Today is the 'last run' for the toll-free number connecting New Jersey Transit, the third largest transit agency in the US, with its customers.

Could this be the beginning of the end for toll-free numbers in North America?

NJ Transit has since June been switching callers from 800-772-2222 to 973-275-5555. When you call the toll free number today you will get a recorded message asking you to call the 973 number And according to an opinion piece in the July 22 Cherry Hill (NJ) Courier-Post, after July 31, there will no longer be any message at the 1-800 number.

NJ Transit abandoned toll-free to cut costs. The high gas prices have attracted more riders but have also increased the costs of diesel fuel used on its buses and many of its commuter trains: the agency also has an electrified commuter rail and light rail network.

The technology environment is finally right for ending toll-free service. NJ Transit, like many public agencies along with private companies, has been diverting calls away from live agents through the Internet, including a mobile-enabled site, and with proactive means such as automated outbound text alerts.

New Jersey residents, like many others across North America, have been switching from TDM to IP, which makes long distance charges irrelevant. My son, who lives in the central part of the state, bought IP with a package from his cable company. Also, North Americans are becoming used to paying per contact, as their counterparts in other parts of the world have long done, through their text messaging rates.

By dropping toll-free, NJ Transit could be blazing a trail for other companies and organizations to follow. The move saves money without cutting customer care, allowing scarce resources to be more efficiently deployed elsewhere.

There has been so far some cries against the move, such as the aforementioned newspaper editorial (see below), because it does increase the costs and hassle of information access from especially poorer customers. Yet the screams have not been loud enough at this point to get the agency to change its mind.

http://www.courierpostonline.com/apps/pbcs.dll/article?AID=/20080722/OPINION/807220303/1046

Who will be the next to follow in NJT's path? Do I hear any roar from the airlines?

Communications giant Bell Canada does not get often get much praise by consumers, telco professionals, and the media in its "home and native land".

This traditional of the traditional telcos has plodded behind the cable companies and others in offering competitive pricing and new services like residential IP and sometimes indifferent service. Not surprisingly, more consumers have let the old TDM-carrying copper wires go dead and instead are plugging into coaxial cable or go wireless altogether--including with firms other than Bell.

Bell, and some of its other communications counterparts have been ripped into by consumer advocates for their decision to charge for inbound text messages, including spam. Two Quebec residents, one a Bell customer, and the other a Telus subscriber, have just launched a lawsuit against the two carriers.

Yet Bell deserves some applause for its decision to let go old-line executives and managers rather line staff as part of its reorganization and cost cutting as part of its recent and record-breaking $35 billion+ leveraged buyout.

More surprisingly for jaded observers it is reportedly increasing its customer-facing staff: who are usually but shortsightedly canned when such deals take place.

Could this mean that Bell will emerge as a truly competitive, dynamic carrier, one that will provide leading-edge price-savvy services to back its customer care, to contact centers, other businesses, and to consumers, and win back those it has been attriting to other companies?

Bell has the network, and the resources to win, and not just by default. The service and pricing of some of its competitors is not exactly great, in absolute terms. It could also probably show the equally 'loved' US carriers a few things too.

Forget about the economic cooldown: the IP solutions market is hot!

As proof, Rich Tehrani reports in his blog that over 90 percent of booth space at Internet Telephony Conference and Expo West (IT Expo) http://www.tmcnet.com/voip/conference/, which is being held Sept.16-18 in Los Angeles is sold out.

http://blog.tmcnet.com/blog/rich-tehrani/apple/itexpo-90-sold-out.html

Few other technologies have the ability to deliver both cost savings and quality service as the IP-enabled applications and tools, which now support nearly every facet of contact center operations: from routing to recording, to CRM, and to linking home-based agents.

If you are a contact center executive you will find a strong ROI from attending IT Expo even with higher airfares and gas costs, You will pick up insights from a great roster of speakers and from finding out firsthand about IP-enabled products and services from exhibitors.

What you will discover will help your operations grow customer bases and revenues and lower costs. For there is nothing like being at an event and a show to learn, network, and try out new ideas, make contacts, check out the latest solutions, and to find the answers that you are seeking.

If you are a solutions firm and have not yet made up your mind whether to exhibit I invite you to check out the value prop ASAP and sign up before the space is all sold out.

I've been covering and attending shows in this industry for nearly 13 years and it is rare that I've come across an event like this with such buzz. It goes to show that the future lies in developing and applying practical technologies like IP that can be profitably used throughout an entire organization.

IP is becoming part of our everyday existence. For example more and more people like myself have switched from TDM/PSTN to IP for our household wireline phones. The cable pipe that transmitted this blog entry is supporting one other computer, two phone lines and several e-mail, web, and SMS applications.

And as IP becomes the norm so will the need for solutions to run off it, thereby generating increasing demand for them from the best and brightest of our developers and entrepreneurs--whose products and services will be at IT Expo.

TMCnet's Susan Campbell wrote an article today called, "Study: Customer Satisfaction with VoIP Higher than Traditional and Mobile Services" about a survey conducted by Level 3 Communications. The article states that, "In fact, the study reveals that 86 percent of VoIP customers are very satisfied with their service, compared to 74 percent satisfaction among traditional landline customers and 66 percent satisfaction among wireless customers."

I can happily report that I am one of those people who are happier with their VoIP service than other telecom services. But I've got an easy reason:

Former bill from SBC for the privilege of keeping a (practically unused) landline: $42.

Current cell phone bill, for the privilege of using my phone maybe 60 minutes per month: $40.

Vonage bill: $14.99 plus tax.

Whoever said "money doesn't buy happiness" never considered that saving money on telecom bills can bring something close to it, at least in a small measure.

TES

SPIRIT DSP, a Moscow-based provider of embedded voice communication software, today announced its allocation of $6.38 million from the company’s profits to voice-related R&D within the next 12 months.

The budget will aim to extend the current SPIRIT 80 telecom engineers development team by another 30 VoIP professionals by the fourth quarter of this year. The corporate strategy targets the further strengthening of the company's position in the voice processing market.

SPIRIT’s TeamSpirit product is a multipoint voice conferencing engine designed to efficiently handle all issues of voice communication over packet networks, and it enables a complete multipoint voice conferencing functionality within integrated communication and collaboration server solutions. The company today applies its experience in embedded voice to many communication platforms: PCs, PDAs and 3G hand-sets.

The announcement is below.

SPIRIT Budgets Another $6.38 Million for R&D within the Next 12 Months; To Strengthen its Global Leadership in Multi-Point Voice Conferencing Engine
LONDON--(BUSINESS WIRE)--July 22, 2005--SPIRIT DSP (www.spiritDSP.com/voip), a leading provider of embedded voice communication software products, today announced allocation of $6.38M from SPIRIT profits to voice-related R&D within the next 12 months. The budget will help to extend the current SPIRIT 80 telecom engineers development team by another 30 VoIP software professionals by Q4 2005, as a part of the corporate strategy aimed at the further strengthening of SPIRIT's leading positions in the voice processing market.

SPIRIT technological leadership in sophisticated voice processing is based on 12 years of practical experience gained in over 250 successfully completed projects for the global telecom leaders. Today SPIRIT applies its deep expertise in embedded voice to all major communication platforms - PC, PDA and 3G handsets - focusing on the hot VoIP market.

SPIRIT's flagship field-proven and award-winning product, TeamSpirit(TM) multi-point voice conferencing engine, has practically no real alternatives in the global market for enterprise-grade multi-point full-duplex software voice engines. TeamSpirit(TM) is the only voice engine enabling complete high-quality multi-point voice conferencing functionality within integrated communication and collaboration server solutions. TeamSpirit(TM) efficiently handles all the issues of voice communication over packet networks, including being robust to 30% packet loss and delays. TeamSpirit(TM) provides superior voice quality not only in peer-to-peer talk, which is now available from a number of vendors, but also in a conferencing with many participants, which is critical for enterprise customers with distributed offices and/or mobile workers. SPIRIT's voice engine is highly optimized to meet the tough requirements to voice quality, fidelity, reliability, security, functionality and cost saving. Unlike any competitors, TeamSpirit engine delivers full-duplex voice in hands-free, and more importantly headset-free scenario on PC and mobile platforms.

"TeamSpirit(TM) multi-point voice conferencing engine is now in high demand by enterprise customers, so SPIRIT is growing to continue be global #1 multi-point voice conferencing engine," said Andrew Sviridenko, SPIRIT's founder and chairman. Professionals are the main asset of technology innovator like SPIRIT, so the money will be put into attracting the best telecom talents and brains to reinforce SPIRIT technological advantage. SPIRIT is now already active in mobile and video markets, and SPIRIT sales are strong and growing in both US and Asia. In 2004 SPIRIT executed over 100 new licensing contracts. Several US enterprise collaboration and conferencing software customers, including Oracle and Macromedia, as well as several Asia-based mobile OEMs are deploying SPIRIT-enabled products in 2005."

How cool is this?

Packet8 has announced that the Sci-Fi Channel's "Stargate SG-1" and "Stargate Atlantis" will be implementing new characters in their new seasons...Packet8 IP VideoPhones.

I'll tell my guy friends this exciting news, but I'm sure they already knew about it...they've all been particularly eager to watch this new season in which "Farscape" alumna Claudia Black joins the cast, wearing tight leather outfits. It must be because of those video phones they're so eager to watch...

TES

Stargate SG-1 and Stargate Atlantis to Feature Packet8 VideoPhones in Upcoming New Episodes

SANTA CLARA, Calif., July 21 /PRNewswire-FirstCall/ -- Stargate SG-1 and Stargate Atlantis, two of television's most popular science fiction shows, kicked off their seasons last week with a sleek, new communications device on the set -- the Packet8 VideoPhone from voice over Internet protocol (VoIP) and videophone communications service provider 8x8, Inc. .
In addition to featuring the Packet8 VideoPhone during upcoming episodes, Stargate SG-1 and Stargate Atlantis will be the center of a national consumer sweepstakes that gives fans an opportunity to win a trip to the Stargate sets along with Packet8 VideoPhones and Freedom Unlimited residential service plans. And as an added bonus, winners will be able to make videophone calls to the set and have video visits with the shows' main characters.
"The Stargate placement is perfect for the Packet8 VideoPhone from both an application and audience demographic standpoint," said 8x8 Vice President of Marketing & Sales Huw Rees. "We think that when Stargate fans see how great the Packet8 VideoPhone works on their favorite show, they will be motivated to purchase one of their own to feel more connected with the program as well as with their family and friends."
The Packet8/Stargate sweepstakes invites fans to participate by answering a few trivia questions about the Stargate series and submitting an online entry form. Additional contest details can be found at http://www.packet8.net/.
Previously, Packet8 VideoPhones have been placed on the sets of many prime time television shows including: Alias, 24 - The Series, King of Queens, Law & Order SVU, Will & Grace, Stargate Atlantis, Medical Investigation, Eyes, and Navy NCIS. Product Integration and Promotions firm, Eclipse Worldwide, coordinated these appearances, as well as the promotion.
Available direct to consumers at http://www.packet8.net/, the $99 Packet8 VideoPhone is being sold with a two year service plan, which includes unlimited voice and video calls worldwide to another Packet8 VideoPhone as well as unlimited local and long distance voice-only calls to any phone number in the U.S. or Canada. The Packet8 VideoPhone uses a standard broadband internet connection to transmit high quality audio and crisp instant-on video communications. Previous videophone technology has been limited by bandwidth capabilities of the PSTN (public switched telephone network), which hampered the delivery of crisp real-time video images. Because it is based on SIP, an international internet protocol standard, the Packet8 VideoPhone achieves a level of technology and performance sophistication previously not possible.
About 8x8, Inc.
VoIP (voice over internet protocol) service provider 8x8, Inc. offers internet-based telephony solutions (http://www.packet8.net/) for individual residential and business users as well as small to medium sized business organizations. In addition to regular Packet8 VoIP service plans, priced as low as $19.95 per month for unlimited anytime calling to the U.S. and Canada, 8x8 now offers the $99 Packet8 VideoPhone, the industry's first stand alone broadband consumer videophone with worldwide video calling for $19.95 per month. Packet8 Virtual Office, 8x8's VoIP solution for small to medium sized businesses, is a hosted PBX service comprised of powerful business class features. For additional company information, visit 8x8's web site at http://www.8x8.com/.
About Eclipse Worldwide
Based in Menlo Park, CA, and with offices in Los Angeles, Eclipse Worldwide is a brand marketing company that specializes in product placement, entertainment marketing and other highly leveraged marketing vehicles. For additional information, please visit their website at http://www.eclipse-worldwide.com/.

Before I muse a little on the news highlighted by Johanne Torres' recent article on TMCnet, "Comcast VoIP Plan Rolls Out in Boston and Hartford, CT," (http://www.tmcnet.com/tmcnet/articles/2005/comcast-voip-digital-voice-boston-hartford.htm), I'll say first that I'm a Comcast customer, by virtue of where my house happens to be, for both cable television and broadband. I've written in the past before about how I find Comcast to be the most customer-service challenged company I've ever had the displeasure to deal with. Each interaction with Comcast takes a year off my life...I'm convinced of it.

Reading Johanne's article this morning, I find that Comcast is ready to offer me VoIP phone service. The news caught my eye for personal reasons: I currently use AT&T CallVantage for VoIP service, so anytime I can consolidate one more service onto a single bill, I'm usually interested.

Then I read a little further: for me, a (unwilling) Comcast customer, they're going to offer me the "bonus" rate of $39.95 a month! Wow! Considering I'm paying only $29.95 a month to AT&T, I'm not sure why Comcast expects me to get tickled about this. An extra $10 a month for...well, I'm not exactly sure.

The company is touting its E-911 service, but I get that with CallVantage. Comcast cites "the convenience of calling one number for customer service," presumably to customers with bundled services. Great! Instead of losing one year off my life each time I call Comcast customer service, I'll lose 18 months!

Shortly after I sign up for the new Comcast Digital Voice service, I'll venture down to the nearest bus station and ask if I can have the privilege of cleaning their restrooms if I pay them $10. To me, it's the same thing.

TES

Telstra Incorporated, a global provider of advanced communications services to multinational corporations, issued an announcement today regarding the availability of T-VoIP, the company's global VoIP offering. Here is a summary:

T-VoIP was developed to provide multinational corporations with a quality solution to control, manage and reduce global telecommunications costs.

"T-VoIP is based on Telstra's global IP VPN platform that is backed by our service level agreements (SLAs), delivering highly reliable, integrated IP packetized voice service," said Dan Kerth, Telstra's president and COO.

Kerth continued, "Companies can combine voice and data traffic to maximize their return on investment and through lower off-net rates, reduce the cost once associated with sending on-net and off-net voice traffic over a public switched network."

T-VoIP is intended to enable companies to interconnect geographically dispersed PBXs over a "virtual private network," thus avoiding the high price of international toll calls between office locations. Companies with small branch offices up to very large sites can be supported with access speeds ranging from 128 Kbps through 155 Mbps. In a converged scenario, voice and data traffic share the same local access loop, reducing the number of access loops required to obtain services.

"T-VoIP has the ability to simplify a company's network and streamline costs associated with voice and data," said Ilissa Miller, product marketing manager. "A monthly rate for the on-net calling plan provides customers with virtually unlimited intra-company calls. In addition, off-net is provided at a flat rate per termination country, independent of the country of origin."

Telstra is offering companies a free analysis of their networking needs to determine if a global IP voice VPN is right for them and if they are among the majority of companies who can save up to 40 percent by combining global voice and data service using T-VoIP.

A global, MPLS-based VoIP solution, T-VoIP is available in 52 countries. No specific PBX or handset equipment is required to access this service. For more information regarding this announcement and other Telstra products and services, go here or here or here; but not here (in a sad attempt to balance what I now notice as oversaturation of one announcement).

Cheers.

---

DRB