http://www.engineeringnews.co.za
  SEARCH
Login
R/€ = 13.04Change: -0.16
R/$ = 12.07Change: -0.10
Au 1204.60 $/ozChange: 1.40
Pt 1170.50 $/ozChange: 4.00
 
 
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 ICT News
Competition in South Africa’s mobile market is starting to ease, global ratings firm Standard & Poor’s (S&P’s) Paris-based telecoms and technology director for the Europe, Middle East and Africa region Mark Habib said this week. Speaking to Engineering News Online...
Information and communications technology (ICT) distributor DCC is making Windows- and Android-operating systems tablets available through retailers and education equipment suppliers to provide school children with affordable, high-performance education tools. The...
JOSE DOS SANTOS Gated communities and high-density residential areas with a large demand for high-speed data would be priority areas
South Africa's third-largest mobile operator Cell C will invest R8-billion over the next three years to roll out long-term evolution (LTE) infrastructure for targeted customers across the country.
More
 
 
Latest News
South African mining and energy adviser Ted Blom has raised a litany of concerns about the state of power utility Eskom and has warned of runaway costs and shortfalls in coal and water, as well as rail capacity. Blom was surprised by the recent buoyancy shown by...
JSE-listed Astrapak will sell specialised packaging systems manufacturer Knilam to Mapflex SA for R17.7-million. The proceeds would be used to reduce Astrapak’s current level of gearing.
The last of the 26 mooring units comprising the Port of Ngqura’s automated mooring system (AMS) have arrived at the port and are expected to improve port efficiency and safety, further driving the Transnet National Ports Authority’s (TNPA’s) objective of establishing...
More
 
 
Recent Research Reports
Steel 2015: A review of South Africa's steel sector (PDF Report)
Creamer Media’s Steel 2015 report provides an overview of the key developments in the global steel industry and particularly of South Africa’s steel sector over the past year, including details of production and consumption, as well as the country's primary carbon...
Projects in Progress 2015 - First Edition (PDF Report)
In fact, this edition of Creamer Media’s Projects in Progress 2015 supplement tracks developments taking place under the Renewable Energy Independent Power Producer Procurement Programme, which has had four bidding rounds. It appears to remain a shining light on the...
Electricity 2015: A review of South Africa's electricity sector (PDF Report)
Creamer Media’s Electricity 2015 report provides an overview of State-owned power utility Eskom and independent power producers, as well as electricity planning, transmission, distribution and the theft thereof, besides other issues.
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.
 
 
 
 
 
This Week's Magazine
Sappi Southern Africa CEO Alex Thiel
Forest products group Sappi has confirmed the selection of its 25 MW biomass-to-power project, to be erected at its Ngodwana mill, in Mpumalanga, as a preferred bidder under the South African government’s Renewable Energy Independent Power Producer Procurement...
Information and communications technology (ICT) distributor DCC is making Windows- and Android-operating systems tablets available through retailers and education equipment suppliers to provide school children with affordable, high-performance education tools. The...
Another cement manufacturer is set to enter the Ugandan market, raising hopes that prices will come down and spur growth in the construction industry. National Cement, a Kenyan manufacturer, has unveiled plans to invest $195-million in a new manufacturing plant in...
With growth rates exceeding that in the developed world – at an average of between 4% and 5% between 2002 and 2014 – African countries provide investors with ample reason to tap into booming consumer demand says Manufacturing Circle executive director Coenraad...
The South African Chamber of Commerce and Industry’s (Sacci’s) Business Confidence Index (BCI) decreased by 3.7 index points month-on-month to 89.1 in March.
 
 
 
 
 
 
 
 
 
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