Embracing omni-digital customer service in the telco sector

Customer service is becoming the differentiator amongst telco providers – with a digital arms race taking place to provide the best experience. A study found that customer service will overtake

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GDPR risk: Don’t trip up over data subject access requests

One year on from the introduction of the General Data Protection Regulation (GDPR) and it is becoming clear that when it comes to Data Subject Access Requests (DSAR), organisations are

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Real-time 5G services bring higher customer expectations – and complexities – for revenue and business assurance

In the first chapter of this three-part series looking into 5G use cases and the associated revenue and business assurance risks and challenges, we highlighted an imaginary 5G subscriber named

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Global pay-TV market is losing ground to social video viewing, says Grabyo report

A global report published from Grabyo has found video audiences are watching on social media and online streaming services more often than pay-TV services in all major markets except the UK.

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GSMA says adds keynotes at MWC Americas from AEG, AT&T, Boingo Wireless, T-Mobile US and Verizon Wireless

The GSMA announced several additions to the Mobile World Congress Americas event line-up, including new speakers in the conference programme, additional participating companies and exhibition experiences, and new programmes and

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How to deliver a superior omnichannel experience for your customers

In a constantly connected and mobile society, providing an omnichannel customer service has become indispensable for brands looking to connect with busy customers.

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5 keys to achieving a hyperscale data centre – Without a hyperscale budget

How to tame the tech titans asked a January 18th Economist headline in Competition in the digital age. A more recent article (American tech giants are making life tough for

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Microservices, DevOps and collaboration: The foundation for BSS Transformation

Telecoms operators, by tradition, are not seen as fast-moving businesses. They are always striving to be agile, but their reliance on legacy systems – coupled with their dysfunctional, locked-in relationships

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New research reveals the top contact centre technology trends over the next 12 months

Artificial intelligence, chatbots and automation are the trends that will experience the greatest growth in customer experience over the next 12 months, according to the latest research from Aspect Software.

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KCOM signs reseller contract with IMImobile as demand for contact centre digital optimisation grows

IMImobile, a cloud communications software and solutions provider, has signed a partner agreement with KCOM – a provider of communications and IT services in the UK.

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