Dialogic Blog

Reverse 911 – A Use Case for Call Progress Analysis

by Alan Percy

Mar 16, 2017 11:03:23 AM

Remember as a kid your TV show or radio broadcast being interrupted by an announcement, “this test of the Emergency Broadcast System, followed by the squeal of a test tone?  Reverse 911 has essentially made that old system obsolete – what is Reverse 911 and how does it work? 

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Topics: Legacy - Voice, Fax, Modem, Signaling, Communications Application Development

Unified Experience in a Unified Communications World

by Miguel Lopes

Mar 15, 2017 9:50:21 AM

Unified Communications (UC), more than a buzz word, has become such a loose term that everyone uses it without thinking twice when referring to any sort of enterprise voice and video services.

 

But what is the true meaning of UC and, more importantly, what are the implications to achieve true UC? Conversations focus so much on the technology that participants tend to lose track of what is the ultimate goal. The goal is to simplify the way enterprises communicate through different channels and to not add additional complexity.

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Topics: WebRTC and Multimedia VAS, VoLTE/VoWifi & IMS, IPX, Communications Application Development

An IoT Addiction Gets Satisfied at MWC 2017

by Alan Percy

Mar 6, 2017 1:28:38 PM

Mobile World Congress 2017 wrapped up on Thursday, bringing a close to the seemingly infinite exposition of mobile and wireless technologies.   From what you would expect in wireless base stations, antennas and what seems like a bazillion handset vendors, the event is also home to a wide range of network and mobile applications.  As a self-professed Internet of Things and home automation “junkie”, this was a chance to feed my addiction and see what was possible for both my home and in the spring house that feeds our shared water system at our recreational property on Rushford Lake.

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Topics: Events, Internet of Things, Communications Application Development

How Service Providers Can Avoid Becoming A Bit-Pipe

by Jim Machi

Feb 21, 2017 2:34:55 PM

I was recently talking to STL Partners / Telco 2.0 and we had a discussion about service providers now facing the similar disruption from over-the-top (OTT) players in enterprise communications as they saw with consumers. It’s an interesting issue. The “bring your own” app phenomenon has started, and enterprises are starting to see their  employees bringing WhatsApp and WeChat to the office to use for work, similar to how I brought non-enterprise Skype to the office to use

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Topics: WebRTC and Multimedia VAS, VoLTE/VoWifi & IMS, Signaling, Communications Application Development

What to Expect at MWC 2017

by Jim Machi

Feb 14, 2017 11:35:27 AM

Mobile World Congress is coming up soon and it’s always fun to speculate on industry marketing trends one might expect to see.  First of all, with a generally poor 2016 for telecom infrastructure vendors, which comprise the bulk of the companies with MWC booths, we’ll probably see an overall muting of far out expensive “come look here” marketing and parties. I do expect to see three main trends, though

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Topics: Events, Internet of Things, Communications Application Development

An Adventurer’s Communication Survival Guide

by Alan Percy

Jan 16, 2017 10:37:57 AM

I’m sure many of you do a lot of travel for work and like me, you likely have your own “routine” as to what you take along during your travels.  Laptop, phone, headset, cables, and chargers usually fill my backpack, allowing for communications virtually anywhere.  Over the holiday break, my family celebrated my wife and my 30th anniversary with a two-week trip to the Galapagos Islands, a remote collection of rocky islands off the coast of Ecuador made famous by Darwin and his scientific observations on evolution.  The remoteness of this type of travel brings a whole new challenge to communicating with family, friends, and work.

A few observations and suggestions:

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Topics: Guides: How-to's, Infographics, and more, Communications Application Development

Contact Centers – Where is it now, and what’s next?

by Jim Machi

Dec 27, 2016 9:36:12 AM

With IVRs, many of us understand that when we make a call, we may not even actually talk to a person. We may be talking to a computer.  And we totally accept it.  The computer voice will be the onramp to some database and find us the answer.  And if we really, really need to talk to an actual living person, we can do so. 

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Topics: VoLTE/VoWifi & IMS, Internet of Things, Communications Application Development

Airlines Fly Over Contact Center Expectations

by Jim Machi

Dec 20, 2016 9:34:20 AM

Last week, I talked about the different contact center channels. I mentioned that airline contact centers do a good job of keeping up with customers’ demands and expectations of communication.

Many of us travel quite frequently so just looking at how an airline operates is a great example of a modern contact center. 

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Topics: WebRTC and Multimedia VAS, VoLTE/VoWifi & IMS, Internet of Things, Communications Application Development

WebRTC Developer Workshops – Building Knowledge and Friendships

by Alan Percy

Dec 15, 2016 10:53:53 AM

 

This last month, we wrapped up the first round of six WebRTC and Cloud Communications Developer Workshops with a final push through both Paris and Lisbon.  After our whirlwind schedule of stops in November that took us to New Jersey, Chicago, Santa Clara, and Dallas, heading over to Europe a few weeks ago gave us some new perspective on what developers are working on and their priorities.  Thanks to the hard work that our instructors dedicated to the educational materials, our numerous guests learned how to build applications with Communications Platforms as a Service (CPaaS) mark-up languages, APIs, and WebRTC.  But what did we learn?

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Topics: Events, Communications Application Development

Comparing Contact Center Channels

by Jim Machi

Dec 13, 2016 9:49:24 AM

The contact center has always been technically innovative.  The quest to both improve customer service while reducing expenses at the same time, while potentially oxymoronic, gets pulled off in this space because of technical innovation.  In fact, the contact center used to be called a call center, because, well, the only way to contact one, or to have one contact you, was to place a phone call.  Contact centers were one of the first industries to really embrace IP communications because of this very reason.  Today, with the advent of push to talk, email, texting, and specific smartphone apps, there are multiple contact points. Let’s take a look at the different contact center channels.

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Topics: WebRTC and Multimedia VAS, Legacy - Voice, Fax, Modem, Communications Application Development

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