Despite the advances that have been made to customer experience management, such as the improved joining of customer service and real-time analytics, there has not been a vast improvement in customer experience.
Today’s intense wireless market is no place for the uncertain. Many providers know they aren’t ideally equipped for the current market, even if they’ve had long-term success.
Alcatel-Lucent (ALU) signed an agreement with Telefonica to overhaul the international operator’s network management systems.
Telefonica operates in 25 countries, and this contract covers its top 15 properties, according to Chris Wade, managing director for Alcatel-Lucent's OSS practice. Its current operational processes differ from country to country,...
Infosys and AT&T today announced a jointly developed BSS solution to improve efficiency and customer care at call centers.
The SpeedSolve product allows customer care agents to use chat requests to get answers to questions that come up while they are on the phone with...
Historically, the primary focus for business support systems platforms has been the commercial side of delivering services, whereas the focus for operations support systems platforms has been on the technical control of services.
One of the great promises of mobile technology is the consumers’ ability to connect to the Internet or mobile Web via any number of different types of mobile devices (e.g., feature phones, smartphones, tablets,
Today’s mobile network operators inhabit a similar atmosphere, faced with daily competition and a scramble to succeed. Theirs is a world of mobile networks, devices and services all evolving at an extremely
How often do service providers interact with their customers? If they’re providing the agreed upon service at the agreed upon price, chances are the interaction is limited.
One of the game-changing shifts that communications service providers face as they transform their networks for mobile broadband is an evolution from subscription-based business models to service based ones.
Business leaders and CEOs know that a “business as usual” approach often brings only the usual results, especially in a difficult economy. Service providers are also quickly discovering that “business as usual” is the wrong attitude,
TMForum Management World is the preeminent gathering dedicated to Service Assurance and all things OSS/BSS. With a full slate of keynote perspectives, and service provider case studies, and the renowned Catalyst collaborative projects seeing all there is to see, let alone learning all there...
A dozen years ago, practically every presentation at a mobile conference had a slide forecasting wireless data growth taking off like a hockey stick. Today, another chart is making the rounds,
The benefit of a long plane ride home with no diversions other than sitting through a playlist of hot-poker-to-the-eye "rom-coms" that I already watched traveling to and from the other spring trade shows is that I had plenty of time to stare out the...
DUBLIN – Alcatel-Lucent kicked off its TM Forum Management World 2012 presence by announcing a significant new addition to the CEM solution capabilities that it officially brought to market in February. The new offering, entitled Managed Service Quality and Assurance, essentially offers the capabilities...
As I get ready to make the journey from Austin to Dublin for the TM Forum's Management World 2012 event, I'm scrolling through a few key checklist items in my mind: remember my passport, rationalize the need to pack sweaters as I sit here...
MIAMI – “Maybe you get the impression that we are doing too much, but we are not.” This was how Eli Gelman, Amdocs’ president and CEO, ended a question and answer session with analysts for the press at the InTouch event (read all our...
MIAMI - Amdocs has set its sights on transforming the set-top box into a media center controlled by tablets with integrated real-time social media and sharing tools. The 30-year-old customer experience system and services company is engaging 22 different areas in its innovation program to...
Editor’s Note: Welcome to our weekly Reality Check column. We’ve gathered a group of visionaries and veterans in the mobile industry to give their insights into the marketplace.
Spurred by the need to modernize and even transform their internal systems to meet growing demand for voice and data...
“The customer is always right” is an axiom that has never held more truth than in today’s hypercompetitive mobile market. Subscribers around the world have become accustomed to always-on mobile services,
Anyone exposed to a teenager has been witness to the hand raise and muttering of the letters “TMI” (a.k.a. too much information). I may not be hip to all of the latest and greatest in texting lingo
Japan's NEC agreed to acquire Convergys' information management business for $499 million. NEC said the purchase complements its NetCracker Technology acquisition and solidifies its focus on expanding its reach into the global services and management business.
Among its business goals, NEC said it was looking...
Nokia Siemens Networks said it has signed an outsourcing agreement with IT services company Tieto to take over some of NSN’s maintenance, technical support and research and development work from its mobile network operations support systems and subscriber data management group based in Finland....
The mass adoption of tablets and smartphones has fundamentally changed the telecommunications landscape. The immense popularity of these devices has resulted in a surge in the exchange of data and growth in bandwidth consumption.
Argentina’s unit of Spain-based Telefónica Group has selected Comptel to provide its operations support system (OSS) services. Telefónica de Argentina said it expects the service to allow it to more easily and efficiently collect and process more than 90 million network transactions daily into...
