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.

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.

UC, Mobility, WebRTC

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Mobility

Interwoven throughout the conference was discussion on the rapid pace of change, in particular in Unified Communications environments. Enterprises are integrating multiple and instantaneous forms of communication with business processes.