New Strides for Customer Care Improvement

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Customer Care Strides

Along with the introduction of each new service or application, the underlying network technology now permits Quality of Service (QoS) to be determined on an individual customer basis. Moreover, many of the world’s leading Mobile Service Providers (MSPs) are now competing more on service quality rather than service quantity or usage. As a result, today’s service assurance solutions are evolving to address key aspects of customer care, in order to better manage the service providers’ customer base on an individual basis.

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 completed.

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, […]