Sound Telecom Uses Call Monitoring Metrics to Honor Super Agent - TMCnet
This month, as Marvel’s Avengers have ruled the box office, superheroes are on the minds of many Americans. But sometimes people can be super without the ability to summon lightning or the benefit of a super soldier serum. In fact, by using techniques like 3rd party remote call monitoring, companies like Sound Telecom can recognize Super Agents – even when they don’t work for SHIELD.
Each month, Sound Telecom gives out the Super-Agent Award to the call center employee that has the highest quality score. This month, the race was ultra competitive, as the company had four agents with scores that topped 97 percent for the entire month. The winner of the award for April, however, was Phil Visnaw, whose score was a staggering 98.65 percent, though this is not a personal high for Vinsaw, as he has received scores of 100 percent more than once in his eleven years with the company.
Sound Telecom implemented the award several years ago in an effort to improve agent quality scores. Through a combination of monitoring metrics, including 3rd party remote call monitoring, customer feedback surveys and more, the company identifies agents with exemplary customer service skills and recognizes them with this award. In this way Sound has sought to ensure that every call is answered by a professional, friendly and courteous agent.
In 2008, Sound Telecom reorganized its call monitoring department. The purpose of the reorganization was to create a way to monitor calls in a more proactive fashion, keeping track of customer interactions in real time, getting quality ratings and feedback to agents as quickly as possible. The Super-Agent award was a large part of this initiative, which is focused on the three pillars of courtesy, professionalism and friendliness.
Edited by Amanda Ciccatelli
AMD Telecom Exhibits At Mobile Asia Expo in Shnghai, China 20-22 June - Newswiretoday.com
AMD Telecom S.A. - Certified By GSMA SMS Hub Provider Worldwide at Mobile Asia Expo 2012!
One-stop-shop & End-to-End SMS HUB solutions for MNOs, MVNOs & SMS AGGREGATORS guarantee future growth in Asia continent.
AMD Telecom, GSMA certified SMS HUB PROVIDER worldwide, is happy to announce that, after our very successful participation in Mobile World Congress 2012 in Barcelona, our next step is our participation in Mobile Asia Expo 2012, in Shanghai-China, Hall N1, Stand N1.E64, dated 20th June 22nd June 2012.
AMD Telecom is one of the few operators worldwide, which is certified by GSMA as an Open Connectivity Solution Provider (SMS hub / roaming hub), providing high quality SMS/MMS messaging services to MNOs, MVNOs, SMS Aggregators and large enterprises globally, covering directly more than 1200 networks in 230 countries worldwide.
Expanding our business activities in Asia continent, AMD Telecom focuses in China and exhibits in the must-attend annual gathering of the Asian mobile industry, MAE 2012, in Shanghai, grabbing the opportunity to meet with key decision-makers in more than 200 mobile technology companies, mobile networks from all over Asia and all facets of the mobile world and experience the latest cutting-edge solutions in Asian mobile industry.
As China is acknowledged as the most advanced mobile web economies in the world, AMD Telecom plans, not only to support reliable mobile messaging services in China and the whole Asia, but actually provide a complete range of Interconnect Billing, Fraud & Revenue Protection and Business Intelligence, upgrading market status and enabling a significant edge over the competition.
Exhibiting in Mobile Asia Expo 2012, AMD Telecom plans to showcase its high quality SMS/MMS messaging services and value added services for MNOs, MVNOs, SMS AGGREGATORS in the whole Asia continent, focusing on China, generating new business leads and cultivating potential business relationships and new business opportunities.
Based on more than 10 years of experience and proven expertise, AMD Telecom promises to provide turn-key, customized solutions directly to MNOs, MVNOs and SMS Aggregators, guarantying end-to-end retail, carrier & wholesale services and value chain management solutions, enabling mobile operators and all its clientele globally to exchange intelligent and reliable data, routing, billing and settlement information.
AMD Telecom welcomes you to visit us in Hall N1, Stand N1.E64, while offering you the opportunity to schedule a meeting with us through amdtelecom.net/.
TELENOR : This year, nine out of ten Norwegians will have 3G coverage where they live - 4-traders (press release)
(Fornebu, 1 June 2012) Telenor is intensifying its 3G expansion. In the course of 2012, 90 per cent of Telenor's mobile telephone customers will have 3G coverage where they live, and further expansion will ensure coverage for 95 per cent of its customers.
In particular, Telenor is improving its 3G coverage in towns and cities and is building new 3G stations where there is currently only 2G. The company is also well underway with expanding the next generation mobile network - 4G.
"The Norwegian people's use of mobile phones has changed dramatically. Now more than 55 per cent of mobile phones in Telenor's network are smartphones, and by the end of 2012 we expect that figure to have increased to 70 per cent. Telenor's mobile network ensures high speeds and good capacity when people are surfing the net on their PC, tablet or mobile phone. Customers need to be sure that we offer the best coverage, quality and capacity, both now and in the future. That is why we are focusing on 3G expansion," says Berit Svendsen, managing director of Telenor Norway.
Super surfers
Telenor is noticing that Norwegians really have become super surfers. Data traffic on mobile phones increased by 20 per cent from the fourth quarter last year to the first quarter this year. If this growth continues, growth this year will amount to approximately 150 per cent.
"It is this development that is motivating us to expand mobile phone coverage in areas that currently do not have 3G coverage, and at the same time we are improving capacity where there already is coverage," says Svendsen. Around 500 existing 2G stations will be put into operation this year alone. Telenor is also building 350 new stations in the 20 largest towns and cities in order to ensure good capacity for customers on the move and to improve coverage indoors.
"In total we will be setting up around 3,000 3G stations, either at existing 2G stations or completely new stations, by 2014," says Svendsen.
"At the same time we are developing high speed networks to the mobile stations in order to ensure good capacity and good quality for our customers," says Svendsen.
30 million MB a day
Every 24 hours, Telenor's mobile phone customers use around 30 million megabytes, which corresponds to 35 million front pages of the VG (Verdens Gang) newspaper. "We are ensuring good capacity and high speeds for current and future use, and coverage is being expanded. This will mean that the surfing experience will be superb, both in towns and in rural areas," says Berit Svendsen.
This year, Telenor is launching 4G in Oslo, Brum, Sandvika, Bergen, Trondheim, Stavanger, Sandnes, Lillestrm and Longyearbyen.
For further information, please contact:
Anders Krokan, Information Manager at Telenor,
Tel: +47 95209037, anders.krokan@telenor.com:
mailto:anders.krokan@telenor.com
Bjrn Amundsen, VP and Director of Mobile Coverage at Telenor Norway,
Tel: +47 90021000, bjorn.amundsen@telenor.com:
mailto:bjorn.amundsen@telenor.com
The owner of this announcement warrants that:
(i) the releases contained herein are protected by copyright and other applicable laws; and
(ii) they are solely responsible for the content, accuracy and originality of the
information contained therein.
Source: Telenor via Thomson Reuters ONE
O2 porn filesharers to be sent letters from film-maker - BBC News
O2 customers suspected of illegally sharing pornographic films made by Ben Dover Productions will begin receiving letters from the film-maker shortly.
The firm won a court order in March forcing O2 to pass on details of the owners of 9,124 IP addresses linked to illegal downloads.
The High Court has now approved the text of the message that will be sent.
Ben Dover has said its focus is on users who had uploaded films to others.
The commercial director of the firm - which is registered at Companies House as Golden Eye International - said that parties who "simply downloaded one film" would not be pursued.
"In our first letter we seek to find out more information regarding evidence of an infringement of our copyright," said Julian Becker.
"Depending on the response to our letters we will then decide our next action."
ThreatsIt is understood that recipients will be told what to do to negotiate a settlement, and will be warned that if they do not respond they could be found liable.
They will be given 28 days to reply after the judge said that a 14 day limit requested by Ben Dover was "unreasonable".
The firm was also told it could not specify compensation of £700 but should individually negotiate a settlement sum with each defendant.
The judge added that a threat to tell users it would ask the ISP to "slow down or terminate your internet connection" if they did not comply was unjustified.
A statement from O2 said: "We are pleased that the court has taken a robust approach and controlled the tone and content of the letter Golden Eye proposes to send to our customers. We are also pleased that the judge acknowledged the unique position we are in, and agreed that we have approached this issue in a reasonable way."
Adult contentThe action is the latest in a series of efforts to clamp down on online piracy.
US authorities shut down file-sharing site Megaupload in January and are attempting to extradite its founder and administrators from New Zealand to stand trial for copyright infringement and other related offences.
Courts in the UK, Greece, the Netherlands, Italy and India have also ordered ISPs to block access to a number of file-sharing sites over the past month.
While such efforts form an attempt to clamp down on a wide range of media piracy, Ben Dover suggests its sector of the industry has been particularly hard hit.
"Due to the nature of the way most consumers view adult content, the adult business has been affected far worse than mainstream film due to the fact that the pirates cannot replicate the cinematic experience of mainstream films," Mr Becker said.
"Our core business has been decimated by piracy and we are pursuing several projects in combating both the internet sites that facilitate online piracy as well as the end violators and the physical DVD pirates."
New telecom policy gets rid of roaming charges - Times of India
The Union Cabinet set the stage for the drastic change in India's telecom story by approving a National Telecom Policy which also seeks to put an end to your frustration with slow speed of Internet surfing.
The policy was approved after telecom minister Kapil Sibal agreed to drop certain issues from his draft, which were seen to be controversial. To begin with, anxious to prevent a repeat of the situation where former telecom minister A Raja allegedly rigged spectrum prices to favour a select group of businessmen, the Cabinet decided to vest the power to price spectrum in a ministerial panel, rather than just the minister.
The Cabinet also felt that revenue generation could not be excluded as a goal, borrowing the politically safe formulation of "affordability" from the New Telecom Policy, 1999.
Deputy chairman of Planning Commission Montek Singh Ahluwalia had objected to the proposal to confer pricing power on the telecom minister of the day. The meeting saw him getting support from many of the attendees: home minister P Chidambaram, finance minister Pranab Mukherjee, rural development minister Jairam Ramesh, commerce minister Anand Sharma, heavy industries minister Praful Patel and highways minister C P Joshi.
The affordability argument can provide comfort to telecom operators who have launched a high decibel campaign against the regulator's prescription for a 10-fold increase in the reserve price for spectrum auction. However, government has virtually ruled out a rethink on the second suggestion of refarming of spectrum. The regulator has proposed that GSM operators switch from 900 Mhz band to 1800 Mhz at market determined rates, something that is being opposed to by the industry on the grounds that it will cost them nearly Rs 1.5 lakh crore.
On giving more powers to Trai: another issue which saw an animated debate in the Cabinet, the ministers were unanimous that policy making function would remain with government and not the sectoral regulator. "We just want to add that policy making function would, however, continue to remain with government, means Trai will not make policy," Sibal said.
This apart, there were at least two other modifications with the telecom department dropping proposals to enact a separate law for spectrum management and to set up a finance firm for the sector.
Another 2G fallout was the government's decision to separate telecom licences and spectrum, against the earlier practice of bundling them, and charge a market-derived price for the airwaves.
While the policy to turn India into one telecom circle for roaming purposes was cleared by the Cabinet, it will take a while before you stop paying for taking calls in another state as the telecom department is yet to work out the modalities. Once implemented, telecom companies may recover a part of the lost revenue by jacking up local call tariffs, analysts said.
"The target is one nation full mobile number portability and working towards one nation free roaming," Sibal said.
Highlights:
* National roaming to end soon
* Inter-circle number portability to be permitted
* Broadband speed to be increased from 256kbps to 2mbps
* Affordability of services to be a policy goal instead of making revenue generation a "secondary objective"
* Power to fix prices vested with ministerial panel and not telecom minister
* Telecom companies will have to switch spectrum bands
Telecom policy sets bar higher - Daily News and Analysis
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It’s finally out. The National Telecom Policy – 2012 (NTP-12) was cleared by the government on Thursday, paving the way for free roaming, country-wide mobile number portability (MNP), liberalised spectrum, pan-India operator licences, technology ...Telecom has breakup buzz in Reynolds' wake - Stuff
Paul Reynolds has clocked off as chief executive of Telecom as speculation resurfaces over his payout and the possible breakup of the company.
Shareholders Association chairman John Hawkins said he had asked Telecom's board for clarification about Reynolds' exit terms.
Telecom spokesman Ian Bonnar confirmed last month that there would be "some form" of payout but indicated the company would not reveal details until it published its annual report towards the end of the year.
Employment lawyers told The Dominion Post in December that Reynolds could be in a strong position to claim at least a year's extra salary, $1.75million, because of the way his departure had been handled. Telecom began recruiting a successor before Reynolds resigned or had his contract terminated.
Any payout would come on top of about $25m that Reynolds is believed to have earned from his five-year stint at the firm.
Hawkins said the association's policy was that all arrangements should be "transparent to shareholders in any situation". But shareholders would be more interested in the performance of the company "going forward" than "dwelling too much on any perceived past failings", he said.
Telecom's Gen-i boss, Chris Quin, is acting chief executive until Auckland airport chief executive Simon Moutter arrives as a permanent replacement in September. Reynolds will stay until the end of the month to assist the transition.
A senior analyst at research firm Ovum, Brisbane-based Nicole McCormick, said Telecom could be in a "prime position for acquisition" now it had shed fixed-network business Chorus.
In a column entitled Could Telstra save Kiwi telcos?, published in Australia's IT News, McCormick speculated that Telstra could acquire either Telecom or Vodafone New Zealand and "use its significant cash flow and experience to take the leading position in the New Zealand mobile market". Both Telecom and Vodafone declined to comment.
Another Australian analyst, Paul Budde, has been suggesting for at least six years that the "end game" for the New Zealand telco market might be the acquisition of Telecom by Telstra. It was primarily "egos" that were holding up such a deal.
There were rumours that Britain's Vodafone group hoped to sell its New Zealand subsidiary in 2006, but it took it off the market the following year.
Telstra expected to have excess cash flow of A$2billion-to-$3b over the next three years, McCormick said. "Having ruled out share buybacks, this money is partly earmarked for acquisitions."
- © Fairfax NZ News
Bouygues Telecom Selects Acme Packet for IMS Network - Yahoo Finance
BEDFORD, MA--(Marketwire -05/23/12)- Acme Packet® (APKT), the leader in session delivery networks, today announced that Bouygues Telecom, a leading fixed and mobile service provider in France, is deploying Acme Packet Net-Net® Session Director session border controllers (SBCs) in its IP Multimedia Subsystem (IMS) network, supplied and integrated by Alcatel-Lucent. Acme Packet's SBCs fulfill numerous IMS functions at both the access and interconnect borders, ensuring security, interoperability, and quality in the network.
Bouygues Telecom is deploying IMS to support multiple services, including migration of existing residential voice to voice over IP (VoIP), interconnecting with other service providers and launching new services, such as visual voice mail.
The Net-Net Session Director fulfills critical IMS functional requirements at the access and interconnect borders of Bouygues Telecom's network. In the access network, SBCs provide the critical Proxy-Call Session Control Function (P-CSCF) and IMS-Access Gateway Function (AGW) for securing, interoperating, and controlling all SIP-based services to subscribers. The Net-Net Session Director provides Interconnect Border Control Function (I-BCF) and the Transition Gateway (TrGW) for controlling fixed and mobile SIP traffic at interconnect borders, encompassing both internal interconnection between Bouygues' fixed and mobile networks as well as between the IMS network and other service providers.
Bouygues Telecom is using Acme Packet's interoperability feature set that includes SIP normalization and SIP to SIP-I interworking that helps accelerate time-to-market and reduce operational costs as the network expands. Net-SAFE®, Acme Packet's security framework, provides denial of service (DoS) attack prevention, topology hiding, and access control to protect Bouygues Telecom's IMS network and ensure service availability. Other key features include accounting for billing and traffic planning, as well as admission control, routing, and quality of service marking for service level agreement assurance.
"Acme Packet's SBC is a key part of our IMS network, built to enable innovative services and deliver enhanced customer experience to our fixed and mobile customers," commented Jean-Paul Arzel, Bouygues Telecom networks director. "We chose the Acme Packet solution due to their culture of innovation, the rich functionality and scalability of its session border controllers, and the company's impressive track record in enabling trusted, high-quality VoIP, and IP interactive communication services."
"Acme Packet brings extensive experience in helping our customers build next generation communications networks," commented Mario Oliveira, Acme Packet's vice president of Europe, Middle East, and Africa, and Caribbean and Latin America sales. "Our IMS solution portfolio delivers the security, interoperability, and quality functionalities that Bouygues Telecom and leading service providers demand to be successful in their migration to end-to-end IP communications."
About Acme Packet
Acme Packet (APKT), the leader in session delivery network solutions, enables the trusted, first-class delivery of next-generation voice, data and unified communications services and applications across IP networks. Our Net-Net product family fulfills demanding security, service assurance and regulatory requirements in service provider, enterprise and contact center networks. Based in Bedford, Massachusetts, Acme Packet designs and manufactures its products in the USA, selling them through over 220 reseller partners worldwide. More than 1,600 customers in 107 countries have deployed over 16,000 Acme Packet systems, including 88 of the top 100 service providers and 41 of the Fortune 100. For more information visit www.acmepacket.com.
More about Acme Packet:
About Bouygues Telecom
Created in 1994, Bouygues Telecom has 11,304,000 mobile customers and 1,241,000 fixed broadband customers, and over 1,500,000 client companies. Bouygues Telecom is committed to continually enhancing the customer experience for its mobile and fixed telephone, TV and Internet services. Each day, the company's 9,800 employees develop solutions aligned with changing customer needs and deliver efficient support.
After pioneering the mobile talk-plan concept in France in 1996, Bouygues Telecom introduced groundbreaking unlimited call plans: Millennium (1999) and neo (2006).
In 2007, Bouygues Telecom introduced the first fixed-mobile solutions aimed at professionals.
Bouygues Telecom acquired its own fixed network in 2008 and became an Internet Service Provider (ISP), launching the Bbox broadband router.
In 2009, Bouygues Telecom invented the "all-in-one" solution with ideo the first quadruple play offer in the market.
In 2010, Bouygues Telecom launched Bbox fibre, its very-high-speed offer, and began investing in fibre-to-the-home in high-density areas.
In July 2011, Bouygues Telecom introduced mobile telephony "2.0" with B&YOU, the first web-based, SIM-only call plan.
Bouygues Telecom's mobile network covers 99% of the population. Its 3G+ network provides mobile Internet access for 94% of the population.
Bouygues Telecom is the only operator to be awarded "NF Service Centre de Relation Client" certification from French standards agency AFNOR Certification for all its consumer activities (mobile and fixed). Customer relations centres, a distribution network of 630 Bouygues Telecom Club stores, and a website available 24/7 combine to ensure optimum customer service.
Acme Packet Safe Harbor Statement
Statements contained herein that are not historical fact may be forward-looking statements within the meaning of Section 27A of the Securities Act of 1933 and Section 21E of the Securities Exchange Act of 1934. Such forward-looking statements may relate to, among other things, expected financial and operating results, expected growth rates, future stock-based compensation and amortization expenses, future business prospects and market conditions. Such forward-looking statements do not constitute guarantees of future performance and are subject to a variety of risks and uncertainties that could cause actual results to differ materially from those anticipated. These include, but are not limited to: the amount of stock-based compensation awarded; the applicable Company stock price used to determine stock-based compensation; the exercise pattern of employee stock options; difficulties expanding the Company's customer base; difficulties leveraging market opportunities; difficulties providing solutions that meet the needs of customers; poor product sales; long sales cycles; difficulties developing new products; difficulties in relationships with vendors and partners; higher risks in international operations; difficulties managing rapid growth; difficulties managing the Company's financial performance; the ability to hire and retain employees and appropriately staff operations; the Company's cash needs; the impact of new accounting pronouncements and increased competition. Additional factors that could cause actual results to differ materially from those projected or suggested in any forward-looking statements are contained in the Company's recent filings with the Securities and Exchange Commission, including those factors discussed under the caption "Risk Factors" in such filings.
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