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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Everyone on the Planet has a Mobile Phone? Possibly. Italy has an Insight.

April 19, 2011

When I read analyst reports, and I tend to read a lot of them (even when I’m not trying to get to sleep), I keep seeing that at some point in the near future, mobile phone / connected device penetration will surpass the amount of people on the planet.  That’s a lot of devices. What’s behind that?

When is the Bus Coming and How Does that Relate to Innovation?

April 12, 2011

When I travel into New York City, I typically take the bus.  Since I don’t memorize the schedule, I go online to get it and show up around the time it’s scheduled to come to my stop.  The last time I went to New York though, the bus was late.  And I was getting nervous I was going to miss my meeting. 

State of Natural Speech and Italy

April 5, 2011

Last week, I had the opportunity to attend and speak at InteractiveMedia’s Speech Workshop in Rome.  Speech recognition has become much more mainstream and accepted in the past 5 years, due mainly to the industry making huge strides in getting speech recognition to work, and also frankly to it being more ubiquitous, such as in cars, so people are more comfortable with it. 

While I used to be very embedded in the speech scene, I haven’t been lately. 

A Unified Communications Outlook

March 29, 2011

Last week, we held a small event with some of our key Unified Communication partners.  We invited Jim Burton from UC Strategies to speak to the group, who by the way this week is running his own UC Strategies conference in La Jolla.  While readers of my blog know that I spend a lot of time discussing mobile communications issues and thoughts, some readers may not know that Dialogic has been a huge innovator with IP and unified communications over the years, ranging from being involved in the first VoIP gateway in 1997, to enabling many unified messaging solutions around the same time, to driving pure IP-based handsets in the early 2000’s and to working closely with enabling the various “unified communication hubs” from the large vendors.  We have been at the forefront of this incredible innovation and continue to participate actively in it as it’s still a significant part of our business today.

South Africa and Bandwidth Optimization Techniques

March 22, 2011

Last week, I was in Johannesburg for the Mobile Network Optimization Africa conference, where I spoke on techniques for removing bottlenecks from wireless networks, specifically in the backhaul part of the network.  South Africa is interesting in this regard since if you look at the latest Cisco Visual Networking Index (VNI) report from February 1st, South Africa is expected to be one of the leading countries (in a few years) when measuring average mobile network connection speeds, which means the mobile network can handle more data, which is good, but may also mean trouble for congestion within the network.

The conference was interesting since it looked at optimization of all aspects of the network, from the backhaul part as I mentioned above, to the optimization of the spectrum, optimization of the antennae technologies, optimization of network performance and coverage, load balancing, WiFi offload, and of the new networks such as LTE. 

Prepaid Mobile Internet Services

March 15, 2011

I will be going to Singapore in a few weeks for the Telco Strategies 2011 conference, and I always like going to Asia since the mobile market is different than the US market.  For instance, one difference that’s important to understand is how people pay for the usage of their phones.  In the US, people predominately pay by monthly fee subscription.  And outside of Korea and Japan in APAC, people predominately pay in a prepaid mode. 

N-1-1 Services and Their Evolution

March 8, 2011

Why am I writing about “boring” N11 services?  Well first of all, I used one a few weeks ago that I hadn’t used before (511) and it proved really useful.  And it got me thinking about them and where they could go.  Some of these N11 services are forms of  value-added services and mobile value-added services, and have good growth potential.

Where Do I Stand with Net Neutrality?

March 1, 2011

In last week’s blog, I explored the “free” part of the Net Neutrality issue.  In this week’s blog, I want to explore the wireless internet, since as the wireless capabilities increase, we are getting more and more of a broadband experience wirelessly.

In the wired broadband world, a throttling of content would be frowned upon. 

What's Going on with Net Neutrality?

February 22, 2011

Net Neutrality is a hot topic in the United States.  Essentially, it means “let the internet be open” and let whatever it’s used for, whatever is connected to it, etc. happen as long as it’s lawful.  The FCC has rules regarding the internet and they are designed to prevent content discrimination on the Internet. 

Mobile World Congress Overview

February 17, 2011

On February, 1st, I wrote a Mobile World Congress preview blog and said I expected to see Mobile Backhaul at the show.  Here I am at the last day of the show, and I want to tell you about the major themes I’m seeing.

First and foremost, the major theme is mobile broadband optimization, which includes mobile backhaul as one of the improvement mechanisms.  

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