Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Dialogic - ContactCenterWorld.com Blog Page 2

Page: 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8

The Importance of SS7 to SIP Interoperability

SIP endpoints such as softphones / headsets used for IP based enterprise VoIP calls,  for WiFi calls, and for calls from third party communication apps such as WhatsApp, Viber etc. are becoming the norm. And with continued integration on the phone side (see Apple CallKit), these will continue to proliferate.

However, 3G is not going anywhere for a long period of time.  Subscribers are projected to continue to grow. And that means SS7 based phone calls.  

Combine the two together, and that means there will be more and more SS7 to SIP phone calls. I mean, while there will be more and more WhatsApp, Lync, and Viber phone calls between those that have those apps, there will also be calls to/from those with an SS7 base (3G) and those with an IP / VoIP / WiFi base. And even within the SS7 family, there are different variants because of regionality and slight variations in standards.  And then there’s SIGTRAN as well.  It’s complex. There is a lot of SS7 to SIP interworking required to cover all the different use cases.

Because user networks will invariably vary, and because coverage is important for any service provider, the need for interworking between the two types of networks will be an important part of any service provider for years to come.  For more information please read this whitepaper.

Source: https://blog.dialogic.com/blog/the-importance-of-ss7-to-sip-interoperability

Publish Date: October 24, 2017 5:00 AM


SIP Trunking Options for Mixed Networks

Back in June, I wrote a blog about using Gateways for SIP trunking if there are PSTN lines inside the enterprise.  And this makes sense for sure given 40% of enterprises are still PSTN on their internal networks.

But there are other options for interfacing your enterprise with a SIP trunk. Certainly, an SBC is a great choice if you have SIP throughout your network.  You would need to enforce SIP security at the network ingress point of any SIP trunk.  There may be SIP to SIP interworking to do as well.  SBCs can do all of that.

So, what should you do if you have a mixed network? 

1. You can deploy a gateway and an SBC.

2. You may already have a gateway and then wish to add onto that with an SBC.

3. Or you may deploy an integrated gateway/SBC box, allowing you to have a SIP trunk coming into the enterprise, and allowing you to migrate from PSTN to SIP at your own pace.

Dialogic has all the options listed above.   If you are interested in utilizing a SIP trunk and starting to standardize your communications on SIP, please contact us. We’d love to help you.

Source: http://blog.dialogic.com/blog/sip-trunking-options-for-mixed-networks

Publish Date: September 19, 2017 5:00 AM


Using Chat Programs for Payments

Mobile payment has been around for some time.  In some cases, there are mobile apps you can download from your bank, allowing you to do with your smartphone whatever you can do online.  There are also services like PayPal for person-to-person or person-to-business payments and mobile wallets such as Vodafone’s m-Pesa, which is branchless banking.

But there is an increasing trend to use chat platforms to perform financial transactions.  WeChat has been doing this for some time and has become one of the largest mobile money services in China.  The same for Line in Japan, Facebook, and possibly WhatsApp as well.  So why the trend?

To me, it’s all about convenience. While I would never do this since I don’t use chat platforms too much, and I’m not sure I’d be comfortable paying using a chat service, I’m also not the target audience for this.  I mean, I even still email and use the mobile phone as, well, a phone.  But if you are living your life on WhatsApp, or WeChat, or Line, or anything similar, then whatever you can do from there to simplify your life makes sense.  

In the simplest case, if you want to move from chat and typing to actually talking (it IS faster I think for most people), then you can do that.  Taking that steps further, there are plenty of other things you might want to do adjacent to your app.  But it takes effort.  If you don’t have to get off the app and log in someplace else, the better!

You might need to send money to your friends.  It’s easy to find them online on the chat, and it’s done.  With the banking app, to send money to another person, there are verification text messages involved in order to get approval.  I find that reassuring, but then again, I’m not the target audience for this. With the Chat app, you add your credit card information or bank info ahead of time so it’s all ready. So when you’re ready to send or receive money, you simply type in the amount in the chat app, and it’s done.  Or you might be chatting with a sales rep (or more likely a bot) and want to purchase something right there. Done. 

So, yes, I get it, it’s about convenience, and it makes sense. And we’re likely going to see more and more tie-ins to chat platforms, given their “ownership” of YOU, the subscriber.

Source: http://blog.dialogic.com/blog/using-chat-programs-for-payments

Publish Date: September 12, 2017 5:00 AM


Taking VIVR to the Next Level with Progressive Web Apps

For many years, native mobile apps have been the best way for a company, perhaps like yours, to get into your customer’s hands… literally. With the touch of an icon, smartphone users can load an app and access the services your company, big or small, provides. Today, the iTunes App Store and Google’s Play Store are the place to be, but this may be disrupted in the near future with the emergence of Progressive Web Apps (PWAs). In the last year or so, PWAs have become an increasingly popular way to build next generation apps, and we here at Dialogic, are using them to build Visual IVR interfaces that look and feel great on mobile devices.

Progressive Web Apps

What are PWAs? According to Google, the short answer is: Progressive Web Apps are user experiences that have the reach of the web.

They give you all sorts of great features that you would see in native apps, like push notifications, offline support, and app loading screens, but on the web! They are apps that can be run (and installed) on a smartphone with the added benefit that developers can bypass the app stores by deploying to a web server. And that is a game changer! 

PWAs vs Native Mobile Apps

PWAs have grown from the Hybrid Mobile App world. You likely haven’t heard about the “Native Mobile App vs Hybrid Mobile App”(1) debate (unless you happen to be a mobile developer) so indulge me for a moment because for a number of years now, the debate has been raging in the mobile app community.

The “native” camp has strong arguments for its side; performance is unmatched, better user experience and access to device capabilities (GPS, cameras, etc). The “hybrid” camp has often been beaten and bruised on these issues, but it has a number of positives as well; they feel like a native app and are much faster to develop. But these days, I would say the tide is turning and more and more arguments are getting listed on the “pros” column for the hybrid approach.

For me, with my background as a web developer, the hybrid approach and PWAs are compelling for a number of reasons. Firstly, they allow me to write less code, faster, using core technologies I’ve used for years (Javascript, HTML5 and CSS). Secondly, I can target all major mobile devices. And to top it all off, I can write all my code once and build my app for all three platforms; iOS, Android and the web.

For you and your company, these two points are key:

  1. Time to market is much faster. An iOS native app can be months in development, whereas a PWA can be developed and implemented in much less time.
  2. No more app store. No need to go through the app stores to launch or update your app as it can be installed and updated instantly via the web.

PWAs for Visual IVR

An essential component of a successful Visual IVR session is an elegant UI for the caller to follow. The task of developing a beautiful, user friendly and responsive PWA that works great on a whole diversity of smartphones is a daunting one. Thankfully there are tools out there that we can lean on to do the heavy lifting, such as React, Ionic, Polymer, Vue, Backbone, Angular and a few others. For me, the Ionic Framework has really impressed with its flexible and powerful components that give an impressive native app feel on iOS and Android. The speed with which we were able to prototype and implement a web app has impressed everyone involved in the process.

The possibility of retaining more customers by giving them the possibility to add their application to a user’s home screen is also very enticing. Although Apple’s iOS default Safari browser doesn’t yet support PWAs, a recent change in the WebKit dev status now lists the feature as “in development”, which makes the future of PWAs promising on all platforms.

For all the reasons above, PWAs for Visual IVR are a perfect fit and Dialogic will continue to follow closely the advances in this sector that is bound to affect how businesses interact with their customers. Let me know if you’ve got some experience to share on the other frameworks or if you want to know more about the VIVR applications we’re putting together with Ionic, write to me at louis.subirana@dialogic.com.

Source: http://blog.dialogic.com/blog/progressive-web-apps

Publish Date: September 12, 2017 5:00 AM


Which speech analytic engine is right for your application?

Confession - last week while entering my dark hotel room, I found myself uttering ‘Alexa, lights on’ – to my disappointment the room remained dark....

Indeed real-time speech analytics and natural language processing are changing human behavior (at least it’s changing my behavior) and we seem to be at the forefront of this paradigm shift, but with so many options, which speech analytic engine best? A simple search would generate an abundance of varying opinionated blogs, how-to's and even some voice assistant battle videos (one of my favorites) but still no definitive unified answer.

Recently the Dialogic applications team looked to leverage real-time speech analytics and natural language processing with our video conferencing solution to create a ‘conferencing valet’. The idea was to integrate the speech analytics service as a passive listening participant and trigger actions based on what it heard – in our case it would trigger visual advertisements in the chat window. We needed a cloud service that could quickly and accurately translate the speech of the conference attendees into text then be able to extract specific intents from the speech for actions. This led us to evaluating several vendor offerings and while in the end we decided to integrate using IBM Watson - the short and anti-climactic answer to which real-time speech analytic engine is the best is…… depends. 

Now let me explain before you close out this blog – the reason for the non-decisive answer is because each vendor has both strengths and weaknesses, which should be considered, based on the application use case. For example, sacrificing some accuracy for speed – in our ‘Conference Valet’ application, the attendees utterances would need to be analyzed in short quick bursts requiring a moderate level of accuracy in order to extract the intent. Let’s now flip it – sacrificing speed for accuracy with a ‘Doctor/Patient video consultation’ application where the transcripts are needed for compliance and accuracy is critical. 

Beyond speed and accuracy, there are value add-on features - take for example, Mod9’s - cloud-based service called ‘ReMeeting’. They specialize in not only high levels of accuracy but also speaker separation and searchability - powerful features that can help innovate specific applications. Last but not least, the ability to train or tune the speech analytics engine 'out of the box' to better serve the specific application. For instance, a voicemail application with email transcriptions almost alway contain a call back telephone number which should be interpreted as an integer rather than words ('my number is 7169.....' vs 'my number is seven one six nine....')

In the end, the best speech analytic engine will *depend* on the *use case* so be sure to compare the strengths (and weaknesses) against your *application requirements* before making a decision. 

//Vince - @vfpuglia

Source: http://blog.dialogic.com/blog/are-all-speech-analytics-engines-created-equal

Publish Date: September 12, 2017 5:00 AM


Unified Communications in the Cloud

A couple of weeks ago, I explored the migration to Unified Communications and gave my point of view about how the migration is somewhat determined by economics and the fact that enterprises have already set in place communications systems that have been paid for and work.  But let’s say that you as an enterprise have determined the time is right to move to UC.  Should it be premise-based or cloud-based?   Some enterprises are worried about losing control and want on-premise equipment.  But for many enterprises, UCaaS is the way to go as long as they are satisfied with the Quality of Service (QoS) and security.  And by now, so many enterprises have moved to cloud-based UC that there are more than enough use cases and proof points that QoS and security issues have largely been overcome.

UCaaS is a good way to go because adding features can be done as required.  Let’s say the basic UC features of email, voice, and presence/IM are in the system.  But there is a separate conferencing system to be migrated.  If the conferencing system works, you can keep using that as long as you want.  Then, when the time is right, move conferencing to the UCaaS environment.  Some UCaaS providers may also provide differentiation in the form of say video voice mail, or some other adjunct apps that may be useful for your business.

UCaaS could also be less expensive for your enterprise.  Various subscription pricing options are available, as are per minute plans. So it could end up being cheaper for sure.  But you should have an idea of your needs because you sign up for a price plan.  UCaaS could also bring a different mix of players than on-premise does.   Data center providers/cloud providers such as Google, Amazon, and HP could offer alternatives not available in CPE.

Source: http://blog.dialogic.com/blog/unified-communications-in-the-cloud

Publish Date: July 18, 2017 5:00 AM


Implementing the Visual Customer Experience With a VIVR

“Before beginning, plan carefully,” quoted Cicero, a Roman lawyer and toga aficionado from a couple thousand years ago. While he may not have been thinking about Visual IVR development when he coined that phrase, he was still spot on.

When implementing a Visual IVR it’s all about planning. For the first step, it’s helpful to build a flowchart to map out the customer’s journey both visually and audibly as they go through the VIVR options. You’ll want to consider what information to display to the consumer and then the associated text for that page.

I asked Peter Chan, a software engineer for Dialogic’s Power applications, about the importance of the planning step. He indicated that customers should think about the experience they want to provide to callers like associating a number with a subscriber to personalize the experience; or inspecting the country code of the calling number to select the appropriate language to use. You can also provide a personalized message or info on recent transactions to the caller after they have authenticated themselves. The key, he said, was to map out these possibilities into the overall visual and audio flow with the user experience in mind.

You’ll also want to record any specific prompts you want read or use text to speech converters to provide a readout to the user. The more advanced IVRs will also come with prerecorded prompts for the normal utterances like numbers, dates, currency amounts and so forth in different languages that can be used to provide audio cues in a VIVR session.

Once you have the audio and visual page flows mapped out you can then start building the HTML5-based web pages that will be synced up with the IVR call flows.

To make the user experience more app-like you can try using a development framework like Ionic. Ionic is an HTML5 mobile app development framework that can be used for building mobile apps. It provides a front-end UI framework that handles all the look and feel interactions like buttons, slider bars, map frames, video frames, checkboxes, toggle switches etc. to provide slick animation and cool design.

There’s also an Ionic Creator that incorporates simple drag-and-drop actions for building an application complete with the various widgets needed. It can be used to help reduces the time and skills needed to take your VIVR concept from idea to working app with just the drag of a mouse.

Louis Subrina, Web Development expert for Dialogic who put together the HTML5 pages for our VIVR demos, stressed how vital it is to have a proper wireframe established and know the components that you want to integrate as you build out the application. He also pointed out that there are Ionic compatible troubleshooting tools like Sentry.io to help look for errors during development as well as monitor the application in production environments.

As you create the app, you then establish the hooks to the IVR to synchronize the call flows, audio, and video with what gets presented to the customer.

After that, all there is to do is start engaging customers!

A VIVR provides an app like front end which allows subscribers to access personal information securely from a data repository directly or through the associated IVR’s SQL integration capabilities. A VIVR also allows the user to establish a connection with a live agent if necessary to provide additional support to the customer. 

In addition, it opens the door to integration with 3rd party and cloud based platforms to basically mash up end-to-end capabilities. In a demo we’ve put together, we’ve integrated the MarketCloud ecommerce platform into a VIVR application that allows customers to view, select and purchase island adventure tours. The MarketCloud integration provides enterprises a way to establish a complete backoffice in the cloud to manage inventory, customers, fulfilment and orders and provide analytics with an easy-to-use administration dashboard.

What’s also compelling is that service providers can either utilize these third party apps or they can tie a customized VIVR offering into their own ecommerce platform to provide additional enterprise stickiness as well as a channel for that service. So you can see how you can really provide a comprehensive solution for enterprises, entrepreneurs and microbusinesses using this visual approach to customer engagement.

If you want to view our VIVR demos, contact me at Thomas.Schroer@Dialogic.com and we’ll set you up. You can tweet us your comments at @Dialogic.

Source: http://blog.dialogic.com/blog/implementing-vivr

Publish Date: July 13, 2017 5:00 AM


Making Mobile Customer Engagement Apps On-Demand with a Visual IVR

71% of consumers want the ability to solve most customer service issues on their own according to a 2016 Aspect Consumer Experience survey. And they want the customer care experience to support that.

In addition, more and more consumers are shopping and interacting with businesses through their smart phones, and while enterprises would love to get consumers to download their app and put it on their device so it’s ready and waiting for them to use or to check-in at the next visit, the reality for most businesses is that this is just not going to happen.

In reality, smartphone real-estate is scarce. Over half of smartphone users, 62% to be exact, download less than 2 apps per month. And on the average, almost half don’t download any apps (2016 Mobile App Report).

So how are businesses going to engage customers on their mobile devices? A Deloitte mobile consumer survey estimated that in the UK alone, people check their phones 1.1 billion times a day. So it’s critically important to engage customers through this channel since the smartphone is effectively an extension of today’s mobile, on-the-go consumer.

One of the traditional ways an enterprise engages customers is through its Interactive Voice Response System or IVR, and while that technology has been enhanced by adding automatic speech recognition, speech to text and other bells and whistles, it still is an experience that is primarily audio-centric. This poses some inherent problems especially for IVRs with complex menu trees in which the caller must navigate through multiple options and menus.

Any more than 5 options on an IVR menu can be problematic for users since people have a hard time remembering all that was spoken. And while having a customer talk with a live agent may more efficiently solve his or her problem, that can get expensive especially when you consider that the cost of a live agent compared to a self-service transaction can be 400 times greater in some cases (Forrester).

So where does the balance lie for organizations as they try to contain costs, improve customer satisfaction, and better engage customers at all points along the buyers’ journey?

An ideal approach that we talked about in great deal at the recent A2I Summit in London is for enterprises to make the customer engagement experience – from awareness, consideration, and decision to customer care - more satisfying to the consumer by making it more visual in nature.

A Visual IVR extends the capabilities of a normal IVR by transforming it into a collaborative voice and visual on-demand web-based application for smartphones.

Without having to download an application or client, or require the user to register in some app store, a customer using a smartphone is offered the option to initiate a Visual IVR session. The Visual IVR approach no longer limits the customer to “dial pad only” interactions. With their smartphone screen, using a web-based interface synchronized with the IVR voice session, the customer now has access to an array of dynamic and interactive capabilities.

The Visual IVR session allows faster user navigation by simultaneously showing multiple options to the customer; it can also incorporate capabilities like:

  • Audio prompts
  • Text
  • Visual cues
  • Graphics, and
  • Location or other contextual information

Also, the VIVR supports the ability to push instructional videos to the user as well as allowing them to use their camera to provide additional information during the user session.  It really expands what consumers can do and how they can engage with businesses.

The VIVR user experience is HTML5-based giving customers the experience of a mobile app without the hassle of having to download software from a app store or get constant updates pushed to their phone. It can be built rapidly, and it can be used not only by large businesses but also entrepreneurs and small enterprises wanting to give themselves a bigger mobile presence.

In the next blog, I’m going to cover some key steps in implementing a Visual IVR. Until then, please share with me your thoughts on ways the mobile user experience and buyer’s journey can be improved by incorporating the audio and visual capabilities of a VIVR by emailing me at Thomas.Schroer@Dialogic.com or tweeting us at @Dialogic.

Source: http://blog.dialogic.com/blog/on-demand-mobile-app-vivr

Publish Date: July 10, 2017 5:00 AM


Unified Communications Murkiness

Everyone is talking about UC these days.  But what is it?  And why hasn’t everyone deployed it yet?

First of all, UC is a murky topic.  Unified Communications at it’s most basic level is voice, email and presence/IM capability in an application.   And some companies are very particular about saying they have UC apps because they have the basic ones.  But UC can also mean voice conferencing, video conferencing, text messaging, collaboration / document sharing, and fax.   And this contributes to different price points and target market fit. 

 By the way, fax is not normally identified with UC, but in my mind it is critical for UC.  Fax continues to be integrated into health care and legal verticals, so fax will be important for UC in those environments.

Enterprises like to utilize UC because it can save employees time.  For instance, I hardly ever use voice mail anymore.  I can see if someone I want to talk to is online/available, and then if so, make the call.  Saves both of us time.   And I schedule internal conference calls using our UC system.  And during these conference calls, we can share documents on screen.  And I can do this when at work, at home, or on trip from a hotel room seamlessly.  All in all, compared to 10 years ago, I can safely say that UC has certainly enhanced Dialogic’s work environment, and hopefully made us more productive. 

However, like most enterprises, this has been a journey for us.  We didn’t just move to UC overnight.  The main driver for us many years ago was our main PBX going end-of-service.  It made economic sense for us to move to a new IP-based system.  And so we did it in stages. 

And this is precisely the reason many enterprises have not yet moved to a UC system.  The current environment is there, is paid for, and it works.  So like last week’s blog on gateways and SIP trunking and existing environments, a migration will continue for a long time.  While most of us think the move to IP in the enterprise is over because we live in that world every day, in reality, there is quite a long way to go before this PSTN to IP migration is over.  And so there will continue to be opportunities for various forms of Unified Communications in the enterprise.

Next week, I will explore cloud based UC, or Unified Communications as a Service.

Source: http://blog.dialogic.com/blog/unified-communications-murkiness

Publish Date: June 27, 2017 5:00 AM


How Do You Market to a Chatbot?

At last week’s TechXLR8 in London, I was listening to Paul Wilkinson with Tesco talk about the various initiatives his company is exploring to improve the customer's buying experience through technology and innovation.

His group at Tesco has been experimenting with some novel ways for customers to order and buy the things they need, and then make that experience easier and more automated through the use of Artificial Intelligence (AI). They’ve looked at devices including ordering buttons and bar code scanners to help consumers order the things they need, or reorder when the things they use regularly run out.

They’ve also been leveraging the conversational interface capabilities of Alexa and Google Home as a front end to an ordering and fulfillment app to provide intelligence and context to the buyer’s journey. By adding AI, the application knows what the customer buys and when they need to buy it again. It can also anticipate based on different events and what it has learned in the past by basically applying “if this, then that” type of rules. For example:

  • The customer tends to order milk on Thursday, so if it’s Thursday, then automatically order milk, or
  • A customer's birthday is coming up later this week, so on that day, they should treat themselves to champagne.

But if an intelligent bot is now doing the shopping and making the decisions on what to buy, how do you market to that new kind of decision maker? Patrick did admit that there will be impacts to brand marketing in an environment where a bot pushes the consumer again and again towards purchasing the same products.

I spoke with Seri Mesquida Head of Innovation and New Ventures at Hotelbeds Group. He was at the conference talking about “AI as a Game Changer for the Travel Industry.” The use of AI and bots in his company's application includes interactive suggestions to consumers on travel packages based on a customer’s preferences.  I asked him how do you provide consumers variety and choices of products and services in a situation where those very things are being curated by an intelligent bot that is basing its decision on a customer’s historical buying patterns.

In his case, what they would do would add some selections that are not necessarily perfect matches to the consumer profile, but may be of interest to the consumer nonetheless. Regardless, the intersection of AI and online shopping seems to work. Tim Rogers, founder of +rehabstudio, was sharing several case studies of his company’s work that reinforced that point.

One of the projects he discussed was the Cocktail Coach, a chatbot that helps cocktail enthusiasts create high quality mixed drinks from the comfort of their own home.

It was rolled out prior to the Christmas holiday season in 2016 and included the ability to purchase the necessary ingredients for making the drinks. Tim indicated that the conversion rate for this app was a whopping 30%. Most online apps globally only see about a 1.3% - 3.3% conversion rate at most, and those numbers are highly device dependent (games see conversion rates up to 10%).  When I asked him why he thought that this particular app had such a high success rate, he indicated he did not have quantitative analysis for the reasons but attributed the success to the topic it covered and the value of the information provided to the user. I guess there’s a little bit of mixologist in most people, and the help provided on concocting drinks coupled with a high “time in app rate”, and an interactive smart interface makes for a good combination for conversion success.

Tim’s message on the future of company branding provided some insights to Paul Wilkinson’s comment earlier on the impact intelligent shopping bots will have with brands in general. Tim pointed out that a company’s brand is the experience its products and services provide and vice versa. When powered by AI, it becomes “Brand as a Service”. The new definition of brand that will drive valuation for a company becomes a combination of

  • Propriety data or intelligence
  • Branded services built on those capabilities, and a
  • Subscription versus a traditional sales commercial model

The advent of intelligent bots and analytics will have an impact on branding and marketing, and companies that can incorporate "Brand as a Service" concepts may be able to better position their products and services in this new marketplace. What do you think? Email me at Thomas.Schroer@Dialogic.com or send us a tweet at @Dialogic.

Source: http://blog.dialogic.com/blog/marketing-to-a-chatbot

Publish Date: June 26, 2017 5:00 AM


Improving Customer Care with Verizon’s Visual Interactive Calling

One of the challenges with any customer care is integrating the mobile application experience with a live agent interaction.   Today’s dis-integrated environment has consumers using their mobile applications to initiate transactions, but if a live agent gets involved, things get messy.   In most cases, that live agent experience requires repeating a host of identity verification questions, often stumping the consumer and causing confusion and frustration.

Thomas Smith, Senior Manager of Customer Experience at Verizon, joined me for an interview on the Communications Developer Zone podcast, explaining how he has been working on the problem. Tom explained that he has been focused on providing tools to enterprises that will improve the customer experience through the use of mobile applications, speech recognition, and other technologies. 

“We’ve all been exposed to poorly designed IVR systems,” noted Tom during our podcast. “Escalation is almost always a cumbersome experience requiring the consumer to answer a number of challenging questions”

To solve these challenges, Verizon recently launched Visual Interactive Calling – a new product based on Oracle WebRTC Session Controller (WSC) targeted toward enterprise contact center.  Visual Interactive Calling is seen by the consumer via a mobile application that integrates with a cloud server into the client’s contact center.  By merging visual clues along with a voice dialog with a live agent, the bridge between consumer and agent is dramatically shortened, allowing for simplified authentication and two-way information sharing.

As Tom explains in a scenario where a consumer that has lost a credit card and wants to order a replacement, “using the bank’s application, the identity verification is accomplished without the challenge questions, which we know are not very secure.”  With Visual Interactive Calling, the identity verification and security measures are handled by the application, allowing the consumer to proceed with their issue.

When discussing the architecture, one of the technical hurdles that Tom noted was integrating the new WebRTC-based service into customer existing contact center infrastructure.  To accomplish this, Verizon depends on Dialogic PowerMedia XMS to perform codec transcoding, converting from the WebRTC codec to the format required by the customer contact center.   The all-software XMS software is integrated with Oracle WSC and provides support for a wide range of codecs and media formats. 

Targeted toward large enterprise contact centers, Verizon Visual Interactive Calling was launched in May of 2017 and will find its way into many of the name-brand consumer applications over the next year or two.

You can hear the whole story with much more detail on the Communications Developer Zone Podcast.

Source: http://blog.dialogic.com/blog/improving-customer-care-with-verizons-visual-interactive-calling

Publish Date: June 22, 2017 5:00 AM


SIP Trunks and Whaaaat???…Gateways…but not SBCs?

Back in March, I wrote a blog about the PSTN sunset. But in reality legacy technologies are still in use.  I know this since we still sell them. Certainly, IP is growing and SIP Trunking is growing, but for most companies this means a gradual transition, not a full scale wipeout of existing technology. Why?  Because what they have works.  And because what they have is already paid for, minus any maintenance contracts.  And because it works, and is primarily paid for, it makes sense to continue to use it, and do an orderly transition off it when it makes business sense for the enterprise.

Many companies are moving to SIP trunks as connectivity into the customer premise.  SIP trunks can help enterprises move to cloud-based communications infrastructure over time.  It’s certainly easier to upgrade and have flexibility with a cloud deployment.  We have seen this in Dialogic when we have switched some of our enterprise communications applications to the cloud.  And with these SIP trunks comes an enterprise SBC, to help “protect” the enterprise network from what might come down the SIP Trunk.  This makes total sense for the IP network.

But as I said above, there will still likely be legacy infrastructure in the enterprise that works, that is paid for, etc.  So they’ll want to use it.  In this case, a gateway will be required to be placed between the legacy equipment and the SIP network.  This is why the gradual transition to IP continues and will continue over time.  And this is one of the reason gateways continue in the market and why Dialogic continues to sell them.

Source: http://blog.dialogic.com/blog/sip-trunks-and-gateways-but-not-sbcs

Publish Date: June 20, 2017 5:00 AM


Enhancing Avaya Solutions with Advanced Dialogic Technology

Dialogic is a Technology Partner in the Avaya DevConnect program—an initiative to develop, market, and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network. In recent years, Dialogic has tested numerous products with various Avaya subsystems such as the Avaya Aura platform, which provides a foundation for several of Avaya’s customer engagement solutions.  Products which have been tested and certified as Avaya Compliant in recent years include the IMG 2020 Integrated Media Gateway, the PowerVille™ Load Balancer and the Controlswitch™ System. 

Dialogic has recently updated its web site to make it easier for customers and channel partners to find information about all of these Avaya compliant solutions by creating a Partner Page for Avaya. This page includes details on the most recently tested Dialogic solutions for Avaya and includes links to application notes, related press releases and customer success stories. There is also a link to an Avaya Solution Guide, which describes how Dialogic products can complement the Avaya-based technology within enterprises.  

Dialogic has a rich heritage of providing products which can enhance the value of partner solutions by providing connectivity to a wide variety of networks, such as SS7, Sigtran, ISDN and SIP, and providing seamless interworking between components provided by multiple vendors. The partnership with Avaya is a good example of how Dialogic can add value to partner solutions. Customers can take advantage of the extensive testing conducting during the DevConnect process and reference the related application notes to build Avaya-based solutions which take full advantage of Dialogic’s gateway, load balancing and switching capabilities. 

To find out more, check out the Avaya partner page on the Dialogic web site and review the full range of Avaya Compliant products from Dialogic. 

Source: http://blog.dialogic.com/blog/enhancing-avaya-solutions-with-advanced-dialogic-technology

Publish Date: June 14, 2017 5:00 AM


Do We Really Need 5G Right Now?

Last week, I wrote about how great of a tool the Cisco VNI is for mobile trend analysis and how it might not be best to use as THE ONLY definitive future forward-looking mobile trend predicter. The reason I really started looking at the Feb 2017 report, though, was because I wanted to see what it said about WiFi offload. I just went off on a tangent last week.  This week, I return to the topic of WiFi offload.

My thesis has been that if WiFi offers lower costs for operators (who willingly support WiFi offload), then why do they not support this even more, as opposed to spending money on 5G?  And what is 5G anyway? (Specs are not done yet.) If the service providers spend much more money on RAN infrastructure upgrades to 5G, then will this actually be better for their subscribers than spending likely less money on supporting WiFi offload?  Their costs would go down and subscriber costs could also potentially go down. 

Or better yet, if their pipe costs went down, they could spend more money on other value-added areas for their subscribers.  Right now, just spending money on making better pipes will surely make them into the bit-pipe providers they say they don’t want to be.

According to the Cisco VNI, in 2016, 60% of mobile traffic was offloaded to WiFi, with expectations to grow to 63% by 2021.  And also, according to the Cisco VNI, WiFi offload is higher on 4G networks (some have theorized it would be lower since 4G offers better speeds so people wouldn’t bother to offload) because of the data CAPS imposed by the service providers. 

WiFi hotspots are also expected to grow 6x to 541 million by 2021.  So it’s just a thought to think this through fully. 

Is 5G really necessary right now?  Is it a money pit?  Might there be other options?  And what as a service provider do you really want to be?

Source: http://blog.dialogic.com/blog/do-we-really-need-5g-right-now

Publish Date: May 30, 2017 5:00 AM


XMS 3.3 – High Capacity Video Recording

This is the third in a multi-part blog series, explaining some of the many features and functions found in the newly released PowerMedia XMS 3.3 software.

If there is any question to the value of recording video, take note of any one of the viral videos of airline customer service “interactions” posted on YouTube.

The emergence of inexpensive storage completely changed customer service interaction and identity verification. Voice-only contact centers almost universally record all customer interactions – thus the pre-call warning that “this call may be recorded for quality and training purposes.”  You should expect the same will be true with video customer care interactions.  Recording helps resolve potential conflicts of “he said – she said” disputes with financial transactions.  Contact centers, banking, legal, and other industries require by policy or regulation that all customer interactions are archived, requiring the capability to record video interactions.

However, recording video is significantly more resource intensive than a voice-only recorder.  A VP8 video session at 720P @ 30fps results in a 1.2 Mbps stream.  A two-way video stream is double this rate.  A voice-only recording of a two-party interaction results in a 8 Kbps stream (1/150th of the video bandwidth required).

To address these needs, XMS 3.3 includes a new suite of performance-specific optimizations that increase the number of supported recording sessions to hundreds per server*.  By using native record functionality (no transcoding) and WebM containers, many more video streams can be captured and stored.

A typical use case would be a video financial services agent application with a customer on their mobile or tablet, while the agent is using a browser-based application on a PC, both ends supporting VP8 or VP9 video codec.   Because the conversation requires authentication and potentially instructions for a transfer of funds, regulations or policy would dictate that the conversation must be recorded.  To facilitate the recording, the application would route the media streams between the agent and the customer through a PowerMedia XMS media server.  Once the media streams are established, the XMS server would perform the recording, sending a recording of one or both sides of the conversation to a Network Attached Storage (NAS) cluster.   The result would be a collection of WebM-formatted files, available for playback and management by the contact center archival/library function.

Interested in giving it a try?  You can download a FREE trial copy of the software at the PowerMedia XMS Product Landing Page.

* Actual performance limitations depend on the processor performance and external factors – consult with your Dialogic account manager for a detailed analysis of your situation.

Source: http://blog.dialogic.com/blog/xms-3.3-high-capacity-video-recording

Publish Date: May 15, 2017 5:00 AM

Page: 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8

ABOUT US IN 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =