Next Generation Communications Blog

A New Conversation Experience

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. 

The proof is in: Measuring VoLTE, 3G and Skype in the Live Network

By: Ed Elkin, Director, IP Platforms Marketing, Alcatel-Lucent 

There’s been a lot of debate within the industry about VoLTE’s readiness and how it stacks up against 3G voice and applications like Skype.

Now Signals Research Group (SRG), a leading field research and consulting services leader covering the wireless telecommunications industry, has closely studied the performance of VoLTE, 3G and Skype in AT&T’s commercial network and issued their report.  As we noted last week, SRG conducted that independent network benchmark study in Minneapolis-St. Paul, in collaboration with Spirent Communications. This is a market where Alcatel-Lucent provides the infrastructure, so I’m particularly glad to share this report with my friends and colleagues who’ve helped design, deploy and optimize VoLTE. 

During June and July, SRG tested VoLTE, 3G and Skype for everyday conditions, including stationary and mobile locations, strong and weak radio coverage, and under a variety of network loading and multi-tasking conditions. The tests evaluated voice quality, call setup time, call reliability, eSRVCC handovers, network resource utilization, and battery life.

DLNA CVP-2 Will Make Sharing Pay TV Much Easier

By: Mae Kowalke, TMCnet.com Contributor

There are two kinds of technology consumers: Those who revel in the technology, and those who just want the benefits of the technology without having to think about tech itself.

While I definitely am someone who enjoys the technological innovation as much as the results of that innovation, most consumers are not. They just want technology that works, i.e., where the proof of the viability of next generation capabilities can be summed up as “seeing is believing.”  

One example of this is the increasing popularity of multiscreen entertainment as delivered over a leading-edge multiscreen video platform such as the Alcatel-Lucent one that has become with service providers around the world. Consumers don’t want to have to fiddle with their computer or TV to get their content from one device to the next. They just want it to work; consumers want to be able to walk around the house with their shows or take their entertainment out into the world via their smartphone, not unlike we’ve been able to do with hardbound books for generations.

The WebRTC Craze

Blog post is co-written by Anne Lee, Chief Technology Officer of IMS Innovations at Alcatel-Lucent and recently recognized by the industry as a WebRTC pioneer and by Gilles Duboué, IP Platforms Innovation Marketing at Alcatel-Lucent.

The craze for WebRTC grows louder as its realization in the market begins to be marked with high profile adoptions such as in Google Hangouts, Amazon Mayday, and SnapChat’s AddLive solution. The formal standardization of WebRTC began in 2011.  Early implementations by Google and Mozilla, on Chrome and Firefox respectively, followed shortly - beginning in 2012.  And with the availability of developer versions of WebRTC on Chrome and Firefox, an ecosystem of proof-of-concept and early commercial products and solutions quickly emerged.  Open source plug-ins are filling the gap in browsers that do not yet support WebRTC e.g. Internet Explorer.  There is also clear progress being made in WebRTC standards for ORTC.  Given this, we expect that WebRTC ORTC will likely be natively available on Microsoft’s Internet Explorer within the next 18 months.

Hackathon Generates New Conversations, New Applications and Potential Revenue Opportunities

By: Gilles Duboué, IP Platforms Innovation Marketing, Alcatel-Lucent 

Recently in Munich, Alcatel-Lucent ran a 12 hour Hackathon that pitted the industry’s best and brightest developers against each other. The mission: build the most original, compelling and marketable app using New Conversation APIs.

New Conversation APIs make the rich functionality of IP Communications simple to mash up into applications. By enabling developers to easily integrated voice, video, data and contact information into any app, service providers can innovate faster – providing entirely new communications experiences to end users from any screen, device and network. They enable operators to explore new opportunities for enhancing retail services and to pursue new wholesale markets through application partners (web, verticals, M2P, M2M…).

10 Ways to drive mobile data growth through the youth market

By Daisy Su, Senior Strategic Marketing Manager, Corporate Marketing, Alcatel-Lucent (@daisysu)

Last week, I talked about mobile operators are building an overall brand experience that engages young consumers because the youth segment is valuable — and do influence adult segments. In addition to creating a youth brand or a youthful brand, mobile operators must also consider how to craft specific offers that promote the “mobile data first” experience to drive mobile data growth through the youth market.

Here are the 10 ideas that can help craft the “mobile data first” offers using an online charging solution (OCS)

Build a Brand Experience that Engages Young Consumers

By Daisy Su, Senior Strategic Marketing Manager, Corporate Marketing, Alcatel-Lucent (@daisysu)

I’ve received a lot of questions from mobile operators, who are asking about mobile data growth and how it’s related to the youth market — meaning consumers from the age of 18 to 25 or sometimes 18 to 22. The mobile operators’ own research shows that the youth segment is valuable — and influences adult segments. The Business Case for Youth section of the Mobile Youth Report also says: “The youth market is worth $1 trillion dollars. Youth drive high-end smartphone markets. Youth have the highest lifetime value of all customers.” As a result, mobile operators around the world are taking notice of young consumers, and some are investing in a new youth brand to attract that segment. 

The Secret Value of VoLTE

By Ed Elkin, Director, IP Platforms Marketing, Alcatel-Lucent 

At Mobile World Congress, I discovered that many network providers still aren’t aware of the broader business values of voice over LTE (VoLTE).  Most knew it readily includes HD voice for clearer calls and reduced background noise, which lets you feel like you’re standing right next to the other person. Most didn’t realize that, in unexpected ways, VoLTE helps them earn more money and increase efficiency.

Your Current IP Session Border Controller Won't Cut It Long Term

By Mae Kowalke, TMCnet Contributor

Conversations are changing.

In the past, people could expect to call each other, e-mail or meet in person. But the new conversation experience includes the ability to instantly interact via multimedia with others, video conference from any location and without installing special software, and seamlessly merge several different voice and chat streams.

The session border controllers currently used by many network operators are not meant to handle this complex new communications environment.

OpenTouch--Welcome to the Personal Cloud

By Mae Kowalke, TMCnet Contributor

What mobility has done is change the conversation. For the past 30 years, enterprise data communication was about the personal computer. But that’s shifting as smartphones and tablets have given the world the ability to more easily perform work from any device with a cellular and/or Wi-Fi connection. The cloud has then given business the ability to perform business with these devices, effectively taking enterprise computing resources and making them available to any employee with authorized access at any time.

The bring-your-own-device (BYOD) trend within the enterprise is the manifestation of this. And, IP-based communications of all types has also changed quite a bit driven by mobility and the cloud. Collaborative conversation is much easier, and video conferencing is easier than ever.

Helping to meet the needs of the new direction of business companies such as Alcatel-Lucent (ALU) have developed services that help enable this transformation of business.

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