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connectivity options (MPLS/ILL/BB/4G-LTE/Internet) which help leverage a Hybrid WAN strategy for the evolving DC and Cloud landscape

SD-WAN ensures application awareness and complete visibility of site-wise utilization of various applications, which paves way for better performance, availability, and security.

SD-WAN leverages the power of Cloud-based monitoring and management platform for centralized, real-time visibility of all resources.

SD-WAN solutions can be easily integrated with legacy network architectures, which enable phase-wise migration of sites.

Sify’s SD-WAN platform is hosted in Secure Cloud, and our experts perform all the monitoring and management functions from the state-of-the-art NOC. This helps you maintain distance with different configuration tasks at branch sites and focus on your core business. Our SD-WAN solutions – coupled with end-to-end Managed Network Services – drive efficiencies, reduce cost, and optimize multi-cloud connectivity.


Centralized visibility, control, and insights of the Network:

Organizations need complete visibility and control over network connectivity to make the most of their Cloud investment. They would also want their network to provide intelligent insights that enable data-driven decision-making. An intelligent network can help businesses with automated and effortless orchestration of network resources. However, enabling a network with comprehensive intelligence is not as simple as it seems, because it requires a well-established network management practice with well-integrated toolsets.

Currently, only a few network service providers, such as Sify Technologies, have the assets, capabilities, and expertise to deliver Intelligent Network Services. We ensure centralized management of the network, powered with the capacity of SDN, to bring in the highest level of visibility and control of the entire network landscape. We offer a comprehensive range of Network Management Services on flexible outcome-based models – shared NOC Services, Hybrid NOC Services, and Dedicated NOC Services – from our state-of-the-art Network Operating Center.


Sify’s network experts ensure 24×7 proactive monitoring and management of network connectivity of devices such as routers, switches, and firewalls, and provide comprehensive reporting of various network parameters such as availability, performance, and security.


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Service providers do a very good job of ensuring that their services are at peak performance. To get the best form this, and maximise user experience and subsequent performance, hardware and network connectivity are essential to get right.


Hardware

Slow and dated machines can cost 30 minutes of staff time a day, this equates to 15 days a year. As a business owner you can really see the impact of this when multiplying by the wage bill! In addition to this, slow machines really annoy your workers during stressful periods.  


Connection

This is even more important. Both upload and download speeds are factors when using the cloud. Therefore getting the right connection for your business is crucial. Homeworkers are different from large offices as there is much less of a demand.


Ethernet must be a real consideration for businesses with 10-15 employees. This is because all those people could be requiring the connection to the cloud at the same time. This number is then reduced in a more creative and thus more demanding environment, for example video production.


Additionally, the ability to prioritise traffic is an incredible feature that is certain to help you get the biggest bang for your buck. Being able to prioritise important traffic such as a video conference call or VOIP over YouTube allows you to have enhanced capabilities and experiences with a lower bandwidth.


If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. There’s just something about waiting for the cable guy to show up some time between noon and 6 p.m. to fix your internet connection only to have him arrive late and leave with the issue unresolved. It’s the same old song and dance, which is probably why the telecom industry consistently ranks as one of the most hated by consumers.


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Provide follow-the-Sun coverage

With customers increasingly expecting service on-demand, traditional 9-to-5 contact centers cannot possibly meet this need. A gig workforce located in every corner of the world can cover customer service requests 24/7. Even local customer service agents can fill the gaps, as people may choose the gig way of working because they prefer to be on-call off-hours or weekends.


Promote diversity in company culture 

The importance of diversity and inclusion in the workplace has been increasingly recognized and embraced of late. 60% of CX leaders interviewed stated their top reason for leveraging a gig model was the need to source talent aligned to company values and culture. The GigCX model enables companies to advance diversity as a strategy and ensure the representation of diverse talent by recruiting experts based only on their skills.


As artificial intelligence (AI) advances, it now plays an increasingly important role in the basic fabric of many gig platforms. Not only does the technology drive recommendations based on historical activity and purchases, but AI can be leveraged to build customer review and rating mechanisms that drive further sales. Businesses have recognized the possibility of using this same technology in the customer service function. AI can detect low-value customer inquiries and direct those to GigCX staff, leaving the higher value inquiries for full-time agents with more expertise. AI-based routing can pass a customer’s inquiry to the best possible agent based on skills and expertise. It can also serve a role in intelligent quality assurance, ensuring that the customer service gig worker is providing the levels of service expected by the business. The gig platform’s AI can learn from these gig workers’ answers, helping the AI engine become smarter over time. Freelance customer service workers appreciate the technology, with on-demand agents ranking their employers higher than the average customer service agent when it comes to the quality and capabilities of the software they use to service their customers and contact their employers.


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Business leaders need to understand that there are two types of skills required for success; job-related and application-oriented.The approach for training for both these skills will change, as you may need to hire new employees for job-related skills or create an online training program for existing employees. However, this approach may not work for application-related skills.  


Training employees on any application should be an ongoing process and for that, tools like LMS and Digital Adoption Platforms can help.


IT projects will run behind schedule, processes will have gaps, training won’t be sufficient and new regulatory issues will emerge. With the right tools and strategies, these issues can be solved and there is no defined formula for success. Any company has to act on the outline created and improvise as projects proceeds.


Digital Adoption Platforms can provide support with identifying gaps in processes, improving the quality of training, creating readily available training content, and guiding employees with their day-to-day tasks. 


Several companies are undergoing Digital Transformation and leveraging the latest technology to improve their business. The pandemic has forced companies around the world to speed up digital initiatives to drive their business and respond to the crisis. C-level executives are focused on prioritizing digital investments in the right way that will fuel future growth.  


Business leaders have already initiated Digital Transformation (DX), but out of which only 30% of DX efforts succeed. Companies spend thousands of dollars on Digital Transformation but the success rate is very minimal.


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In addition, gather relevant success stories and share these experiences with your staff. Customer success stories provide new users with examples of how other companies effectively used Visual Assistance. This knowledge helps new users feel more confident and comfortable with adopting the new technology.


Of course, the selected vendor or third party should have the best practices, know-how and the track record in their Visual Assistance implementation processes.

The contact center agent or remote expert can see what the customer is seeing in order to provide live assistance and guidance. Think of this stage as remote “eyes” into the situation. For example, an agent can ask to see the customer’s router and explain that a cable is plugged into the wrong port, or see that a refrigerator is not functioning properly because the air flow vent is blocked, or see physical damage on an insured object to support a claim.


It also allows remote experts to see what your field service technician is repairing and provide directions from afar. For example, a technician can point a tablet at a complex issue and request help with a job, or receive visual verification that a job was completed successfully.


Celaton helps telecoms streamline inbound data, such as emails, web forms and posts, extracting and validating key data from each correspondence, and presenting suggested responses to service reps, who then amend messages before responding to customers. Kryon, meanwhile, assists operators with identifying key processes to automate in support of both digital and human workforces for optimal efficiency.


Artificial Intelligence applications in the telecommunications industry are increasingly helping CSPs manage, optimize and maintain not only infrastructure, but also customer support operations. Network optimization, predictive maintenance, virtual assistants and RPA are all examples of use cases where AI has impacted the telecom industry, delivering enhanced CX and added value for enterprises.

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The pay per use service model helps telecoms to introduce new services, reduce the cost of the service, and work more effectively as per the market demands. By adopting cloud technology, telecom industries can switch important business functions to the cloud and benefit from its efficiency.The telecommunication sector is one of the most vulnerable sectors when it comes to cybersecurity. With telecom companies having large customer bases, there are abundant opportunities for malicious attacks to gain unauthorized access to their data.


When a major telecom service provider’s infrastructure is under attack, the consequences could potentially affect a whole country and it’s businesses, consumers, and the government agencies. It also has major ramifications over the telecom brand’s reputation and trustworthiness.By adopting a holistic approach, telecom providers are more able to detect threats, take up prevention measures, and support resilience when attacked.


Telecom industry and the trends this fact highlights include a subtle hint at the amount of data Telecom companies will have access to in the near future. When the truth dawns upon Telecom companies that they have data of humongous size by their side, organizations will begin to experiment and analyze their Big Data in a bid to create operational and fundamental changes in the way the Telecom industry operates.
With the rapid expansion of other mobile devices, Telecom businesses will have to strive to find out innovative ways to store, process, and derive value out of the diverse volume of data they have. Telecom businesses will then leverage Data lakes to house their data unless it is deemed fit for use, data analytics to drive their operations, and deliver exceptional customer experiences through changes in the way the industry operates.


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Originators at investment banks will put together their buyer list using sources such as Pitchbook, Capital IQ, and Axial. They often make recommendations to PE firms with existing portfolio companies that are active in the same space as the companies PE firms are targeting to buy.


This is the most conventional process relying on an investment firms’ historic network and reputation within the investor community. Firms bid against each other with their success on deals reliant on access to specific industry or company information.


Traditional approaches are getting much less effective with time. Mainly because private companies with >$15M of revenues and $2m EBIT or adjusted EBITDA are regularly contacted by PE firms and strategic buyers. Furthermore, it’s getting a lot easier for company owners to find out more about different buyers and capital sources through search engines and social networks like LinkedIn.


Online deal origination


Platforms like Axial, an M&A marketplace, and other sites cost much less than travelling to physically attend seminars or conferences around the world. Investors can research different strategic buyers or private investment firms online through Google, and sometimes through free directories.


Online deal origination is the most modern technique using technology to replace more established methods. Various fintech firms provide deal sourcing platforms which investment firms and originators can use to generate new leads and reach a bigger network. Deal origination platforms include Dealsuite, Dealnexus, Navatar, and SourceScrub.


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Empowering people by approaching technology in a human-focused way with more consideration of psychology and behavior is ensuring providing a delightful user experience. Knowing where the user’s attention is most captured, what excites them and where their attention tapers, what enhances utility and how the buttons should be placed on the page so that they are within reach are just some of the insights that have helped solve design problems effectively.


As we move into a world where we move away from point-and-click and into Artificial Intelligence (AI), Augmented Reality (AR), and Voice controlled interfaces, a whole new world of design opportunity is opening up, one which requires an in-depth understanding of different people, their needs and motivations in order to bring about a shift in user habits.


When it comes to UX, the year 2017 saw quite a bit. The hottest buzzwords last year included smarter personalization, Artificial Intelligence (AI), and Virtual Reality (VR). Besides these, there was one term that stood out from the crowd— Digital disruption. After all, it’s next to impossible to reminisce 2017 without thinking about the infamous Bitcoin. The UX trends last year also saw an incredible rise in a minimalistic approach in terms of layouts. Wherever one looked, there were videos that partnered pixel-perfect illustrations. In addition to this, the animations we saw were extremely delightful, as well as functional, and gradients were very popular. Personalization, Gamification, and Conversational interfaces were also all the rage.


Right until last year, people wondered what UX was really about. But while they wondering what it’s truly about, and second-guessing its lifespan, UX was slowly evolving.With all that said, we can’t be more thrilled to announce that this year gave birth to UX 2.0! It’s brand new and is a better version of yesteryear’s UX. UX 2.0 comes with a number of new trends that can provide a frictionless experience, smarter personalization, and technology such as augmented reality, virtual reality, and voice assistance.


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Like any enterprise technology, the success of Visual Assistance rests heavily on employee engagement. A company’s management team can invest in the best solution on the market and IT can install and configure it to reflect all their business processes, but if employees do not adopt it, it will never be a success. Without high levels of adoption of new technology, the company will not realize the ROI they were likely expecting. In other words, a technology that no one uses is useless.

Customer service departments deal with vast numbers of inquiries and an endless volume of daily transactions, each susceptible to human error. One popular customer service technology trend is to introduce Robotic Process Automation (RPA). This is a form of business process automation technology based on AI that can bring greater efficiency by allowing customer service teams to manage their back-office operations and the large volumes of repetitive and rules-based processes. 


By streamlining the execution of once complex, labor-intensive, and time-consuming procedures such as basic troubleshooting, billing, data entry, workforce management, and order fulfillment, RPA frees call center staff for higher value-add work. Applying RPA to alleviate even some of the staff’s workload will have a major impact on streamlining processes and improving profitability. AT Kearney reports that RPA costs 1/3 as much as an offshore employee and 1/5 the cost of on-site staff, and can cut costs by 25-50%. With these numbers, it’s no surprise that Forrester data shows that over 44% of customer service organizations are already using RPA to help them gain a competitive advantage.


Lack of employee adoption can result in reduced productivity and morale. Oftentimes, simply training staff on a new system is just not enough to achieve the high levels of technology adoption that are needed to ensure the success of a new technology.


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Mobile Network Operators specifically and telecom operators, in general, must gather, process, and store customer data to operate efficiently. Privacy concerns have triggered onerous regulations like GDPR in several locations. An inability to understand these laws or poor implementation can curb the flow of data and curtail the operator’s overall view of their network. Obviously, this can trigger inefficiencies for the network and create openings for attackers to go undetected and pose a threat to the privacy and security of citizen’s data.


Such a failure to consider consumer privacy, regardless of legislative requirements, can also result in stiff fines, penal action, and even a brand-killing backlash, as seen with the LocationSmart service in the US.


As those in the telecom sector know, a signaling exchange establishes/maintains a communication channel or session on mobile telecommunications networks and assigns resources and manage networks universally. 2/3G leverages SS7 and SIGTRAN, while 4G depends on Diameter. All generations employ SIP and GTP. Several essential services, such as short messaging service (SMS), are managed by these protocols.


While tried, tested and trusted, many of these protocols are dated. They were often applied without an authority model but depended on implicit trust within a closed industry. Now look at the inherent insecurity of this approach in the context of the role in operating several network functions, and it will be clear that any security threats identified against these services will have a high impact. Many will remember that in 2017 an incident in Washington DC, close to the White House, saw attackers use a fake base station and SS7 access to obtain subscriber information.


More info: What Is Managed Firewall Services

Identity and access management: As telecom penetrates more and more into daily lives, it also gets more vulnerable to illegal access. Identity and access management solutions help to authenticate and authorize individuals and devices accessing Telecom services every day. These solutions pave the way for trustworthy user authentication, authorization, and consent management, avoiding unauthorized control of devices and illegal use of data – thus protecting operator revenues. 


Voice firewalls: With telecom users largely depending on voice calls for personal and business reasons, voice infrastructure is prone to massive attacks across a broad spectrum of threats. Voice firewalls aim to monitor voice networks in real-time, control inbound and outbound network activity, and generate alerts when undesired events occur. It carries out constant behavioral analysis to record metrics such as call duration, the time gap between two calls, failed call attempts, and more – helping operators circumvent call frauds and protecting revenue, maintaining customer experience, and ensuring regulatory compliance. 


Network security: As security threats and attacks on end-to-end networks constantly evolve, network security solutions can safeguard against illegal location tracking, spoofing, man-in-the-middle, and DoS or DDoS attacks. Through features like intrusion detection and prevention, content filtering, and perimeter protection, they can ensure key network assets, services, and data in transit are protected 24×7. 


As the scope, variety, and complexity of threats increase exponentially and the volume of data transmissions swell, telecom frauds have become commonplace. As a mobile or telecom operator, if you want to protect your revenues and prevent your reputation from being tarnished, you need to take security threats seriously. This means partnering with an experienced telecom solution provider and embracing modern security solutions such as SMS and voice firewalls, network security solutions, and identity and access management solutions to easily detect threats and make your communication networks extremely resilient. This will become crucial to protecting revenues as the digital world marches onward on the back of telecom networks.

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