Keen to move away from price-based competition and create unique identities in the market, mobile operators are embracing Customer Experience Management (CEM) as a key differentiator.
Telecoms.com Intelligence surveyed a group of industry professionals, mostly employed by service providers from around the world. The aim was to capture the industry’s key requirements for deploying a multi-channel commerce solution.
Flexibility, agility, speed, responsiveness: time and again we hear and read these words in discussions surrounding the future of the mobile operator. Often outplayed in service development by internet innovators that run free of network ownership, operators nonetheless have to bear the weight of the traffic—and the brunt of end user resentment when, for whatever reason, service falls short.
In the densely populated urban areas of many markets, mature and emerging, cellular telephony has reached or is nearing saturation. Competition in these metropolitan markets is fierce and mobile operators are now intent on expanding their reach into remote and rural areas in a bid to drive further growth in subscriptions and revenues.
The Telecom environment is ever changing. Demand for smartphones and tablets continues to increase, more people become more mobile and telecom service providers are under pressure to grow revenue, customers and market share.
This whitepaper explores the changing landscape for devices and platforms, the evolution of support desk metrics from efficiency measurements to customer satisfaction ratings, and how incorporating remote support tools into a telecommunications organisation can improve the customer experience and increase customer satisfaction.
Download the ‘Protecting your Customer Base by Ensuring the Best Customer Experience’ whitepaper to explore examples of how telecommunication organisations worldwide have improved their customer service by implementing remote support as part of their service offering.
This white paper describes the current drivers and demand for telecoms equipment systems integration, and outlines the options for selecting a suitable systems integrator partner.
On 3 December 2012 the mobile industry marked the twentieth anniversary of what is widely regarded as the birth of SMS – the sending of a message from a PC to a mobile phone on the Vodafone network by engineer Neil Papworth. Two years after that milestone, Nokia released the first phone that allowed users [...]
Mobile operators are moving to a data-centric world. LTE has become the most rapidly deployed cellular network technology in the industry’s history and the demise of circuit switching—while still on the distant horizon—is now in sight.
In order for operators and service providers to realise their full potential in the cloud era, where data volumes are ramping up exponentially, the need to maximise return on investment while working to differentiate services has never been more apparent.
The rate of global LTE deployments is ramping up dramatically across the globe. In fact new research from Informa Telecoms & Media in conjunction with industry knowledge, reveals that – in terms of perceptions on LTE maturity – the majority of global operators see a “clear need” to launch LTE networks now.
In this powerful mobile age, consumers have learned to expect instant gratification.When mobile networks do not have the latest bells and whistles required to support the growing demand for more and faster data traffic, subscribers quickly lose confidence in their mobile operator’s ability to provide network quality and keep up with the times. Mobile operators know what is required to grow and sustain their customer base – to provide data faster and deliver it seamlessly.
In December 2012 we carried out a survey of over 200 industry profesionals into the experiences of providers and potential providers of IP Video services. This report presents the results of the survey and builds a picture we’ve built of what is actually happening in the world of video services and you’ll gain an understanding of the range and scope of IP video services and the business models underpinning them.
Any modern communications network is a complex architectural arrangement. By 2013 it’s likely that a mobile network operator will have 2G, 3G and LTE operations running in parallel, with support infrastructure such as backhaul that has been updated and augmented over the years. As networks mature, they also evolve—the trend right now is to alleviate RAN congestion with smaller cells, increasing network density but also putting extra burden on the backhaul infrastructure. In order to keep pace, backhaul implementations also need to evolve.
In October 2012, Telecoms.com Intelligence surveyed more than 290 industry players worldwide—including more than 120 network operators, as well as regulators, content providers and software developers—in order to capture the industry’s views on this vital technological development.
With smartphones becoming ever more feature rich and data intensive, mobile network operators need to assess whether their network is ‘iPhone 5 ready’. Staying ahead of the next wave of new devices, features, apps and technologies is challenging because innovation doesn’t stay still, traditionally forcing operators to take a reactive approach. However, with a clear understanding of their network readiness, operators can take proactive measures to ensure bandwidth requirements are available and enhance the customer experience, thus minimising churn rates.
The management of the customer experience is becoming increasingly important to mobile operators as they look to streamline their businesses. Management of the network functions is being outsourced to vendors, while over the top providers and content specialists take leadership of the application and content space. As a result, operators are repositioning themselves primarily as service organisations, and by excelling in the management of customer relationships they can maintain relevance and leverage in the value chain.
This white paper – produced by Telecoms.com and sponsored by Kapsch – argues that many mobile operators are not using the whole of their network capacity, often because they don’t have the time or aren’t being given the right advice—or simply because don’t yet know how. But the knowledge exists and, when applied, it can deliver valuable improvements and efficiencies.
In terms of deployment, LTE is the fastest growing mobile technology ever. But it is also the most disruptive element to appear since the introduction of WCDMA, bringing with it fundamental changes to the network and telecom provider business model.
Data traffic demand is growing rapidly in the wake of operator strategies to encourage mobile broadband adoption. As a result, the industry is talking about offload as a solution but one which takes many forms, leaving many operators unsure of which path to take. The business case for Wi-Fi is evolving, and not just for data offload but also voice and messaging, offering an opportunity for the deeper integration of Wi-Fi with the operator’s service portfolio. However, what are the issues and friction points that operators might envisage, and how might they be overcome?
Operators around the world are facing tremendous challenges in terms of growth in data traffic, operational efficiency and customer experience. In order to address these demands, further attention and financial investment are being directed to the upgrade of existing network infrastructure-and with peak download speeds of 100Mbps and above being promised, LTE has been widely hailed as the solution to operators’ congestion troubles.