Ericsson says zero-touch is now a customer expectation
U.S. smartphone user Jennifer, 29, summed up during an Ericsson-led focus group a complaint many of us likely share regarding customer experience interactions with telcos: "The automated voices I speak to make me so frustrated. They don’t...
Particle looks at how the customer service experience can be bolstered with IoT technology.
Editor’s Note: The RCR Wireless News Reality Check section is where C-level executives and advisory firms from across the mobile industry share unique insights and experiences.
Years ago, when a...
Improved CEM, disaster recovery, business continuity, scalability and cost cited as reasons to move a contact center to the cloud.
Editor’s Note: In an attempt to broaden our interaction with our readers we have created this Reader Forum for those with something...
Verizon’s recent release of 5G standards and protocols highlights the carrier push for next-generation network technologies.
There’s a lot of hype around the next “G” generation. In July, Verizon Communications announced a key milestone in the journey to “5G” – a new...
Mobile telecom operators are in a prime position to take advantage connecting the digital experience for consumers
Digitalization of services has driven convergence across industries leading to a very fast rise of the connected, demanding and influential consumer leading to a role reversal. Historically, telcos...
Do companies still rely on paper? Amdocs argues the move toward digital can help boost customer experience
Surprisingly, service providers are struggling to move out of the paper age. Paper forms and manual paper handling still account for a large portion of their day-to-day interaction...
SÃO PAULO – Three years after having sales banned by telecom regulator Anatel due to customer complaints, TIM is undertaking a customer experience management transformation.
Luis Minoru Shibata, who has recently assumed the position of chief strategy officer at TIM, provided RCR Wireless News...
Big data can't just be big, it has to be fast as well in order to support operator agility and actionable intelligence – quickly accessible and quickly applied. RCR Wireless News looks at trends and emerging technologies in the use of big data analytics in...
Big data can't just be big, it has to be fast as well in order to support operator agility and actionable intelligence – quickly accessible and quickly applied. RCR Wireless News looks at trends and emerging technologies in the use of big data analytics in...
More millennials enter the consumer marketplace each year and their effect is drastically influencing a multitude of industries. Millennial consumers are mobile driven and hate not being able to engage with businesses on their terms. With the increased adoption of mobile devices, there has...
RadioOpt was founded in 2008 as a spinoff of the Technische Universität Dresden. Initially designed to offer voice analytics via a SIM card applet in partnership with Giesecke & Devrient, this idea didn’t pan out for the wider market as it would have required a...
NICE, France – As TM Forum Live draws to a close, it’s time to highlight some of the interesting discussions I had while navigating the event, which feels larger this year, and from what I’ve heard attendance is up. Big data and all forms...
We are in the midst of the mobile age, a time in which consumers are continually connected through a series of mobile phones, tablets, smart watches and other devices. It’s hard to believe we have gone from using mobile phones only “in case of an emergency”...
In 2014, the rollout of LTE was a major focus for communication service providers, with more than 300 LTE networks now in operation globally. But, super-fast data speeds and data-hungry consumers have brought their share of challenges for CSPs and simply offering fast data...
The new year is upon us and while there are a number of evolving trends driving the industry in 2015 and beyond – from big data, to cloud, 5G and security – there clearly is work to be done. January is a prime time...
Editor’s Note: In an attempt to broaden our interaction with our readers we have created this Reader Forum for those with something meaningful to say to the wireless industry. We want to keep this as open as possible, but we maintain some editorial control...
Editor’s Note: In an attempt to broaden our interaction with our readers we have created this Reader Forum for those with something meaningful to say to the wireless industry. We want to keep this as open as possible, but we maintain some editorial control...
Amdocs’ OpenMarket division launched a mobile messaging solution that it claims is designed to help enterprise customers deliver improved customer engagement services.
The company said the offering is based on its Mobile Engagement Platform, providing “two-way” global text messaging for “immediate and direct interaction at...
Sprint recently announced a multiyear expansion of an agreement with NetCracker Technology to use NetCracker’s operating support solutions platform to support the carrier’s Spark network initiative.
Sprint has been using NetCracker’s Resource Inventory, Order Management, and Discovery and Reconciliation solutions to support its rapidly expanding...
Vikas Trehan, SVP of Infovista, spoke with RCR Wireless News about key trends that the company sees in the market – in particular, how mobile operators are grappling with the continuing surge in data growth, and the fact that revenues are not growing at...
Enterprises are increasingly focused on the mobile environment, with many verticals dedicating a vast majority of their IT spending on ensuring a more complete environment for employees and customers. In fact, Gartner last year predicted that the number of mobile customer retention management applications...
Last week I attended the joint shows of LTE World Summit and Connected Cars 2014 and there was a lot to talk about. Hopefully you’ve seen our coverage, but just to highlight a few topics we mentioned in more detail and a few new...
CEM Observer is a a handset-based solution that enables users to test their wireless service on a particular handset, perhaps without even knowing it. CEM Observer passively monitors a customer's service in the background while they go about their day-to-day phone usage. Shaun Desmond,...
Oracle is purchasing one of its collaborators. LiveLook, which provides visual collaboration technology across Web and mobile channels, is already embedded in its Oracle's Service Cloud offering to about 100 of its enterprise clients for customer experience management.
In announcing the deal for LiveLook, Oracle noted...
