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11 December, 2018
Doron Youngerwood, a product marketing manager at Amdocs, sees communications service providers (CSPs) engaging with machine learning and artificial intelligence (AI) with an initial goal of improving customer experience. However, this is the foundation work for automated, self-healing services, he tells VanillaPlus managing editor, George Malim
07 December, 2018
Ericsson has issued a statement apologising to its customers and customers’ customers for causing a lengthy loss of all mobile data and some voice services yesterday. As we reported, a failure in Ericsson software deployed by O2 UK and SoftBank in Japan led to a day-long service outage on Thursday, December 6th.
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07 December, 2018
WEEK IN TELCO IT – Mainstream media outlets have been dominated in the last 24 hours by two telecoms-related news stories. As Jeremy Cowan reports, the China-based network systems giant, Huawei is demanding the release from detention in Canada of its CFO. Meanwhile, UK network operator O2, (more…)
There’s something oddly paradoxical about being so reliant on our mobile phones whilst still taking them for granted. Research in 2016 found that 90% of undergraduates suffered from phantom vibration syndrome; we’re reflexively responding to phones that aren’t even ringing, presuming connectivity without a second thought. They are always there, and we are always connected, writes Mick Goulding, the head of business development at Vilicom.
04 December, 2018
As customer expectations drive demand for round-the-clock service and near-immediate response times, businesses have understandably sought to automate their customer communication offerings wherever possible, writes Omar Javaid, the chief product officer at Vonage.
21 November, 2018
We all know what happens when there’s a monopoly. Regardless of industry or product, consumers have limited – or no – choice, and end up paying whatever the suppliers in the monopoly dictate, writes Nick Johnson, the chief executive of Evolving Networks.
15 November, 2018
The rapid explosion of over-the-top (OTT) services has forever changed the business model of mobile operators globally, writes John English, the director of marketing for service provider solutions at NETSCOUT.
08 November, 2018
Go back little more than a decade and most contact centres followed the traditional model of being office-based with headphone-wearing operators packed together like battery hens answering fixed line phone calls on weekdays between 9-5, writes Jeremy Payne, the international vice president of marketing at Enghouse Interactive.
25 October, 2018
Mobile carriers in emerging and developed markets might operate in very different market conditions but the challenges they face are remarkably similar: stagnating subscriber growth, squeezed profit margins and a commoditization of services, writes Albrecht von der Recke, the founder and COO of fonYou.
23 October, 2018
In the fourth and final instalment of a series of articles in advance of this year’s Broadband World Forum, Niall Hunt, the digital content lead for the event, explores how preparations for 5G are progressing, this time focusing on the impact of 5G on fixed line operators.
