http://www.engineeringnews.co.za
  SEARCH
Login
R/€ = 17.07Change: -16.90
R/$ = 14.98Change: -14.83
Au 1276.58 $/ozChange: -0.24
Pt 1061.00 $/ozChange: -0.50
 
 
Note: Search is limited to the most recent 250 articles. Set date range to access earlier articles.
Where? With... When?








Start
 
End
 
 
And must exclude these words...
Close Main Search
Close Main Login
My Profile News Alerts Newsletters Logout Close Main Profile
 
Agriculture   Automotive   Chemicals   Competition Policy   Construction   Defence   Economy   Electricity   Energy   Environment   ICT   Metals   Mining   Science and Technology   Services   Trade   Transport & Logistics   Water  
What's On Press Office Tenders Suppliers Directory Research Jobs Announcements Letters About Us
 
 
 
RSS Feed
Article   Comments   Other News   Research   Magazine  
 
 
May 04, 2012

VoIP the future, not the problem – hosting provider

Back
1Stream|Africa|Business|Cutting|Environment|System|Systems|Technology|Telkom|Africa|South Africa|Call Centre Systems|Cloud-based Software Service|Maintenance|Service|Services|Sufficient Internet Infra|Systems|Telecommunications|Voice Over Internet Protocol|Bruce Von Maltitz|ADSL|VOIP|VoIP Technology
Africa|Business|Cutting|Environment|System|Systems|Technology||Africa||Maintenance|Service|Services|Systems|||
1stream|africa-company|business|cutting|environment|system|systems-company|technology|telkom|africa|south-africa|call-centre-systems|cloud-based-software-service|maintenance|service|services|sufficient-internet-infra|systems|telecommunications|voice-over-internet-protocol|bruce-von-maltitz|adsl|voip|voip-technology



Voice over Internet Protocol (VoIP) is not to blame for the poor-quality and reliability issues prevalent in some call centre systems, stresses cloud-based software service provider 1Stream cofounder Bruce von Maltitz.

“As a technology, VoIP is completely capable of doing the job, provided you don’t cut corners,” he says. He points out that cutting corners is exactly what companies tend to do, making VoIP the scapegoat for subsequent quality and reliability issues.

There has, therefore, been a negative response towards VoIP in some parts of the South African telecommunications market, with the assumption that the technology still needs to mature.

Von Maltitz is adamant that VoIP is more than likely not the problem when quality issues arise.

“Any number of other technology-related issues could be the reason for your call centre system experiencing problems,” he says, urging companies to look into the quality of their system, the credentials of their service provider and the use of asymmetric digital subscriber line (ADSL) as a connectivity option.

“ADSL in South Africa is not voice ready,” he explains. “It doesn’t provide a dedicated method of connection for guaranteeing the voice path.”

ADSL is cheaper than other connections, which is why it is used by many South African companies.

Von Maltitz is, however, opposed to this. “If you’re going to put a voice down a line you need to provide some level of quality of service,” he says, and until there is sufficient Internet infra- structure and fibre in the ground, he believes there will always be a bottleneck when using an ADSL connection in South Africa.

Further, he states that South Africa is ahead of the curve when it comes to using VoIP, citing JSE-listed telecommunications group Telkom’s former monopoly over the industry as the likely cause.

He states that Telkom used to be the only provider, and that this resulted in high costs.

As a result, people tried other mechanisms, like VoIP, to manage costs, whereas healthy competition overseas kept citizens in other countries complacent and unwilling to move away from their old environments, adds Von Maltitz.

South African companies, however, are now happily embracing cloud services and the technology that comes with them as an alternative to traditional forms of telecommunication.

Von Maltitz maintains that, as long as the methodology used to implement and maintain VoIP technology is credible and of the best quality, this will be a company’s “best bet”.

“Spend a reasonable amount on proper bandwidth and other technology, and it can be trusted to do its job. Bargain basement shopping for VoIP is neither necessary nor worth it,” he says.


Another obstacle facing cloud-based operators, such as 1Stream, is that telecommunications software is readily available online, enabling anyone to set up a private branch exchange-type environment without the support of a service provider.

A company can hire someone internally to build, manage and support a networking system, which may or may not be successful, depending on whether this person has a suffi- cient understanding of the technology and a certain skills level to deal with any future complications.

Von Maltitz, however, argues that this option is too risky.

He says that, while freeware do-it-yourself systems may be cheaper at first, the cost of owning these platforms, maintenance and service upgrade costs, as well as any downtime that may occur as a result of the product’s lack of reliability, may be significant in the long run.

“If you’re going to choose that route, you have to have very good control mechanisms in place,” says Von Maltitz. “The technology is in a continuous state of development and it takes a very diligent environment to be able to manage that successfully and not have service interruptions.”

Call centre technology is far from basic, and, as Von Maltitz points out, when an organisation is responsible for its own technology, the most talented people internally will need to troubleshoot challenges whenever they crop up. This means that these employees forego their primary responsibility, which is to manage the call centre.

Hosting providers, however, take responsibility for the technological aspects of a call centre, enabling their clients to focus on the core role of their call centre business.

Von Maltitz believes the telecommunications market in South Africa is moving towards the use of hosting services that take care of the technical burdens behind the scenes.

Edited by: Chanel de Bruyn
Creamer Media Senior Deputy Editor Online

To subscribe email subscriptions@creamermedia.co.za or click here
To advertise email advertising@creamermedia.co.za or click here
 
Comment Guidelines (150 word limit)
 
 
 
 
 
 
 
 
Other Telecommunications and Call Centres News
Communications satellite operator Arab Satellite Communication Organisation (Arabsat), a platinum sponsor at SatCom Africa 2014, has released a request for proposal for the procurement of four new satellites to be named HS3, HS4, ARB6E and ARB6A, set to launch in...
News agency Reuters has adopted a satellite news gathering (SNG) service from communications services provider Avanti Communications in South Africa, which is exhibiting at SatCom Africa 2014, taking place at the Sandton Convention Centre from May 19 to 21. Deploying...
A content delivery partnership between worldwide software provider IMImobile and media company African Press Organisation (APO) is set to deliver an exclusive feed of Africa-related news releases issued by governments, institutions, nongovernmental organisations,...
More
 
 
Latest News
Emira CEO Geoff Jennett
The JSE-listed Emira Property Fund has invested over R250-million in acquiring new centres and upgrading its shopping centres to strengthen its retail assets, according to Emira CEO Geoff Jennett, who stated on Thursday that the company was investing strategically....
Equites CEO Andrea Taverna-Turisan
JSE-listed Equites Property Fund achieved an 18.3% year-on-year increase in distributions to 96.6c a share for the year ended February 29. “The distribution growth reflects the strong property fundamentals of the Equites logistics portfolio,” Equites CEO Andrea...
It takes a coherent company to successfully and sustainably close the gap between strategy and execution in Africa, and one of the key factors in doing so is unconventional leadership, which is needed to foster the behavior required of coherent companies, according...
More
 
 
Recent Research Reports
Energy Roundup – May 2016 (PDF Report)
The May 2016 roundup covers activities across South Africa for April 2016 and includes details of the National Energy Regulator of South Africa’s proposal to introduce a coal benchmark cost as part of its final decision on Eskom’s multiyear price determination...
Automotive 2016: A review of South Africa's automotive sector (PDF Report)
Creamer Media’s Automotive 2016 Report provides an overview of South Africa’s automotive industry over the past 12 months. The report provides insight into local demand and production, vehicle imports and exports, investment and competitiveness in the sector, as well...
Energy Roundup – April 2016 (PDF Report)
The April 2016 roundup covers activities across South Africa for March 2016 and includes details of a North Gauteng High Court Judge’s dismissal of a court application to postpone the 9.4% electricity tariff increase, which the National Energy Regulator of South...
Electricity 2016: A review of South Africa's electricity sector (PDF Report)
Creamer Media’s Electricity 2016 report provides an overview of South Africa’s electricity sector, focusing on State-owned power utility Eskom and independent power producers, electricity planning, transmission, distribution and the theft thereof, besides other issues.
Energy Roundup – March 2016 (PDF Report)
The March 2016 roundup covers activities across South Africa for February 2016 and includes details of the Department of Energy’s plans to announce the preferred bidders for the first tranche of the coal independent power producer procurement programme; the Council...
Steel 2016: A review of South Africa's steel sector (PDF Report)
Creamer Media’s Steel 2016 Report examines South Africa’s steel industry over the past 12 months. The report provides insight into the global steel market and and particularly into South South Africa’s steel sector, including production and consumption, main...
 
 
 
 
 
This Week's Magazine
Updated 3 hours ago Following the drop in commodity prices and China’s demand for Africa’s resources, African economies were slumping and gross domestic product growth was stagnating in most of the continent’s emerging markets, said the New Partnership for Africa’s Development, or...
Updated 3 hours ago The New Development Bank, a multilateral lender formerly known as the Brics Development Bank, will provide $811-million in a first round of loans for clean energy projects in four nations.
Updated 3 hours ago South African car and bakkie exports into Africa declined for the third year in a row in 2015, falling from 79 228 units in 2012, to 77 589 units in 2013, 60 189 units in 2014, and 41 446 units last year – this according to the Automotive Industry Export Council’s...
Updated 3 hours ago Networking systems multinational Cisco is training 75 people as part of a pilot project to develop specialist networking skills in South Africa, says Cisco South Africa CTO Vernon Thaver. The trainees were nominated by and selected from Cisco’s local partners and...
Updated 3 hours ago The threat landscape is changing, along with technologies, impacting on new fields, such as industrial infrastructure, which is becoming increasingly connected. Smart cities are also developing fast through connected devices, Web services and cloud solutions, but...
 
 
 
 
 
 
 
 
 
Alert Close
Embed Code Close
content
Research Reports Close
Research Reports are a product of the
Research Channel Africa. Reports can be bought individually or you can gain full access to all reports as part of a Research Channel Africa subscription.
Find Out More Buy Report
 
 
Close
Engineering News
Completely Re-Engineered
Experience it now. Click here
*website to launch in a few weeks
Subscribe Now for $149 Close
Subscribe Now for $149