Jim Machi : Industry Insight
Jim Machi

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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Birdstep Improves Wireless User Experience, Reduces Churn

A smartphone user can get tripped up easily when in motion as today’s smartphones look for WiFi networks to connect to and...

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Why the Fax Isn't As Outdated As You Think

April 15, 2014

I wrote a blog about faxing a few months ago and got an overwhelming response. Got some comments via email and to the blog, and these  comments could basically be boiled down to one question: Why do people still fax? People pointed out that there are now replacements for the fax, like electronic document signing programs.

So let me put the “why,” as I see it, into a few big-bucket categories.

1.  

Less is Better than None: How WebRTC Helps Carriers

April 8, 2014

Almost everyone knows that telcos’ mobile voice and messaging revenue is declining. With 3G offering a mobile on-ramp to the Internet, OTT services have been proliferating on the data channel and carving out revenue in this area. Ever since that trend started, carriers have been trying to protect their revenue and avoid becoming just a mobile bit pipe to the Internet.

The quest for additional value-added services – services carriers can offer that OTT players can’t – continues.

Recap: TADMeetup NJ 2014

April 1, 2014

Last Thursday night, Dialogic hosted a TAD (Telecom Application Developer) MeetUp for New Jersey, which was organized and run by Alan Quayle. Approximately 25 folks attended and we covered some interesting topics like WebRTC, what it really means and when it will be ready and virtualization.

One key topic was NFV (network functions virtualization).  As readers of this blog know, I am a proponent of NFV.

The New NGN

March 25, 2014

Next-generation networking (NGN) is an overused term.  I’ve been in this industry a long time, and NGN comes around and around and around.  I’ve seen it used in the enterprise to describe moving from 1Gbps to 10Gbps, and now it’s being used to describe the movement to software defined networking (SDN) and network functions virtualization (NFV). But the most accurate usage describes TDM and IP unification. 

Why are 2G and 3G Subscriptions Growing?

March 18, 2014

We all hear about LTE this, LTE that. That’s for good reason, given that LTE subscriber growth is expected to have a compound annual growth rate of more than 50 percent for years to come, which is driving a lot of device and infrastructure spending. Global LTE subscribers number in the hundreds of millions today, and by 2018 the subscriber base will have surpassed one billion subscribers. Those numbers are staggering and impressive, but they’re nothing compared to 2G and 3G.

MWC: Hypocrisy about NFV?

March 11, 2014

Two weeks ago, I wrote a blog about my initial thoughts on Mobile World Congress. Even today, I am still surprised by the lack of WebRTC messaging at MWC. But of the themes I talked about in that initial blog, NFV stood out as the week went on.  And I started asking myself some questions.

An SBC is not required for a WebRTC Gateway

March 4, 2014



A session border controller (SBC) is not required for a WebRTC gateway. That might be a strange statement considering most of the industry has assumed an SBC is necessary for successful WebRTC scenarios. Why would the industry make that mistake? Because an SBC is basically an IP-to-IP translation node, and the WebRTC and SIP worlds are both in the IP realm.



The Internet of Things and Other Major Themes from MWC 2014

February 25, 2014

Mobile World Congress is buzzing along. It is a mass of mobile communications humanity, all crisply dressed and swiftly moving along like a flash flood in an Arizona wash through both the Barcelona subway system and the venue at the Fira.

The 2014 Mobile World Congress theme is “Creating What’s Next.” That’s a good theme, but so far, I didn’t see anything unexpected in terms of “next.”

Overall themes I’ve seen on my first day of the event:

The Internet of Things and Other Major Themes from MWC 2014

February 25, 2014

Mobile World Congress is buzzing along. It is a mass of mobile communications humanity, all crisply dressed and swiftly moving along like a flash flood in an Arizona wash through both the Barcelona subway system and the venue at the Fira.

The 2014 Mobile World Congress theme is “Creating What’s Next.” That’s a good theme, but so far, I didn’t see anything unexpected in terms of “next.”

Overall themes I’ve seen on my first day of the event:

The Shazaam! of SS7 - SIP Signaling

February 18, 2014

We’ve been getting a lot of interest in signaling gateways, especially as they relate to SIP. A signaling gateway is similar to a media gateway in that a “conversion” occurs. In the case of a media gateway, there is some kind of voice or video media conversion, usually from one type of codec to another. And typically these involve a signaling conversion in addition to a media conversion.

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