'CENTER'에 해당되는 글 3건

  1. 2009.02.17 Space: Insurance's New Frontier by CEOinIRVINE
  2. 2008.12.12 The Bangalore Backlash: Call Centers Return to U.S. by CEOinIRVINE
  3. 2008.12.10 Microsoft opens Swiss R&D center for Voice-over-IP by CEOinIRVINE

Satellite collision highlights risks in a sector that currently has little financial risk protection.

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Imagine an object the size of a pea with the potential to destroy a satellite, and you'll get a sense of the potential new risks posed by Wednesday's collision of an Iridium satellite with an inactive Russian military satellite.

The scale of the damage is still being assessed, but so far the U.S. Joint Space Operations Center has identified 600 pieces of debris greater than the size of a tennis ball that were thrown off in the crash (pieces smaller than that are untrackable). Traveling at around 5.0 miles a second, an object much smaller could do a lot of damage, particularly when colliding with one coming from the opposite direction at a similar speed.

"The issue of debris has been hugely underestimated for a long time," said Sima Adhya, senior technical officer at risk analysis firm Sciemus. "It’s a massive problem that the space industry needs to get a grip on."

"There was an incident where a speck of paint chipped the windscreen of a spacecraft," David Wade, space underwriter at Atrium Space Insurance in London, told Forbes.

Most commercial insured satellites operate in geosynchronous orbit, around 22,400 miles above the Earth, where there is hardly any debris, and onboard control ensures that collision risks are small. For these satellites, the main risks covered tend to be mechanical troubles, or a failure at launch, according to Ernst Steilen, head of space underwriting at Munich Re.

Wednesday's collision occurred much closer to Earth, at a level where the majority of satellites, belonging to research institutes or governments, aren't covered by insurance.

Underwriters have so far been unwilling to predict the impact that Wednesday's collision will have on the space insurance industry, which generates around $800.0 million a year. "It is too soon to tell if the recent collision is likely to affect insurance terms, as we do not yet understand the nature of the debris caused by the collision or the ultimate orbit of that debris," said Jeff Cassidy, chief operating officer of specialist insurer Global Aerospace "We will continue to base every policy on its individual risk characteristics and any risk of damage from debris of any origin is just one of the risks faced by in-orbit satellites."

Munich Re's Steilen agrees that the collision, if it remains a one off and doesn’t result in massive losses, is unlikely to have any immediate impact on the industry. "We have had a reminder of what can happened and will be tracking it closely in the future."

The satellite, belonging to Iridium Satellite LLC, collided with the Russian satellite about 500 miles above Siberia, around midday Eastern Standard Time on Wednesday. With increasing demand for satellite coverage for industry from shipping and mining, to Web sites such as Google Maps, lower space orbits are gradually becoming more crowded.



Posted by CEOinIRVINE
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If you prefer a customer service agent who speaks "American," then computer maker Dell has a deal for you.

Catering to consumers put off by the accents of Bangalore, Manila and other call-center hubs around the globe, Dell will guarantee -- for a price -- that the person who picks up the phone on a support call will be, as company ads mention in bold text, "based in North America."

The Your Tech Team service, with agents in the United States, costs $12.95 a month for customers with a Dell account, or $99 a year for people who buy a new computer. It also promises that wait times will average two minutes or less. Without the upgrade, a customer is likely to get technical help from someone in India, the Philippines or the other places where Dell has operators.

By charging customers extra for a North American voice, Dell's program represents a novel strategy for easing the strains of globalization while maintaining profit, industry officials said.

Occasionally, "we've heard from customers that it's hard to understand a particular accent and that they couldn't understand the instructions they were getting," said Dell spokesman Bob Kaufman. "This illustrates Dell's commitment to customer choice."

Complaints about customer service agents based in other countries are an everyday phenomenon across several industries. For many U.S. consumers, the diverse accents that come across customer service lines constitute one of the most pervasive reminders of globalization and the offshoring of jobs. That can make personnel in the call center targets for American anger.

Companies can save 50 to 75 percent on their call centers by putting them overseas, according to industry analysts.

But getting a customer service agent with whom it is easy to communicate ought to be a service that is provided gratis, some industry analysts said.

"Most people in the customer service world believe that if you have sold me a product, then support for that product should be free," said Lyn Kramer, managing director of Kramer and Associates, a call-center consultancy.

Jitterbug, a cellphone company that markets to older Americans, similarly boasts in ads that its operators are in the United States, but it does not charge extra to speak to them. The company's television spots advertise "U.S. based customer service" and show a headset draped in an American flag.

"You'd be amazed how many customers ask, 'Where are you based?' " said David Inns, Jitterbug's chief executive. "The response we get when we say, 'We're in Auburn Hills, Michigan, ma'am,' -- well, they love it."

Although airlines, banks and some retailers have overseas call centers, computer makers have been particularly apt to put call centers in foreign countries. According to an online survey conducted by CFI Group, more than a third of respondents who recently made a call for computer support reported that the person they reached was outside the United States.


Posted by CEOinIRVINE
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Microsoft said Tuesday it has opened a new research center in Switzerland to develop internet telephony software, also known as Voice-over-IP.

The U.S. tech giant said the center, located in Zurich, will grow from 45 to 200 staff over the next three years.


Microsoft Corp. (nasdaq: MSFT - news - people ) said in a press release that the site complements three other centers developing communications software in Beijing, China; Hyderabad, India; and Redmond, Washington.



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