Jim Machi : Industry Insight
Jim Machi

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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Citrix and Grasshopper Make a Good Pair

Citrix has many products - DaaS, NetScaler, ZenApp, SingleSignon and the GoTo suite of products: GoToAssist, GoToMyPC, GoToMeeting, GoToTraining, GoToWebinar, Podio...

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SBCs: A New Necessity for Service Providers and Enterprises, Part 3

May 29, 2012

Three weeks ago, I wrote about the benefits that Session Border Controllers (SBCs) can have for both service providers and enterprises. This week, I’d like to talk about some new applications that SBCs can help enable.

Traditionally, there have been  two general "use cases" for an SBC:

  • As an "interconnect" device located at the "peering" border, or Network-to-Network Interface (NNI), between interconnecting carrier network
  • As an "access" device, in which the SBC protects the edge of a service provider network and provides SIP trunking to an enterprise. 

The Mobile VAS Ecosystem

May 22, 2012

Last week in Thailand, Dialogic held an event for our APAC customers. Although Dialogic is evolving to provide more and more service provider infrastructure products like Softswitches, SBCs and mobile backhaul optimization solutions, the technology enabling part of our business continues to remain vital and important. As such, it was natural for us to hold an “Innovation Panel” where we got a mix of Value Added Service (VAS) solution providers, Dialogic GMs and an analyst to discuss the VAS ecosystem. APAC has always been at the forefront of innovative VAS applications, being the birthplace (on Dialogic enabling technology of course!) of CRBT, Mobile Radio, Voice SMS and countless other VAS applications. 

Real, Live Video Conferencing of Smart Devices on LTE, WiFi and 3G

May 15, 2012

Last week at CTIA, during a scheduled press conference on May 8th at 11:00AM, Dialogic demonstrated the future of video conferencing by tying together collaborative input including live people and video streams, on various devices, on various advanced networks, in a single video conference.

What is so special about this? Well, it’s believed to be the first public demonstration of its kind.

SBCs: A New Necessity for Service Providers and Enterprises, Part 2

May 8, 2012

In my blog from last week, I talked about today’s communications network environment and how Session Border Controllers (SBCs) are critical when it comes to interconnecting TDM and IP networks. This week, I’d like to talk about the specific benefits that SBCs offer service providers and enterprises.

Basically, there are many things that an SBC can do well.

Session Border Controllers: A New Necessity for Service Providers and Enterprises, Part 1

May 1, 2012

Today’s communications networking environment is rapidly changing and very complex. IP has become the new transport methodology for delivering voice and video services, while converged applications are growing quickly and video is expanding at exponential rates. More and more IP networks are being installed and used today as core networks, which until recently were considered "adjunct" networks connected to "core" TDM networks through gateways.

The Impact of $100 Smartphones

April 24, 2012

In last week’s blog I explored the surge in mobile data traffic. And when economical smartphones enter the scene, most likely throughout the course of 2012, the surge will simply continue. The IDC Asia “Confronting Telecom’s Network Challenge” report says, “Consumer behavior in these markets will be similar to that in mature markets. Consumers in mature markets have demonstrated an addictive nature to mobile applications…”

The Wireless Data Challenge

April 17, 2012

We’ve all read about the surge in wireless data traffic which has been happening for the past few years and is expected to continue going forward. You probably know people who own a smartphone and an iPad and a laptop and use all of those devices. Or you know people who are seemingly glued to their iPhones all day. So in your little world, you get it.

The Need for Data Speed: A Bizarre and Unexpected Trip to the Past

April 10, 2012

Last month, I was in Hong Kong for business. From an internet access perspective, I was expecting great things since Hong Kong has been a leader with internet access over the years. However; it turned out to be one of the worst internet connectivity experiences I’ve had in a hotel since the broadband era emerged. The hotel literally was at dial-up speeds for me.

The Over the Top Dilemma - Hug, Stiff Arm or Keep Enemies Close? Part 3

April 3, 2012

This blog series has delved into the Over the Top dilemma that was highlighted in the opening keynotes from Mobile World Congress which took place at the end of February. The dilemma for service providers is that they are competing in the area of communications services with the companies who are providing services on their data networks. And these services are taking revenue away from the service providers, who require CAPEX and OPEX to run the networks.

Last week, I explored at a high level what a service provider could do to compete, such as offering a unique twist to a value-added service. One area this could be in is the mobile video conferencing arena.

The Over the Top Dilemma - Hug, Stiff Arm or Keep Enemies Close? Part 2

March 27, 2012

Last week I delved further into the Over the Top (OTT) players competing with the service providers that their services are running on. I ended that blog with comments about service providers needing to “offer value” and a forward pointer here to this blog. So what can they do to compete with the OTT players?

1.  First of all, the service providers know how to really bill.

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