Top 5 Communications Trends of 2013

Communication Trends

2013 has been a year of ginormous communications changes, from the mind-blowing growth of smartphone usage to the game-changing addition of WebRTC. Organizations have been increasingly focusing on improving customer service, recognizing that while voice is still king, customers need to know that they can reach companies in other ways too, like through social media or video chat or instant messaging. Big data has made it possible to begin anticipating issues and improving and personalizing communications.

What is PESQ (Perceptual Evaluation of Speech Quality)?

Speech Quality

PESQ is a testing and monitoring related acronym that stands for Perceptual Evaluation of Speech Quality. Typically pronounced “pesk,” it is used as a means for automating the assessment of speech quality in communications networks (Unified Communications, VoIP, etc.).

The Numbers Speak: Data Services Equal Profit

Numbers Speak

Still leading the way in terms of the number of customers is Verizon Wireless. With 118 million subscribers, it is just a little ahead of its nearest rival AT&T, who have around 107 million subscribers. In terms of where both were one year ago, this represents only a 2% increase for AT&T but over a 7% increase for Verizon Wireless.

WebRTC: Show Me the Money

Money

The WebRTC data channel could be used to provide connectivity between the participants in a collaborative session, providing a real-time experience using a peer-to-peer connection.

WebRTC: Customer Service Evolution

Customer Service Evolution

When Customer Service Representatives (CSRs) are interfacing with customers via WebRTC, interactions are driven from an HTTP/application/browser data path. Therefore, additional context about each customer will be available. This will arm CSRs with business intelligence, so they can immediately understand why customers are calling and how to address their needs. This efficency will drive productivity and increased customer satisfaction.

WebRTC: Knocking Down the Boundaries of the Web

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.

Is WebRTC Real?

Is it real?

I’m here at the WEBRTC expo in Atlanta, GA, the second expo of its kind. Yesterday afternoon was filled with several hours of demonstrations of WebRTC wares. According to some vendors, this years crowd is double in size then last. I can attest that there are a lot of people here.

3 Critical Steps for Executing Contact Center Testing Scenarios

Brainstorm

Whether you are setting up a new contact center environment or updating an existing one, there are many factors to take into account. One wrong move and when you go live, the whole structure can come tumbling down. That’s why thorough pre-deployment testing is crucial.