Sophisticated Data Collection Means Sophisticated Data Dilemmas

It’s all upside and personalized interactions until someone stops to ask whether data is being collected with full consent and stored with full security.
To me, one of the great takeaways from Enterprise Connect 2022 was the discussion of increasing levels of sophistication in data collection—some might call it “strip mining”—and repackaging that data for other uses, i.e., revenue generation. From the contact center perspective, the use of increasingly personalized information when speaking with customers makes a great deal of sense—since most of the time, when people dial in, they are not happy about something. (Having worked in a contact center early in my career, I fully recognize that no one ever calls and says, “Hey, my bill looks terrific this month. Thanks a lot!”) 

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VR & Metaverse Ethics: It’s All About the Data

How enterprises gather and use personal information like biometrics will be key to using VR and metaverse technologies ethically.
AI is becoming increasingly present in our daily lives. From the way you interact with an airline’s web service to the way you are treated at your local fast-food behemoth and solicited (some might even say “bribed”) for overly positive feedback, measurements and records are constantly being collected and analyzed for better or worse — or both.

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Improving Competitive Broadband Access to Multiple Tenant Environments

FCC takes a giant step forward on behalf of consumers.
For better or worse (and often both), loopholes are the way that creative lawyers solve client problems and make partners (read: $). Despite significant amounts of time spent drafting very precise language to minimize gaps in interpretation, even the best of legislators’ and rule makers’ intentions can be thwarted by precise surgical strikes to identify such loopholes (some might call them opportunities) and navigate through them.

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Kari’s Law and RAY BAUM’S Act – What You Need to Know

In early January 2022, the terms and obligations of both Kari’s Law and RAY BAUM’S Act became enforceable federal law. And as traditional POTS lines are slowly going the way of the dodo bird (see Phil Edholm's recent piece on No Jitter, Good Old POTS is Going Away. Is Your Organization Prepared?), entities that operate traditional on-premise phone systems, rest assured of one clear point—THE UNDERLYING TECHNOLOGY DOESN’T REALLY MATTER, with very limited exception. Both Kari’s Law and RAY BAUM’S Act contain clear language defining the obligations of entities that manufacture, distribute, install, maintain and/or operate multiline telephone systems.

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Reading the Tea Leaves on What to Expect from the FCC in 2022

The FCC is primed to make a number of moves in the new year around robocalls, net neutrality, and rural broadband.

The new year is upon us. I hope that this one brings us way closer to what we knew as normal — politics aside. Like each new year, I hope that you’ll join me in looking to 2022 with optimism and hope. When it comes to communications regulations, I don’t know anyone who doesn’t look forward to seeing an end to pesky unsolicited robocalls offering extended car warranties or other mostly worthless goods and services. I also believe that there’s a real hope that new funding for widespread broadband deployment is here, and now it’s simply a question of spending the money and building the required infrastructure. With recent FCC changes, we have reason to be optimistic on these fronts and others.

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