Tagged With "IT"

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Re: Is telecoms an old boys' club?

lobomerchant ·
A great CEO can do a lot many things because a CEO has the power and responsibility to always think of best for his company! Office phone systems
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Re: Checklist: issues to consider for BYOD

Teresa Cottam ·
Another item to add: If corporate information is placed on a user-owned device (BYOD) then what rights does the corporate have in terms of controlling the security of this data? Can the corporate wipe the data from the device remotely? (Current thinking is that they corporate may not have the legal right to do this. Remote wipe tech may remove everything rather than being selective.) This issue is addressed by eg start-up Ventisys ( http://www.ventisys.com/ ) with its Oudles Vault.
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Re: Checklist: issues to consider for BYOD

Doug Newdick ·
Hi Teresa, A good list, but I would add a few things: Are you going to reimburse employees for expenses such as voice and data usage and plans? If so how? What are the tax implications of this? How about apps? Who pays for those? Are there required apps? Banned apps? How would that be enforced? Will you enforce policies (e.g. through Mobile Device Management) or will you rely on honesty? Will you allow any device, or will you restrict it to certain devices or operating systems? Will you...
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Re: Checklist: issues to consider for BYOD

Teresa Cottam ·
Thanks Doug - great additions. It looks like we're on our way to making a very useful list of issues for enterprises to consider. What you didn't do (with your usual modesty) is direct readers to your blog. So let me make amends for this and suggest readers take a look at your excellent blog where I believe you now have 9 posts on this topic! (Some great bedtime reading for me!) http://dougnewdick.wordpress.com/ Teresa
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Re: UK bank starts personalising money

Ashley Bowen ·
I find the whole concept of personalisation intriguing. We have spent years de-personalising by replacing paper bills (which most people opened and then paid by cheque) with electronic bills (which many people don't open - direct debit payment is automatic), by replacing customer service reps with IVRs wherever possible and by replacing many face-to-face sales transactions with the web. Now we find the relationship with the customer is pretty low and we are introducing this concept of...
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Re: UK bank starts personalising money

Dominic Smith ·
Some of the banks also now let you personalise your debit / credit cards by adding a photo / image of your choice, and there are some ATMs in the east end of London that you can use in the Cockney language - so you can withdraw a 'Lady Godiva' or two. All of which goes to show there is innovation going on all the time, even for something as apparently straightforward as cash.
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Re: Why contracts are killing the telco business

Dominic Smith ·
Interesting news this week that Vodafone Spain, as an experiment, dropped its handset subsidies - the net result...they lost 639,000 customers in a quarter! So surprise surprise, they have reintroduced subsidised handsets. Long live contracts with handset subsidies! More details here: http://www.fiercewireless.com/...subsidies/2012-11-07
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Re: Why contracts are killing the telco business

Teresa Cottam ·
Hi Dominic - thanks for the link. If we put aside the fact that the Spanish market is tough because of the terrible recession there - meaning that customers are unusually price sensitive, then this story add some interesting dimensions to this issue. Once a market introduces handset subsidies it's hard to wean people off them, but that's also the key - "weaning". The CSP can't just stop subsidising full stop and that's the strategy: it has to design new offers and tariffs that appeal. I...
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Re: To infinity and beyond

Paul Hollingsworth ·
It has always bemused me, too: the fact that marketeers - experts in the lexicon necessary to grab our money - do not understand what words mean. No.1 in my most disliked are oil companies who call their basic brand Premium. Leaving them nowhere to go for the more expensive petrol/gas options. Regarding the delivery of Wireless routers by post: there are significant costs in putting them in vans, also possibly many variants of device to carry and vans have lots of stuff already so there is...
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Re: To infinity and beyond

David Chambers ·
I too have just had Infinity installed and empathise with your comments. By far the hardest part was deciding which commercial/pricing package to go for. However, I did think the fulfilment process went well for me - the hub turned up on schedule, and the engineer even called earlier in the day to offer immediate installation because of a cancellation. It only took an hour to set everything up and was handled very professionally throughout. I can't imagine anyone not remembering to be in for...
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Re: Why contracts are killing the telco business

Teresa Cottam ·
Dominic I agree - the attitude to prepaid customers is frankly antediluvian. It reminds me of that old addage: if you love something set it free, if it comes back it's yours, if not it was never meant to be. Trying to trap people shows a lack of confidence and sophistication, and as I said in the article it also shows you're fundamentally unreformed IMHO. Thanks for the comment
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Re: Why contracts are killing the telco business

Teresa Cottam ·
Laurence That's a very good point and something I will be returning to in my next post! Teresa
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Re: Why contracts are killing the telco business

Dominic Smith ·
Another great post Teresa, spot on. Contracts are an extremely blunt tool and are increasingly being shunned by customers who just cannot tolerate the lengthy lock-in period. This is highlighted by the number of people who are now happy to pay the full retail price for a high-end device such as the iPhone 5, and then to switch network service provider at free will. This is a massive failing by the MNOs who have all the assets to offer a great service and customer experience, but are more...
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Re: Why contracts are killing the telco business

Laurence Judah ·
I guess this comes down to the definition of "loyalty" that most operators use, i.e. a lack of churn. The only thing that can lead to genuine loyalty is behaving in a way which makes customers want to stay, rather than simply locking them in. This is what leads to the true customer engagement and strong NPS that all operators are after.
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Re: Why contracts are killing the telco business

Ashley Bowen ·
The trouble is, those expensive handsets still have to be paid for one way or another
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Re: Why contracts are killing the telco business

Teresa Cottam ·
I agree Ashley, although there seems to be a trend developing of people wanting to buy the handset upfront or reuse an existing handset... The effect the subsidised handset has had on market dynamics (and we must remember not all markets subsidise them!) is definitely subject matter worthy of a post in itself. :-)
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Re: UK bank starts personalising money

Teresa Cottam ·
Dear Customer Kudos I wish, wish, wish they'd let me personalise voicemail options - get so sick of having to listen to them read our a number (no idea who it is) before I'm *allowed* to listen to the message. Ideally I'd like them to match the number to the person in my contact list... is this really beyond the wit of man? The key to a lot of this is to let me choose and do the hard work (self-personalisation) rather than them keeping imposing things upon me because some clever marketing...
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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: Mobile World Congress

Teresa Cottam ·
Be interested to know the areas people are considering staying now the venue has moved - is the thinking still to stay close to the centre? And anyone got an opinion on the new venue?
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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: The ugly truth about OTTs

Teresa Cottam ·
At TS we like to say that OTTs are simply business customers you haven't yet monetised. But, as you know monica, I really dislike the term "OTT" because it begs the question "over the top of what?" and there you go, back to the network again. Surely we're all grown up now and can find ways of playing the game to create win-win scenarios?
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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: 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: 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: 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: 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: LTE Roaming Developments: What Operators Need to Know

David Chambers ·
I'm not aware of any operator(s) who offer LTE roaming today, or will launch this in the immediate future. Everyone seems to be relying on 3G when abroad. Perhaps this is reinforced from my trip to the US last month. Roaming data £3 per MB. T-Mobile prepaid tariff - all you can eat voice/text/data for $3/day (the data is throttled after about the first 200MB per day). At these rates, I'd rather by a local LTE pre-paid subscription and use that - but the price quoted was over $150. It's not...
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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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