Helpstream and CRM, Scalable Video Coding, Gemalto, Samsung Mobile Bada, Callidus, Lexent Metro Connect

David Sims : First Coffee
David Sims
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Helpstream and CRM, Scalable Video Coding, Gemalto, Samsung Mobile Bada, Callidus, Lexent Metro Connect

The news as of the first coffee this morning, and the music is Aimee Mann's Live At St. Ann's Warehouse. Getting tired of seeing this as the music of the day? Get the album and see why we never get tired of playing it here. You know what? We're going to set iTunes on "Repeat Album:"


WhiteHat uses Helpstream's DataSynch to couple its customer support activities with its existing CRM platform. This has evidently achieved its goal of allowing WhiteHat to reduce its agent caseload.

"WhiteHat's enterprise user community often initiates involved discussions on best practices and ideas around using WhiteHat Sentinel," says Jay Nagro, director of customer support at WhiteHat Security, adding that since it "integrates with our existing processes, it just makes good business sense."

Bob Warfield, Helpstream CEO, said his company's community platform "gives WhiteHat's business team access to customer information for increased collaboration, sharing and insight that makes for true Social CRM capabilities."
, a vendor of Social CRM, today announced that WhiteHat Security, which sells Web site risk management stuff, selected its Social CRM to "enable collaboration and communication among customers," as well as provide customer service for the WhiteHat Sentinel Web site vulnerability management.

WhiteHat Sentinel is a Web site vulnerability management product. "With Helpstream's Social CRM, WhiteHat customers can connect with one another, post ideas and product enhancement requests, ask questions, share Web site security resources such as white papers and security materials, as well as connect with customer service agents for direct answers to their questions," company officials say. 

Enjoy traveling to conferences? Bad news. Paying for your employees to travel to conferences? Good news.

Scalable video coding is a tech standard gaining traction in the videoconferencing world. "As is often the case with new technology, particularly when the technology has disruptive potential, there are many claims and counter claims from the new and the entrenched vendors," say Wainhouse Research

The study, "H.264 SVC: A Technical Assessment," is a view of what SVC is all about and compares SVC to the H.264 Baseline Profile used in traditional videoconferencing systems. 

The study's authors find that SVC can let you host video calls on lower cost, loss-prone IP networks, including the Internet, with equal or better quality than that of traditional systems. 

You can also use it to support video calls between endpoints with widely varying processor power and network connection, deliver improved interactivity due to shorter delays on both point-to-point calls and multipoint calls between H.264 SVC- compliant systems and support "an impressive reduction" in the cost of multipoint infrastructure hardware.

If you consider all that a net good, of course. Hey, we make no assumptions.

The study details the causes of videoconferencing problems over IP networks and how the nature of scalable video coding addresses these issues, the authors say: "The 35-page report also details how the cost and performance characteristics of scalable video coding will affect videoconferencing end users and will change the market dynamics for both conferencing service providers and network service providers."

The report ships with a DVD showing examples of SVC and traditional videoconferencing under different network error conditions.
officials, who have released a study on SVC.

First Coffee's fascination with all things iPhone continues unabated: Now backing up your iPhone address books just got a lot easier.


O3SIS, a Gemalto company, is a mobile software tools vendor. The O3SIS SyncML Client allows iPhone users to protect their address book through simple back-up and synchronization with the Deutsche Telekom address book on the O3SIS' secured server. 

"Once their data has been stored," Gemalto officials say, subscribers can access it through a Web interface and manage all their contact details. Deutsche Telekom subscribers will be first to get this new service through the operator's existing Web portal and O3SIS' tool.

If you're like some mobile users, your address book has become one of your essential features. If you're like these folks Gemato officials are obviously targeting, your address has "great emotional value" to you, as the repository of "priceless information about family, friends and professional as well as social networks."

Clearly, if you'd be devastated and not merely cheesed off by the loss or theft of your iPhone, if enough of your social life is stored on your iPhone that you'd be socially crippled, then my friend, you'd better look into some sort of backup.

"We are proud to make iPhone contact management available to Deutsche Telekom subscribers through a one-click application," says Dirk Dörre, O3SIS CEO. 
, a vendor of digital security products, has announced the availability of O3SIS' address book management application on the AppStore. 

Gemalto had 2008 annual revenues of €1.68 billion, and 10,000 employees operating out of 75 offices, research and service centers in 40 countries.

Fun fact du jour: "Bada" means "ocean" in Korean. How does that relate to today's news? Stay tuned, Grasshopper.

Samsung Electronics has announced the launch of its own open mobile platform, Samsung bada, in December. This "addition to Samsung's mobile ecosystem," according to Samsung officials, lets developers create apps for Samsung mobile phones.

Company officials said they wanted to build a "rich smartphone experience accessible to a wider range of consumers across the world," to a veritable... what's the word... ocean, that's it, ocean of people.

The name "bada" was chosen, Samsung officials explain, to convey "the limitless variety of potential applications which can be created using the new platform. It also alludes to Samsung's commitment to a variety of open platforms in the mobile industry."

Samsung bada also represents the "challenges and opportunities available to developers," they note. Gentlemen, start your engines: "Based on Samsung's experience in developing previous proprietary platforms on Samsung mobile phones, Samsung bada is also simple for developers to use, meaning it's one of the most developer-friendly environments available, particularly in the area of applications using Web services."

Samsung bada also offers an intergratable platform for mobile operators so that mobile operators can provide services to their customers. The firm established its mobile application ecosystem through the launch of Samsung Mobile Innovator in 2008 and the Samsung Application Seller Site followed by Samsung Application Store.


Bill Schuh, vice president for Europe at Callidus Software, said the deal "proves that on-demand is no longer a mid-market phenomenon."

Under the agreement, signed in the fourth quarter of 2009, the company will deploy Callidus On-Demand for its indirect channel.

"The cost-profile of SaaS is perfect for clients in the current economy," Schuh believes.

Callidus On-Demand provides what company officials call "an end-to-end performance management platform," letting businesses "optimize the entire sales life-cycle from sales on-boarding, to quota and plan deployment and payment." Callidus Monaco is chosen by companies in the telecommunications sector, company officials say, to manage their sales performance.
, a vendor of Sales Performance Management products, has announced that a European mobile telco provider has selected the Callidus On-Demand software application to automate its sales performance and incentive compensation program and manage its indirect sales force. 

Lexent Metro Connect

First Coffee's never heard of a "annual holiday construction embargo." We wonder if that's what is meant in Paris by those who say "it's about time for a critical public service union to go on strike."

No, evidently not, according to Lexent officials: "To improve traffic flow in the city during the busy holiday season, the New York City Department of Transportation restricts street and sidewalk construction from November 20th through January 2, 2010, from 6 a.m. to midnight."

As a result, Lexent Metro Connect's people will often work in the early morning hours to install dark fiber to and from enterprise buildings, financial exchanges and/or data center facilities, "while being mindful of the embargo."

Reminds First Coffee of radio shock jock Howard Stern's campaign promise to have road crews work at night when he was running for mayor of New York, or governor, we forget which. Whatever, we believe it was actually adopted by whichever politician won. One of the smartest campaign promises First Coffee's ever heard, we almost wanted to vote for the man.

Every year, Lexent officials bemoan, the construction embargo "makes it difficult, if not impossible, for other fiber-optic installation firms to begin and complete new installation projects on timely schedules."

However, Lexent uses its own dark fiber network and its force of over 300 service workers to continue construction throughout the embargo. Company officials say they also use their relationship with sister company Hugh O'Kane Electric, a 63-year old construction management veteran. 

We wonder if construction worker Hugh O'Kane enjoys being called somebody's "sister."

"Lexent Metro Connect owns and maintains its own dark fiber network," says Ray La Chance, President of Lexent Metro Connect, calling it "a distinct benefit to enterprise customers and telecom operators."

The construction embargo does not apply to the state of New Jersey. Lexent's network expansion into New Jersey data centers and financial exchanges is continuing on schedule: "The next phase, including further network builds into Secaucus, Newark, Weehawken and North Bergen, will be complete by the first quarter of 2010," company officials say.
, which sells the dark fiber networks in the New York Metropolitan area, has announced its continuing commitment to 30-day timelines for dark fiber installations in Manhattan, "even during New York City's annual holiday construction embargo."



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