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to measure the customer experience. "The customer experience is arguably the last remaining differentiator between service providers," said Sheryl Kingstone, director at Yankee Group. "Service providers today see the value in investments to better their customer experience, but many lack the holistic vision necessary to determine what this experience needs to be and an effective strategy to address both systems and business processes to assure a successful, low-risk transformation."
AT&T, Verizon, and Qwest are now teaming up for the first time in order to try and thwart cable companies from taking home-phone subscribers. How? By launching Movearoo.com, a website that offers the recently relocated help with switching their phone service over to a carrier local to their new area. The catch? It doesn't show any options for cable providers. The telephone giants hope that this will dissuade customers from opting out of traditional telephone line contracts and into contracts with cable companies. The free service launched on July 9 of this year and will also help those looking to change their mailing address via the web, subscribe to newspapers and other services, set up gas and electric services, and various other little details that come with a move.
A new innovation in customer retention might be helpful to the land-line providers in Europe where a recent survey of 27,000 households in 27 countries presents evidence that increasing numbers of European households are forsaking the landline for cell phone service or VoIP. At this point, about a quarter have already given up the landline, with Finland being the leader (61% surveyed there have already cut their cords).
Witbe has developed and launched an automated FullHD monitoring solutions robot that evaluates the QoE of HDTV service. Its customers include Orange, Telefonica, Chunghwa, Hanaro, and Sonaecom. "Our close relation with our customers helped us to deliver one of the most advanced monitoring technologies in the world as an answer to the convergence challenge. It was possible thanks to the technological progress of the French operators for the past 4 years," said Jean Michel Planche, Chairman of Witbe. Mmm, robots…
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While SPs are investing in improving the customer experience, they are challenged by the lack of a common view of customers and inconsistent business processes. |
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Clarity has announced it has extended its contract with Globe Telecom, a network operator in the Philippines, to provide Unified OSS for the company's wireless business and its fixed line network subsidiary Innove Communications. "We aim to maintain our position as the leader in high quality convergent telecoms services in the Philippines and Clarity's Unified OSS gives us an integrated view of the technologies driving these. Having a Unified OSS is imperative to give us executive visibility across our networks and allows us to deliver a consistently high-quality experience to our more than 21 million customers," said Johann Antaran, Head of Wireless Network Operations at Globe.
Subex has announced the launch of its Cost Assurance Solution, a new offering from its Revenue Maximization set of solutions, that is targeted at all communication SPs with aims to help them protect and enhance margins. The solution plans to zero in on ways to reduce network costs like leased circuit costs, access costs, interconnections costs, etc. and will help SPs adopt leaner operating principles by automating invoice verification processes, resolving disputes quickly, and expediting internal and external audit compliance.
US-based software and solutions company, NetCracker Technology Corp., has entered into an agreement that outlines its acquisition by NEC Corporation. NEC hopes the acquitision will enable them to develop new solutions that address the needs of communications service providers. “NetCracker has distinguished itself with a record of successful OSS transformations and exceptional software solutions and professional services for leading communications service providers,” said Mr. Kaoru Yano, President of NEC. “The acquisition of NetCracker strengthens NEC’s offerings and brings even greater value to the global communications industry.” NEC anticipates that OSS will represent a key element to new international growth. According to the press release, NetCracker will operate as an independent business unit led by its current management team.
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