Brendan Read : The Readerboard
Brendan Read
TMC
| Contact Center/CRM Views and Analysis

Access is Still Pretty Good

At all the shows, it is cloud this and cloud that - a bunch of doom and gloom on legacy telecom....

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Mobile fax? Why do you need that?

Fax is an enduring technology. While you may think that fax is declining, some reports show that the market is actually...

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We ask the experts: How can exceptional QoE be achieved in VoLTE networks?

By: Jean Jones, Director, Wireless Marketing, Alcatel-Lucent

What does voice over LTE (VoLTE) offer your subscribers? Better voice quality, including HD voice. Rich communications with messaging and video. And whatever inventive applications you choose to introduce. In other words, VoLTE can provide a superior quality of experience (QoE) for subscribers and give you a competitive edge — particularly when your service operates at its best. 

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In my last blog[CCE1] , our experts explained why an end-to-end strategy is the key to maintaining peak VoLTE performance. Now we’ll look at how this strategy gets put into practice to optimize real-world service offerings. The information here is based on interviews with Luis Venerio who works with our VoLTE Readiness Services team. And his observations come straight from his experience on VoLTE deployments that serve millions of subscribers.

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Wearable Tech Expo 2014 Kicking off in NYC

My team is at the Jacob Javits Center setting up for Wearable Tech Expo 2014 which will take place Wednesday and Thursday...

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When Does WebRTC Need a Media Server? Reason #7

Tsahi Levent-Levi’s white paper, “Seven Reasons for WebRTC Server-Side Processing,” details a variety of WebRTC-related scenarios that necessitate a media server....

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How signaling spikes affect networks: 3 real-world examples

By: Josee Loudiadis, Director of Network Intelligence, Alcatel-Lucent

Data and signaling growth are usually good news for network operators, since growth often translates into higher revenues. But when growth is averaged over a month or quarter, the daily highs and lows of network activity are smoothed out. And signaling spikes remain hidden within the averages. These spikes can overwhelm available signaling capacity, which impairs the customer experience, as well as the operator’s reputation.

What happens when a spike occurs? Typically, a CPU Overload alarm appears on various mobile nodes. And the Network Operations Center (NOC) immediately starts praying that the burst is short-lived and doesn’t go over maximum peak-rate capacity. Because when that happens, all consumers are denied service access. Then, the process of identifying the source of the problem begins. This can be arduous, because it often involves applications completely out of NOC control. And the issue can’t be resolved easily without solid network analytics that enables engagement with application and device developers.

That’s the reason signaling information is a crucial part of the Alcatel-Lucent Mobile Apps Rankings report and why LTE World 2014 devotes an entire pre-conference day to the topic. It’s also why this blog offers a closer look at how some real-world disruptive signaling spikes got started — and were finally resolved.

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The Expanding Channel Programs

Not only do I see more cloud service providers looking to the channel for sales, I see other channel programs expanding....

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Rx For Downturn: Better Marketing, Better Customer Service

January 29, 2009

One would think that in a marketplace that is being buffeted by the nastiest economic downturn in years and by a shift in customers' attitudes from passive respondents to becoming active, empowered, participants that companies would step up their marketing and backed by strong customer service. Yet there is unfortunately evidence to the contrary. And companies that fail to get the word out, and deliver effective service risk failing, period.

Attention Microsoft: Focus on Quality, Core Competencies Or Go The Way of GM

January 26, 2009

Which brings the discussion back to Microsoft. Small, rugged, and cheap works. That's why Netbooks are becoming popular. They can be the ideal solutions for contact centers because there is no need for all those guts for what are essentially dumb terminal applications, which also minimizes security risks. So go with the flow: keep XP for them and then design Win7 as an ultrareliable, bug-free, easily migrateable solution for use on larger machines.

Genesys' Timely Deals: Consernos and SDE

January 22, 2009

One of the signature features of Genesys Telecommunications Laboratories, owned by Alcatel-Lucent, and why it is highly respected is its ability to execute thoroughly: whether in devising and enhancing new software or buying other industry firms. A case in point is Genesys' announcements today of two acquisitions: of Conseros, which provides software that enables dynamically prioritizing work task distribution, and SDE, the creators of the Genesys Customer Interaction Portal (GCIP).

The Blending of The Retail Channels

January 21, 2009

At the same time retailers need to integrate their contact centers with their stores by using presence-based routing tools and multimodal workforce management solutions to obtain increased efficiency from both workforces.

Must The Media Get Involved To Ensure Quality Customer Service?

January 20, 2009

The question that lingers is that why does it have to take the media to get involved to do the right thing? Why can't otherwise intelligent firms put in place solid procedures to resolve the issues in the first place that is far cheaper and less image-damaging than getting the press involved, and forking over cash in PR expenses?

Contact Centers and Economic Development

January 19, 2009

Contact center services are providing one of the few bright employment spots in a dismal economic climate, what with retail bankruptcies and closures and manufacturing shutdowns.

Why $40B in Broadband Availability Is Worth While

January 16, 2009

So the question then becomes: does an IP-supporting broadband network merit the same standing as a key infrastructure like roads, and transit? The arguments clearly point that way.

Congrats, Interactive Intelligence, For Becoming #1 in Unified Communications

January 13, 2009

It couldn't happen to a nicer, more deserving, and innovative firm. Interactive Intelligence has been rated, according to Datamonitor, the top unified communications (UC) vendor by North American contact centers who chose it as the one "they most trust to deliver a UC solution."

The Key Obstacle to Telework Is In The Mirror

January 12, 2009

So what is preventing what should be an even faster shift to telework? And why are outfits still opening formal contact centers which in this tough climate they may be forced to close anyway? The answer lies in the mirrors of especially mid-managers and executives. These are the individuals who feel they must 'see' people or know that they can 'see' their charges to be 'assured' that they are working.

The 4-1-1 on Cell/IP 9-1-1

January 8, 2009

The federal governments in both countries have been clearly at fault by being asleep at the switch, Canada longer than the Americans, more worrying about who is to pay than in getting on with the jobs of preventing needless suffering. They should therefore treat 9-1-1 with the priority, respect, and financing, including of enabling technologies that it deserves.
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