Author Archives: Andrew Prokop

From Bits and Bytes to Drag and Drop: The Zang Workflow Designer

It was almost exactly one year ago that I first wrote about Zang in my article, Zang from the Inside Out.  While I was impressed with its comprehensive and innovative web services interfaces, I’ve moved beyond that.  These days I want the power of those web services, but I’ve been spoiled by the drag-and-drop programming […]

Integrating ServiceNow and Incident Reporting into Communications Workflows

As organizations grow, add new product lines, hire employees, expand into new regions, and generally carry on the day-to-day business of staying in business, incident management becomes a daunting task.  It is imperative to assign the right resources to the most pressing problems in a timely manner while preventing “fire drills” that interrupt and stifle […]

Speaking of IoT

This has been a very busy year for me and it’s only April.  I’ve written countless lines of Java code for my IoT software, spewed tens of thousands of words for my articles and technical documents, spoke at two trade shows, put on several webinars, designed a few SIP solutions, did a No Jitter podcast […]

Game On – The Gamification of the Contact Center

I’m sure we’ve all been asked to name our worst job.  For me, it was washing dishes at John Gardiner’s Tennis Ranch.  I worked the breakfast shift and clocked in at the absurd hour of 5:00 in the morning.   Not only did I have to put up with scalding hot water, an overbearing chef, and […]

Integrating Internet of Things (IoT) Sensors into Communications Workflows

Imagine a world where everyday devices can make telephone calls.  Imagine those calls triggering workflows that enable enterprises to save money, better manage their business concerns, develop stronger relationships with their customers, increase employee satisfaction, and address minor concerns before they become major catastrophes.  Now, imagine those same devices sending emails and text messages, engaging […]

See Me Speak at Enterprise Connect 2017

Are you going to Enterprise Connect this year?  I am and hope that you add one or more of my breakout sessions to your dance card.  As you can see, I will be quite busy bouncing between a two part deep dive into SIP, a panel discussion on SBCs, and my favorite topic, the Internet […]

Are You Experienced

By three methods we may learn wisdom: First, by reflection, which is noblest; Second, by imitation, which is easiest; and third by experience, which is the bitterest. — Confucius My wife and I enjoy eating out.  We both work hard Monday through Friday and look forward to a weekend night or two of no meal […]

SBC ABCs…and Then Some

And now for something completely different.  I recently sat down with Beth Schultz to talk SBCs for the No Jitter On Air series of Podcasts.  We start with the “motherhood and apple pie” of SBCs before looking at how they are evolving and where they might be in a few years. SBC ABCs…and Then Some […]

Evolving Your Enterprise With SIP

If you’re going through hell, keep going. — Winston Churchill I am sure we’ve all fallen into this trap.  You know something so well that not only do you expect everyone else to know it just was well, but you speak about it in words that only an expert would understand.  I certainly do that […]

March 7, 1876: The Birth of Modern Communications

Today is a day that should be celebrated in every telecom department across the world.  Why?  Because on March 7th, 1876 Alexander Graham Bell was granted United States patent 174,465 for his invention of the telephone.  While there is some controversy over who actually came up with the original idea for the telephone, Mr. Bell […]