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Companies that use automated telephone calls that leave householders hearing nothing can now be fined up to £2m. So-called silent calls often occur when firms dial several numbers at once but then fail to have a staff member lined up to speak when a call is answered. Ofcom has fined nine businesses for making such calls, with Barclaycard receiving the biggest penalty allowed under the old rules of £50,000. ...
Ofcom has modified the UK's mobile-operator licences to allow 3G services at 2G frequencies, though don't expect to be able to use them any time soon. The proposed modifications were published last year, but have now been enacted with a couple of clarifications including a promise to open up the frequencies to new technologies and require coordination with the railways (who run their own mobile network next door), but Ofcom isn't saying how much the operators are going to have to pay for all this newfound freedom. ...
SMS has proven an enormous success ever since it started to show its first signs of traction in the early 1990s. So much so that next year, according to ABI Research estimates, more than seven trillion SMS messages will be sent worldwide, from nearly 4.2 billion mobile subscriptions. Messaging is also more prevalent among younger subscribers, and as they replace older subscribers, messaging will get a further boost. ...
Given the current economic climate, the provision of customer service excellence remains the focus for contact centres in 2011. Any contact centre that claims to be customer centric in its approach to service needs to be looking at tools such as speech analytics, which can help to provide this all-important feedback to the business on where customers are experiencing difficulties and where changes in business process needs to be made. Speech analytics has become the next step for contact centres looking to supplement their quality-monitoring solutions with more powerful technology. ...
Peter Fernando – Telemarking Manager, ASC Telecom (http://www.asctelecom.com)
GSM Gateways have seen a surge of popularity due to the increase of Mobile Extension. Many new phone systems include Mobile Extension capability that enable inbound calls to the PBX to be routed out on another line to a mobile phone and enable the remote user to answer the call as well as provide the capability of transferring that call back to other PBX extensions. ...
What does the Portuguese case, involving GSM Gateway operator Linkway and network operator Optimus, mean for the UK? Much more than you might expect. The GSM standard would not exist without European Union cooperation. So one may conclude that European law covers both telecoms and, particularly, matters relating to equipment that can be used on GSM networks. ...
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