Day One, Two and Four: Open Source Telecom Survey 2021 Results & Discussion, Alan Quayle.
This is our 3rd year of the survey, thank you for your continued support. We received 114 responses to the general survey, +163 project survey responses giving a total of 277 received. Yep, that’s a lot of data, and quite a lot of results to work through. We broke it down into 3 sections:
- Part 1: Recapitulation of 2019 and 2020 results
- Part 2: General Survey Results
- Part 3: Project Reviews
Given the project surveys do not change significantly year to year. Going forward, we will do the project surveys every other year. While the general survey will be every year, we’ll keep it extremely small on the years we do the project surveys. Hopefully this will keep the survey lean yet the results impactful.
Firstly, congratulations to Gavin, his business, SureVoIP, was bought by TelcoSwitch earlier this year. We covered this in CXTech Week 31 2021. SentryPeer is a new open source project, and provides a great case study on why such projects begin. We’ll be tracking its development.
On the day after we published Gavin’s session he had his “first proper #badactor hits with @SentryPeer tonight during testing.”
Fonolo is a supplier of call back solutions to call centers, which reduces caller venting (hold times), hence improves both agent and customer satisfaction. Shai brings a wealth of experience and insight into the call center business.
This presentation takes a broader look at the impact of the current economic situation on the technology of call centers, and where development opportunities exist. Those taking part in TADHack-mini Orlando at Avaya ENGAGE on 11-12 Dec please take note ?
Thank you to Shai for sharing these insights, and for highlighting that TADSummit is the only event where such no-BS insights can be shared.