David Sims : First Coffee
David Sims
| CRM, ERP, Contact Center, Turkish Coffee and Astroichthiology:

Sangoma Technologies, Starbucks, Electronic Band-Aids, Knowledge Management

September 13, 2010

Industry observer John Klossner says he's become "especially appreciative of the terminology used in the world of knowledge management -- a term that is now being used for what used to be called social networking."

Which is an interesting take, as this reporter remembers hearing "knowledge management" sooner than he did "social networking." Funny how these things work.

"Knowledge management sounds much more grown up," Klossner says, and he has a point. It sounds more like, well, actual work, and not so much like sitting around the bar chatting up people and exchanging phone numbers.

As Klossner sees it, and he's got a pretty good definition as far as we know, the goal of knowledge management is "to get the right information to the right person at the right time. After reading numerous pieces on knowledge management, it also seems as if you have to include the word 'knowledge' in that information."

He hit FCW.com and found the following terms in the knowledge management world: "knowledge services, knowledge-enabled, knowledge transfer, knowledge repository, knowledge portal, knowledge discovery, knowledge coordinators, knowledge audit, chief knowledge officer, knowledge networks, knowledge management integration, knowledge sharing and -- of course -- knowledge professionals."

Read more here

...   Do we still get the kiss?   Remember when Mom used to solve all sorts of medical emergencies with a Band-Aid and a kiss?

In Store's Howe, Rule.fm, Glowpoint's Brust

August 25, 2010

TMC CEO Rich Tehrani sat down recently with In Store Solutions's Chief Technology Officer, Thomas Howe, for an interview. In Store makes and sells Skype-related stuff, such as headsets, handsets and cameras, and as Howe said, "we have two products coming out in the next two months we're very excited about." Howe said much of the reason he joined the company recently was that he was convinced they have the potential to be "groundbreaking products." In fact, "I think it's going to change the face of how a lot of things get done," Howe said. A typical customer for the B2C company, Howe explained, would be Skype  users, or other users of headsets and handsets. "Our customer base is wide," he noted, adding that 70 percent of their sales are outside of the United States. "We sell in 62 countries." In 2010 alone they'll sell half a million products, he said, "collect in local currency and provide Tier 1 and Tier 2 support for those products." Read more here. ... Jonathan Brust, the vice president of marketing for Glowpoint Video, recently joined TMC CEO Rich Tehrani on the program, "In The Studio," to discuss the company's latest news. Glowpoint supports telepresence, video conferencing and such video technologies through managed services, Brust says, and as Tehrani remarked, since telepresence is all the rage these days, that's a good space to be in. The basic business model, Brust explained, is that "people buy the equipment, and we manage the environment for them in many different ways, to enable them to connect with whoever they need to connect to." To begin with, Brust said managed services are a great value proposition for companies. "One, because you can take advantage of expertise, processes, understanding the technology, and making sure that the systems you're investing in are always working." Hard to argue with much of that.

Adtran and Covad, AOL Portal, Web 2.0 Telecom, California 911

August 25, 2010

Adtran recently announced a deal with Covad, a vendor of voice and data communications, making Adtran their exclusive network termination products provider. The mutually beneficial deal will put Adtran products in over 2,000 Covad locations, according to Wall Street Equity Research, which noted that the deal "has also led to shares jumping 19 percent since the end of May." In other recent company news, TMC noted that Adtran has been selected by WNM Communications to provide its Adtran's Total Access 5000 Multi-Service Access and Aggregation Platform for enhanced broadband deployment, Carrier Ethernet delivery, and next-generation services migration. Financial details were not available. The product will be used for Broadband DLC applications using ADSL2+ combo cards, company officials said adding that voice services will use industry standard GR-303 switch connections currently, with an upgrade path to SIP in the future with a simple provisioning change. Adtran officials said the product will also allow Carrier Ethernet applications for business customers, as well as "the flexibility to support ATM and Gigabit Ethernet transport options. Read more here. ... Once giant-like Internet service provider AOL has unveiled a new smartphone portal, m.aol.com, "optimizing" AOL for any mobile device. Raise your hand if you'd kind of forgotten AOL was still around. Sorry, we did too. AOL's hitching much of its future on Android, as company officials say the company's increasing their focus on the Android operating system with the launch of the AOL app for Android, giving users a way to access dozens of AOL's properties, and the DailyFinance app for Android. The company's renewed focus on mobile apps and content comes on the heels of the arrival of David Temkin, the company's new Vice President of Mobile. "The company, which is working hard to transform into an Internet-content provider, is making a big bet on mobile to compete for eyeballs with Google, Facebook and Twitter," notes industry observer Clint Boulton, adding that "many users are accessing the Web on the go from smartphones fitted with full HTML Web browsers. Google, Facebook and Twitter now are vying to show these mobile users online ads." Read more here. ... In order to optimize revenue from new Web 2.0 and wireless 3G and 4G applications, telecom service providers need to better understand communication patterns and subscriber behavior. To this end, suppliers like Volubill are looking at ways to enhance their offerings with information such as connection times and the services used.

Internet Tax, Microsoft and Google, EU's Ruling, ENow Mobile PBX

August 25, 2010

They're at it again, trying to tax the Internet. To quote Pete Seeger, when will they ever learn? Online shoppers in most states avoid paying sales tax on items purchased over the Internet. You might have noticed that it's one of the few parts of the economy doing well about now. Democrats would like to change all that. On July 1, given the typically Orwellian name such legislation gets, the Main Street Fairness Act, sponsored  by Democrat Rep. William Delahunt from Massachusetts, wants to impose a state sales tax on consumers who shop online. A bipartisan delegation led by Rep. Paul W. Hodes, (D-N.H.), would maintain the business-friendly status quo. It contains language that says "Congress should not impose any new burdensome or unfair tax collecting requirements on small online businesses, which would ultimately hurt the economy and consumers." "If you are concerned about rising taxes, this is a vehicle to avoid that," Delahunt said in proposing the tax.

Phone.com and VoIP, VoIP Insider, Google Earth

August 25, 2010

A recent blog post at Phone.com notes that yes, there is "no question that VoIP providers are making moves to make their services friendlier for companies of all sizes." This is the good news. But, as the blog asks, "what about the non-profit companies?" Phone.com officials say they are, in fact, doing something about it. They've formed a partnership with a company called Grassroots.org, which will make the VoIP service - "including its list of features," Phone.com officials say - available to non-profit businesses. Who is Grassroots, you ask? Good question - we had no idea either. Phone.com officials say it is the mission of Grassroots, a non-profit in itself, "to assist the efforts of non-profit businesses by offering useful business-related services at little or no cost to the non-profit." They do this by focusing on web tools and IT needs "that can otherwise be costly to secure for a business that has little to spend," Phone.com says. Read more here. ... Looking for a business VoIP phone system, but concerned that your infrastructure might not be ready? In fact, say officials of VoIP Insider, ascertaining that your Internet connection and network infrastructure can handle VoIP isn't as hard as you might think. Well, unless you've got one of those huge, incredibly complex networks.

Neustar Q2 Report, Speedflow Communications, Cell Call Quality

August 25, 2010

According to officials of Speedflow Communications, a provider of VoIP software solutions, their new Mediacore product release has, "significant alterations in billing and routing algorithms." The existing Guardian functions and program Web-interface "have been amended," company officials say, adding that, "the new reports provide users with various data analysis and objective information about customers and completed calls." The installation is done "according to the arranged schedule of updates for our partners," Mediacore officials say: "The core modules are set by scripts and additional ones are configured manually by the Speedflow system administrator." This is done to allow full command over the installation process and data security during all the stages, they explain. Read more here. ... There is, in fact, a basic design problem with cell phones, as industry observer Lee Gomes noted recently. "Even under the best of circumstances, these phones don't do a very good job of the most basic thing we buy them to do -- make phone calls." From one call to the next, Gomes notes, "one never knows what a phone call is going to sound like. Think of this as the real form of chat roulette. In fact, it is not uncommon for phone conversations these days to begin with a meta-discussion of the sound quality of the connection." Part of the problem, paradoxically enough, is that there is no phone monopoly anymore. (Note to under-30s: Ask Mom and Dad about the AT&T phone monopoly.

WAN Optimization, Panduit, Alcatel-Lucent

August 25, 2010

The Ards Borough Council in County Down is one of 26 local authorities in Northern Ireland, administering an area of approximately 140 square miles with a population of 74,000. The Council performs a host of diverse functions, ranging from street cleaning and refuse collection to operating a retail craft outlet and public aquarium. The council has nine offices within its boundaries including leisure centers, tourist offices and an arts center where employees use data that is stored locally, in addition to accessing centralized applications in the data center such as Lotus Domino and Microsoft SQL over the WAN. They decided to consolidate servers back to the data center to centralize back up and simplify management. To support the consolidation project, Ards Council selected Expand Networks for its knowledge of WAN optimization and its ability to accelerate all applications. The Ards Borough Council implemented one Expand 6930 series Accelerator within the main data center environment, and four 4930 series Accelerators for the remote offices of the Council. With minimum impact to the Council's existing networking infrastructure, they say, "the Expand technology is delivering, on average, application and data acceleration of 200 percent, peaking up to 2,000 percent." Read more here. ... According to a white paper for Panduit, the deployment of Category 6A copper cabling system "has been increasing rapidly as enterprises enable their physical infrastructure with 10 Gb/s capacity to support Smart Data Center server virtualization, I/O consolidation, switch-up links for parallel processing, and convergence of back-bone links applications." While the use of Category 6A cabling has been growing significantly in High Speed Data Transport systems, as the paper explains, "a number of deployment challenges remain which impede broad acceptance of Category 6A cabling systems." The paper does a good job identifying and sketching these challenges.

Polling Technology, WAN Optimization, VanillaSoft, Infor

August 25, 2010

Ever wonder how that famous "Dewey Defeats Truman" headline appeared on the Chicago Tribune in 1948, held aloft by a smiling -- and victorious -- Harry Truman? Polling technology, that's how. According to Craig Silverman's article on the subject, conventional wisdom, supported by polls, "was almost unanimous that a Dewey presidency was inevitable, and that the New York governor would win the election handily." And how did the pollsters get it so wrong? They used the telephone to conduct their polls. Therefore they spoke with a disproportionate number of the relatively well-to-do, who could afford the technology.

BPS Resolver, Philly School Spy, Service Desk Software, Water Billing

August 25, 2010

Remember back in February a school district in Philadelphia got slapped with a lawsuit for spying on students at home via the cameras on school-issued laptops? You'd think they'd have learned their lesson. But now another lawsuit has been filed against them. According to the Associated Press, Jalil Hasan, who graduated from Lower Merion High School last spring, "says the school district activated remote-tracking software after he left the laptop at school December 18." The lawsuit filed in federal court says "the laptop was returned three days later, but the surveillance software remained activated for about two months," the AP reports, adding that the suit alleges that "more than 1,000 photos were taken, 469 from the webcam and 543 screen shots." The Lower Merion School District, "in response to a suit filed by a student," the Associated Press said, acknowledged that webcams, which came standard in laptops issued to students - who were not told that the cameras could be remotely activated by the school district - were remotely activated 42 times in the past 14 months. Read more here. ... Toronto-based BPS Resolver, which works in the Governance, Risk and Compliance Management field, has announced the release of their recently-enhanced Issues & Actions Tracking offering. The product represents "a new step in composing fields, workflows and reports," company officials say, adding that IAT enables "the identification, allocation, prioritization, sizing, scheduling, additional testing and monitoring of issues and action plans." It also uses features found in BPS Resolver's BPS Suite to "create meaningful relationships between issues/action plans and other risk-based activities," company officials say. The idea is to give users the information and insight to locate systemic root causes of risk management failures, and to provide the oversight required by senior management. In January, TMC had the news that BPS Business Propulsion Systems and Resolver Inc. announced a merger which took effect on January 1, 2010 to form BPS Resolver. This merger brought together two governance, risk, and compliance software product offerings. The new company's combined offering "will provide a complete product suite of planning, execution & refinement solutions for GRC and sustainability best practices," according to company officials of both firms at the time. Read more here. ... A good recent post on BooshNews runs over the benefits of using the PDF format on a help desk.

Overheating iPads, Monet Software, Chevy Volt, Web-based Call Center

August 25, 2010

Officials at workforce management software provider Monet Software claim that call centers that use the company's Web-based offering, Monet WFM Live, can improve service levels and reduce operating costs "without the upfront expenses and IT requirements of traditional software." Specific functions of the company's WFM Live offering include: --Forecasting: Run simulations to calculate a precise forecast for future call volume, agent requirements and average handle time for any time interval of the day, based on historical data from ACD. --Scheduling: Monet's advanced scheduling engine incorporates all call types and other activities to generate staffing schedules that optimize a wide range of factors. --Intra-day Management: A graphical display of agents' schedules can be manipulated by dragging and dropping breaks, lunches and other exceptions. Real-time updates can be made to required and assigned agents instantly. Read more here. ... No stranger to litigation, Apple has another lawsuit on its plate now: Some people are irked how fast their iPads overheat. Industry observer Susan Jacobsson notes that a complaint was filed in federal court in Oakland on July 23 by Jacob Balthazar, Claudia Keller, and John Browning: "According to the filing, the iPad does not 'live up to reasonable consumer's expectations created by Apple... as the iPad overheats so quickly under common weather conditions that it does not function for prolonged use outdoors, or in many other warm conditions." Mac.Blorge says that yes, in fact, "one way to insure that your shiny new iPad overheats is to turn it on, lay it down so that the noontime sun shines directly on its screen, and wait awhile for the iPad to be smart enough to turn itself off to avoid damage. Apparently, a group of attorneys somewhere has noticed that if you do something that stupid, the iPad in question does indeed overheat and turn itself off." Having "proven to their satisfaction that the laws of physics still apply, the attorneys in question have filed a class action suit against Apple (instead of the universe, which actually enforces the laws of physics)," Mac.Blorge says, adding that "the overheating iPad issue is analogous to putting your foot in front of a bus tire and waiting until the bus rolls over it, then suing because the bus injured your foot." Evidently -- we can't speak from experience here, we haven't received our iPad from our dear sweet loving wife for our birthday yet, and it never gets that hot or cold around here anyway -- users get a screen that reads "iPad needs to cool down before you can use it." Read more here. ... Hundreds -- nay, thousands -- of call centers in recent years have switched to the SaaS (Software-as-a-Service) model of delivery.
Featured Events