CEM

19 February, 2019

What does mobile app fatigue mean, and can it be stopped?

A by-product of the invention of smartphones, the mobile app ecosystem now encapsulates millions of app developers and billions of smartphone owners who use these apps every day, writes Mark Jackson, the director and industry principal for telecoms & media at Pegasystems. There was a recent period where businesses just had to be seen to have an app to curb potential concerns about alienating younger demographics, but these attitudes are beginning to wane. Up until now, app use has been increasing, but this is set to change. Is 2019 going to be the year that we see a big app shake-up that could be terminal?

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14 February, 2019

Research reveals CSPs replace prepaid base every two years

A new has revealed the hidden reality of the prepaid mobile market in developing economies, writes George Malim. Though prepaid is the dominant form of mobile connection – accounting for 71% (5.7 billion) of global mobile connections and 32% (US$265bn) in service revenues in 2018 – the study found that communications service providers (CSPs) in eight developing markets wasted US$670m last year replacing lost customers.

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23 January, 2019

Speak to me! How digital virtual assistants could open the door to AI for CSPs

The use of basic artificial intelligence (AI) in serving customers is already prevalent among communication service providers (CSPs). Typically, the technology is deployed in chatbots and automated digital workflows to help customers complete straightforward tasks, such as registering a change of address, write Luke Mills, managing director, and Stein Hanstveit, senior manager, at Accenture.

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16 January, 2019

The long and winding road to 5G begins with 4G optimisation

The close of 2018 saw the UK operator O2 leave its customers without access to 3G or 4G data connectivity for more than 24 hours. The ensuing uproar underlined the critical importance of mobile broadband to all UK consumers, writes Tony Gillick, the vice president of solutions management at Openet.

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03 January, 2019

CSPs add value to SD-WAN by achieving full QoE visibility

Quality of experience (QoE) has long been evasive for communications service providers (CSPs), especially when it comes to ensuring that the quality of service they provide matches the QoE users are subjected to, writes Michael Rezek, the vice president of business development and strategic partnerships at Accedian.

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02 January, 2019

It’s O2 so quiet – how CSPs can handle outages effectively

“We’re very sorry for Thursday’s network issues. We understand how important it is to stay connected, especially at this time of year. You’ll receive a credit for two days of your subscription by the end of January.”

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21 December, 2018

What to expect in 2019: Clue – If it’s not about 5G it’s barely being mentioned

Spoiler Alert: If you’re hoping to get through the Festive Period without any mention of 5G, look away now. And, says Jeremy Cowan, if you thought 2018 was full of 5G hype you ain’t seen nothin’ yet. We haven’t even got to #MWC19 in Barcelona yet!
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11 December, 2018

There’s nothing artificial about this intelligence

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

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07 December, 2018

Ericsson apologises for telco service failures, identifies expired software certificate as main issue

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

Huawei CFO arrested in Canada ‘at US request’, while Ericsson is blamed for O2 UK and Japan network fails

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…)