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22 June, 2017
Communications service providers (CSP) today are facing multiple challenges in vying for customer loyalty, reducing costs, and staying ahead in a highly competitive business environment. Among the tools to help them achieve their strategic goals is artificial intelligence (AI). (more…)
14 June, 2017
Conversations around artificial intelligence (AI) and Virtual Reality are becoming increasingly common within the marketing arena. It’s unsurprising as these technologies are on track to fundamentally change customer service by 2020, with marketers looking to AI as a potential way to improve their customer service offering. In a recent study conducted by Oracle Marketing Cloud, 80% of the sales and marketing managers questioned already use the new technology or plan to do so by 2020. But what lies behind the hype? Sylvia Jensen, the senior director for EMEA Marketing at Oracle Marketing Cloud, explains why chatbots are so valuable and how they can help improve customer experience. (more…)
08 June, 2017
Omnichannel has dominated both strategic thinking and technology investment for the past decade. But to what end, asks Richard Farnworth, the UK country manager of Axway, who outlines the findings of recent IDC research into the importance of the ecosystem in the customer experience. (more…)
31 May, 2017
As communications service providers (CSPs) continue on the path towards digital transformation, they are finding that technology has, without a doubt, become an indispensable tool for driving customer engagement, writes Russell Palmer, the director of Communications & Media Industry Solutions, Europe at Pegasystems. (more…)
22 February, 2017
Procera Networks and Brocade have announced a system that combines Brocade’s Envision Fabric visibility product line with Procera’s eVolution Virtual Experience Probe to give mobile operators greater visibility and real-time access to deeper network, subscriber and traffic intelligence. The system has been designed in response to demand for better understanding of subscriber behaviours and how this impacts the OTT services they use. (more…)
14 February, 2017
Comptel has revealed its My Digital Moments blueprint for enabling personalised digital customer journeys to help communications service providers’ (CSPs) in their quests to improve customer experience. The blueprint includes a self-service mobile application that provides insight, engagement and control over how customers consume digital services and gives operators a direct line to offer customised and relevant digital offerings. (more…)
21 December, 2016
Enghouse Interactive has announced that systems integrator and network solutions provider, Datametrix, a wholly-owned subsidiary of Telenor Group, has selected Enghouse Interactive Contact Center: Service Provider (CCSP) as the platform for its new contact centre as-a-service (CCaaS) offering. (more…)
14 December, 2016
Amdocs has nnounced that Sunrise, the largest private service provider in Switzerland offering mobile, fixed, broadband internet and TV services, has selected to enhance its existing Amdocs customer management solution to further digitalise its call centre operations. (more…)
28 November, 2016
Comptel has launched its new Fastermind suite to deliver artificial intelligence (AI) applications for communications service providers (CSPs). The suite recommends, predicts and automates real-time decisions for best next actions enabling customer engagement automation. (more…)
17 November, 2016
Nokia has announced major updates to its Motive Customer eXperience Solutions (CXS) software portfolio, to provide communications service providers (CSPs) with advanced machine learning capabilities to reduce costs and improve customer experiences. (more…)