Erik Linask : Convergence Corner
Erik Linask

April 2011

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SIPNOC Agenda Announced to Drive SIP Awareness

April 7, 2011

Less than two months ago, when it launched SIPNOC (SIP Network Operators Conference), SIP Forum president Marc Robins noted, “The SIP Forum is dedicated to providing technical guidance and support of the SIP protocol across all audiences.”

Today, it has taken the next step to bringing that promise to fruition in announcing the official agenda for SIPNOC 11, which will be held at the Hyatt Dulles Hotel in Herndon, VA, April 25-27, and will be keynoted by FCC Chief Technologist Dr. Douglas C. Sicker.

Considering the emergence of SIP as the dominant standard for IP Communications, an overarching event considering security, troubleshooting, monitoring and metrics, interop, ancillary services like Fax over IP (a rapidly growing market, which once was considered on the way out), and of course key services and infrastructure that enable SIP-based communications, is almost a necessity. 

Customer Satisfaction is all About Access to the Right Information

April 6, 2011

Customer satisfactionis a pretty simple game – and it really is a game, considering the company in any particular industry that scores better in customer sat wins the market. 

In order to win, customer service agents must be equipped with the right tools and information from the outset, whether it is an inbound call or outbound solicitation.  It seems logical that outbound agents would be better prepared, since they are typically soliciting based on specific criteria.