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Maintain visibility into the new mobile reality 15 November, 2018

Maintain visibility into the new mobile reality

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.

(more…)

It’s time to fix broken processes in the contact centre 08 November, 2018

It’s time to fix broken processes in the contact centre

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.

(more…)

Developed market lessons learned from emerging markets 25 October, 2018

Developed market lessons learned from emerging markets

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.

(more…)

What does 5G mean for fixed operators? 23 October, 2018

What does 5G mean for fixed operators?

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.

(more…)

What does 5G mean for converged operators? 22 October, 2018

What does 5G mean for converged operators?

In the third 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 and assesses the impact of 5G on converged operators.

(more…)

How the telecoms sector can connect with customers 18 October, 2018

How the telecoms sector can connect with customers

In an increasingly diverse and competitive marketplace, telecoms executives need to cut through the noise and distinguish themselves from other providers, writes Scott Logie, the customer engagement director of REaD Group. Through consumer data, key players in the industry can offer a service fit for modern consumers, engendering loyalty with tailored offers and timely communications.

(more…)

Globe brings digitisation home with Incognito Software deployment 18 October, 2018

Globe brings digitisation home with Incognito Software deployment

Having recently won a significant contract with Filipino operator Globe, David Sharpley, the chief executive of Incognito Software, talks to VanillaPlus managing editor George Malim about the deployment and how he sees operators’ needs changing as their digital transformations progress and devices proliferate in the Internet of Things (IoT) mainstream.

(more…)

CSPs still missing out on billing communications blackspot finds BriteBill survey 11 October, 2018

CSPs still missing out on billing communications blackspot finds BriteBill survey

Although only 40% of communications service provider (CSP) customers look at their bills regularly this still presents millions of customers for most providers and this channel of communication is not being maximised, writes George Malim. Billing communications remain a neglected channel according to a recent survey of 40 CSPs across EMEA, North America and Asia conducted by Omnisperience on behalf of BriteBill.

(more…)

Use predictive analytics to perfect the customer experience 27 September, 2018

Use predictive analytics to perfect the customer experience

Staying in business is increasingly a challenge for companies, let alone expanding and attracting new customers. But in today’s competitive landscape, growth and diversification is a necessity. Wisdom tells us that companies that don’t grow eventually shrink. When companies stagnate they don’t improve, while the competition does. To stay on top of their game, companies have to innovate, understand and meet customers’ needs and deliver a superior customer experience. This is where predictive analytics can help, writes Jonathan Wax, the vice president for EMEA of NICE Nexidia.

  (more…)

Mature networks place The Netherlands among 4G world leaders 20 September, 2018

Mature networks place The Netherlands among 4G world leaders

In wake of OpenSignal’s recent analysis of the 3G and 4G consumer experience on Vodafone, T-Mobile, Tele2 and KPN in the Netherlands – titled: State of Mobile Networks Netherlands, George Malim spoke to Peter Boyland, an analyst at the firm.

(more…)

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