Today, GrandCentral announced a new community-wide service designed to fight annoying telemarketers and other phone spam agents. The PhoneSpam filter lets both visitors and GrandCentral users report unwanted callers to a community list at http://www.grandcentral.com/stopphonespam. Once the number is confirmed, it is added to the PhoneSpam filter. For GrandCentral users who have the spam filter enabled, calls from any of these numbers are automatically sent to the spam voicemail folder.

To avoid malicious abuse, I’m assume that “confirming” the number means GrandCentral does a manual check to make sure the number is a legitimately annoying one.

In an article this week on TMCnet, the research firm TeleGeography reported that US subscribers using VOIP services rose 18 percent in the last quarter to 18.2 million with Vonage being the largest provider with 1.95 million subscribers. Why are they still the biggest?  Massive media campaigns on the web, TV, radio, and sporting events helps…a lot. And don’t forget the catchy jingle and celebrity endorsements. But all that stuff just gets the consumer to the web site (retail sales excluded). What happens after that?

Of course once the consumer turns into a subscriber, keeping them is a whole other story. This blog, as well as many others, has touched on what appears to be widespread customer service problems. In fact, I still get responses to a post back in September on the runaround I received when I wanted to cancel my Vonage service. And my story wasn’t even one of the crazier ones. (Check out Tom Keating.)

Since cancelling Vonage in August, I’ve been keeping busy blogging about the a wave of emerging voice over Internet services. I haven’t applied for any other national broadband phone service, like Primus or Shaw Digital Phone, in my area. I’m happy trying various softphones and of course my PhoneGnome.

But, I decided to take a fresh look at the Vonage web site and see if they are doing anything differently. In my opinion, for all their faults once they’ve got you, Vonage does a lot that’s right.

1) Clear description of services/plans above the fold, with enough text to explain what the plan is all about without clicking 

2) Site navigation is SIMPLE: tabs to products, services, availability and features are clearly identified

3) Upfront explanation of device bundles, including what’s free, what’s extra, and information to help figure out which device is right for me 

4) Special promotions, deals, and other creatives are below the bread and butter products. This is important (I think). To me this says that our products are the most important thing we have to offer, not the limited time sweet deal.

Packet8, Lingo or SunRocket just don’t communicate as well. These three providers all had the basic residential and business plan info above the fold, but I found it took more clicks and more reading to find the additional information I needed. Comcast Digital Voice was the most annoying. Perhaps because they are basically an entertainment company, they feel they have to “entertain” me while selling phone service. A whole bunch of flash nonsense. Stupid. And they won’t tell me anything about their products/services until I tell them my address and zip code.

I guess my point, to make a long story even longer, is for emerging products and services to learn a few lessons here. Speak clearly to your audience. Communicate your product and services upfront. Explain what’s included (device bundles, software) and what’s extra BEFORE the sign up process. I don’t want to see a small asterisk footnote that says the service works with the purchase of $75 VOIP adaptor right at the very end. And finally, don’t hide behind walls of flash animation and annoying forms that make users type a bunch of stuff.

It’s been about a year since I bought my Dell Inspiron 6000 laptop and I’ve really loved it, except for one little thing that’s become a big annoying problem. When I have a headset plugged in, I quite often hear squealch-like static that renders the conversation inaudible. Calls I’ve had on SightSpeed and Skype have been plagued by this problem, and until now I always put it down to cheap headset hardware. Instead it turns out to be a Dell design flaw.  My searches on the Dell forums indicate that it’s been more than just me experiencing this static and the culprit seems to be a wonky bit of wiring in the headset jack.

So, I’ve broke up with analog headsets  forever and purchased a Plantronics DSP-400 folding USB headset. So far so good. It’s a wired headset and costs about $100.

Some wireless headsets worth a look if you’re having a similiar Dell moment is the Plantronics CS-50 USB Wireless Headset, Plantronics Voyager 510 Bluetooth Headset, or the Plantronics Audio 910 Bluetooth headset. All are pricey but going wireless may be worth it.

The intrepid Tom Keating reviews two headsets here:

http://blog.tmcnet.com/blog/tom-keating/gadgets/plantronics-voyager-510usb-bluetooth-headset-review.asp

http://blog.tmcnet.com/blog/tom-keating/headsets/plantronics-audio-910-headset.asp

I’ve been reading this week about NECs VOIP Seal anti-spam tool. VOIP Seal can detect if a call is computer generated and block it based on voice patterns. Alec Saunders also touched on it and pointed out that iotum is already anticipating the need for SPAM blocking with simple call screen capabity. GrandCentral does the same; they’ve got a SPAM registry where you can nominate the worse offenders so that everyone can block their caller IDs.

While I’m sure we’ll be hearing much more about the woes of phone SPAM in the future, I hope it’s something we won’t look back on and think, “If only we had done something back then…” In today’s report on M&C Tech News, they report the following statement from NEC:

“the existing infrastructure for producing spam e-mails (so called “botnets”) can easily be modified to also produce spam telephone calls. Today, the number of spam emails is higher than the number of regular emails produced jointly by all of the users in the internet. If unsolicited marketing and spam calls become as frequent as spam email, constantly-ringing VoIP phones may hinder the spread of their use.”

Alec talks about receiving annoying SPAM calls at the iotum office and we fielded one today at our house. A computer generated “Win a free trip” thing.

I’d be interested to hear from you if you’ve been getting spammed more than usual.

Let me know!