Jim Machi : Industry Insight
Jim Machi

10 Reasons why CurrentC Will Lose the Mobile Payment War

By now, most of us have heard that retailers such as CVS allowed NFC-based payments for a few days via Apple Pay...

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Why E-Mail Sucks and How to Make it Smarter

Many of us live in email. I get hundreds per day and I need almost every message. I am also a source...

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The Contact Center's Seemingly Oxymoronic Play: How to Decrease Costs Yet Improve Customer Service

I was recently asked to talk to some of our many contact center customers about the new contact center trends.  It...

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The New Facet of Customer Experience Management - Field Service 2.0

By: Rhodo Odysseos, Product/Solution Marketing, Alcatel-Lucent, and Jess Verbruggen, Motive Integrated Marketing Assistant, Alcatel-Lucent

Traditionally, communications service providers (CSPs) have treated the field service aspect of their organization as a cost center. Field technicians engaged in maintenance activities were simply a part of the cost of doing business.  More recently, the communications industry in general and the field service arena in particular, has been disrupted by immense changes in the customer profile, service expectations, and behaviors.

Field service is often the only face of the company that a customer will ever see, so it’s not a surprise that CSPs are striving to make a positive impact on customers in this realm. Achieving full potential in field service saves CSPs a lot of time and money. Productivity and efficiency reviews targeted at field service operations, done correctly, can reinforce other areas of the business by increasing customer satisfaction and improving safety and quality. 

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Amazon Fire Phone Should be a Laptop

I’ve written a lot of headlines in my life but this one is among the oddest. Why on earth does a phone...

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Apple Pay Vs. Google Wallet

Replacing credit cards can likely only be done if the new system is dead-easy to use and it moreover has to be...

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Signaling Offers Great Differentiation for Mobile Value-Added Service Offerings

We’ve all heard that some Value Added Services (VAS) revenue such as Short Message Service (SMS) are starting to decline in...

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Just in Time for the Holidays...Fast, Fast , Fast , FAST!!

December 7, 2011

The Future Premise Network, Part 2

December 6, 2011

Last week, I level-set on what a typical Premise Network might look like today. Advanced networks, including mobile networks, are impacting the definition of the premise though and so this “typical” concept is evolving rapidly.  More and more people are connecting to the enterprise network via mobile devices, even on mobile devices the IT people wish they wouldn’t connect with.  But customer desire is overwhelming the IT people and these devices are coming to the enterprise networks, whether IT managers like it or not. 

The Future Premise Network, Part I

November 29, 2011

Two weeks ago, I presented at the US Telecom Voice Innovation 2011 Conference on the topic “The Premise Network.”   While it might not sound so interesting, the Premise Network is undergoing much change because work is not just a place to go anymore, it’s a state of mind.  The talk was mostly about the future of the premise network, but before I got to that, I needed to level set on what a typical premise enterprise network might look like.  In my estimation, “typical” means there is likely still a traditional TDM network, but only because it’s there and exists and IT doesn’t want to rip it out and remove it, and there is a VoIP network as well.  There is no doubt that on most enterprise networks, VoIP is there and is either the lead communication network overall, or major pieces of the enterprise network have been totally VoIP enabled. 

My iPad, One Year Later

November 22, 2011

About a year ago, I got an iPad to use at work.  About a month after I got it,  I predicted I wouldn’t use it too much since I found the iPad great at consuming content but not creating content.  And I create a lot of content, for instance this blog (yes, this is content to some folks).

Now that the holiday season is upon us and many people out there will be finding iPads in their stockings, I figured I’d tell you how in fact I used mine. 

Mobile Payments and the Role of SS7

November 15, 2011

Back in June, I wrote a blog about mobile commerce and using your phone to pay for services, or using your phone to enable mobile banking.  These are all huge growth opportunities for the industry. 

I wanted to follow that up with some comments about how this works. 

Pure Kryptonite for SMS?

November 8, 2011

The last few months, I have been thinking a lot about SMS.  We’ve had customers deploy and develop voice and video SMS solutions, which are innovative in their own right, and we’ve seen what Twitter can do.  But at a very high level, what is the future of SMS?  

Smartphones and Aliens: Why Does This Not Compute?!

November 1, 2011

Given Halloween was just yesterday, and some Aliens came to my door to get candy, it got me thinking…

When you look at the picture below, the takeaway should be – WOW, there are A LOT of smartphones in the United States.

Keep this fact is in your head.  You may also know that seemingly most UFO sightings occur in the United States. 

The Land (and soon to be land) of the Mobile Internet

October 25, 2011

Last week I visited Japan and China.  Japan truly is the land of the mobile internet, as pretty much all 120M mobile subscribers are on 3G now, with something like 25% of mobile subscribers expected to be on LTE by 2015.  It’s interesting having great mobile internet connections.  One of my colleagues was using an iPhone and got great connectivity, at faster rates than he was used to in the US.  

Russian Winter in Early October and Italian Bling

October 18, 2011

In early October, I visited Moscow to attend Capacity Russia and CIS.   Everyone I was with kept telling me it looked like a regular Russian winter day (except it wasn’t cold ).  See the picture above and you get the idea.  Red Square was more than I expected and I was particularly impressed with the memorial to WWII soldiers just off the Red Square. 

Which FoIP Codec is Best? The Definitive Answer

October 11, 2011

On July 19th, I wrote a blog about Fax and FoIP and the cloud, and I got a few questions in regarding which codec to use when FoIPing, T.38 or G.711.  And since Dialogic just wrote a white paper called “Considerations for Using T.38 versus G.711 for Fax over IP.” I was ecstatic that I’d have a short answer.

Before we get to the simple answer, it’s important to understand a few things. 

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