Cox, Qwest Ranked Highest for Data Communications Services

Cox Communications ranks highest in data service satisfaction among small and medium business customers while Qwest Communications ranks highest among large enterprise business customers in the same category.

Cox Communications leads the small and mid-size business segment, performing particularly well in five of six factors: performance and reliability; sales representatives/account executives; billing; cost of service; and customer service. Verizon follows Cox Communications in the segment rankings.

In the large enterprise business segment, Qwest ranks highest in customer satisfaction, receiving highest ratings from customers in five of six factors: performance and reliability; sales representatives/account executive; billing; cost of service; and offerings and promotions. Verizon also follows Qwest in the segment rankings.

Firefox 3 is Available, Seems Faster

The FireFox 3 beta does seem to execute faster, which is what Mozilla promises. Still some incompatibilities with apps such as Google Gears and Google Browser Sync, though. That's what happens in beta.

Mozilla says eight million copies have been downloaded in 24 hours. Mozilla also seems to be up past 12.5 million downloads in just a bit less than 24 hours.

Heavy Enterprise Web, Video Collaboration

In the UK, nine out of 10 large companies are using some form of virtual collaboration solution to enhance the quality of their communications, both within and beyond thebusinessn say researchers at Vanson Bourne .

Nearly two thirds have incorporated an element of video or Web collaboration, in addition to audio conferencing.

The survey of UK manufacturing and service businesses also found 90 percent of businesses employing 1,000 or more people have adopted a conferencing/collaboration tool as part of their communications strategy.

For businesses with 3,000 or more employees, 96 percent have done so. About 74 percent use integrated multimedia conferencing tools to some degree, with only 26 percent exclusively using audio conferencing solutions.

This pattern is especially strong in manufacturing businesses, with 81 percent of respondents using multimedia tools.

Companies are also using virtual collaboration tools more frequently. Some 29 percent of respondents are using conferencing on a daily basis. About 45 percent use it every week.

Financial services businesses are most active, with 83 percent using conferencing tools weekly or more frequently.

Some 30 percent of respondents say they would use their conferencing solution more frequently if it could more effectively replace face-to-face meetings.

Tangible evidence of cost savings and ease of use were also seen as significant barriers to greater usage by 22 percent of respondents.

New Role for In-Home Networks

“By 2012, over 33 million U.S. households will have connections of 10 Mbps or more," says Parks Associates analyst Kurt Scherf. Broadband penetration exceeds 50 percent of homes.

And with household digital camera penetration at 67 percent, MP3 player penetration at 41 percent, PC penetration at 80 percent and mobile penetration at 87 percent, a new environment is being created where in-home and wide-area networks have new opportunities.

“No product is sold in isolation anymore,” Scherf says. “A device connects to a network, which brings content and applications to the consumer both in and outside the home."

Opportunity exists as well for technical support services for the digital home, which will be a $1 billion market by 2011,” Scherf forecasts.

As of 2007, 50 percent of U.S. Internet households were watching short video clips online, and 25 percent were downloading short video files. DVR household penetration reached over 40 percent of the U.S. online population in 2007, further increasing the place-shifting aspect of video consumption, Scherf notes.

Just Say "No" to Associated Press

The Associated Press wants to charge you $12.50 to quote five words from news stories published by the news agency. Michael Arrington says TechCrunch simply won't link to, or quote AP.

Of course, you can go their Web site and pay them. On this score, I agree with Michael. Just say "no." I prefer Reuters in any case.

PhoneGnome Virtual PBX Launched

PhoneGnome has introduced a new “PhoneGnome for Business” product with a “virtual receptionist” feature, allowing PhoneGnome boxes to be used by small and medium business or other small organizations.

The service works with or without the PhoneGnome box, an appliance-based way to integrate IP telephony with standard telephone service.

However, when the virtual attendant function is used in conjunction with remote users also equipped with a PhoneGnome box, any existing telephony number with the Virtual Receptionist, used as a company’s main number, gets free inbound minutes.

"If you set up each virtual location with the box, all inter-office calls and transfers will be 100 percent free - even if those locations are oceans apart," says David Beckemeyer, PhoneGnome CEO.

"And what’s nice about the PhoneGnome approach is you don’t have to be a SIP or VOIP expert to set it up," says Beckemeyer. "The box self-configures when you connect it, doesn’t need a computer, and you use your existing regular phone numbers to call and transfer."

Beckemeyer is an astute observer of user behavior, and obviously has figured out that one of the most-popular features of any IP phone system, in a smaller business setting, is the virtual attendant feature.

So what he's done is take a simple IP telephony appliance and add the single most valuable feature for many small businesses.

Of late, when observing the ways communication habits seem to be forming among younger users, I have asked the question of whether it will necessarily be logical for business managers to buy PBXes. If you assume everybody already has a smart phone, then you are talking about some software that creates business personalities for users, without requiring dedicated hardware.

Virtual Attendant is an interesting way to add a very-popular feature to a very low cost way of integrating IP telephony with standard POTS in a smaller business setting.

AP Screws Up

AP seems not to get it. Michael Arrington at TechCrunch is so incensed about what many of us consider dumb policies that TechCrunch now refuses to link to or even quote Associated Press.

AP apparently hassled the Drudge Report (also not a smart move) for linking to their stories along with short quotations via reader submissions.

Drudge Retort is doing nothing different than what Digg, TechMeme, Mixx and dozens of other sites do.

AP does not want people quoting their stories, despite the fact that such activity very clearly falls within the fair use exception to copyright law. They claim that the activity is an infringement.

A.P. vice president Jim Kennedy says they will issue guidelines telling bloggers what is acceptable and what isn’t, over and above what the law says is acceptable. They will “attempt to define clear standards as to how much of its articles and broadcasts bloggers and Web sites can excerpt without infringing on The A.P.’s copyright.”

Those that disregard the guidelines risk being sued by the A.P., despite the fact that such use may fall under the concept of fair use.

It's just a bad move by an organization that seems not to understand how journalism is changing.

AT&T Launches More U-verse Markets with VoIP

AT&T has launched U-verse--with VoIP--in portions of the Columbus and Cleveland, Ohio and Reno, Nev. markets. The voice is priced about the same as cable digital voice.

Unlimited VoIP costs $40 monthly. A separate plan offering 1000 minutes of talk time costs $30.

The moves mean the competitive landscape is changing: AT&T finally is making a push into VoIP, for example. Up to this point it has been the cable companies that have profited most from VoIP in the U.S. market.

$1.54 3G iPhone to be Sold

Deutsche Telekom's T-Mobile will sell Apple Inc's new iPhone for as little as 1 euro ($1.54) for the 8-gigabyte version together with a 69 euro monthly contract.

And you thought a 3G iPhone for $199 was a great deal.

More Handset Subsidies Because of New iPhone Pricing

Among the likely ramifications of the new 3G iPhone pricing are competitive responses from other carriers.

Wireless service providers are likely to increase their own mobile handset subsidies, boost marketing budgets, and reduce prices on some services, analysts and industry insiders say—all likely to mean slimmer margins, reports Olga Kharif at Business Week.

That would be a directional shift. In the past year, U.S. wireless carriers had scaled back on the subsidies that resulted in lower handset prices in exchange for long-term wireless service contracts. But now that AT&T is boosting its subsidy of the iPhone, chances are other operators will follow suit, especially on iPhone copycats.

680 Million Mobile Internet Subs in Brazil, Russia, India, China by 2012

Brazil, Russia, India and China—collectively known as BRIC—represent 43 percent of the world's population and will account for nearly 1.2 billion mobile phone subscribers this year, according to eMarketer.

"Mobile is not simply viewed as an extension of the Web in BRIC, as it is in the United States, Western Europe and parts of Asia-Pacific," says John du Pre Gauntt, eMarketer senior analyst.

"Mobile is the Internet," he says.

eMarketer projects that the BRIC countries will account for over 1.7 billion mobile phone subscribers by 2012. Of that amount, over 680 million subscribers will access the mobile Internet.

Over the Top or Walled Garden Video?

At the end of the day, we'll probably find that both linear multichannel video and "over the top" video will be part of the user experience on a regular basis, despite our discussions of which model is better.

In part that is because linear, walled garden TV experiences still are convenient, and because interactive features more common to Web experiences will gradually migrate into the TV experience as well.

People use multiple forms of voice and messaging products as well, for the same reason. Some formats are highly useful in some settings and for some reasons, while others retain an advantage in other settings. Most people use both tethered and mobile voice. More people are using both fixed and mobile broadband. More people also are using more over the top video. But linear subscriptions haven't dipped as the new habit takes hold.

That doesn't mean there won't be changes. There always are whenever a new medium arises. Old media are reshaped, at the very least. But it's hard to see over the top completely replacing traditional multi-channel video, any more than mobile voice completely displacing fixed, IM-based or portal-based communications.

People are going to use the tools in lots of different ways. Even in the "commodity" voice world, they already do.

More Mobile Broadband than Fixed Broadband Revenue in 2008?

The number of mobile subscriptions will increase from 3.3 billion in 2007 to 4.7 billion in 2012, representing more than two-thirds of the world’s population, say researchers at Pyramid Research.

And though voice continues to account for more than 80 percent of global mobile revenue,
revenue from global mobile data services, despite lower revenue per user, will surpass that of fixed Internet access services in 2008, Pyramid argues.

Voice Switchers or Wireless Substitution?

Wireless substitution is getting lots of attention as voice landline market share shifts and "wireless-only" households register in the low-double-digits in some surveys. Yankee Group surveys have suggested that 15 percent of respondents no longer have wireline phone service.

Indeed, switched access telephony in the United States has decreased by 17 million lines from 2005 to 2008 and is expected to continue to lose another 10 million by 2011, says Patrick Monaghan, Yankee Group senior analyst.

But Monaghan doesn't think wireless substitution explains much of the incumbent line loss. In fact, he says, residential home phone service has only experienced a two-percent year-over-year loss from 2005 to 2008.

That's something on the order of five million subscribers. His conclusion: Most consumers are not cutting the cord. They simply are choosing cable or other providers.

So what's more challenging: wireless substitution or landline market share losses?

Monaghan argues there's an opportunity for incumbent local exchange carriers to hold on to switched access lines. The issue is that customers are deserting to other providers, and ILECs have to decide how long to hold out before offering their own VoIP services, presumably at prices that match generally-prevailing prices.

To the extent that millions of consumers seem to be ditching traditional landlines for lower-cost residential phone services, the issue is how long to wait before responding.

One line of thought is to build broadband-based and wireless revenues and simply let the market share for traditional lines drift slowly lower, rather than triggering an across-the-board price cut.

The other line of thinking--more prevalent in Europe, where retail landline losses have been much more significant--is to get into the game.

So how close are we, in North American markets, to a strategic rethinking of VoIP or "digital phone" service, which seems to be gaining traction as the preferred nomenclature?

And what would drive telco executives to rethink their current positions, which generally is to hold the line on legacy voice pricing and packaging?

AT&T, Verizon and SureWest Communications now offer VoIP or digital voice. So how hard should they push it? For which customer segments?

If Monaghan is right, wireless substitution is less an issue than "cheaper digital voice." But then how to explain the 15 percent of consumers who say they have abandoned wireline?

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Are Devices Key to Engagement?

So why don't users "love" their communication service providers? At some level, you can blame the quality of customer service. In some cases you might blame the service itself. The answer is vitally important.

Businesses and products that customers "love"--are highly emotionally involved iwth--make more money than businesses and products that users are not emotionally bonded with.

So ask yourself: does anybody you know "love" their dial tone? Does anybody you know love their bitstream?

Ask yourself a different question, then. Do you know anybody who loves their car, loves a car, loves a perfume, a set of golf clubs or a recent movie featuring four Manhattan women?

You're getting different answers, aren't you? So here's the point: at a basic level, communication service providers will make higher margins, and more sales, if they somehow can create an experience so personal that users actually create emotional bonds of the sort they have with their favorite brands, activities and pursuits.

So here's why Apple's iPhone or RIM's BlackBerry are important. They are the closest thing the communications industry has found to a service attribute that does create an emotional bond.

So think about the video entertainment business. Do you know many people, aside from those using DirecTV, who actually "love" their video provider? To the extent the service does create emotional bonds, how are those bonds created? With the actual programming, not the packager.

Igt's sort of the same problem. People might love watching a favorite movie or TV series. They will be emotionally involved with the content. It is doubtful they are so involved with the retail packager of that programming.

So far, we know one new thing: you can get customers who are passionate about their devices. To the extent that those devices require communications, service providers benefit. So pay attention to devices. They are the "hot," affective parts of your relationship with customers. The quality and terms of service are the "cool" parts. You have to do those things right, but you won't gain much loyalty by doing so.

For that, you need the passion only a user experience empowered by a device can provide. At least so far. We've got a long ways to go before an application or service really is capable of creating the sort of emotional bond that does create higher margins.

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