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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Shine On You Crazy Diamond

July 11, 2006

The IP Contact Center Technology Pioneers

July 7, 2006

Customer Chaos: DirecTV

June 26, 2006

I live for these kinds of customer service stories. I learned this just today from my friend Lisa who lives in Austin, Texas.

The set-up: Lisa's brother used to live with her in house in Austin. When they decided to get DirecTV for the household, the account was put under the name/account info of her brother Dan. To make a long story short, when Dan moved out, Lisa decided to get the account switched over to her own name.

Nosy Neighbors

June 26, 2006

House Arrest For Lewis The Cat

June 20, 2006

I just spotted this article about the fate of Lewis the Cat, the "psycho kitty" of Fairfield, Connecticut: http://www.msnbc.msn.com/id/13441225/

It seems that Lewis has been given house arrest and his human (everyone who has cats knows that cats own you...not the other way around) has been given probation.

This has not a thing to do with call centers, CRM or IP telephony, but I feel the need to weigh in on it since Fairfield is both my childhood home town and my university alma mater.

I also heard the Talking Heads song "Psycho Killer" on the radio during my morning drive today, and MSNBC's branding of Lewis as "Psycho Kitty" has merged with the song in my head in an aggravating way.

Personal Trainer Via Podcast?

June 19, 2006

Outsourcing To Egypt

June 13, 2006

Teacher-Proof Ring Tones

June 12, 2006

If you're an adult who feels disadvantaged over the fact that teenagers know more than you about technology, here's a story to make you feel over-the-hill.

It turns out, teenagers are now downloading a ring tone for their phones for incoming calls and text messages that is pitched too high for most adults to hear. If you've ever been near one of those devices that people install in their gardens to keeps critters from digging, you'll know that most adults over 30 cannot perceive the sound due to age-related hearing degradation, but most young people in their teens and early to mid 20s can hear acutely, even painfully. Some shopping malls today even project the sound in places they don't want teen mall rats to congregate.

Military Data Theft Debacle

June 8, 2006

Media sources today reveal that the theft of a laptop from a U.S. government employee's house last month may have compromised the personal information of not only veterans since 1975, but as much as 80 percent of active duty military personnel, which leads to concerns about not only identity theft, but the safety and security of those military service people. (Why would anyone with a brain store that much sensitive data on a single laptop that could not only be stolen, but left on a train, a taxi or the counter of a coffee shop by a single employee???)

MSNBC states that, "Montgomery County police released a description yesterday of the stolen laptop and its external hard drive because they said it may have been purchased by someone who does not realize the value of its content. 'It could have shown up at a yard sale or a secondhand store,' police spokeswoman Lucille Baur said.

Veteran ID Theft

May 24, 2006

Because I wrote a few articles on credit freezing back a few months ago, several veterans who suspect their info was among the 26 million names on a stolen VA official's laptop have contacted me asking what their next steps should be.

The VA has set up a special call center and hotline for veterans, as well as an FAQ page: http://www.firstgov.gov/veteransinfo. I hope they have staffed it sufficiently. The potential for 26 million phone calls is very high.

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