News tagged: customer care

27 March, 2018

GDPR preparation – have you reviewed your data integration for revenue assurance and fraud management?

With just weeks before the General Data Protection Regulation (GDPR) is imposed, time is running out for communications service providers (CSPs) to ensure all their mechanisms are in place to be compliant. While previous regulations were more focused on protecting personal data and how information is stored, this new regulation takes it a step further and focuses on how personal data is actually processed. With today’s complex IT environments and cloud deployments, this is no simple task. Getting everything in place for the May deadline has become a real challenge for many CSPs, especially when it comes to ensuring their revenue assurance and fraud management solutions are compliant, writes Carlos Marques, the director of product marketing at WeDo Technologies.

(more…)

28 February, 2018

Why the customer journey is key for digital transformation

The road to digital transformation can be a daunting one, and it’s tempting for businesses to immediately jump on the bandwagon and adopt the hot technologies of the day in a quest to compete, writes Sundi Balu, the chief information officer at Telstra Enterprise.

(more…)

29 November, 2016

Providing a ‘Digital Experience’ to a consumer takes more than just a digital user front end: DXI Phase 2

In earlier articles, we have explored what makes a customer’s experience an “digital experience” so desired by Digital Natives and other tech-savvy users. (more…)

19 May, 2016

Biznet chooses Amdocs customer experience systems

Biznet, an Indonesian fibre-optic network operator and provider of internet and cable TV services, has selected Amdocs to provide a customer care and billing solution. (more…)

28 March, 2016

Smart revenue sharing – a crucial cog in the IoT wheel

A complex environment in an ever-changing sector

Within the Internet of Things (IoT), all the players, whether they are CSPs, MVNOs, IoT service or platform providers, must be able to offer new services and pricing models quickly and easily to keep pace with this fast growing sector. (more…)

26 February, 2016

Seeing the wood for the trees: How subscriber analytics makes big data useful and relevant

Big data holds considerable promise but utilisation of the insights it can reveal has been held back by several factors. (more…)

22 September, 2015

Network integrity is the firm foundation on which all CEM is built

There is a lot of conversation about customer experience management (CEM) systems used to manage the customer experience and mitigate against the effects of increased network utilisation and wireless network congestion. However, many of these solutions are mechanisms to alleviate issues rather than curing them. Mary O’Neill, the chief executive of Nakina Systems, tells George Malim that, as communications service providers (CSPs) face heightened complexity as they roll out new technologies and virtualise their networks, ensuring the integrity of the network is the fundamental basis of CEM. (more…)

06 May, 2015

CSG International extends Charter deal for five years

Charter Communications, a broadband provider and the fourth largest cable provider in the US, has extended its contract with CSG International for the vendor to provide residential billing and customer care services through to 31 December 2019. (more…)

01 May, 2015

The future of contact centre technology is ‘insured’ for Premium Choice by ShoreTel

(CASE STUDY) — Premium Choice prides itself on being a genuine insurance broker, finding the best deals for those who often struggle to get a reasonable quote online. The company was established in 1999 by Mark Woods and Richard Dornan with the aim of providing insurance to those who are not well-served by mainstream insurers – for example kit car owners, or people who have only recently passed their test. (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…)