Carolyn Schuk : VoIP Princess Blog
Carolyn Schuk
| News and views on the world of IP communications from the VoIP Princess, Carolyn Schuk.

Why E-Mail Sucks and How to Make it Smarter

Many of us live in email. I get hundreds per day and I need almost every message. I am also a source...

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The Contact Center's Seemingly Oxymoronic Play: How to Decrease Costs Yet Improve Customer Service

I was recently asked to talk to some of our many contact center customers about the new contact center trends.  It...

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The New Facet of Customer Experience Management - Field Service 2.0

By: Rhodo Odysseos, Product/Solution Marketing, Alcatel-Lucent, and Jess Verbruggen, Motive Integrated Marketing Assistant, Alcatel-Lucent

Traditionally, communications service providers (CSPs) have treated the field service aspect of their organization as a cost center. Field technicians engaged in maintenance activities were simply a part of the cost of doing business.  More recently, the communications industry in general and the field service arena in particular, has been disrupted by immense changes in the customer profile, service expectations, and behaviors.

Field service is often the only face of the company that a customer will ever see, so it’s not a surprise that CSPs are striving to make a positive impact on customers in this realm. Achieving full potential in field service saves CSPs a lot of time and money. Productivity and efficiency reviews targeted at field service operations, done correctly, can reinforce other areas of the business by increasing customer satisfaction and improving safety and quality. 

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Amazon Fire Phone Should be a Laptop

I’ve written a lot of headlines in my life but this one is among the oddest. Why on earth does a phone...

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Apple Pay Vs. Google Wallet

Replacing credit cards can likely only be done if the new system is dead-easy to use and it moreover has to be...

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Signaling Offers Great Differentiation for Mobile Value-Added Service Offerings

We’ve all heard that some Value Added Services (VAS) revenue such as Short Message Service (SMS) are starting to decline in...

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Birdstep Improves Wireless User Experience, Reduces Churn

A smartphone user can get tripped up easily when in motion as today’s smartphones look for WiFi networks to connect to and...

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Wave goodbye to all-you-can-eat mobile data plans

June 8, 2010

There was plenty of buzz about Apple's new iPhone 4. But less-noted was AT&T's abandonment of unlimited data plans. AT&T isn't the first carrier to observe that more is less when it comes to iPhone profits. As smartphone subscribers eat up rich media and interactive content, operational costs grow faster than ARPU.

Another brick in Google's VoIP wall

May 18, 2010

This morning Global IP Solutions announced that it has entered into a $68 million buyout agreement with Google. Add that to Google's February, 2010 announcement that it was undertaking an "experiment" to build 1-Gbps FTTH networks, and it's clear that Google has plans to become a serious telecom infrastructure player.

Another brick in Google's VoIP wall

May 18, 2010

This morning Global IP Solutions announced that it has entered into a $68 million buyout agreement with Google. Add that to Google's February, 2010 announcement that it was undertaking an "experiment" to build 1-Gbps FTTH networks, and it's clear that Google has plans to become a serious telecom infrastructure player.

FCC's Modest Broadband Oversight Proposal Not Cause for Hysteria

May 17, 2010

Despite the fact that everyone, from the Washington Post to career conspiranoid Alex Jones - Police State 4: The Rise Of FEMA - Don't Miss Out! Get Your Subscription Today! - is saying that Chairman Mao Tse Genachowski is enacting a diabolical master plan for crushing the free spirit of the Internet - not to mention Avatar downloads from BitTorrent - under the FCC's Wehrmacht, the FCC is not, repeat IS NOT, proposing to regulate ISPs like telephone companies.How do I know this? Because unlike most of these reporters, apparently, I actually read the FCC's 14-page statement.

FCC's Modest Broadband Oversight Proposal Not Cause for Hysteria

May 17, 2010

Despite the fact that everyone, from the Washington Post to career conspiranoid Alex Jones - Police State 4: The Rise Of FEMA - Don't Miss Out! Get Your Subscription Today! - is saying that Chairman Mao Tse Genachowski is enacting a diabolical master plan for crushing the free spirit of the Internet - not to mention Avatar downloads from BitTorrent - under the FCC's Wehrmacht, the FCC is not, repeat IS NOT, proposing to regulate ISPs like telephone companies.How do I know this? Because unlike most of these reporters, apparently, I actually read the FCC's 14-page statement.

Skype slights Mac community, Dan York bristles

May 13, 2010

Mac users just don't get no respect, as Disruptive Telephony's Dan York points out today in his kvetch about Skype's video group calling. But Skype keeps making money, despite its blinkered product strategy.

May 13, 2010

Mac users just don't get no respect, as Disruptive Telephony's Dan York points out today in his kvetch about Skype's video group calling. But Skype keeps making money, despite its blinkered product strategy.

Microsoft Kin: Another Misadventure in the World of Can't

May 5, 2010

It seems that the Kin is the dumbest smartphone in a competitive lineup of contemporary devices that almost-but-not-quite do things.

Other computer makers following Apple into the smartphone market?

January 30, 2009

While You Were Making VoIP Calls on Your TV at CES, Mobile TV Was Calling Your Phone

January 12, 2009

In his Fierce VoIP post on Monday, Doug Mohney reports that one of his takeaways from last week's CES is that your TV is morphing into a phone. Maybe so, but another - and potentially bigger - story at CES is how your phone is turning into a TV set.