Jim Machi : Industry Insight
Jim Machi

Yamaha Brings Audio Expertise to UC

"People don't always understand the value of audio in meetings," said Randall Lee, Director Strategic Channel Marketing at Yamaha Corporation when speaking about the...

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Cyara: Don't Forget the Customer Experience in Digital Transformation

As companies embrace digital transformation (DX), they shouldn’t forget about the customer experience (CX) says Elizabeth Magill, Senior Director, Product Marketing at...

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Stack8: Achieving the Promise of UC and UCaaS

When it comes to UC, quite often, integrators leave when a system is technically up and running, not when it is optimally...

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Hate Calling Companies? 10 Digit Communications Has the Answer

And that answer ironically is, not to answer - by voice anyway... If you have kids, are a kid or know kids (I...

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ZaiLab Powers the Contact Center via AI, ML and AWS

The breathtaking pace of technological innovation has meant that companies have been able to punch beyond their weight class. In other words,...

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Pareteum Lets Carriers and Companies Quickly Integrate Global Mobile Services

Abstraction in tech adds value. Look no further than portable document format or PDF for an abstraction format for documents that revolutionized...

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What's the Story Behind the Sangoma Digium Deal?

  I’ve been asked 2 main questions since it was announced that Sangoma was buying Digium.  First is “what’s the real story?”  ...

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Using Chat Programs for Payments

September 12, 2017


Mobile payment has been around for some time.  In some cases, there are mobile apps you can download from your bank, allowing you to do with your smartphone whatever you can do online.  There are also services like PayPal for person-to-person or person-to-business payments and mobile wallets such as Vodafone’s m-Pesa, which is branchless banking.

But there is an increasing trend to use chat platforms to perform financial transactions. 

IoT and Real-Time Communications Convergence (Part 2)

September 5, 2017


In my August 15th blog, I introduced a whitepaper we have about IoT and Real-Time Communications.  I’ve gotten a few comments about that blog and whitepaper along the lines of “I hadn’t really thought of that” to “it’s inevitable.” The reason Dialogic wanted this whitepaper and is making it available are for those very reasons – to get people to think about what might be possible.  Our industry knows real-time communications very well and there is opportunity for us to grow there.

The graphic above shows potential intersections between IoT and video real-time communications. 

How Will Artificial Intelligence Be Used In the Contact Center?

August 29, 2017

As I have written about many times before, contact centers have always been at the forefront of technological innovation.  That is because they are driven to both reduce costs while increasing customer service. That is why IVRs, speech recognition, remote agents, and VoIP, to name a few, have become entrenched in the contact center.

A natural evolution from an IVR is utilizing AI and chatbots.

IoT and Real-Time Communications Convergence (Part 1)

August 15, 2017

At first glance, it might seem oxymoronic that IoT and real-time communications would converge.  I mean, IoT is all about sensors reporting information right?  I would say yes, mostly right. 

MVNO's Need Their Own Infrastructure To Differentiate

August 8, 2017

Mobile Virtual Network Operators (MVNOs) are increasingly investing in their own infrastructure. Why?  Because running on someone else’s mobile network and trying to differentiate via marketing / branding isn’t good enough anymore.  So MVNO’s are putting in some of their own infrastructure to use with the host network to create functional differentiation in addition to the marketing differentiation.

Future of the Multifunction Peripherals (MFP)

August 1, 2017



MFP’s (Multifunction Peripherals) take up valuable real estate in an enterprise office environment.  As the world goes more digital and more green, it stands to reason that there will be less printing, less scanning, and less faxing. But they will remain essential to the office for when you do need to print, scan, or fax. So, what can you do with them to maximize the real estate?

WebRTC for Business People - Update

July 25, 2017


Three or four years ago, when WebRTC was still a strange concept, Tsahi Levent-Levi wrote a paper called “WebRTC for Business People.” That paper helped a fledging community of application developers, vendors, service providers, and enterprises understand WebRTC.  He has updated that paper now in 2017 and you can obtain it here

There are quite a few nice tidbits in that paper, one key one being that WebRTC as a spec is still being standardized at the W3C and IETF.  

Unified Communications in the Cloud

July 18, 2017

A couple of weeks ago, I explored the migration to Unified Communications and gave my point of view about how the migration is somewhat determined by economics and the fact that enterprises have already set in place communications systems that have been paid for and work.  But let’s say that you as an enterprise have determined the time is right to move to UC.  Should it be premise-based or cloud-based?   Some enterprises are worried about losing control and want on-premise equipment. 

What Should the Next Generation SBC Be Able to Handle?

July 11, 2017

It’s strange to be writing about a next generation SBC, given that it seems only yesterday that SBCs came to the fore.  But alas, SBCs have been around for over 15 years now. The original SBC functions that were there to support peering for IP – IP networks, such as connectivity in the form of IPv4-IPv6 interworking, NAT traversal, and SIP protocol translations and security in the form of DoS support, toll fraud, signaling encryption, and packet protection are still very much important, but the SBC has been asked to do more these days.  So if you have an SBC from the “old days” it’s likely not pulling its weight.

Unified Communications Murkiness

June 27, 2017

Everyone is talking about UC these days.  But what is it?  And why hasn’t everyone deployed it yet?

First of all, UC is a murky topic.  Unified Communications at it’s most basic level is voice, email and presence/IM capability in an application. 

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