Voice of the Customer

TMCnet - The World's Largest Communications and Technology Community
 
| More
Voice of the Customer Featured Article Archive

[July 27, 2005]

Ensign's Telecom Bill Protects VoIP but Also Monopolies

I like the idea of having more competition and less regulation. My concern is that we have cable lines and phone lines built over the decades from a monopoly position in the market.

By RICH TEHRANI
TMCnet Technology Analysis Columnist

Here are some links to the new telecom bill:

Senator Ensign Telecom Bill

Senator Ensign Telecom Bill Talking Points

I haven’t had a chance to digest it fully, but so far the important points of this bill are that it protects VoIP calls. It claims to help the market by taking away arbitrary and historical regulations that arbitrarily hamstring one competitive technology over another.


It says its goal is to encourage all
companies to invest and compete vigorously to deliver innovative, quality services to consumers.

It claims it may bring $634 billion in GDP growth and 212,000 jobs in five years.

I like the idea of having more competition and less regulation. My concern is that we have cable lines and phone lines built over the decades from a monopoly position in the market. These lines have always been regulated to some degree and since 1996 have been shared with others at low rates.

Now these companies don’t have to share their lines if they don’t want. Sure, cable and phone companies will be competing vigorously. One day we may see widespread deployment of BPL and
WiMAX as well. My concern is for the small company that wants to provide internet services via DSL at better rates by providing better service. It is a given that LECs and cable companies have poor service and are slow to install lines for customers.

The best analogy I can think of to the current state of the telecom market is the airline market where American and Delta as entrenched monopoly carriers were used to resting on their laurels. Their service wasn’t great. They didn’t really have to do anything to make a living.

Once new carriers came into the market the airline world was turned upside down. Consumers have more choices and are happier when they fly. It took brand new companies with brand new models to change this market.

The point is that it is easier to launch an airline than it is to drag copper or fiber to every curb or home in the nation. How will the upstart internet companies that can really shake up the market come to be?

Sure, VoIP is one answer and certainly
Vonage is doing a bang-up job competing with cable companies and LECs. But cable and phone companies have the ability to bundle services because they own the lines. They can bundle at such low prices that VoIP providers are squeezed out.

They are using lines that were built via monopoly businesses to compete in a new world of Internet service. I reiterate that this bill isn’t fair to small ISPs and CLECs who want to provide competitive DSL rates and better service levels.

Lines that were built by government sanctioned monopolies should be shared. Giving these lines back to companies is unfair to the competitive landscape and consumers. The Telecom Act of 1996 addressed these issues and they are now being swept under the rug. This causes me great concern.

Please also see:
U.S. Sen. John Ensign Releases Telecom Act Rewrite

As a matter of disclosure, I am a shareholder in a cable company, a CLEC and a number of other telecommunications companies.

-----

Rich Tehrani is President and Editor in Chief at TMC.

 

[ Back To Voice of the Customer Community's Homepage ]


FOLLOW US

FREE Voice of the Customer eNewsletter

Subscribe Now

Featured White Papers

  • Seven Best Practices for Speech Analytics: Speech analytics is valuable for identifying issues in the contact center. However, limiting its use to the contact center only considers a portion of all customer interactions and subsequently only reveals a small part of the voice of the customer. This paper discusses how organizations can optimize their Speech Analytics implementation strategy to realize the promise of this exciting technology.
  • Understanding the Voice of the Customer: Today's contact centers involve a sea of information that must be captured, processed, and distributed on a daily basis. Effective use of this information enables companies to remain competitive in an increasingly aggressive and customer centric marketplace. An overwhelming percentage of the information that circulates in a contact center's audio recordings, documents, web pages, and emails is unstructured in that it resides outside of a normal structured database and cannot be managed efficiently. These unstructured items contain valuable information, yet this information historically has been difficult to organize, categorize, and access.

Case Studies

  • Aflac: Aflac, the leading provider of guaranteed-renewable insurance turned to Autonomy to help them automate the process of monitoring their contact center agent for quality and compliance. The company now has a system that can offer continued improvement in agent quality and productivity while enhancing the customer experience. ...
  • Avaya: Avaya, a global leader in business communications, inherited 880 websites as well as numerous intranets and extranets when it was spun off from Lucent Technologies. The sheer volume and diversity of the sites and the over 500 content creators resulted in inefficient content distribution rife with divergent branding, messaging, and product information. ...

Video Showcase

    Interview with Autonomy: Rich Tehrani interviews Simon Hayhurst, SVP of Autonomy

Featured Events

  • Multichannel Analytics with Autonomy Explore: In today's world of constant connectivity there are a variety of direct and indirect channels of communication between an enterprise (or a brand) and its customers. 80% of these valuable interactions are generated in a human-friendly, unstructured format across multiple touchpoints and channels. With this ever growing mountain of information how do you extract the emerging trends and topics of interest to the enterprise? ...
  • SES Chicago 2011: Marketers and SEO professionals attend SES Chicago each year to network and learn about topics such as PPC management, keyword research, SEO, social media, local, mobile, link building, duplicate content, multiple site issues, video optimization, site optimization, usability and more. The conference offers 70+ sessions, intensive training workshops, and an expo floor packed with companies that can help you grow your business. While you're at it, network with peers and leading industry vendors. Programmed by the SES advisory board, you can be assured - SES content really is king! ...
 
 
| More