Take a Closer Look: What is Active Monitoring?

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What is Active Monitoring?

The phrase Active Monitoring can mean many different things, ranging from a periodic ping to verify that a server is reachable, to an HTTP transaction to measure responsiveness of a website, to a multi-party voice transaction to determine the quality levels that users are experiencing. Today, I am going to focus on active voice transactions.

WebRTC: Knocking Down the Boundaries of the Web

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Knocking Down Boundaries

WebRTC doesn’t come with a back end infrastructure, especially not one that can harmonize all the different protocols, codecs, various services and devices available today. CSPs however, are perfectly aligned to leverage their current IMS/PacketCable implementations to compliment the WebRTC services that they or their customers are looking to deploy.

Roaming All the Way to the Bank

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Roaming to the Bank

Much has been written in the press recently about the drop in roaming-related charges that Mobile Operators enforce on customers. A few years ago, you could expect to pay almost 10 times as much for making a voice call in a foreign network compared to making that same call in your home network. Even worse, you were charged regardless of whether the foreign network was a preferred roaming partner or not.

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.

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 […]