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'Proactive Chat' gives telcos a new route to improve customer satisfaction
Real-time customer service instant messaging will become mainstream
Thu. August 26, 2010
by Santanu Nandi, Executive VP of Telecom and Media, Firstsource
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.
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 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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