AT&T and Verizon Say C-band 5G is Critical to Keeping Customers Happy
By Sue Marek January 12, 2022
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
By Alex Gaw January 10, 2022
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
- By Sue Marek December 7, 2021
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
- By Alex Gaw December 3, 2021
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
- By Sue Marek November 15, 2021
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
- By Alex Gaw November 9, 2021
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
- By Sue Marek October 14, 2021
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
- By Sue Marek September 20, 2021
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
By Keith Kirkpatrick August 16, 2021
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
- By Keith Kirkpatrick July 30, 2021
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
- By Keith Kirkpatrick July 29, 2021
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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Using Sentiment Analysis to Improve Telecommunications CX and Identify Cross-Sell and Upsell Opportunities
- By Keith Kirkpatrick June 28, 2021
It is no secret that telecommunications companies, which include wireless phone service providers, Internet service providers, and pay TV providers, have faced significant challenges providing excellent customer service. Due to the sheer breadth of...
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