Verizon showed Rep Guidance, software that provides its FiOS sales and support representatives with individualized data designed to improve customer service and experience, at a recent NY Meetup event. According to a Verizon representative, “It’s about streamlining and simplifying the conversation, fostering a more intelligent, better-informed experience with customers rather than having a back and forth exchange and having the rep ask the customer questions that, frankly, they expect we should know anyway.” Continue reading New Verizon Software Delivers Customer Service Intelligence

Twitter announced that CEO Dick Costolo plans to leave the company at the end of the month. Co-founder and former CEO Jack Dorsey will serve as interim CEO starting July 1 until a successor is found. Twitter shares jumped eight percent following the announcement. Since the company went public in 2013, Twitter has experienced numerous challenges, including an effective means of attracting new users and developing revenue streams based on advertising. Some are speculating that Twitter is ripe for acquisition, with Google listed as one of the interested parties. Continue reading Besieged Twitter CEO Dick Costolo to Step Down This Month

In an effort to better compete with major players such as Amazon, Google and Microsoft in cloud services, insiders indicate that Apple is developing a high-speed network and changing the way it builds data centers. While Apple has turned to network providers and tech suppliers in the past to support iTunes, iCloud, Siri and more, the company just announced a new streaming music service and is expected to launch an online TV service. Apple’s new initiatives will require faster, more efficient infrastructure to meet the increased demands for content delivery. Continue reading Apple Building a Faster Network and Upgrading Data Centers

TiVo has confirmed that its new TiVo Online service will allow subscribers to stream DVR recordings in addition to live television programming via a Web browser interface. The site includes recommendations, an online guide, a search feature, and the ability to manage upcoming recordings and track favorites (including content available via streaming services such as Netflix and Hulu). The DVR maker is looking to address the evolving needs of viewers expecting to access TV on any screen by providing a tool that performs more like a modern streaming service. Continue reading TiVo Online Allows Users to Stream DVR Recordings, Live TV

There are currently 2.6 billion smartphone subscriptions worldwide, and while developing markets have been leveling off, less mature markets are starting to experience significant growth. According to the latest annual Mobility Report from Ericsson, we should expect to see 6.1 billion smartphones in circulation by 2020, at which point phones will exceed the number of active fixed line subscriptions globally. Ericsson projects that the total number of mobile subscriptions will reach 9.2 billion in five years, as less developed markets continue their expansion. Continue reading Ericsson: 70 Percent of World Will Have Smartphones by 2020

Showtime is joining HBO in introducing its own Internet streaming service that will offer unlimited on-demand access to original series, movies and sports programming without requiring a traditional TV subscription. In addition, it will include a live feed of Showtime’s broadcasts for both coasts. The cable network announced yesterday that it plans to debut the standalone service in July to coincide with the season premieres of “Masters of Sex” and “Ray Donovan.” The service will initially be available on Apple devices for $11 per month. Continue reading Showtime to Debut its Internet Streaming Service This Summer

Dish Network is in discussions to merge with T-Mobile US, say people familiar with the matter. While financial specifics remain unresolved, the people indicate that the combined company would be led by Dish Chief Exec Charlie Ergen as chairman, and his T-Mobile counterpart John Legere as CEO. The deal would merge the second-largest satellite TV operator in the U.S. with the fourth-largest wireless carrier. Dish has a current market capitalization of $33 billion, slightly higher than T-Mobile’s $31 billion. Continue reading Merger Talks Between Dish and T-Mobile at the Formative Stage

As the battle heats up with tech companies over artificial intelligence and digital assistants, SoundHound released an app this week called “Hound” that promises to enhance voice search with its ability to quickly and efficiently handle complex questions. According to Keyvan Mohajer, SoundHound founder and chief exec, Hound has a leg up on the competition since it performs voice recognition and natural-language processing in a single step, as opposed to translating speech to text and then performing a search using that text. Continue reading New Hound App Could Prove Rival to Siri, Cortana, Google Now

Customer satisfaction with cable TV, Internet and phone service providers has fallen to a seven-year low, according to a study from the American Customer Satisfaction Index. When surveyed about satisfaction involving 43 industries, consumer response placed television and Internet companies tied for last place. Recent merger talks have placed TV and Internet providers under particular scrutiny, while disappointing customer service and rising prices have taken on a different dynamic in an era of streaming options such as Netflix, Amazon and Hulu. Continue reading Study: Declining Customer Satisfaction with TV, Internet Service

Google’s paid search ads will soon help make online purchases even easier. According to Omid Kordestani, chief business officer at Google, the company is getting ready to introduce a “buy button” to accompany products featured in its shopping ads. “There’s going to be a buy button. It’s going to be imminent,” he said at the recent Code Conference. The buttons are expected to initially appear exclusively on mobile searches alongside the platform’s paid search ads. They are not expected to appear with the nonsponsored results of “organic” Google searches. Continue reading Google Confirms it Will Include Buy Buttons in Paid Search Ads

At last week’s Google I/O developer conference in San Francisco, Google announced a new initiative to mix online video services with popular television content. Via Android TV Channels, Internet video app publishers have the ability to add linear channels of programming to Google’s Android TV platform on the same program grid used for broadcast TV networks. According to Google, the initial launch partners include AOL, Bloomberg, the Huffington Post, Pluto, TED, Vevo, the Weather Network, and European live streamer Zattoo. Continue reading Android TV Blends Online Video and Broadcast Programming

According to a new report by broadband networking company Sandvine, Netflix continues to dominate North American Internet traffic. The streaming service currently accounts for 36.5 percent of downstream fixed network traffic during peak evening hours. YouTube also accounts for a significant share with 15.56 percent of peak downstream traffic. The report notes traffic growth for HBO and Amazon Instant Video, while BitTorrent file-sharing traffic is declining, accounting for 6.3 percent of total traffic in North America. Continue reading Netflix Continues to Dominate Internet Traffic in North America

While Netflix and YouTube combined account for roughly half of all Internet bandwidth consumed during peak hours in North America, the latest projections from Cisco suggest even greater growth for online video. The company predicts that in five years, video will be responsible for 80 percent of the world’s Internet consumption (and 85 percent in the U.S.). Cisco explains that the growth will be the result of cord-cutting, mobile expansion, Internet users consuming more (and higher quality) video, and an increase in the overall number of global users. Continue reading Cisco Projects 80 Percent of Internet Will Be Video by 2019

Reports recently surfaced that Twitter has been in talks this year to purchase Flipboard, in a deal that would value the company at more than $1 billion. The acquisition would bring an experienced product team to Twitter as well as an heir apparent to CEO Dick Costolo in Flipboard co-founder Mike McCue. However, updates to the news have suggested that talks between the two companies have stalled, and other companies, including Google and Yahoo have since had discussions about possibly acquiring the newsreader app. Continue reading Interest in Acquiring Flipboard Heats Up with Tech Companies

Analyst and venture capitalist Mary Meeker has released her annual Internet Trends report, noting that nearly everything is now being optimized for mobile, online video continues its upward trajectory, global Internet user growth is finally showing signs of slowing (as is smartphone adoption), the on-demand economy is healthier than ever, and diversity increasingly matters to the tech industry. Interestingly, Meeker points out that video was responsible for 64 percent of Internet traffic and 55 percent of mobile traffic last year. Continue reading Mary Meeker: Internet Growth is Slowing, Video Remains King