ITEXPO Blog
| The ITEXPO blog is where you can view the latest news and happenings at TMC's leading VoIP conference.

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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Thoughts on Alcatel-Lucent

February 8, 2013

One of the greatest challenges incumbent companies face is the ambivalence and corporate politics incumbency breeds and it only gets worse in what we call the age of acceleration where competitors arise faster and technologies shift more quickly than ever. Nortel, NSN and Alcatel-Lucent are all companies who enjoyed decades of leadership in the carrier market and in the process decided to provide generous benefits for their workers which would eventually help make them uncompetitive.

There is more to it - in the late nineties, Lucent acquired companies so quickly that its workers didn't know exactly who did what. Nortel too made a great deal of acquisitions.

Dell+Microsoft=Apple?

February 5, 2013

Dell is in a mind-bogglingly large long-rumored deal to go private worth $24 billion and of note is business partner Microsoft has decided to invest in the company which has struggled for many years. The company still has strength in the data center market but the PC space is facing a major challenge from the smartphones, the iPad and other tablets.

Dell tried to go upmarket with its Adamo line realizing Apple was a threat due in-part to its superior computer designs but the strategy fizzled. In the past, Dell also tried to come out with a device in the PDA space only to see the market erode as it launched because smartphones became more desirrable.

John Sculley Takes Stage at ITEXPO, Startup Camp7

January 31, 2013

ITEXPO Miami 2013 and Startup Camp7, Waiting for Sculley

January 31, 2013

It's the second day of ITEXPO - I am at StartUp Camp7 listening to startups pitch the audience and panel on why their applications are the best. The founder of ProtegGO is speaking right now - he seems to have the audience interested. The idea behind the app is tthat a few minutes can save lives in an emergency. the app alerts 15 people in the event of an emergency.

Telefonica Looking for Channel Partners to Crack U.S. Market

January 31, 2013

I met with Telefónica along with some other media analysts at ITEXPO just a few moments ago. At ITEXPO Telefónica is announcing they are launching a channel partner program. Telefónica has a very strong presence in South America and Europe, but now they want to come to the U.S. market.

ITEXPO Future of Cloud Panel Pic

January 31, 2013

Win This Jeep Friday at ITEXPO Miami 2013

January 31, 2013

Add-on Makes Microsoft Lync Feature-Complete to Compete with PBXs

January 31, 2013


Yesterday, at ITEXPO I met with some representatives from Bressner, a German-based company with some interesting add-ons for Microsoft Lync. Now targeting the U.S. (English website) their Lync add-ons add some powerful features to Microsoft Lync that help make Lync have feature-parity with PBXs, allowing enterprises to use Lync as a PBX replacement with no compromise.

Bressner's Dr. Klaus Zünkler, Principal Solutions Architect and Mitch Friend discussed three of their Lync products. The first was FonComfort, which is designed to fill the feature-gap in Microsoft Lync. One of those feature-gap fillers is "true busy" so the caller doesn't have to pay for the call if you're already on another call. I asked Klaus and Mitch why this was a popular feature since typically a call would drop to voicemail if you were on a call or unavailable and they said this "true busy" feature was more popular in Europe due to a cultural thing.


New Blackberry on Display at ITEXPO

January 30, 2013

Telefonica Keynote at ITEXPO Miami 2013

January 30, 2013