New Strides for Customer Care Improvement

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Customer Care Strides

Both fixed and mobile service providers (MSPs) are changing how they view and manage their customer base. Previously, the services these providers offered to their customers was limited. Even for MSPs’ services did not extend beyond simple voice and SMS. However, the explosion in mobile broadband or data, along with the availability of smart phones […]

Launching New Services Requires a Flexible Analytics Platform

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Flexibility

Communication service providers (CSPs), especially Tier 2 & 3, have a bit of an advantage over some of their larger competitors in that they are agile and nimble. This flexibility enables them to make decisions about launching new services that let them compete with their similarly agile and flexible competitors launching OTT applications. On the […]

Raising Quality Customer Service to New Heights

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Customer Service New Heights

Today’s customers have an expectation that they should receive a quality experience when they contact a company. Whatever their reason for reaching out to an organization, they work under the assumption that technical issues aren’t going to get in the way of communications. This is a reasonable expectation and a matter of basic respect for […]

Service Provider Success With Least Cost Routing

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Cost Routing

For many Fixed or Wireline Service Providers, a critical revenue stream continues to be the transport of Long Distance or International Calls. In order that such calls can be completed and revenue ensured, it is fundamental to be able to determine that calls are being completed successfully and to understand by whom those calls are […]

ServOC: The Holy Grail of Service Quality Monitoring

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Service Monitoring

For Mobile Service Providers (MSPs), monitoring only the network infrastructure (as traditionally performed by Network Operations Center plus Service Operations Center) no longer provides any guarantee that subscribers will receive their expected level of service. Where Have We Been The scenario reported in any network monitoring’s literature is well-known: “My indicators are all greens but my […]

Service Providers Are Clamoring for Analytics

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Analytics for Service Providers

I recently attended the Competitive Carriers Association (CCA) Convention in Las Vegas. The clear feedback from event attendees (who are mostly smaller, rural Tier 3 and 4 service providers) was that everyone is looking for comprehensive, end-to-end analytics solutions. Turning Data Into Intelligence The convention goers seemed to get the value of data – but most weren’t […]

Analyze This! The PACE Conference in NYC

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New York City

I recently attended the Professional Association for Customer Engagement (PACE) in NYC. There was great energy in the room throughout the day as over 100 users, vendors and partners explored trends and opportunities in the CRM and contact center market segment in the NYC area. Two noteworthy trends were discussed throughout the day: cloud and […]

Mobile Data Services: Give Me Quality, Not Quantity

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Mobile Data Services

There are many options available for Mobile Operators who want to “monetize” the investments they have made in 4G or LTE. For example, today, most Mobile Service Providers (MSPs) still maintain flat rate tariffs that provide a bundle of both voice minutes and SMS, often combined with “all you can eat”/unlimited mobile data plan. However, […]

Completing the Puzzle: VoLTE End to End

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Completing Puzzle

Voice over LTE (VoLTE) holds major potential for Mobile Service Providers (MSPs), including the promise of a better user experience, increased cost efficiencies, differentiated Voice Quality of Service (QoS), and more. Yet these mind-blowing potentials don’t come without a price. The world of VoLTE is very complex and it takes some real planning to fully understand and handle […]