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20 July, 2022

How to drive new levels of customer experience with Edge, IoT and Hyper-personalisation

“The message from the research is clear – edge is having a profound effect and edge and AI together are seen as driving significant new value add, especially in the area of Customer Experience.”

IoT is now rapidly evolving from its roots in cloud monitoring and reporting to extensive processing at the network edge.

This recent development of using powerful, cost-effective resources at the network edge has enabled the deployment of edge-based products that function as micro data centers. This development is hugely significant: it enables data to be processed and analysed in real time, thereby generating insightful real-time information for local management.

This real-time analysis of data may only be valuable for a short period of time, but in that time, it can drive completely new levels of customer experience.

Bob Emmerson and Robin Duke-Woolley of Beecham Research explore how companies can take advantage of today’s edge-focused business applications to maximise revenue gain and minimise revenue loss.

Register to read now!

09 June, 2022

CSP Cyber Threat Report: Keeping subscribers safe in 2022

The first quarter of the year saw Allot Secure blocking 618% more malicious URLs than the first quarter of 2021. The threat landscape is constantly changing and while there may be fluctuations in types of threats, the long-term trend is that threats are increasing.

The beginning of the year saw a rise in banking trojans. A banker trojan is a malicious computer program designed to gain access to privileged information from an online banking system. We also saw malware, a fake cryptocurrency trading scam, adware, and browser hijackers. Allot is dedicated to protecting CSPs and their customers from cyberattacks across their network and endpoints, providing a complete 360-degree approach.

This Q1 2022 Cyber Threat Report shows how European communication service providers that partner with Allot were able to block all types of cyber threats and keep their consumer subscribers safe all year long.

This report covers January 2022 – March 2022, and reviews data in 2021, covered in our previous two reports. This report also explores how attacks have changed over the past year.

Register now to read the report

30 May, 2022

How should CSPs select and design the right omnichannel solution to provide exceptional customer experiences?

In this specially commissioned analyst report, Juniper Research explores how CSPs should set the right targets when designing an omnichannel solution, and also talks about what is needed for easy integration, and how success can be measured

Flexibility in cross-channel customer journeys is becoming the new norm, as also the need for comprehensive self-care functionalities. Customers also require a high degree of personalization, that can be enabled by the integration of AI into the omnichannel business processes.

The right toolset and technology will allow CSPs to develop a solution that fits both their current and future needs and allow them to stay competitive on the market.

Register now to read the analyst report

26 January, 2022

Why Real-time decision intelligence is the future for Telco operations

Real-time decisioning intelligence is critical to telco operators’ future, as much for enabling internal efficiencies as for empowering customers to capitalise on new, 5G-related monetisation opportunities.

But the evolving customer requirements, particularly in light of IoT and massive machine-to-machine (M2M) communications, means that telcos are increasingly needing to handle informational and operational data together.

This confluence of IT with OT — and its proper handling — imply the unlocking or rapid evolution of certain real-time decision intelligence-related capabilities.

STL Partners has developed an in-depth report exploring these capabilities and how they relate to the new world of 5G data, including:

• The “unspoken reality” of 5G monetisation
• The four main use cases required to unlock the full value of 5G
• Five practical tips on how to rapidly evolve these capabilities
• Why real-time decision intelligence is the future for telco operators

Register now to download the whitepaper

21 January, 2022

Analyst Review: Why Hyperscale is the future for IoT connectivity

Communications service providers (CSPs) need to pivot to being hyperscale IoT connectivity providers if they want to thrive in the Internet of Things.

That is the conclusion of Transforma Insights’ recent ‘Communications Service Provider IoT Peer Benchmarking 2021’ report. As well as providing deep insights into the approach of a dozen major CSPs, the report examined the ways in which they need to adapt their capabilities and strategies in order to cope with the changing dynamics of IoT.

This Analyst Review provides a summary of the key findings of the report, and other key recent research from Transforma Insights on the IoT connectivity market.

Register now to read this exclusive Transforma Insights report

23 November, 2021

How to use a Digital Twin of the Hybrid Network Infrastructure

(Sponsored Whitepaper)

Digital transformation has moved from a buzz word to a way of life. Businesses accept the fact that old business models are not economically viable in the digital world, and understand they need to make significant changes to adapt to this new reality.

One change garnering growing acceptance is the use of the digital twin.

This white paper discusses the important role a digital twin plays in managing today’s complex hybrid network infrastructure, highlights how digital twins are being applied, and reveals the benefits that result from this new approach.

• What is a Digital Twin?
• How Digital Twins are changing the way businesses operate
• Why Service Providers are using Digital Twins
• Take a look under the hood of a Digital Twin
• The use cases for a Digital Twin
• The key features of and capabilities of a digital twin

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05 October, 2021

How to become a customer experience leader in challenging times

Now more than ever, it has become critical to engage each and every customer with empathy. CSPs need to hit the mark on every interaction, ensuring it’s completely relevant and tailored to the individual customer.

50% of CSP employees surveyed indicated that making sure customers ‘feel like the company cares’ was a top CX priority with 73% of CSP decision-makers saying that customers should be engaged individually.

This Pega study explores how real-time decisioning has helped CSPs increase customer satisfaction, deliver exceptional CX at scale and build long-term customer relationships.

Moments of opportunity open – and close – within seconds.

Learn how real-time decisioning can not only level up your CX and help you win opportunities but move fast to ensure, you’re always in the right place at the right time for your customers.

• What is real-time decisioning?
• How real-time helps CSPs meet customer demands
• How does real-time impact customer experience?
• Data management platforms vs Customer data platforms vs Real-time decision engines
• Real time use cases helping CSPs take their CX to the next level
• Three key areas where businesses see improvement with real-time

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17 August, 2021

Global VPN downloads soar to 616mn in 2021 H1

According to data based on the VPN Adoption Index by Atlas VPN, Virtual Private Network (VPN) downloads rose to 616 million in the first half of 2021 from 85 selected countries. In 2020, the number of downloads stood at 277 million.

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03 August, 2021

Private wireless boom coming across 5G and WiFi 6E, says RAN Research report

Private 5G network deployments will surge over the next few years faster even than public 5G, reaching a peak in 2027 when they will generate US$19.3 billion (€16.23 billion) in equipment sales, before subsiding after that as saturation approaches.

(more…)

23 July, 2021

6 steps to simplifying customer service

Let’s face it, achieving frictionless customer service isn’t easy.

New channels are constantly emerging. Customer expectations are always increasing. The need to be better, faster, and simpler is a challenge facing every telecom business. Add that to unprecedented volumes of customer inquiries and increased pressure to drive down costs - it's no wonder so many service leaders are struggling.

Telecom companies have spent years (not to mention a lot of money) waiting for the right solutions to emerge.

A new generation of customer service technology can help your team reduce this complexity for your customers, agents, and administrators across all your service touchpoints.

This new eBook shares six key ways that you can tackle complexity, from implementation through to the delivery of exceptional service.

Inside this eBook, you’ll learn:

How new service capabilities can help transform your relationships with customers
How to simplify the customer journey, no matter the channel
How to build loyalty and slash churn by delivering experiences that exceed expectations

If your customer service goals have always felt just out of your reach, read this eBook: