Jim Machi : Industry Insight
Jim Machi

Homeland Security and EU Remind us Companies are Not Cybersecure

In case the news of constant breaches isn't enough to inform you that most companies are not prepared for cyberattacks, recently, the...

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Fuze Touts Rapid Growth and Significant Samsung Partnership

Fuze is a global UCaaS provider – in business since 2006. Their average seat size is greater than 3,000 with 40% of...

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Infovista Ipanema SD-WAN Now With Nextgen Application Intelligence+ and Cloud-Native Orchestration

In an in-person interview, Ricardo Belmar, Sr. Dr. Global Enterprise Marketing, Infovista explained the company’s Ipanema SD-WAN has enhanced application intelligence as...

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CallMiner Makes AI-Fueled Speech Analytics a Reality

CallMiner allows organizations to extract intelligence from customer interactions,” said Scott Kendrick, VP of Marketing In an in-person interview. You may know...

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Omilia Conversational AI Expands into Cloud

Omilia is a software company focusing on customer service automation. They have an AI system commercially deployed at large scale. They handle...

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PCM Enhances Collaboration Portfolio

PCM is the 2.3 billion dollar a year organization you may not have heard of. They were once PC Mall – remember...

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Beware of New Zealand-Related Scams and Malware Campaigns

Please make note of this important warning from DHS: ---In the wake of the recent New Zealand mosque shooting, the Cybersecurity and...

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OTT and the Enterprise and the Impact on Service Providers

February 7, 2017



Service Providers don’t just provide services to consumer subscribers like you and me.  Service providers also provide a lot of services to enterprises. And the revenue derived from these services, such as text messaging, other messaging, and voice services, has declined as data usage has soared, the same trend they saw with consumer subscribers.  With data usage comes data apps that provide these services for “free” (though the subscribers are paying for the data usage).

Benefits of a Hybrid SFU-MCU WebRTC Architecture

January 31, 2017


Multipoint control unit architectures are ideal for when compute and bandwidth are limited and there is a need for interoperability with disparate networks, but come at a cost of high server load and limiting video layout. On the other hand, selective forwarding unit topologies are ideal for high server performance and maximum flexibility for the client UI but come at a cost of requiring all connecting clients to share the same codec, frame-rate,

A hybrid-SFU/MCU topology allows for the media stream to be delivered based on the preference optimized for the individual client.  For example, in cases where the client is a mobile or SIP device the media server can deliver a single MCU-type mixed stream.

WebRTC SFU Architecture = Champion of Large Scale Video Conferences

January 24, 2017


Whether it’s one bad connection degrading the quality of the entire conference, or problems with the underlying media server or conference call architecture, a poor conferencing experience is avoidable. For large scale video conferences, the Selective Forwarding Unit (SFU) architecture may be a good way to go.

SFU is a topology allowing for clients to send their encoded video stream to the centralized media server where it is then forwarded/routed to the other clients. The SFU topology is an attractive approach to addressing the server performance issue, as it doesn’t involve the compute expense of video decoding and encoding.

WebRTC MCU Architecture - All For One And One For All

January 17, 2017



The conferencing market is huge. It was expected to be over $2B in size in 2016.  And with good reason – it fulfills a business need to talk to, and interact with each other through voice and video and various collaboration techniques such as whiteboarding.  But we’ve all been on large conference calls at work where people are added and then you can very visibly tell that the performance had degraded. 

IoT + Real Time Communications = Internet of Real Time Communications

January 10, 2017



Over the summer, I wrote about how Internet of Things will sometimes need to merge with Real Time Communications.  Dialogic even created an infographic on this concept.  Let me explain more since I’ve had a few questions come in since then.

IoT in its simplest form is basically sensors sending data. 

VoWiFi and Value-Added Services

January 3, 2017

Skype for Business, Google Hangouts, various other so-called Over the Top providers, AT&T, Sprint, T-Mobile, Verizon - they all offer VoWiFi.  And it is expected that VoWiFi minutes are going to surpass VoLTE by 2019.   So if you are a provider of value-added services to the mobile providers, VoWiFi support needs to become part of your offering.

There are many implications and technical hurdles to overcome to make this happen. 

Contact Centers - Where is it now, and what's next?

December 27, 2016

With IVRs, many of us understand that when we make a call, we may not even actually talk to a person. We may be talking to a computer.  And we totally accept it.  The computer voice will be the onramp to some database and find us the answer. 

Airlines Fly Over Contact Center Expectations

December 20, 2016



Last week, I talked about the different contact center channels. I mentioned that airline contact centers do a good job of keeping up with customers’ demands and expectations of communication.

Many of us travel quite frequently so just looking at how an airline operates is a great example of a modern contact center.  Right now as I write this, I am in the middle of an intercontinental trip. 

Comparing Contact Center Channels

December 13, 2016

The contact center has always been technically innovative.  The quest to both improve customer service while reducing expenses at the same time, while potentially oxymoronic, gets pulled off in this space because of technical innovation.  In fact, the contact center used to be called a call center, because, well, the only way to contact one, or to have one contact you, was to place a phone call.  Contact centers were one of the first industries to really embrace IP communications because of this very reason. 

Scoring My 2016 Predictions

December 6, 2016


This is the time of year I typically grade myself on the predictions I made this time last year.

NFV: I predicted that we’ll see someone claim that they have implemented an NFV network, but I also said that it will be hard to believe that it would all be able to happen in 2016 because of the MANO interop.  As far as I know, no one has made an NFV network claim, but MANO interop is still a mess.  So I get a B here, even though I’m going to appeal to the teacher to give me an A, because I was really right.

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