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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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Finding Fault is Not a Job

April 4, 2013

Every send an email out and the only replies are typos and grammar corrections?

Every go to a meeting to have other departments complain loudly about your department's performance?

Finding fault is not a job.

It creates a toxic environment.

Posted in organizations

Tagged: culture : Related Tags: finding fault, fault

Switchvox Team Leaves Digium

April 2, 2013

Word is that the founders of Switchvox, which Digium acquired in 2007, have moved on to other pastures. Tristan Barnum is going to a Hosted PBX provider in San Diego to be head of marketing. One is staying at Digium for another 90 days. The rest ... unsure.

It's funny about Digium. They used to have this home grown, open source story (similar to Red Hat, a $1 Billion business now) - and then they took on too many ADTRAN folks, who turned it into something like ADTRAN.

Posted in PBX

Tagged: asterisk, pbx : Related Tags: digium

What Happened to Communicating?

April 2, 2013

What happening to communications? It's falling apart. People just text, tweet, email -- and in have been conditioned to shorten and shorten that message (down to 140 characters) that we are getting brusque. Tone isn't reflected in texts, tweets and emails, so the person receiving your message may not be taking it the way you think.

Posted in Marketing, expo

Tagged: marketing : Related Tags: attention, value, message, people, april

The UC Space Right Now

March 26, 2013

I was chatting with another industry blogger recently. We were discussing how there are a lot of VoIP Providers out there. I estimate it at over a thousand. However, I don't see the Hosted PBX space making huge strides.

Posted in PBX, broadsoft, hosted uc, sales and selling, unified communications, voip

Tagged: hosted pbx, sales, selling, UC, voip : Related Tags: internet fueled, abundance, godin, everyone, those

What Did I Miss?

March 26, 2013

After making the news for supposedly canceling tele-working (which they only did for 200 distracted employees), Yahoo! is not acquiring. First, Y! bought Jybe, a social recommendation site. Now, "Yahoo announced it is snagging the mobile news reader Summly, created by 15-year-old Nick D'Aloisio," according to the USA Today.

Posted in FCC, broadsoft, cellular, mpls, unified communications, wireless

Tagged: broadsoft, FCC, mergers, sprint, UC, wireless, yahoo : Related Tags: being quoted, sales, being, revenue, customers, oracle

I Want to be the FCC Chairman

March 25, 2013

The FCC is losing two key people - Commissioner Robert McDowell and the Chairman Julius Genachowski. It is difficult to be the FCC chairman, but I still want the job!

You have to balance politics and the 3 branches of govt with the Duopoly power, the effect to consumers.

"Julius Genachowski never let the will of Congress, the opinion of the American people, or even federal court decisions get in the way of his determination to regulate the Internet," writes the Heartland Institute.

Posted in FCC

Tagged: FCC, radizeski : Related Tags: heartland institute, copper plant, julius genachowski, spectrum, heartland, internet

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