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22 February, 2019
As artificial intelligence (AI) continues its move to become a mainstream discussion point, relevant to all industries, George Malim interviews Ravi Palepu, the vice president and global head of telco solutions at Virtusa, to learn how the telecoms industry is harnessing AI for its own benefit.
20 February, 2019
Orange and NTT signed a strategic Research and Development (R&D) framework agreement lasting until 2022 to mutualise research findings in several key domains. These include 5G, network transformation, Artificial Intelligence (AI), Internet of Things (IoT), cybersecurity, cloud services, smart cities, sports, tourism and culture. (more…)
20 February, 2019
The customer is king. How many times have we heard that over the years? And yet it’s more true now than ever, writes Francesco Venturini, the global industry senior managing director for communications and media at Accenture. With seemingly limitless choice at their fingertips, customers want more and if you don’t give it to them, they’ll move on to someone that will.
19 February, 2019
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?
29 January, 2019
There’s been a lot of hype around machine learning (ML), and artificial intelligence (AI) in recent years, and in 2019, we believe ML and AI will be used as tools to help fight telecoms fraud, writes Daniel Kurgan, the chief executive of BICS. It’s a damaging and persistent issue, which costs the international wholesale carrier industry US$17 billion annually. The automation and problem-solving which ML and AI can bring will help communications service providers (CSPs) stay ahead of fraudsters, delivering above and beyond what’s been humanly possible in the past.
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
11 December, 2018
Maintaining privacy and freedom in an ultra-connected era is one the key elements in restoring trust in the internet, writes Stefano Pileri, the CEO of Italtel.
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.
20 November, 2018
Within the next fifteen years, all specialised professions will be automated by artificial intelligence (AI), writes Charles Towers-Clark, the group chief executive of Pod Group. This technological shift will bring radical change to the workplace and make the vast majority of jobs redundant. But, just as with previous industrial revolutions, these new technologies will pave the way for a whole new wave of sectors and jobs too.
26 October, 2018
While bots are often cited as a reason for poor customer service, new research from Genesys finds many U.K. consumers do not rank them high on their list of frustrations. In fact, when asked about the most irritating issue in customer service, only 8.6% of consumers cited speaking with a bot, (more…)
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