Menu

Skip to content
  • Home
  • Blog
  • About
  • Reports
  • Contact

Alan Quayle Business and Service Development

Insights on the telecom industry

CXTech Week 33, News and Analysis

The purpose of this CXTech Week 33 newsletter is to highlight, with commentary, some of the news stories in CXTech this week. What is CXTech?  The C stands for Connectivity, Communications, Collaboration, Conversation, Customer; X for Experience because that’s what matters; and Tech because the focus is enablers.

You can sign up here to receive the CXTech News and Analysis by email. Please forward this on if you think someone should join the list, I also publish this on my weblog. And please let me know any CXTech news I should include.

 

Five Guiding Principles for Conversational Commerce in 2019

I was talking with Dan Miller this week, it reminded me of his weblog on the 5 guiding principles for Conversational Commerce that I consider important.

1) Recognize that Conversational AI is *not* a thing

Dan’s not as blunt as I on the dumbass term AI, but does highlight it as being ‘highly imprecise’. The key take-away is investment in various flavors of “analytics” (primarily speech, text and predictive) are proving to be quite vital for design and deployment of an Intelligent Assistant that can consistently predict and rapidly respond to a customer query or direct instructions

2) Listen. Don’t surveil.

Privacy is only going to grow as an issue. The dumbass handling of who can listen to what messages and whether those messages are personally identifiable has been appallingly handled so far. It’s the greatest barrier to pervasive voice interface adopting in the home, and this year as cemented some people’s views.

3) Take advantage of every API out there

At every TADHack I always finish on the importance of mashing up the sponsors’ APIs.

4) Make room for humans

Humans need to talk with humans on some issues, not a machine. Automation only goes so far.

5) Use IAs to KISS, not!

What Dan means it use assistants to make it easy for the customer to get more done in one interaction. Not make it so simple everything takes ages, like navigating an IVR when your problem spans several departments (e.g. network issue and billing issue).

 

Webio Wins!

Webio the Conversational Middleware Company in conjunction with Spreedly has won the 2019 Innovation Lab Award at the PaymentsEd Forum in San Francisco for WebioPay Conversational Payments. Well done Webio!

 

A couple of Good Account Fraud Articles

Cost of Global Ad fraud Could Top $30bn

Global ad fraud is predicted to cost $23bn in 2019 and could reach $32bn in 2022 including indirect economic and social costs, according to the report ‘The Economic Cost of Bad Actors on the Internet, Ad Fraud 2019,” by cybersecurity company Cheq.

I’m sure you’ve seen the click farm videos on Linkedin, Redditt, and Twitter. Knowing the ad is served to a real person is big business! Telesign will show the importance Score (its trust rating API) plays at TADHack Global, TADSummit Americas, and TADSummit EMEA for everyone in CXTech.

The Future of Account Take-Over (slides)

Useful set of slides on how ATO is evolving and the strengths and limitations of 2FA. Again Telesign will be covering how their Score API can help everyone across the CXTech industry reduce the ATO problem.

 

Mio sponsors TADSummit Americas

Mio powers seamless communication between Slack, Microsoft Teams & Webex Teams.

Mio’s technology solves a common problem that exists within modern enterprises today: too many siloed messaging apps. Mio keeps teams in sync by enabling employees to chat directly or in groups, share files, edit messages, and more – all from their tool of choice.

Founded by Tom Hadfield and James Cundle in November 2015 and based in Austin, Texas, Mio has raised $12m from investors including Goldcrest Capital, Eniac Ventures, Two Sigma Ventures, Khosla Ventures, Y Combinator, and Capital Factory.

On Wednesaday 16th October at TADSummit Americas in IIT Hermann Hall, Director of Customer Success, Frank Geck, will present Case Studies in Enterprise Messaging Federation at 1.25pm. Here, he will walk through use cases and customer stories from enterprises that have completed their interoperability journey.

The session will help IT managers and buyers understand the benefits and relevance of interoperability and federation in enterprise messaging.

Frank is also participating in the CPaaS Panel earlier in the day at 10am. Closing the Gap with Twilio, What CPaaS Providers Need To Do will address what, if anything, providers could and should do to remain competitive in an immature market already heavily dominated by Twilio. Frank will bring his Tropo experiences to that conversation 🙂

 

Automat sponsors TADSummit EMEA

Automat Berlin are a software development company, led by Marten Schoenherr, who was previously the co-founder and CTO of immmr. At TADSummit 2018 we had an excellent review of the immmr experience, its one of the most important telco service innovation case studies I know. What is really cool about Automat is they are leveling the CPaaS playing field, helping all CPaaS providers raise their game in providing easy to use tools for their customers. They are leading a can not miss session at TADSummit.

I strongly recommend you check out Automat Berlin’s blog as what they’re doing is relevant to the whole CXTech industry:

Automat workshop mode – simpler, more flexible CPaaS consumption

A Graphical User Interface (GUI) for sipgate.io as Node-RED module

I know I say this too often, but TADSummit continues to lead the thinking of our industry. If you want to understand the latest thinking, ideas, opportunities and insights in programmable telecoms / communications before everyone else. TADSummit is the only place to be for 7 years running.

Also we have a new partner for TADSummit EMEA, 19-20 Nov at IdeaLondon, BlogGeek.Me – Tashi Levent-Levi. He’s offering 20% off his WebRTC course for everyone who attends TADSummit. You can see an overview of the course below, and at the WebRTC course website.

Telesign Launches RCS Messaging Services

I’m building the CXTech Landscape at the moment, many messaging aggregators now offer A2P access to RCS. When asked on the volumes, the answer is often zero or close to zero. It’s amazing something with such little revenue / usage can see such broad adoption. I guess that’s the asymmetric power of the telecoms industry to push through new technology, or perhaps FOMO (Fear of Missing Out) on Google’s latest iMessage attempt.

 

Twilio and RingCentral post Impressive Quarterly Results

Twilio’s earnings

Q2 revenue continued the trend of strong growth, growing 86% to $275 million, surpassing the $1 billion run-rate mark, with a gross margin of 59% (bear in mind Sinch’s GM is 25%). They are few CPaaS of Twilio’s size or even growth. Enterprises want programmable telecoms / communications. Well that’s a very glib statement, enterprises want cheaper SIP trunking, they want messaging and voice services that are on-demand and web-centric. Where are AT&T and Verizon’s on-demand SIP trunking or APIs to access their services?

RingCentral’s earnings

Q2 revenue grew 34% to $215 million, with gross margin of 77%! As the market matures these numbers are going to become much more important.

 

People, Gossip, and Frivolous Stuff

Congratulation to Daniela Puzzo, who is now VP of Marketing at Fonolo. She helps Fonolo punch well above its weight-class on awareness and influence in the CXTech space.

Well done to Chip Wilcox who is now Head of Product at Toku World. I was just adding Toku World to my CPaaS landscape and the following day I see Chip has joined them. Chip has been involved in TADHack and TADSummit over number of years.

I made it onto a list of UC influencers this week by Mio. Given I tend to point out some of the challenges behind the assumptions of UC in the enterprise, e.g. business telephony may be a winner takes all, messaging and collaboration are not for most enterprises; in Asia the mobile phone and WeChat/WhatsApp is proving a good enough UC solution. I was surprised 😉

 

Subscribe to CXTech News distribution list here.

This entry was posted in CXTech News and tagged //workshop, Account Take-Over, ATO, automat berlin, bloggeek.me, Capital Factory, Chip Wilcox, Dan Miller, Daniela Puzzo, Eniac Ventures, Five Guiding Principles for Conversational Commerce, Fonolo, frank geck, Global ad fraud, Goldcrest Capital, immmr, Khosla Ventures, Marten Schoenherr, microsoft teams, mio, Node-RED, PaymentsEd Forum, RCS, Ringcentral, sipgate.io, Slack, Spreedly, TADHack, TADSummit, TADSummit Americas, TADSummit emea, Tashi Levent-Levi, telesign, Toku World, Twilio, Two Sigma Ventures, UC influencers, webex teams, webio, WebioPay Conversational Payments, WebRTC course, Y Combinator on August 15, 2019 by Alan Quayle.

Post navigation

← CXTech Week 32, News and Analysis CXTech Week 34, News and Analysis →

Recent Posts

  • CXTech Week 12 2023 News and Analysis
  • CXTech Week 11 2023 News and Analysis
  • CXTech Week 10 2023 News and Analysis
  • CXTech Week 9 2023 News and Analysis
  • Programmable Communications and CPaaS are Different

Categories

  • Announcements
  • API
  • BOSS
  • Broadband
  • Broadband Access
  • Cloud Computing / Virtualization
  • Conferences
  • Customer Experience
  • CXTech News
  • Data and Analytics
  • Devices
  • Enterprise Services
  • Fixed Mobile Convergence
  • Innovation
  • Interactive TV
  • IT
  • Location Based Services
  • Mobile Data
  • Mobile Industry General
  • Open Source
  • Policy Control
  • Programmable Communications
  • Rich Mobile Applications
  • Service Platforms
  • Startups to Watch
  • TADS
  • Uncategorized
  • Unified Communications
  • Web / Voice / Telco 2.0
  • WebRTC

Recent Comments

  • IoT+ Review TADSummit 2022 - Blog @ Telecom Application Developer Summit (TADS) on CXTech Week 2 2023 News and Analysis
  • Conversation Intelligence Review, TADSummit 2022 - Blog @ Telecom Application Developer Summit (TADS) on Home
  • Keynote Review TADSummit 2022 - Blog @ Telecom Application Developer Summit (TADS) on CXTech Week 44 2022 News and Analysis
  • TADSummit 2022 Agenda - Blog @ Telecom Application Developer Summit (TADS) on CXTech Week 16 2022 News and Analysis
  • Alan Quayle on POC or Hack?

Archives

  • March 2023
  • February 2023
  • January 2023
  • December 2022
  • November 2022
  • October 2022
  • September 2022
  • August 2022
  • July 2022
  • June 2022
  • May 2022
  • April 2022
  • March 2022
  • February 2022
  • January 2022
  • December 2021
  • November 2021
  • October 2021
  • September 2021
  • August 2021
  • July 2021
  • June 2021
  • May 2021
  • April 2021
  • March 2021
  • February 2021
  • January 2021
  • December 2020
  • November 2020
  • October 2020
  • September 2020
  • August 2020
  • July 2020
  • June 2020
  • May 2020
  • April 2020
  • March 2020
  • February 2020
  • January 2020
  • December 2019
  • November 2019
  • October 2019
  • September 2019
  • August 2019
  • July 2019
  • June 2019
  • May 2019
  • April 2019
  • March 2019
  • February 2019
  • January 2019
  • October 2018
  • September 2018
  • July 2018
  • June 2018
  • March 2018
  • February 2018
  • January 2018
  • November 2017
  • October 2017
  • August 2017
  • July 2017
  • June 2017
  • May 2017
  • April 2017
  • March 2017
  • February 2017
  • January 2017
  • November 2016
  • June 2016
  • May 2016
  • April 2016
  • March 2016
  • February 2016
  • January 2016
  • December 2015
  • November 2015
  • October 2015
  • September 2015
  • August 2015
  • July 2015
  • June 2015
  • May 2015
  • April 2015
  • March 2015
  • February 2015
  • January 2015
  • December 2014
  • November 2014
  • October 2014
  • September 2014
  • August 2014
  • July 2014
  • June 2014
  • May 2014
  • April 2014
  • March 2014
  • February 2014
  • January 2014
  • December 2013
  • November 2013
  • October 2013
  • September 2013
  • August 2013
  • July 2013
  • June 2013
  • May 2013
  • April 2013
  • March 2013
  • February 2013
  • January 2013
  • December 2012
  • November 2012
  • October 2012
  • September 2012
  • August 2012
  • July 2012
  • June 2012
  • May 2012
  • April 2012
  • March 2012
  • February 2012
  • January 2012
  • December 2011
  • November 2011
  • October 2011
  • September 2011
  • August 2011
  • July 2011
  • June 2011
  • May 2011
  • April 2011
  • March 2011
  • February 2011
  • January 2011
  • December 2010
  • November 2010
  • October 2010
  • September 2010
  • August 2010
  • July 2010
  • June 2010
  • May 2010
  • April 2010
  • March 2010
  • February 2010
  • January 2010
  • December 2009
  • November 2009
  • October 2009
  • September 2009
  • August 2009
  • July 2009
  • June 2009
  • May 2009
  • April 2009
  • March 2009
  • February 2009
  • January 2009
  • December 2008
  • November 2008
  • October 2008
  • September 2008
  • August 2008
  • July 2008
  • June 2008
  • May 2008
  • April 2008
  • March 2008
  • February 2008
  • January 2008
  • December 2007
  • November 2007
  • October 2007
  • September 2007
  • August 2007

Tags

  • Amazon
  • API
  • apidaze
  • asterisk
  • AT&T
  • Avaya
  • BT
  • ccaas
  • Cisco
  • cPaaS
  • Ericsson
  • Facebook
  • gocontact
  • Google
  • hSenid Mobile
  • Huawei
  • IBM
  • IMS
  • Microsoft
  • nexmo
  • Oracle
  • Orange
  • Radisys
  • RCS
  • Ringcentral
  • sangoma
  • SDP
  • Simwood
  • Sinch
  • TADHack
  • tadhack global
  • TADSummit
  • Telefonica
  • telesign
  • Telestax
  • telnyx
  • Tropo
  • Twilio
  • UCaaS
  • Verizon
  • Vodafone
  • Vonage
  • WebRTC
  • Whatsapp
  • Zoom
Copyright © Alan Quayle, CEng, MBA, MEng, MIET, MIEE. All Rights Reserved.