Recently in VoIP Category

Two announcements appeared today about Skype mobile capabilities:

Skype Introduces Next Generation Mobile Application for Pocket PC; Software Upgrades and Hardware Relationships Enable High Quality, Mobile Internet Calling for Pocket PC Users Worldwide

Skype and Hutchison 3 Group Join Forces to Offer Skype on Mobile Devices

Hutchison 3 is a 3G mobile provider operating in Australia, Denmark, Hong Kong, Ireland, Italy, Austria, Sweden and the UK. The agreement makes Skype available over Hutchison 3's networks as a value-added service. Today's announcement says that Skype already has 75 million users in the territories covered by Hutchison. If I understand correctly, the Skype offer can come bundled with a 3G flat-rate subscription, which I think means that you could make unlimited Skype calls riding on top of the 3G network. This sounds like an attractive offer and maybe a bold move on the part of a mobile operator.

The Pocket PC announcement concerns the release of Skype for Pocket PC 2.0, replacing the previous 1.1 version. Today's announcement says the new release, a free download, offers better voice quality, supports more devices and extends capabilities. Skype says the Pocket PC and mobile capabilities are part of a strategy to extend Skype "beyond the PC."

Today's release outlines the following particular features of Skype for Pocket PC 2.0 (quoted):

• Skype to Skype and SkypeOut calls
• Instant messaging
• Presence, including: Online, offline, away, call forwarding, device not connected
• Automatic synchronization of your Skype contact list between device and desktop
• Voicemail
• Making SkypeOut calls directly from the device phone book
• Simplified contact search
• Authorizing buddy requests and adding new contacts

All-in-all, the Pocket PC announcement sounds more exciting than the 3G-Hutchison partnership. Not that Skype over a mobile phone doesn't sounds appealing, but the Pocket PC just seems like a better environment for Skype calling, given the larger display available on a Pocket PC, and the more flexible user interface (as opposed to the limitations of a mobile phone), which I think takes better advantage of the multi-modal capabilities of Skype communications.

To give you an idea of the user experience, here are a couple of screen shots from Skype for Pocket PC:

AB -- 2/14/06

TMCnet has learned that Google's peering deal with VoIP Inc. reported on yesterday by news analyst Robert Liu (see "VoIP Inc. Enters into Peering Deal with Google") is connected with a click-to-call advertising test the two companies began in late 2005.

The advertising test, confirmed by a Google spokesperson, fits with earlier reports that Google has been testing click-to-call and that users have seen telephone icons next to AdWords ads. In fact, here are a Click-to-Call FAQ and a Privacy Policy on the Google site on this very topic, indicating that at least some Google users are able to receive click-to-call icons on search results.

Google has been making moves suggesting that it intends to move into IP communications in a big way -- see this previous entry pointing to some fascinating articles by Robert X. Cringely about Google's likely long-term strategy.

Google's revenues come almost entirely from advertising, specifically pay-per-click or pay-for-performance. So it's most likely that if Google is sinking a lot of resources into an effort, it must have its advertising business model in mind.

Click-to-call is a logical step-up from pay-per-click, and I'm sure that direct response advertisers will be willing to pay a premium to receive a real-time VoIP phone call directly from an AdWords ad.

AB -- 1/31/06

Gov. Tom Ridge's keynote Thursday morning at Internet Telephony Conference and Expo got picked up by some news outlets, including:

ZDNet's Russell Shaw: "Tom Ridge: gotta love VoIP, but intercepts are necessary"

Key quote:

But as to threats from human, rather than natural sources, Ridge sounded unequivocal in his position that it is OK for the National Security Agency to intercept phone calls of suspected terrorists or their associates. He believes that such intercepts should also include VoIP calls.

Rhonda Ascierto in Computer Business Review: "VoIP critical to US security says former DHS chief"

Key quote:

Ridge noted that during the Katrina Hurricane disaster in New Orleans last year, the local command center, faced with jammed satellite phones, downed landlines and cell phone towers, relied on VoIP.

"All other systems failed, so they decided to use the Internet to create their own call centers. It shows the application of what you do to help our first responders," Ridge said.

As well as TMCnet's Erik Linask: "Tom Ridge Gives VoIP a Nod, Cites Lack of Communication in New Orleans"

Key quote:

Ridge is, in fact, a proponent of the benefits of VoIP technology, specifically its mobility, cost, and ubiquity. The truth is, VoIP telephony can be a benefit not only in combating terrorism, but in any catastrophic situation, or WMEs (Weapons of Mass Effect), as Governor Ridge labeled the recent hurricanes that struck the Gulf Coast. Imagine the benefit if first responders could have access to precise location information, images, video, and data transmission in emergency situations, whether terrorism, weather, or accident.

AB -- 1/27/06

A working group of communications security experts at the Communications Research Network (CRN) has gone public with a warning that VoIP applications could be used by criminals to launch denial-of-service (DoS) attacks and make it much harder to find out who is launching them.

CRN is a joint venture between Cambridge University and the Massachusetts Institute of Technology. Jon Crowcroft, Marconi Professor of Communications Systems at Cambridge, heads up CRN's working group on Internet security. This group, which publicly released its warning in a release dated today, Jan. 26, 2006, previously "shared its findings with the VoIP community before going public," according to the release.

A typical DoS attack uses hijacked "zombie" computers to target a network with a deluge of email messages to overwhelm it and bring it down. CRN says that IP voice networks could be used to mask such attacks, a danger that is augmented because many VoIP providers employ proprietary protocols.

Crowcroft feels that VoIP providers should make their routing specifications "more transparent" or move to open standards. CRN also recommends that the industry establish "a central database where companies and individuals can log attacks anonymously, thereby allowing the communications industry to assess the scale of the problem and identify patterns of attack."

AB -- 1/26/06

According to a press release today, Telecomplete Ltd, a UK Internet service provider, has acquired VoIP service provider MyWebCalls.

MyWebCalls has clients in 30 countries. They offer PC-to-phone calling, using either a web-based dialler or desktop software dialler. The web-based dialler would allow the user to make a call from any location (such as an Internet cafe or a friend's computer). MyWebCalls also offers device-to-phone calling, which allows the customer to call directly through an ATA without going through a PC, by configuring the device to connect to the MyWebCalls network.

Also available are Web Callback and SMS Callback services. These services can join together two phone numbers for phone-to-phone calling or text messaging independently of the user's PC. Describing how the Web Callback service works, the MyWebCalls web site says, "Simply go the callback page, login and enter the 2 phone numbers you want to join together to talk. Once the calls are in progress, there is no need to stay by your pc, allowing you to conduct your call anywhere!"

Here's an image showing the desktop interface for MyWebCalls:

Telecomplete Ltd is based in Manchester, UK. They provide Internet connectivity, carrier services, hosting, security services, co-location and data-center services. Company officials say the MyWebCalls acquisition will "strengthen Telecomplete’s existing VoIP product portfolio and will offer an alternative to Skype and Vonage."

AB -- 1/25/06

Greg Galitzine, editorial director, for Internet Telephony magazine, has been filing a superb series of stories this week from the Internet Telephony Conference and Expo in Fort Lauderdale, Florida.

Among his stories from last night was an article about the thought-provoking keynote speech by Eric Shepcaro, AT&T's vice president for business strategy and development -- Greg describes Shepcaro as "AT&T's chief strategist," so what he says rightfully carries a lot of weight.

To open his presentation, Shepcaro showed an amusing video in which an interviewer asks New Yorkers if they know what IP and VoIP are -- only one elderly woman knows.

In reality, it wouldn't surprise me if in the long run, by far the greater number of VoIP users never do find out what VoIP is and many people who did know end up forgetting. Seems to me that most people who use technologies don't care that much what they're called and how they work, as long as they can meet their goals. And it probably doesn't matter much.

From the quotes Greg includes in his article, I suspect Shepcaro would agree. Shepcaro advocates "XoIP" as the future of IP communications, meaning "all things over IP" or "services over IP." Voice is the obvious first application, and, as Greg says, "cost savings remains the key driver" -- at least for now.

I was particularly struck by this quote from Shepcaro:

"It’s unacceptable today to offer standalone voice services. It is unacceptable to have my voice mail stored separately from my e-mail, forcing me to check it in several different places."

AB -- 1/25/06

Today Yahoo! released results of a survey that points to Internet search as a key tool for consumers looking for a VoIP provider.

I'm interested in knowing more about consumer perceptions of VoIP. Do they really recognize the term "VoIP" or do they think of it as "that cheaper phone service" or "making phone calls over the computer" or what? Do they even really care, as long as it works? I'm not sure that this study has enlightened me much on this question, but Yahoo! Search Marketing was kind enough to give me some additional information about the survey, so I was able to get a little more understanding of the results than was available in the press release.

Just a note: If you read today's press release, you might be a little confused, as I was at first, about who actually conducted the survey. The release says that Yahoo! "today announced key findings" from the survey but that the survey was "commissioned by the National American Testing Organization." The language here suggests that this testing organization only paid for the survey but did not conduct it themselves, but in a correction, a Yahoo! representative tells me that this organization was commissioned by Yahoo! to conduct the survey.

The study cited was conducted in August 2005 using 302 US adults with high-speed connections in the home who are aware of and have shopped for VoIP services. Its purpose at least in part was to explore the role of Internet Search in the research process for consumers looking for VoIP services. Researchers wanted to find out how consumers first heard about VoIP and the information sources they turned to to learn about it. Researchers used a 20-minute online interview.

Yahoo! believes the study reveals that "a multi-channel approach is necessary to drive initial awareness of VoIP services." In explaining how they first found out about VoIP technology, 31% of respondents identified traditional media (including TV, newspapers, magazines, direct mail and radio) as the primary sources for initial awareness. 28% identified Internet media (banners, provider web sites, search, blogs and telephone web sites) as primary sources. And interestingly, 19% cited family and friends, indicating a significant role for word-of-mouth marketing in the VoIP space.

The study found that about 67% of those surveyed used Internet search as the main tool for researching VoIP services. According to the release, almost 80% of those who used search said it was "the best source for obtaining information regarding VoIP services" and 66% said they "couldn't make a good decision without it." Keyword search was actually the starting point for 36% of consumers researching VoIP services.

The study indicates that market potential is very strong, at least among consumers who have heard about VoIP and have researched VoIP services. About 25% of survey respondents were already VoIP subscribers at the time of the survey, but 23% were uncommitted and planning to subscribe within a year.

Yahoo! feels the study demonstrates that VoIP advertisers should use multiple channels to build initial awareness of VoIP, but be sure to use a strong Internet presence with ongoing search marketing as a key component. Specific recommendations to advertisers include: "consider highlighting differences between VoIP and landline on advertising copy and landing pages" and "establish metrics (in addition to CPA [cost per action]) that factor in additional value search can provide (awareness and education)."

Today's release says, "Although Internet Search is prevalent in all stages of the buying cycle, it is strongest as a research and comparison tool where consumers are looking to learn about the technology, discover VoIP brands and as a critical tool in determining differentiation between competitors."

How much are VoIP providers paying per click on Yahoo! Search Marketing? Word is that the top 10 positions for the keyword "voip" are all higher than $1.00 per click. The top position is over $4.00 per click. Expect this to go up!

This survey didn't tell me some specific things I would like to know about consumer perceptions of VoIP, but it did confirm the importance of keyword search in Internet research and wayfinding. People like to search!

AB -- 1/18/06

I just had to call attention to this announcement from today:

United Online Donates NetZero VoIP Phone Service to Ronald McDonald House Charities Programs in the U.S.

You might not care much for McDonald's food, and you might think Ronald McDonald the clown is kind of stupid, and I wouldn't dispute you. But I have to say that the Ronald McDonald House program is one of the great things in a world that can be very difficult for families of sick children.

When our son Jeremy was 17, he contracted Hodgkins Disease, a virulent form of cancer that nearly killed him. We were living in Brattleboro, Vermont, at the time, and had to take frequent trips up to the University of Vermont Medical Center in Burlington for Jeremy's chemotherapy treatments. The Ronald McDonald House in Burlington was a life-saver for us, giving us a comfortable place to stay in a family atmosphere at no charge -- at a time when finances were very low, as we had to take a lot of time off work for the all-consuming trials of caring for a child with cancer (along with two other younger ones).

So I for one am grateful to United Online for providing free NetZero VoIP services for families staying in any of the 155 U.S.-based Ronald McDonald Houses -- and to any readers who have ever been thoughtful enough to drop a quarter or a dollar in the little box next to the cash register at the McDonald's counter.

As to Jeremy, in August my wife and I and his sister and two brothers were all together this past August to be with him at his wedding in the rain in a beautiful garden high on a hill in Guilford, Vermont.

AB -- 12/8/05

Today, Toshiba America Information Systems is announcing Release 4.0 for its Strata CIX IP PBX communications systems. Toshiba says the new release delivers "a more powerful processor an an expanded feature set."

Release 4.0 will now come standard in the CIX100, 200 and 670 systems and is available via processor upgrade in existing CIX100 and 670 systems and via software upgrade in existing CIX200 systems.

The new processors feature RISC technology; embedded DRAM with four times the memory, up from 16MB to 64MB; and a larger-capacity Secure Digital (SD) flash memory card (up from 64MB to 512MB). The new release offers improved remote upgrades and backups. New administration and maintenance features include enhanced traffic reporting and system alarms.

Of particular interest to call center operations, the new 4.0 release includes built-in Uniform Call Distribution (UCD) functionality, which, today's release says, "enables call flow to distribute more efficiently through a call center." The release adds the following details:

"UCD calls can be answered by the auto attendant, which prompts the caller to dial the correct UCD group number. Alternatively, UCD calls can ring directly to a UCD group. In either case, the call is then sent to the UCD agent or queue but never to a busy number.

"Calls sent to agents are managed by distributed hunt to find the next available agent. Callers in queue can receive music and announcements imbedded in one of the system's music-on-hold sources, and each UCD group can share or have a separate music source. Overflow timing is controlled by a unique overflow timer for each UCD group. Agent log-in and log-out buttons make it easy for agents to sign in and out of the system so that calls can be routed appropriately.

"The built-in UCD standard feature is ideal for basic call processing applications not requiring the more robust optional ACD and reporting capabilities available with Strata CIX systems."

According to today's announcement, Toshiba promises to "never leave a customer behind" -- thus the new Strata CIX Release 4.0 is compatible with the entire CIX family.

AB -- 12/6/05

VegaStream, manufacturer of enterprise VoIP Gateways, is announcing three new senior sales appointments today:

+ Steve Davis takes the job of senior vice president for sales and marketing covering the EMEA markets. He was previously vice president of global marketing for Mitel.

+ Andy Barrow joins as channel manager for the UK and Southern Europe. Barrow comes to VegaStream from Equip Technology and has held positions at Data Connectivity Services and Oceonics.

+ Ulf Sundin joins as sales director for the Nordics and Northern Europe, working out of VegaStream's newly-opened office in Sweden. Sundin has held positions at Panasonic, Texas Instruments, SCO and, most recently, at Transmode.

Today's release quotes Davis as citing some key market advantages of VegaStream: "a combination of proven technology, an established interoperability ecosystem and the foundations for a global distribution network."

VegaStream CEO Tim Burne cites "steady growth in demand for enterprise VoIP around the globe" as rationale for the EMEA sales-team expansion. The company recently strengthened its North American sales team as well.

VegaStream is sponsor of the Enterprise VoIP Gateways Channel on TMCnet.

AB -- 11/28/05