Self-Service OSS/BSS for CSPs

By Becky Bracken

Every interaction in our daily lives happens in real-time. So why wouldn't customers expect the same experience with their CSP? Today's consumers have smart, touch-screen devices, unlimited apps and a million different ways to spend their mobile broadband data bundle. They want instant interaction, download and listen to music, and watch a video or update their status on Twitter and Facebook. The opportunities to empower customers to handle and manage their own experience are exploding, and providers on the bleeding edge of the trend are going to see dividends in customer retention, satisfaction and service consumption.

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Telecommunications and Customer Care: A Contradiction in Terms?

By Jeff Nicholson

Telecommunications companies do lots of things right. But customer care?

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Cracking the Code of CEM

By Jesse Cryderman

There is a story floating around the interwebs that claims CEM was the most overused buzzword at this year's Mobile World Congress (MWC), and I'd have to agree. From service assurance products to policy controllers to re-branded analytics suites, most folks at the Fira in Barcelona were head over heels for CEM. The acronym was like the promise of 4G in the UK incarnate: Everything, Everywhere. (Oddly enough, robust WiFI, another trending topic this year, was nowhere to be found.)

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Clearing the Confusion Around LTE

By Becky Bracken

Keeping your customers happy can be an expensive proposition. But happy customers, and the ability to know what makes customers happy, is the key to an operator's ability to elevate service beyond a commodity and retain customers as a result. With the rollout of LTE networks, customer education and troubleshooting of LTE devices has become exponentially more complex, costly, and created an enormous amount of confusion for their customers. The opportunity for operators that are able to deliver a high quality, consumer-centric, transparent service is huge. The cost on the operator side of mismanaging LTE rollouts could rack up losses into the millions.

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Improving Customer Experience With Operational Intelligence

By Jesse Cryderman

How intelligent are your business operations?

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Social Media Takes the Driver's Seat

By Faisal Ishaq

What can CSP's learn from other industries? It seems a strange question to ask, especially knowing the uniqueness of the industry. However, in taking a step back and looking at specific movements within the CSP industry over the last five years, we can begin to draw parallels across other industries and begin looking at these industries and use these trends to shape the CSPs future direction.

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Action Items: Customer Analytics

By Tim Young

It's 2012. Do you know where your subscribers are?

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Bill Shock-A-Con: OSS/BSS Solutions Feel For You

By Becky Bracken

The FCC defines "bill shock" as, "a sudden, unexpected increase in a mobile bill from one month to the next." But, for CSPs, bill shock is much worse--a consumer relations nightmare. There are many worst-case scenarios that seem to make for perfect slow-news-day headline fodder.

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Back to Basics: Unlocking the Value from Customer Interactions

By Chad Dunavant

There is plenty of excitement in the telecommunications industry about the new business opportunities that exist based on evolving technology innovation. However, operators recognize that all the bells and whistles won't matter if there aren't customers to take advantage of them! As a result, many are reevaluating their priorities and taking a closer look at how to unlock more value from their customer interactions.

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Managing the Complete Customer Lifecycle

By Sanjay Kumar

For CSPs, customer interactions fall into three basic categories: "the good, the bad and the ugly." Each of these interactions has a different impact on a CSP with respect to corporate objectives, finance, customer goodwill, and brand reputation.

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Newswatch - April 2012

By Jesse Cryderman

Pipeline's Innovation Award Nominees Hope to Catch a CommIT

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Letter from the Editor

By Tim Young

I'm about to make what may be the least controversial statement in history: Any business, including a telecom provider, is nothing without its customers. Even with the finest service available, a customer-less business is the equivalent of the tree falling in the uninhabited forest. Maybe it makes a sound. Maybe it doesn't. Who really cares? It's not making much of an impression.

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