest wireless carriers in the US. Whereas the RCA saw its initial charter as promoting the interest of small regional wireless carriers, the market has been defined by consolidation. This changed the landscape from wireless carriers categorized as regional and geographically limited in size and scope to nationwide.

When I was with Ericsson in the early 1980s is was very important for carriers to cooperate with roaming agreements and device interoperability.

ASP (Access, Speed and Price) Defines Broadband Penetration

September 6, 2012

According the FCC’s Eighth Broadband Progress Report, 98% of Americans now have access to broadband that meets 4 Mbps down (into the home) and 1 Mbps up (into the Internet). This infers that 2% do not have such coverage, which represents over 5,000,000 people. Not surprisingly, the remaining 2% are scattered over a third of the country’s landmass. While the new rules covering the Universal Service Fund (USF) and InterCarrier Compensation (ICC) have need adopted by the FCC and those monies are intended to support the expansion of broadband to uncovered or underserved areas, the amount required to address the remaining 2% is prohibitive.

Gravy and the Blue Light Dilemma

July 16, 2012

It should have been a great weekend for cooking but I wasn’t as motivated as normal. I made breakfast for my wife each day but only cooked on Saturday. I grilled wagyu beef New York strip steaks and served them with a spring salad and fettuccini. Wagyu beef is from the same breed of cattle that produces Kobe in Japan.

Red, White and SIP

July 9, 2012

I took a few days off last week which led to me cooking more than usual. I won’t go into everything I fixed but I have to extol the virtue of slow cooked Italian gravy. There are an abundance of recipes out there and I recommend keeping it simple. I also recommend using San Marzano tomatoes and white wine to sweeten instead of red.
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