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AI customer service

Ayla Networks Uses AI to Predict and Prevent Customer Problems

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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Business support systems

Nokia Study: 89% of Telecom Operators Plan to Upgrade Their BSS

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 Customer Feedback Platform

Alchemer’s Customer Feedback Platform Finds Favor with Amdocs

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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customer wins

Companies Seek Out CX Expertise for All Things Customer

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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Server Room at Data Center

Wavelo Focuses on Adding Flexibility to Telco Billing and OSS

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

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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Latest Research

Employee Experience

Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies

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CX in the Healthcare Industry

Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts

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CX Market Forecasts

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience

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Customer Insights & Feedback

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

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