HOME  |  NEWSLETTER  |  FEEDBACK  |  ABOUT US  |  REGISTER   
Please contact:
David Williams
Global Director of Sales, Research
Heavy Reading
858-829-8612
or via email at:
dave.williams@
heavyreading.com
HEAVY READING CABLE INDUSTRY INSIDER
HEAVY READING COMPONENTS INSIDER
HEAVY READING IP SERVICES INSIDER
HEAVY READING SERVICES SOFTWARE INSIDER
HEAVY READING 4G/LTE INSIDER
HEAVY READING MOBILE NETWORKS INSIDER
HEAVY READING
LIGHT READING
Networking the Telecom Industry
HEAVY READING
Real World Research
LIGHT READING LIVE!
Live Events on the Road
WEBINARS
Free Web Seminars
Social Media & Customer Care: How to Best Integrate Them
Danny Dicks | Analyst
As telecom services become increasingly complex, telcos are moving toward the digital sector to improve real-time self-service (RTSS).

This gives customers am easier way to contact their service providers using social media.
more

Real-Time Self-Service: Telco Transition to Digital Services
All companies provide "customer care," and telecom operators are no exception. When telecom services were simple, customer care was closely linked to the billing process because most interactions with customers were related to account queries. But services are much, much more complex now: Telecom operators are turning themselves into providers of digital services. It is a long time since a monolithic billing and customer care system, together with a call center, provided everything a telco needed to keep customers happy. Customer relationship management (CRM) systems, data warehouses, online portals supporting common information requests and separate ecommerce portals for ordering new products and services have all helped operators to give customers more of what they want: information and control.

A vision is emerging of a much more consistent and powerful, multi-channel, real-time self-service (RTSS) environment, encompassing all the old customer care capabilities, and adding new ways to keep customers satisfied and, yes, sell them more products and services, too. Operators are looking to make changes to their processes and systems, deemphasizing the call center, building the capabilities of online portals and developing mobile self-care or self-service apps.

To help achieve this vision, operators are looking beyond their traditional operations/business support system (OSS/BSS) providers and watching enviously the ways other sectors, especially online retail and digital services industries, manage these issues; they are also considering opportunities to leverage the mobile device as the de facto single channel for sales, marketing and customer service for themselves and for others.

There is no doubt that telecom operators are keen to improve the historically piecemeal approach to provision of customer care and, in particular, self-care and self-service to their users. There are some differences in the emphasis that operators in different parts of the world put on multi-channel self-service and self-care platforms. In Latin America, for instance, the emphasis is on supporting sales revenue growth and ARPU; in other regions there's more of an emphasis on improving the depth of the relationship with the customer – it's more about engagement and loyalty.

Operators with more complex legacy OSS/BSS will either view RTSS as part of a bigger transformation program – in which case they will likely buy solutions from traditional OSS/BSS vendors – or as something strategically significant in its own right and that must be implemented even if OSS/BSS transformation is not on the immediate agenda – in which case they may consider a front-end-focused solution from a new supplier.

Real-Time Self-Service: Telco Transition to Digital Services examines the ways that telecom operators are learning from other sectors – specifically online retail – as they move to deliver improved consumer RTSS and self-care capabilities. It examines how the complexity of telecom networks and services and the state of legacy systems means that there are different ways that operators might move toward a consistent, multichannel self-service vision. It looks at the components of solutions that can deliver that vision, and profiles 14 leading vendors of such solutions.

Sample research data from the report is shown in the excerpts below:
Table of Contents (hri0214_toc_2.pdf)
Many vendors espouse a platform approach to RTSS. This allows harmonization of self-care and self-service interactions across multiple channels and the potential to simplify the integration with BSS/OSS, carrying this out once only (to the platform) rather than multiple times for each channel. The following excerpt shows how such an approach is designed.
[click on the image above for the full excerpt]
Companies profiled in this report include: Alcatel-Lucent (NYSE: ALU); Amdocs Inc. (Nasdaq: DOX); AsiaInfo-Linkage Inc.; Comverse Inc. (Nasdaq: CNSI); CSG Systems International Inc. (Nasdaq: CSGS); Ericsson AB (Nasdaq: ERIC); Huawei Technologies Co. Ltd.; hybris, a subsidiary of SAP AG (NYSE: SAP); IMImobile Pvt. Ltd.; Intershop Communications AG (ETR: ISH2); Momac B.V.; NetCracker Technology Corp., part of NEC Corp. (TYO: 6701); Oracle Corp. (Nasdaq: ORCL); and Redknee Solutions Inc. (TSX: RKN)
Total pages: 27
FEBRUARY 2014
The Future for Telecom Network Equipment Providers
This report examines the driving forces behind the global market for telecom network equipment, analyzing them for their scale of impact and level of uncertainty. It builds three scenarios for the future of NEPs in the global market for telecom equipment. Finally, it summarizes the strategies of 12 leading NEPs.
READ SUMMARY
Including table of contents, executive summary, and financial metrics
NOVEMBER 2013
SDN & OpenFlow Testing: Who's Doing What
This report examines the T&M market for SDN and OpenFlow. It examines the most lucrative verticals for SDN T&M, and discusses drivers and challenges in the industry. It includes a comparative analysis of solutions available, examines the geographic landscape of the market and details trends that may occur over the next 18-24 months.
READ SUMMARY
Including table of contents, executive summary, and financial metrics
OCTOBER 2013
Cloud Growth Boosts Demand for Dynamic Bandwidth
This report examines dynamic bandwidth, comparing BOD and UBB, discussing the current trends and applications, and how the cloud is driving it. The report also provides "status reports" for 10 leading companies in the market.
READ SUMMARY
Including table of contents, executive summary, and financial metrics
CONTRIBUTING ANALYST
Simon Sherrington
Simon is an independent consultant who contributes regularly to Heavy Reading Insider. He has 13 years of experience analyzing, reporting, and consulting on technology market trends.
MORE
Simon Sherrington
CONTACT AUTHOR
CONTRIBUTING ANALYST
Danny Dicks
Danny is an analyst and consultant with over 20 years' experience in technology markets who contributes regularly to Heavy Reading Insider.
MORE
Danny Dicks
CONTACT AUTHOR
ANALYST
Tim Kridel
Tim writes for both Mobile Networks Insider and Cable Industry Insider. He has previously covered the wireless and cable industries for a number of research firms, including Heavy Reading.
MORE
Tim Kridel
CONTACT AUTHOR
"I like the detailed reviews and comparisons of products. ... It's a great reference tool."
- Derek Sheeler, Analyst, Olayan Group
"Great service that combines the information I need/want to know, in a concise format that doesn’t require me to set aside valuable time digging through a lot of filler."
- Barry Kantner, Vice President, World Wide Packets
PRIVACY POLICY   TERMS OF USE
HOME  |  NEWSLETTER  |  FEEDBACK  |  ABOUT US  |  REGISTER