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Peter
| Peter Radizeski of RAD-INFO, Inc. talking telecom, Cloud, VoIP, CLEC, and The Channel.

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...

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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...

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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...

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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.

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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,...

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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...

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VoIP in the Channel: You Need a Complete System

May 4, 2009

Over the years I have worked with many VoIP Providers. A good chunk of my consulting is on The Channel, Referral Systems, and Sales Compensation.

There are a number of landmines that can destroy a relationship with an independent sales agent. These include but are not limited to:

  1. Your quoting system (or time to quote)
  2. How you track the sales and provisioning process.
  3. How you track Compensation.
  4. How you handle agents calls / issues / sales / payments.

All of these mines have subsets as follows:

  • What is your number porting process like?
  • What is your training like for customers?

What About AOL?

April 29, 2009

Tonight, Steve Case was on twitter tweeting, "Sad AOL went from being Internet pioneer/leader to also-ran. But still more there then most understand; hopeful can return to greatness." My replies were as follows: what they need are some young, hungry start-up execs, but what they will get is a stodgy exec that wants to cost cut and ride it out.

Why do I say that? Look at Embarq. Hesse had a couple months to pick a team and formulate a plan for the soon-to-be spun off Embarq.

The Ultimate Hosted VoIP Service

April 29, 2009

What's the perfect VoIP Service?

I have seen so many VoIP Providers, I can't keep track. But that also means that the VoIP providers are not doing a very good job of Messaging, Positioning and Differentiating their offerings.

The only VoIP provider I know that has married Hosted Exchange with Broadsoft is Simple Signal. It makes sense to me because what is UM (unified messaging) but voicemail to email - everything in one box.

Google Voice does it as well. One inbox for Gmail and Google Voice.





When Will Level3 Pull the Trigger?

April 28, 2009

Speaking with some industry channel folks today, we got to discussing Level3. Rob Powell says it best, "The Economy Takes a Big Bite Out of Level 3". This is a company with $6B in debt compared to $4B in revenue and negative free cash flow. Everyone wondered when the BK filing woud happen.

Level3 is as much at fault as Cogent and Hurricane Electric in leading the way to pricing underwater. Plus with operational challenges they aren't creating happy customers or agents.

Broadband is Productivity

April 28, 2009

I think that broadband has made some people "too connected". Between twitter, Facebook, LinkedIn, email, text messages, etc. When do you get a recess? But for those that can in fact walk away from the tech and live a normal life, broadband allows for increased productivity.

If you think I am making this up, Broadband Properties magazine has a nice article with supporting facts.

Nothing but Headlines: DPI, Caps, Clearwire

April 24, 2009

I'm seeing a lot of news in our space but not enough time to cover it all or analyze it, so here's just the headlines:

DPI (deep packet inspection) by cable being investigated by Congress. It scares the crap out of Boucher (ARS). Cox, Comcast, NebuAd  = new privacy law being debated (NYTimes).

Broadband download caps: in the news all week because apparently TWC said that without caps, they won't upgrade any more. Well, I have news for them: if they don't upgrade they will lose customers.



Data Center Rumors

April 23, 2009

In case you didn't hear Oracle bought Sun. Open Source folks are worried and so are Sun customers.

Nuvox opened a new 5,000 square foot data center at 421 West Church Street in Jacksonville FL, which is THE telecom hotel in that city.

Rackspace hired Robert Scoble.

Data Vault in Miami was flooded last night according to a telecom source in South Florida.

Host.net/WV Fiber is opening a new data center in Nashville. It was announced yet but I ended up with a spec sheet in my email -- not from the company though.
This is the second data center that I have heard of being built in Nashville (I can't remember who the other is).

DataSite in Orlando signed a 15-rack first client in February.










Hosted VoIP Can Save You Money

April 21, 2009

If you Google VoIP save money, there are a million hits. There is the article, "How to Save Money with VoIP Service" with 5 lame tips. VoIP News has one titled, "15 Ways to Use VoIP to Save Money During the Downturn", that lists ways to use different vendors for differing free services based on VoIP. VoIP News has another one which asks, "Will VoIP Really Save You Money?" The answer of course is yes.

Compare the RBOC Profit

April 21, 2009

There are only 3 RBOC's left: AT&T, Verizon and Qwest. In the new Fortune 500 listing, telecom has 21 companies listed. The top 2: Ma and Pa Bell. AT&T has revenue of $124B. VZ is $97B.

AT&T Closing CallVantage Service

April 20, 2009

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