MIAMI – Convergence is driving personalization, contextulizaton and a focus on the user experience across the telecom space. Customers want a seamless, real-time experience across devices, technology access, lines of business, services, payment types and users.
During the Amdocs’ InTouch event (check out all our stories) held in Miami last week, Jonathon Shmukler, Amdocs’ director of revenue management, dubbed this the era of “omni convergence” and claimed it is changing consumption, pricing and business models. “Service providers need to understand how device manufactures are changing, as well the impact of applications,” he said.
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If consumers expect a seamless experience across all of their connected devices, from network service to marketing offers, why not combine services, devices and customer experience? The current question, Shmukler added, is how clients can best purchase technology the way it is consumed, for example, using IT policies and procedures to split personal and corporate usage and charging them separately.
As for carriers, Schmukler said they need to figure out what they can provide that they have not provided before, as well as how they can enable better systems for over-the-top services. The themes go further: there are multiple paths to omni convergence such as from commercial bundling to blended services; next generation of services from network to revenue; from data access to data experience; and monetizing the partner opportunity.
Amdocs provided travel expenses to this event.
