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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The Top Five Tips for Transforming Your Legacy Switching Environment

July 8, 2014

Softswitches, once bastions of the “new” IP telecommunications environment, are now regarded as legacy equipment in some circles. Replacements to full IP multimedia system (IMS) environments are still in full swing, but that takes capital and operational expenditures (CAPEX and OPEX). Upgrading your old softswitch to a modern one can be a better way to go for many carriers. Why?

NFV and SDN: Diameter Signaling Controllers Join the Best of Both Worlds

July 1, 2014

 

In the Heavy Reading white paper, “Control Plane Orchestration: The Evolution of Service Innovation Attributes,” analyst Jim Hodges writes that the telecom industry has never before simultaneously experienced two foundational disruptive technology trends that are complementary. What is he talking about?

TADHack: Adding the Human Element to Communications

June 24, 2014

A few weeks ago, I attended a new developer show in Madrid called TADHack. It’s a smaller event and very different from the average conference. As soon as I walked into the venue, I noticed this weird green hue, kind of like I was in the Wizard of Oz. It had the feel of a nightclub, which was fitting since the developers were hacking late into the night.

TADHack is geared toward communications and voice developers, particularly over-the-top (OTT) communications app developers.

Wi-Fi Offload/Roaming Part 3: Diameter and LTE Interworking Is Crucial

June 17, 2014

In my last blog, I discussed the architectures needed to roam between Wi-Fi and 3G/4G networks. In order to enable interoperability between the different architectures, a mediation and interworking platform is required to support the different scenarios in which RADIUS, Diameter and SS7 are used.

RADIUS is critical for interworking with Wi-Fi networks. Authentication and authorization of roaming subscribers is performed through RADIUS messages over an inter-operator interface between the visited network provider and home service provider.

Is WebRTC for Real or Not?

June 10, 2014

57 percent of respondents to our WebRTC Impact Survey have WebRTC solutions already in development.

Next week, Dialogic will head to Atlanta for the WebRTC Conference & Expo.  While there are many WebRTC-focused events out there offering demos and expert advice, I consider this one to be the best.  So as we prepare for this year’s Expo, now is a good time to ask: Is WebRTC for real? 

Wi-Fi, 3G/4G Roaming and Interworking Architectures

June 3, 2014

In a recent blog, I discussed Wi-Fi roaming and the wireless roaming intermediary exchange (WRIX), which is similar to an internetwork packet exchange (IPX) for Wi-Fi roaming. The WRIX is broken down into three levels that cover the various interactions needed between operators to support roaming.

The first level, WRIX-i (interconnect), specifies the interface between the visited network provider (VNP) and the home service provider (HSP). WRIX-i requires the use of RADIUS authentication, authorization and accounting (AAA) procedures and some specific attributes associated with access and accounting services.

Wi-Fi, 3G/4G Roaming and Interworking Architectures

June 3, 2014

In a recent blog, I discussed Wi-Fi roaming and the wireless roaming intermediary exchange (WRIX), which is similar to an internetwork packet exchange (IPX) for Wi-Fi roaming. The WRIX is broken down into three levels that cover the various interactions needed between operators to support roaming.

The first level, WRIX-i (interconnect), specifies the interface between the visited network provider (VNP) and the home service provider (HSP). WRIX-i requires the use of RADIUS authentication, authorization and accounting (AAA) procedures and some specific attributes associated with access and accounting services.

OTT is / is not a threat to interconnect carriers

May 27, 2014

Two weeks ago, I traveled to Chicago to attend International Telecoms Week (ITW), the annual meeting for the wholesale telecommunications community. One morning, I was reading the show news daily and sipping my morning coffee when I came across an interesting article. It was about whether the wholesale market thinks over-the-top (OTT) technology is a threat or an opportunity. The article cited a Capacity Magazine survey that showed 82 percent of the wholesale market leaders surveyed see OTT as an opportunity.

LTE Is Not the Answer - But WiFi Might Be

May 20, 2014

Right now, LTE is in its heyday. Carriers are doing all they can to expand coverage and improve speeds, and those lucky enough to be using it probably experience great service. But as mobile data use increases, that honeymoon period will end as networks get clogged and overloaded.

As that happens, WiFi networks will become an increasingly important way for carriers to improve coverage and capacity.

Could WebRTC Initiate Changes In the Contact Center?

May 13, 2014

Last week, I introduced some cool goings on in the contact center, such as cloud, smartphones and video. This week, I’ll finish my thoughts about how the contact center will continue to morph.

Integration of social media is also becoming more critical. If there’s outrage over a product defect social media can give you a read on that backlash so you can take appropriate action.

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