Tagged With "charged"

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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: Red hot telecoms tech: QoS gets up close and personal

Darran Clements ·
Adam O'Hare commented A great article. I specially like the Amazon delivery analogy. The market will structure itself around customer propensity to pay. And there are a number of service providers that already have customers doing exactly that. We (GoS Networks) have some unique solutions to deliver this to the edge, but feedback shows that knowledge of what is actually happening (monitoring and measurement) is equally important to the Service Provider as generating revenue streams.
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Re: Red hot telecoms tech: QoS gets up close and personal

Darran Clements ·
Teresa Cottam replied Thanks Adam – it’s hard to say everything you want to say about this without writing War and Peace. I guess my point is that I’d rather see us act when we see a problem occurring using existing competition law etc rather than constructing some huge piece of legislation against something that may (or may not) happen that will probably be biased, unwieldy and out of date before enacted. Such a law would almost certainly have unforeseen negative consequences (a bit like...
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Re: Is "who" now the most important question we need to answer?

Ashley Bowen ·
It strikes me that there are too many disparate initiatives going on at the moment to establish identity (including age), mostly to very low levels of assurance. In UK, the Government is planning to dramatically increase the numbers of e-transactions, starting with their Universal Benefits system. To do this, their are aiming to establish a market whereby third party suppliers will "validate" an identity to see if it exists and then "verify" it to see that the person claiming that identity...
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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: CSP Innovation: Are your interfaces holding you back?

Ashley Bowen ·
Anything that reduces a costly and time-consuming IT layer (interfacing in this case) and therefore puts a system closer to the business itself can only be good. However, commercial departments must realise their responsibility for defining in detail exactly what they want their systems to do, in business terms. They are not always good at this, spawning that virtueless spiral of the commercial department's dependency on IT for system specification and IT dependency on commercial departments...
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Re: CSP Innovation: Are your interfaces holding you back?

BroadForward ·
To enable more innovative Broadband use cases operators are introducing multiple new components and services (DPI, PCRF, Wifi Offload, shared data plans etc). Because of many interface incompatibilities operators invariably find it takes much longer to integrate these systems (with OCS, IT, HSS, HLR etc) than they originally anticipated and often they also discover that only a part of the expected functionality of individual products can actually be realized. The reason of the latter is...
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Re: CSP Innovation: Are your interfaces holding you back?

Customer Kudos ·
Interesting story Teresa, do you have any examples of how it's being used that can be shared?
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Re: Rising coupon fraud presents opportunities for CSPs

LheaP ·
Couponing has become a way of life for many of us in these harsh economic times. However, many make use by counterfeiting them, and other kinds of coupon scam. If left unchecked, these irrepressible buyers might lead to price increases that hurt us all. A short term loan can help you pay for your food.
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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: Capacity crunch: it’s not what you think

Darran Clements ·
Robin Burton commented: I think that we are headed for a two or three track approach. “Bronze” users will get an “all you can eat” plan, but it will be subject to throttling if the bandwidth is needed by “Silver” or “Gold” users who are paying for consumption based on quantity. This will rapidly lead to serious users paying more for their usage (and probably being happy to do so if they get the quality). This should then fund the development of more capacity. If this does not happen, then...
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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: 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: The new billshock horizon - prepaid customers

Teresa Cottam ·
Thanks Paul This post highlighs how it isn't just a postpaid issue. My next post looks at why the risk is increasing as CSPs try to transform into DSPs. I think that CSPs can really differentiate through being trusted payment service providers, but that does focus attention on their processes, systems, policies and behaviour. Their brand is a valuable thing and yet they throw it away cheaply on silly billshock events that are nothing but bad news. If I was a shareholder I'd see these as...
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Re: The new billshock horizon - prepaid customers

Paul Hollingsworth ·
Teresa, You're correct: this is a "shocking" situation for PAYG and contract customers. CSPs have some of the blame but I think Google and other app vendors are the true culprits. The law needs to stop this literally "daylight" robbery of customer's money. Customer's are being charged for data usage without any explicit charging approval being sought (yes, it may be in the depths of the Application small print in some cases, though that wouldn't stand up in a UK court of law, any anyway...
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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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The Cage: AsiaInfo's Andy Tiller discusses the viability of sponsored data models

Teresa Cottam ·
Welcome to The Cage - a series of interviews where Telesperience questions key figures and thinkers from the telecoms industry. 10 minutes; no questions barred.   In this interview Telesperience Chief Strategist Teresa Cottam  asks...
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The Cage: Blueface's Alan Foy talks about the future of voice

Teresa Cottam ·
Welcome to The Cage - a series of interviews where Telesperience questions key figures and thinkers from the telecoms industry. 10 minutes; no questions barred.   In this interview, Chief Strategist Teresa Cottam asks Blueface's CEO Alan Foy...
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The Cage: Can Volubill differentiate itself from the competition?

Teresa Cottam ·
Welcome to The Cage - a series of interviews where Telesperience questions key figures and thinkers from the telecoms industry. 10 minutes; no questions barred. In this interview Telesperience Chief Research Officer Teresa Cottam  asks...
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The Cage: Jennifer Fellows talks pricing innovation

Teresa Cottam ·
Welcome to The Cage - a series of interviews where Telesperience questions key figures and thinkers from the telecoms industry.   In this interview Telesperience Chief Strategist Teresa Cottam asks MDS's Jennifer Fellows about how CSPs can use...
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The Cage: Jennifer Kyriakakis on Digital Innovation

Teresa Cottam ·
Welcome to The Cage - a series of interviews where Telesperience questions key figures and thinkers from the telecoms industry. 10 minutes; no questions barred.   In this interview Telesperience Chief Strategist Teresa Cottam  asks Matrixx's...
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The Cage: The challenges and opportunities presented by the B2B2C business model

Teresa Cottam ·
Welcome to The Cage - a series of interviews where Telesperience questions key figures and thinkers from the telecoms industry. 10 minutes; no questions barred. In this interview Telesperience Chief Strategist Teresa Cottam asks Redknee's Jim de...
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The four main pillars of the telecoms customer experience

Teresa Cottam ·
We all talk about improving the customer experience, but what exactly is it? Teresa Cottam argues that often we’re still not looking at the customer experience from the customer’s point of view.    In 2010 and through into...
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The new billshock horizon - prepaid customers

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at why CSPs need to control charges for prepaid customers as well as postpaid customers.   Simon Hollosy, The Purse Is Empty         I hope by now we're all getting the message that...
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The Olympic opportunity: will UK CSPs be able to maximise it?

Teresa Cottam ·
Teresa Cottam looks at the effect the Olympics will have on the UK communications business, and argues the industry needs to think more positively if it's to maximise the opportunities. Plus there's a free Telesperience white paper to download.  ...
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The outlook is complaints followed by churn – do you want to borrow a “brolly”?

Darran Clements ·
Teresa Cottam takes an affectionate but sceptical look at the CTIA’s attitude to “bill shock”. And considers why ignoring the problem is not going to help. US CSPs need to embrace the opportunities presented, not try and bury their...
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The undiscovered country: SME

Teresa Cottam ·
Woman in small shop Ghana (Photo credit: World Bank Photo Collection) As CSPs see flat-lining revenues in many areas, and fret about the effect of OTT services and rising data traffic on their revenues and profitability, there is one area of the...
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Think roaming billshock is over? Think again

Teresa Cottam ·
Thought European roaming billshock was a thing of the past? Chief Strategist Teresa Cottam looks at real examples from the summer of 2013 which show EU roaming controls and CSP operational processes are still not working to fully protect customers...
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UEFA and Mobile Data: The Customer is #BOSS (or they should be)

Teresa Cottam ·
Volubill's Akil Chomoko talks about football and how CSPs could create more attractive, flexible packages for football fans and others. Harald Giersing, 1917  You’d be hard-pressed to find a sporting event that Europeans like more than...
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US leads the telco charge to verticalize

Teresa Cottam ·
Telesperience Chief Analyst Teresa Cottam looks at the latest telco buzz word aimed at producing more revenue from the enterprise sector – verticalization. Looking south from Top of the Rock, New York City (Photo credit:...
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Warning! Billshock can seriously damage your brand

Customer Kudos ·
In this post, Telesperience's guest blogger Customer Kudos, explores why billshock has got to stop, and why CSPs must stop blaming customers for it. Wrapped Oranges, oil on canvas painting, by William J. McCloskey 1889, Amon Carter Museum of American...
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What customers really want from mobile service providers

Teresa Cottam ·
In this post Teresa Cottam looks at what mobile customers really value from their service provider.     In Telesperience’s recent research on what mobile customers really want and value from their service provider we discovered...
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What every business needs to consider: is the premium number dead?

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at the fate of non-geographic phone numbers in the UK and argues that they are the hallmark of failing businesses. She asks: are your business's communications strategies fit for the digital age or just an outdated...
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Amdocs, Openet and *that* patent infringement case

Teresa Cottam ·
Chief Analyst Teresa Cottam looks at the Amdocs-Openet patent infringement case, and tells you what it really means.      Recent reports that Openet had "won" a patent infringement case against Amdocs was inaccurate. Openet didn't...
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Bandwidth crunch? Broken business model? What we have is a catering problem…

Teresa Cottam ·
Telesperience’s Teresa Cottam and Mobixell’s Seth Greeberg tell you why many of the problems we face in telecoms are basic catering issues. A Chinese buffet restaurant in the United States of America (Photo credit: Wikipedia)  ...
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Billing for the machines

Teresa Cottam ·
The rise of the machines is not just the tagline for a film, but it is also very much the future of mobile. In this article, FTS’s CEO Nir Asulin looks at the M2M opportunity.  (Photo credit: Wikipedia)   There’s no denying...
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