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Business, Cloud, Apps, Ucoms, Social UC #369 – Great Read on SIP Trunking for Business Executives

 (c) SIP, Unified Communications Apps & Cloud Communications Forum

October 14 – 2016 – Issue #369



Selling SIP, Skype User Forum, Unified Communications Apps & Cloud Communications Forum provides thought leadership on SIP, Unified Communications Apps, CEBP Apps, Cloud Communications, OTT-Over The Top Apps from SIP Trunk Providers, Social Media, Network Providers, Microsoft, Facebook, Google, Apple and other Communications, Mobile, Contextual-Intelligence and other communications companies.
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SIP Trunking Explained for Business Executives

SIP trunking is gaining in all business segments, yet what are the real business issues from a customer and non-vendor perspective?

Key Points


One Bandwidth Pipe Not Two – Voice and Data Together

SIP or Session Initiation Protocol means putting your voice calls over your existing Internet data bandwidth.  The SIP trunking providers push their lower costs because they don’t include the extra bandwidth you will need, thinking you already have too much.  This is really important because you may likely not have enough data bandwidth for all your voice calls.  Since voice is 2-way the key metric is not only download but more importantly reliable upload speed.  Most internet bandwidth access is asymmetrical meaning very high download speed and very slow upload speed.  That is, you may think you have enough download speed for voice and data but not enough reliable upload speed for your voice calls.   Check your speed at speedtest.net or other service/app bandwidth and then again throughout the day to see what bandwidth speed you have in both up/down directions.

Different Desk Telephones and Smartphones

Yes, many desk phones are SIP phones or SIP “ready” but your business likely requires an investment in these new SIP phones.  You can also mix desk phones with smartphone apps.

QoS-Quality of Service – “As is”

Telephone company lines are engineered for high quality and have been for more than 75 years.  The internet has been and likely will always be “as is” because it was really designed for email which as you know if it or other data gets delayed by minutes or more, you will never know.  That is, if your data gets delayed its ok but if voice/video gets delayed by even a 100 milliseconds (sub seconds) it will jitter, jumble, garble, or worse.  This is something humans don’t like.  Adding more bandwidth does not automatically cure voice problems but it can help at  an extra expense.

Security – No Such Thing

Like with the predictions in the growth of automobiles, few if any predicted that you might be hurt in an accident by someone texting.  The internet was never really designed for security and only if you have sophisticated firewalls, intrusion protection, VPN-virtual private network, spyware/malware protection and more you likely will be hacked.  There are many known SIP hack attacks even “call jacking” so yes your SIP calls can be hacked.  Plan on adding some sort of SIP security systems.

Cost – Not Really Any Savings – The “Fine Print”

We presented the other issues first because the SIP trunking providers push hard on the idea of savings over traditional PBX trunks. First, while new telephone systems are SIP “ready”, additional licensing or equipment called media gateways or session border controllers may be needed. Check with your current or proposed telephone system provider.  Second, you may already have PBX-private branch exchange lines/trunks that you can keep using.  For these typical traditional lines, the telephone company charges $25-45 each.  One provider charges $40 each for the first-three SIP trunks and then $25.00 for each additional trunk.   Third, prices for internet SIP trunking vary from $10-30 each, depending on term and multi-line discounts.  Packages exist that include in/outbound LD-long distance minutes and DID-direct inward dialing numbers for $70 or $110 per month, limited by the number of phones and/or SIP trunks available.  Still others charge $270 for PRI-primary rate interface replacement (23 trunks/lines) where a traditional PRI typically costs $300 or more.  Taxes and FCC fees are extra on both services.  Fourth, depending on your business, if you have to buy more bandwidth for voice, it would negate most of your savings compared with telephone company charges.  That is, for 5-lines you would likely be ok, but for 10+ lines/trunks more bandwidth will be needed to be sure.  Bandwidth pricing is also in stair-steps though many offer “elastic” bandwidth. You should budget some additional bandwidth just in case at $25-75+ a month.  In addition, other locations where you only have a few business lines, SIP may not deliver best quality.

Here are a few examples.  5-lines with PBX trunks would be $225 and $110 for SIP.  10-lines on SIP might be $150 while using a PRI would be $300.   20-Lines on SIP might be $270 while using a PRI would be $300. Add in the soft cost of lost calls, redial calls, E911 registration, lost productivity, etc. you can see your TCO-total cost of ownership including staff time may not really yield any savings.  To summarize, if you have less than 10-lines you may not see any real savings.  However, 10+ lines SIP trunking is worth looking at.

Benefits – Are “Priceless”

SIP trunking is not going to save you any money but it can be “priceless” benefit if you have multiple offices, want to connect call centers together, have people working from home or ever worry about disasters where one location is burnt to the ground or mother nature intervenes (e.g. 9/11, hurricanes).  Calls can automatically be redirected to another location or locations.  In other words, do not believe the hype from the SIP or VoIP providers but look at your business now and where it may be in a year or two and review the issues just mentioned.

Bottom-line – The Most Important Line

Cloud, customer-location along with smartphone integration, contact center, multi-offices and more are all on the table.  Before you get lost in “Oz” check and frankly, double-check technical issues, vendor reputation, references, and business outlook before making any decision because most often providers want a 3-year contract and often have early cancellation penalties.

If you have another minute or want to know more here is a:

SIP Trunking and VoIP Technical Explanation

The panelists at most conferences miss the mark in helping customers, channel partners, and others get to only square one for selling SIP Trunking.  Without going into all the issues they could have, and should have addressed, here are three tips:
1 – What is SIP?  Make sure you know what SIP means.  It means Session Initiation Protocol.  Basically, SIP provides signaling, like car traffic lights, in order that SIP devices can call other SIP devices over a broadband internet connection.  If you want to know more about the working of SIP protocol, get involved in technical discussions or getting your product interoperability compliant, go to the SIP Forum, a nonprofit industry interoperability organization at www.sipforum.org

2 – SIP devices can be desk phones, wireless phones, door acess and security systems, softphones (phone software on your PC) and other devices such as soda machines or even baby monitors.  SIP moves the “intelligence” into the device.  That is, SIP devices communicate directly with one another.  This is just like the way your PC communicates directly with a website.  The means the features are in the device, not PBX-private branch exchange.  Practically speaking this means I can use my laptop with softphone software as a telephone and can take it anywhere and plug in to an internet connection and begin making outgoing or receiving incoming calls from other SIP devices without a PBX.  If I need to call outside my SIP network or receive a call, a SIP gateway provider gives me a PSTN (public switched telephone network) number which you can call no matter where I am.  Features such as voice mail, transfer, conference, etc. can be added through software and from the gateway provider. If you have a number of users such as in a group or company, you will likely need a more sophisticated system such as a media gateway or SIP-ready PBX.

3 – Bandwidth planning is paramount.  SIP devices use a CODEC-compression-decompression system (a fancy word for a computer chip), to process calls into international standard formats.  One is G.711 which is high bandwidth, high-performance voice calls of 64 KBPS or business quality.  Low-performance (much like cellular service) and low-bandwidth voice calls of 8 KBPS is G.729.  The most important point is that in planning for SIP implementations allocate 80-100 KBPS per call for G.711 and around 30 KBPS per call for G.729.  That is, while G.711 provides for 64KBPS of voice it needs more bandwidth because of the packetizing (overhead) for an internet protocol network.  Here’s an easy rule of thumb, for G.711 take the total number of simultaneous (concurrent) calls times 100 KBPS and that is the bandwidth the customer needs for peak times in both direction.  The customer benefits when users are not on the telephone, the bandwidth is automatically available for their data needs.  Note: most SIP Trunking providers have their own limitations on the number of calls and the available bandwidth.  In other words, YMMV-your mileage may vary considerably.

If you would like us to come give you a business or technical presentation:

Email anytime david@boulderphone.com or 303-442-5500.
300+ in

CEO Twitter Scoreboard

What’s Your Score?


October 1

#1 CEO is Sir Richard Branson

John Legere said it best,
“Consumers aren’t going to connect with a robot #CEO.

Jack Dorsey tells why CEO’s should Twitter, “When a leader, CEO or someone in a leadership position takes to the platform they have the opportunity to humanise their organisation, make it feel smaller and relatable to people.”

Click on any image for entire list with “Star” Ratings and Twitter followers.
IBM Push-SMS-Social Media Integration 
This case study and Best Practices comes from a very interesting white paper from IBM marketing and click on the image for the complete paper.  While I like the paper in general, there are some specific which I have added at the end to reflect differences of opinion and real-live experiences.  You can decide for yourself what works for you.
“Bridgevine, a reseller for cable and telecommunications companies, was challenged with prospective customers not following through with conversions – in this instance, calling in to the call center to schedule an installation appointment. So, the team decided to implement an automated email and SMS campaign with the goal of being more proactive.  Bridgevine placed a short form including both email address and mobile number on its Time Warner microsite. If a prospect completes the form and opts-in to receive future.  communications, but doesn’t immediately schedule an appointment, the individual is automatically placed into an automated re-touch program. In this program, the lead receives an automated SMS and email – both triggered via the IBM Marketing Cloud digital marketing platform – upon submission of the form. The first SMS is delivered within one or two minutes of the form submission. The lead continues to receive automated SMS and email messages for up to three days, unless it becomes a conversion before then. If the prospect in the program calls to schedule an installation appointment, the IBM Marketing Cloud platform is tied to Bridgevine’s call center via an API, therefore automatically removing the prospect from the program. The program has resulted in a 300 percent increase in conversions, with a call-back rate of 33 percent. More than 30 percent of the prospects who provided their email addresses also opted in to the SMS program.
SMS Best Practices
– Promote SMS opt-in across key touch points, including email, POS signs, ads throughout stores or in mall locations, or on transaction receipts.
– Create exclusive content for SMS rather than regurgitating offers you’re communicating through other channels.
– As applicable, build basic SMS programs like Text to Join, Text for Info, Text to Vote, Text to Screen, or Text to Win.
– Engage in a two-way dialogue with customers via interactive campaigns designed to look for specific keywords and respond intelligently.
– Look for ways to integrate SMS into your existing automated campaigns to drive stronger response.
– Send transactional SMS or SMS reminders by leveraging APIs to allow messages to be sent from your own infrastructure.
– Review and analyze aggregate SMS campaign data and use this data to drive more relevant content in both SMS and other channels
Push Best Practices
– Tie mobile data to your users’ profiles to see who they are and how they’ve used your app.
– Leverage app interest data, app interactions, and even average order value to feed automatically into the cloud for a more robust view of your on-the-go audience.
– Achieve a truly closed-loop marketing strategy across all channels by integrating push campaign response information and in-app behaviors with other channel interactions and customer data.
– Send visually rich push notifications with video support to enhance the experience.
– Increase profit margins with targeted marketing actions like “quick click to purchase” or “set a reminder to buy.”
– Send targeted, engaging push notification campaigns that leverage each customer’s unique profile data from all channels, not just mobile.
– Create multi-step and cross-channel automated programs and campaigns for customers at each stage of the application lifecycle.
Social Media Best Practices
– Connect your social media engagement and publishing platform to your systems of record, enabling you to track the social behavior of leads that interact with your brand and use these insights in cross-channel digital marketing campaigns.
– Use social media brand pages and feeds to drive SMS opt-ins and mobile app downloads.
– Offer a social-sign option when contacts are registering/logging in, which reduces the friction on mobile devices.
– Employ social look-alike modeling to find new high-value prospects and advertise your mobile app and SMS programs to them, in addition to driving email opt-ins.
– Look for mobile-friendly social tools, such as Twitter Lead Generation Forms, which bring up a form already populated with the user’s social account data (name, email address, Twitter handle, etc.).
– Communicate social promotions in the in-app inbox of your app downloaders.
– Integrate social and mobile efforts into one coordinated, multichannel marketing effort.
In today’s landscape, there’s a good chance your customers are consuming social content on mobile devices. According to one study, 91 percent of smartphone owners ages 18 to 29 used social networking on their phone, while 55 percent of those 50 and older had done so. Furthermore, integrating social media channels with your mobile marketing can give you the power to turn social insights into action by creating cross-platform dialogues, building stronger advocacy and improving loyalty.”
Bottom-line – Thanks to IBM for writing and researching this white paper.  Indeed, they also spoke of omni-channel marketing coordination between different platforms.  However, the real challenge is that each of them – SMS, push, social media and all the others have their own dynamics.  That is, a blog post is different that a Tweet, SMS or push and the language used can be and should be different.  Each should be used for its function and that means a person must decide what is pushed, texted, tweeted, blogged, etc.  Do you see the problem? When you add in location marketing like “we see you are in aisle 5 would you like to buy ….” or “if you come to our store instead we will give you 20% off on anything you buy.”  The permutations and content message options are boggling.  Adding in cultural and even geographic language issues one need be very careful to engage, not alienate.  No doubt a cloud platform is a must-have and even IBM Watson might be helpful, however, this is where AI (read my book) will likely fail us and in our marketing efforts as purchasing habits will always be personal and ever-changing.
IBM Analytics Podcast 
with Evan Kirstel @evankirstel
5G, augmented reality, virtual reality-we live in an always-on universe that can’t feed appetites for information fast enough. What consumer insights can telecommunications providers gain and act on from studying subscriber behavior? In this podcast, influencer Evan Kirstel touches on the digital transformation that is required of communications service providers (CSPs) in this new data-driven world of marketing. From adopting new technology to reforming institutionalized thinking, he sets up to the challenges and opportunities that lie ahead.
Some of the questions we discussed:
  • We’re truly in a golden age for the industry, and it shows no signs of slowing down. When we think about innovations like 5G, fiber, augmented reality (AR) and virtual reality (VR), how do you see these technologies feeding consumers’ insatiable appetite for content across all available platforms and devices?
  • The constant streaming and collection of data fills a constant pool from which artificial intelligence (AI) and machine learning can draw actionable insights. What do these changes mean for the future of telecommunications?
  • Now, all complex systems such as what we see around the world in telecommunications eventually suffer outages, breakdowns or worse, especially as they are challenged by increasing consumer demand. How can companies proactively stay ahead of these challenges to reduce churn from fickle customers who will switch providers in the blink of an eye?

Bottom-line – It is a interesting podcast filled with lots of cool quotes.

Level 3 Security Threat Solution 
Some time ago in developing the SIP Professional Certification Course, I developed 50+ security recommendations.  In addition, there was a security process.  Now Level 3 has developed their own program for security which has many of the same elements though I think they miss some key parts.  Here is what I developed for your consideration.
Privacy-Security Lifecycle Management
Authors – Actualizers – Auditors – Analyzers
First, Authors are the senior/executive management leaders providing strategic direction in the form of all-encompassing ideology.
Second, Actualizers was the best term we could find that covered anyone and everyone who touched data, applications, systems, managers, archivists and anyone else.
Third, Auditors may have the simplest role of checking on how actualizers followed authors’ policies.
Fourth, the Analyzer reviews and checks the auditors to determine if the auditors are practicing their processes and documentation uniformly and universally across the enterprise.  In addition, given increasingly compliance and regulatory oversight the Analyzers provide an additional independent layer of review and analysis.   This additional layer of review is that the balancing security and privacy is getting more, not less complex.

Here’s Level3’s Adaptive Threat Intelligence programs that leverages Level 3’s global internet visibility and a team of security experts to provide customers with the assistance of a managed service. Customers benefit from the research and findings of the Level 3 Threat Research Labs team, the mitigation expertise of the company’s security operation center (SOC) professionals and the ease of knowing which threats merit a response to the correlated and prioritized alerts.

Estimates from the Federal Bureau of Investigation put ransomware on pace to be a $1 billion dollar a year crime. Enterprises need a security service provider with the tools and expertise to fight these pervasive, and potentially expensive threats.  Click on image for more from Level 3.
How It Works:
  • Adaptive Threat Intelligence is a one-stop shop for customers. They no longer have to purchase reputation feeds for malicious activity, manage on-premises boxes or have in-house resources to correlate threat data and identify risks on their network.
  • Adaptive Threat Intelligence is a cloud-based service that handles these requirements, providing a personalized, ranked list of actual malicious communications, no hardware needed.
  • Sampled customer data is correlated against known malicious communications using Level 3 proprietary analysis from threat data sources, including its DNS, CDN and MSS infrastructure, and third-party data.
  • Customers receive near real-time alerts for correlated events on their network.
  • Level 3 SOC experts are available to provide additional context, and if needed, to mitigate threats or escalating Distributed Denial of Service (DDoS) attacks.
  • The interactive near-real time reporting system also provides historical views for additional analysis.
Key Facts:
  • As a global network services provider, Level 3 has an expansive view of worldwide Internet traffic and a broad view of risks. Level 3 takes action on wide-scale threats, protecting customers from known malicious actors.
  • The solution distills actual communications, indicators of compromise (IoC), between customers and bad actors. The customer specific event information is available in the portal, security information and event management (SIEM) systems and email alerts.
  • Customers benefit from having a team of Level 3 security experts to rely on for monitoring, enabling them to use their constrained security resources with greater efficiency.
  • Level 3 collaborates across the threat intelligence community, benefiting its network and customers.
  • Adaptive Threat Intelligence aligns with Level 3’s other secure, efficient solutions like Adaptive Network Security and DDoS Mitigation Service.
  • Near real-time monitoring and threat notification
  • Portal-based, actionable, automated and context-rich reports
  • 24/7 SOC expert support
  • Integrated event feed to customers’ security information and event management (SIEM) platform
  • Email alerts
Blockchain: The Future of Democracy In Technology
By Evan Kirstel @evankirstel
This week I had the opportunity to attend the Blockchain World Congress in NYC, focused on the underlying technology behind Bitcoin which has the potential to be one of the most exciting technological advances of this century.
Blockchain is disrupting the financial sector and has the ability to disrupt all major markets, including supply chain, logistics, retail, legal, entertainment, energy and power, and many more.
Blockchain is a peer-to-peer network where data is processed, validated, verified, secured at each step or peer rather than a single administrative authority. Each transaction is passed along from one peer to the next which can data is validated and then pass along until it reaches the receiver. This peering architecture is ideal for all kinds of business transactions and encompasses IoT-internet of things where things which depend more on connecting with other peers than one authority.

However, blockchain technology remains nascent. During its ongoing rapid development, significant obstacles arise even as minor and major advances are being made on a regular basis.
Here are just a few of the many benefits:
– Reduce transaction processing time significantly
– Reduce risk of data and financial loss
– Reduce risk of data hijacking via public and private encryption
– Reduce administrative and overhead costs
– Simplification of business processes
– Improved scalability
– Allow for both public and private Blockchains
Nitin Gauer, Director of an IBM team helping make Blockchain real for business noted that banking and finance markets are driving adoption, removing key obstacles to adoption for other industries:

The distributed ledger technology is set to transform the financial industry and change the way banks conduct global payments. Moreover, it holds massive potential to change other sectors, such as retail, healthcare, agriculture, legal, and logistics.

Meanwhile investment in the technology is continuously growing as well. As of the first quarter of 2016, the investment in bitcoin and blockchain companies surpassed $1 billion.

Blockchain technology growth is accelerating because it based on a very simple concept of blocks of data connected via an ever-extending chain links which track and enforce encryption and security. Blockchain like any supply chain can take many forms and support any industry. For example, Bitcoin uses Blockchain (1) and in high-speed stock trading where security, performance and reliability is also vital, NASDAQ (2) is going to use “Blockchain technology to assist in expediting trade clearing and settlement from the current equity market standards of three days to as little as ten minutes. As a result, settlement risk exposure can be reduced by over 99 percent, dramatically lowering capital costs and systemic risk. In addition, this technology could allow issuers to significantly lower the risk and the administrative burden of what is largely a manual and multi-step process today.” Another example is in health care and research where trust in research is often and should always be verified. As researcher put it, Blockchain is a “tamper-proof public ledger” which all can access and once data is entered into the ledger is nearly impossible to tamper with. The authors also noted, “we confirm the use of Blockchain as a low cost, independently verifiable method that could be widely and readily used to audit and confirm the reliability of scientific studies.” (3) The authors went on to demonstrate an example where the cost was free taking less than five minutes to complete and verified as accurate. (3)

The Linux Foundation is spearheading the development of “open standards” approach to Blockchain called the Hyperledger Project to create an open standard for distributed ledgers for a new generation of transactional applications. With more than 80 major companies as members and more joining weekly, Jim Zemlin, executive director at The Linux Foundation, commented about Blockchain, “Peer-to-peer in nature, distributed ledger technology is shared, transparent and decentralized, making it ideal for application in finance and countless other areas such as manufacturing, banking, insurance and the Internet of Things.” The Hyperledger Project will address “cross-industry open standard for distributed ledgers.” (4)

Here are, among other things, some key points of Hyperledger:
– Peer-to-peer networking
– Distributed “ledger” technology
– Open source
– Scalability
– Establish means for trust and transparency
Chris Ferris, IBM Distinguished Engineer, CTO Open Technology, and Technical Steering Committee Chair, Hyperledger Project, noted “By providing a community for members to collaborate and contribute to an open source Blockchain solution, we’re able to advance the technology collectively and ultimately drive quicker adoption and higher value across industries.”
However, before you think everyone is onboard with this issue, Blockchain will take enormous education and integration with legacy enterprise IT systems whether they be financial or an industry. If you want to get involved, jump in and join Hyperledger Project”
Blockchain is an exciting new approach to democracy in technology from devices, systems and authorities to collaborate on “open source” standards as well providers to build into viable business solutions which users can trust at a very low cost.
(1)   Bits on blocks – https://bitsonblocks.net/2015/09/09/a-gentle-introduction-to-blockchain-technology/
(2)   http://ir.nasdaq.com/releasedetail.cfm?releaseid=948326
(3)   How blockchain-timestamped protocols could improve the trustworthiness of medical science http://www.ncbi.nlm.nih.gov/pmc/articles/PMC4866630/
(4) Open Source Blockchain Effort for the Enterprise http://www.telecomreseller.com/2016/04/20/open-source-blockchain-effort-for-the-enterprise/

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Virtual Receptionist for Skype Business

One of the most troubling issues in running any business is the front desk, receptionist, security desk, door access, package deliveries and business office. Just add a SIP connection to your favorite door access system or control device and you are good to go.  Click on image for more:

Here are some of the highlights:

– Audio/Video PoE station with one-way video to communicate with guests
– For lobby reception, back dock and outdoor locations
– Intuitive touch screen
– Door opening through Skype4B or via soft keypad with individual customized buttons
– Direct connection to Skype4B so a Gateway is not required
– GUI, logos and ringtones individually developed to match the corporate design


– Intuitive 10″ 1024×600 Multi-touch color display
– IP65 front camera
– 3x USB and 1x RS232,422,485 port
– Digital I/O (2 in/2 out) for door opener
– RJ45 (PoE LAN 10/100/1000)
– Microphone
– Fanless
– Power 12V-24V DC-IN (3-pin terminal block) or Power over Ethernet (24VAC optional)
    Operating Temperature: 0°C to +50°C
– VESA mount (75x75mm)


– Windows operating system, Microsoft SfB/Lync basic client and sample code for door opener with preconfigured ring buttons connected to SfB/Lync
– Easily customize the GUI to your Corporate Identity via HTML – Button call destination, background, logo and bell button

– Lync 2010/2013 or Skype for Business
– PoE LAN or separate power supply
– Mounting options

Bottom-line – This is a must-have for every Skype Business installation as sometimes the receptionist needs to go to lunch and you don’t want to have to sit their yourself.

Twitter Tunes Up Customer Support

Twitter has become, if not a great place to engage with customers for sales, the new standard for customer support, engagement and experience.  Here is what they saying.  “Customer Feedback requests receive a response more than 60% of the time. Early use has also shown that customers who are sent a Direct Message link follow through to actually send a message roughly 30% more often than those who are asked to send a message via text only.  Businesses already helping customers on Twitter, or those who want to encourage people to engage, can enable these features via Twitter Dashboard, under

Settings. These new features enable businesses to tell users they provide help on Twitter, indicate when they’re most active, and ensure people know they have the option to send them a Direct Message.

Businesses can now indicate that they provide support, which adds that information to suggestions when people search for a business, @yourname in a business in a Tweet, or find a business in Direct Messages. Additionally, businesses can display hours of availability on their profile to help set people’s expectations for when they are likely to reply. These businesses’ profiles will also display a more prominent button to start a Direct Message so people know the business offers support privately.  Twitter mentioned a great example of customer support from T-Mobile, “we put customers first in everything we do, whether that’s our iconic Un-carrier moves or how we serve customers. We help customers on Twitter with real time responses – within minutes of the 1st interaction – that get insane engagement & resolution rates! Twitter’s customer support features help us tell this awesome customer care story.”  Michelle Mattson Director of Social Media Customer Care, T-Mobile

Bottom-line – Social customer support is the new wave.  It’s faster, easier and less painful for all, so what are you waiting for.

Cloud vs. Customer Location Business Voice Communications
40+ Comparisons 

This is a comparison of two approaches to business voice communications today: in-office or in-the-cloud. We’ll try our best to limit the techno-babble language while listing dozens of factors involved. Traditionally, businesses had PBXs (private branch exchanges) and key phone systems which were the interface between your business and the telephone company. These systems allowed intercom dialing between users, transfers of any call, call control to limit long distance calling, billing management to track calls, voice mail messages, and more. Today, with internet telephones, users can make calls via the internet using office computers, generic IP telephones while using the bandwidth you already have for your data networking.

In reviewing more than 20 papers on this topic and drawing on two decades of experience, we have found that there is great confusion on cloud, hosted, VoIP, internet telephone, CTI-computer telephony integration and other terms used. Essentially, each of these concepts uses the internet for voice just like your web searches, cat videos, and email. That is, the same internet bandwidth “pipe” can be used for voice, data, video, web surfing and everything else. Instead of having two or more pipes for voice, data, POS-point of sale, security, FAX and other communications, you consolidate your uses into fewer of them. Separate pipes can be good for route diversity, a separate FAX line and/or an emergency when the internet and/or power fail.

Here is a running list of Cloud versus Premises based voice services. They are presented in random order as your priorities and preferences are not the same for any order we would present:
Best Efforts
Industry Standard Guarantee
Bandwidth (1)
Same Pipe
Separate Pipes
TCO-Total Cost of Ownership
Ease of Moves/Changes
Migration from current
Not Easy
Not Easy
Not Applicable
Regulatory compliance
Vmail to email integration
PC integration
Remote Users
IT Integration
Generally Built-in
International Calling
Integrated and Controlled
Instant Messaging IM
Room Video
Key feature
Disaster Call Redirection
Auto attendant
Future Feature Integration
Contact Center integration
Not Easy
Phone & IT Cabling
Integrated or Separate
Many Choices
Fewer Choices
QoS-Quality of Service
QoE-Quality of Experience
Speaker Paging
Remote Troubleshooting
Onsite Repair
Generally Available
Local Tech Support
Generally Available

Bottom-line – Every business is different with specialized needs. Manufacturing, education, hospitals, and other business environments can have very complex and even regulatory-driven requirements. Cloud or Customer Premises based voice communications are designed for specific applications based on the cost, benefit, need, and want. Each offers unified communications (UC) that have been evolving over the past 20 years and promise only to get better. With more than 500 UC providers & carriers, you can get your UC from another continent! But everything has to work across the enterprise from the desk, to the computer, to the mobile phone, to the IT integration. The critical factor in cars, mobile devices, computers, phones and other devices is getting them installed properly so that they can grow/contract and change as you do, with the ability to get them serviced in a timely fashion.

(1)  Bandwidth for UC is often overlooked as customers generally already have bandwidth they don’t completely use. Most UC providers leverage this expectation and let the customer figure it out when calls start to “jitter”, echo, or gargle. These QoS (Quality of Service) issues must be taken into account. Yes, UC can scale up and use that extra bandwidth but you don’t want the CEO to have a garbled call with an investor or customer.

Bottom-line – Everyday there is yet another article on this complex issue.  In comparison there was a webinar on IT cloud v. data center with similar issues.  Here is the chart and link to the webinar archive if you are so inclined.  Thus, there are no answers only more issues which like anything don’t become less but rather more complex.

Skype for Business iOS Update

Way cool if you love video conferencing but way bad idea if you are really boring at it. Remember if you are boring F2F you will still be boring via video and one executive said, “even more so.”  My advice is video is really great showing problems not people so show the crack in the concrete, manufacturing problems, potholes and any other issues which why you are out in the field anyway. 
Here’s the update 9/5:
– Initiate a group IM or video conversation and invite additional participants
– Join, rejoin and initiate a Skype for Business Meeting to communicate and collaborate on amazing ideas
– Simultaneously view shared content and speaker’s video during a conference
– Control the meeting (mute or remove attendees) and know more about participants’ modalities
– Look at your upcoming meetings and join via one click
– Find your recent conversations and pick them up from where you left off
– Search your contacts by name, email, or phone number
– Enhanced security via Active Directory Authentication Library

Bottom-line – Use video for what it is really great for and not for showing your pimples.

CEO Twitter Scoreboard – Update “CEO as Voice & Visionary”

CEO Visionary View

In a number of meetings, conversations and email exchanges I sought to determine what CEOs see in their own social media efforts. Here are some of the ideas given privately:
  • “The CEO is the “visionary” for the company and as the CEO that vision gets lost in all the corporate media related to our products and solution.  Twitter has given me the freedom to bypass all the corporate communications “silos” and speak directly to all our employees as well as other interested stakeholders.  I understand compliance regulations often limit the message but investor relations is a separate matter.  Twitter gives me the freedom to talk about how we are doing and how we are helping customers and all humanity.  It gives me the freedom to talk from my heart about what we are doing and what we could be doing more of.”
  • “No better person who, if alive, would be using Twitter is Steve Jobs.  He was a passionate communicator and was the ‘soul’ of Apple then and still now.  If you have an iPhone or iPad you have Steve with you and that is what the CEO can do and must to have an impact on global society.”
  • “I see the CEO as the ‘soul’ of the company as all the people who work here must have compassion for our customers and everyone we see or touch.  ‘Pay it forward’ is not just a cup of coffee but a reason to help everyone, ever chance we can.  Twitter gives me the means to get that message across not once but everyday and everyway.  Yes, I have learned that lesson that it is not just once-and-done but continuous communications to tell everyone our message.”

There were many other ideas expressed by CEOs and in different ways as they all saw the need to find their own “voice” in creating messages understanding all too well that it was a complex process.

Customer Communications
Support – Twitter is a must-have to respond to customer comments, concerns and questions. Rather than call you, customers post on Twitter using the famous hashtag #fail to express their concerns.  Yes, this is a public rebuke to your solutions which if you don’t respond, can spiral out of control causing further damage to your business brand and reputation.  Responding quickly and politely is critical to your reputation.
Sales – Social selling works, you can find potential customers, engage with them exploring your solution to solve their problems and helping them as well.  Sales is more than selling it is helping your customers grow as well.  You are also being watched by your competitors so take note to do a really great job.
Corporate – You are measured by the number of followers you have and if you only post blather or corporate sales or worse just retweeting OPC-other peoples’ content, customers will think less of you and simply buy from someone else.  If you think it is just for promoting your corporate blogs and blather, you are likely missing out on how customers really feel about you as its not broadcast media anymore, it is social media.

If you still ask “why” Twitter, the answer is both easy and hard.   The easy answer is – it is a really new way to connect with your customers and provide great customer service.  The hard answer is customers just buy from someone else.

CEO Xcelerator

In today’s business-political-social world, you are measured by many factors including the number of Twitter followers you have.  In fact, many surveys have found that websites in general are perceived as passive customer communication tools with Twitter being a far more proactive customer-engaging tool.  These surveys have also found an increasing number of customers go to your Twitter account before they go to your website doing “due diligence” on you looking for call-to-actions, thought leadership and content useful in their purchasing as well as customer complaints regarding your solution.  Your client may not have a Twitter business account but they may have a personal account and their advisors may as well.  You can also see how in some small way John Legere’s Twitter efforts have also impacted the price of the stock.

As noted Twitter expert Evan Kirstel just named #5 of Top B2B-Business-to-Business Influences more than 80K up 10K followers in August stated, “Twitter is not just way to meet new prospects and partners, it IS the way you run your company. If you aren’t engaged, your competition likely is!”  That is, CEO’s are beginning to see the real value of Twitter not just for their company but for their role as CEO in the company they run.  The New Social Media Engaged CEO as “The ultimate value of any CEO is the price of the stock and social media can impact that.”

If you are a CEO or C-Level we can help you and your company use Twitter to gain-retain followers and customers, here is an option called CEO Xcelerator from Evan Kirstel:
“As a CEO one of my greatest challenges to customers, staff and others, is communication.  With the help of Evan I am now communicating more effectively and engaging with more audiences which is having a positive impact on our business.  Evan recognizes the ultimate value of the CEO is having an impact on the revenue and brand value of the business.”
Here are some of the services provided:
– Personal and confidential executive mentoring and consultation on goals, style and messaging for ondemand and scheduled planning sessions
– Personal guidance on postings
– Custom curated content development from planned, ongoing and crisis communications planning
– Hourly, daily, weekly custom curated Twitter and Linkedin posts
– Review of Twitter Notifications and content guidance and compliance
– Review of Twitter Impressions metrics to understand content traffic
– Personal introductions to customers, strategic partners and key social media leaders
– Review and reports, as needed to measure gain-retain value
For a private and confidential consultant contact Evan 978-761-1524 or kirstel@gmail.com To get started follow Evan on Twitter @evankirstel and on Linkedin.

Bottom-line – Twitter is a must-have for any business and increasingly so for the CEO.

10G Homes and Oh, 100 Gigabit Coming Soon 

The broadband industry is on the worst rat race possible. No matter how fast the speed they get into your home or office, the more you want.  15 years ago, I said there is an “infinite demand” for bandwidth and that was in the days of dialup.  The cable industry tech development group called the Cable Labs is faced with the daunting task of supplying this never-ending demand for broadband. The Cable Labs is run by Phil McKinney, president and CEO spear-heading DOCSIS 3.1 is in early deployment stages for some cable operators, and that the technology is expected to expand across the country within the next two years to offer one-gigabit, two-gigabit or up to 10-gigabit symmetric upload and download speeds. That level of speed can enable new use cases and services, he said, while adding that consumer equipment and in-home access points will have to be able to handle the higher speeds in order to truly implement a next-generation in-home connected experience. Click on the image for the complete article, “In the video, a father rides home in his self-driving car, which promptly begins a data upload once it pulls into the driveway. Inside, a mother is in a live work meeting via a “collaboration wall” that displays necessary information while in an immersive virtual reality. Their daughter is having a virtual reality chat with her grandmother, and eventually the entire family joins in a multiplayer game that turns their home into a white-washed laser-tag-like environment. The video focuses on augmented reality gaming and person-to-person interactions, learning and other futuristic services, many of them enabled by VR glasses and nary a wire to be seen. These possibilities aren’t just a vision for what the cable industry could provide, McKinney noted; the video is meant to be a vision of what other companies can build if the home network can support next-generation wired and wireless network speeds.”

Bottom-line – What a kettle of fish as they say.  We have an insatiable “need for speed” until we can transport ourselves from one place to another and I wonder we will go then?

Corporate Communications ROE-Return on Engagement
Not wanting to take the thunder away from any author or views, however, as a journalist I like to do a CSI on thought leadership to uncover real realities.  I like the idea of ROE-return on engagement as it sets a monetary value on communications and especially meetings. Yet while we can say there are lots of meetings, nearly all would agree to a larger extent that they are a waste of time.  But we need meetings to collaborate and share information.  However, since we are so disorganized about our meetings we cannot assess their value.  Do you see the never-ending circle I am talking about like a dog chasing its tail.  We go to meetings, hate them but go back again and again because we are expected to go.  My personal complaint is that they are often so boring they have literally put people to sleep.  Meanwhile, Ron Gaboury, CEO, YorkTel wrote a pretty good white paper on ROE.  Click on any image for complete white paper worthy of a good read.
Here are some of the highlights:

Step 1 – Evaluate Communication Patterns & Technology Usage

The initial step in the return on engagement process is a brief assessment of why people

are communicating, with whom they communicate, the tools they use for
communication, and where they have difficulty communicating. Gathering this
information helps identify specific business needs that collaboration tools can
Step 2 – Determine Your Benchmark For Success
Before installing or upgrading any technology, determine the organization’s
benchmark for success.By determining the benchmark for success an organization is more likely to have a plan in place to optimize the usage of the technology that is newly installed or upgraded.
Step 3 – Calculate Costs & Savings
Understanding the value obtained by implementing collaboration tools helps
management understand why the collaboration tools should be viewed as a

necessity, not just a nicety. In this step those calculations are made to quantitatively show how use of collaboration tools can increase financial value to an organization.

Step 4 – Find Internal Champions and Benefits

Finding internal champions who already value the use of the technology and understand the benefits, helps others become successful.

Bottom-line – Not a brief assessment as Rod suggests but rather an indepth detailed communications assessment getting to the heart of the issues must take place before any meaningful ROE can be measured or achieved. In addition, continuous user training on preparing for and running great meetings.  If you have thoughts or need help, email me at cross@gocross.com.


No One Wants To Connect With Robot CEO


Twitter Survey – Don’t Get Twitter – Your Customers Do
Twitter did a survey and found some interesting ideas for your consideration.  Click here for complete survey, however here are some of the highlights:
– Discovery – 66.4% of survey respondents said that they have discovered a new SMB on Twitter
– Engagement – 78.5% tweeted at a business
– Purchase – 93.3% plan to make a purchase from the SMB they follow
– Support – 49% have tweeted to a business many times


Support – Twitter is a must-have to respond to customer comments. Rather than call you customers post on Twitter using the famous #fail to express their concerns.  Yes, this is a public rebuke to your solutions which if you don’t respond, it can spiral out of control causing further damage to your business.  Responding quickly and politely is critical to your reputation.
Sales – Social selling works, you can find potential customers, engage with them exploring your solution to solve their problems and helping them as well.  Sales is more than selling it is helping your customers grow as well.  You are also being watched by your competitors so take note to do a really great job.

Corporate – You are measured by the number of followers you have and if you only post blather or corporate sales or worse just retweeting OPC-other peoples’ content, customers will think less of you and simply buy from someone else. If you think it is just for promoting your corporate blogs and blather, you are likely missing out on how customers really feel about you as its not broadcast media anymore, it is social media.

If you still ask “why” Twitter, the answer is both easy and hard.   The easy answer is – it is a really new way to connect with your customers and provide great customer service.  The hard answer is customers just buy from someone else.

Ultra-Compact UCBox-SIP Gateway, SIP telephony for Microsoft Skype for Business

Doubt that many of you know Bressner but they have development a number of cool Skype For Business apps. Now they provide an UCBox-SIP Gateway, a new compact gateway for Microsoft Skype for Business. The UCBox-SIP Gateway contains Bressner-developed technology created based on years of market experience to simplify and optimize the customer’s experience. It is designed for use with standard SIP devices and SIP trunks to extend Skype for Business to Enterprise Voice. The new SIP gateway is configured in a few minutes and requires no extensive knowledge of networking, which enables small companies, to quickly and easily to put into operation. A simple certificate assignment and the default standard routing eliminate extensive and complex installation.


 The simple, straightforward interface shows a manageable number of configuration parameters to prevent mistakes during setup and administration. Maintenance or modifications are also done in a few easy steps as required from time to time. It fully supports the common telephony features along with FAX and LDAP. Incoming faxes are forwarded via AD-access to the e-mail inbox of the corresponding user. In addition, the gateway has a built-in test function to verify desired functions. SIP trunks and terminals are preconfigured to eliminate complex integration tests. In addition, even devices that are not certified by Microsoft, such as ATA adapter or SIP compatible DECT, as well as wired devices are supported by the gateway and can be integrated seamlessly. This eliminates the need to buy new end devices before being able to switch to a complete Skype for business UC solution. The UCBox-SIP Gateway can be used in conjunction with Bressner’s FonComfort suite to show ‘presence’ information on all registered devices in the Lync / Skype for Business client. This also allows the combination of parallel ringing of a DECT phone and SfB / Lync client with simultaneous “Busy-on-Busy”, to avoid call attempts when the user is on the phone. In combination with a local Skype for Business Server, the SIP gateway can also be integrated with Office 365 or other Skype for Business Hosting providers. This delivers all the advantages of a solution in their own office environment, such as emergency telephony, customized extensions of Skype for Business and lower WAN bandwidth usage. The system ensures safe and reliable operation of Skype for Business in the cloud. With the new UCBox-SIP Gateway Bressner has further expanded its Unified Communication solutions to help small and medium enterprise easily integrate their system and deploy flexible Skype for Business solutions quickly and efficiently. bressner

Compatibility: Qualified for Microsoft Lync: https://technet.microsoft.com/en-us/office/dn788945.aspx The UCBox-SIP Gateway is compatible with standard SIP Trunks, Skype for Business 2015, Lync 2010 to 2013, Microsoft Exchange and other SMTP email servers. A Silverlight-enabled browser is required. Further details regarding the UCBox-SIP Gateway can be found here:


About Bressner Technology
Bresssner Technology GmbH, headquartered in Gröbenzell near Munich, is a system integrator and value-added distributor of industry-standard IT solutions and products for applications in the fields of measurement and automation technology, automotive, transport, digital signage, logistics, medical, M2M and IoT. The product range includes the following core areas: “Industrial and Embedded Computing”, “Panel PC and display solutions”, “Communication Solutions” and “Telecom and Skype for Business Solutions”. With its own software development for Lync / Skype for Business, Bressner Technology has established itself as a Microsoft GOLD Partner. The company is characterized by a high level of service and qualified advice by engineers and technicians. Our own production provides ESD protection and is based on the most modern production facilities and quality assurance procedures. Bressner Technology is ISO 9001 certified by using defined production processes to optimize quality. Founded by Josef Bressner 1994 currently employs over 40 employees and has offices in UK, USA and the Czech Republic. Contact: Mitch Friend +1-561-953-1866

In case you want to see the list of all the approved S4B apps, click on the image.

APPROVED for iPhone/iPad and Health, Fitness Tech Healthcare, Caregivers
We present a short 17-minute podcast of a webinar on Twitter.
If you still ask “why” Twitter, the answer is both easy and hard.

The easy answer is – it is the new way to connect with your customers and provide customer service as they don’t complain by just calling you they increasingly complain via Twitter with the famous hashtag #fail which can go viral.  If you think it is just for promoting your corporate blogs and blather, you are likely missing out on how customers really feel about you, this is the hard answer because customers just buy from someone else.

SIP Seriously
If you are doing any SIP you better really know how it works and we offer this introduction to help you get going as many are still now in the planning stages.  SIP-Session Initiation Protocol is the real-time communication protocol for VOIP-Voice over IP.  SIP has been expanded to support video and instant-messaging applications.  SIP uses a text-based programming language designed to perform basic call-control tasks, such as session call set up and tear down and signaling for features such as call hold, caller ID, conferencing and call transferring.  However with SIP, the intelligence for call setup and features resides on the SIP device or UA-User Agent, such as an IP phone or a PC with voice or instant-messaging software.  In contrast, traditional telephony or H.323-based telephony uses a model of intelligent, centralized phone switches with dumb phones with SS7-Signaling System 7 in PSTN-Public Switched Telephone Network telephone switching and H.323 or Media Gateway Control Protocol in IP telephony providing call control/routing.  For more go to www.sipforum.org

SDP-Session Description Protocol is intended for describing multimedia sessions for the purposes of session announcement, session invitation, and other forms of multimedia session initiation.  SDP is a protocol for describing multi-media sessions and as such does not incorporate a Layer 4 Transport protocol (usually UDP), and is intended to use different  media protocols as appropriate including the SAP-Session  Announcement Protocol, SIP-Session Initiation Protocol, RTSP-Real-Time Streaming Protocol, electronic mail using the MIME-Multipurpose Internet Mail Extensions and HTTP-Hypertext Transport Protocol.

SDP is simply a means of explaining a multicast session via different media types such as SIP, RTSP, HTTP, MIME and others.
This is the format with examples of “descriptions.”
SDP-Session Description Protocol is intended for describing multimedia sessions for the purposes of session announcement, session invitation, and other forms of multimedia session initiation such as shown here.  Click on either image for indepth tutorial.
SIP-Session Initiation Protocol Proxy Server Forks (select different paths) Invite(s) to multiple User Agents (telephones).  Forks can be sequential or simultaneous (concurrent).  Session established to first UA-User Agent to respond with OK.  Cancel is sent to non-responding (no answer) User Agents.  Forks are useful in a call center environment, call hunting or sequential/simultaneous ring.
Some SIP servers/PBX systems may use a special type of server called a B2BUA-Back-to-Back User Agent.  Like a central server or PBX acts as a central signaling connection and supervision system (or mimic) to “act like” a receiver to one end and the caller on the other), B2BUA’s may be able to provide gateway functions to connect calls to the PSTN-Public Switched Telephone network or convert to other protocols such as Cisco’s Skinny, H.323 or proprietary call signaling.
While B2BUA is a migration strategy for some PBX systems.  In many cases SIP servers based on the evolving standard may not be able to provide all the features even though comply with IETF-RFC-Request For Comments. This is especially important for a multi-vendor SIP environment.   In addition, the “open” programming capability of SIP makes it very possible that the way a feature like automatic callback is programmed for one customer could mean group call in another SIP system.
A SIP Proxy Server call flow is where Proxy Server sets up call.  Proxy Server is an optional SIP-Session Initiation Protocol component that handles routing of SIP signaling but does not initiate SIP messages.  The SIP Proxy acts like (hence the term proxy) as an intermediate server that is responsible for forwarding SIP requests to the destination UAS-User Agent Server on behalf of the UAC-User Agent Client.
Shown here is SIP call flow using a Redirect Server.  A Redirect Server is an optional SIP component that does not route SIP messages.  Redirect Server returns a redirect (via 3xx class address change in routing) to UA-User Agent or UAC-User Agent Client  for direct routing (SIP is designed for end-to-end signaling without intervention by a server).
Here is an example of SIP-Session Initiation Protocol used for enhanced, multi-user, multi-media conferencing.  Note internet access or VXML-Voice eXtensible Markup Language applications can be directed based on an Exception-triggered instant conference such as a disaster.
The devices in a SIP network generally consist of:
UA-User Agent is a logical (not necessarily physical) function that initiates or responds to SIP communications.  A UA can be either a client or server that maintains a “session” status in the SIP communications.
UAC-User Agent Client is also a logical and physical function that initiates or responds to SIP communications.
UAS-User Agent Server is a logical and physical function that initiates or responds to SIP communications.
Proxy Server acts like (hence the term proxy) as an intermediate server that is responsible for forwarding SIP requests to the destination UAS-User Agent Server on behalf of the UAC-User Agent Client.
Redirect Server is an optional SIP component that does not route SIP messages.  Redirect Server returns a redirect (via 3xx class address change in routing) to UA-User Agent or UAC-User Agent Client for direct routing (SIP is designed for end-to-end signaling without intervention by a server).
Registrar Server is a user agent server that accepts SIP REGISTER requests and updates.
B2BUA-Back-to-Back User Agent acts like a central PBX connection server processing incoming and outgoing messaging between other user agent servers.  The B2BUA maintains “answer supervision” (overseeing) the dialog state and participates in all dialog communications.

Bottom-line – If you are serious about SIP, you should be seriously smart.  We offer these courses and certification to get SIP smart and tested as well.

Free Course Sample in SocialSelling via Social Media for Sales Pros Onsite/Online
IBM Top-10 Insights on Social UC Selling

Thanks to Simon Porter for this article.  Click on his picture or image for complete article.  Below are 10 key reasons why he believes social selling should be a priority for all B2B sales organizations.


1- It’s proven
This time last year, you could potentially argue that social selling was still new and unproven, but not any more. There are countless individual and team examples of how social selling is having a direct impact on closing deals, finding opportunities, increasing the velocity of deals closing and more. At the end of last year, a company followed me on twitter (@simonlporter); I engaged with them to discover that it was a target prospect, and within three months the team had closed a large contract. This was a company not on any target list provided by marketing and had not been a client of IBM previously.
2- The leads are the same, but come at a fraction of the cost
Some of the best tools are free. You can simply use tools such as Hootsuite or Buffer to find buying signals from prospects you care about. There are also many paid tools that can be used to find and engage leads through social media. Even the paid-for tools can be used to attract the very same customers at a fraction of the cost of paid search and other digital campaigns.
3 – Your competitors aren’t there (yet)

It is still surprising how many companies aren’t using social selling yet, even in the IT industry. This will change over the coming quarters, but right now your customers and prospects are sharing buying signals and pain points using social channels (including complaints about an incumbent product or service) and you may well be the first and/or only person to respond.

4- It reaches prospects earlier in their buying cycle
Once someone is ready to buy, you might be too late. If someone gives an explicit buying signal, more people are likely listening (and the prospect is most likely to be reaching out more actively and to more potential solution providers). But on social media, you’ll hear about pain long before the prospect may think to research a solution. That puts you in a fantastic position to deliver immediate value and preference, not to mention higher conversion to sale.
5 – You get to solve problems versus sell solutions (a great position to be in)
At the end of the sales cycle, you get to sell solutions. But before this, you need to earn the right to do so by solving problems first. Only by identifying and quantifying problems that the prospect may or may not have known that it had do you earn this right. It provides first-mover advantage, and this is where social channels allow you to do much of the work up front.
6 – It doesn’t require a big following or a big social presence
You don’t need tens of thousands of Twitter followers, nor do you need to publish 10 times a day to be relevant. While I would encourage you to publish regularly and to try to drive up your following, social selling isn’t actually about talking, it’s about listening. And listening means you spend far more time looking for other people’s buying signals versus publishing your own. However, you need to be focused-only a small fraction of what happens online matters to you. Use tools such as Hootsuite to spend your time listening to relevant people, looking for relevant social signals and waiting to respond by providing the right value in return.
7 – It scales infinitely
You can literally identify and nurture an infinite number of prospects via social channels. You are no longer gated by how many people you can call, or how many you can keep track of using Post-It notes, calendar reminders or even your CRM system. That scalability makes the efficiency and ROI of social selling incredibly lucrative.
8 – It gives your sales reps more control over relationship building
The signals you’ll find through social media are all over the place, and most of them won’t have anything to do with work. But that’s a good thing. Get to know what your prospects care about at work and at play. What else has their attention professionally, and how does that relate to what you’re selling or enabling? Also note what makes them tick elsewhere-family, football, whatever? Get to know how to build relationships, preference and velocity with your prospects.
9 – It increases velocity of engagement, preference and purchase among prospects
As long as you’re authentic and focused on the customer-centric problems that ultimately lead to change and purchase, you will convert faster and at a higher rate than traditional prospects.
10 – You cannot opt out: If you’re not an active social seller, then you’re a bad one

Even if you’re not an active social seller, you’re already being judged by your social profile. Prospects that you meet in more traditional selling situations are already checking your social profile and making judgements about you based on what they see. If you aren’t present or have a poor profile, then it will reflect badly on you.

Simon Porter is Vice President, IBM Commercial Sales, Europe. Simon is leading a team responsible for IBM’s software, services & hardware business with organizations of less than 1,000 employees in Europe-the fastest growing market opportunity of over USD70 billion. Simon led the transformation of this business from a direct sales to a Business Partner-led model, working with new types of business partners and new marketing methods, to capture this high growth opportunity for IBM and our partners.  Follow him on Twitter

Bottom-line – Social selling is not new.  Social selling is the way we have done most sales.  What is new is using social media to aid, guide, focus, close and gain-retain business.  If you would like to get a social media sales smart click on the image below.


TR Chat-Action Tracking App

We and TR have built an excited new iPhone/iPad app.  It has more advanced chat that WhatsApp and others.  It has optional gamification and rewards tracking and a myriad of other issues relevant to any business, channel or enterprise use case.  Click on

either image for more.
Bottom-line – Slack and other action-tracking apps have gotten all the action though the concept takes hardly any imagination.  Slack solves the endless email problems even for the smallest group interaction/collaboration.  However, in the TR app it takes it further adding Acticons-action items which are unique and enhance communication further.
Other Apps with Slack Features including Survey App Approved 

Slack is not the only app with agenda tracking, group coordination and other features.  In fact, we can build one for you.  In addition, Techtionary is pleased to announce approval of its new Survey Center.  This is a complete survey solution for both iphone/ipad app and PC browser users with innovative tools for engaging survey respondents. Here are some of the screenshots.  Each question can also have pictures, Act-icons, video, audio, and different background colors. Click on image for more images.
This app also has:
– Comprehensive content features with text, video, pics, audio, priority colors, location, Acticons-Action icons to give action traction
– Personal, group and global chat
– Push, news messaging and notifications
– Discussion centers
– Event management
– Calendar events
– Product and content catalogs
– Group project management and collaboration tools
– Custom membership public and private content areas
– Rotating top event banners
– Easy to use admin and much more.  The app was designed and developed by Techtionary and if you want to know more about getting an app for your customers, channel partner and staff communications, email cross@gocross.com or call 303-594-1694.


This article is on Twitter and those who see Twitter gaining as a marketing and sales presence.  Twitter is now a dominant source for sales lead generation.  Only a year ago and still today some companies have no idea how to use Twitter or even have an account.

If you don’t believe that chart here is another from a different source.

Here are some of tips for writing, posting and managing your own Twitter account. However, any and every marketing campaign is only as good as the Call To Action (CTA).  The most common complaint by customers about advertising, branding, PR, social, email marketing, bill boards, tradeshows and many more is – I got lots of sales leads but no or few customers.  It is up to you to take responsibility to design and deliver CTA that result in real customers.  Then you can take that message to the media/medium and test the results.  Then do it again and again.  You don’t run much less win the marathon if you just sit wondering what might happen – then nothing will.  As noted Twitter expert Evan Kirstel with more than 35K Twitter followers stated, “Twitter is THE way to meet new B2B prospects and biz partners. If you aren’t engaged, your competition likely is!”

1 – You can never have enough followers
and you can never respond fast enough when people complain about anything you do. The hashtag #fail is used by anyone to complain as Twitter is the new means of providing great customer service, engagement and experience. Twitter is also the new news service for all kinds of corporate communications.
2 – You are measured by your customers, competitors, stakeholders and industry on the number of followers you have.

3 – Search engines search Twitter which improves you page ranking. There is much debate about how Google, Bing and search works with Twitter, however, Twitter

posts can easily be used to send followers to your blog, news, customer case studies, white papers and other thought leadership on your website or other places.

4 – Gaining followers

is more difficult as viewers don’t always follow back.  However, a good start is follow those who follow you and see what they have to say.  And, sparingly RT-retweet their content aligned with your own “thought leadership.”
5 – Twitter is not just “do it once and you’re done” it is a river stream that follows 7×24 which means followers may not see your posts.   Like car insurance ads on TV run over and over again a thousand times, the same can be done about Twitter posts because there are also new users joining Twitter every day.
Click here for a short article on using Twitter for self-promotion and not “winging it” and best practices as well as issues regarding SEC, FINRA and other compliance requirements.
6 – Twitter is about “keeping you top of mind to keep you first in line in customer awareness.” Since you do not often know when a customer is ready to buy, then posting on Twitter keeps them informed of what you are doing and keeps you on their mind when they are ready to buy.  Here is one example:
Hey #Boulder we are at @alfalfas doing a #cheese demo say you saw us on Twitter for 2:1 BOGO-buy one get one special.
7 – Twitter helps you gain brand, brand and thought leadership.  You can never promote your “thought leadership” enough to get and keep your market presenceHowever, writing and posting thought leadership begins with being totally focused on customers, their experiences, their needs, hopes and dreams.  If you don’t know what they think, just ask them, engage with them and get them involved in every aspect of your business and if you do you have a better a chance at succeeding than those who don’t.
8 – Increasingly customers go to Twitter posts before going to website. Since Twitter contains new content customers increasingly look at what you are “tooting” about as they look at what you are all about.
9 – Twitter turns viewers into customers and 50% of users read/post via mobile, smartphones or tablets.
            According to the survey, SMBs that have followers on Twitter enjoyed sales increases and endorsements. In particular, 72 percent of people are more likely to buy from an SMB in the future if they have followed or interacted with the business through Twitter.
            Furthermore, 82 percent of respondents are more likely to recommend an SMB if they have followed the firm’s Twitter account. In addition, 86 percent said they are more likely to go to an SMB if it is recommended by a friend through the social networking site. Click here for survey.
10 – Posting is also more complicated – Here are 10 surprising new Twitter stats to help you reach more followers and click on image article.
In want to know more about using #hashtags and Golden Rule for better tooting  click here for another article on new stats for Twitter.
Bottom-line – Twitter is the fastest, best way to post promotions, press, products, specials, buzz, events, reports, support issues and more as well as provide “best in class” customer service.
If you want help doing Twitter, we can help train even do “ghost posting.”  Call Tom 303-594-1694 or email cross@gocross.com  or follow @techtionary (6,700+ followers) for a free consultation.
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