Communications service providers (CSPs) are faced with declining revenues from users that are demanding more and more capacity. CSPs therefore need to change the business model and find news ways of generating revenue. Antti Koskela says utilising their data intelligently could be an answer
When it comes to BSS, there are storm forecasts ahead as technological changes affect CSPs’ operations and they offer a more complex and far wider range of services. Robert Machin explores the extent to which existing systems can weather the storm.
CSPs: It’s time for a new assurance paradigm that drives substantial increases in customer satisfaction and addresses the pain caused by the mobile broadband explosion, writes Edoardo Rizzi
CEM, when supported by big data correlated from multiple OSS/BSS, provides the tantalising prospect of achieving both efficiencies and savings as well as an improved capability to differentiate with customer care
The combination of new devices and operating systems coming to market, LTE rollouts happening at speed and the ever-increasing demand for rich and exciting subscriber services, presents a multitude of challenges for customer care teams. Here, Freddie Kavanagh explores the challenges facing CSPs, and discusses how the smart use of data can unify a CSP’s various organisations around the central goal of ensuring that both individual subscribers and corporate account customers remain satisfied, engaged and loyal
For CSPs to remain competitive in the current tough economic climate, the ability to create a desirable user experience that will win new customers, and then retain them, is a critical market differentiator, writes Moritz Zimmermann
Over the top (OTT) has been the monster in the closet of the telecoms industry for the last couple of years. CSPs face the choice of either beating them or joining but there is a third way in optimising the user experience, writes Rob Chimsky
Should incident management be subscriber-centric or network-centric? CSPs face a stark choice in which nobody wins if they allow themselves to be dragged into becoming either subscriber or network centric. They really need to become both, otherwise the choice they face is whether they prefer to be blind in their left or their right eye, writes Lars Moltsen
Gone are the days when consumers – generally complacent – would stick with brands as long as those brands remained good enough. CSPs therefore are raising their game when it comes to customer experience management, writes Yariv Geller.
CSPs generate terabits of data across their networks but without the means to extract, correlate, analyse, troubleshoot, report and deliver this actionable intelligence to multiple types of users, it is of no value. Historically, the CSP business has been infrastructure-centric but, because of the pressures CSPs face with renewed competition from OTT providers, commoditisation of their traditional service revenues and constrained access to resources, they are now moving to a customercentric approach in order to provide a demonstrably better experience than their best effort rivals.
Recent discussions about 4G have shifted from focusing on technology to how to monetise that technology. CSPs now need to recover the billions of capex they have sunk into 4G, writes Jim DeMarco
Data is changing billing and charging systems. It’s changing their design, their architecture and, most importantly, what CSPs are using these once-back-office-systems for. No longer are they just platforms to collect money, they also provide CSPs the tools to make money, writes Martin Morgan.