While the FREETALK Connect all encompassing PBX announced at IT Expo last Wednesday changes the economics of small business communications, it also provides a platform around which third party applications can readily be built and integrated.

Thursday saw the announcement of the FREETALK Connect Alliance, comprising thirteen charter members plus FREETALK that covers applications from conference calling to communications enhanced business processes.

Charter members include:

• AbbeyNet/Sitofono (Italy)
• Cloudvox (USA)
• FlatPlanet Phone Company (Israel)
• FREETALK (Spain)
• IfByPhone (USA)
• In Store Solutions (Hong Kong)
• Iotum/Calliflower (Canada)
• Jazinga (Canada)
• Skype (Luxembourg)
• Tatung (Taiwan)
• Thomas Howe’s Light and Electric (USA)
• Voxeo (US)
• Voxygen (UK)
• Voxbone (Belgium)

What stands out amongst all these members is their previous experience either contributing to, or developing, applications envisioned by Alec Saunders’ Voice 2.0 Manifesto more than three years ago. IVR infrastructure, conference calling, worldwide DID number provisioning, voice broadcasting and other hosted services are amongst the strengths brought into the consortium. FREETALK is continuing to recruit additional members whose bottom line is to deliver innovative applications that deliver new business opportunities to their customers.

Expect to see an entire ecosystem of products evolve around the FREETALK Connect with its inherent support of Asterisk, SIP, Skype and Skype for SIP working with the members’ existing API sets.

Full disclosure: In Store Solutions, producer of the FREETALK line of Skype hardware, has become a client of Denali InterConneXions, publisher of Voice On The Web, building on the author’s previous business development experience with establishing partnerships that can assist with the promotion of a primary vendor’s offerings. A more complete statement will follow shortly.

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In two separate press releases over the past two days, OnState Communications has broadened the scope of its call center offering and made it more readily accessible to businesses without internal IT and communications support.

In the first press release Monday, OnState announced the addition of the Yuuguu screen sharing service that provides call center agents with a tool that facilitates both visual presentations and resolution of customer support issues. Yuuguu’s screen sharing allows a call center agent to have a real time collaboration tool with:

• on demand screen sharing
• moderator control of adding/removing participants
• sharing of keyboard and mouse control amongst participants
• easy escalation of a chat session to desktop sharing
• no download requirement for callers to participate

One significant point: recall that OnState’s chat service, while originating from an agent’s Skype or GTalk account, can be accessed by any caller with a web browser. Once again, using Yuuguu’s screen sharing, an agent can have a screen sharing session with any caller with access to a web browser. Yuuguu’s service is cross-platform, supporting both Windows and Mac PC’s with Linux support to come soon.

From the press release, OnState Partnership with Yuuguu Provides Total Customer Collaboration For Virtual Workforces:

OnState is the first and only provider to include integrated voice, text chat and screen sharing as part of a cost-effective, on-demand virtual communications service. The addition of Yuuguu into OnState’s solution enables sales and support staff and all virtual workers to collaborate with customers by sharing screens or even keyboard and mouse control to help demonstrate solutions or solve problems.

“With Yuuguu screen sharing capabilities, OnState users can now conduct virtual sales calls – from anywhere in the world – with visual presentations, product demonstrations, and interactive communications,” said Pat Kelly, CEO of OnState. “And using real-time screen, keyboard and mouse sharing, support staff can resolve issues, answer questions, and assist customers more efficiently. Best of all, the combined solution is delivered as a secure, device-independent, cloud-based service that requires no installation or embedded applications on the customer side.”

In a second announcement yesterday, OnState announced a partnership with Bandwidth.com as a complete end-to-end IP-based communications service over which a business can operate its entire OnState call center operation “in the cloud”. Basically, if an end user can plug an RJ-45 jack into an Internet service modem or connection, and plug IP-based phones into a router, they can have all the communications infrastructure required for using the OnState service. And  inherently the network supports additional communications modes such as chat and screen sharing, as well as Skype conversations.

Once again call center agents can be located anywhere geographically and access the service via a phone, softphone on a PC, including Skype or GTalk, or mobile phone. While Bandwidth.com is U.S.-based they provide international access with support for international numbers via Voxbone’s service. From the press release, OnState and Bandwidth.com Deliver the Cloud Call Center:

For companies that rely on call centers for sales or customer support, reliability and quality-of-service are key. Bandwidth’s FlexNetwork is architected with full geographic redundancy, with separate signalling and audio facilities for reliability and flexibility. When this is combined with OnState’s cost-effective virtual communications, the resulting solution is one that is highly available, easily scalable, and encourages customer collaboration through multi-modal interfaces like voice, chat, and web.

OnState’s core competence is call center functionality; having come from a legacy call center operation that was acquired by Cisco, it’s in their genes. But as for the underlying communications services, they are becoming more and more agnostic by giving their customers options to select the underlying service provider as well as the communications clients, whether they be a traditional phone set, a mobile phone or a software-based communications client, such as available from Skype or GTalk. It’s a case of the customer defining its requirements and OnState can provide a solution from a buffet of options while delivering on the economic advantages of IP-based communications.

But OnState’s ultimate advantage comes from making it possible for their customers’ customers to access a call center via a simple call from a phone, mobile phone, Skype, GTalk or a Click-to-Call button on a website. And, where the caller has PC access, adding modalities such as chat or screen sharing requires no customer downloads; it just happens via the browser. As highlighted at this fall’s eComm Europe, the value-add comes in minimizing user friction with intelligent decision making tools that value a customer’s time.

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During my three plus years of blogging, the most educational and informative conference for keeping up with innovation in the “Emerging Communications” space has been eComm, the Emerging Communications Conference (and now Awards). And now eComm is coming to Europe in two weeks.

Conference organizer Lee Dryburgh and his team of advisors have assembled many of the top thinkers and activists in the IP-based communications space with the goal to “promote and accelerate communications innovation”. On the website’s home page is an outline of the forthcoming changes foreseen:

Telecom is becoming software

Today’s model of the telephony and SMS cash-cows will significantly dry up long-term

“Phones” are becoming general purpose always-on computers

A march is underway to change how spectrum is allocated and utilised

Applications innovation is being democratised

The media industry is converging with personal communications

Internet-style ecosystems are starting to pressurise the traditional value chain

Search engines and computer manufactures are encroaching into the space

App downloads; media content and even communication streams are increasingly routing-around operator’s billing systems

The telecom kingdom is fragmenting daily.

It’s only at eComm that you will find respected experts such as Martin Geddes, Thomas Howe, Alan Duric, Brough Turner, Dean Bubley, James Enck, Jonathan Christensen, Jan Linden and Gerd Leonhard all under one roof at the same time. But amongst the others, there’s always at least one or two who will surprise us and challenge our thinking about how the telecommunications industry will evolve. While we all talk about “networking” from a technology perspective, the personal networking at eComm is just as valuable as the presentations.

Also this week it was announced that Skype has taken on the role of Headline Sponsor of the show while innovative companies such as Voxbone, Voxeo, GIPS and Voice Sage are Platinum Sponsors. Without their support Lee would have to triple the registration fees and probably put the conference out of reach for many of the attendees.

Alec Saunders has bought his tickets to go; have you? Click here for a 10% discount when registering.

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This week about 50,000 people have gathered in the northern Nevada desert for the annual Burning Man ritual. You really have to visit their website to get a feel for what it is about and the principles that guide this annual one week experience.

Started in the mid-1980s, Burning Man is designed to generate a society that connects individuals to their creative powers, participation in community, civic life, and the world of nature. Gathering on an ancient lake bed, about 140 miles north of Reno, participants decide how and what they’ll contribute to the community.

But one guarantee – neither AT&T nor Verizon, neither Sprint nor T-Mobile had a cell tower within the horizon of the Black Rock City playa. As a result, working with Voxbone’s iNum service, up to 10,000 participants can receive SMS messages or, within capacity limitations, receive voice calls at country code +883, iNum’s worldwide country code accessible for free from many partner service providers and via local access numbers in 45 countries worldwide.

So, with no coverage by the commercial wireless carriers, how does this connect? Voxbone has worked with the Open BTS Project:

…. an effort to construct an open-source Unix application that uses the Universal Software Radio Peripheral (USRP) to present a GSM air interface (“Um”) to standard GSM handset and uses the Asterisk software PBX to connect calls. The combination of the ubiquitous GSM air interface with VoIP backhaul could form the basis of a new type of cellular network that could be deployed and operated at substantially lower cost than existing technologies in greenfields in the developing world.

In plain language, we are working on a new kind of cellular network that can be installed and operated at about 1/10 the cost of current technologies, but that will still be compatible with most of the handsets that are already in the market.

The OpenBTS team has constructed a cell tower at Black Rock City, that, in the “leave no trace” principle of Burning Man, will be taken down at the end of the event on Labor Day (next Monday). Effectively working together, Voxbone and the OpenBTS project have demonstrated how to set up and install at a low cost a complete GSM-based wireless service in remote and otherwise unserviced regions of the world. Full details are here but it is interesting to note:

• Who is doing this? This is an activity of the OpenBTS project. The entity legally responsible for the test is Kestrel Signal Processing, Inc.. The actual on-site engineers are David Burgess and Harvind Samra.
• Is this legal? Yes. We have an experimental license, WD9XSP, and a consent letter from Verizon authorizing us to operate in their KNKN224 block A cellular spectrum. We are also coordinating operations with Commnet Wireless to prevent interference.
• How much does the service cost me? Nothing.
• What do you do for emergency calls? Nothing. We are an experimental service and do not support emergency calls.

and

• My phone shows service but I can’t make a call. Why not? Only the first few hundred subscribers will get full speech service. Everyone else will just get SMS. There are two good reasons for this:
  1. We don’t have enough equipment for everyone to get normal speech service.
  2. Widespread speech service would change the nature of BRC in ways a lot of people would not like.

• Will my carrier charge me for every text message I send or receive on the Papa Legba network? No, the Papa Legba network is a separate isolated network from your normal carrier’s network, and no charges will apply as no SMS is being sent or received through your normal carrier.

Note that “Voxbone is providing funding and most of our VoIP connectivity”.

OpenBTS Chronicles: We Loaded the Truck Today and co-founder David Burgess reports on getting it going:

So we turned on the PA for the first time today and immediately got swamped with registration requests, which is actually normal and a good sign given our operating conditions. We also got a report of someone receiving a text message at Center Camp. That’s only about 1 km, but the impressive part is that the guy with the phone was in a
sealed shipping container (the BRC NOC) at the time. We were delayed seriously by high winds that made tower work dangerous, so a 4-hr tower job took just over 11. But it’s up thanks to the heroic efforts of the rigger. It was a little scary to watch.

From the Voxbone press release:

Voxbone worked with the OpenBTS Project to automatically assign iNums to cell phone users at Burning Man, making them instantaneously reachable from networks such as Skype and Google Talk.

“We are showcasing how iNum can be used to connect remote or unconnected areas of the globe with the rest of the connected world, using cell phone infrastructures such as OpenBTS,” said Voxbone CEO Rod Ullens.

“In addition, we are demonstrating to people attending Burning Man that they can receive voice calls and text messages from services like Google Talk on their cell phones at the festival. Burning Man is a great event at which to highlight these types of services because the attendees are open to new ideas and new experiences, and we are enthused to be a part of that.”

The iNum service is provided free to users at Burning Man. At the same time, it will enable users to spread the word about how valuable iNum is when it comes to connecting the unconnected.

“In partnerships like this one for Burning Man, there is an opportunity to demonstrate a technology for quick and cost-effective connectivity to regions that urgently need it,” said OpenBTS Project co-founder David Burgess. “In this case, the connectivity is a convenience to Burning Man participants, but iNum also can play a critical role when war, natural disasters and other emergent situations require quick communication.”

Alec Saunders, in OpenSource Meets GSM at the Burning Man, asks “Why do this?”

Naturally it’s a nice showcase for VoxBone’s iNum technology.  More to the point, OpenBTS believes that by making inexpensive mobile base stations available built around open source solutions, telephone service can be made affordable even in the remotest parts of the world.

Would be interesting to hear how it turns out in terms of number of cell phones connected and conversations handled. but the project is certainly a contributor to the overall spirit of innovation and creativity encouraged by the Burning Man ritual.

Question: while Skype for Asterisk was just released this week, can we expect the OpenBTS Project to add a Skype for Asterisk channel to their PBX next year?

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Tomorrow morning I’ll be heading out to San Francisco for eComm 2009. Kudos to organizer Lee Dryburgh, who on his own initiative and at his own personal risk, launched this event last year. Late last week Lee was able to announce that registrations had surpassed last year’s attendance.

Attendees should come away with not only a much better understanding of how this will be a watershed year for telecommunications. The combination of shaky economies, emerging Voice 2.0 offerings and opportunities for more effective personal and business communications is creating a “Perfect Storm” for a watershed year in the communications space. Smartphones, video calling, collaboration services, communications enhanced business processes, communications infrastructure, business models and regulatory issues will all be on the menu. From the eComm press release last week:

Included among the dozen keynote speakers and scores of other presenters over the three days of eComm2009 are:

•    Ge Wang, assistant professor at Stanford University and co-founder, CTO and chief creative officer of Smule.com;
•    Jonathan Christensen, general manager for audio and video at Skype;
•    John Forsyth, vice president of strategy at Symbian;
•    Malcolm Matson, founder of the OPLAN Foundation and entrepreneur;
•    Michael Calabrese, vice president, and Sascha Meinrath, research director, both of the wireless future program at the New America Foundation;
•    Tony Jebara, co-founder and chief scientist at Sense Networks and assistant professor of computer science at Columbia University;
•    Media futurist Gerd Leonhard;
•    Richard Whitt, telecommunications and media counsel for Google in Washington, D.C.;
•    Martin Geddes, head of strategy at BT Design;
•    Benjamin Joffe, founder and CEO of +8*;
•   Mark Rolston, chief creative officer of Frog Design.

Sponsors include Skype, MetaSwitch, NEC Sphere, Voxbone, Global IP Solutions, Voxeo, Jaduka, Ribbit and Broadsoft.

I have already been approached by some companies for interviews (although with full days through to 9 p.m., scheduling interviews may be a challenge) and been made aware of announcements coming from Skype, Voxeo and Jaduka. I’m sure there will be others; it will be a most interesting week.

As Lee says at the end of the press release:

Those wishing to register online may do so at  http://www.amiando.com/ecomm2009.html. For an additional $100, attendees may register on site.

And by entering the promotional code “one touch”, you’ll get a 20% discount courtesy of Voice On The Web.

P.S. – Given that there are many these days in need of social assistance, whether food, shelter or otherwise, Lee has announced that “10% of any profit from the event will be given back to the local community by donating it to the Shelter Network (http://www.shelternetwork.org)”, a Bay Area non-profit undertaking that assists families and individuals with housing issues. Lee has personally guaranteed a minimum $2,000 donation and undertook an interesting social networking experiment to help raise additional funds.

Last day to register today for Regular Pricing; Late pricing applies for registrations after Feb.17, 2009. Enter “one touch” for a 20% discount.

Two weeks ago eComm 2009 organizer Lee Dryburgh observed that:

With the heavy backdrop of economic doom and gloom everywhere I’d been finding it ever more strange that virtually every company I was dealing with in relation to the 2009 conference, was reporting accelerating business let alone [as opposed to] flat or declining business.

Via a Skype multi-party call he held a virtual panel discussion involving:

• Jonathan Christensen (Skype)
• Irv Shaprio (IfByPhone)
• Rodrigue Ullens (Voxbone)
• Graham Brierton (Voicesage)on this topic.

When asked about today’s economy he repeatedly found eComm 2009’s sponsors saying “Oh no, we’re actually doing better, due to the downturn”. So he asked each of the panelists what their offering was doing such as to accelerate their business.

Graham Brierton (VoiceSage):

For example, we had a company that the key thing they wanted to do was bring in their debts cheaper and quicker, instead of reminding people to pay their bills.  Part of the paying the bill process was transferring them back into a call center to actually collect the money.  What we noticed when we analyzed the data was they were getting a hell of a lot of people that were wanting to pay between 3:55 p.m. and 4:05 p.m.  We still don’t know the reason why there is a peak at that point, but there is a peak at that point.

One of the issues that these guys had was that they couldn’t actually take all of those calls because they had a shift change at 4:00 p.m.  They were unaware that because they had a shift change there were a lot of people that wanted to engage in a process with them but they weren’t allowing it because of their internal business processes.  They actually changed that.  That came as a direct result of simply looking at the data generated from the interactions that their customers were having with us, and us trying to collect money from them.

Irv Shapiro (IfByPhone):

Batteries Plus is a franchise-based business in the United States and Canada that has hundreds of retail stores that sell only batteries.  If you need a battery for anything, you go into Batteries Plus or you go to their website and you can purchase a battery.

In many, many cases, people need a battery right away so they want to go to a store.  Batteries Plus was finding that they were fielding hundreds and hundreds of phone calls to stores asking for routine information such as “What are your hours of operation; which is the closest store to my address…?”  We automated that process for them.

In fact, they automated it themselves by going to our website, provisioning a toll-free number, putting in a IVR on the front end that asked a couple of very simple questions to determine whether the customer was looking for information about batteries.  In that case, the call was transferred to a central call center corporate.  Were they looking for the closest location, in which a geo-coded application automatically provided them with the closest location and driving information.  If they were looking for store hours of operation, same geo-code process except in this case we retrieved the hours of operation.

They found a dramatic increase in the productivity of their in-store personnel because now those personnel could concentrate on spending time with customers in the store.  The side effect of that is they sell more batteries.

Rod Ullens (Voxbone), who reported business growing at 15% per month:

At some point, they [cloud based services such as VoiceSage and IfByPhone] need to reach the PSTN.  Most of them actually need a telephone number to be activated.  The bigger they get, the bigger we get.  That’s already one reason.  It’s not necessarily because of us, but because of our customers that have services that are interesting, and we grow with them.

If you look at the way numbers were used in the past, where you had a telephone number that was just linked to a physical location, that’s all you can do with it.  The cost to dial such a number is pretty expensive.  What we’ve done is to just completely take away the geographical link.  Now a number is just a software-based identifier that people can use to call you on.  It’s very flexible.  You can just build up a service.

First of all, that service can be completely Internet based.  You can just use telephone numbers from Voxbone to make it reachable from traditional phone networks, from mobile phones and so on.  Basically, you can be a company and have a virtual presence in a lot of countries.  From day one, you can start a service provider, in forty-five countries.  I think that’s one major reason why we’ve grown, especially now.

Jonathan Christensen (GM Audio and Video Platforms, Skype), in response to Lee’s question: “What do you think is driving these minutes?  Is it businesses using Skype, for a change, in order to save money, for example?”

We’re seeing two things.  One is just consumer migration to value; people want to avoid long distance, but we also see in the consumer space a network effect around your friends being there, the quality being great, it being convenient and easy.  We have a large constituency of people where it is the convenience, free, and easy factor.

On the business side, Gartner, for example, recently said they kind of backed off their position that Skype is dangerous, evil, and will introduce Trojans into your network, and so on.  We hear; we have a bunch of case studies and we hear more and more from corporate IT, these commandments to their workforce saying, “When you’re travelling, when you’re making long distance calls, when you’re going to be faced with insane roaming charges, please try to use Skype.  It works, it’s easy, you can download it, it’s free”.  We are seeing acceleration in that sector, as well.

These are snippets from the discussion; Lee has transcribed the entire session in a eComm 2009 blog post.

Note that while all the participants in this call will be presenting, Jonathan Christensen will be delivering a keynote presentation: “Codec Evolution and Industry Proposal” along with a Skype announcement.

Bottom line: if you’re looking for value in communications services that drive business decisions, if you want to be a player in the emerging communications space, eComm 2009 provides the best opportunity to get a three day education in how the Voice 2.0 world will evolve. It’s an opportunity to network with the thinkers and business leaders who will be providing services for that market space. That’s why I’ve convinced a friend who is a 34-year veteran in the Canadian telecomm market to come; he wants his new consultancy to have relevance going forward.

Register here; enter “one touch” to get a 20% discount. Speakers. Schedule.

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Perhaps the most informative event I have attended during my two-and-a-half years of writing for Skype Journal was last spring’s eComm 2008. Out of a sense of frustration organizer Lee Dryburgh took it upon himself to risk organizing this event when the former eTel Conference announced it would be no more. The 300 attendees were treated to a buffet of information about various initiatives being undertaken to deploy IP-based communications in innovative ways. From communications enhanced business processes to a garage-based operation to monitor security of abandoned farm houses, we all learned a lot. And the networking opportunity was excellent.

eComm 2009 has been announced; in fact, a call for speakers flooded Lee’s email over the past few weeks. He has put together a tentative schedule and been recruiting sponsors. Last year’s sponsors included many vendors we have written about since the event including iSkoot (Skypephone), Voxbone (iNum), VAPPS (HiDef Conferencing) and Brough Turner’s NMS Communications. Sponsors recruited to date for eComm 2009 include, once again Voxbone, and newcomers Global IP Solutions and Voxeo.

Today we learned that Skype has added its name to the list of sponsors. This is a new initiative for Skype in that they have previously tended to maybe provide speakers but not sponsorship at this type of event. In a statement to Lee Dryburgh this evening, Skype’s GM Audio and Video (and a keynote speaker last year) Jonathan Christensen said:

… thinking about why we did it.. We believe that communications is going through a major shift from hardware devices on dedicated networks to software applications. A new paradigm is emerging. As a clear leader in this new age of communications, it makes sense for Skype to sponsor the eComm event as it is all about celebrating this innovation and sharing our vision for the future of communications with those individuals and companies who are most interested in changing the way people around the world communicate.

It’s been pretty quiet recently on the Skype scene. But then President Josh Silverman did tell us in our September interview that Skype was undergoing a major restructuring. And we have not heard of any layoffs. So it would only be natural to assume that development efforts (beyond the Skype for Windows 4.0 beta program) are under way and we can assume we’ll see new product and service announcements in 2009.

Would any be made at eComm 2009? Speakers from Skype include Jonathan Christensen and Director of Strategy Julien Decot.

Registration for attendees opens December 2, 2008.

Note: Skype Journal editor Phil Wolff, Skype’s Jonathan Christensen, Voxeo’s Dan York, Brough Turner and Jon Arnold are on the eComm 2009 Advisory Board.

Tags: eComm2009, Skype, Jonathan Christensen, Lee Dryburgh, Julien Decot, Voxbone, GIPS, Voxeo

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With both VoiceCon and Under The Radar events in the Bay Area last week, there were lots of announcements in the Voice 2.0 communications space; I wrote up some GigaOm and Web Worker Daily Posts to cover a few of them:

On Tuesday Voxbone announced the launch of their iNum Service. Basically it provides a means to have a universal worldwide “local” number that can be accessed through the recently accredited (by the ITU) +883 country code. Last Tuesday I hosted a SquawkBox conference call with Voxbone CEO Rod Ullens; a post on GigaOm with more details talks about Geography Is Dead – Thank VoIP. Two other excellent “Voxeo Talks” posts from Dan York on this topic (Voxeo is a Voxbone iNum Service Provider Partner):

• How to get an iNum – a “global phone number”
• iNum and “global phone numbers: a video interview with Voxbone CEO Rod Ullens.

A heads up on using iNum; access from Skype to a +883 number is considered a SkypeOut call requiring SkypeOut credits.It’s not a “country” covered under Skype’s Universal Calling Plans; check out the various alternative means to access iNum numbers here.

The following day iotum announced the official launch of their Calliflower conference call service incorporating premium options for businesses that see its benefits for more interactive voice conferencing through the Calliflower call portal. Document sharing and a much wider range of access points, including iNum access were amongst the new features. And they announced an iPhone application for accessing Calliflower calls. More details can be found in my Web Worker Daily Post: Calliflower: A Complete Conference Calling Service.

Finally, in doing some checking out of a new service, I encountered an Automated Attendant that wanted me to enter a person’s last name in order to locate that person in the host business’s extension directory. But that presents a bit of a problem when you have a BlackBerry QWERTY keyboard and you want to generate the tones where 2–> “A, B or C”, etc. But the RIM people think of everything; there is a relatively simple solution. Find out the answer over at Web Worker Daily in “Entering ‘Last Name’ From a BlackBerry”.

Tags: Voxbone, iNum, iotum, Calliflower, Research in Motion, BlackBerry, Dan York, Voxeo