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

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...

Full Story »

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...

Full Story »

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...

Full Story »

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.

Full Story »

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,...

Full Story »

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...

Full Story »

IBM Mobility Keynote at ITEXPO

October 16, 2012

Michael Tessler Broadsoft Keynote at ITEXPO

October 15, 2012

ShoreTel CEO Keynote at ITEXPO 2012

October 15, 2012

Vsnap, the Video SMS Alternative Aims to Add Emotion & Video to Short Messages

October 4, 2012

Zello.com touts their social radio at ITEXPO

October 4, 2012

StartupCamp6 Comms Edition at ITEXPO West Kicks-Off

October 4, 2012

StartupCamp Comms Edition at ITEXPO West 2012 kicks off

October 4, 2012

Microsoft Lync Pavillion at ITEXPO Features PlayStation 3?

October 4, 2012

ITEXPO West 2012 Videos

October 4, 2012

E911 on Mobile VoIP is Seriously Broken - Here's How to Fix It

October 3, 2012

I moderated an interesting session at ITEXPO on E911 with a focus on cloud-based hosted IP-PBXs. Hosted PBX providers offer their customers significant cost savings and an advanced telephony features while eliminating the need for customers to procure and manage their own communications network infrastructures. However, the need – and regulatory mandate – for emergency services brings with it a host of challenges for these providers, including servicing nomadic users within and beyond the service provider coverage footprint, meeting FCC/CRTC, state and local E911 regulations, and efficiently provisioning and maintaining customer records in 911 databases.

One of the more fascinating discussions revolved around PBX vendors offering their own SIP softphones for mobile devices (iOS, Android, etc.) and it's impact on 911 emergency dialing.