Matt Brunk
Matt Brunk has worked in past roles as director of IT for a multisite health care firm; president of Telecomworx,...
Read Full Bio >>

Matt Brunk | October 30, 2015 |


State of the Network: Where Is the Love?

State of the Network: Where Is the Love? Consumers might love their smartphones, but not the networks to which they and other devices connect.

Consumers might love their smartphones, but not the networks to which they and other devices connect.

The American Customer Satisfaction Index (ACSI) recently reported that customers aren't happy with pay television and Internet service providers but really like their smartphones -- results indicative of an unchanging mindset on all counts.

According to the ACSI report, customer satisfaction rates for information services dropped 3.4%, down to an ASCI score of 68.8 on a 0–100 scale. This is the lowest ranking in seven years for information services, a category that includes subscriber TV, wireless, fixed-line telephone, Internet, and computer software.

ACSI data, which is based on 14,176 customer surveys collected in the first quarter 2015, also showed that Comcast and Time Warner Cable took big hits in customer satisfaction, too. Comcast's customer satisfaction rating dropped 10%, to a score of 54, while Time Warner's sagged 9%, 51. That puts Time Warner at the bottom of the pile along with newcomer Mediacom Communications, which also scored a 51. Clearly there is not enough love to go around in the cable TV circles, and cord-cutting remains an ongoing threat.

Fueling customer dissatisfaction could be the fact that many U.S. households have no services choice -- according to ACSI, 61% of respondents report having only a single or no high-speed ISP in their regions. This shows a disconnect between reality and the FCC's perception of Internet service; it's view of "high-speed Internet" is outdated.

As I wrote in a May 2014 No Jitter post, "The Broadband Availability Gap: Think Differently," the difference is in vision and holistic understanding of telecommunications services and networks. The problem is lack of vision for building a national telecommunications infrastructure with fiber. Clearly, as shown in FCC reports and research, fiber remains the best alternative and the choice of longer term, longer life, and lower operating costs. The ACSI report shows that a significant majority of U.S. customers are underserved -- they do not have reliable and Internet bandwidth available to them. In a follow-on post, "The Broadband Availability Gap: Traffic Modeling Challenges," I noted that the ramifications affect both large enterprises and SMBs. While the large enterprise remains somewhat protected within private networks, SMBs remain largely on the public network, best-effort routes across the Internet. As convergence takes hold and the PSTN fades, the grade and quality of service will be affected.

Again, we are facing what Ralph de la Vega, president and CEO of AT&T Mobility and Consumer Markets, has called " the perfect storm of innovation."

Since then, de la Vega's comment has resonated with customers -- at least according to ACSI's data, which shows that customers "love their smartphones."

For enterprises in the small-to-medium range, take note: You need partnerships for bandwidth and you may need two ISPs to meet your basic needs today and in the very near term. For large enterprises, wireless holds the reins in connecting your mobile workforce, and while Apple and Samsung battle it out, don't expect any significant reduction in your cellular expenses because if the U.S. marketplace is underserved by 61% in the ISP delivery of high-speed Internet, then cellular phones and remote employees parking themselves at McDonald's or Starbucks to work remotely is more likely to happen than fiber reaching their homes anytime soon.

Follow Matt Brunk on Twitter and Google+!
Matt Brunk on Google+


Enterprise Connect Orlando 2018
March 12-15 | Orlando, FL

Connect with the Entire Enterprise Communications & Collaboration Ecosystem

Stay Up-to-Date: Hear industry visionaries in Keynotes and General Sessions delivering the latest insight on UC, mobility, collaboration and cloud

Grow Your Network: Connect with the largest gathering of enterprise IT and business leaders and influencers

Learn From Industry Leaders: Attend a full range of Conference Sessions, Free Programs and Special Events

Evaluate All Your Options: Engage with 190+ of the leading equipment, software and service providers

Have Fun! Mingle with sponsors, exhibitors, attendees, guest speakers and industry players during evening receptions

Register now with code NOJITTEREB to save $200 Off Advance Rates or get a FREE Expo Pass!

December 13, 2017

The two major vendors in the Unified Communications space, Cisco and Microsoft, are both strongly promoting their cloud UC deployments. If cloud UC is on your enterprises roadmap, but you dont want

November 29, 2017

As video conferencing use rises in the enterprise, businesses are looking for ways to bring this technology out of traditional conference room and make it more broadly accessible. That's made the h

November 1, 2017

Your customers (internal and external) demand that you offer them the ability to connect by any means. With the adoption of cloud communications tools you now have access to an expanded portfolio o

November 30, 2017
With a ruling on the FCC's proposed order to dismantle the Open Internet Order expected this month, communications technology attorney Martha Buyer walks us through what's at stake.
October 23, 2017
Wondering which Office 365 collaboration tool to use when? Get quick pointers from CBT Nuggets instructor Simona Millham.
September 22, 2017
In this podcast, we explore the future of work with Robert Brown, AVP of the Cognizant Center for the Future of Work, who helps us answer the question, "What do we do when machines do everything?"
September 8, 2017
Greg Collins, a technology analyst and strategist with Exact Ventures, delivers a status report on 5G implementation plans and tells enterprises why they shouldn't wait to move ahead on potential use ....
August 25, 2017
Find out what business considerations are driving the SIP trunking market today, and learn a bit about how satisfied enterprises are with their providers. We talk with John Malone, president of The Ea....
August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.