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From the Editor’s Desk – Keeping in touch with contact centres

The call centre has been around for some years, as has talk that the transition to fully IP-based contact centres can unlock immense value to enterprises. But there is a lot of confusion out there regarding what level of service is appropriate – from both a technological and cost perspective – and on how to measure success.

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Canadian ICT firms among select few prospering in tough times

As economic woes fill the front pages of the business and mainstream press, little attention has been paid to those information and communications technology (ICT) organizations that are bucking the trend. How are they doing it?

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Regulation & Policy: Ottawa asked to wade into telecommunications

Last month saw a flurry of activity by the telcos in launching appeals to Cabinet on access to incumbent telecommunications facilities with Bell Canada, Telus Corp. and MTS Allstream Inc. all asking for federal government interven­tion.

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MeetingZone launches Canadian operations

MeetingZone, a UK-headquartered audio and web conferencing service provider, has announced that it is meeting the demand of Canadian customers for its audio and web conferencing solutions by opening an operations centre in Toronto.

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Industry Canada to impose renewal fee on PCS licensees

Cellular and PCS carriers Bell Mobility, Rogers Wireless, Telus Mobility and the other regional wireless service providers will be on the hook for more money when it comes time to renew their spectrum licences, according to Industry Canada. What’s unknown, however, is whether the department will charge fees that cover the administrative costs of managing the spectrum or try to extract additional money based on the market value of the spectrum.

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Carriage fees helped discretionary channels earn 7.5% increase in 2008 revenues

While conventional broadcasters struggle to stay solvent, discretionary services continued to enjoy stable returns in 2008, primarily as a result of nearly $1.9 billion in subscriber fees from BDUs — a regulatory concession broadcasters have been lobbying to get for years. More than 65% of the discretionary services sector’s total annual revenue came from monthly carriage fees.

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Allowing drug ads and eliminating Part II fees could help cash-strapped broadcast industry: CRTC chair

CRTC chair Konrad von Finckenstein told MPs yesterday his agency is doing everything it can to help cash-strapped broadcasters over the next year, but points out that other measures – including allowing drug ads and eliminating Part II licence fees – could generate more cash and in a shorter timeframe than any regulatory concession, including carriage fees. Insisting there are no “magic bullet solutions”, he said systemic changes are needed to deal with structural problems in the industry, although those changes won’t come into force until at least 2011.

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CFTPA hires new CEO to replace Guy Mayson

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Canada moves up ranks in Global IT Report

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CRTC willing to consider hybrid digital TV system

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