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

Consumers typically use only a small percentage of available apps each month, but their time spent with these apps is dramatically increasing. According to Nielsen, the time spent engaged with these apps has increased 63 percent over the past two years. In Q4 2012, consumers spent a little more than 23 hours per month with apps, while that figure jumped to 37 hours and 28 minutes in Q4 2014. Meanwhile, the number of apps used has only marginally increased: 23.3 apps per month in 2011, 26.5 apps in 2012 and 26.8 apps in 2013. Continue reading Nielsen: Consumers Spending More Time Engaged with Apps

As part of its larger effort to become a lifestyle media brand, GoPro is looking to cloud services as an alternative for the increasing amount of content that ends up stuck on SD cards. GoPro founder and CEO Nick Woodman wants to make it easier for users to instantly share photos and video. Although still in early development, the approach would involve uploading footage to a cloud service while the camera charges, where it could be immediately shared or edited. This would eliminate the step of transferring footage from an SD card to editing software. Continue reading GoPro Exec Aims to Connect Action Cameras to Cloud Service

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

The Interactive Advertising Bureau conducted a survey across 24 countries regarding smartphone video viewing. According to “Mobile Video Usage: A Global Perspective,” mobile screens are increasingly being used to stream longer-form video. Findings indicate that 36 percent of consumers watch videos daily that are 5 minutes or longer. Full movies and TV shows are also viewed on mobile screens, especially in China. Respondents (including 50 percent in the U.S.) indicate that their video viewing on smartphones has increased year-over-year. Continue reading Study: More Streaming of Long-Form Video on Mobile Screens

PwC recently released its annual five-year forecast for entertainment and media, dropping the growth rate for ad spending on TV. Last year’s report projected a 5.5 percent annual increase in ad spending over the next five years. PwC has revised that figure to 4 percent through 2019, as original programming from streaming services such as Netflix and Amazon continues to compete with traditional television content. In the U.S., the number is even lower; ad spending on TV has been growing 3 percent annually on average. Continue reading Streaming Services Luring Viewers from Ad-Based Television

From desktops, laptops and tablets to game consoles and other CE devices, the Universal Serial Bus has been the industry standard for cable and connection interfaces for about 20 years. It has been speculated that USB-C, developed by the USB Implementers Forum, would soon become the successor to the USB standard. Intel announced during Computex in Taiwan last week that Thunderbolt 3 will embrace USB-C functionality, and initially offer data transfer rates twice as fast as Thunderbolt 2 and four times that of USB 3.1. Teaming the two could be a game-changer. Continue reading Thunderbolt Adopts USB-C, Universal Port of the Near Future

Apple charges app publishers 30 percent of subscription amounts initiated through apps, the same percentage it collects for in-app revenue. Some companies have been working around the charge by not enabling subscriptions through their mobile iOS app or charging consumers more. However, the company is reportedly considering a change to the agreement, but only for subscriptions that are delivered via Apple devices rather than the App Store. Such a revision suggests that only services offered through Apple TV would likely be exempt from the 30 percent fee. Continue reading Apple Considering Change to iTunes Charge for App Partners

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

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

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