CEMRSS

High expectations for BSS: Tecnotree

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Stavros Vougas, Regional Vice President, MEA & APAC at Tecnotree, talks to Telecoms.com at MWC2014 about convergent billing and customer relationship management.

Polystar to Showcase New NETWORK and CUSTOMER INSIGHTS Solutions designed to transform Data into Actionable Intelligence

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Mobile World Congress 2014: Polystar to Showcase New NETWORK and CUSTOMER INSIGHTS Solutions designed to transform Data into Actionable Intelligence

Mobile Operators’ CEM: The Market Reality

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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.

Trendium: Real time intelligence and analytics

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Dr Sameh Yamany, President and CEO of Trendium, talks to telecoms.com at LTE World Summit in Amsterdam about real time data analysis and intelligence with a view to monetising LTE.

Mobile Operators: Is there any future in-store?

France Telecom cuts dividend forecast

It’s no secret that ‘bricks and mortar’ retail strategies are battling against some difficult economic conditions right now. Mobile operators are by no means immune to this, says Tim Deluca Smith, VP Marketing for WDS Global.

LTE to repair customer loyalty disconnect

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There is a significant disconnect between what drives loyalty among mobile consumers and what mobile operators believe drives loyalty as well as churn. Research released at MWC this week suggests that consumers in general will focus on a single aspect of their mobile service – such as device, tariff, or coverage – whereas operators tend to believe that a collection of issues drive positives and negatives in churn and loyalty.

Astellia to Supply CEM Solution to Vodacom Mozambique

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AfricaCom, Cape Town, South Africa, November 13th 2012 – Astellia, a leading provider of monitoring solutions for the optimization of mobile network QoS and QoE, joins hands with Vodacom Mozambique to implement its VIP Care CEM solution. The application is intended to improve customer satisfaction and customer loyalty particularly amongst high value subscribers.

Battery life complaints causing operator headaches

Unrepresentative data on battery life is leading to operator customer service departments fielding four times as many calls on the issue than in 2008

Smartphone manufacturers are leaving customers disappointed by not quoting battery performance in a way that reflects day-to-day use, according to a study published today. Customer experience specialist WDS analysed the battery life of 50 of the top smartphones launched over the past year and compared them alongside two million technical support calls taken on behalf of global mobile network operators and handset manufacturers.

Operators getting smarter on VIP subscribers with Astellia’s CEM solution

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Astellia, a leading provider of monitoring solutions for the optimization of mobile network QoS and QoE, unveiled today new CEM analytics and reporting capabilities for its VIP Care application. The solution helps operators monitor and deliver the best user experience to their most valuable subscribers in order to reduce churn and grow revenue.

Any flavor of CEM or Cloud you want

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This year’s TM Forum’s Management World in Dublin had this much in common with last year’s event that it focused heavily on CEM and Cloud. A big difference though, twelve months on, was the increasing number of new product announcements and commercial implementations …and of course the sunny weather. It was a relief that this year the only clouds in evidence were inside the conference hall.

Operators beginning to focus more on customer-experience management

After a Mobile World Congress early this year full of meetings about customer-experience management (CEM), it was expected that the topic would get a lot of attention from many operators. Last week I participated in a CEM conference, and although there is no standard definition for the term, operators are starting to take customer experience seriously.

Soft Cell

Sowing the seed of loyalty

The retail store is back in vogue as operators look to inject the customer experience into the first and most influential touch-point in the customer relationship lifecycle.

@telecoms