Top 5 Communications Trends of 2013

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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 […]

Take a Closer Look: What is PESQ?

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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.). Previously, I outlined Mean Opinion Score (MOS) and described why it has become the de facto standard […]

Voice Biometrics, WebRTC and More at SpeechTEK 2013

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Voice Biometrics

SpeechTEK 2013 in New York City this week was a very successful event. I’ve been attending this event for more than 10 years, and while the trade show area was a bit smaller this year than in past years, the quality of attendees, discussions with customers and conference sessions were outstanding. Voice Biometrics One of […]

WebRTC: Show Me the Money

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Money

While I was at a WebRTC conference in Atlanta a few weeks ago, I sent my social media guru @HollyChessman a note asking her about a company called Solaborate. Solobrate has an impressive new social media platform that allows for collaborative group activities, for example a shared whiteboard. Read: WebRTC: Customer Service Evolution Then this […]

WebRTC: Customer Service Evolution

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Customer Service Evolution

Avaya recently published a blog post by Val Matula about how “WebRTC is bringing Customer Service of the Future to the Present.” The piece does a great job helping to explain the key values that will help contact centers evolve into creating a better customer service environment. As I mentioned in the podcast “Testing, Analyzing and […]

The Winning Move: From NOC to SOC

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Winning Move

Are you making the move to a Service Operation Center? You might be – and not even realize it yet. Why move from a NOC to a SOC? Well here’s the story. I, like many folks who get their start in telecoms, used to take a low end role in the Network Operations Center. People […]

WebRTC: Knocking Down the Boundaries of the Web

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Knocking Down Boundaries

WebRTC Expo was a great event, with many great people demonstrating the capabilities of WebRTC. WebRTC is like a jackhammer on steroids, blasting open the current boundaries of the web. For Communication Service Providers (CSPs) this is opening a large new market. WebRTC doesn’t come with a back end infrastructure, especially not one that can […]

Is WebRTC real?

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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. At a quick glance […]