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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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Advertising, Revenue and Content

August 5, 2008

With the Comcast Appeal ruling on Network DVR, it will mean that our 1 hour shows will likely be 30 minutes content and 30 minutes commercials instead of the current 42/18. It also means more re-runs, reality TV, infomercials, and "product placement".

TV is no more ready to change its model than motion pictures or the music biz. Everyone cries that the Internet and Piracy ruined their business.

Posted in cableco

Tagged: cable, dvr, tv : Related Tags: internet, metering

Lessons from Jack

August 4, 2008

Rich Tehrani has a post about magicjack. He saw one of the company's many infomercials. (Someone said that Isenberg is hawking them in one!) Anyway the one thing MJ is doing is promoting VOIP without talking about VoIP. Vonage does it as well.

Posted in Marketing, sales and selling, voip

Tagged: selling, voip : Related Tags: service, selling, phone, because

Interesting blogs

August 4, 2008

apparently, Carl Icahn has a well-read blog. Probably due to his abuse of companies and people wondering where the next train wreck will be (like MOTO and Yahoo). In his latest post, Carl promises not to show up at the Yahoo! annual meeting. He thinks he would turn it into a media circus.

Posted in off topic

Tagged: blogs : Related Tags: comments

What's Next for AOL?

August 4, 2008

It seems that TimeWarner is ready to eject AOL. One part will be the remnants of the ISP business, which I think EarthLink will grab, but Tara Seals at Xchange mag thinks that United Online (NetZero folks) or MSn would bid. I don't think in this economy that there will be bidding war for dial-up users, a declining revenue vehicle. Also, EarthLink is out looking to buy dial-up base. United Online is focused on its online properties (classmates and points.com) and they just bought FTD. MSN is not an ISP, but an internet portal for companies like Qwest. MSN likely would want the advertising piece of AOL, which I think Google, Yahoo! and Microsoft would bid for.

Posted in Internet, mergers, telco

Tagged: aol, dial-up, internet, mergers : Related Tags: united online, think, online

All Depends, Doesn't It?

August 4, 2008

"Noah S. "Soggy" Sweat, Jr., a former judge and lawyer whose 1952 "Whiskey Speech" became a monument to political double-talk, died Friday after a battle with Parkinson's disease." When you read his speech, you will see that perspective is everything. Like so many issues we face today, it is all in how you paint (or spin) it. Have a Good Day!

Posted in politics

Tagged: politics : Related Tags:

Thinking about VoIP for the show

July 31, 2008

To be a speaker at the IT Expo, there is a lot of paperwork. And I have procrastinated so that I now have to scramble to meet tomorrow's deadline. I will share with you some of the questionaire:

What has been your company's biggest achievement in 2008 so far?

Posted in TMC, communications, conferences, voip

Tagged: IT EXPO, TMC, voip : Related Tags: communications market, apple, communications, company

Telco by the Numbers

July 30, 2008

Ma and Pa Bell (better known to you as AT&T and Verizon) added about 3 Million cellular users in 2Q08. Where did those subs come from? Certainly some came from other carriers like Sprint-Nextel. Some are family handsets, maybe.

Posted in cableco, telco, voip

Tagged: numbers, telco, voip : Related Tags: count towards, numbers

And the BK Starts

July 30, 2008

Profits tumbling. Stock market in disarray. Real estate is ugly. And now Mervyns files for Chapter 11. Also, today, Bennigan's (and its sister Steak N Ale) filed for Chapter 7 bankruptcy (which means liquidation); all company-owned restaurants closed.

Posted in off topic, telco, voip

Tagged: bankruptcy, economy, news : Related Tags:

All They Want is Sales

July 25, 2008

Most of my phone calls lately is How Do I Generate More Sales? It's getting tougher to sell telecom. For years it was all about "Saving 10%". Now that's not enough.

Posted in Marketing, sales and selling

Tagged: lead generation, selling : Related Tags: sales baseball, practice practice, sales, baseball, practice, marketing

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