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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Seven Hundred Thousand, Thirteen Million, Twenty-One Million, Two Hundred and Fifteen Million

June 26, 2009

Seven Hundred Thousand, Thirteen Million, Twenty-One Million, Two Hundred and Fifteen Million

Abracadabra...How a phone works is like magic and the general user does not care about the technology. Telephone penetration is the United States is between 95 and 96% and cell phone penetration is at 88.8%. Guess what...90% have no idea how the technology works.

Internal Training, External Success

June 24, 2009

Monday I identified a number of terms that are common to IP Communications. I suppose it would be useful to note that you should check out the Broadvox training area on the web. While we have interesting information now, we will be expanding the area over the next few weeks to include additional tutorials, case studies, videos and glossary. We want to make this effective for our personnel, partners, customers and prospects.

Moving Your Team from TDM to IP

June 22, 2009

As always, food was great this weekend. We had chicken fried steak, grilled spicy Asian chicken wings, parsley potatoes and another crown pork roast (fixed entirely different from the previous recipes) with a wonderful side of apples. I had planned to make a side dish using apples and plums but the plums were so sour that I made an Indian chutney out of them instead (next time Indian is on the menu, I'll be ready). I made an apple pie filling as the apple side dish.

The Right to Bear IP

June 19, 2009

While I have spent the week thinking about the direction of broadband for the US, I have also observed what is happening in other parts of the world. The growth of broadband and Internet access is indeed driving many socioeconomic activities. However, recent events in Iran now demonstrate their power to push political events. Whether real change is a result does not matter.

The Senate Hearings Have Begun

June 17, 2009

Monday I changed my position and now support tiered broadband pricing. There is enough existing or potential competition in urban areas to support this pricing model without dampening access to or the adoption rate of high-speed broadband. However, in a continuing revelation as to the simple nature of our politicians, I am putting forward a quote made during the Senate hearings for confirming Julius Genachowski.

Senator Kay Bailey Hutchinson.

Curry No Favors

June 15, 2009

It was another great weekend for food. My wife decided she wanted a shrimp curry and while that was a great idea, I like to have the flavor of several curries when eating Indian food. Therefore, I made three, Spicy Shrimp Mustard Curry, Chicken in Coconut Curry and Potatoes and Spinach Curry. Each was quite good and well worth the effort.

Try It and Buy It...Not!

June 12, 2009

How did this concept begin? I'd really like to know so that I could figure out a way to kill it. In a similar vein of thought where we need to address the FUD (Fear Uncertainty and Doubt) associated with IP Telephony, we need to end the "Try It and Buy It" requests and offers. If the IP PBX, IAD or media gateway has been certified to work with a given carrier AND the CPE has been properly configured, then it is going to work.

Eddie, Phones and Automobiles?

June 10, 2009

Imagine my surprise yesterday to learn that Ed Whitacre, the former head of SBC, now AT&T, was named the new chairman of the Board for GM. It is rather astonishing that a person with no knowledge of the industry will become a member of the nucleus of GM's management team responsible for establishing its new strategy.

 

Whitacre is quoted as saying, "I am honored to be able to serve GM at this critical juncture and take part in its reinvention."

The Cream of the Crop

June 8, 2009

This weekend was great for food. It began on Friday with beer battered fish and chips. Since I had the oil hot, I also fried a half of a breast of turkey. I tend to do that verses frying an entire turkey when cooking for the two of us.

The Nortel Effect?

June 5, 2009

At least two analysts are now predicting a drop in VoIP/SIP Trunking growth for enterprise customers.  This was not surprising as I reached the same conclusion some months ago. Using my limited cognitive abilities, I did not see how the growth in VoIP/SIP Trunking could be maintained during this period of economic stress and uncertainty. When budget considerations are added to the mix, it is no surprise that enterprises are closely examining cash flows and capital expenditures. However, that is not the primary influencing factor according to Dell'Oro and In-Stat.

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