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Proactive Care Puts Operators One Step Ahead

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.

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Tagged Alcatel-Lucent, big data, customer care, KPIs, network monitoring, procativecare | Responses

10 Lessons from Volleyball

By Peter on Monday, May 20

I've played volleyball for over 25 years. I have traveled around the US to watch the pros live - both indoor...

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Tagged hiring, strategy, volleyball

Emerging Threats Combats a Million Plus Pieces of New Malware a Week

By Rich Tehrani on Friday, May 17

There are 250,000 plus new pieces of malware being produced each day equating to one piece per person in the US in...

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Tagged emerging threats, interop, malware, security

NFV-Based Software Telcos Need OSS/BSS Interoperability

By Rich Tehrani on Friday, May 17

One of the goals of ETSI NFV is to allow new entrants to provide solutions to carriers based on software instead of...

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Tagged bss, carrier, ericsson, huawei, interoperability, nfv, nokia siemens networks, nsn, oss, sdn, software telco

SysAid's Lifshitz: The Cloud Will Dominate ITSM Market

By Rich Tehrani on Thursday, May 16

Cloud computing has really become a household word with mainstream media outlets running stories on television about the growth in the space...

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Tagged help desk, itsm, mdm, sysaid

Avaya Takes Networking Lead in SPB

By Rich Tehrani on Wednesday, May 15

At Interop Las Vegas 2013 Avaya was demonstrating their real-world Shortest Path Bridging (SPB) solutions and while interoperating with Spirent, HP and...

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Tagged alcatel-lucent, avaya, hp, interop, lucent, mpls, networking, spb, spirent, zeus kerravala

Alianza Wants to Host Your Software Telco

By Rich Tehrani on Tuesday, May 14

The software telco(r)evolution representing the move from hardware to software is perhaps the biggest trend in the world of carrier telecom this...

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Tagged acme packet, alianza, etsi, hosted ims, nfv, oracle, software telco, software telco congress, virtualization

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Thunder and Lightning and Sun

August 24, 2008

I see that The Mozilla project has added functionality to Thunderbird, the email client I use. With Sunbird calendar and Lightning plug-in. "Since it's an extension, Lightning is tightly integrated with Thunderbird, allowing it to easily perform email-related calendaring tasks." My question: Is anyone using this combo as a replacement for Microsoft Outlook?

My Outlook pst file is about 1GB and email contents date back to my start in telecom in 2000. Can T-Bird run with 1GB in email, contacts, hundreds of folders, thousands of calendar items and hundreds of tasks and reminders? Any input would be appreciated. Thanks.

Posted in Internet, apps, email

Tagged: email, mozilla : Related Tags: email, lightning

LightYear Wireless MLM

August 21, 2008

If you Google Lightyear Wireless, you will get 400K+ entries. Everyone looking for instant riches via multi-level marketing is looking at Lightyear's new deal to deliver cellular services via Verizon Wireless. Telecom folks don't pay attention.

This is an MVNO deal, which is when a provider buys cellular minutes and resells it under its own brand.

Posted in cellular

Tagged: lightyear, mlm, mvno : Related Tags: lightyear wireless, wireless business, verizon wireless, directly verizon, lightyear network, lightyear

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PCI Compliance: Best Practices Webinar

August 21, 2008

Qwest sent me an invite to a webinar: PCI MOVING FORWARD: Best Practices to Achieve and Maintain Compliance.

PCI compliance is a constantly changing security requirement for all businesses that process, store or transmit consumer credit card information. Shifting parameters, looming deadlines and increasing responsibilities all pose a challenge to becoming compliant and staying that way. This joint webinar between Qwest Business and Cisco Systems will introduce ways to reduce risk and shorten the journey to compliance.

Date: Wednesday, September 10, 2008

Time: 10:00 a.m. Pacific/1:00 p.m. Eastern

Posted in compliance, security

Tagged: pci compliance : Related Tags: compliance, webinar

Metaswitch not a Coppercom

August 20, 2008

Metaswitch landed a big gear sale to Embarq. In doing so, it avoids going the way of the CopperCom. You need a big carrier to be a vested customer so that you can sustain the R&D and tech support departments.

Posted in telco, voip

Tagged: metaswitch : Related Tags: metaswitch

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Who's Winning Consumer VOIP Battle?

August 20, 2008

When you look at the numbers, the companies winning the consumer VOIP battle appear to be the cable operators. Ike Elliott has a post about Over-the-top VoIP Providers dying in the residential space. Vonage is spending $65M per quarter to maintain its subscriber numbers at 2.6M. It's churn is barely being replaced by new customers.

Posted in cableco, communications, telco, voip

Tagged: voip : Related Tags: local cable, cable companies, winning consumer, couple years, cable, numbers

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Just SIP It

August 20, 2008

That was the slogan that AireSpring was using at the Channel Partner show in Boston - "Just SIP it!" The problem, as I see it is, is that 85-90% of the Agents have any idea what SIP is.

I sat through the VOIP/SIP BootCamp that FreedomVoice sponsored. People just can't wrap their head around VoIP and SIP.

I sat through the Covad presentation on their Integrated Access product, which i sreally SIP Trunks with call paths.

Posted in telco, voip

Tagged: sip trunk : Related Tags: universal inter, chapter should, sales folks, inter operability, agents, inter

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Cable Takes Some Punches

August 18, 2008

Cox, Comcast, Time Warner, Charter, and CableVision showed up for a panel at the Channel Partners Expo in Boston today. As you can imagine the agents let them have it. The question the panel asked is Why Cable? Why, indeed.

Posted in cableco, conferences, smb

Tagged: agents, cable, channel partners, smb : Related Tags: cable

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VOIP Company Numbers

August 18, 2008

I often quote that there are over 1000 VoIP Providers, including every Tom, Dick and Harry with an Asterisk box. Invariably, I get asked about consolidation. Well, cable has taken the lion's share of VoIP. Far and away the MSO's have become the giants in the VOIP world.

Posted in PBX, duopoly, telco, voip

Tagged: deltathree, hosted pbx, voip : Related Tags: hosted

11 Ways to Market Your Event

August 14, 2008

We are organizing BarCampTampaBay for Oct. 11 & 12, 2008 at USF College of Business. These are the first 11 ways we are marketing this event:

Local bloggers - contact, invite, interact with. Local organizations like the Chambers of Commerce. LinkedIn - your network first! MeetUp.com - create a group, just $75. Eventful.com, Upcoming.yahoo.com, Craigslist - free event listings Newspapers - weekly, commununity, and trade. Magazines, too. twitter - again your network first. podcast about it and get others to do so; interview with podcasters. create a website or a blog eventbrite.com for sign-up sheet make a Facebook group

Posted in Marketing

Tagged: event marketing : Related Tags: event

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Payroll by Ma Bell

August 13, 2008

AT&T bought USi in Oct. 2006. My friend Jack sent me an email from ATT Wholesale:

With AT&T's Payroll Services, powered by USinternetworking (USi), an AT&T Company, your payroll management headaches are history! You still keep control with full access and visibility, but we handle the tough jobs for you. Our know-how and tools will save you time, reduce your risk of errors and keep dollars in your pocket.

Would you let the folks that can't get your phone bill correct handle your payroll and payroll taxes?!

After thought: why is this ATT WHOLESALE?

Posted in Web 2.0, saas, telco

Tagged: payroll, saas : Related Tags: payroll

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