Perception is an important piece of the puzzle for every successful company. It is vital to communicate your story so investors, customers, the media, regulators, and in fact, everyone perceive the company as growing, moving in the right direction and doing the right thing....
Ever since Alexander Graham Bell invented the telephone, AT&T has been one of America’s crowning achievements. Over time it grew into one of the best-known and strongest brands. Then about twenty-five years ago things started to unravel for Ma Bell. They were dying on...
T-Mobile US refined focus on customer care earns J.D. Power recognition
In August last year T-Mobile US launched "Team of Experts," its answer to the ubiquitous complaints about poor customer care from telecom companies. Now the operator, looking to win approval from lawmakers for its...
Industries are turning to chatbots to deal with customer care interaction. It’s no wonder why — they can easily deliver answers and solutions via a simple user interface any time of the day. In this article, Olivier Engel of Sicap, explains how telecom service...
EVP of customer care discusses T-Mo's success
FORT WORTH, TEx.--As T-Mobile US has catapulted itself ahead of other wireless carriers in customer growth, its customer care and engagement strategy has been a fundamental part of its "un-carrier" positioning. Callie Field, EVP of customer care for...
New Verizon Enterprise offering is aimed at better mobile device integration, multimedia customer care
Verizon Enterprise has launched a new offering that integrates a mobile device-based multimedia experience into customer care interactions, so that customers and agents can not only speak but relay information that utilizes the...
Vendors increase support for AI, analytics, 5G
A number of product launches this week aim to help operators navigate an increasingly software-centric world by better leveraging their networks and moving toward becoming digital businesses.
At TM Forum, Netcracker made its most recent platform release with the launch...
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...
Verizon Wireless edged T-Mobile in customer care, while questions swirled around T-Mobile’s long-term viability as a lone entity … 11 years ago this week
Editor’s Note: RCR Wireless News goes all in for “Throwback Thursdays,” tapping into our archives to resuscitate the top headlines from...
OpenMarket sees strong potential from mobile messaging to improve customer interactions
Editor’s Note: With 2016 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.
Enterprise mobile technology has dramatically evolved...
In today’s increasingly connected society, mobile phones have clearly become a necessity, with recent research from Ofcom revealing that in the U.K. alone, 93% of adults own or use a mobile phone. This year, 1.35 billion smartphones are expected to sell globally and 4G...
Telecommunication service providers – both telecom and cable providers of Internet, video, voice and wireless service, commonly referred to as “telcos” – have had a rough ride in recent years. This highly concentrated, highly regulated industry has experienced a series of disruptions, from both...
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”...
January’s Consumer Electronics Show and the recently concluded Mobile World Congress event in Barcelona, Spain, punctuated a fact fairly obvious to anyone in attendance or following from afar: Connected devices are here in a big way. They continue to weave their way into almost...
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...
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...
