CEM

14 August, 2018

Globe’s Eclipse shares view of Amdocs customer experience collaboration

Amdocs has announced a new collaboration with Amazon Web Services to enable Globe Telecom, one of the Philippine’s largest telecommunications providers, to deliver cloud-based intelligent customer engagement. Under the multi-year service agreement, Amdocs will assist Globe in modernising its IT operations across several lines of the operator’s business. The vendor will focus on delivering enhanced customer experience across all Globe’s customer touchpoints and will introduce capabilities including artificial intelligence (AI) and machine learning (ML). Here, Rebecca Eclipse, the chief customer experience officer at Globe Telecom, provides further details of the deployment.

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06 August, 2018

Boost the customer experience from the eyes of the operator

Think back to when you opened your first bank account. Chances are, you’re still with that same bank as more people get divorced than switch bank provider, writes Brian Andrews the senior CX principal at Medallia.

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18 July, 2018

Analytics, machine learning and automation are the keys to running smarter, more efficient networks

Machine learning and artificial intelligence (AI) are two technologies that are making a huge impact on virtually every industry, writes Brendan Gill, the chief executive of OpenSignal. Smart tools are being used by organisations across the globe – within current hardware and software – to improve both the decision making and automation processes.

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11 July, 2018

Roam like at home – one year on

LTE data roaming within the EU radically increased last year, with traffic volumes over the summer up to eight times larger than the same period in 2016, writes Mikaël Schachne, the vice president of the mobile data business at BICS. The trigger? Roam like at home (RLAH).

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04 July, 2018

Humanise the customer experience with AI

It’s easy to fear for the loss of the human touch when it comes to customer experience (CX) these days, writes Ryan Lester, the director of customer engagement technologies at LogMeIn.

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07 June, 2018

Solve the service assurance complexity of 4.5G and 5G

The first pre-standard launches of 5G are due toward the end of 2018, writes Scott Sumner, the vice president of strategy at end-to-end network and application performance experts Accedian. However, standardised 5G will probably not arrive globally and at scale until 2021-2022. In the meantime, operators are upgrading their existing LTE networks to 4.5G.

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01 June, 2018

AI and the future of wholesale

Artificial intelligence (AI) is rarely far from the headlines these days. While the technology isn’t new, the hype that surrounds it has reached fever pitch – we’re constantly hearing about the latest AI-based innovation transforming its industry. Little wonder then that organisations of all stripes are rushing to implement their own AI solutions, keen to realise the benefits it promises, writes Ravi Palepu, the global head of telco solutions at Virtusa.

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23 May, 2018

Is 2018 the year of the chatbot?

Chatbots are on the rise, writes Alice Blair, the marketing manager of Engage Hub. According to an Oracle survey, around 80% of businesses will be using chatbots by 2020. That’s just two years away.

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07 May, 2018

Synchronoss Technologies agrees to acquire Dixons Carphone’s honeybee platform

Synchronoss Technologies, Inc., a global provider of cloud, messaging, digital and IoT products and platforms, has signed an agreement to acquire Dixons Carphone plc’s honeybee software business. honeybee is a provider of digital solutions designed to optimise the customer experience. (more…)

30 April, 2018

The importance of the human touch in contact centres

In an environment fuelled by technology, it is imperative to customer experience for contact centres to maintain human interaction, writes Frederic Durand, the chief executive and founder of Diabolocom.

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