The Bad Habits of Using Business Buzzwords

T. Banting

Summary Bullets:

• Collaboration vendors’ use of vague industry jargon tricks people into believing something important is behind the technology they represent, rather than describing how technology can be applied to solve business problems.

• Vendors should instead use plain, instructive language to explain how their technology can be a strategic asset that helps organizations meet their business objectives.

Every industry has its own unique jargon and buzzwords. Sometimes it’s useful, serving as a shortcut to ‘make sure we are all on the same page’; however, I have sat through far too many empty, jargon-laden vendor presentations and become annoyed at how ambiguous jargon inhibits effective vendor communication. Read more of this post

Public Cloud Wars Will Heat Up in 2017; Amazon and Google Battle Microsoft via Middleware Partnerships

C. Dunlap

C. Dunlap

Summary Bullets:

• Enterprises seeking greater infrastructure and data/application services efficiency are moving cloud-native and hybrid cloud application development to the public cloud.

• The next phase of cloud computing growth will be driven by containers, microservices, and Functions-as-a-Service, specifically those supporting mobile and IoT platform services.

Cloud-native and hybrid cloud application development is making its way to the public cloud as enterprises increasingly see Amazon Web Services (AWS), Microsoft Azure and Google Cloud Platform (GCP) as a viable infrastructure and data/application services model. In the past week, AWS and GCP separately increased their app development arsenal by way of two key middleware and mobile middleware partnerships. Read more of this post

SD-WAN as Intent-Based Networking: Opportunities Abound

M. Fratto

M. Fratto

• Proscriptive network configurations work well, but they are static and unwieldy and don’t really reflect what IT wants or users expect.

• For many organizations, SD-WAN will be their first contact with intent-based networking, which can open many opportunities.

Admit it, you really want your computers to do what you want, not what you say, but computers are really only good at doing what you tell them—nothing more and nothing less. That paradigm has driven all of our human-computer interactions, including how IT systems are designed and operate. Read more of this post

New and Exciting Times are Ahead in Browser-based Communications as IP Exchange and WebRTC Mature

Joel Stradling

Joel Stradling

Summary Bullets:

• The Web Real-Time Communications (WebRTC) standards body is dedicated to establishing a common set of protocols for WebRTC applications on browsers, mobile platforms, and IoT devices.

• OTTs look to wholesale carrier IPX to add crucial Quality of Service (QoS) metrics to WebRTC tools, opening new possibilities for highly reliable and enterprise-grade solutions.

The Internet has introduced some pretty exciting life-changing things since its creation. Its relentless evolution continues to impact everything we do. WebRTC holds considerable promise to impact our lives further as browser-based voice, video and chat, becomes possible on any connected device. WebRTC already allows browser-to-browser video, with developer Bistri for example reporting strong traction and rapid growth in browser-instigated video calls. For wholesale carriers that have invested considerably in IPX, the attention to WebRTC applications from OTTs is causing everyone to sit up. This is because as WebRTC applications proliferate, the inherent QoS in IPX combined with imaginative new applications dreamed up by OTTs should drive both traffic and revenues onto IPX-enabled networks. The addition of mobility, including LTE, to the mix just makes the prospects that much more enticing, with video calls possible and the possibility for browsers to ‘talk to each other’ in the Internet of Things (IoT) and mobility ecosystem. Read more of this post

A Look Back on a Week of M2M Events

Kathryn Weldon

Kathryn Weldon

Summary Bullets:

·       On September 12th, Telefonica held an analyst conference in New York that focused on its ambitions and traction in M2M and featured a new high-profile customer OnStar

·       On September 13th, Orange held an analyst conference in Brussels that focused on its ambitions and traction in M2M and featured a new high-profile customer – Qualcomm Life

M2M is still in its infancy when it comes to numbers of connections and revenues, despite the fact that it is a decade-plus old industry, with wireless POS and fleet management solutions running over networks since the dark ages of cellular connectivity. These days, M2M generates excitement because it captures the imagination as people think of all of the “things” in their lives that can possibly be connected. Global operators Orange and Telefonica are upbeat about the opportunity and chose the same week to hold analyst events focused on M2M. Read more of this post

First Contact Resolution – The Second Best Key Performance Indicator of Customer Care

K. Landoline

K. Landoline

Summary Bullets:

  • Because of its potential to cut costs quickly and boost customer satisfaction, first contact resolution (FCR) is gaining recognition as the major key performance indicator (KPI) of success in customer care settings.
  • More enlightened customer care executives realize that their happiest customers are those that never have to contact a customer care center at all.

Because of its potential for immediate, effective and powerful results, FCR is gaining recognition and acceptance as a major KPI across customer service operations. The ability of a high FCR level to affect revenues positively and boost customer satisfaction, while decreasing the cost of customer care by reducing redundant operations, makes its achievement a win-win situation for both the corporation and its customers alike. Read more of this post