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Connect-World EMEA 2007     Magazine introduction Connect-World EMEA (Europe, the Middle East and Africa) explores how technology ties and binds growing relations between the developing and the developed regions of the world. The theme of this issue is Access Technology Trends. Access was once a question of stringing copper - or a string between two paper cups. Wireless access has, in a few years, outpaced wired access so that mobile phones now outnumber all the traditional fixed phones in the world. Fibre brings TV, broadband and inexpensive voice and, now, even power lines are being used by utilities, or locally at the office, factory floor or home to provide broadband access. Much of the change, the revolution in telecom, is the result of better access technologies. Technologies already in the pipeline, and others on the way, promise to change the way we communicate, work and play to an even greater degree than anything we have seen. This issue will explore the consequences of these new technologies. The EMEA region encompasses a broad range, not just of geographies, but also of societies and needs. The new technologies bring opportunity to all, but the sort of change they will bring to the Middle East and Africa is several orders of magnitude more earth shaking than the change they will bring to Europe. Whereas in most of Europe ICT will bring important, but incremental change, in much of Africa and the Middle East the changes will be nothingless than revolutionary. Regions long cut-off from the benefits of the latest technologies, from any substantial commerce with the more developed parts of the world, and with little cultural interchange, will now, for better and worse, comeface-to-face with all the changes these developments bring.Governments, international agencies, regional industries, service providers, businesses large and small, and local communities all now need to position themselves to absorb the benefits and minimise the social and business risks. Connect-World EMEA focuses upon what this technology invasion means to people, communities, businesses, service providers and equipment suppliers in Europe the Middle East and Africa. It points to the need of governments and companies to plan for the change. Similarly, in Connect-Worldís Africa and the Middle East, Asia-Pacific, Europe, India, North America and Latin America issues, each regionís leaders look at the issues that drive the development of their home regions or countries. Current discussions centre upon the changes wrought in industry and society by the latest generation of information and communications technology - especially Internet protocol digital communications, and how both business and society are changing, need to change, as a result.     Theme: Access technology trends Articles Contributors Feature articles     Article no.: 1 Topic: ICT for development - the European Commission view Author: Viviane Reding Title: European Commissioner for Information Society and Media Organisation: European Commission PDF size: 304KB   About author: Mrs Viviane Reding is European Commissioner for Information Society and Media. Mrs Reding is pursuing the creation of a single European information economy and has modernised the rules on audiovisual content and regulated against excessive international roaming charges. She will soon propose reforms to streamline EU telecoms law to encourage innovation and investment, and stimulate the creative production of content online. Mrs Reding is working with the US on many issues including Internet security, RFID, film piracy and eHealth. Mrs Reding has been a long-time journalist for the Luxemburger Wort and was elected President of the Luxembourg Union of Journalists. She has also served as a Member of the Luxembourg Parliament for ten years, and was a Member of the European Parliament for a further ten years before becoming the European Commissioner for Education, Culture, Youth, Media and Sport in 1999. Amongst her awards and decorations are: The St George's Cross of Catalunya (1992); Gold Medal of European Merit (2001); Robert Schuman Medal (2004); Prince of Asturias International Cooperation Prize (2004); Officer of the French Legion of Honour (2005); and ìGloria Artisî Medal of Honour, Poland (2005). Mrs Reding earned a doctorate of Human Sciences at the Sorbonne in Paris.   Article abstract: ICTs are recognised tools for socio-economic development. Indeed, meeting the UN Millennium Development Goals in the developing regions of the world depends upon ICTs. The use of ICT in the developing world, especially mobile telephony, has grown enormously in recent years. Still, great disparities in ICT usage exist. The EU is using its extensive experience to help countries and regions around the world. Recently, the EU and the African Union (AU) agreed to create an EU-AU bilateral Working Group on ICT.   buy     Article no.: 2 Topic: Broadband access in Cameroon Author: Maïgari Bello Bouba Title: Minister of State, Minister of Posts and Telecommunications Organisation: Republic of Cameroon PDF size: 232KB   About author: Maïgari Bello Bouba is the Minister of State, Minister of Posts and Telecommunications, of the Republic of Cameroon. In his long and distinguished career he has served his country as Prime Minister, Minister of the Economy and Planning, as a two-term elected Member of Parliament, as Minister of State in charge of Industry and Commerce, as Assistant Secretary General of the Presidency with the rank of Minister, as Secretary General of the Ministry of the Armed Forces, and as Executive Officer of the Presidency of the Republic. Minister Maïgari Bello Bouba began his career as the Assistant District Officer of the District of Poli (North of Cameroon). He has been honoured by Cameroon as an Officer of the National Order of Value and by France as a High Ranking Officer of the Legion of Honour. His Excellency, Maïgari Bello Bouba, graduated with a Diploma in Public Management from the National School of Administration and Magistracy, ENAM, of Yaounde, Cameroon and a Diploma from the International Institute of Public Administration, IIAP, Paris, France.   Article abstract: In Cameroon today, public telecommunications networks are still narrowband and much is needed to foster ICT usage and build the countryís broadband telecommunications network and access infrastructures. The incumbent operator with its monopoly of fixed telephony services wants to put in place a nationwide optical fibre infrastructure, and mobile operators are expected to provide countrywide 3G wireless broadband access shortly. The government has established a number of specific goals to fully connect the country to modern broadband services by 2015.   buy     Article no.: 3 Topic: Telecom regulation in the United Arab Emirates (UAE) Author: Mohamed Al-Ghanim Title: Board Member and Director General of the UAE Telecommunications Regulatory Authority Organisation: TRA PDF size: 236KB   About author: Mohamed Al-Ghanim is a Board Member and Director General of the UAE Telecommunications Regulatory Authority, TRA. Mr Al- Ghanim is also the Executive-in-Charge of the UAE Telecom and E-Commerce chapters in the Free Trade Agreement negotiations, and the free trade negotiations with the USA and Australia; the Vice-Chairman of the UAE ICT Fund; and, Chairman of the UAE Institute for Advanced Science and Technology. Mr Al-Ghanim began his career at Etisalat and advanced through the ranks to the highest managerial post in the GMPCS Department. He was later seconded by Etisalat to work for Thuraya Satellite Telecommunication Company since its inception, where he worked as Senior Product Manager. During his working years at Etisalat and Thraya, Al-Ghanim represented the UAE in several regional and international telecoms and IT-related forums and conferences. Mohamed Al-Ghanim graduated from the Etisalat College of Engineering.   Article abstract: The Telecommunications Regulatory Authority, TRA, of the United Arab Emirates, during its two-year history, has built an organisation and formulated a regulatory framework to encourage competition and build the sector. The TRA has developed a new Internet domain name (.ae) and established a Computer Emergency Response Team, aeCERT, to coordinate cyber security. Thanks to TRA fostered competition, the UAE ranks first in the Arab World in the Global Information Technology Reportís Networked Readiness Index, NRI, produced by the World Economic Forum.   buy     Article no.: 4 Topic: ICT, education and socio-economic development Author: Vis Naidoo Title: CEO Organisation: Mindset Network PDF size: 292KB   About author: Vis Naidoo is the CEO of Mindset Network, a non-profit organisation that creates, sources and distributes educational content on a mass scale across Southern Africa using satellite technology. Mindset provides content for the schooling, vocational and health sectors. Prior to joining Mindset, Mr Naidoo worked at the Commonwealth of Learning, COL, in Canada. Mr Naidoo, an education specialist, has long been involved in the development of educational technology policy options. He has worked with Commonwealth countries and institutions in Ghana, India, Kenya, Namibia, Trinidad and Tobago, Botswana, Guyana and Zambia to support the development of their Distance Learning Programmes and ICT in educational policy. Many of his papers have been published in scholarly journals. In 2004, Mr Naidoo was selected as a finalist in the Policy category of the World Technology Network Awards. Mr Naidooís qualifications include a BSc Degree, a Masters in Education and a BA Degree.   Article abstract: The relationship between ICT, education and regional development has long been noted. It is not a simple relationship, and it raises a series of questions. Is ICT bridging, or widening, the gaps between the regionís ëhavesí and ëhave notsí? Is it creating new gaps? Although the answer is probably ëyesí in both cases, it seems obvious that in the long-run ICTs will raise the quality and reach of educational programmes, and will raise the standard of living of Africaís people.   buy     Article no.: 5 Topic: Next-generation lifestyle services Author: Jan Erik Kristiansen and Anna Bartz Title: (Jan Erik Kristiansen) Partner and Director of European Operations, and (Anna Bartz) Consultant, ICT Europe Organisation: Frost & Sullivan PDF size: 232KB   About author: Jan Erik Kristiansen is a Partner and Director of Frost & Sullivan; he manages their Global Growth Consulting Team and is Director of European Operations. Mr Kristiansen has 21 years of strategy consulting experience, having worked on more than 100 strategy design and implementation projects on a global scale. Before joining Frost & Sullivan, Mr Krisiansen worked as Partner/Director or Consultant in various consulting firms (Arkwright Group, OC&C, Bain & Co). He started his career with FMCG (Procter & Gamble). Mr Kristiansen holds an MBA from ESSEC, Paris (France). Anna Bartz is a Consultant with Frost & Sullivan ICT Practice in Europe, focusing upon market development/entry strategies, regulatory and commercial due diligence. Ms Bartz oversees the development of thought leadership pertaining to the CEE and CIS telecom markets. Prior to joining Frost & Sullivan, Anna Bartz worked in market intelligence with Lexmark International and with a start-up software services company in Poland to support their entry into the ISP market. Ms Bartz holds a double MSc, from University of Economics in Poland and from ESCP-EAP in France.   Article abstract: The Central and Eastern European market for telecommunications services is catching up - at varying rates - with its Western European counterparts. Analysis of the market distinguishes three market groups within the region that differ according to their GDPs, telecom penetration and usage. All market groups want the same next-generation lifestyle services that are found in Western Europe but the lack of infrastructure and investment funding will dictate quite different market growth patterns in each of these market groupings.   buy     Article no.: 6 Topic: Access technology trends Author: Gert-Jan Schenk Title: Senior Vice President of Operations EMEA Organisation: Juniper Networks PDF size: 216KB   About author: Gert-Jan Schenk is Juniper Networksí Senior Vice President of Operations for the EMEA region. Mr Schenk has over 15 years of experience in sales and channel management roles in enterprise networking and the telecommunications industry. Prior to his current position, Mr Schenk was VP Channels at Unisphere Networks, which was acquired by Juniper Networks in 2002. Other positions held include Director of Channel Sales EMEA at Redback Networks and Regional Sales Director Central and Northern Europe for Madge Networks. Mr Schenk holds a Bachelorís degree in marketing and business economics. He also holds a certificate in Computer Science and Advanced Data Communication & Networks.   Article abstract: The advent of broadband-hungry services has strained the ability of service providers to add affordable new capacity. A study of broadband consumers in major Western European countries shows that most value price and speed, in that order, above all other considerations. Carriers, however, find it hard to reconcile these two demands. The arrival of HDTV, video on demand, on-line gaming and high-quality voice and, generally, ëlifestyle servicesí, though has given people a reason to pay extra for broadband.   buy     Article no.: 7 Topic: Access for a converging world Author: Eric Presworsky Title: CTO Organisation: Zhone Technologies PDF size: 188KB   About author: Eric Presworsky is Zhoneís CTO. Mr Presworsky served previously as Vice President of Advanced Technology and Product Management responsible for the development of Zhoneís Single Line Multi-Service, SLMS, architecture as well as next-generation Zhone product offering. Prior to Zhone, Mr Presworsky served as Assistant Vice President of Carrier Systems Development for Lucent Technologies Internetworking Systems Division - formerly Ascend Communications, Inc. Mr Presworsky also held numerous technical management positions prior to joining Lucent at several leading telecommunications companies, including BellCore and XCOM/Level 3. Mr Presworsky holds a BSc in Communications from SUNY Buffalo and an M.S. in Telecommunications from the University of Colorado at Boulder.   Article abstract: The bandwidth demands of today's triple- and quad-play driven market far exceed anything imagined a few years ago. High-speed subscriber access networks are the focal point for convergence in the home. They must manage the differing demands of voice, data and video services to provide the quality of service subscribersí demand. Multi-Service Access Nodes, MSAN, classify subscriber traffic and dynamically enforce traffic rules to support serviceperformance demands and provide a path to accommodate new services as they emerge.   buy     Article no.: 8 Topic: A new access paradigm Author: Michael Curran Title: Vice President Organisation: Aepona PDF size: 180KB   About author: Michael Curran is the Vice President of Sales at Aepona. Prior to joining Aepona, Mr Curran was Vice President of Customer Operations for Openwave in EMEA - previously Phone.com. Mr Curran possesses Bachelor of Engineering and Master of Science degrees from Queenís University, Belfast.   Article abstract: The demand for bandwidth is forcing operators the world over to seek ways to meet the demand. There is no single solution that works everywhere. In some regions, fibre-to-the-home is economically viable; in others, it might bankrupt the operator. Wireless - especially WiMAX, mobile WiMAX and WiFi - is the solution of choice in remote regions. The Internet Protocol, IP, which facilitates the transmission of any sort of traffic over a single network, is central to most operatorsí future planning.   buy     Article no.: 9 Topic: Making the right transition Author: Daniel Kurgan Title: CEO Organisation: Belgacom International Carrier Services PDF size: 212KB   About author: Daniel Kurgan is the CEO of Belgacom International Carrier Services. During his career at Belgacom, Mr Kurgan has served in a series of increasingly responsible positions, including: VP Commercial in charge of Sales, Stream Management, Marketing and Product Management; VP International Wholesale, Sales & Marketing, Buying & LCR, Customer Service and Network; Sales Director, Domestic and International Wholesale Division; and, Head of International Relations & Sales. He joined Belgacomís Carrier Division as an International Account Manager after having gained extensive commercial and business development experience in various SMEs. Mr Kurgan earned his degree from the Solvay Business School of The University of Brussels.   Article abstract: The telecom industry is moving through a major, at times painful, transition from traditional legacy networks to IP-based networks. IP-based networks bring a long list of benefits both for operating companies and users, especially more, better and much cheaper services. The market, the competition from newer operators offering IP-based services, has given existing operating companies a ëchange or dieí mandate. Companies tied to legacy networks are working rapidly to prepare themselves for the IP era.   buy     Article no.: 10 Topic: Convergence through hybrid networks Author: Yossi Ben-Harosh and Itshak Aisner Title: (Yossi Ben-Harosh) CEO and President and (Itshak Aisner) VP Product Management Organisation: Telrad Networks PDF size: 224KB   About author: Yossi Ben-Harosh is Telrad Networkís CEO and President. Mr Ben-Harosh has two decades of experience in telecommunications, operations and management, including over 16 years at Telrad. Prior to serving as CEO, he was Division President of Global Operations, responsible for all Telrad Operations Infrastructure and R&D of OEM/ODM products and solution. Previously, Mr Ben-Harosh acted as Operations Manager in the areas of: Global Supply Chain Management; New Product Introduction & Manufacturing; R&D Engineering Support; and, System Integration Fulfillment. Prior to joining Telrad, Mr Ben-Harosh was a project manager at TEVA Pharmaceutical Industries Ltd. Mr Ben-Harosh holds an MBA from Bar Ilan University and a BSc in Industrial Engineering & Management from Ben Gurion University. Itshak Aisner is the VP of Product Management at Telrad. Mr Aisner has more than 20 years of experience in telecom, as a SW designer, R&D team leader, R&D department manager and product manager. Mr Aisner has been a Product Line Manager and VP Product Manager for a variety of products based on diversified technologies.   Article abstract: Despite all the publicity about the transition to IP-based, fully converged networks, the reality is somewhat different. Operators are not changing over directly to softswitches and IP networks but using their existing TDM, time-division multiplexing, copper-based networks to evolve gradually into full-scale IP. Today, IP is supplementing TDM. In fact, despite the spin vendors try to put on it, there is evidence that conversion to more advanced networks is driven more by normal replacement cycles than by the technology itself.   buy     Article no.: 11 Topic: Pervasive, personal broadband Author: John Roese Title: CTO Organisation: Nortel PDF size: 188KB   About author: John Roese is Nortelís CTO. As CTO, Mr Roese is responsible for leading the companyís overall R&D strategy and execution and for directing future research across all product portfolios. Prior to joining Nortel, Mr Roese was Vice President and CTO for networking technologies at Broadcom Corporation, a semiconductor company. Mr Roese had previously served as CTO at Enterasys Networks and as the CTO of Cabletron Systems. Mr Roese is actively involved in the IEEE and IETF, as well as other standards bodies, co-authoring a number of IEEE standards and related documents. In 1998, Mr Roese published ìSwitched LANs: Implementation, Operation, Maintenanceî (McGraw Hill). He is the named inventor on 16 granted and pending patents in areas of policy-based networking, location-based networking, routing, switching and network management. Mr Roese holds a Bachelor of Science in Electrical Engineering (BSEE) from the University of New Hampshire.   Article abstract: Personal broadband for quick access to any application, at any location, via any fixed or wireless network will be available much more quickly than most people expect. Personal broadband requires; hyperconnectivity, with everyone connected through many devices; communications enabled applications, through network-aware applications supported by IMS and Services Oriented Architecture; and, ëtrueí, wholly seamless broadband. Personal broadband will also require greatly expanded and reinforced networks, applications that ëliveí in the network, not in the computer, and a new generation of devices.   buy     Article no.: 12 Topic: Mobilizing the Internet with new handheld devices Author: Ari Virtanen Title: Vice President, Convergence Products, Multimedia Organisation: Nokia PDF size: 200KB   About author: Ari Virtanen is Nokiaís Vice President of Convergence Products. He heads the Multimedia Business Groupís Convergence Products with the global business responsibility for Nokiaís new Internet optimized multimedia computers. Previously, Mr Virtanen was in charge of Nokiaís Networksí System Technology Unit with the global responsibility for network related end-to-end system functionalities, architectures, R&D and technology strategies as well as the regulatory and standardization activities. Prior to that, he was in charge of Nokiaís Mobile Packet Core and Service Control Systems businesses as well as the Intelligent Content Delivery programme. In the past, Mr Virtanen also had global responsibility for Nokiaís network platforms. Mr Virtanen has a Masterís degree in Computer Science and Industrial Economics.   Article abstract: Convenient mobile access to the Internet will provide business and personal users alike with a variety of new services. Indeed, many observers believe that WiFi or WiMAX enabled handsets might one day take over much of the current mobile voice traffic. Today, neither the laptop, the ultra-mobile PC nor the smartphone is an ideal device for mobile Internet access. The Internet tablet, with open source software, is thought by some to be the most promising device for mobile Internet access.   buy     Article no.: 13 Topic: Mobile's new challenges Author: Christian Michaud Title: Senior Vice President, Marketing and Business Development Organisation: VSNL PDF size: 284KB   About author: Christian Michaud is the Senior Vice-President of Marketing and Business Development for VSNL, which is part of the Tata Group. Mr Michaud is responsible for developing the corporate marketing strategy as well as products and product management for the companyís three lines of business: voice, data/IP and signalling. Previously, Mr Michaud worked at Teleglobe, which was acquired by VSNL. Prior to his appointment as Senior Vice-President, Marketing and Business Development, he held a number of senior positions in sales, marketing and regulatory affairs. Mr Michaud holds graduate and undergraduate degrees in economics from the UniversitÈ de MontrÈal.   Article abstract: Roaming, for both voice and messaging, is one of the services mobile network operators, MNOs, must get right, but connecting to other mobiles throughout the world is highly complex. MNOs are turning to international wholesale voice carriers for this increasingly important - but technically demanding - mobile-to-mobile, M2M, traffic. Although direct connections and agreements with the 700 or so mobile operators worldwide might be possible, virtual direct -connections, through a single connection to a third-party carrier are less complicated and more cost effective.   buy     Article no.: 14 Topic: All hail the new MTV! Author: Nigel Wright Title: Vice President Product Marketing Organisation: Spirent Communication PDF size: 172KB   About author: Nigel Wright is the Vice President of Product Marketing at Spirent Communication; in this role he oversees the marketing communication and industry engagement around all of Spirentís wireless and positioning product lines. While at Spirent, Mr Wright has also served as the VP of Client Services, Director of Professional Services for the wireless business segment and General Manager for the GPS testing business. Prior to joining Spirentís wireless business, Mr Wright was Sales Director at Telecom Analysis Systems, since purchased by Spirent Communications. He went on to run his own telecommunications training business. Nigel Wright received the BSc degree in Electronic Engineering from the University of Brighton, England in 1981.   Article abstract: Mobile operators expect that mobile TV will attract and retain users - that is if they can improve the quality and cost of the experience. Better devices are on the market and in the labs and todayís limitations are sure to disappear in short order. Some mobile operators are already working to position themselves as leading distributors of entertainment content. An industry-wide consensus regarding mobile TV standards is essential, both to lower costs and provide a better, more consistent, viewer experience.   buy     Article no.: 15 Topic: Open connectivity for roaming and interworking Author: Eugene Bergen Henegouwen Title: Vice President & Managing Director, EMEA Organisation: Syniverse PDF size: 188KB   About author: Eugene Bergen Henegouwen is the Vice President and Managing Director of Syniverseís EMEA operations. Mr Bergen Henegouwen has held a variety of high-tech executive level positions in the United States and The Netherlands. Prior to joining Syniverse, he was CEO and Chairman of Invention Machine Corporation; CEO and President of AVIO Digital Inc.; and CEO of Philips Creative Display Solutions in the Netherlands. Mr Bergen Henegouwen also held senior level management positions with Philips Consumer Electronics, Business Electronics, and Philips Telecommunications and Data Systems. Mr Henegouwen holds a Masterís Degree and bachelorís degree in electrical engineering from Delft University of Technology in The Netherlands.   Article abstract: The costly and time-consuming practice of operators negotiating bilateral roaming and interworking agreements with each other, and undertaking a multitude of activities to commission each relationship, may soon be a thing of the past. Thanks to the GSM Associationís new Open Connectivity initiative, global hubbing is already a reality for SMS interworking. Hubbing is poised to open up a wealth of new revenue opportunities, with less infrastructure investment, to enable roaming subscribers access to innovative new services around the globe.   buy     Article no.: 16 Topic: Broadband over power lines, BPL Author: Dr Ismat Quttaineh and Murtada Halabi Title: (Dr Ismat Quttaineh) Managing Director and CEO, and (Murtada Halabi), Manager, Marketing and Business development Organisation: Kuwait National Telecom Co. PDF size: 212KB   About author: Dr Ismat Quttaineh is the founder, CEO and Managing Director of Kuwait National Telecom Company, KNTC. He has guided the company since its inception. In his professional career, Dr Quttaineh progressed from a Transmission Engineer within the Ministry of Information Kuwait, to acting Head of TV transmission, to Head of Telecom Department. He then moved to the private sector and managed several large operations before establishing KNTC. Dr Quttaineh is a member of the Kuwait Society of Engineers, Kuwait Graduate Association and serves as Engineering Arbitrator for the Kuwait Ministry of Justice. Dr Quttaineh is also a member of the International Whoís Who Historical Society. Dr Quttaineh obtained his BSc (Electrical & Electronics Engineering) from Plymouth University, UK and later his PhD (Telecommunications and Electronics) from Kennedy University, USA. Mr Murtada Halabi is the Manager of Marketing and Business development at Kuwait National Telecom Company, KNTC. Mr Halabi joined KNTC to help set its future strategies and expand its business. His experience includes ten years with an electro/mechanical company in Kuwait as Commercial Manager and 15 years with his own business in real-estate development in Canada. Mr Murtada Halabi graduated from California State University, Long Beach, USA with a BSc (Electrical Engineering) and an MBA.   Article abstract: BPL, broadband over power line, is emerging as an alternative to some traditional broadband technologies, especially in regions where traditional telecom wireline infrastructure is lacking. BPLís main advantage is the low cost of rollout. Since it uses the existing power grid with its extensive end-user connectivity, investment is needed mainly for the sub-stations and relatively low-cost customer premise equipment. Among BPLís limitations are its inherent lack of security, contention among users for bandwidth, and the radio frequency interference it generates.   buy     Article no.: 17 Topic: Manage bandwidth - manage access Author: Jeremy Deaner Title: General Manager EMEA & AsPac Organisation: Operax PDF size: 244KB   About author: Mr Jeremy Deaner is responsible for Operaxís sales and operations in the European, Middle East, African and Asia-Pacific markets. He brings more than 20 years of business and sales management experience from the IT and telecoms industry to Operax. Mr Deaner has held executive sales positions at Digital Equipment, AMS, Geneva Technology, Convergys and, recently, the network convergence solutions company Outsmart. He has had extensive experience in the Europe, Russia and Middle East and EMEA markets. Mr Deaner has a BA (Hons) degree in Economics from the University of Newcastle upon Tyne.   Article abstract: The increased use of bandwidth-eating applications has strained the resources of many operators to provide capacity and guarantee quality of service. Different applications have different service requirements - an IPTV stream, for example, has little tolerance for interruptions that are no problem whatsoever for email. Contention between services is the major cause of degraded service and end-to-end bandwidth management, not redundant capacity or deep packet inspection, is the best way to guarantee quality of service and ensure customer satisfaction and retention.   buy     Article no.: 18 Topic: Access trends and virtualization of the contact centre Author: Ronald Rubens Title: Vice President for Europe, Middle East, Africa and India Organisation: CosmoCom PDF size: 204KB   About author: Ronald Rubens is CosmoCom Vice President for Europe, Middle East, Africa & India. He has more than 17 years of experience in the call centre and Telecommunications industry and a diverse background that includes management positions in sales, marketing, strategy and product management. Prior to joining CosmoCom, Mr Rubens worked for Avaya in several key management positions. Before Avaya, Mr Rubens worked for a system integrator in the Netherlands and for Northern Telecom in Sales and Marketing. Mr Rubens earned a BSc in Electrical Engineering, cum laude, from Rotterdam Faculty of Technology in the Netherlands and an MBA from New York University, Stern School of Business in the United States.   Article abstract: IP-based virtual contact centres reduce both the capital and operating expenditures of a contact centre operation and provide a greater degree of flexibility than traditional location-based centres. A virtualised call centre operation can take advantage of staff and knowledge resources - be they at the office, home or halfway around the world. Virtual centres can use the same infrastructure for multiple, wholly separate applications, and can even separately service the unique needs of a number of companies or business units.   buy Confirmed authors (Order by article no.)   Viviane Reding European Commissioner for Information Society and Media, European Commission   Maïgari Bello Bouba Minister of State, Minister of Posts and Telecommunications, Republic of Cameroon   Mohamed Al-Ghanim Board Member and Director General of the UAE Telecommunications Regulatory Authority, TRA   Vis Naidoo CEO, Mindset Network   Jan Erik Kristiansen and Anna Bartz (Jan Erik Kristiansen) Partner and Director of European Operations, and (Anna Bartz) Consultant, ICT Europe, Frost & Sullivan   Gert-Jan Schenk Senior Vice President of Operations EMEA, Juniper Networks   Eric Presworsky CTO, Zhone Technologies   Michael Curran Vice President, Aepona   Daniel Kurgan CEO, Belgacom International Carrier Services   Yossi Ben-Harosh and Itshak Aisner (Yossi Ben-Harosh) CEO and President and (Itshak Aisner) VP Product Management, Telrad Networks   John Roese CTO, Nortel   Ari Virtanen Vice President, Convergence Products, Multimedia, Nokia   Christian Michaud Senior Vice President, Marketing and Business Development, VSNL   Nigel Wright Vice President Product Marketing, Spirent Communication   Eugene Bergen Henegouwen Vice President & Managing Director, EMEA, Syniverse   Dr Ismat Quttaineh and Murtada Halabi (Dr Ismat Quttaineh) Managing Director and CEO, and (Murtada Halabi), Manager, Marketing and Business development, Kuwait National Telecom Co.   Jeremy Deaner General Manager EMEA & AsPac, Operax   Ronald Rubens Vice President for Europe, Middle East, Africa and India, CosmoCom