Wifi Revolution

Carriers are losing millions as smartphone users take advantage of unlimited data plans, texting constantly as that technology becomes more and more mainstream – but they’ll catch on and tap that cash cow, an official with a company creates unified interaction solutions for contact centers, told TMC in an interview.

 

John Kelly, regional vice president of sales for Altitude Software, also told TMC President Rich Tehrani (News - Alert) that companies seeking to navigate this sour economy are required to do more research before committing to purchases than they ever have been before.

 

“More than halting all investments, the concern is on optimizing and assuring a good and measurable pay back,” he said.

 

Kelly – who during ITEXPO West in September is speaking during talks on unified communications in the contact center, as well as how to use UC to improve the customer experience – also told Tehrani that he’d like to see the continued proliferation of WiFi (News - Alert).

 

Their exchange follows.

 

 

John Kelly (pictured left): We are in unchartered territory with a fuzzy crystal ball. Budgets are uncertain and projects are not guaranteed. Before committing any dollar, companies are developing strong case studies with a clear view of the project ROI. More than halting all investments, the concern is on optimizing and assuring a good and measurable pay back.

 

 

JK: We continue to invest in our market space; this cycle will change. This is a great opportunity to get ahead of the competition by being smarter and creative in doing more with less.

 

 

JK: Paradigm shifting technologies are getting traction; open source IPT and SIP services continue to see interest.

 

 

JK: WiFi is already pervasive if you pay for it in urban areas and airports. Continued development is necessary to improve quality and more competition will bring the costs down.

 

 

JK: Altitude is very strong in Europe and Latin America. Our growth regions are the North American and Asia Pacific regions.

 

 

JK: President Obama actually uses new technology; that’s a plus. Given the many challenges on his (and our) plate, I’m not looking for much. The discussions about a new electrical grid and overlaying a communications infrastructure within that footprint is intriguing, but not worth planning for now. When it happens, it will increase the percentage of broadband users that will increase ecommerce.

 

 

JK: Still using a small Blackberry, iPod Classic and Garmin (News - Alert) Nuvi. Still looking for more outlets in hotel rooms.

 

 

JK: Don’t buy the first one offered. Apps are cool, but suck batteries dry. What is likely to happen is the unlimited data plans will be a thing of the past as the newer generations are texting and surfing massively. Carriers are losing big money here and they will catch on.

 

 

JK: I am honored to be on two panel discussions; “Unified Communications (News - Alert) in the Contact Center” and “Levering UC to Optimize the Customer Experience.” Attendees should expect to hear about the applications perspective of the technology; how to make it work for your customers. Leadership in charge of the Customer Experience will find these discussions valuable.

 

JK: The Altitude Unified Customer Interaction (uCI) Suite is an all-in-one module approach to optimizing customer experiences while enforcing business process compliance. Customers purchase the modules they need, services are very economical and we protect your existing investments. With our Unified Desktop and pre-built connectors to popular CRM apps, we can drive higher FCR rates, which has a direct impact on the bottom line.

 

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