Peter Radizeski is Founder and President of RAD-INFO INC. He is an accomplished blogalyst, speaker, author and consultant. He has helped many service providers with sales training, marketing, channel development and business strategy. He is a trusted source of knowledge about the telecom sector. His honest and direct approach make him a refreshing speaker.

Look for his innovative ideas and analysis of current technology on his blogs.

Meet him at one of the many conferences he attends and speaks at.

Hire RAD-INFO today!

Gender Diversity Benefits

The panel I moderated at CVX Expo last week in Anaheim was original. Women in the Channel presented a discussion on Gender Diversity with Nancy Ridge (Vice President, Telecom Brokers and
President & Co-Founder, Women in the Channel); Nicole Hayward (SVP of Marketing & Product Management at OnSIP Business VoIP) and Michael Oeth (CEO of OnSIP Business VoIP).

The slides have been published on Slideshare. Take a look.

Only 20% of the attendees at Google I/O 2015 are women. 17% of Google’s technical workforce is female. Yet women are 50% of the college graduates. We need more women in STEM. There are financial benefits of women leadership.

McKinsey&Company: “Between 2008 and 2010, companies with more diverse top teams were also top financial performers. That’s probably no coincidence.”

Companies in the top 20% have 37% female leadership. [source]

A report by the Credit Suisse Research Institute revealed that those firms dominated by men had recovered more slowly since the 2008 financial downturn than those with a more balanced male-female ratio.

According to HBR, “Globally, [women] control about $20 trillion in annual consumer spending, and that figure could climb as high as $28 trillion in the next five years. [Women’s] $13 trillion in total yearly earnings could reach $18 trillion in the same period.” [And other stats about marketing to women and the She-economy.] How can you market to women without a woman’s perspective and input – without women on your team?

“Women often encounter gender-based stereotypes about who is qualified to do what kind of job, which can sometimes persist in subtle ways and must be challenged at every level,” writes Richard Branson in Entrepreneur mag.

We tend to clone ourselves. Mike Oeth pointed out that people have a bias to hire someone like themselves (BI article about that). Studies show that people view men and women’s resumes — even when they are exactly the same! – differently!

Nicole Hayward suggested that meritocracy – a data driven model – be used in place of the way we promote and hire today, to take the bias out. The convoluted methods that we use to hire are usually about tripping them up – and we actually hire based on the first impression!

The first step is being aware we are biased. The next step is to do something about it.

When I look at telecom, how many female CEOs are there? Maggie Wilderotter was named Executive Chairman of Frontier Communications in April 2015 after she transitioned from CEO. Frontier has a woman SVP in charge of Legal, Personnel and Customer Care (2 out of 3 being typical roles for women). Larissa Herda was the CEO of tw telecom, who left when Level3 took over.

AT&T only has one female on its executive team. Guess what role? CMO.

Verizon Enterprise: none. However, VZW has a female CTO and CMO and a few other women leaders. The parent company has one woman on the exec team. Marni Walden is executive vice president and president of Product Innovation and New Businesses.

I am not picking on any org, but it is hard to market to women — and minorities and other segments — when they are not represented on your executive team.

Women run two of Branson’s Virgin companies, Virgin Money and Virgin Holidays.
A woman holds the number 2 spot at Virgin Airlines.

SIDEBAR

20 cognitive biases that screw up your decisions

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    Is Mobile the Answer for UC?

    I moderated a session at ITEXPO West on profitability for VoIP Providers. Mind you, one panelist was Voxvalley who is a mobile app provider for ITSPs, but it seems that everyone thinks the only way to make money in VoIP is tied to the mobile phone. I disagree. If you think that the saving grace for your UC service is mobile, you are screwed. It means that you have to rely on the cellcos!

    PowerNet agreed with me that the key to success in UC has a couple of factors. One, know your target market. And that if that target is 10-500 or 100-5000 employees, you are already in trouble. You better have a product manager for the various services that will target each segment of that target market.

    Deployment, support, customer care and training are the factors that will win.

    If you think competing on price is the answer, then you have to cut costs – in deployment, support, etc. You have already lost. You can’t beat the WalMarts at price. In our business that would be the cablecos and the OTT ITSPs who will win a deal at any cost.

    If you think drop shipping the phones is going to be the way to go, here’s the 3 places that your thinking is wrong. (1) Are you better at this than the 3 folks doing this well today? (2) You are still thinking about desk phones! (see below) (3) Do you have an answer for solving churn, returns and acquisition costs?

    The drop ship “solution” is great for the under 15 employees – and there are 25+ million of these businesses. This is voice replacement mostly; it rides over the top; it requires QoS; high churn business. And there is still the marketing part of the equation: How do you acquire customers profitably?

    If you wanted to go this route, why did you spend the bucks on a softswitch? You could do this with a class 4 or an SBC or a Freeswitch!

    In voice replacement (or even in key system emulation), if the customer isn’t using the product features for the benefit of their business, they are going to churn (for lower price or better support or better quality). That means you have to sell on benefits, outcomes, case studies (not price). You have to deploy to the design of the outcome. You have to train and re-train the employees to use the system.

    You are selling change.

    YOU ARE SELLING CHANGE.

    Or you are taking orders for dial-tone. Which is it?

    “Ninety-three percent of employees that use unified communications (UC) tools increase productivity, according to a recent study commissioned by XO,” the press release reads. “The research reveals that the two UC tools having the most direct positive impact on employee productivity are presence detection and multi-channel contact centers.”

    There is a lot of chatter about desk phones going away. If that were true then VoIP Providers would stop being Polycom distributors and sell the comms platform first and foremost. That isn’t going to happen soon. Despite the clamor that it is all mobility, the ITSPs still talk and sell desk phones. If mobility was the answer and end-all, the sale would center around click-to-call, softphones and portals.

    voip-disruption.png

    There are a number of disruptors in the space (see above). Many apps have video calling, texting and voice calling abilities (WhatsApp, Snapchat, Skype). The VoIP provider has to recognize that integration is a vital step in being sticky. It is also the next evolution for AAS providers. Get out of the silo and connect with other apps. Even RC agrees according to this article on UC. Fonality is getting into the integration game as well. Integration drives productivity – which is the outcome you are selling. (Vonage didn’t buy gUnify by mistake.

    “According to IHS research, 85% of organizations are using smartphones as part of their UC strategy and 79% view voice integration with their business apps as critical.” [source]

    If you think mobility is the only saving grace, re-think your service offering. It needs to contain integration, sound design for outcome driven deployments, training and re-training and customer care (not support, care!*). None of this has to be sold on price. Only 40% of the buyers use price as the sole factor; that means 60% know price is not everything. Those 60% have to be sold on the value of your offering; sold on the outcomes in productivity and efficiency that your platform can deliver. (BPI!)

    It has been 12 years since I first saw Hosted PBX. In that time, 15% penetration. Something has to change for that to change.

    SIDEBAR:

    Robert Scoble announced that Rackspace will be re-selling AWS! You get Rackspace’s fanatical support for your AWS finally. People will buy support. Always have, always will. Rackspace has a culture of fanatical support. There is a $1.8 billion dollar business model around support.

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    As A Service

    We have seen UC as a service, software as a service, Infrastructure and Platforms as a service, Desktop and even Disaster Recovery as a Service. What is next?

    WAN as a Service seems to be popping up as the next synonym for dynamic bandwidth or SDN (software defined network). It is the name for SD-WAN or the replacement for MPLS. It seems WAN optimization software wasn’t taking hold, so we jumped over it.

    Where we are now is the point where the plumbers of the bandwidth pipe – cablecos, ILECs, L3 Zayo and Cogent – have to come up with a way to be more than a dumb pipe provider. They tried going up the OSI stack, but new-comers seem to be beating them. So it was back to marketing the Layer 1-3 better. Hence, WAN as a service.

    The cablecos are long on Ethernet. Big, cheap pipes are the answer to what ails a business. Even Cogent believes that. We’ll see.

    On the upper layer of the OSI stack, lies the other side of as a service world. SAAS, UCaaS, DaaS — but all of that is really just product sets. We took software from a disc to a container in the data center. We called it cloud services and offered it as a monthly charge. The only thing that changed was the delivery and the payment method.

    Sure, you can access that app from anywhere you have a connection but more was needed.

    The Key System was replaced by a Hosted PBX solution. But really what changed? Not much.

    The whole idea of cloud was to change the way businesses did business. Enterprise class software and comms platforms were available to any business to look, feel and work like an Enterprise. Did we leverage that? Not yet.

    The next wave – Cloud 2.0 if you will – will be about outcomes. It will be about BPI – business process improvement.

    I am already seeing mission statements that read like this: “Bring technology solutions that deliver positive business outcomes in areas of sales, service, and operations efficiency.” That is the promise of cloud. The deployment, delivery and implementation of these solutions have been less than stellar — and may be a factor into the lack of penetration in the marketplace.

    My readers have heard me evangelize about outcomes, integration and BPI for a while. The industry is starting to see that is where the money is. We will see how that works out.

    Business-Process-as-a-Service – you heard it here first.

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    Apex Technology Services
    Sponsored by Apex Technology Services, a leading IT Services company

    A Couple of Things

    While at the ITEXPO in Anaheim, I wanted to share a few things that happened.

    Birch bought some of Sage Telecom’s customers. From the Sage page, it looks like Residential base but there are probably some small business too. More inorganic growth.

    Competition can keep broadband prices from rising. Except AT&T and Verizon have chosen not to compete head to head against cable. (VZ co-markets cable since the SpectrumCo deal). And cable companies do NOT compete against each other — except the two over-builders, RCN and WOW!. Maybe Altice will change that now that it bought Suddenlink and Cablevision.

    Competition is up to the independent service provider. In this story in ARS, once Sonic entered the area, Comcast reduced rates. Nice to see! Congress and the FCC are intertwined with the Duopoly. There isn’t any money in helping the indie to drive competition. That just takes money out of a politician’s pocket.

    Someone pointed out to me that Accel Networks, the 4G/3G data MVNO, was acquired by Sierra Wireless in May for $9M. No idea how I missed that. Accel Networks was headquartered in Tampa Bay, my home town. It gives Sierra’s hardware a network provider. And they get the antenna that Accel was pitching.

    Wi-fi provider, Boingo, launched an OTT (over-the-top) TV offering that includes some sports. The OTT TV market is getting better, while it destroys the regular TV distribution system. The cablecos have money invested in TV distribution, but most of that CAPEX has been ROI-ed. The Telco TV CAPEX that VZ (FiOS), C-Link (PRISM), AT&T (U-Verse) have spent billions on has not been returned – and likely never will.

    Jabra released a speakerphone- the Jabra Speak 810. Finally, another speakerphone hits the market.

    Off to give a Noon session on open source.

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    Juniper is a Cable Pusher

    Juniper Networks is now pushing its VAR partners into the cable channel, getting them to sell cable services. It is pitched as cable is the cable to connect to the cloud. [see webcast video here] Comcast Business was on the webinar but they pitched their sisters too.

    “One of the first integrated programs is the Cable Business Service Program. We call it “cable as a channel” and it integrates Juniper and cable companies to create a comprehensive partner eco-system that will grow connectivity for fiber, as well as accelerate the adoption of Juniper hardware, and increase revenue streams and profitability for partners.” [Juniper blog]

    “Consider this: The Telecom Services market represents 34 percent, or about $350 billion per year, of the annual $1 trillion U.S. IT market, according to industry experts. This is a huge market for selling connectivity,” writes Juniper.

    It is about MRR for the VAR, but this is the way that Juniper gets market share. Most of the CPE has NOT been Juniper – ADTRAN and Cisco own most of that market. Now Juniper will be pushing boxes through their partners alongside the cablecos. That is HUGE for Juniper.

    Telarus must be a preferred Comcast master agency to be included in the webinar. I do like the way Patrick likens master agencies to VADs (Tech Data). They are more similar today than ever before – and Telarus looks more like TD than other masters, due to their automation.

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    Apex Technology Services
    Sponsored by Apex Technology Services, a leading IT Services company