Jim Machi : Industry Insight
Jim Machi

May 2018

You are browsing the archive for May 2018.

ChatBots are Marching

May 28, 2018


Chances are you have talked to a Chatbot and didn’t even know it.  Like most contact center innovations, Chatbots have been driven by the oxymoronic need to both reduce costs and provide better service.  And as speech recognition and text to speech programs and computing power have both improved and come down in cost, the advent of computer driven speech into the contact center occurred.   In fact, right now, both Google’s and Microsoft’s speech recognition claim to be 95% accurate, which happens to be as accurate as a human brain.

Why is the PSTN Long Tail So Long?

May 22, 2018



Even though VoIP and IP communications in general is now dominating all landline communications, why is the PSTN still there?  Why doesn’t it just “go away”.   After all, there have been discussions about the PSTN sunset for at least the past 8 years that I know of.  This is mostly  driven by how hard it is to service the old equipment and that fact that new services we are used to using on our mobile phone wouldn’t possible with the current PSTN.  

As an enterprise, why you should care about 5G

May 15, 2018


As an enterprise, why should you care about 5G?  I mean, after all, it means new phones, new bring your own device, new payment plans, etc.  A potential headache since all the other new mobile improvements have inevitably meant that to the IT manager.

However, let’s think about this a little differently. 


Characteristics of an Enterprise SBC

May 7, 2018

 

 As enterprises move to IP voice services and SIP Trunking, enterprise SBCs are required as a border element to protect the enterprise network from the outside IP network it is connecting to.  And that enterprise SBC will likely be connected to a PBX, so there are requirements, beyond network to network peering SBCs that demarcate two service provider networks, that an enterprise SBC will need to have.  

Is Texting Still Growing? Depends.

May 1, 2018





Two weeks ago I wrote about fax, last week I wrote about voice and this week I will write about text.   While most of us have “heard” that texting is decreasing, it’s important to understand what the definition of texting is in that context.  Sure, text in the context of carrier based person to person SMS texting is declining.  But if you add in the various incarnations of the text “substitutes”, or messaging apps, such as WhatsApp, Facebook, Apple Message, Skype, Jabber, HipChat, etc.



Featured Events