Jim Machi : Industry Insight
Jim Machi

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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Country Music and Wi-Fi Offload

April 21, 2015


This past Sunday night I attended the 50th annual Academy of Country Music (ACM) awards, hosted at the AT&T Stadium outside of Dallas, Texas.  If nothing else, this certainly represented the most cowboy boots in one place I’ve ever seen.

So why am I writing about this?  Well, I have AT&T service and as I approached the stadium I got a text message that said “AT&T Wi-Fi is active near your location.


The NFV End Game Part 2

April 7, 2015

If it’s true that NFV will end the “end-to-end solutions coming from a single vendor” and usher in the “best of breed” approach, then it means significant changes for this industry.  Some large players that have end-to-end solutions will need to change if they want to survive.  This is easier said than done.

First of all, assume some of what the large players have is “best of breed”. 

The NFV End Game and Ushering in a New Wave of Players

March 31, 2015

The clock is ticking and it’s about to strike midnight.  NFV will usher in an era of change for the telecom industry yet again.  The players will change, just like they changed with the ushering in of VoIPNortel is no more, Alcatel and Lucent merged, and Cisco, Microsoft, Oracle, Apple and others emerged as huge telecom players.

SmartPhoneMan and His Interaction with Media Servers on St. Patrick's Day

March 24, 2015

Last week we made it about halfway through SmartPhoneMan’s day.  Let’s finish his day.  Right now, he’s in a rush to get home for the fantasy baseball draft.  Everyone is scattered across the country and uses different methods to call in – people call in from POTS phone, though not as many as the year before, some are on a laptop at home, some have a nice tablets on LTE networks, some are on cellphones, and a few have smartphones over Wi-Fi at a coffee shop. 

Media Servers and St. Patrick's Day

March 17, 2015

Last week I wrote about the important role media servers play in the network.  Today is St. Patrick’s Day and let’s see how SmartPhoneMan interacts with Media Servers. SmartPhoneMan is just like you and me.  He keeps a smartphone on him all the time and has interesting apps downloaded that he thinks makes his life better or allows him to stay in touch more easily. 

Media Servers Will Play an Increasingly Important Role for Telco Apps

March 10, 2015

Media servers play an important role in enabling many of the real-time communications applications many of us use every day.  When you retrieve a voice mail, have an email read back to you while in the car or get on a conference call, a media server is involved.  Media servers provide the back-end voice and/or video transcoding to/from different networks or to/from different endpoints, play/record, mixing of voice and/or video into mashups or conferences, echo cancellation, text to speech and speech to text, text/picture overlay and simple digit detection to name some of the functions of a media server.

In other words, they enable interactive communication applications.

The MWC 2015 Reality

March 3, 2015

A month ago I wrote a blog about what I’d expect to see at Mobile World Congress.  At that time, I expected to see 5G messaging, NFV, some VoLTE and video.  So how did I do?

Based on being there just on Monday, and based on the fact that I don’t have time to go over to the smartphone and overall consumer gadget area and see what is going on there, and that I’m focusing more on infrastructure, I feel the following is what this MWC is about:

  1. VoLTE messaging is pretty large.

Why Carriers and WebRTC Don't Have to be the Same Magnet Polarization and Can be Partners Part II

February 24, 2015

Last week, I started exploring why WebRTC is interesting for carriers and wrote about extending existing applications with WebRTC to keep the offerings fresh.   But WebRTC may also be a way to compete with OTT apps that are riding on top of their network.   Apps that are free and don’t provide revenue to the carriers.  These apps have taken important value added service revenue away from the service providers, which have been estimated from Ovum to be in the billions of dollars and a few percentage points of overall revenue. 

Why Carriers and WebRTC Don't Have to be At the Same End of the Magnet Part 1

February 17, 2015

 

While WebRTC seems to be emerging as an enterprise play, because of it’s contact center enhancement capability, I’ve been asked more than a few times why WebRTC might be good for service providers or carriers.  This is an especially important question with Mobile World Congress looming.  In fact, in the Dialogic booth we will have some IMS and VoLTE product demonstrations, which you might expect of us at Mobile World Congress, but we’re also having a demonstration involving WebRTC. 

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