omni-channel

There are three journeys that today’s Communications Service Providers (CSPs) must make to become modern Digital Service Providers (DSPs):

A significant number of increasingly tech-savvy consumers feel aggrieved at the difficulty they face getting service from businesses, despite their commitment to multi-channel strategies aimed at easing the waiting times

Aspect Software, has announced a new interactive assistant to redefine how contact centre supervisors and agents interact with workforce applications and each other.

So far in this series, we’ve looked at the ways in which CSPs can improve the subscriber experience by looking at their service assurance and care functions through the lens

In order for operators to become a Digital Service Provider they need to undergo digital transformation which involves digital service portfolio and capabilities required by service providers to deliver those

We keep hearing that the Internet of Things (IoT) will encompass 50 billion devices by 2020 and that these devices will generate trillions of transactions.

Huawei and Vodafone have presented the results of their collaboration to develop an omni-channel solution framework for CSPs at the recent TM Forum Catalyst InFocus event in Dallas, Texas.

Huawei and Vodafone presented the results of their collaboration to develop an omni-channel solution framework for CSPs at the recent TM Forum Catalyst InFocus event in Dallas, Texas.

As communications service providers (CSPs) improve their approaches to customer experience management (CEM) by moving towards an omni-channel approach and exploiting contextual awareness, Dr Andy Tiller, the vice president of