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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Scotch Eggs and FRAND for Breakfast

February 27, 2012

Scotch Eggs and FRAND for Breakfast

I have been waiting for a neighborhood Irish bar to open for months. The place was suppose to open in September but was delayed until last week. I had perused the menu prior to going and decided I wanted Scotch Eggs along with something else (fish and chips was high on the list).

BYOD is not for Everyone

February 24, 2012

The first thing people think of when BYOD is an option is security. In fact, Practicing Safe SIP was the most read blog I ever authored. However, the security concerns with BYOD are very different from those of properly protecting the enterprise from external threats. With BYOD you are inviting the threats as guests into the enterprise and you have no idea where those devices have been.

Mobile UC More than FMC

February 22, 2012

Fixed Mobile Convergence (FMC) once synonymous with mobile UC is now defined as merely a capability that most UC platforms deliver. The ability to transfer a call from a desk top device to a mobile device is not mobile UC. Furthermore, expanding IP communications from the VLAN to Wi-Fi is not UC. The use of Wi-Fi as a transport medium is more closely related convenience, cost reduction and technology leverage than UC.

Serious Mumbo Jumbo Gumbo

February 20, 2012

I was reminded that Mardi Gras is this week and was offered a gumbo recipe to try. First of all, I seldom use any recipes when cooking. I prefer to use my understanding of food elements or cuisines to develop recipes. Second, I am very serious about food from New Orleans, I enjoy fixing all it from Cajun to Creole to just plan good.

Cloud Privacy, An Unreasonable Expectation?

February 17, 2012

Cloud Privacy, An Unreasonable Expectation?

This morning it was announced that Google and other companies bypassed the privacy settings of iPhone users and computers using Apple’s Safari browser. After the discovery, Google, who has been reprimanded both here and abroad for violating privacy guidelines and policies, removed language from its site indicating Safari users could trust the Safari's privacy settings to prevent tracking. In a separate story Twitter acknowledged that it had copied the entire address books from both iPhones and Android smartphones.

Where No Man Has Gone Before

February 15, 2012

NASA announced this week that it was shutting down its last mainframe which generated a few memories. The first mainframe computer that I ever worked with was an IBM 360. Granted, I was not allowed to touch it, but after teaching myself FORTRAN, I was provided time to run research programs. Yes, we not only needed permission to gain access to this new computing power but we had to schedule time to do so.

There Can Be Only One

February 13, 2012

At first I thought cooking this weekend would be light. We ate out Friday and I was looking forward to having lunch at one of my favorite restaurants on Saturday. However, that all changed when I decided to make Pretzel Buns. One of my favorite burgers on the planet is made with a pretzel bun and so few places use that type of bun. So, on Saturday, I decided to make pretzel buns.

Dialing It In

February 10, 2012

In our industry, it is easy to get excited about the future of IP communications and technological innovation. The IP community is healthy and growing faster than most businesses. It is easy as owners and managers to get caught up in the challenges and opportunities, thereby, overlooking addressable personnel issues. As we have grown sales and marketing at Broadvox, I find that I have not asked my team’s opinion of their jobs, my performance or the company in general for over a year.

IP Reflections

February 8, 2012

In attempting to better understand the impact of the FCC rules change regarding InterCarrier Compensation (ICC) and Universal Service Funding (USF), I found myself lost in a sea of IP related missives. Ignoring the obviously flawed reasoning behind the rules change, I looked for studies that could summarize their effects upon an ITSP like Broadvox. On the surface the changes appear to create a level of fairness by addressing unfair termination and access charges. However, the reality is they will negatively impact rural carriers and VoIP service providers.

Curds and the Digium Way

February 6, 2012

Curds and the Digium Way

After a week on the road at ITEXPO in Miami, I needed to take a break from restaurant food and cook. I was pleasantly surprised when asked on Friday to fix crab cakes which I partnered with a mustard cream sauce. Saturday I made liver and caramelized onions for dinner. 

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