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Frontier Communications Strives to Turn Around Its Customer Care Issues

Armed with a new management team and a new mission, Frontier Communications is trying to transform itself from a struggling landline telecom company into a fiber powerhouse with a whole new approach to customer service. The company, which...

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AT&T and Verizon Say C-band 5G is Critical to Keeping Customers Happy

There is an ongoing battle between US wireless operators Verizon Communications and AT&T and the aviation industry that is threatening to derail the wireless operators’ plans to expand their 5G services to more customers and compete...

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Amdocs Wins String of Awards and Industry Recognition

Amdocs, a provider of software and services to communications service providers (CSPs) and media companies, was the recent recipient of various industry awards in technologies and trends that drive innovation and enable next-generation experiences...

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Cisco Is Taking CX to the Cloud

As telecom operators migrate from 4G networks to 5G networks and incorporate a more cloud-based networking model, there is more incentive for them to upgrade their CX systems. Because 5G networks are much more complex than 4G networks, having more...

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Ericsson to Acquire Vonage for $6.2 Billion

Ericsson, the Swedish telecom equipment maker and a leading provider of 5G networking equipment in the US, has entered into an agreement to buy Vonage, the cloud communications provider based in New Jersey, for $6.2 billion in cash. The...

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Telecom Providers See AI as the Secret Sauce for CX

Telecom operators around the world are laser-focused on upgrading their wireless networks from 4G to 5G so they can deliver faster network speeds with less delay and accommodate all types of new applications, from cloud gaming to streaming video....

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Cisco Unveils New Webex Features

Cisco, the computer networking conglomerate headquartered in Silicon Valley, is implementing new features for its Webex video conferencing ecosystem meant to support hybrid work environments, the company said in a recent announcement. The new...

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Verizon Offers Enterprises AI Tools to Streamline CX

Not only are telecom operators turning to artificial intelligence (AI) and machine learning (ML) tools to streamline their own customer care, but they are also offering AI-based tools to their business customers to help them enhance customer...

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COVID-19 Forces Telecom Operators to Adapt Their Customer Service Operations

The COVID-19 pandemic accelerated the speed at which telecom operators shifted toward online customer service tools and e-commerce retail sales. And even with telecom retail stores fully open across the country today, it is expected that consumers...

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Driving Better Customer Experiences in the Telecommunications CX Market

Dash Research’s new report, CX in the Telecommunications Industry, focuses on the software platforms and applications used to manage seven functional areas of CX, including customer relationship management (CRM), customer data & analytics,...

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CX for Streaming Services

One group of companies that received a massive boost in usage during the COVID-19 pandemic was over-the-top (OTT) video streaming services, such as Netflix, Prime Video, Hulu, Disney+, and Apple TV+. As people complied with stay-at-home guidelines...

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Omnichannel Approach to Delivering Personalized CX is a Key Factor in CX Market Growth, According to Dash Research Forecast

The goal of providing a good CX is certainly not new; smart organizations have realized that mutually beneficial, long-lasting relationships with their customers usually have a positive impact on the company’s bottom line. While some companies...

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Latest Research

Customer Insights & Feedback

Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies

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Omnichannel Customer Engagement

Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of Omnichannel Engagement Strategies and Software

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