Newsletter Time Again - September Issue

Just thought I’d share this before the week is out. The current edition of my newsletter - JAA’s Communications and Collaboraiton Review - went out to subscribers yesterday. If you’ve had a chance to check it out yet, I’d love to hear your thoughts, and for everyone else, subscribing is real easy - just go here.

Aside from the regular content recapping highlights from my research and industry activities, is our monthly podcast - Watch This Space. I do these in conversation with long-term colleague, Chris Fine, and this time around, our focus was on robocalling, which has been in the news lately on several fronts. The core issue is what I view as “restoring trust in telephony”, and it has major implications in our space, especially around customer care.

If that piques your interest to listen to our podcast right now, then the sooner you subscribe, the sooner you can do that. Otherwise, I’ll be postiing it publicly in a couple of weeks, where you can find it along with our earlier podcasts in the Podcast Archive on my website.

Also, if you’re new to our podcasts, I’ve recently added real-time transcription (shout-out to Otter.ai), where you have the option to read along if not convenient to listen. What’s really cool here is that by clicking on the transcript page, the words are highlighted in blue, so you can follow along in real time, word-by-word, both reading and listening.

The transcription isn’t perfect, but it’s pretty good, and I love doing this to showcase how good AI speech-to-text is getting. I don’t mind you seeing the typos - warts and all - since there will always to be tricky words and phrases that AI doesn’t quite catch - but once corrected, the learning gets hard-wired, and those errors don’t come back again.

Finally - I know, I know - we’ll soon be publishing our podcasts on public platforms like iTunes - it’s very much on the to-do list!

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New Podcast Series with NewVoiceMedia and Vonage for Cloud Contact Center

Cloud is the dominant trend these days in the contact center, so there’s a lot to talk about. As a regular contributor to UK-based Enterprise Management 360, I get involved in various projects, including podcasts. My latest was a 3-part podcast series, where I was in conversation with Vonage CMO Rishi Dave about various trends driving cloud-based contact center, as well as how IT needs to be thinking about embracing all that comes with that.

Our discussion was mainly through the lens of NewVoiceMedia, which forms the basis of Vonage’s contact center offering, but also the broader value proposition that comes from integrating this with the other two big cloud pillars, UCaaS and CPaaS.

Am catching up from being away last week, and all three episodes can be accessed from EM 360’s website now. Here’s the link to Episode 1, and you can follow the links from there for Episodes 2 and 3. We cover a lot of ground, but I think you’ll find it informative. As always, comments and sharing are welcome.

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August Writing Roundup

Aside from attending two industry events in August, it’s summer, and I was on vacation and largely offline for the last week of the month. This made for lighter-than-normal output on the writing front, but there was still a fair bit of activity, especially with some things that were in the works earlier, and found their way to being published in August.

State of the Smart Speaker Market, Part 1, Toolbox.com, Aug. 21

4 UC Benefits that Improve Productivity, Tech Target, Aug. 20

What SMBs Really Want with Collaboration, Toolbox.com, Aug. 20

Owning Customer Engagement, the Twilio Way, No Jitter, Aug. 19

3 Trends in Mobile Collaboration, Toolbox.com, Aug. 16

Adtran Connect - Quick Take and Photos, my blog, Aug. 14

How UC Technology Works and Why You Need it, Tech Target, Aug. 12

My Q&A with Mavenir - Wireless Challenges for Security and Fraud, EM360, Aug. 9

Twilio SIGNAL - My 2 Main Takeaways on No Jitter

I attended my second Twilio SIGNAL event earlier this month in San Francisco, and as good at my first one was, this was even better. Bigger too, but also full of many updates that shows how far and wide their capabilities keep evolving.

For the collaboration space, I focused on two in particular, and they are addressed in my latest No Jitter post, which is running now. The conference also had lots of strong visual elements, and if you didn’t see my earlier post here with some photos, here’s the link. As always, comments and sharing are welcome.

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Adtran Connect - Quick Take and Photos

Another week, another industry event. This time it’s for Adtran Connect, a company I have some good history with. Not my core focus, but enough pieces that touch on things I follow, so it’s definitely time well-spent. I’ll have more to say soon, and for now, here’s my usual quick-take post with photos before I move on to the next thing.

Day 1 keynotes from Curtis Knittle of CableLabs, and Matthew Hare of UK-based Zzoomm. Adtran’s Gary Bolton keeping things moving along.

Fireside chat just with analysts and press with CEO/Chairman Tom Stanton. Here’s an updated photo that I’ve posted in recent years - their wall of patents - pretty impressive. After the sessions, you do what one does in Alabama - blues and bbq. My kinda town.

Day 2 keynote - my highlight - Dr. Deborah Barnhart of the US Space and Rocket Center. What a great time to be in Huntsville, on the 50th anniversary of the moon landing, and of course how the space program came to Huntsville. She told the story well, and had some pretty strong messages about how space exploration can help us save the planet - more on that later.