Talking to people it’s interesting to hear how often porting goes wrong and it wasn’t until I started looking at it that I realised how deficient porting is in the UK compared to other countries. Uniquely in the UK we have donor led porting where the customer has to contact the donor operator to obtain authorisation to port. Elsewhere in Europe and worldwide recipient led porting is the norm where the customer contacts the receiving operator and asks them to port in their number. One of the problems with donor led porting is it can be anti-competitive as it allows the donor operator to use delaying tactics, such as my wife experienced. The other issue we have in the UK is that we don’t yet have a central database of numbers for routing. Ported numbers are still routed via the original network which is inefficient and users can experience problems if there is a network failure in the original network. In addition, in the UK porting still takes 2 days whereas elsewhere in the world it is much quicker; 20 minutes in Ireland, 3 minutes in Australia! Belatedly, Ofcom is keen to move to all-call query of a common database of numbers (ACQ/CDB) to improve the management and call routing for ported numbers. I spoke to Ofcom for an update on their plans but they were unable to provide any information on the future of mobile porting, apart from stating their commitment to a two hour porting timeframe from 1 September 2009. This is an area I’m going to be keeping an eye on because it could work so much better.

The changes afoot at Mobile Industry Review mean that this will be my last weekly piece here. Thank you to everyone who’s read, commented and supported MIR. However I will continue to write about pertinent mobile issues, Normobs and the rest over at Sevendotzero, so don’t forget to check in there!

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Jonathan’s also at Sevendotzero.

So how does Agito address these challenges? The Agito solution comes in two parts; the RoamAnywhere Mobility Router plus a handset client in the usual flavours – Nokia S60, Windows Mobile, with BlackBerry and iPhone due shortly. Agito’s goal is to keep calls on in-building WiFi when possible and it does this by using location context intelligence to determine when the handset should be using WiFi and when to fallback to cellular coverage. The location context intelligence ‘fingerprints’ the building access locations and combines this with cellsite triangulation to determine the handset’s location and optimise handover between WiFi and 3G/GSM. Hand-off between WiFi and 3G/GSM is achieved in a sub 100ms time frame and is therefore completely transparent to the user. The location awareness also enables optimisation of handset WiFi to maximise battery life – important as WiFi can be a mobile battery killer. In addition to corporate WiFi access points, the handset can use home or public hotspots when available. A neat example of the benefits of location context intelligence is switching on handset WiFi when you walk into your home. In order to optimise cost savings when out of WiFi coverage, the client will route defined call classes, for example international, via the office so they can be least cost routed to their destination. Whilst this all sounds great in theory it does work in practice; Agito has a number of existing deployments in the USA in both businesses and higher education.

What caught my attention with Agito is how they’ve used technology to deliver a simple, Normob friendly, user experience. Users continue to use their handsets as normal and the ‘clever stuff’ is completely transparent to the user. Agito took the view that their service had to deliver a user experience similar to the existing mobile user experience; meaning no additional complexity for the user and WiFi cellular hand-offs as seamless as regular cellular hand-offs. Users are not interested in the wireless technology behind their calls – the service has to just work.

Agito’s solution is a good example of using the best bits of different wireless technologies to deliver a service that addresses the shortcomings of each of the underlying wireless access methods.

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Jonathan’s also at Sevendotzero.

So what is Truphone Local Anywhere and why has it got the potential to be a game changer? Truphone Local Anywhere will be a global virtual operator (MVNO) with its own HLR & IN (for the geeks) infrastructure, operating worldwide. Users can have local mobile numbers in all the countries they spend time in and make calls at local rates – not roaming rates. So for the first time one SIM allows you to use your phone worldwide, without being stiiffed for roaming, without having to stick another SIM in your phone and without expecting people to call you on international numbers. Truphone Local Anywhere also addresses a shortcoming of some travel SIMs by including data as well as voice and SMS.

I asked Geraldine Wilson, Truphone CEO, about pricing and whilst no firm details have been announced yet, the intention is to price well below existing roaming rates and slightly above existing in-country tariffs. This is probably a good place to pitch it because Truphone needs local operator co‑operation to get the coverage footprint but needs to keep prices sufficiently competitive so travellers don’t bother switching SIMs. An intriguing feature I’m looking forward to seeing is the ability to change CLI depending where I am. I’m hoping this will allow the CLI to be changed depending who I’m calling. So if I call someone in the UK I’ll want them to see a +44 UK CLI but if they’re in the USA then they should see a +1 US CLI. Not sure if that’s the plan but Truphone, if you’re listening, that’s what I’m looking for!

Truphone’s MWC presentation covered a number of scenarios where a single SIM would make life easier – airline pilot, family international business traveller, homes in more than one country, expatriates with family in the home country, people in the armed forces. The one that caught my eye is the airline pilot; my brother-in-law is a captain with one of Europe’s biggest airlines and therefore spends time in a vast array of countries. A Truphone Local Anywhere SIM would be perfect for him – definitely an early customer!

The Truphone Local Anywhere announcement didn’t go into detail around service value-adds but I’d really like to see a tie-up with SpinVox to convert voice messages into text and deliver as SMS. This would be a significant enhancement to the current ‘traditional’ voicemail setup and crucially, make it easier for international travellers to pick up their voice messages. Number porting is also going to be key. Potential customers will need to be able to port in their existing mobile numbers to make the transition to Truphone as simple as possible.

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Jonathan’s also at Sevendotzero.

My wife Jo decided after much deliberation that she would defect from Nokia S60 and join the ranks of iPhone addicts! However her experience with 3 was a little different. After saying she was leaving 3 because she wanted an iPhone, the 3 advisor tried every possible objection to her stated wish for a PAC code. Despite getting the PAC code they continued to phone asking her to reconsider and didn’t give up even after she said she’d bought the iPhone! She began to feel she was being stalked by 3!

Now Jo’s got an iPhone she’s thrilled with it and hasn’t stopped plundering the App Store! So what aspects of the iPhone really impressed her? To quote ‘It’s so easy to use and it’s a really fun phone’. For me what’s really telling is the fact that Jo has only looked at the user guide once (which is good because she hates user guides!). Despite the complexity of what the handset can do, the user interface is so simple that Normobs can use it ‘out of the box’. The ease of use of social networking apps is another attraction. She’s a big fan of Facebook and Twitter and the iPhone is a great device for this type of interaction. The user experience on the iPhone is so much better than having to fire up the S60 browser and then go to your bookmarks to select Facebook or Twitter. In fact her ongoing commentary about how great it is is becoming increasingly irritating!

When it originally launched I said that the iPhone was the smartphone for Normobs. I’m a big fan of Nokia S60 devices but they don’t make the smartphone experience easy for Normobs – no App Store (yet, but it is coming at last!), no seamless WiFi/3G experience and a limited application set ‘out of the box’. The iPhone WiFi integration is a neat touch as it takes the decision making on 3G versus WiFi away from the user. This is especially useful where 3G data coverage is flaky, e.g. in-building, and the bundled access to commercial hotspots gives a reasonable level of public hotspot access.

Next up for Jo on the iPhone is Truphone so she gets all her IM accounts in one place plus free calls between us!

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Jonathan’s also at Sevendotzero.

This reminded me of an issue I faced at a billing conference I attended a few months back in Budapest. I had a number of contact methods whilst I was there – two mobile numbers, DeFi VoIP number, Truphone and of course Twitter, Skype etc. At the last minute I even acquired a Budapest number for my MAXroam SIM thanks to Pat Phelan. So what’s the solution in this situation? What I lacked was a simple method of making these numbers and IDs easily available and, as important, controlling which ones were available at any point in time. 

Of course this idea isn’t just relevant to conference visits; most of us are acquiring more and more contact methods for everyday use without even realising it; and with no consistent way of making these methods available to our friends and network

>Services like LinkedIn, Facebook and Plaxo don’t fulfil this role because they’re designed with different objectives in mind and don’t make simple contact data easily available. I thought about posting my contact data to my own website but that isn’t designed for easily changing contact data availability and doesn’t provide any privacy functionality. Better to use a system that’s designed for contact data management ‘out of the box’.

To test out a solution to this theory I’ve started to only give people my .tel address.

A quick check of my .tel will only show relevant contact details at that point in time and because .tel is mobile optimised my data is available very quickly and I can be contacted via simple click through. I can manage the availability of individual contact methods in real time via profiles, so for example if I’m not online I can hide my Skype details. Of course there’s an education process here but as users start handing out their .tel addresses people will increasingly start to see the benefits. Okay this solution won’t work for MWC this year because .tel doesn’t go live until towards the end of February (existing IDs like mine are part of the beta) but plan ahead for your next trip. In fact, why give out phone numbers at all – just point people to your .tel so it becomes your preferred contact method at all times. Of course some of your details will be private and not something you want to share with everyone so .tel uses a simple system of friending to protect items of data that are only available to specified people.

If you’ve got any solutions to the multiple contact method dilemma do share them here.

Jonathan’s also at Sevendotzero and jonathanjensen.vip.tel

However, this increasing reliance on technology has also shown just how fragile that technology infrastructure is when it’s put under pressure. This week we were faced with rail information sites that collapsed, broadband speeds that ground to a halt as contention ratios bit and mobile phones that displayed ‘network busy’ when making a call. Service providers across all these businesses need to see these problems as a call to action to invest in their infrastructure. It’s not just bad weather that puts a strain on infrastructure; it can be a security alert or even kids coming home from school! My home broadband speed frequently halves around 4 o’clock in the afternoon. Investment in this technology infrastructure will not only equip us for the next ‘crisis’ but also deliver a more robust infrastructure day-to-day.

Twitter again came into its own with the lack of information from official sources. MIR contributor Ben Smith implemented the excellent uktrains Twitter feed and local weather tips were swapped with friends. These showed how powerful Twitter is at conveying pertinent information when its needed.

And one more point – a WiFi account for the local coffee shop is a a must for mobile working! My local coffee shop was packed during the snow.

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Jonathan’s also at Sevendotzero and @sevendotzero on Twitter.

3G mobile data (and its developments) is good but suffers from issues like flaky coverage, cell capacity constraints and backhaul bottlenecks. Public WiFi has coverage limitations but where it does work it generally delivers decent speeds and consistent service. The lack of roaming agreements between the big service providers is a frustration and I’d like to see a move towards ubiquitous coverage via more service provider co-operation, i.e. if you can find a signal you know you can use it, with service differentiation based around price, and value-adds.

Devicescape recently undertook some research into their user base to understand what WiFi users want from service providers and how people use WiFi. Key findings from the report showed:

• An overwhelming number of WiFi users expect WiFi while on the road (91%)
  
• Most respondents want citywide WiFi (84%) and many are willing to pay for it (56%)
  
• When travelling, the most popular device for accessing WiFi was the smartphone, such as an iPhone (vs.laptops)
  
• The overwhelming majority of smartphone users (81%) prefer using WiFi over 3G for browsing Web sites, downloading data, Google searches and sending e-mail
  
• 86% of respondents want manufacturers to build WiFi into their handsets
  
• 82% of respondents want the service provider to provide an overall 3G/WiFi data package

Whilst this research is focused on existing WiFi users it does show that people who already use WiFi don’t see 3G as an alternative wireless access method but as complementary to WiFi. I’ve blogged about Devicescape before; what they do is make WiFi access simple. Devicescape Easy Wi-Fi automates the hotspot login process to create a seamless user experience. Increasingly, this means Devicescape is hidden from the user and the service provider’s software uses Devicescape to manage the WiFi login process. DeFi Mobile uses this model and makes the hotspot login process fast and automatic. This simplicity addresses what has always been a barrier to simple WiFi use – the login process.

The next step for service providers is to create a completely seamless user experience across both 3G and WiFi. Users should not have to decide themselves which wireless access technology to use. The software should determine whether 3G or WiFi is appropriate. For the 3G service providers it makes sense to ship traffic via WiFi where they can, in order to preserve cell capacity for non WiFi users.

Mobile VoIP is an interesting but potentially very confusing (especially for Normobs) part of the WiFi market, so it’s good to see LowCostMob bringing some clarity here. Comparing mobile VoIP is a bit of a black art because each service provider has a slightly different take on the market and it’s not just a simple matter of comparing tariffs. Users need to compare functionality and features as well as prices to determine which service provider to use. Some clarity here will help to drive progress in this part of the WiFi market.

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Jonathan’s also at Sevendotzero.

At the moment only the big operators are included in the tariff analysis but the virtual operators like Virgin, Tesco and Lebara will be included in a couple of months. BillMonitor will also shortly be launching a business version for the SME market which will include multi handset business tariffs. I was keen to try out the monthly bill tracking feature but at the moment it only covers Vodafone, Orange and O2. I’m on 3 so I’ll have to wait for an update to the site. However I did a quick calculation of what I need, based on the last half a dozen bills, fed it into the tariff analyser, and discovered I’d be better switching to O2 on a 30 day contract if I don’t need a bundled handset. If I want a handset then 3 is still the best network for me.

BillMonitor is free of charge to consumers and will remain so. Monetising the service is likely to come from managing the more sophisticated requirements of business users, on top of the existing referral fees when a user clicks through and makes a purchase from an operator. Referral fees in no way influence the results and BillMonitor is currently undergoing the Ofcom price comparison certification process which guarantees impartiality.

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Jonathan’s also at Sevendotzero.

Everybody else chats amongst the heave of mobile geniuses and I stand near the front ready to welcome folk. Whilst everyone else is having a wicked time at the bar, I’m lucky if I get through a single beer.

This isn’t typically an issue. It’s a nice thing to do for the industry, I think. But in terms of contentf or the site — it’s a big challenge.

Hence the Developer Event concept. If you haven’t read about it yet, here’s the background. A quick primer: 15 representatives from companies specialising in mobile development in one room. Talking to each other. Plus we’ll have the camera so I can interview every.single.attendee on film and get it up on to the site the following week.

Not only will there be — I hope — a good bit of networking, but we’ll be bringing the wider MIR audience something of value: Direct, unfiltered introductions, overview and perspective from London’s mobile developers.

We’ll be duplicating this in Paris in March (independently of our MIR Show trips abroad – Rome this Saturday).

It’s all made possible by the wickedly good support of DeviceAnywhere. I’ve asked two of their British representatives to pop by and bring along a laptop showing off the service working. As an added bonus, I’ve got Sam and David from DeviceAnywhere to offer al attendees an extended free trial of the service. That’ll be useful for anyone who does mobile development and wants to know how their service works on a huge range of handsets internationally.

We were entirely full but one chap’s had to go back to Scotland urgently and the other is no longer in the country — so if you’d like to come along, please shoot me over an email and we’ll get you on the list. I’m ewan@mobileindustryreview.com.

To qualify you need to work for a company that develops ‘stuff’ in the mobile industry. Applications, services — that sort of thing. And you need to be able to get to London on Thursday evening.

As a reminder, we’re holding the event at Members’ Club, One Alfred Place. We’ve got one of the board rooms (minus the board tables for the evening) so it’ll be intimate — in the context of being able to meet everyone — and we’ll also have food and drink.

I’m just working out what sort of ‘canapes’ we want. I’m leaning HEAVILY toward the mini cheeseburgers. My heart always jumps when I’m at an event being faced with some sort of mushroom/pate/volevont/crab/monstrosity when a waiter brings out a massive plateful of mini burgers. COME ON.

So we’ll have food and drink. We’ll have the video camera setup. The MIR team will be on hand, we’ll have some cool DeviceAnywhere stuff to poke about with and we’ll have talented mobile geniuses to talk to. Bring it on.

So what does .tel mean for mobile users? .tel is a mobile optimised contact directory. Mobile apps will allow the data to be accessed without having to open a web browser. When you’re mobile you can check the current contact data for a .tel user at any time, from your handset. As this data can be managed via profiles, you will only see the current, and therefore relevant, contact data for the user at that point of time. So at the weekend or in the evenings you could see ‘home’ contact data and during the day, business contact data. You might also see a different, more limited, profile when someone is travelling. Plus of course you can click on a phone number in the .tel profile to call the person.

Most of us have many different modes of contact – landline numbers, mobile numbers, VoIP, IM, Twitter, plus other information we want to direct people to, like our blogs and websites. Trying to second guess the best method of contact for both parties is impossible so .tel puts it all in one place and gives the other party choice of contact method, within your chosen parameters. Privacy functionality allows you to make certain contact methods only available to specific individuals or groups of people. I find my preferred phone numbers and other methods of contact change fairly frequently, particularly as I’m always keen to take advantage of new deals and services. Advising contacts of new numbers and ID’s is a pain so it’s much simpler to point people to a .tel where my preferred numbers and ID’s are always current.

I believe the true value of .tel will start to become apparent once the developer community starts releasing applications that use .tel data. There are already applications like the BlackBerry and iPhone apps that simplify the .tel lookup and data management processes from your mobile device.

If you want to try out a .tel domain for yourself you can sign up for a free temporary name here. .tel domains will be available for purchase at a premium price from 3 February and via general availability from 24 March. I guess most people will wait for general availability when .tel domain pricing will be similar to the usual domain pricing. At that level it’s a small price to pay to have your current contact data always up to date and easily available.

Have a look at my beta .tel at http://jonathanjensen.vip.tel

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Jonathan’s also at Sevendotzero.

Mobile calls as a substitute for landline calls fall into two categories. The increasing size of mobile call bundles means that many users have enough minutes included to ‘forget’ about their landline and just pick up their mobile for every call. Ofcom’s 2008 Communications Market Report highlighted some interesting points:

Mobile telephony (including an estimate for messaging) accounted for 40% of the total time spent using telecoms services, compared to 25% in 2002. However, much of this growth has come about as a result of an increase in the overall number of voice call minutes (from 217 in 2002 to 247 in 2007) rather than because of substitution with fixed voice, which still accounted for 148 billion minutes last year, down only 10% from 165 minutes in 2002.

However, fixed-line voice has remained resilient, with overall outbound minutes falling by just 2% to 148 billion minutes in 2007. Sixty per cent of voice minutes originated on fixed lines in 2007, and in Q1 2008 just 12% of households had no fixed line (with 11% of households being mobile-only).

Seventy per cent of people with a mobile and a fixed-line phone use their mobile to make some calls even when they are in the home; ten per cent of people with a fixed line at home never use it, claiming that they always use their mobile.

So, mobiles are starting to make an impact on landline calling but there is still a long way to go in terms of substitution. From a calling perspective there is sometimes a rationale for using a mobile instead of a landline, however most of us still need a landline to get a broadband product. Unless Ofcom mandates naked DSL in the UK, where it would be possible to order ADSL broadband without a phone line, most of us are stuck with a phone line so we might as well make some use of it. Currently, the only way to get broadband without a phone line is via Virgin Media, if you live in a cable area. Although mobile broadband is a great product when you’re out and about, I’m less convinced that it’s a replacement for landline broadband in terms of speed, coverage and download limits.

Another factor in the fixed mobile call substitution debate is mobile coverage. For many of us, in-building coverage is too flaky for mobile calling to be a reliable alternative, however this is where some of the mobile VoIP providers score because they use your broadband connection. DeFi Mobile and Truphone have been great ‘home’ mobile services for me because cellular mobile coverage isn’t great here.

Mobile VoIP players are well placed to exploit the international calling niche with rates that are invariably lower than landline providers. Truphone, DeFi Mobile, Rebtel and others each have a slightly different spin on where to make money from international calling and in some cases mobile VoIP providers are looking to replace landline calling completely. To get maximum value from DeFi Mobile’s fixed monthly tariff it makes sense to use it for all your calls. Plus, as a UK DeFi number is a landline number, the people you call will be able to return calls without paying a mobile ‘premium’.

So where next for mobile landline call substitution? The 3G mobile infrastructure sharing deals between 3 / T-Mobile and Vodafone / Orange will in theory lead to improved coverage, so extending the reach of the mobile operators. The niche mobile VoIP providers will continue to chip away at landline minutes, particularly for international calling. However, if we see the arrival of femtocells this year, accompanied by mobile tariffs aimed at taking landline business, then this could presage a step change in user behaviour and perhaps lead to much more call substitution. Femtocells could dramatically improve in-building mobile coverage and combined with naked DSL could be a winning combination. Now there’s an idea …

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Jonathan’s also at Sevendotzero.

Truphone is now focussing on building a family of products to deliver value to a global customer base that makes international calls or travels to international destinations on a regular basis. At the moment these services complement an existing mobile account by offering cheaper calls over WiFi (Truphone on a Nokia or iPhone), over 3G (Truphone Anywhere) and out of country (Sim4travel travel SIM). More convergence here is the plan with some potentially interesting outcomes, perhaps including a Truphone SIM card. Interestingly, Truphone believes that increasingly it will take business from landline providers, as well as mobile providers, as customers look for a single competitive solution for international calling.

2008 was the year when mobile app stores took off, with the Apple App Store making it easy for the first time, for all users to download new applications to their devices. Whilst other platforms like S60 and BlackBerry offer plenty of scope to find and install new apps, it was Apple that made it easy by putting everything in one place and making it accessible from the handset. The iPhone has also made WiFi on a mobile device mainstream and increasingly popular because it delivers faster ‘broadband’ connectivity than 3G or HSDPA. Increasingly, to deliver a great data experience you need multiple methods, including WiFi. Truphone sees the App Store as the start of a trend that will greatly extend their reach and put Truphone within the grasp of many more users. Plus, Truphone is well placed to exploit the increasing familiarity with WiFi on a mobile device.

2009 has seen Truphone kick off the year with the launch of support for a number of external communications platforms – Skype, Twitter, Live Messenger, Yahoo and Google Talk on the iPhone and iPod Touch. Truphone’s aim here is to make Truphone a communications hub on your device where you can manage more and more of your communications needs in one place. I’ll be coming back to this functionality in the future when I’ve had the opportunity to test it out. This year will also see a greater focus on the corporate BlackBerry market with support for central provisioning and central billing to increase Truphone’s appeal to enterprises. 

As the recent TruSaver tariff showed, future tariffs will increasingly support a flat rate component and Truphone will be looking to offer a range of tariffs to support the requirements of their customer base. I’d be very surprised if we didn’t see a flat rate tariff soon with no, or very limited, event based charging for individual calls. Heavier users are certainly looking for simplicity and predictability in charging.

At the moment some UK operators treat Truphone 079788 numbers as ‘out of bundle’ for voice calls and SMS and charge them at a premium. Resolution of this anomaly is a priority for Truphone so I hope we’ll see this barrier to ubiquitous usage of Truphone numbers resolved before long as it’s a problem that stops many of us handing out our Truphone numbers to contacts.

The launch of new functionality on the iPhone and iPod Touch underlines the point that Truphone increasingly means different things on different devices. A consistent customer experience across all devices is important in delivering a clear message to customers about your proposition and it will be interesting to see how Truphone addresses this point. As a Nokia S60 user, I feel that ‘my Truphone’ is increasingly being left behind.

So, lots of plans and lots to do … 2009 is the year for Truphone to deliver.

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Jonathan’s also at Sevendotzero.

Whilst it may no longer be the latest gadget the 2^nd Generation iPod Touch is still probably (in my view) the best standalone music player out there. I say this in part because it does so much more than just play music and of course gives you access to the App Store where you can find a wealth of free and inexpensive apps to download to your Touch.

When Truphone announced recently that they now support the 2^nd Generation iPod Touch, it got me thinking about the significance of using WiFi in the Touch to turn the device into a phone. It struck me as a hugely innovative way to take advantage of the App Store and extend Truphone’s reach into the consumer space.

To start using Truphone on the Touch all you need to buy is a microphone adaptor, as the software is a free download from the App Store. You don’t even need to buy an expensive Apple accessory to get a microphone, as Truphone has produced their own Truphone branded microphone adaptor which will shortly be available in the shops. What is neat about the Truphone microphone adaptor is that you continue to use your existing iPod headphones (or any other headphones you choose) by plugging them into the microphone adaptor and the microphone adaptor into the Touch. Calls to other Truphone users are free which is surely an incentive to get your friends with Truphone compatible devices to also sign up. Plus you can of course make cheap calls to the usual worldwide destinations by adding credit to your account.

If you’ve got an iPod Touch, the chances are you also have a mobile, so what’s the point of using Truphone on your iPod Touch? Truphone on the Touch is not a replacement for your existing mobile. For a start, you can’t yet receive calls. However, it’s a great way to make cheap international calls which your mobile operator would charge you a fortune for. Plus, it will shortly support instant messaging across Live Messenger, Yahoo and Google Talk. Skype connectivity is also on the way. Suddenly Truphone on the Touch starts to become a complementary communications tool to your existing mobile phone.

Something else that struck me about this development is that the microphone adaptor is the first piece of Truphone ‘hardware’ to appear instore and this will put the Truphone brand in front of people who might otherwise never have seen it, creating a another route to market for Truphone.

Happy New Year!

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Jonathan’s also at Sevendotzero.

• I wish for truly ubiquitous wireless coverage so whatever mobile device I switch on, wherever I switch it on, it will just work. Having no signal will seem as strange as having just one phone in the house fixed to the hall wall.

• I wish for simplicity, certainty and predictability from mobile tariffs and bills. Those bills where you bust your text bundle or forgot you were roaming when you decided to download the Friends rerun will seem as anachronistic as booking a call to the USA via the operator and then taking out a second mortgage to pay for it.

• I wish for a redefinition of the term ‘customer service’ to mean an organisation that (a) understands the term ‘customer’ and (b) understands the term ‘service’. According to Wikipedia, “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.” Some mistake, surely?

• Finally, I wish for peace and goodwill to all men; yes, even the mobile operators!

Now – time to wake up – it’ll never happen … Or will it?

Thank you all for reading my Thursday slot on Mobile Industry Review. I’ve enjoyed writing it and hope you’ve found it informative and at times entertaining. I’d like to wish you all a very Happy Christmas and a prosperous 2009 – a long shot that one, I know, but we can dream …

Depending on Santa’s generosity – i.e. will he be putting something mobile in my stocking; I may or may not be back next week. If not I’ll be back in the New Year. Now shut down your PC and go join your friends and family!

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Jonathan’s also at Sevendotzero.

George currently has a Nokia 6120 which has served him well but his next phone needs to do more. If money was no object it would be an iPhone but on a cheapish contract that’s a non-starter. So it will be the best phone he can find on a £15(ish) a month contract with a bundle of 200(ish) minutes and 600(ish) SMS. His next handset will need to deliver improved usability; maybe a touch screen user interface and a slider form factor. It will also need to be robust because his handsets take a bit of a battering; his 6120 has done well to survive the last 15 months! He’s also looking for a better camera because the 2MP camera on the 6120 is a bit limited for videoing his skateboarding antics. Windows Live Messenger is a must because it’s a key part of a teenager’s contact strategy. I was interested to know how important brand is and George is certainly not driven by a desire to have a handset from a particular manufacturer. So, next time Nokia will be competing with Sony Ericsson, Samsung, LG and the rest!

George’s current music device of choice is his iPod Touch. He’s intrigued by the ability to use it as a phone via Truphone; however, ever practical, he pointed out that if he already has a mobile with a decent minutes bundle, does it really add much value and if he’s at home he can just use the home phone!

I was also interested to understand if George felt a particular loyalty to 3 but in fact it’s quite the contrary. 3′s flaky in-building coverage here means that there’s a high probability he will switch networks. My advice to him will be that if he can get a good deal on price then Vodafone is his best choice for coverage here.

So come February, George will be out there checking the market and looking for a deal. Having witnessed him hunting down the right BMX bike, the best skateboard, a deal on an Xbox 360 and many others; he will be giving every operator a very thorough analysis!

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Jonathan’s also at Sevendotzero.

As we head towards the end of the year I’ve been thinking about some of the mobile companies and applications I’ve looked at this year and what’s missing from their line up. So, I’ve highlighted the key service enhancement I’d like to see from each of them in 2009.

The mobile VoIP space is a particular favourite of mine because it offers low cost calling, service innovation and improved coverage (for me, anyway). 2008 has been an exciting year for new services – I’ve used a few of them and been very impressed with what each has to offer. However, no one out there has got the whole package for me yet. Truphone has added more platform support with iPhone, BlackBerry and now iPod Touch joining Nokia S60, plus Truphone Anywhere to deliver Truphone service outside WiFi coverage. I’m a big Truphone fan but the primary enhancement I’d like to see is flat rate tariffing to deliver simplicity and predictability. Ideally a range of tariffs offering the choice of in-country calling or international would be good. Another favourite at the moment, DeFi Mobile, launched this year with superb call quality and an all-inclusive international flat rate tariff. DeFi’s initial service line‑up includes almost everything I need, with some neat features like simultaneous ring and call forwarding included in the standard tariff. What’s missing? Inbound and outbound SMS on my UK 020 DeFi number is a must to give me a single mobile number across both voice and SMS.

Niche providers in the mobile space continue to challenge the rates charged by the big operators for international calling and roaming. Swap your SIM card over to MAXroam and get great rates when roaming, especially outside the EU. Now that the EU has mandated lower roaming voice rates and is looking at data, I’d like to see MAXroam come back with finer pricing for EU roaming. Rebtel delivers great pricing for international calls and it’s big plus is that it just works from any mobile handset – no software, no SIM card swapping. Local in‑country phone numbers are becoming more and more useful with a number of service providers starting to offer them for a small monthly fee. The ability to add an inbound number to my Rebtel account that delivers calls to one or more of my registered numbers would be a nice addition and another revenue stream for Rebtel.

SpinVox has shown us what the future of voice mail looks like with it’s speech to text product. I’m surprised that none of the big UK mobile operators has yet embedded SpinVox in their propositions, so I hope 2009 will be the year that one of the operators decides to differentiate their voice mail from their competitors. Inevitably pricing will be pivotal here so I hope everyone’s sharpening their pencils!

Lastly I’m going to mention Evernote. Evernote is now my preferred repository for notes and anything I want to remember in the future. I’d like to see Evernote implement greater consistency in functionality and the user interface across the various versions.

So guys, a few ideas and now it’s over to you!

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Jonathan’s also at Sevendotzero.

For the trip I put a MAXroam SIM in one of my handsets, so instead of paying 25p to send a SMS, MAXroam’s rate was about 17p (MAXroam’s tariff is priced in Euros). Now that the EU has pushed down the cost of voice calls, the MAXroam rate for voice is similar to regular roaming rates but I’m guessing there will be some changes there soon. However outside the EU where roaming rates are (apparently!) subject to market forces, MAXroam is much cheaper, 42p per minute to call a UK landline from the USA compared to 120p roaming via my UK operator.

DeFi Mobile is very cost effective for roaming because its flat rate tariff covers all your calls wherever you are worldwide. A single monthly fee of £23 covers all outbound and inbound calls worldwide, so the additional cost of using DeFi in Budapest was zero. The hotel where the conference was held had excellent DeFi coverage so I was able to use DeFi for almost all my calls. With my regular mobile number forwarded to my DeFi London 020 number I also avoided charges for receiving calls. Working on the basis that I made about 3 hours of calls back to the UK; if I’d used my UK SIM the cost would have been £45. Using DeFi, the additional cost was zero (included in my existing monthly service charge). And that’s not including the saving on calls I received.

What I like about new operators like MAXroam and DeFi is their ability to innovate and offer additional services that add real value to their proposition. Both MAXroam and DeFi offer the ability to add local in-country virtual numbers to your account. As my trip was only for a few days I hadn’t added a Budapest number to either account, however while I was in Budapest I mentioned on Twitter that I was using MAXroam and received a message from Pat Phelan, CEO at MAXroam, asking if I’d like a local number to give out while I was there. Within five minutes it was working (probably less, actually!). Very powerful to be able to simply and easily create a local presence in the locations you’re travelling to for your contacts there to reach you on. MAXroam offers up to 50 additional numbers per SIM card covering 52 different countries so there’s plenty of scope there! Plus, Pat is clearly a top man who goes out of his way to help his customers. This episode also shows the power of Twitter as a medium for communicating with customers and contacts.

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Jonathan’s also at Sevendotzero.

Voxbone provides iNum numbers to service providers who make them available to customers as part of their own service offering. An example here is Iotum’s Calliflower conferencing service which is offering iNum access on their premium service. Other early partners include Truphone, Gizmo5, Rebtel and Voxeo.

iNum pricing is an interesting area. Calls between iNum service providers are free of charge, whereas calls from outside the iNum community will incur a small charge from Voxbone, which will be reflected in the cost of calling an iNum from a mobile or landline. Voxbone expects calls from outside the iNum community to cost no more than a local call. Voxbone provides service providers with iNums free of charge and the service providers choose what they charge customers for an iNum.

Voxbone are in the process of negotiating access deals with operators worldwide to ensure it’s easy to call an iNum. At the present time this is still somewhat limited so if you pick up your mobile you won’t be able to reach an iNum direct. Voxbone’s short term fix for this is to have local access numbers around the world that allow an iNum to be reached via a two stage dial process. So in the UK I can call 020 3355 6363 and enter the iNum number I want to reach. Not particularly user friendly but a good short term fix to provide ubiquitous access.

The big challenge for Voxbone is to gain recognition of 883 as the iNum global ‘country code’. iNum’s target customers will often be international travellers with a good understanding of technology who will be receptive to this type of product. Voxbone also has plans for an iNum global directory service to make it easier for iNum users to connect with each other. As more service providers come on stream this will also help to raise the 883 profile.

I’ve been testing out a couple of iNum numbers from providers who are among Voxbone’s launch partners. Calls between a single service provider’s numbers, between two service providers and from the PSTN using a local access number are all working well and call quality is great.

At the moment iNum is a voice only product which may limit its appeal to potential users as most of us already have enough phone numbers for people to reach us on! However Voxbone plans to add SMS, video and presence to iNum and these features will start to add real value to the iNum concept and differentiate it from other contact media.

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Jonathan’s also at Sevendotzero.

There are lots of neat mobile VoIP services out in the market – two of my favourites are Truphone and DeFi mobile because of the way they embed themselves into a Nokia S60 handset, provide an additional phone number and just work where there’s WiFi. However one provider that I’ve been taking another look at is Rebtel. Rebtel is aimed at people who call abroad using their mobiles (Rebtel does work just as well from landlines) and (not surprisingly!) don’t want to pay the extortionate rates charged by the mobile operators. Whilst Rebtel uses VoIP to carry the international leg of the call, the call to the local Rebtel number is made using your regular mobile minutes. Rebtel’s killer feature is that it works on any mobile phone; no software to install, no SIM cards to swap over. This can be a five quid or a five hundred quid handset – Rebtel just works.

There are several different ways to use Rebtel. First you need to set up an account online and add some credit. At a simple level, for ad hoc international calls, you call the local Rebtel operator number and follow the IVR. This is Rebtel ‘double dial’. However the easiest way to use Rebtel is via ‘direct call’. Login to your account and enter the phone number of a friend or colleague who lives abroad. Rebtel then provides you with a permanent virtual number for your friend. So if I want to call Annie in Australia, I’m given a local UK number to use instead of her Australian number. I save the local number in my phone and use this to call Annie in the future. Cost is zero to my mobile operator (for me) because the call comes out of inclusive minutes, plus £0.013 per minute to Rebtel. I could also make this call for free (assuming inclusive mobile minutes), using ‘smart call’, by asking Annie to call me back on the local Australian number displayed on her handset while I stay on the line. Not quite as seamless but a way to save even more money.

Rebtel has just launched ‘collect call’. If I, as a Rebtel user, call someone who isn’t on Rebtel, they will see a local number displayed on their phone. They can then use that local number to call me back on in the future and I pick up a small call charge from Rebtel. The online account management system lets you manage the settings for ‘collect call’ so you can choose whether to accept or decline calls.

Rebtel accounts and numbers can also be managed via SMS and mobile.rebtel.com.

Rebtel has just launched a great promotion – up to 50 percent off call rates to 23 countries around the world for the next 30 days. A nice gesture in these financially challenging times.

Never one to stand still, Rebtel has been taking a look at the iPhone and will have a Rebtel application in the iPhone AppStore in the next couple of months. They aren’t saying too much about it yet but sounds like one to watch out for. Knowing Apple’s somewhat ambiguous view of VoIP this’ll be interesting!

You can also follow Rebtel on Twitter http://twitter.com/_rebtel

In case you’re wondering, I’m told that Rebtel is a corruption of Rebel Telecom, a fitting name for a market disrupting service provider!

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Jonathan’s also at Sevendotzero.

New service providers in the market are starting to provide a glimpse of what true convergence can deliver and this is starting to simplify tariffs. The distinction between fixed and mobile communications is becoming increasingly blurred in the market, with VoIP allowing service providers to offer simple inclusive tariffs as a key part of the customer value proposition. The simplicity of these propositions allows them to be offered to customers worldwide and not just within narrow territorial boundaries.

From a customer perspective, choice of tariffs is a balance between giving the customer the choice to identify the most appropriate tariff for their needs and confusing the customer through too much choice. Whilst per call charging may suit the occasional user, heavier users want certainty and predictability in their bills. A flat rate monthly charge that covers all calls to landline and mobile numbers worldwide is the most desirable tariff for heavy users (unlimited calls would of course be subject to a fair use policy).

The options for flat rate models can include worldwide, in-country or in-region, e.g. Europe. Including mobile calls in the flat rate tariff is desirable because for many customers, mobile numbers make up a significant proportion of their calls and without mobile numbers the element of certainty is lost.

An innovative approach to tariffs allows the customer to build their own package based on selecting the options they require. The selected options generate a monthly charge specific to that user. For example, a customer could select flat rate calls within the UK, plus flat rate calls to the US, plus data, plus three geographic inbound numbers for the UK, USA East Coast and USA West Coast. This puts the customer in control of their own service package and therefore charges. The customer sees the value from a service tailored to their own requirements and for the service provider it provides the opportunity to increase ARPU by offering the customer additional services which can be added to their base tariff.

Whilst the economics of the VoIP market are different to the cellular mobile market, we are starting to see tariffs from the new service providers that are not ‘designed to confuse’. What we need now is for a mobile operator to take the plunge …

The ultimate test for any tariff is to test it against the customer experience. Is it simple? Will the customer understand what charges they will incur? Does it give the customer certainty and predictability in their expenditure? For an example of how not to do it look at charging for data by the MB. What does a MB mean to a customer? Nothing!

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Jonathan’s also at Sevendotzero.

When I bought my last handset I took the view that what I actually wanted was a communications device. I wanted to be able to make calls, text, email, and access social networking services easily and seamlessly. Anything else would be useful – but a device that did the comms piece well was essential. I went for the Nokia E51, despite it not being available on a consumer tariff, because it’s designed for communication. It gives me:

• 3G/GSM voice – Speaks for itself, obviously, and on my handset is ably supported by SpinVox for voice message delivery by SMS.
• WiFi & VoIP – DeFi and Truphone are essential to me for cost effective and quality mobile coverage at home as well as in WiFi hotspots elsewhere. DeFi also gives me a London number on my mobile so people can call me at lower rates.
• SMS – SMS has been a key communication method for me ever since I started sending messages via foreign operator SMSC’s back in 1994 to get around the lack of operator interconnection in the UK at the time.
• Email – The Nokia Email service delivers copies of my messages to the handset home screen for easy reference.
• Web access – The principle communication requirement here is Twitter. A flat rate data tariff is essential to provide certainty of expenditure.
• Nokia E Series ‘Active standby’ mode – Displays essential information on the home screen, for example both my SMS and my email inboxes are displayed concurrently.
• Excellent form factor – The E51 is a very slim handset that slips comfortably into a shirt pocket, unlike the bigger N and E Series devices.
• Great keypad – Proper keys in the right places!

So what about the stuff that’s missing from the E51?

• High-end camera – I don’t need a mobile camera for capturing high quality images. I use the E51 camera for snapping photos of stuff I need to remember and sending a copy to Evernote via Shozu. When I want high quality images I use a pocket size Nikon that has done the job well for several years now.
• GPS – I’ve tried satnav via Nokia handsets using Google Maps or Nokia Maps and they don’t come close to my TomTom. The TomTom has a screen you can actually read in the car (surprisingly useful!), simple setup via the touch screen and can be used by others in the family.
• Music – I don’t listen to a great of music but the E51 player is fine when I need it, although for sheer style you still can’t beat an iPod!

I suspect my next device will have a decent camera and GPS, if only because these will increasingly be standard features in quality handsets, but for now my E51 does the job!

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Jonathan’s also at Sevendotzero.

Dell Video Chat offers free video calling to other Video Chat and SightSpeed users, plus regular phone calls to anyone and instant messaging to other Video Chat users. I’m using Video Chat with a Logitech QuickCam S5500 and the video quality is fantastic – much better than I expected from my past experience of using video calling. Multi-party chats are also available for $9.95 per month.

A neat feature is the ability to record a video message and send it to someone who isn’t online or doesn’t have Dell Video Chat installed. The recipient receives an email with a link where they can watch the video and also sign up for Video Chat. This is a nice feature for families who want to send impromptu video messages to each other.

As you’d expect, Video Chat offers the usual functionality to tune your video and sound settings plus the option to select different transmission speeds based on your Internet connection. There’s also a test call function to check you can communicate okay with the far end. Invoking ‘Control-S’ during a call brings up a statistics windows so you can compare your transmission speeds with the other party and monitor CPU usage and latency.

Whilst video calling to another Dell Video Chat user is free, making regular phone calls is chargeable and you need to top up your account with a minimum of $10.

The decision to use Dell Video Chat instead of other video calling products probably comes down to one of quality against ubiquity. If quality is important then Video Chat is well worth installing but you need to persuade your contacts to do the same. In the past I’ve not been a big fan of video calling because it’s always seemed a bit flaky but using Dell Video Chat a few times has inspired me to think again about when it would be useful. Now I need to persuade a few people to think likewise and download it!

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Jonathan’s also at Sevendotzero.

Last month I wrote about a new mobile VoIP service, DeFi. I’ve been using DeFi for a couple of weeks now, initially on my Nokia E65 and now on my E51, and it’s proving to be an excellent mobile VoIP service, both in terms of call quality and functionality. As with any VoIP service the odd call experiences quality issues but that could be down to any one of a number of reasons. In any event the quality is better and more consistent than the flaky cellular coverage I get at home.

The DeFi number you are allocated at signup is a geographical number in the country of your choice – I have a UK 020 London number. This is great because it’s cheaper for people to call than a mobile number. DeFi passes full CLI so people I’m calling see my 020 CLI. Occasionally I have seen ‘international’ appear on an inbound call but I’m told that is an issue with a specific carrier that will be fixed shortly. In addition to my main number I’ve added two additional inbound virtual numbers, including a US number.

One of the most striking features of DeFi is the tariff structure. For $40 (or £23) the Global Access tariff provides unlimited calls from any country to any country, subject to a fair use policy of 3000 minutes a month. Here in the UK this includes landline and mobile numbers, plus numbers to 08 destinations like 0800, 0845 and 0870. This is the first time I’ve seen these destinations included in a fixed price bundle and emphasises the value behind the pricing. Also included in the tariff is WiFi access via an increasing number of commercial hotspots, for both calls and Internet access from your handset. DeFi is in the midst of signing agreements with a number of networks and so far I’ve used my handset out and about in London. The only additional charge is for the virtual numbers which are part of the Global Access Plus tariff and add $10 to the monthly charge.

At the present time there is no support for SMS. This is in the roadmap and both inbound and outbound SMS will be supported on the geographical DeFi number – mobile SMS on a London number is a neat twist! SMS support will also include voicemail alerts, which are currently delivered via email. Voice messages can be received as WAV file attachments, accessed via the DeFi ‘My Account’ portal or by dialling into your mailbox.

Initially I had a few issues with specific UK 08 number sub-ranges not connecting but these were fixed very quickly after raising a fault ticket. Customer support is always very responsive, with answers to queries received with a matter of hours.

Some of the terms used in the voicemail menus need to change for the UK, for example ‘pound key’ need to be replaced with ‘hash key’. These will are due to be fixed in a UK localisation upgrade to the system shortly.

Your DeFi account is managed via the ‘My Account’ portal. This is where you manage aspects of your service like voicemail settings, simultaneous ring, call forwarding, call waiting and check your call history. Simultaneous ring is my favourite feature and I’ve set it to ring my DeFi handset, another mobile and my home office landline so I can answer the call wherever convenient.

Although WiFi doesn’t offer the convenience of 3G/GSM for ubiquitous coverage, the cost benefits of a service like DeFi, both for calling from your home or office and when out and about, particularly when roaming, certainly make it a worthy addition to the mobile toolbox!

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Jonathan’s also at Sevendotzero.

.tel is a new top level domain from Telnic that is currently in beta. What makes .tel unique is that it maps domains to contact information stored directly in the DNS. Telnic, the .tel registry operator, describes it:

The .tel is a new TLD dedicated exclusively to communications that enables people and businesses to store, update and publish contact information, web links and keywords directly in the DNS under a unique domain name.

When I discovered .tel it was one of those eureka moments. The ability to have all my contact methods available in one place, with appropriate access restrictions, is exactly what I’ve been missing. In the past I’ve tried hard to simplify my contact data. I started using personal numbers (one number for life) when they launched in the early 90′s, which helped a bit. However in reality I don’t want one number. I want to separate personal & business calls. I want both landline and mobile numbers because it’s cheaper for the family and friends to call a landline and I don’t always want to take calls on my mobile. With developments in technology I now want to give my contacts access to lots of different methods of contact – my home number, my business number, my personal email, my business email, my Skype ID, my Twitter ID, my Truphone number, my DeFi number – so they can choose the most convenient contact method for them. But how do I make the different contact methods available? And vary availability to segments of my network of friends, family, business contacts etc? In the past I would give them one or two of what seemed to me the most appropriate contact methods. But that meant second guessing how they wanted to contact me – not ideal. We are still a long way from a converged world where technology determines how best to connect you to the other party, so access to a directory of different methods is very powerful.

.tel is device independent and the directory information can be speedily accessed from any web enabled device. You maintain full ownership of your data because it is stored under your domain name and not entrusted to a third party. The contact information is ‘live’ in that it can be changed in real time. Multiple profiles will be available by launch that will allow you to display different contact data depending on where you are and the time of day, e.g. home, office, in transit. A simple method of password access will allow certain types of data to be only available to a specific group or individual; so you could make more information available to your family than you would to business colleagues. Keywords can also be added to your profile for search engine optimisation. With .tel there is no need to build, manage or host a website to make your data available – that’s handled by Telnic.

The developer site is now live at http://dev.telnic.org to help third parties integrate with .tel.

I’ve been offered the opportunity to try out jonathanjensen.tel in advance of the launch so I can review it and talk about my thoughts on it. If you want to be part of Telnic’s upcoming beta program and get a ‘name.vip.tel’ test domain to play around with, you can email vip@telnic.org to get on the list.

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Jonathan’s also at Sevendotzero.

I used to keep odd notes in Outlook as it meant they were available on both my PC and my BlackBerry. However, using Outlook meant they were only available on one PC and one mobile device; not on my Nokia E51 or my other PCs. A few months ago I started using Evernote as the main repository for my notes. Evernote is browser based so can be accessed from any PC or mobile phone that has a browser. As well as the browser version there are local clients for Windows, Mac, Windows Mobile and iPhone. The browser version works well and is my preferred access method on my PCs and my mobiles. Compatibility with Google Chrome was added recently.

So how does Evernote work? I like the description from Evernote’s developers:

Evernote allows you to easily capture information in any environment using whatever device or platform you find most convenient, and makes this information accessible and searchable at any time, from anywhere.

After creating notes you can assign them category tags via a simple drag & drop process. All notes are content searchable and this includes scanned images and photos, which is very neat. The web clipper feature allows any web page to be saved as a note for future reference – simpler than hunting through bookmarks. Evernote also provides a unique email address you can email notes or forward emails to. This is great for quickly dumping stuff into Evernote from anywhere.

The simple provision of an email address to each Evernote account provides some neat functionality when combined with other products. I’ve set up Evernote as the default destination for uploading photos from my Nokia E51 – when I see something, for example a book that I want to remember in the future, I snap a photo of it & it’s automatically sent to my Evernote folder. When someone leaves me a voice message via SpinVox, a copy of the message is automatically emailed to my Evernote account. When I think of something I might want to blog about in the future I email or drop a note into Evernote for future reference. Using SpinVox Memo I can record simple messages via my phone when I’m out and have a transcribed copy of the message in my Evernote folder next time I open it.

Evernote is a great place to store my ever increasing collection of PDFs – user guides, data sheets and other random documents that seem to appear! Plus, Evernote will search the PDF contents. Just drag and drop the PDFs into Evernote.

Evernote comes in two versions – a free version that allows up to 40MB of data a month to be uploaded and a premium version that costs $5 a month and has a monthly limit of 500MB. This is a nice example of the freemium model in action. So far I’ve found the free version more than adequate.

Is there anything missing from Evernote? One issue I’ve found is that when notes are imported in HTML it can be impossible to remove formatting, like double spacing, from them. The only workaround is to copy and paste into a text editor and back. I’d like to see the ability to highlight text in a note and remove all formatting.

The uses of Evernote are endless and there are more ideas on the website. This video is a good introduction to Evernote.

If you already use Evernote, have you discovered any neat tricks you can share?

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Jonathan’s also at Sevendotzero.

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