SIP 101: Ensuring Successful Implementation

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SIP 101

To start the process off, perform a “Network Readiness Assessment” or NRA. Note, however, that this concept means different things to different people. I have seen some customers perform NRAs on their own in a variety of different ways, I’ve seen third parties perform them for customers, and some IP Telephony vendors require that the NRA be performed by them in order for them to support their product.

Finding Sanity in the Complex World of Technology

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Finding Sanity

Both Enterprises and Service Providers are attempting to find ways to handle increasingly complex technology environments. Better access to data and new tools to improve services and increase revenue are constantly being developed and adopted. While this is of course advantageous, it also creates a snarl of technology that is challenging to untangle.

User Experience in the BYOD Era

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BYOD Era

Some companies are already attempting to understand how to deal with BYOD, while others haven’t even begun and are looking for direction. But everyone acknowledges it’s something that can’t be ignored. Whether or not companies officially sanction it is almost a moot point. It’s here and if you don’t find a way to deal with it, you will feel the impact.

Can Support Systems be Trained to Speak “Customer”?

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Speaker Training

Imagine how happy a mobile service provider (MSP) would be if instead of a customer calling in to complain “I’m having trouble with YouTube” they simply said “The video queuing mechanism on server SW-304 is overloaded.” The company could just fix the problem instead of transferring the call to an engineer to manually sort through the hundreds of possible factors that degrade service – all while the caller waits for an answer.

Customer Service Automation: Do it Right!

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Customer Service

OK, I get it. You put in an automated interactive voice response (IVR) system because it saves you time and money. Fewer agents needed to answer calls. Some of my basic questions answered without me needing to wait for a live person to help me out. You can shoot me over to the right department. And when I need to talk to an agent, he or she already has some of my basic information. Right? Well, sometimes.

Customer Service: It’s All About Love

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Love

Are you including love in your customer lexicon? If not, maybe it’s time you started to. I just returned from Genesys G-Force in Boca Raton, FL. Once again, the Genesys team produced an excellent event for their customers and partners. A central theme this year was about establishing a one-to-one relationship with customers. The critical […]

Travel Delays? The Pain of Steering of Roaming

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Travelers

Ever wondered why when you travel abroad and then switch on your mobile phone it takes so long to obtain service? Depending on how frequently you travel, you may notice that it takes several minutes before your phone obtains a connection. In some cases it can take significantly longer and you are left looking at your device screen, wondering if those service bars will ever actually appear. When they eventually do, your reaction is probably one of relief where your conclusion is that being a roamer, it simply takes time for you to connect with a foreign operator.

SIP 101: Preparing for Successful Deployment

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SIP 101

When I talk about end to end SIP I am looking at SIP all the way in from the carrier trunks, through the core infrastructure, and out to the phones (hard phones or soft phones). With that out of the way, let’s talk more about some of the questions that need to be answered and some of the key things that you, the customer, need to do in order to make your SIP deployment successful.

A New Direction in Inter-Carrier Trends

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Inter-carrier

Carriers have a long history of partnering to route traffic across the globe. Operators work with local providers to terminate rural calls. Organizations maintain multiple partnerships to manage mobile roaming and drive revenue. Today we are seeing a new breed of partnership based not on extending regional coverage, but instead on improving technical capabilities.

Committing to Quality

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Commitment to Quality

Among many reasons we’ve been growing is the critical value we provide to our customers. When we are out talking with customers who typically provide voice and data solutions to their clients, we continue to hear more than ever that there is an increasing demand for a great customer experience – and customers become very vocal when they don’t get it. Social media just underscores the immediacy of that criticism and the large impact a complaint can have in a very short amount of time.