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Telco Sphere - Blog Ekspercki Telco

Telco Sphere - blog ekspercki telco prowadzony przez specjalistów z dziedziny świata Telekomunikacji - najnowsze artykuły. Zobacz co nasi eksperci maja do powiedzenia w następujących tematach:

Customer experience from the self service
A self service portal is an effective means for an operator to reduce operating costs, yet subscribers still need convincing about the usefulness of self service. Earlier, I discussed why the subscriber prefers to contact the operator’s call center as opposed to using the self service web portal. Pawel Lamik also discussed how self service is a key aspect of customer experience.
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Comarch OSS/BSS User Group commentary
This year’s annual Comarch OSS/BSS User Group moved to Düsseldorf, Germany. The elegant and tasteful interiors of Düsseldorf’s Intercontinental Hotel, where the event took place, matched the scale and the atmosphere of the event. Never before has the User Group gathered so many representatives of leading telecommunications operators from all over the world, focused on sharing their experience with each other, and assisted by analysts and press.
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Open solutions facilitate a transition towards service-oriented BSS
Service providers worldwide have embraced the idea that transition to SOA is inevitable. However, a major step forward in the long run may comprise of two steps backwards in the short term. While connecting billing and CRM systems to a service bus is a step towards service-oriented BSS, the side effect of adding new abstraction layers and interfaces can be increased complexity and – unexpectedly – hampered business agility.
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SON: to control or not to control?
Self-Organizing Network concept promises lower operational costs but also represents increased autonomy for the network. Operators need to decide what to control and what to leave for management by “magic”.
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Some thoughts following MWC 2010
I have just returned from MWC 2010 in Barcelona with mixed fillings. When looking back at the events in Spain and even further to those in Cannes it can be concluded that these fairs’ fail to offer anything new.
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SON: The blackout scenario – could it really happen?
It’s fair to say that most people are familiar with the blackout scenario within an electricity network. A single local failure at a specific network point can lead to a blackout affecting half a nation.
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iPhone vesrus the Rest of the Word
The largest international operators and handsets vendors view iPhone as their main market opponent and openly declare fighting with it. But, can iPhone be really challenged?
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Striker, midfielder or defender – which position is your Self Care portal?
Self Care – a web self service portal – in telecoms is a proven method for reducing customer service and billing costs. It obviously takes on a significant percentage of service requests that otherwise would have to be handled by the call center. It clearly helps save trees (important for marketing) and money (vital for all other departments) spent on sending paper invoices to customers. It can also help increase sales, or at least improve sales cost-efficiency. In football terms – it is a defender – it protects money.
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Once you start, you can’t stop
As of late there has been a lot of publicity surrounding mobile operators’ all over the world experiencing problems with their network and suffering from temporary unavailability of services. There have even been cases whereby an operator has publicly apologized for such breakdowns. It’s easy to discover that this applies to networks that offer unlimited data plans. Explanations vary, but generally speaking the source of the problem is identified as “data hungry smartphones”.
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5 predictions for the Telecom industry in 2010
The year 2010 will bring various changes to the telco market. Here are my predictions what will happen.
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Service Modeling – a never-ending story?
Service models are important – they enable representing services in OSS/BSS systems. Without service models, we cannot monitor, configure or bill the services correctly. This is quite obvious. And these service models exist in legacy, not service oriented systems.
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Mobile ads – a new marketing era?
It’s not everyday that one giant “eats” another. So when I read that Google had bought AdMob, one of the mobile advertising leaders, I realized that we may just be witnessing a type of revolution.
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ETIS Gathering 2009 – who’s the king?(part 2)
In my opinion, customer self service is currently one of the hottest telecoms topics out there (do you agree?), meaning I was eagerly looking to participate in the customer self service stream during the ETIS Gathering. Here is a summary of some of the most thought-provoking ideas:
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ETIS Gathering 2009 – who’s the king? (part 1)
This year’s ETIS Gathering has been a fascinating opportunity to hear about what’s on European telco service providers’ agendas. In a nutshell; how to leverage data to increase business performance, and in the customer self-service area; how to move customers to a web self-service portal and ensure they stay there in order to decrease call center traffic.
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Where is the prepaid data offer?
When new mobile phones hit the market, people want to replace their old ones with newer models that have more features, such as high-speed data services. The smartphone article in Technology Review 2/2009 mentions that the market share of smartphones grew by 27% between Q2/2008 and Q2/2009, while overall mobile phone sales declined 6% (source: Gartner). The increasing popularity of smartphones will create a great opportunity for operators to increase ARPU and retail a new phone at the same time… or at least I would like to think so.
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Network API – Business Models
In my previous post, “Network as a Service” I introduced the Network API concept and critiqued how it can be leveraged in two distinct business models. The difference is that either the Network API can help CSPs to avoid being dumb pipe providers or not.
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