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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Heart to Heart, Food and Money

February 15, 2010

You know I have to cook on Valentine's Day, especially when it comes on a weekend. Most of you are fortunate in that going out to dinner is a favor to your spouse. My wife considers going out to dinner an inconvenience bordering on a major bother. That's fine with me, as I rather eat my own cooking most of the time.

Record Snowfall in Dallas

February 12, 2010

While we are all aware that the east coast has been hammered this year with snow, Dallas and other areas in the south have been spared until yesterday. Having lived here for nearly twenty-five years, snowfall is not unusual. However, getting more than couple of inches is. DFW airport reported 12 inches of snow.

Honesty in Messaging Wins

February 10, 2010

As we work to motivate companies to purchase IP based products, I find that a number of us are creating new untested and perhaps weaker messages. The value proposition for IP communications is fairly straightforward. By transitioning to IP communications, a business will enjoy the following benefits:

ยท         Reduced cost, thereby conserving capital and budget for other expenses

An Odd Pairing, Pork and Clams, Obama and Net Neutrality

February 8, 2010

Two thoughts come to mind as I look back on this weekend's dining delights. First, it is good that the Super Bowl comes once a year as I always prepare too much fried food. Second, remembering one of your better dishes is always a pleasant surprise. In preparation for eating during the Super Bowl, I deep-fried Buffalo wings, butterflied shrimp coated with Japanese Panko breadcrumbs, and cornmeal dusted oysters.

Searching for IP Services - Part II

February 5, 2010

I had hoped to have similar reviews of the SIP Trunking offerings between AT&T and Verizon. However, it is not possible without a phone call to Verizon. I didn't have time to do that so I'll go with what I got.

Verizon is clearly not serious about a SIP Trunking offering.

Looking for IP Services

February 3, 2010

Clearly, the focus of Broadvox and similar ITSPs is to promote SIP Trunking or SIP termination and origination. However, there is a larger and faster growing market in the business community for simple VoIP solutions. According to In-Stat, 41% of businesses with VoIP capability have no legacy TDM voice services, vs. 34% in 2008 and 42% of US businesses now have a VoIP solution in at least one location.

On the Hunt for Good Food and IP Services

February 1, 2010

This weekend was a bit out of the norm for me as I decided it had been some months since I researched some local eateries. The result of this is that I usually do not cook when conducting such research. However, this weekend was an exception as I both found a new dish and made one of my standards. First on Friday, we tried the new Dominoes pizza.

Zero out of 7291

January 29, 2010

I was not surprise to see we batted a big fat zero when it came to being mentioned in President Obama's State of the Union Address on Wednesday. I expected that. Given two critical factors, what the politicians and media consider the "big stuff" (wars, healthcare, terrorism, economy and jobs) and an embattled political majority party (Democratic), I figured this was not the year for discussing telecommunication issues (broadband, net neutrality, USF, etc.) on the national stage.

However, it should be noted that Julius Genachowski, FCC Chairman, did put telecommunications and the Internet on the world stage earlier the day.

The State of Telecom

January 27, 2010

Tonight President Obama will give his first State of the Union Address. Most of the address will be about subjects driven by the politicians and media: The war in Afghanistan, the withdrawal from Iraq, the now on life support health care bill, the economy and job creation verses job losses. All of this is very interesting but I wonder if telecom interests will get more than a one-word mention as it did in his address to the nation last year.

Yes, telecom was referenced once out of 6,242 words.

Fried Chicken and Broadband have no Relationship

January 25, 2010

Last Friday was my/our 25th wedding anniversary. As I prepared to go home, I was asked several times where was I taking her to dinner. Let me make this clear, my wife would have been very disappointed if I had taken her to dinner. In almost all expensive restaurants, she notes that I could have made it better and cheaper at home.

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