Ericsson Acquires Fabrix Systems

The distinctions between TV and mobile services continues to merge and in many cases that occurs in the cloud.

That’s the logic behind Ericsson’s planned $95 million acquisition of Fabrix Systems, which sells a cloud-based platform for delivering DVR (digital video recorder), video on demand and other services.

The acquisition is intended to help service providers deliver what Ericsson calls TV Anywhere, for viewing on multiple devices with high-quality and relevant content for each user. Cable operators, telecommunications carriers and other service providers are seeing rapid growth in video streaming and want to reach consumers on multiple screens. That content increasingly is hosted in cloud data centers and delivered via Internet Protocol networks.

Fabrix, which has 103 employees in the U.S. and Israel, sells an integrated platform for media storage, processing and delivery. Ericsson said the acquisition will make new services possible on Ericsson MediaFirst and Mediaroom as well as other TV platforms.

Stockholm-based Ericsson expects the deal to close in the fourth quarter. Fabrix Systems will become part of Ericsson’s Business Unit Support Solutions.

Other players usually associated with data networks are also moving into the once-specialized realm of TV. At last year’s CES, Cisco Systems introduced Videoscape Unity, a system for providing unified video services across multiple screens, and at this year’s show it unveiled Videoscape Cloud, an OpenStack-based video delivery platform that can be run on service providers’ cloud infrastructure instead of on specialized hardware.

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Support Calls To Help Desks Are On The Rise

At a time when technology is supposed to be getting simpler, less complex and easier to manage, more people are calling help desks for assistance than ever before, according to a new report. That’s one of the findings that HDI, formerly known as the Help Desk Institute, revealed in its recently released 2010 study of help desk trends.

What HDI found is that the number of incidents reported to help desks via chat, e-mail, telephone, self-help systems, social media, the Web and walk-ins is rising, with 67% of all help desk operations experiencing increases in 2010. That’s roughly the same percentage who reported an increase in 2009.

In recent years, many organizations have moved to centralize their help desk operations and establish a single point of contact for workers, said Roy Atkinson, an analyst at HDI, whose members represent a help desk community of about 50,000 people.

Those centralization efforts have improved incident data collection, which helps to explain the spike in reports. Moreover, creating a single point of contact, and offering multiple ways for people to reach the help desk, encourages users to seek assistance, Atkinson said.

While centralization and better record-keeping may explain much of the increase in reported calls, it doesn’t completely explain it. Atkinson said another part of the explanation could be the fact that IT complexity is actually increasing, especially as users seek to connect multiple devices, including mobile phones, tablets and laptops to corporate networks. Read More…….