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.
Bring Your Own Device (BYOD) has changed how employees communicate and work. The challenge for CSPs and companies alike is how to apportion costs fairly and do so in a way that is flexible, accurate and non-intrusive for users, writes Mathias Liebe Today’s workforce is mobile and society and working culture has changed because of that. Users can be always-on regardless of where they’re working from and that has been one of the promises of the communications revolution. It has opened doors to flexible working hours, working from home and hot desking enabling employees to find a productive and happy work-life balance and delivering enterprises with greater productivity and employee satisfaction.
Traditional billing systems don’t have the flexibility to support marketers and that’s costing CSPs revenue and losing them opportunities to differentiate, writes Jim Dunlap What’s the number one concern for every cable operator? Soaring programming costs? Competition? Keeping up in the broadband arms race? No – It’s actually inflexible billing systems, according to a recent speech by Phil McKinney, CableLabs president and CEO, at an industry conference.
The GSMA has identified no fewer than 45 known fraud types that service providers must contend with. Fraud has always been around and the bad news is that it is likely to get worse before it gets better, write Vic Bozzo and Michael Elling