Which to fully stay in touch and to communicate with others effectively over multiple channels means having to lug both sets of devices, which are a pain in the back, neck and arms and most importantly the wallets. And as the number of things one has grows arithmetically the odds of losing, misplacing, breaking or having the items stolen or most commonly the batteries dying increases geometrically.
That’s why I have neither a so-called smartphone nor a tablet. And I’m on a rate plan that my carrier now loses money, so my mailbox (and recycling ban) regularly gets filled with offers to upgrade…
I keep checking at my carrier's local outlet. Maybe I ought to write to them and make the suggestion...if they really want my business and that of many others in the same position.
Now could it be that the device manufacturers may finally get it right by combining the two? And actually give heavy duty voice and keyboard users like journalists (like me), emergency personnel (like my paramedic son) and yes salespeople, field support and contact center supervisors a do-everything/anytime/anywhere box?
The other week I was in a competing carrier (to mine)’s retail outlet, saying how convenient it would be to have an iPad combined with an iPhone and the salesperson hinted to me that it the iPad could have that functionality…
Now HP’s new TouchPad tablet, says the release… is “Designed to be used alone or as a digital companion to your webOS phone, TouchPad connects you and your devices through the elegant webOS experience. Never miss an important call or SMS message – they can be answered and viewed right on your TouchPad.”
Two key footnotes point out that the TouchPad “Requires connection to compatible webOS phone with the same HP webOS Account. Voice service requires separately purchased service contract. Availability may vary by carrier.” Also “Within wireless coverage area only. SMS and IM require data services at additional cost. SMS requires connection to compatible webOS phone. Availability of IM functionality may vary by carrier.”
A CNet article on the release including this information: “Initially the TouchPad will be offered as a Wi-Fi only device, though HP said it plans to release a version with 3G/4G mobile connectivity later on down the line.”
Hmm: 3G/4G…could it mean I could run Vonage of the tablet with a speech-to-text softphone app, clip on the Bluetooth and do an end run over cellphone fees through VoIP?
Now we would be talking…
To get at the answers let's look at the two key benefits of this program:
1. It opens the door to truly effective e-commerce to residents and businesses, thereby increasing the availability of competitively priced products and services, and enhancing the economy, and to more information and services like distance learning and telemedicine. That means less gas, vehicle wear, and time in the long drives to the nearest urban centers
2. It enables job creation in rural areas such as from telework
Many rural communities have missed out on the recent economic boom. Unemployment and underemployment have been high and is getting worse. A recent story in The Daily Yonder reports double-digit rates in many communities. The recent economic downturn has for example decreased demand for resources such as forestry products. Fewer new homes means less need for local loggers, sawmill workers, and truckers.
Telework--via broadband--enables organizations that have forward-enough management i.e. supervision-by-performance rather than by-pointing-to-heads into this excellent supply of hard working individuals. It can also save them money: $10,000 to $20,000 per agent per year and improve customer satisfaction and retention, and revenues.
Not surprisingly telework through home-based agents is emerging as a viable alternative to offshoring. The cost savings and productivity benefits through home agents have made U.S. and Canada viable competitors to other countries for call handling.
There is a wide range of existing and developing broadband technologies available. TMC Group Publisher Rich Tehrani has in a recent blog pointed to broadband over power line (BPL), along with satellite, 3G, 4G (WiMAX/LTE), and perhaps white space technology. He correctly points out that the 'jury is still out' on these choices, and for good reason.
While with the exception of satellite, whose setup can be problematic (ask a rural resident who has tried to get it going) most of these methods appear to be fine for Internet access and e-mail.
Where the issue lies, however, is with VoIP. VoIP can and has for many firms made teleworking/home-based agents possible by dramatically reducing communications costs. No more LD charges from the switch to remote workers 50+ miles away.
Yet according to conversations with firms such as inContact and MegaPath there are quality of service (QoS) issues with wireless: cellular and satellite transmission. These methods have apparently not delivered consistent high enough QoS that callers, and companies expect. There are also other obstacles to VoIP ranging from old copper and data networks to home networks, depending on who you talk to.
There has been sufficient concern with VoIP to prompt three prominent pure-play telework outsourcers: Alpine Access, Arise, and Working Solutions to prohibit VoIP by their agents. Meanwhile 'blended' teleservices firms like Convergys that permit their home agents to have VoIP can route calls to bricks-and-mortar agents.
Yet in another strike against wireless, for Internet access to work at home applications, Convergys also clearly states that "Wireless or satellite broadband does not work effectively with our desktop configuration, and therefore does not meet our requirements".
Even with the good QoS on the network there can be inconsistency. You can have two VoIP 'lines' at home, one for work and one for personal, being fed from the same source, yet the quality can be different for each.
The alternative to integrated high QoS VoIP+ data: broadband for Internet--assuming that it can support work-at-home hosted solutions--and PSTN for calls would become just as unwieldy for rural residents and businesses as it is becoming for those in more urban areas, many of whom are opting for voice/data through the same pipe.
The future of voice communication according to many experts is VoIP rather than old-fashioned PSTN. If that is the case the VoIP issue, along with the need to support intensive web-based solutions, needs to be explored and resolved before any tax dollars are handed over to companies to install rural broadband.
]]>It is a welcome sign that the Obama Administration is tech savvy, which will encourage development of new technologies and methods that will help contact centers, and all other business functions and sectors, become even more productive and efficient. As noted in Rich Tehrani's recent blog "you begin to realize there could be a massive shot in the arm for the tech sector next year."
Our sector has to do our part, instead of relying totally on government. Fortunately the business cases for adopting IP, telework and speech rec especially are powerful, and if deployed on a widespread basis could lower costs across the board while improving productivity sufficiently to pull us out of the doldrums.
An excellent TMC webinar sponsored by IEX, a NICE systems company last week revealed that the potential US employer annual savings through telework from reduced absenteeism, recruiting costs, and from increased productivity could be as high as $441 billion. A webinar earlier this year by Aumtech, Microsoft, and JetBlue demonstrated that you can successfully deploy speech rec at the fraction of typical costs.
There are open-source, hosted, and outsourced solutions for these applications that can enable their adoption with low up-front outlays. The individual and nationwide ROI is there.
So what are we waiting for?
]]>After all, what are teleservices firms in the business for, except to deliver services? If they can't deliver them to their clients' satisfaction then why should they exist?
The underlying issue is quality. Teleservices companies have historically been the 'teleprofessionals': the experts with the expertise to deliver high quality customer care and acquisition at low costs.
Yet too many teleservices outfits have dropped the ball for reasons both preventable i.e. greed, incompetence, lack of attention to detail, underpricing, and understandable: limited resources, overly demanding clients, costly new technologies with long-burn ROIs, and offshore and onshore competition.
In fairness, and to the last set of points, clients too must share part of the blame, including for the low service quality their customers get. Stressing cost over price, which too many outfits still do results in poor results for cheap: you get what you pay for. Lousy metrics and lists generate lousy returns: garbage in/garbage out.
This leads to another key question: is the teleservices industry sustainable? The hard reality is that outsourcing is a more expensive solution than in-house centers because the outsourcers' profits have to calculated into the total costs. The only savings--and rationale--for outsourcing, is avoiding staffing and facilities costs for short-term programs. That is why organizations typically have a core in-house group to handle the steady calls and outsource the rest.
Yet advancements in speech rec, and increasing comfort levels with employee home agents are making these options viable to handle outsourced calls. Outsourcers like Working Solutions are wisely also marketing their platforms to serve in-house operations.
The only choices available for teleservices firms seem to be:
* Get back to the quality roots. Make the people and processes outperform the best in-house centers. Clear out the management and supervisory deadwood. Lead, follow or get the (H) out of the way. Do whatever it takes. Teleservices can be better than 'DIY'
* Go innovative techwise. There are a wide range of hosted solutions on the marketplace for everything from CRM to routing to WFO. Go SIP ASAP
* Board up traditional contact centers--they are a waste of money and those jobs tend too often attract low-performing 'gumsmacker' young slackers--and instead go home where one can recruit higher quality, mature, and responsible adults
* Focus on the clients. Treat them like gold, because they are.
The firms that do the above will survive this economy and prosper, and may find themselves at the top of our Top 50 Teleservices Agencies, where they belong.
]]>Imagine no more being tangled up in cords, or fiddling with multiple (and expensive) gadgets.
Imagine having at last a truly usable phone for home workers, including contact center agents and supervisors.
The hard reality is that when you are working from home you do get interrupted, like for deliveries, plumbers, other contractors, family responsibilities: which beats productivity and cost-wise having to leave early/arrive late to handle when working in a traditional office. Such a device would enable you to stay in touch and keep on the go while signing documents, giving instructions, etc.
The reality of having such a tool may be closer than you may think: in the form of an IP-enabled iPhone that acts like a mutant cordless handset.
Give the credit and kudos to Group Publisher Rich Tehrani who revealed in his blog just before ITEXPO West how the iPhone can become the ultimate (and universal) handset via IP by using the extra wire connected to the headphone jack.
This is roughly similar in concept to the Hutchison Telecom Telepoint hybrid cordless/microcellular units marketed in the UK in the early 1990s which if you were in range of one of these base stations you could make calls. I used to live and work near Manchester, England where this was launched and saw these 'points' but I never witnessed anyone using them. You could also use the devices at home as cordless sets.
What I'd like to see is someone to bring back the Tandy TRS80-T100--the first truly functional portable computer: the ultimate tablet--with 21st centry functionality.
The T100 combined word processing, BASIC, a small but readable screen, a built-in modem, and a a rugged keyboard: features that made it the journalist's best friend. You could, using an acoustic coupler, zap files over a pay phone. I used the clamshell model, the T200, when I wrote for the Manchester (N.H.) Union-Leader over 20 years ago, and it far beat most laptops I've relied on since.
I and other journalists, programmers, and other keyboard-intensive users have been reluctant to switch over to BlackBerries, etc. because the keys and pads are too small and unforgiving for us two-fingered demons, and the screens are way too small. The tablets that have come on the market in recent years lacked usability.
What are firms like Apple, and they and other practical geniuses who can box and package proven technologies waiting for?
]]>In a discussion following TDI CTO Mark Moore's session on enabling home-based agents arose the issue of how to manage bandwidth at home agents' premises, what with everyone else in the household tapping into wireless networks unbeknownst to the agents.
The concern is to make sure the demand on the pipe at home is not constricted to the point where agents cannot access applications they need. This can be an issue in many households, especially with teenagers...one that I will be looking into...and reporting back on.
I don't have that problem in my household as the cable feed, base set phones (we have IP for residential too as well as for my work) the wireless hub are in my office, and I know exactly how many devices are on it. It helps that my peak usage times (daytime) are not the same as other users: my wife and a tenant, both of whom are full-time students at a local college.
Bandwidth may be a major issue in whether the cable companies in particular, are keeping up their investments in the pipes with demand. That's the issue I have where I live. That too I'll be reviewing...
The second insight is from Brian Spencer, president of Oaisys. He made a very good point in that you don't have to be live with customers to give excellent customer service. That it is OK to look into matters and get back to them, and in doing so reviewing call recordings to make sure that every issue customers raised and the importance they have given to them by language and tone of voice are followed up on.
This too will be followed up on in future articles.
]]>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?
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.
]]>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.
]]>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
]]>
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
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
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/.
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
]]>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.
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