http://www.engineeringnews.co.za
  SEARCH
Login
R/€ = 13.29Change: -0.09
R/$ = 11.70Change: -0.05
Au 1207.85 $/ozChange: 1.57
Pt 1174.50 $/ozChange: -1.50
 
 
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 Contact Us
 
 
 
RSS Feed
Article   Comments   Other News   Research   Magazine  
 
 
May 04, 2012

VoIP the future, not the problem – hosting provider

Back
1Stream|Africa|Environment|System|Systems|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|Environment|System|Systems||Africa||Maintenance|Service|Services|Systems|||
1stream|africa-company|environment|system|systems-company|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
© Reuse this



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
© Reuse this Comment Guidelines (150 word limit)
 
 
 
 
 
 
 
 
Other Telecoms News
Updated 52 minutes ago Oger Telecom is looking at the possibility of selling its majority stake in Cell C, South Africa's third-largest mobile telecoms network operator, the chairman of the Middle Eastern firm told Reuters on Thursday. Goldman Sachs has been appointed by Oger Telecom to...
Updated 2 hours ago JSE-listed telecommunications group Telkom has unveiled a number of firms that are set to take over some of its operations as it outsources services and some business elements to unlock further cost efficiencies and improve customer service. After the conclusion of a...
Updated 3 hours ago While it is now “impossible” for South Africa to meet the June deadline to transition from analogue to digital broadcasting, industry will now be in a position to launch the digital terrestrial television  (DTT) project within this year. Following Cabinet’s decision...
More
 
 
Latest News
Updated 54 minutes ago Oger Telecom is looking at the possibility of selling its majority stake in Cell C, South Africa's third-largest mobile telecoms network operator, the chairman of the Middle Eastern firm told Reuters on Thursday. Goldman Sachs has been appointed by Oger Telecom to...
Updated 1 hour 9 minutes ago South Africa’s national oil company PetroSA, through its subisidiary PetroSA Ghana, has secured a seven-year $150-million reserve-based lending credit facility with a consortium of banks. PetroSA CFO Lindiwe Bakoro said the company was pleased to close this...
Updated 1 hour 12 minutes ago The $200-million ‘loop line 1’ project to expand the capacity of the gas pipeline from Mozambique to South Africa has been completed, the Republic of Mozambique Pipeline Investments Company (Rompco) has confirmed. Rompco is the gas transport joint venture set up in...
More
 
 
Recent Research Reports
Construction 2015: A review of South Africa’s construction sector (PDF Report)
Creamer Media’s Construction 2015 Report examines South Africa’s construction industry over the past 12 months. The report provides insight into the business environment; the key participants in the sector; local construction demand; geographic diversification;...
Liquid Fuels 2014 - A review of South Africa's Liquid Fuels sector (PDF Report)
Creamer Media’s Liquid Fuels 2014 Report examines these issues, focusing on the business environment, oil and gas exploration, the country’s feedstock supplies, the development of South Africa’s biofuels industry, fuel pricing, competition in the sector, the...
Water 2014: A review of South Africa's water sector (PDF Report)
Creamer Media’s Water 2014 report considers the aforementioned issues, not only in the South African context, but also in the African and global context, and examines the issues of water and sanitation, water quality and the demand for water, among others.
Defence 2014: A review of South Africa's defence industry (PDF Report)
Creamer Media’s Defence 2014 report examines South Africa’s defence industry, with particular focus on the key participants in the sector, the innovations that have come out of the sector, local and export demand, South Africa’s controversial multibillion-rand...
Road and Rail 2014: A review of South Africa's road and rail infrastructure (PDF report)
Creamer Media’s Road and Rail 2014 report examines South Africa’s road and rail transport system, with particular focus on the size and state of the country’s road and rail network, the funding and maintenance of these respective networks, and the push to move road...
Real Economy Year Book 2014 (PDF Report)
This edition drills down into the performance and outlook for a variety of sectors, including automotive, construction, electricity, transport, steel, water, coal, gold, iron-ore and platinum.
 
 
 
 
 
This Week's Magazine
Walter Hill
Eqstra Holdings was going to reduce its exposure to contract mining, but it was not yet ready to sell the troubled business, said CEO Walter Hill on Tuesday. He said Eqstra would not sell its contract mining business in a “depressed market”. He said it would be...
Subscribe to Engineering News and Mining Weekly for two years, but only pay for the first year.  The weekly editions of Engineering News and Mining Weekly will be posted to your preferred postal address and also gain access to:
National flag carrier South African Airways (SAA) is in an advanced stage of renegotiating its deal with European airliner manufacturer Airbus to acquire A320 single-aisle (or narrow body) aircraft. The aim is to replace ten of the aircraft still on order with five...
Worldwide, the main thrust in the ports industry over the past decade or more has been to increase efficiency. Traditionally, ports have been run by engineers and mariners and, in the past, increasing a port’s capacity was achieved by expanding the harbour. “That has...
What do you do when an elephant has a toothache? You call Dr Gerhard Steenkamp from the University of Pretoria’s (UP’s) faculty of veterinary science, Onderstepoort, one of only two elephant ‘dentists’ in the world.
 
 
 
 
 
 
 
 
 
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 $96 Close
Subscribe Now for $96