Call center analytics and customer interactions among key telco AI use cases being discussed in boardrooms
In the latest of our ongoing Telco AI Deep Dive series, Capgemini Americas Principal and NA Lead, AI & Analytics, Ajay Mohan draws on the firm's own research around...
Why is it that consumers seem to be much less forgiving with service provider chatbots than with a witty personal assistant like Siri?
According to a recent global research study by analyst firm Forrester, commissioned by Amdocs, a third of service provider customers say they...
Imagine your CSR or one of your dealers entering your system where a virtual assistant helps them fully know the customer, not missing a detail, while offering the best available product the customer can buy or reminding the CSR about an opportunity for a...
The common industry thinking around lead management is of a traditional, old-school practice that’s quickly being replaced by next generation digitalization. Lead generation is often the result of extensive data mining during which a wide range of CRM applications validate, grade, distribute, contact and...
After World War I, the French built a series of entrenched border fortifications called the Maginot Line. They expected the next war to be a defensive one, like the previous one. At the same time, the U.S. focused on building battleships, expecting the next...
The expanding B/OSS software firm is bringing its unique take on the configure, price, quote process to the global communications service provider market.
As the communications service provider space becomes increasingly crowded and competitive, retaining customers and reducing churn are paramount to business success. With...
Customer relationship management is a key area for telecommunications companies, as it’s direct contact with the clients. To improve CRM, the Brazilian carrier Oi has gathered multiple databases into a single interface, allowing it to enter data faster and boost access to information and...
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...
Editor’s Note: With 2015 now upon us, RCR Wireless News has gathered predictions from leading industry analysts and executives on what they expect to see in the new year.
As the grip of smart mobile devices grows tighter on our daily lives, market expectations have...
C Spire looks towards CRM to remain competitive
Reducing churn is always a goal for mobile operators. This task has become more important as many mobile markets are seeing increased competition from both inside and outside the traditional telecom space.
In a recent RCR Wireless...
CRM benefits from a positive and consistent experience
One way in which mobile operators can bolster their customer relationship management operations is by unifying access to data and analytics across the organization.
In a recent RCR Wireless News report on CRM, this breaking down of silos...
Guavus notes the importance of analytics to CRM
Customer relationship management has always been a serious subject for mobile operators. As in most markets around the world, the wireless communications space often has more competitors than other communication segments, forcing mobile operators to remain especially...
Regional carrier sees additional CRM opportunities with move toward LTE
Customer relationship management has always been a serious subject for mobile operators as in most markets around the world the wireless communications space often has more competitors than other communication segments. This has forced mobile...
Predicting Subscriber Health with CRM
Evolving network and software technologies are providing customer relationship management (CRM) platforms with greater insight into what consumers expect from mobile services, which is coming at a time when the telecom space is seeing increased competition from rival operators, OTT...
Evolving network and software technologies are providing CRM platforms with greater insight into what consumers expect from mobile services, which is coming at a time when the telecom space is seeing increased competition from rival operators, OTT players and broader telecom providers. This report looks...
Social media is a large part of how today’s society communicates with each other on a personal level, so why shouldn’t it play a role in how companies and their customers communicate?
According to a Coleman Parkes consumer study, 50% of consumers would like to communicate...
Customer churn remains a significant issue for mobile operators as a wealth of choices and easing of porting hurdles have clipped consumers' loyalty toward their current provider.
This issue was brought to light in a new report from Ovum, which found that telecom operators worldwide...
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...
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...
It seems the telecom industry does this on a regular basis. We come up with an idea, and we talk about if for years and it still seems to be some unreachable goal in the future. Then we change the name to a more...
Welcome to our weekly wrap-up of telecom software news. Partnerships abound this week as it seems like everybody's shaking hands with everybody to create some great deals. AT&T was especially busy on this front, furthering its partnership with Amdocs for its connected car program,...
It’s not news to any of us at this point that the entire telecommunications industry and the role of service providers in it are rapidly changing. Changing consumer expectations. Changing market demands.
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...
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