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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Inflight Mobility is a Success

May 12, 2014

Without a doubt most of you have been on a flight where Wi-Fi access is available. Sometime ago I blog about the cost of using these services while flying and expressed my opinion that I thought it to be too high. I no longer hold that opinion. In fact, I dread boarding on a flight where Wi-Fi is not available.

Bandwidth and Broadband are Complementary, But Not the Same

May 6, 2014

 

Too often, I hear people using the terms bandwidth and broadband interchangeably. They are not the referencing the same thing.

Bandwidth has its origins in the analog world, and is related to hertz, or frequency.

Policing the Wild, Wild Internet with the 3rd Version of Net Neutrality

May 1, 2014

The IP community has all agreed that managing access to the Internet needs to be regulated/managed by someone. In the US, we have a general acceptance that the role belongs to the FCC. The issue facing the FCC is determining what rules to apply to the Internet Service Providers (ISPs) that supports their need for controlling their networks and business goals, as well consumers’ demand for continued delivery of desired applications and services. The Application Service Providers (ASP) are somewhat caught in the middle, and it is unclear if the current suggested FCC rules will ferment continued growth of the ASPs.

SMBs Unified Communications Interest is Changing

April 29, 2014

Several years ago I developed a list of the features and benefits that identified the priority SMBs and Enterprises use to assess Unified Communications (UC). For the most part, I believe that the priorities have held up well but two items have certainly been added to the priority list for SMBs. Here is the original list:


SMBs

  • Business Operations Improvement

v   Conferencing

v   Instant messaging

v   Integrated communications for mobile employees


It's Kairos Time

April 22, 2014

Most of us understand time in terms such as past, present and future. We measure time in increments, with the most common forms ranging from seconds to years. This definition of time is described using the Greek word “Cronus.” However, a lesser-known term for time is more appropriate when endorsing the drive towards developing new IP-based applications, VoIP and Hosted Unified Communications –   “Kairos” time.

Kairos is the Greek word that means the right time or opportune moment.

Offering UC Federation to Businesses is Important - But Limited

April 17, 2014

 

Today, I am addressing an audience at the NTCA IP Possibilities Conference in Kansas City, and the subject is Unified Communications Federation and the business case for offering it as a service by the rural/small ILECs. I am very interested in seeing how many ILECs have an interest in the subject as many do not support large enterprises in their service areas. In this case, an enterprise is defined as having at least 1,000 employees.

UC Federation, simply defined, is communication between different organizations and UC platforms, as if they were all on the same platform.

An Open and Competitive IP Future is Best

April 14, 2014

Interestingly, just as the NTCA was holding its Legislative and Policy Conference in Washington, DC, AT&T announced that it was initiating an IP trial in Carbon Hill, Alabama. AT&T has informed the residents of the town of approximately 2,000 that they will be moved to the phone systems of the future. VoIP and wireless will be the only options for phone service. While ANPI sees no issue with AT&T’s shift towards an IP infrastructure, there are regulatory concerns that must be addressed.

Lobbying is Both a Right and an Obligation

April 10, 2014

Last week, I attended one of my favorite conferences – the NTCA Legislature and Policy Conference. I do not go to speak or attempt to sell ANPI products or services. I attend with the objective of learning more about the issues facing rural America that require the support of either the FCC or Congress. It is also an excellent opportunity to meet with senior members of our customer base to discuss the latest regulations, rules or laws affecting their ability to maintain their commitment to serving rural America.

Prepare for a Smooth Landing

April 7, 2014

Very few businesses exist without a website to support their sales and customer service activity. Additionally, most businesses now use some sort of application to send out emails to prospects, customers or partners and all conduct some form of advertising. However, few have a good understanding of how these elements, the website, email distribution and advertising, should work in concert with each other. Of those people in the US using the Internet, 85% now use search engines to find products and information.

Sources to Gain Knowledge and Insight

March 31, 2014

Too often, we use the excuse of not having enough time to learn new technologies and understand our industry. Given how quickly our industry is influenced by change and innovation, it is critical that we reserve sufficient time each week to maintain proper awareness of what’s happening in the IP community. Additionally, since ANPI works with several distribution channels, it is also important to track ILEC and agent happenings. In order to both learn and gain subject matter for this blog, I explore a number of sources.

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