What consumers can learn from Donald Sterling’s ex

The case for recording your phone calls with customer service


Secretly recording phone conversations may seem just the purview of the NSA and disgruntled ex-girlfriends of racist sports team owners, but consumer advocates say it’s high time average Americans get in on the act.

bball-sterlBy recording conversations with customer service representatives, frustrated consumers can acquire powerful ammunition to have their way, experts say. Such recordings are unlikely to lead to the lifetime ban and $2.5 million fine received by Donald Sterling, the owner of the Los Angeles Clippers, but they could give customers the advantage in some disputes.

Americans may be resigned to having their phone calls recorded for “quality control” purposes. While some customer service departments and call centers do use the recordings to train employees, what consumers say on the phone could also come back to haunt them later, says Glenn Conley, president and CEO of Metropark Communications, Inc., a voice and data communications company in St. Louis. Most calls between consumers and customer service staff are not just recorded for quality control, he says, but archived and used at a later date in case there’s a legal or policy dispute. “It’s more in line with covering what legal issues might arise down the road,” Conley says


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Yealink Receives 2014 INTERNET TELEPHONY Product of the Year Award

Yealink Ultra-elegant Gigabit IP Phone SIP-T48G Recognized for Innovation

24th January, 2014 —Yealink, one of the global top 3 SIP Phone provider, announced today that TMC, a global, integrated media company, has named Yealink Ultra-elegant Gigabit IP Phone SIP-T48G as a recipient of a 2014 INTERNET TELEPHONY Product of the Year Award.

The SIP-T48G is Yealink’s most recent innovative IP Phone for a fast-changing world. Designed specifically for both local and international use by business, industry and commerce, it incorporates a large touch panel that makes switching between different screens and applications swift, easy and convenient. Yealink’s Optima HD technology very carefully creates the impression that you are sitting virtually face-to-face opposite the person at the other end of the call. The T48G is also built for the Gigabit Ethernet and facilitates very rapid call handling and the application of accessories such as a Bluetooth USB Dongle, plus wired and wireless headsets. The new IP Phone supports impressive productivity-enhancing features too which make it the natural and obvious efficiency tool for today’s busy executives and professionals.

“It gives me great pleasure to recognize Yealink with a 2014 Product of the Year Award for its commitment to excellence and innovation,” said Rich Tehrani, CEO, TMC. “In the opinion of our distinguished judges, Yealink Ultra-elegant Gigabit IP Phone SIP-T48G has proven to be among the best communications and technology solutions on the market in 2014. I look forward to continued innovation from Yealink.

The winners of the 2014 INTERNET TELEPHONY Product of the Year are featured in the January/February 2014 issue of INTERNET TELEPHONY magazine and online at www.itmag.com.

About Yealink

Founded in 2001, Yealink, a leading provider of VoIP Phone and IP communication solutions, has been focusing on VoIP products characterized by reliable quality, easy deployment and affordable price for over a decade. Today, customers from over 140 countries rely on Yealink as the backbone of global collaboration to extend the value of network communications. For more information, please visit: www.yealink.com.


INTERNET TELEPHONY has been the IP Communications Authority since 1998™. Beginning with the first issue, INTERNET TELEPHONY magazine has been providing unbiased views of the complicated converged communications space. For more information, please visit www.itmag.com. Follow INTERNET TELEPHONY magazine on Twitter or join our Linked In group. Subscribe or visit www.itmag.com.

About TMC

TMC is a global, integrated media company that supports clients' goals by building communities in print, online, and face to face. TMC publishes multiple magazines including Cloud Computing, M2M Evolution, Customer, and Internet Telephony. TMCnet is the leading source of news and articles for the communications and technology industries, and is read by as many as 1.5 million unique visitors monthly. TMC produces a variety of trade events, including ITEXPO, the world's leading business technology event, as well as industry events: Asterisk World; AstriCon; ChannelVision (CVx) Expo; Cloud4SMB Expo; Customer Experience (CX) Hot Trends Symposium; DevCon5 - HTML5 & Mobile App Developer Conference; LatinComm Conference and Expo; M2M Evolution Conference & Expo; Mobile Payment Conference; Software Telco Congress; Super Wi-Fi Summit - The Global Spectrum Sharing and TV White Space Event; SIP Trunking, Unified Communications & WebRTC Seminars; Wearable Tech Conference & Expo III; Fitness and Sports Wearable Technology (FAST) Expo II, WebRTC Conference & Expo IV; and more. For more information about TMC, please visit www.tmcnet.com.

Frost & Sullivan Lauds Unify’s Visionary Leadership in Developing a Full Stack of UC Applications

Jan 31, 2014 - Unify’s success in the Brazilian market stems from its ability to adapt to changing technological consumption models

Based on its recent research on the unified communications and collaboration (UCC) market, Frost & Sullivan presents Unify with the 2013 Brazil Frost & Sullivan Market Leadership Award for capturing the highest market share within its industry. In 2012, Unify was the market leader in the Brazilian UCC area, capturing 26.7 percent of the market share in terms of sales and growing overall by 18.3 percent. It has achieved this success mainly on the strength of its high-end product/services portfolio, compelling channel strategy, and clear understanding of end users’ needs.

OpenScape, Unify’s UC platform, is a complete stack of UC applications that includes built-in voice and conferencing services, voicemail, messaging, mobility, contact center and presence, which can be deployed either on premise or as-a-service in enterprises of all sizes. In 2013, Unify launched OpenScape Business, the small and medium business (SMB) version of its OpenScape platform, with smaller price tags and the added advantage of having all the UC applications configured on a single server. This not only saves costs, but also precious space for SMBs.

For larger, mid-market enterprise customers, Unify launched the Openscape Enterprise Express, which is scalable up to 1000 end users. This is an attractive option, as customers do not have to to pay for licenses when they are not being used.

In order to best meet customers’ demands for cloud-based services, the company is currently working with Go2neXt, a cloud-service provider, to offer hosted versions of its OpenScape platform in the country. Unify is already in partnership with a leading service provider in Argentina, Chile, and Mexico offering UC as a service.

“The company is committed to enabling its partners to achieve better results, having launched a new partner-focused channel group that creates new opportunities within specific vertical markets, including education, financial services, healthcare, hospitality, and retail,” said Frost & Sullivan Industry Manager (Enterprise Communications, Latin America), Juan Gonzalez.

Unify is placing greater emphasis on preparing its partners through training (technical and sales) and certifications to best tap new opportunities, such as software-defined networks and cloud services. Furthermore, it is expanding its partner community by including service providers and resellers specialized in specific vertical markets.

“Importantly, in 2012, the company segregated the tasks of managing channel sales and channel development, enabling greater focus to be placed on each of these complementary yet fundamentally different tasks,” noted Mr. Gonzalez. “This has enabled Unify’s partners to expand within specific vertical markets and consequently, increased its participation in the market.”

In 2013, the company launched the AmplifyTEAMS vision, a new approach aimed at achieving improved team performance through enabling technologies. AmplifyTEAMS is based on the five key concepts of fluid dialog streams, contextual-based conversations, seamless experience among devices, advanced presence settings, and integration with existing enterprise applications. This vision has the technology backing of project Ansible. With Ansible, team collaboration will get a leg up through superior integration between disparate communications solutions and social networks.

Overall, Unify’s technology offer of a comprehensive technology platform and a flexible licensing model, along with the effective implementation of a cloud-based service and a channel strategy has moved it to the top echelons of the Brazilian UCC space.

Frost & Sullivan’s Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants.

Our “Growth Partnership” supports clients by addressing these opportunities and incorporating two key elements driving visionary innovation: The Integrated Value Proposition and The Partnership Infrastructure.

The Integrated Value Proposition provides support to our clients throughout all phases of their journey to visionary innovation including: research, analysis, strategy, vision, innovation and implementation.
The Partnership Infrastructure is entirely unique as it constructs the foundation upon which visionary innovation becomes possible. This includes our 360 degree research, comprehensive industry coverage, career best practices as well as our global footprint of more than 40 offices.
For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?

About Unify

Unify—formerly known as Siemens Enterprise Communications—is a premier communications software and services firm. Our solutions unify multiple networks, devices and applications into one easy-to-use platform that allows teams to engage in rich and meaningful conversations. The result is a transformation of how the enterprise communicates and collaborates that amplifies collective effort, energizes the business, and enhances business performance. Born out of the engineering DNA of Siemens AG, Unify builds on this heritage of product reliability, innovation, open standards and security to provide integrated communications solutions for approximately 75% of the Global 500. Unify is a joint venture of The Gores Group and Siemens AG.

HUAWEI OceanStorTM 18800 Enterprise Storage Delivers a SPC-1 Result that exceeds One Million SPC-1 IOPSTM

February 10, 2014 –Huawei, a leading global information and communications technology (ICT) solutions provider, today announced that its OceanStorTM 18800 Enterprise Storage has successfully achieved 1,005,893.43 SPC-1 Input/Output Operations Per Second (IOPS)TM in the Storage Performance Council (SPC)-1 test, demonstrating Huawei's expertise and breadth of capabilities in the enterprise storage field.

According to the SPC-1 test report executive summary, HUAWEI OceanStorTM 18800 Enterprise Storage used 16 controllers, 1344 3.5-inch Serial Attached SCSI (SAS) disk drives, and 192 2.5-inch solid state drives (SSDs), delivering at 1,005,893.43 SPC-1 IOPSTM, with an average response time of 5.17 ms with the system running at 100 percent, and with a SPC-1 Price-PerformanceTM of USD2.78/SPC-1 IOPSTM. This illustrates superior and steady performance with low latency at a competitive price.

The OceanStorTM 18000 series, including OceanStorTM 18500, 18800 and 18800F Enterprise Storages, is designed for core enterprise applications. Based on the distributed Smart Matrix architecture, OceanStorTM 18800 Enterprise Storage supports on-demand horizontal resource expansion with up to 16 controllers and 7 PB storage capacity. The dedicated Extreme Virtualization Engine (XVE) storage operating system enables interoperability between the entry-level, mid-range and high-level Huawei storage products and enables enhanced interoperability between devices. The OceanStorTM 18800 Enterprise Storage protects customer data with HUAWEI RAID 2.0+ technology and two-layered virtualization, maximizing storage efficiency and minimizing recovery time for hard disk failures.

Huawei’s storage products have been tested and deployed in a variety of sectors including finance, telecommunication, energy, government, transportation and major enterprises and have received widespread recognition from customers.

A representative from the Information Center of Hunan Local Taxation Bureau said, "Through our cooperation with Huawei, we have found that the Huawei Enterprise Storage possesses absolute reliability, large capacity and high performance, in addition to flexible configuration solutions and online expansion capabilities. In terms of cost efficiency, it remains highly competitive when compared to other vendors”.

"We are extremely excited about the latest SPC-1 result," said Fan Ruiqi, President of Huawei’s Storage Product Line. "Huawei aims to provide solutions which address the challenges of enterprise applications while adhering to its product philosophy of 'secure and trusted, flexible and efficient'. With Huawei's commitment to its technical innovation, and our increasing experience in the enterprise storage field, OceanStorTM 18800 Enterprise Storage is expected to provide enterprises with higher performance and shorter response time. With the success of the latest SPC-1 result, we plan to make OceanStorTM 18800 Enterprise Storage available to a wider range of industries. By constantly improving reliability and performance, we are committed to providing our customers with trustworthy enterprise storage solutions.”