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

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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When Does WebRTC Need a Media Server? Reason #6

In a recent blog about the current state of WebRTC, I mentioned that readers should check out an excellent white paper...

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The Six Degrees of Mobile Data Plan Innovation: It's Not All About Data- Mobile Voice and Messaging Share Plans Offer Plenty of Appeal

Alcatel-Lucent’s Rich Crowe continues the Six Degrees of Mobile Data Plan Innovation blog series by examining the degree to which consumers are interested in share plans that include unlimited voice and messaging but don’t include data.

The last Six Degrees blog explored consumer attitudes toward two different mobile share plan options: sharing data only and sharing voice, messaging and data. This blog will explore attitudes toward a 3rd option: sharing unlimited voice and messaging — but not data — across multiple devices or subscribers.

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Web Anti-Fraud Measure Ineffective

February 5, 2007

An article in the New York Times today discusses a recent study by MIT and Harvard that examines the efficacy of the technology called site-authentication images.  (If you do online banking, you may be familiar with this technology. You are asked to choose an image, and create a phrase that goes along with the image, and you are advised not to proceed with your online transaction unless you see both the image and the phrase when you log in.)

As it turns out, there's actually nothing wrong with the technology itself, it's merely that users tend to disregard the directives. During the course of the study, 58 out of 60 users logged into their accounts anyway, though they did not see their picture and phrase.

Groundhog Fails To See Shadow

February 2, 2007

Vista's Speech Rec Troubles?

February 1, 2007

Microsoft has admitted that it could be "technically possible" (though unlikely) for Vista's speech recognition capabilities to be maliciously used.

The scenario envisioned involves malicious e-mails or audio on Web sites telling the OS to "delete" or otherwise alter a user's files against the user's wishes.

Microsoft has said that the possibility is remote, however:

"The exploit scenario would involve the speech recognition feature picking up commands through the microphone such as 'copy', 'delete', 'shutdown', etc. and acting on them," blogged a Microsoft security researcher. The blogger added that it would require a perfect alignment of circumstances: the user not being in the room to hear the audio, the microphone and speakers being turned on, the microphone being aligned just right and the clarity of the audio being perfect.

TES







Dell CEO Resigns

January 31, 2007

Hosted Speech Takes Off

January 31, 2007

During the first few years of speech applications for the call center, we all admired them great...from afar. Few companies (with the exception of large rich organizations like banks and airlines) could afford them, or had the manpower to administer them.

That's why speech solutions have mixed so well with the on-demand delivery model. Costs, complexity and the sheer "fear factor" of speech can be greatly reduced...by keeping the headaches on someone else's doorstep while still being able to reap the benefits.

Speech solutions provider Fluency Voice (www.fluencyvoice.com) announced today that it is experiencing great demand for the hosted (on-demand) version of its speech recognition solution as well as its traditional on- premise version.  During the last three quarters alone, Fluency states that it has seen an 81 percent growth in sales of its Virtual Speech Agent (VSA) Suite solution delivered as an on-demand service compared with the same period in 2006.



Colds In The Workplace

January 30, 2007

An article in the Washington Post today repeats that old "common cold costs money to the workplace" mantra by stating that, "An estimated $40 billion each year, according to a 2003 economic analysis by the University of Michigan for both direct and indirect costs for medical treatment and lost work time. As the researchers noted, that's a higher economic burden than some more-serious conditions impose."

The common cold has been with the human race longer than fire and poking things with sticks. So why do we presume there is such a thing as a "cold-free" human race, and chalk up "lost work time" to it, as if there is such an attainable state as a cold-free workplace?

How can a thus-far unpreventable activity (suffering from a cold) built into the human race be "costing" us anything?



Customer Service Madness

January 29, 2007

Here's a little personal anecdote I just had to share:

I'm switching health insurance companies as of February 1st. When I completed the paperwork, I indicated my primary care physician's name and address on the forms. The health insurance company sent me a letter, correctly identifying my primary care physician by name, but indicated that before they could activate my account, they had to know his ID number.

That would be the ID number that the insurance company assigned to him.

They're asking ME for it.

Because apparently, I know better than they do what provider number they assigned to my doctor.

I looked up the number...on their Web site, mind you...and called their call center.

To give them the number.

Their number that they assigned to my doctor.

Next week, I'm going to anticipate a call from my bank asking me what their check clearing policies are. I'll be sure to keep a copy of the bank's customer service manual around so I can tell them when they ask.

It's enough to make you wonder whether anyone in Corporate America has even half a brain turned on nowadays.

TES



















Post-Mortem Service Charges?

January 29, 2007

A friend sent this e-mail to me today. I have no idea if it's true or just one of the many frequently circulated urban legends that strike a chord in all of us. But knowing what I know about many companies' customer service policies, I can believe that somewhere, some time...it just might have happened.

An elderly lady died in January last year, and a large financial services/credit card company billed her for February and March for their annual service charges on her credit card, and added late fees and interest on the monthly charge. The balance had been $0.00, after the fees were added, it totaled about $60.00.

A family member placed a call to the bank.



Interview With The Hacker

January 26, 2007

Voxify Announces New CEO; Chairman Of The Board

January 26, 2007

This week, speech technology provider Voxify announced that John Gengarella has joined the company as President and CEO.  According to the company, Gengarella brings with him "over two decades of technology leadership and visionary business practices with highly successful enterprise software businesses to lead Voxify through its current stage of aggressive growth." He is a former Siebel/Oracle CRM executive.

Voxify also announced that Carol Snell has been appointed to the position of Chairman of the Board of the company. Snell is, according to the release, "an accomplished entrepreneur and CEO bringing more than three decades of executive management, operations, sales and marketing experience to this key role at Voxify."  Prior to this appointment, Snell served as an active member of the Voxify Board of Directors since joining in 2002.

Visit Voxify's Web site at www.voxify.com.

TES







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