Tagged With "Bills"

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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: 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: 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: 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: New EU regulations for roaming can breathe a new life into telecom billing

Paul Hollingsworth ·
Abhik, A very interesting topic and one that deserves debate, so thanks for raising the subject. However, I don't get your "complexity is needed" argument. Are you saying that due to the massive range of roaming customer traffic patterns (Time difference between visted and customer's domestic country, destination country of calls etc.), a visited operator could develop a massive number of tariffs each targetted at a different type of visitor? Or are you saying that a few massively complex...
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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.
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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: 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: 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: Monetising the Cloud with Cerillion Skyline

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 Cerillion'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 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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Transform Your Business by Making it Simpler

Teresa Cottam ·
Redknee's Chris Newton-Smith looks at how cloud-based BSS can help CSPs innovate faster.  Simon Denis, Study of Clouds with a Sunset near Rome, 1786-1801  Today’s mobile subscribers are a sophisticated species. In a market where...
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UK cellcos publish new code of best practice

Darran Clements ·
In a move welcomed by Ofcom, six UK mobile service providers have published their Principles of Good Practice for marketing mobile broadband services. by Teresa Cottam The Mobile Broadband Group announced this month that its members –...
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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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We're in the teens – cue skepticism, challenging behaviour and good news for BOSS

Darran Clements ·
We slipped into a new decade uncharacteristically quietly, muffled by a little more snow than normal and a little less champagne. Already it’s apparent that the zeitgeist is going to be very different in the teens to that we have become used to...
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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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ATM cyberheist signposts increasing fraud risks for CSPs

Teresa Cottam ·
Teresa Cottam looks at the lessons we can learn from a recent $13 million cyberheist, and argues CSPs need to refocus on combating fraud and revenue leakage.  A Florida-based bank recently revealed it had been the victim of a $13 million ATM...
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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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Billing is dead

Teresa Cottam ·
Billing is dead, right? Here's Chief Analyst Teresa Cottam's post mortem.      I have lost count of the number of times I've been told that billing is dead. Apparently, we should now only talk about charging (also varyingly called...
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Billing: not dead, but boring?

Teresa Cottam ·
Telesperience guest blogger Olivier Suard, questions what's really new in the billing world and asks how we put the pep back into it.  Joseph Ducreux, 'Self-Portrait, Yawning', 1783  In his recent blog for TMForum, Tony Poulos reminisced...
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Bridging the capacity gap: why CSPs need to make better use of what they already have

Darran Clements ·
In this article Telesperience’s Teresa Cottam looks at how CSPs need to alleviate the effects of the capacity crunch by optimising use of existing capacity. Telesperience has just completed an in-depth look at the nature of the capacity crunch...
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BSSOSS at MWC12

Teresa Cottam ·
Teresa Cottam looks at the MWC experience for the BSSOSS community.  For the first time in a couple of years I actually ventured to MWC.  I have read many of the reviews of this year’s show and they don’t quite match with my...
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Capacity crunch: it’s not what you think

Darran Clements ·
Teresa Cottam looks at the truth behind the capacity crunch and why, as a challenge, it is somewhat misunderstood… There’s a lot of talk about the capacity crunch and the impact this is having on CSPs and upon the service they deliver....
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Capitalizing on the Connected Economy…with a Monetization Cloud

Bob Barrows looks at the requirements to maximise monetisation in the Connected Economy.   Shop Window, Isaac Israels     Connected services have become a way of life for consumers and enterprises.  M2M, IoT, Subscription Services...
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Commercial opportunities presented by European move to end roaming bill shock

Darran Clements ·
Last week a Bill aimed at reducing roaming charges for mobile texts and data was passed in the European Parliament. CSPs may still be smarting, but vendors have already identified and are acting on the opportunity it presents. CSPs need to do the...
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