Tagged With "BSS"

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Re: Warning! Billshock can seriously damage your brand

Teresa Cottam ·
Great story Customer Kudos I also think it's unfair putting this back onto the customer. How many times do we have to say that customers don't understand megabytes but they do understand services. You can't expect people to manage their spending if they don't understand what things cost. It's like going to a supermarket that only has prices in Japanese and then having to guess what it's likely to cost you for your evening meal. Great if you're Japanese; but for the average Brit it's going to...
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Re: Telesperience Guide to MWC13 for BSSOSS visitors

Nilesh ·
well compiled list... would like to see some Service provider's comments on what are the challenges they're facing and what do they expect to "take away" from MWC ?!
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Re: Telesperience Guide to MWC13 for BSSOSS visitors

FTS ·
FTS (Hall 5, Stand I70) Billing vendor FTS ( www.fts-soft.com ) will be discussing how operators can take advantage of a variety of revenue-generating opportunities. People are invited to discuss with and learn about FTS' recent activities in the mobile money and financial transactions markets, as well as the M2M market. It will have live demos for both and is also going to discuss a new partnership which will create a QoE-aware data monetisation solution. Whilst FTS will once again be armed...
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Re: Telesperience Guide to MWC13 for BSSOSS visitors

Rachel Chicken ·
Volubill will be at Mobile World Congress, hall 7, stand G45. If you're interested in learning more about the benefits of converged charging and policy for broadband personalisation, operator services, traffic management, and more, you can arrange to meet with us there: marketing@volubill.com . We even have a few free passes - email the address above and ask us about them if you would like to be our guest at the mobile event of the year.
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Re: Telesperience Guide to MWC13 for BSSOSS visitors

Sigma Systems ·
Sigma Systems - find our meeting room in Hall 2 Stand 2MR30 Give us 9 minutes and we'll show you how to bring in an addition 9 euros in ARPU. Sigma has long been recognized for our leadership in OSS solutions for converged IP services. Our latest offering, the Sigma Cloud ServiceBroker, enables you to quickly, easily and profitably broker SaaS and cloud services, bringing in new revenues and helping to retain your high-value SMB subscribers. We'll be offering demonstrations of the Cloud...
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Re: BOSSfest13 - BSSOSS but a bit more rock n' roll

Teresa Cottam ·
Hi Dominic - anything BSSOSS is all good... Would like to hear your thoughts on what CSPs should be focusing on this year BSSOSS-wise. Teresa
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Re: Why are we still not reaping the benefits of a great customer experience

Ashley Bowen ·
Customer loyalty is often confused with customers finding it easier to stay put, rather than having any deep seated love of their CSP. As ever, many operators have their heads in the sand and run survey after survey to convince themselves that they are doing well. In reality, technicians who are often charged with developing the detail of new products frequently feel threatened by customer experience experts and pay little more than lip-service to their recommendations. This can be seen over...
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Re: Why are we still not reaping the benefits of a great customer experience

Teresa Cottam ·
I agree Ashley and as I said in a post around 18 months ago, relying on inertia is no longer enough: see http://www.telesperience.com/d...t/295574646108105672
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Re: BOSSfest13 - BSSOSS but a bit more rock n' roll

Dominic Smith ·
Hi Teresa I'm very much looking forward to the return of BOSSfest! Are you looking to cover any specific themes, or is it open to anything in the BSS/OSS domain? Regards Dominic
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Re: Why are we still not reaping the benefits of a great customer experience

Paul Hollingsworth ·
All good stuff, but leads me to make the following 2 points and obvious conclusion: 1. Customer experience factors change depending on the available service features and network evolution. Without a stable classification(e.g. reliability, coverage, issue resolution, connection speed etc.) how can we compare results over time? "Experince" is too amorphous to be a useful measure - without precise clarity on what it is. 2. Changing Customer expectations cannot be assumed to be "one-way" (i.e.
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Re: Why are we still not reaping the benefits of a great customer experience

Teresa Cottam ·
Great comments Paul I agree the customer experience is not static and I also think it's not the same for each customer in terms of what they value. It might help readers to note that a while ago we divided the customer experience into four main areas and that we commented different customers place different emphasis on each. http://www.telesperience.com/d...t/295293073233580215 I personally think there is too much emphasis on things I don't value - like handsets - and not enough on things I...
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Re: Why are we still not reaping the benefits of a great customer experience

Monica Zeta ·
Hmmm... what customer experience? (1) Customer experience is determined/defined by two parties, but CSPs define it from an inside-out perspective alone. "Here you go dear customer, buy this, because we came up with it and we know what you want and need." (2) In order for the experience to be good, it has to begin even before the product or service is delivered - and even defined and design. That's why we keep talking about things in the wrong way. Is QoS important? When? How? Or whatever...
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Re: The business power of the unforgettable experience

Snowden Burgess ·
Great post, Customer Experience is truly about the human experience you get and you can only give this by understanding the needs of your customer. Too many CPS's are far too internally focused to every really consider what the end customers want and many sadly forget there is a customer at the end of everything they do!
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Re: Big opportunity to carve out role as a telecoms software enabler

Darran Clements ·
We got an interesting comment on Linked from Sarah Marsh regarding this post on 29th July 2010: ” Yes I totally agree with your statement: “What if someone had the vision to get out of the closed market apps business and move into the open market apps business? … why not in the telecoms enterprise software market?” Antenna Software ( www.antennasoftware.com ) does offer this functionality today. Its AMP platform is operating system agnostic, so apps can be coded once and deployed to...
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Re: Big opportunity to carve out role as a telecoms software enabler

Darran Clements ·
And a great contribution from Mark Swanborough on Linked In comments: ” The TM Forum is working hard in this direction and its work is not given enough coverage. If all software providers wrote their API’s to the TIP (The Interface Program) standards, then this would be a possibility. There is little value for a vendor like Oracle or Amdocs to meet these interfaces. They will, and usually rightly so, tell you that they already provide interfaces that provide not only this functionality, but...
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Re: Using LinkedIn for business? Time to review how you’re using it?

Darran Clements ·
RubyWhite posted I’ve found LinkedIn useful for keeping track of all the companies that colleagues have previously worked at. With that knowledge it’s easier to get introductions to the right employees at large corporations. I also like the description from @DrSamuelJohnson: LinkedIn (n.) ghostly Coffee-House of Commerce where the recently unemploy’d remind the World of their Existence
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Re: Using LinkedIn for business? Time to review how you’re using it?

Darran Clements ·
Teresa Cottam replied Thanks J for your comment My tip for those who want to use it for getting jobs is to think strategically about your career and invest in eg a blog which is linked to your LinkedIn profile, develop a solid network of contacts, and be a good citizen on LinkedIn and elsewhere. People have to be more aware of how their social media profile affects their career prospects long term. Change jobs every 12 months for 10 years and that says something about your commitment and...
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Re: There are better ways to do PR my techno friends…

Darran Clements ·
Teresa Cottam commented Great “blogback” from James over at OSS Line on this topic. Since writing this piece I’ve taken a lot of confessions on this; but rather than just confessing your guilt can you please all make it your New Year’s Resolution to write easier-to-read PR! (Pretty please!) http://www.ossline.com/2010/10...-press-releases.html
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Re: Billing: not dead, but boring?

Paul Hollingsworth ·
Oh Olivier, what fun we all had. There appears to be no imagination left in the billing vendor or buyer communities anymore. Maybe its just that the key business drivers have been solved. I do remember back in 1991, how long it took to change a voice-only rating system to handle a new weekend tariff. What mind-changing substances where the telco marketing team on? A different rate at the weekend?? Goodness, me! Friends and Family?? Eat you heart out. There are of course big issues with...
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Re: Billing: not dead, but boring?

Peter Bowen ·
In the good old days billing was not simply billing. It was customer care and billing, and at its core was rating. However, these days the talk is of CRM, real-time rating/ policy management and product catalogues and if we strip these elements from CCBS you’re left with an accounting system; which is where Oracle and SAP were a few years back. Even today there are examples of solutions with off-the-shelf accounting packages integrated with CRM and rating components. It could be argued that...
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Re: ATM cyberheist signposts increasing fraud risks for CSPs

DominicQ ·
MoneyRate.com releases a survey about every six months about checking charges and other bank charges and so forth. Give credit where it's due, banks are regular, in that the charges are going up again. Get a cash advance to help pay your overdraft fees.
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Re: Transformation 2.0: Digital Transformation

Paul Hollingsworth ·
This is a fascinating topic and the one big question for me is whether its wholly academic in nature or is there something that the aspiring entrepreneur (or CIO) is able to control or predict about the changing nature and scale of transformation. Teresa, as you know, I spent a lot of time in the late oo's thinking about CSP transformation and how it could be delivered more easily and successfully. However, the timing for a major-transformation enablement product was wrong, and I think that...
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Re: Transformation 2.0: Digital Transformation

Teresa Cottam ·
Paul Hollingsworth posted: Which all set me to wondering why transformation is so very different a beast, than it was 10 years ago. Some great thoughts Paul. I see new problems in the change of approach but I do like the fact that we're now focused on commercial rather than IT outcomes. One thought that occurs to me is if we're focusing on business value then will traditional processes and systems deliver that? If we were inventing the service provider business from scratch with a clean...
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Re: The Olympic opportunity: will UK CSPs be able to maximise it?

Dominic Smith ·
Interesting to see this post from before the Olympics and the recommendation for a more positive outlook. I fully agree and wrote along similar lines in my review of the Olympics about what we can all learn and apply in our own industry today. A more optimistic and positive approach, would be a huge step forward.
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Re: The Olympic opportunity: will UK CSPs be able to maximise it?

Teresa Cottam ·
Thanks Dominic - we'll also be writing a post mortem on this in more detail for the benefit of carriers in other regions who have significant events coming up.
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Re: Driving business benefits through use of social media

Moayed Dib ·
Hi, how i can get the research report? regards,
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Re: The Cage: Is Wifi a 'Necessary Evil' or a Great Opportunity?

Teresa Cottam ·
Thanks Peter - glad you enjoyed the interview.
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Re: The Cage: Is Wifi a 'Necessary Evil' or a Great Opportunity?

Peter Bowen ·
Good to listen to someone who really knows his stuff and puts things into perspective for CSPs.
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Re: Escape the circle of silos by using an enterprise product catalog

Liron Golan (Nice) ·
Hi Teresa, I was referring to the fact that the way to become free from the circle of more silos containing increasing amounts of data that needs to be synchronized with other silos is to combine all product data to a single centralized container.
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Re: Escape the circle of silos by using an enterprise product catalog

Teresa Cottam ·
Liron - can you explain a little more about what this "circle of silos" is in your mind? I agree silos are a major problem, but why are they a circle?
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Re: Business innovation – the new telecoms challenge

Teresa Cottam ·
Andy - we're great proponents of simple pricing. It removes barriers to sales and is greatly desired by customers. Pragmatically it also decreases billshock, churn, customer enquiry and complaint. See: http://www.telesperience.com/b...-approach-to-pricing
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Re: The Customer is king – Down with the king!

Teresa Cottam ·
Peter - I think what this raises for me is the issue of why be customer centric? For me customer centricity is not about fluffy stuff but about the fact it is a better way to do business. It also raises the issue of short v long-term business impacts. Too often today we measure only short-term impacts. These are important, but too much focus on them means that we don't understand the longer-term health of a business. When a business hits problems everyone is then shocked - when a careful...
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Re: Solving the flexibility versus efficiency conundrum in the enterprise market

Teresa Cottam ·
Hi Paul Ah I see the issue. You're thinking infrastructure and I'm thinking business. And I realise there is a little confusion between indirect (reseller) v direct sales and indirect v direct business model (see below). Both of which are relevant to the strategy in the digital supply chain. An indirect business model would be one where the money comes from selling something to someone other than the end user of a service. An example would be that you are a customer of the CSP but the CSP...
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Re: Solving the flexibility versus efficiency conundrum in the enterprise market

Paul Hollingsworth ·
Teresa, I'm missing why direct versus indirect is a major concideration? I get that a Diect CSP will be able to focus their energies on delivery of the last-mile (copper, fibre or air), if they prioritise this, which is not necessarily possible for the Indirect CSP. However, when one takes a look at even just an SME's network needs (e.g. in-the-home-office, on-the-move (walk/rail/car), at customer's premises etc.), then the strengths of the "directly-connected" CSP are less of a...
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Re: Solving the flexibility versus efficiency conundrum in the enterprise market

Snowden Burgess ·
Teresa, great post and well said. For me the future of the CSP is uncertain as many will struggle to achieve what you have laid out above. I have seen several CSPs in the last few years attack the SME market with plans to provide innovation and be easy to work with, only to provide poor customer service and individual Me-To products that cannot be connected as a solution for the SME. The CPSs that will survive the next 2-3 years will be those that can partner effectively, with a...
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Re: Solving the flexibility versus efficiency conundrum in the enterprise market

Teresa Cottam ·
Thanks Snowden I think we have to cut through the PowerPoint to acknowledge that there is a huge gap between what executives are telling the market versus what is actually being achieved. We do see progress in incremental areas of innovation, but not so many fundamental "fresh air" shifts. What worries me particularly is the short-termism which means if something doesn't work within 6 months you bin it. I can't help but think that the "failing fast" mantra is being translated into not really...
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Re: Solving the flexibility versus efficiency conundrum in the enterprise market

Paul Hollingsworth ·
Agree with the above. Of course there are lots of CSP models currently delivering service, so one should not overly generalise (which I'm too often guilty of). The large CSPs do not seem to be set up to be sufficiently inventive or disruptive to lead this change. So it's really down to smaller specialist CSPs (ie. market focused) to look at the broader need of their customers, and deliver the combination of IT and networks that can be packaged sufficiently to provide the cost vs. benefit...
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Re: Solving the flexibility versus efficiency conundrum in the enterprise market

Teresa Cottam ·
Thanks Paul. There's a lot of money to be made out of SME, but it ain't a one size fits all market and as you describe smaller companies may find it easier to understand and engage with the vertical niches. That, however, limits the role of the CSP to an indirect model (which is largely where we are today). If it's going to be indirect then the model, priorities and requirements are different to the direct model. Of course, hybrid is extremely viable with you choosing 3 or 4 verticals to go...
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Re: Why billshock is actually a risk to CSPs and not just to customers

Teresa Cottam ·
A few more details that readers might find interesting. In August 2014, the Sunday Times reported a survey of 1,300 parents which found that 21% of respondents had faced billshock after a child bought game extras. 96% of parents thought companies should make it more difficult for children to spend their money. 80% of complaints the regulator PhonePayPlus receives relating to non-adult downloadable content (such as apps and games) is linked to minors. Complaints involving minors typically...
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Re: Why billshock is actually a risk to CSPs and not just to customers

Teresa Cottam ·
On Twitter a £1 million billshock was revealed. CSP = EE. See: http://ow.ly/i/6G41l With thanks to David Rogers @drogersuk and Zahid Ghadialy @zahidtg for the link.
Blog Post

IoT - managing and monetising

Richard Hubble ·
Intraway's Richard Hubble looks at the infrastructural challenges of IoT and the reality of monetising it.
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Re: Pay Now may be a revelation but it's not a revolution

Paul Hollingsworth ·
Goodness me; I've just had a "Deja vu, all over again" moment - as the recently departed Yogi Berra is oft quoted. I couldn't agree more and wonder whether this conversation is coming around because CSPs really haven't sorted their capability yet, or whether software vendors are making a bit of mischief. There are many electronic ways of taking payment at an ePOS till (i.e. in person as delivered in the pre-pay market) and CSPs have ways that pay-now can be delivered in "the moment of the...
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Re: Show me the money from IoT

Paul Hollingsworth ·
A very interesting topic and one that needs a lot more thought. I suspect that the lack of action from CSPs is that a) they have no idea what will work and what won't (and failing on lots on "won't works" is too painful for any action) and b) The business case does not yet hold up - for the same reasons as a). Regarding being too late to recover lost revenue to OTT players: In the UK the exceptionally late realisation that OTT TV (and especially OTT Sport TV) has a value is frankly shocking,...
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Re: Other lessons CSPs can learn from retailers

Paul Hollingsworth ·
Great article - Isn't it amazing how insular markets often are- until a major event (or unexpected change) occurs? Old style Petrol-retail (oil) companies and grocery stores were once as disconnected as water and electricity. Gas and Electric suppliers were on different planets and the idea of a computer manufacturer getting into consumer music players, totally unthinkable. Let alone going on to completely change the mobile communications industry. Surely the stuff of Science-fiction! Having...
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Re: Why poor customer care is undermining the telco business

Paul Hollingsworth ·
Teresa, Ouch; some pretty hard punches aimed directly at the CSP soft tissue. There is a lot of truth in what you say. BUT - and this is in no way an attempt to provide an excuse - there are some significant differences in CSP-land that I believe are behind many of the failings to focus on customers: 1) Unlike in a grocer's store the "front of house" staff often do not have the knowledge or systems to be able to fix the problem. Fixing your mouldy bread or broken bottle is a matter of...
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Re: Why efficiency can lead to a poor customer experience

Teresa Cottam ·
Thanks Snowden. I think the point is loss of control. CSPs think they control the experience, but actually that's about to change. The days when customers had to put up with what was delivered are over. If CSPs don't get used to the world where their brand can be destroyed overnight through social media, and where their performance can be monitored rather than their word taken for it, then there's not much future for them. For me it's how you respond to problems that's the big issue - too...
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Re: What every business needs to consider: is the premium number dead?

Teresa Cottam ·
Here is a 'great' example of how this problem affects customers (from Ireland). A man was charged for 287 calls costing EUR35 to register for water charges of EUR32. Because the call centre couldn't handle the volume of calls, his call was rejected. He had no choice but to ring back because the water charges are mandatory. No apology or credit for the problem. Premium rate number; large numbers of customers affected. http://www.irishmirror.ie/news...lams-company-5779788
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Re: How good is the telecoms customer experience today?

Paul Hollingsworth ·
Teresa, Recent personal poor customer experiece tied in with my current involvement in deploying a new Customer team and IVR has prompted me to make a few observations about Customer Experience (CE) and measurement. On measurement: Asking a customer about their experince is all about timing and context. For example, requests for customer input straight after a customer care call or very shortly after (i.e. with an automated call-back) are a waste of time. I, the customer, will be unsure...
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Re: Show me the money from IoT

Alon Bar ·
Hi Teresa, thanks for this great blog entry! I completely agree that IoT is one of THE hottest trends in the industry. Suddenly IoT is everywhere around us, and it is here to stay. IoT monetization is one of the biggest challenges service providers face. The industry has seen some service providers testing the waters, such as a North American service provider offering connected car services as a paid add-on to its customers’ existing quad-play bundle, and a French CSP offering a connected...
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Re: Show me the money from IoT

Teresa Cottam ·
Thank you Alon - I appreciate your comment. I do find it sad that after 20 years in the industry I'm still finding myself asking basic questions about why we launch first and commercialise second. We need to learn from the mistakes we've made with "OTTs" (otherwise known as non-commercialised business customers) and ensure we don't repeat them with IoT. I know you could argue this is a vain hope, but we have to start focusing on the business reality here. Again, I find a lot of CSPs not...
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