Today’s communication environment is extraordinarily complex. We live in a time where everyone wants to communicate and interact in their own unique way. Clearly this situation can be very challenging for contact center operations managers. There is pressure to meet customer satisfaction goals and reduce the risk of new technology, while also keeping costs low and addressing other business goals.
Are you making the move to a Service Operation Center? You might be – and not even realize it yet.
I’m a big believer in both giving and receiving respect in my family, in my office environment, and when I conduct business. Let me give you an example. When I contact a company, I have a legitimate question, concern or need. I expect you, the company, to respect that. Not every company is Zappos or […]
Those who prefer the status quo must have been shocked when T-Mobile announced its new JUMP program (Just Upgrade My Phone) at yesterday’s media event. This new program lets customers upgrade their phones whenever they want – up to two times in a year.
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.
As we enter early summer, it’s time to take a look back at IAUG, as well as the third consideration for a migration to SIP: what happens once you go live. Prior posts in this series focused on design and core technology decisions and up through the point of testing just prior to go live, […]
One group of especially smart people I work with on a regular basis is the market analyst community. I’ve worked with many of them over the past few years here at Empirix, as well as in previous positions. I enjoy when we can share with one another our views on the state of the technology world.
Voice over LTE (VoLTE) is the holy grail for Mobile Operators. It’s the final step in having a single all IP network offering better user experience, greater cost efficiencies and accelerated technology paths. Along with that, it brings a way to tackle existing OTT-type players by providing differentiated Voice Quality of Service (QoS). In fact, most Telecoms-focused conferences and publications talk continually about Voice over LTE (VoLTE): what it is, what it will offer and, more significantly, when it is coming.
Have you ever had something go wrong with your system? How do you find out people are having a bad experience while trying to use your enterprise communication system? Here are three ways I can think of – some of which less desirable than others.
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.