Features
Part 2 of the challenges and opportunities in TV written by BillingViews and The Workaround Trap The speed of change and innovation itself causes problems. The closely linked market of telecommunications serves as a strong lesson, where redefinition of the market and non-traditional competition have driven the need for dramatic change. Communications providers have been forced […]
Want an example of what not to do with customer service? Here’s one from the airline industry. Not only a good example of bad call routing, but a lesson in online self-care failure and how a bad backup plan will escalate the cost to resolve even simple problems. Here is another case of Bad Customer […]
The BYOD trend is creating new challenges for operators whose enterprise customers want automated tools for usage accounting and new plans that allow one device to draw as needed on distinct personal and business subscriptions. This video explains the problem and some of the emerging solutions (with thanks to Amdocs’ Uri Gurevitz) Or, read our […]
Verizon Wireless announced a new concept today – plans that allow up to 10 devices to share services from a common subscription. We believe this among the first responses to “bundle busting” where customers acquire services from many providers, even though they could acquire all of them through one bundle. Amdocs’ Ann Hatchell says in […]
Inaccurate billing and criminal activity – no they are not the same thing – lost the mobile industry $58.4 billion last year, according to Juniper Research. Juniper says that if nothing is done to shore up the revenue assurance and fraud management barriers this figure could hit $300 billion by 2016. Telcos risk undermining the revenue […]
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