Is Zero-Touch the Answer for Telcos?
By Keith Kirkpatrick June 6, 2022
It is no secret that telecommunications operators are in the middle of massive changes, from the growth of online streaming services to the launch and expansion of 5G services. While these new product and service types can present new opportunities...
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Consolidation is Causing a Rebranding Bonanza in Broadband
By Sue Marek April 15, 2022
Astound Broadband, Fidium, AltaFiber, Breezeline, Brightspeed—these are just a few of the new brands for broadband services that have been introduced over the past year. While many of these new brands are a result of a merger or divestiture,...
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T-Mobile to Revamp Enterprise Business with New Customer Care Focus
- By Sue Marek March 25, 2022
T-Mobile is making some key organizational changes to its executive team in hopes of migrating some of its “un-carrier” energy and customer service expertise from its consumer division to its enterprise group. The operator announced earlier...
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Optimizing CX for Mobile Interactions
- By Keith Kirkpatrick March 24, 2022
While desktop and laptop computers are still dominant for productivity tasks in the business world, the use of mobile devices has clearly become ubiquitous for consumers. According to research focused on the mobile market conducted by Data.ai, the...
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Ditching the Script for Better Telecom Customer Interactions
- By Keith Kirkpatrick March 22, 2022
Due to the vast array of options telecom providers offer their customers, interactions with customers traditionally have incorporated mechanical-sounding scripts, often beginning with IVR systems or artificial intelligence (AI) based-agents, and...
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Ayla Networks Uses AI to Predict and Prevent Customer Problems
- By Sue Marek March 17, 2022
Ayla Networks is using artificial intelligence (AI) and machine learning (ML) to process large amounts of customer data in real-time and help its clients predict and prevent problems with their devices and their networks. The company has two...
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New Research Studies: Avaya, Hiya, Gartner, Salesforce, and PwC-FICCI
By Alex Gaw March 10, 2022
In this roundup, much of the new research has to do with organizational success. From Avaya comes a new study on the relationship between business success and the so-called “Total Experience” approach. In Hiya’s new report, the popularity of...
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Nokia Study: 89% of Telecom Operators Plan to Upgrade Their BSS
- By Sue Marek March 3, 2022
A new study from Nokia found that an overwhelming majority of telecom operators are considering upgrading their business support systems (BSS) so that they can create new services and charge customers for them. Currently, most telecom operators...
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Alchemer’s Customer Feedback Platform Finds Favor with Amdocs
- By Alex Gaw March 1, 2022
Alchemer, the survey software provider headquartered in Boulder, Colorado, says its customer feedback platform has found a home at global business services firm Amdocs, which leverages Alchemer’s voice of the customer (VoC) technology as part of...
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Companies Seek Out CX Expertise for All Things Customer
- By Alex Gaw February 21, 2022
As the stories in this roundup piece suggest, the search for good CX is perpetual because the quest for excellence never ends. But while providing good CX takes many forms, the centerpiece of those efforts remains invariably unchanged. The...
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Wavelo Focuses on Adding Flexibility to Telco Billing and OSS
- By Sue Marek February 15, 2022
There is a new player looking to shake up the telecom business support system (BSS)/operational support system (OSS) business. Tucows, which is the parent company of Ting Fiber and Ting Mobile, has launched Wavelo, a BSS/OSS software company with a...
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Frontier Communications Strives to Turn Around Its Customer Care Issues
- By Sue Marek January 20, 2022
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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