Erik Linask : Convergence Corner
Erik Linask
writer

Country Music and Wi-Fi Offload

This past Sunday night I attended the 50th annual Academy of Country Music (ACM) awards, hosted at the AT&T Stadium outside...

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Why Aren't You My Customer?

COMPTEL had a sales training session for attendees with Stephen Schiffman. Schiffman has written 50+ books in his 35 year career...

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How Imagine Communications is Bringing Video Distribution to the cloud and Beyond

At the end of 2014 I declared Imagine Communications one of the companies to watch in 2015, specifically stating: The video industry...

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The Race to Gigabit is About Business

The cable companies racing to Gigabit networks isn't about delivering ultra-fast broadband to consumers. The Gigabit announcements get them good PR...

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Four Ways Cable Operators Can Boost the Customer Experience

By Mae Kowalke, TMCnet Contributor

The customer experience has always mattered, but its importance has grown in recent years. This has been driven by increased global competition, including the almost instant availability of alternations, and the rising expectations by fickle and informed consumer. Yet, cable operators have a long way to travel if they want to deliver the customer experience (CX) that consumers demand.

The Temkin Group’s Q3 2014 survey of 10,000 US consumers’ opinions about goods and services registered the lowest ranking average Net Promoter Score (NPS) for pay TV providers, a telling statistic. Internet service providers did almost as poorly, coming in only one position higher.

“As technology innovations drive shifts in consumer behavior and open new service opportunities, operators must start eliminating pain points,” stressed Alcatel-Lucent’s Nicholas Cadwgan in a recent TechZine article, Cable MSOs transform the customer experience. “This includes any obstacles that will impede their ability to launch and provide adequate care and quality assurance for those services.”

Cadwgan lays out four customer experience management (CEM) areas that cable operators should focus on.

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HP Can't Compete in Public Cloud as Amazon Machine Learning Launches

There are long-term trends in technology we all know are happening. Computers will get more powerful. More devices will be connected. Finally,...

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SIPNOC Agenda Announced to Drive SIP Awareness

April 7, 2011

The SIP Forum has announced 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.

Customer Satisfaction is all About Access to the Right Information

April 6, 2011

Customer satisfaction is a pretty simple game - and it really is a game, if you consider the company in any particular industry that scores higher in customer sat wins the market.

Can Skype Bring Back the Phone Booth?

March 31, 2011

Thanks to the popularity of Skype, we may be witnessing the rebirth of the phone booth, thanks to an initiative driven by Enterprise Estonia. As part of its mission to drive innovation and entrepreneurial spirit in the Baltic nation, Enterprise Estonia commissioned a standalone Skype station, which has been installed at Tallinn's airport.

What Service Providers Need to Know About SIP Trunking

February 2, 2011

Ingate kicked off its SIP Trunk-Unified Communications Summit, again collocated with ITEXPO, with a new feature - a service provider focused day.

ITEXPO Conference Sessions Kick Off

February 2, 2011

Addressing the needs of the millennial generation... ITEXPO East 2010 addresses the latest technologies and their impact on your business.

Interactive Intelligence's Enterprise Cloud Comms Panel at ITEXPO

February 1, 2011

Rich Tehrani leads the panel discussion on Cloud Communications in the enterprise at a pre-ITEXPO event sponsored by Interactive Intelligence.

Broadvox and Ingate: SIP is Here to Stay

February 1, 2011

To find out more, including how to overcome these obstacles, and also how to effectively deploy SIP Trunks, visit Broadvox (booth 606) on the ITEXPO show floor this week, and stop by Ingate's SIP Trunk-Unified Communications Summit, going on all week at the Miami Beach Convention Center.

Time to Trade in Plastic Campaign Signage for Social Media

November 2, 2010

The point - independent of any political views, as these unsightly displays of fiscal and environmental indifference are hardly limited to any single party - is that in today's age of electronic engagement and social media, this old fashioned strategy should have already become a historical phenomenon.

Asterisk Popularity Rises in Latin America

October 26, 2010

More specifically, he suggests that Asterisks' flexibility - and all the things that Asterisk can "be" allow telecom providers like 2N to introduce new services to their existing customers.

AstriCon 2010 Kicks Off with SRO Crowd

October 26, 2010

Today, I'm back at the venue as AstriCon 2010 kicks off, with a standing room only crowd at the opening session, Asterisk 1-2-3, where Jared Smith, Fedora project leader at Red Hat, began with a discussion of all the things Asterisk is, including a product for carriers and service providers.