For cable and telecommunication service providers, subscriber self-care dashboards are an essential part of an optimal customer experience. By giving subscribers the ability to adjust settings within the home network, such as WiFi passwords and parental controls, providers are saving operational time and money. However, not all subscribers arrive at a self-care dashboard with the same technical knowledge. This presents a new challenge for service providers, who often end up spending the saved resources on supporting their non-technical users when utilizing the features of a dashboard. Continue Reading
In the previous instalment of the series on Enhancing Customer Care, we covered the Use section of the customer experience lifecycle. This is where operators must proactively ensure that their customers are receiving the services they have paid for, while also deploying the best infrastructure available to meet geographic needs and keep a high level of service quality. Continue Reading
The growing subscriber appetite for mobility of IP services has caused worldwide WiFi-usage rates to reach unprecedented highs. A recent trends and analysis report predicted that by 2020, wired devices will account for 34 percent of IP traffic while WiFi and mobile devices will account for 66 percent of IP traffic.
The rapid rise of WiFi utilization is seen in two distinct areas: high penetration rates of service provider WiFi within the subscriber home and increased adoption of public WiFi hotspots. Continue Reading
Visibility into usage habits and trends makes it easier to understand what new products should be offered, and to whom. With the right solution, you can identify when a customer should be offered a different package or media access, or a trial upgrade to better suit their bandwidth utilization history, traffic hours, traffic type, and subscriber type (business or residential). Continue Reading
Let’s face it, providing broadband services is more than just provisioning a gateway. No gateway is the same, provides the same management interfaces, or supports the latest protocol of the respective access technology. Beyond the various nuances at the end of the day, there are specific business drivers that need to be solved: be it providing a new MPLS circuit, activating community WiFi, provisioning telephony, enabling a new service, or providing proactive care. Today’s operators are keenly aware of the need for service agility. Automation is key to ensuring agile and reliable service. Continue Reading
Converged access networks are becoming the norm for today’s communication service provider (CSP), as the traditional wireline and fiber operators look to support the changing needs of their customers in an increasingly wireless world. What does a converged network look like for the subscriber when it includes a transparent layer offering seamless handoff between wireless and wired access? How does the CSP provide that seamless world between the wireless access within the home and abroad? Continue Reading
When there are 100,000 people gathering in one place, you know something big is happening.
That’s exactly what happened at the largest gathering of the mobile industry, Mobile World Congress, in Barcelona last week. Players from every “walks of the mobile life”, that’s the the mobile ecosystem, were there: network service operators, technology providers, app developers, and industry verticals at the forefront of adopting and developing new business models that leverage the mobile infrastructure to unleash growth. Continue Reading
Many years ago if you wanted to ensure a smooth connection to the Internet you’d grab the CAT5 cable. Fast forward to today and we see that WiFi standards have continued to improve and the hardware is just getting better. There are now few applications where the wired connection is a must, especially in the household. The wired connection might still give you that edge you need in an online game, but it’s no longer necessary. Not having to be tethered to an Ethernet port or to have a cable drop in the drywall is very convenient. Continue Reading
We’re just back from the Mobile World Congress in Barcelona, Spain, where more than 85,000 attendees from over 200 countries gathered to discover what the 1,800 companies present had to showcase. As expected, some of the show’s biggest themes focused on the Internet of Things, the mobile cloud, Big Data, and wearable devices. Continue Reading
Every year, I attend a number of conferences all over the world to find out more about technology trends and what’s happening in the industry. There are certain pluses to this: firstly, you gain so many frequent flyer points that people envy you (although I no longer know if this is envy or pity — it depends on who you talk to), and secondly, the airlines like you. They really, really like you. On the flipside, it’s not always so good for your personal life. After racking up 80,000 miles this year already, and attending about six conferences, I can identify three themes that keep popping up. Continue Reading