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 Broader Reach of Broadband

June 18, 2013

ANPI considers quality high speed broadband as critical to the growth of Unified Communications and more generally IP communications. A report released last week by the White House Office of Science and Technology Policy and the National Economic Council describes the improvement in access, speed and to some extent price over the last four years in the U.S. The Four Years of Broadband Growth report offers several insights into the increase of broadband across America. The report is best viewed as combining two subjects; landline broadband and wireless broadband.

Hyperlocal Advertising for Agents - Lesson 2

June 13, 2013

This is Malachi again, I’ve hijacked David Byrd’s blog one more time (for now) to continue discussing hyperlocal advertising for the channel community. On Tuesday, I briefly discussed how to claim your Google Listing and how to place your company NAP to increase visibility at a local level. Today, I’ll be going into search engine optimization (SEO) basics that can help your business attract and retain potential customers.

SEO

Hyperlocal Advertising for Agents -- Lesson 1

June 10, 2013

Hello!  My name is Malachi Threadgill, Director of Internet Marketing at ANPI.  This week, I figured I would give David Byrd a break from blogging and give our partners some Internet marketing tips.

The days of marketing in the yellow pages and Valpak are ending. 

The Clouds are Building

June 7, 2013

It’s been an interesting week for hosted services given IBM’s purchase of SoftLayer for $2 billion and Salesforce’s $2.6 billion acquisition of ExactTarget. While there are few naysayers regarding the trend towards cloud computing and hosted services, it was the timing of these two moves that caught my attention. IBM is a bell weather company in that it adjusts to new directions in technology and IT services better than any other high tech company. I have never worked for IBM but I have had the opportunity to partner with them on various projects during my career.

IP Traffic Continues to Soar

June 3, 2013

Each year Cisco releases an updated forecast of Internet data activity that is part of the Visual Networking Index (VNI), developed to track and forecast the use of visual networking applications. In addition to some rather startling trends and size of global IP traffic projections, it’s a fun read just to see the names of numbers involved. It is not often that we evaluate usage using a numeric term like a zettabyte. In fact, reading the VNI forecast requires a primer on large numbers to understand the growth of traffic on the Internet and how it relates to individual, home, business and application usage.

Indirect Channel Sales: Why?

May 30, 2013

Using an indirect channel or agents to sell product is the most common form of selling. Most major brands use indirect channels to sell their products. Think of companies like Coca-Cola, Panasonic, Sony, American Airlines and many others. By using agents, these companies are able to meet the demand for their products globally which would not be possible using only direct sales.

Telecom Agent Priorities

May 24, 2013

It seems like every time a discussion regarding what is important to a telecom agent is conducted, the service providers begin with compensation plans. However, the agents tend to spend more time discussing support resources. The dilemma is in determining which party is accurately stating the true priority. I decided it may be more of a “Which came first, the Chicken or the egg?” type of issue.

The Evolving SIP Trunk

May 21, 2013

It is important to note that SIP Trunks have evolved from just providing cheaper more reliable VoIP calling. Of course, there is nothing wrong with cheaper business quality phone service. However, our industry spends so much time reminding people about the ability to save up to X% that it tends to forget to mention the other benefits of having a SIP Trunk.

SIP is first and foremost about managing sessions.

What is a SIP Trunk?

May 17, 2013

The answer to this question continues to evolve and is influenced by one’s understanding of either telecommunications or packet switching. I like to begin first with the definition of SIP or Session Initiation Protocol. The session is not just about voice but can also be used for many forms of sessions involving the Internet. The protocol allows SIP endpoints (phones, computers, applications, etc.) to discover, locate, negotiate and create sessions.

The FCC May be Getting a Much Needed Wheel

May 13, 2013

President Barack Obama announces the nomination of Tom Wheeler, right, as Chairman of the Federal Communications Commission (FCC), in the White House, May 1, 2013. (Official White House Photo by Lawrence Jackson)

Last week it was announced that President Obama would nominate Thomas Wheeler to replace Julius Genachowski as FCC Chairman. On the surface Thomas Wheeler does not seem like a questionable choice but given the state of things in Washington one can never be sure of anything. Wheeler has been a lobbyist for the wireless and cable industries and served as the president of the National Cable Television Association and CEO of the Cellular Telecommunications and Internet Association.

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