Reports & White papers

23 March, 2021

Evolution not revolution: how MNOs can be ready for a 5G future

By 2023, it’s expected that 5G will support more than one billion connections worldwide. For enterprises and subscribers, it’ll enable exciting new low latency opportunities. For mobile network operators (MNOs), it’ll unlock a raft of new revenue-generating opportunities. 5G will be truly global, with people, devices and things relying on roaming to access high quality services wherever they travel. And MNOs must be ready.

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10 November, 2020

How to thrive in the Age of The Customer

CSPs face considerable market challenges that can be addressed by a more personalised approach to their customers. There are many opportunities to innovate in this area, to introduce new services that customers will find valuable, increase the opportunity for direct contact to learn more about individual customer needs and to build trust in the CSP brand.

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18 June, 2017

Act on your intelligence: an AI roadmap for service providers

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…)

03 November, 2016

VanillaPlus Black Book 2016

As the telecoms industry continues to go through the greatest transformation since the introduction of IP technology – and possibly ever – this, the third VanillaPlus Black Book, paints a picture of an industry fully engaged in change. The analyst reports and executive interviews assembled here explore how new technologies and capabilities are creating new opportunities for communications service providers (CSPs) to create new services, new business models and new revenues. It’s an exciting time and one that is truly stretching CSPs, their network and IT teams and, by extension, their suppliers.

08 September, 2015

CEM – Can CSPs avoid a race to the bottom on price?

Our VanillaPlus CEM Insight report starts here exploring the extent to which CEM enables them to differentiate on more than price.

The Insight contains a VanillaPlus-commissioned report from analyst firm Heavy Reading and includes features and interviews to help you gain an understanding of how efficient CEM can both generate new revenue and reduce operational expenses.

31 May, 2015

Back office workforce optimisation could unleash hidden productivity and improve customer experience

The shift of power into the hands of consumers has made it imperative for organisations to improve standards of service delivery through back office workforce optimisation (BOWFO). As Frost & Sullivan says, EMEA and APAC markets trail behind North America in adopting these high-impact service delivery tools. (more…)

28 April, 2015

Survey shows mobile network operators need to invest in customer service as dissatisfaction grows

London, UK. April 28, 2015: New research from MobileSquared on behalf of Astellia, a provider of network and subscriber intelligence for mobile network operators (MNOs), has revealed that almost 50% of mobile subscribers are unhappy with the level of customer service they receive from their mobile operators. (more…)

24 March, 2015

VanillaPlus Black Book 2015

WELCOME TO THE VANILLAPLUS BLACK BOOK 2015

When we published our VanillaPlus Black Book 2014 at Mobile World Congress last year, we highlighted a series of technological and business model advances set to transform the traditional telecoms market. Many of those seeds are now sprouting, some have become strong, young saplings.

In 2015 we will continue our series of VanillaPlus Insight reports, authored by independent analysts. Topics for the rest of the year include: NFV, Bill & Charge, CEM, Policy and OTT. In addition we’ll also publish a series of business-specific supplements covering network planning and optimisation, cloud, digital TV, revenue management and assurance and the Internet of Things. We hope you enjoy this, our second, Black Book and the Insights contained within it.

01 September, 2014

CEM – Why CSPs awareness of quality sets them apart in a best-effort world

Our latest VanillaPlus Insight explores how CSPs are relying on CEM to enable them to compete in saturated markets and differentiate their propositions. The Insight contains a specially commissioned report written by Shagun Bali, an analyst for CSP IT at Ovum. She explores why CSPs now consider CEM as central to their strategies to improve retention and loyalty and drive greater efficiency and new revenue streams.

17 December, 2013

CEM Customer Care – How CSPs will use CEM to differentiate for competitive advantage

The fifth of our VanillaPlus Insights starts here with 38 pages examining how CSPs are looking to CEM to improve user satisfaction but also to run their businesses more efficiently and protect, preserve and stimulate revenues. The Insight contains a specially-commissioned analyst report written by Patrick Kelly, research director at analyst firm Analysys Mason. The […]