Part 1 of the 10 Business Lessons from Volleyball can be found here. In volleyball, the only play you control yourself is...Full Story »
"Australian-owned IP PBX systems company, Vixtel, has completed the acquisition of Silicon Valley based glass phone developer, CloudTC, for an undisclosed figure,"...Full Story »
In a recent meeting with William Toll and Pete Johnson of ProfitBricks, the pair were ecstatic to explain how their company has...Full Story »
By Thomas Fuerst, Senior Director, Multimedia Solutions MarketingAlcatel-Lucent
Monitoring and analyzing network data proactively saves operators time, money, and customers.
When a network service fails, it makes headlines, ticks off customers, and costs that network operator money. When a failure is headed off in advance, on the other hand, there might not be praise-laden headlines, but it's newsworthy nonetheless.
The traditional approach to customer care has typically been: a disgruntled customer calls customer service and complains of a service interruption or problem; the rep, learning of it for the first time, sends out a technician the next day, and eventually finds a resolution. Often, customers are left feeling put out, and the operator has spent significant time and money resolving the problem. Even worse is the customer who doesn’t call and just feels this is ‘typical’ of their network experience. That is a customer at risk of leaving.
Proactive care flips this dynamic on its head by using predictive analytics to identify potential outages or errors in the network and stop them before they occur. It consists of three main parts: one, constantly monitoring and measuring data on the network; two, real-time analysis of the data; and three, the most important, acting on that analysis to fix the problem.Full Story »
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Phil Edholm from Avaya did an incredible job wowing the audience with Avaya's vision for the future of collaboration at the ITEXPO West 2010 Avaya Flare Keynote in Los Angeles. During the presentation social collaboration, business process and tablets came together to keep us all pumped as we learned about the future of communications.