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'Proactive Chat' gives telcos a new route to improve customer satisfaction

Real-time customer service instant messaging will become mainstream

Though it took a long time to arrive, online chat - the ability to communicate in real- time to a customer service operator via instant messaging - has now become well established as a mainstream way for customers to talk to their telecoms service provider in the UK. BT offers chat for business customers, Three Mobile uses chat for billing queries, while T-mobile customers are able to use chat for technical, sales, billing and coverage advice.

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Telecom Evolution
As someone who’s been in and around the telecom industry for a long time, you can appreciate the kinds of changes I’ve seen over the years. At its basic level, we’ve gone from a world of monopoly fixed line service providers, to a de-regulated one where CLECs temporarily roamed, to the fragmented mobile-centric/Internet-centric business of today, where players like Amazon and Google and innovative device companies like Apple and RIM lead the way.

Mike Manzo, Openet CMO, comments on wireless network congestion
Last month, Amazon.com announced that sales of eBooks had outpaced hardcover editions. Moreover, sales of their "Kindle" eReader tripled in the first half of 2010. The numbers suggest an increase in overall eBook demand, compounded additionally by the introduction of the iPad.

Mobile Operators in M2M: Vodafone
Over the last few years, the key focus of M2M applications has shifted from tactical, local deployments – where M2M began – to increasingly strategic, national and international deployments. As a result, the demand for cost effective national and international network coverage has increased dramatically.

Convergence begins with the subscriber
Mention the word "convergence" to a telecom operator, and what usually springs to mind first is FMC – fixed mobile convergence. FMC has captured the collective imagination of global providers and with good reason.

MPLS works wonders for Texas-based industrial supplier
Flowserve Corporation, a Texas-based provider of flow control products and services for pipelines and infrastructure, recently launched and an end-to-end, global MPLS network with Orange Business Services.

Why CSPs need a marketing mentality to survive
In my recent blog about "Rethinking Innovation," I wrote about the apparent misconception that Communications Service Providers (CSP) have about innovation for survival. To me, innovation is not merely about offering state-of-the-art products and features to a customer; it's about delivering value, independent from how advanced the underlying technology may be.

KPN: Managed SIM Cards Key to M2M ARPU
Dutch carrier KPN believes it has seen the future of embedded systems, and that future is in managed, premium services and rates for M2M data transmissions. "Consumers will be willing to pay premium rates for certain kinds of critical data, but carriers will have to offer the ability to manage those rates for their M2M clients," says Kim Bybjerg, the company's VP for M2M.


New markets, new business models -- old competencies
Source: Keith Willetts, Chairman and CEO, TM Forum

If service providers aren’t quick to grab onto new business models and start monetizing them, they may get overrun by the over-the-top guys who find ways of circumventing them and leaving them to pick up the pieces.

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Upcoming Events:

Homeland Security for Networked Industries (HSNI)™ 2010

Sep. 20 - Sep. 21, 2010

Smart Homes 2010

Sep. 22, 2010 - Sep. 24, 2010

M2M - WORLD OF CONNECTED SERVICES

October 14, 2010 - October 15, 2010

Remote 2010 Conference and Expo

October 19, 2010 - October 20, 2010

Capacity North America 2010 - 10th anniversary

October 26, 2010 - October 27, 2010


Mobile Backhaul at International CTIA Wireless 2011, March 22 - 24, 2011

Mobile Backhaul at International CTIA Wireless 2011

March 22 - 24, 2011 Orlando, FL

The Mobile Backhaul Pavilion at the CTIA Wireless 2011 show will bring together wireless and wireline technologies at North America's largest telecom show. Expect to see the latest technologies exhibited - from next-gen, IP/Ethernet wireline to microwave backhaul solutions.

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