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Tremendous Changes Continue at Avaya

CEO Jim Chirico says the new Avaya is ‘all about execution,’ and is assembling ‘wartime generals’ to get the job done.

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Contact Center Market 2018

I have been focused on enterprise communications for about 20 years now. During that time, there has been no topic more boring than contact center — until now. Suddenly, the contact center is where it’s at. It’s not just me,…

Contact Center 2018

I have been focused on enterprise communications for about 20 years now. During that time, there has been no topic more boring than contact center — until now. Suddenly, the contact center is where it’s at. It’s not just me,…

Zia, AI, and Predictive Routing

I love this quote from Benedict Evans: “As soon as we say ‘AI’, it’s as though the black monolith from the beginning of 2001 has appeared, and we all become apes screaming at it and shaking our fists.” AI and…

A Spamming Nightmare

(This actually happened to me. This is not theoretical.) We just had the most horrible thing happen to us because of SPAMMERS. One of those spammers (presumably from India) who presents themselves as Microsoft Technical Support who is calling to…

NEC Adding Cloud-based Value

NEC has been steadily adding cloud-based business applications to its UNIVERGE BLUE portfolio of business communications services, most recently adding the UNIVERGE BLUE ONDemand Collaboration video conferencing cloud service based on technology from Vidyo. Under this partnership, NEC channel partners…

My New Home

Gone is the wall phone. My wife and I are building a new home. It’s a second home for us. We’re home based in five different countries, and we decided to build a wonderful new/custom home in the Seattle area….

TalkingHeadz with Scott Stephenson, CEO Deepgram (TH#8)

In this TalkingHeadz, Evan (Twitter and LinkedIn) and I (Twitter and LinkedIn) discuss speech technologies with Dr. Scott Stephenson, CEO and Founder of Deepgram. Deepgram presented in the Innovation Showcase at Enterprise Connect 2018. All of those companies are carefully…

Amazon's Mayday Comes to an End

Amazon this month will end Mayday, the groundbreaking customer service app it introduced in 2013. Mayday revolutionized customer service, especially in consumer electronics. Mayday was a preinstalled app that offered customers high-touch customer service on low-cost tablets. Each Amazon Fire…

Amazon’s Mayday Comes to an End

Video-enabled customer service is as rare today as it was back in 2013.

Telecom: The Next Generation

I will say again, there are five things needed to be standardized in order to launch a new generation of telecommunications: Here is a list of the features I think we MUST HAVE for the next generation of communications: An…

TH #7 Everything is a CPaaS

As with all things telecom, what starts clear becomes murky. Case in point is definition of a CPaaS. It was an easy, one word definition: Twilio. But now, things are complicated. First, Twilio has expended in many ways that are…

Pre-800 Toll Free

Do you know that during the early planning of toll-free (inbound paid) service there was no notion of using the 800 area code? The plan was to use a special prefix within each area code—552 as I recall—to be toll…

TalkingHeadz #6 Scott Wharton – GM Logitech Video

It’s Infocomm week! Lots of video related news coming from Las Vegas. Evan Kirstel and I chat with Scott Wharton (GM of Logitech Video). Scott explains how a keyboard company can automate video — so much that you might be able to…

Penny Wise Dollar Foolish: IT Network Spending

Most large enterprises spend 15% of their IT budget on networking and communications.  Your network service providers and hardware/software suppliers are incented for enterprises to spend more, not less on services.  Enterprise network bandwidth requirements double every 2.6 years and…

Microsoft Buys GitHub – Meh

Microsoft hit an emotional nerve with its announcement of intent to acquire Github. The uproar has to do with Microsoft being a mega for-profit software company being incongruous to owning the emblematic safe-harbor of the open-source community. Get over it….

Fun Hacking WATS

I had a lot of fun hacking WATS service in the 1970s. (And, it was legal!) WATS service was a flat rate service offered by the Bell System mostly from about the 1960s through the 1980s. You paid a flat…

May 2018 Quipz

I just published my monthly Quipz report recapping May 2018.  A reasonably big month of news. It started with Trollope’s surprise departure from Cisco and arrival at Five9. Honestly, I didn’t get it at first, but it’s grown on me…