Posted: November 27th, 2013 | Author: Leila Heijola | Filed under: Around the World | Tags: analytics, big data, mobile, OTT, Smartphones, telecommunications | Comments Off on 5 Mobile Trends for Telcos to Watch in 2014
It’s the time of year when businesses in every industry are starting to think about what lies ahead. For the telecommunications industry, the past few years have been rocked by change in both consumer habits and technology… and 2014 looks like it won’t be any different.
From debates about national regulations to the increasing influence of OTT providers on the mobile landscape, next year is sure to be a decisive one for many communications service providers. That’s why Comptel decided to take a look at some of the most important developments for telcos and put them together on one page.
Here are five mobile trends for telcos to watch in 2014:
Want to learn more about what’s on the minds of telecommunications providers? Download our full Comptel User Group APAC Survey findings about Big Data, fulfillment and more.
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Posted: November 22nd, 2013 | Author: Kari Jokela | Filed under: Around the World, Telecom Trends | Tags: 4G, LTE, Media, OTT, social media | Comments Off on A Telco Opportunity: In Taiwan, Mobile has Replaced TV as the Media of Choice
Most analysts agree that widespread 4G deployment is right around the corner in Taiwan. The nation has always been a prominent mobile player in the telecommunications market, especially with initiatives like the Mobile Taiwan program, which have emphasized wireless access for all Taiwanese citizens, whether they’re in New Taipei City or a village in the mountains.
According to 4G360, the region’s communications service providers (CSPs) are looking to enter the 4G market early next year. With the infrastructure in place, this could open a world of new opportunities, especially considering the sheer amount of data being exchanged across networks in Taiwan already.
One new study from InMobi highlights this phenomenon in detail. The research shows that, on average, mobile users in Taiwan spend six hours consuming media each day. More than a quarter (27 percent) of that time is spent on a mobile device, making it the number two channel for media consumption after desktops and laptops and actually placing it ahead of television. And even when they are watching TV, 20 percent of Taiwanese users surveyed said they look at their mobile phones at the same time.
So what does this all mean for CSPs in Taiwan? Mostly, it shows that it’s time to look at their customer relationships in a whole new way.
An Exponential Experience
Recently, Digitimes asked the three largest CSPs in Taiwan, Chunghwa Telecom (CHT), Taiwan Mobile (TWM) and Far EasTone (FET), about their thoughts on the future – especially when it comes to 4G. The consensus was that competition would be stiff. When it comes to 4G, CSPs won’t just be battling for market share with traditional operators, there will be an intensifying contest between CSPs and OTT providers like Google, Facebook and the services available from the iTunes App Store.
“Unlike 3G, which is positioned mainly as an access [point] to the Internet, telecom operators have to think of 4G as a platform to provide various application services,” said FET President Yvonne Li. “In this respect, FET stresses establishment of close cooperation [and] relation[ships] with subscribers.”
She added that, in the competition against OTT providers, CSPs won’t win in the race to build the best product or technology. Instead, they should strive for superior subscriber relationships and retail channels.
Improving subscriber relationships means paying closer attention to what customers want and need from CSPs. As VP of Research Monica Zlotogorski recently wrote on Telesperience, that hasn’t historically been the strongest point for telecom operators.
FET has taken strides to improve the customer experience already, investing in technology that allows for more intelligent mediation, charging and fulfillment.
More Media, More Problems
The revelations about Taiwanese mobile media usage should strike a chord among CSPs. Usually, telcos are seen as obstacles to getting the media the user wants – whether the connection is slow, there’s a limit on a data plan, or Wi-Fi is hard to find.
A lot of this has started to change within the past few years because of Big Data analytics tools, which can segment customers by mobile usage and allow CSPs to customise different marketing offers and networks accordingly. As 4G becomes widespread and media becomes even more accessible than before, optimising the customer experience will be a crucial strategy for telcos that are looking to stay ahead of OTT providers. By becoming a strategic and intelligent service enabler, CSPs can become an active and integral proponent of a customers’ needs, making sure the journey is as smooth as possible, from start to finish.
Posted: November 14th, 2013 | Author: Leila Heijola | Filed under: Around the World, Events | Tags: broadband, FinPro, FTTx, Middle East, Saudi Arabia | Comments Off on Comptel Travels to Saudi Arabia on Latest Finpro Visit
Last week, Comptel accompanied Finpro on a trip to Riyadh, Saudi Arabia. CEO Juhani Hintikka and country director Teo-Tuomas Hirvonen took part in the delegation, which was again led by Minister of Economic Affairs Jan Vapaavuori and consisted of executives and employees from 17 other Finnish companies. The trip included meetings with government officials and business sessions related to not just information and communications technology (ICT) but also education, energy efficiency and medical care.
Comptel has joined a number of Finpro trips in recent months; most recently, our team travelled to Indonesia. We welcomed the opportunity to participate in this particular delegation, as we already have a strong presence in Saudi Arabia. Comptel has built long-term business relationships with several communications service providers (CSPs) – including market leader Saudi Telecom Company (STC).
Comptel had many interesting discussions about the future of the industry during our business meetings. The country’s population of nearly 30 million has an extremely high mobile penetration of 176 percent, and about 60 to 70 percent are under the age of 30. That’s opened up significant service innovation and revenue opportunities for Saudi CSPs – but it’s come with its fair share of challenges, too. As the mobile market continues to mature, and as demand for connectivity continues to increase, operators must look to improve its approaches to customer experience and service quality management in order to effectively differentiate from competitors and grow their businesses. According the Saudi Arabian Communications and Information Technology Commission, the substantial growth potential is in the increased demand for broadband services, especially for the fibre-optic network (FTTx) services.
Comptel was glad to have the opportunity to visit Saudi Arabia with Finpro – and looks forward to embarking on future trips to further build our relationships with CSPs and their local economies.
Posted: November 12th, 2013 | Author: OSS Team | Filed under: Around the World | Tags: 4G, analytics, Around the World, Big Dat analytics, big data, CEM, LTE | Comments Off on Around the World: Connectivity in Africa, Big Data Analytics and Adaptation
This week, there were a number of new insights across the telco industry. At Comptel, we’ve been keeping track of the ones that have really caught our eye. Here are three interesting articles that have come out recently:
LTE Investment Key to African Connectivity
A panel of experts was asked by West Indian Ocean Cable Company (WIOCC) how they would invest $100 million to improve Internet access in Africa, where connectivity is currently at the lowest rate in the world. Developing Telecoms’ editor James Barton believes that installing new 4G/LTE networks would create the best return on investment. He added that once people in Africa start accessing next-generation mobile networks, new competitive markets can open and, in turn, make Internet access more affordable.
Earlier this year, we wrote about the upcoming boom in mobile devices in Africa. By 2016, it is forecast that there will be more than one billion phones across the continent. The $100 million investment proposed by WIOCC may be hypothetical right now, but the need for 4G/LTE in the continent is a reality.
Information Management …
Big Data and Analytics Help Business Transform and Gain Competitive Advantage
Communications service providers (CSPs) are turning to Big Data analytics tools to cope with the constant changes in technology and consumer behavior. Through the use of these solutions, they can better adapt to new customer trends and prevent churn. CSPs, in particular, deal with a heavy amount of data, because of the high volume of calls, texts and data usage traveling across their networks each day. All of that information can be harnessed to create more targeted marketing offers, support better business planning and drive innovative infrastructure deployments.
Ulla Koivukoski argues that Big Data could potentially bridge silos across an organisation, too. By working with CTOs and CIOs, CMOs can create personalised campaigns by drawing contextual intelligence out of the network, customer and other data available to them. Consequently, silos can be overcome, and CSP executives can work toward the common goal of enhancing the customer experience.
Billing & OSS World…
CSPs, Other Businesses Aren’t Adapting to Customers
A recent study by Ovum found that 90 percent of CSPs and other businesses are at risk of being irrelevant to their customers in the near future. Because of organisational silos and slow decision cycles, dynamic customer responsiveness is lacking. The findings show the need to create a fluid customer process that ensures each individual receives personalised attention in a timely manner. Building relationships with customers and earning their trust can help organisations remain relevant, and increase overall customer satisfaction and loyalty.
Posted: November 8th, 2013 | Author: Steve Hateley | Filed under: Events | Tags: cloud, CRM, Dreamforce, fulfillment, order management, Salesforce.com, Service order management, Service Order Validation | Comments Off on Meet Comptel at Dreamforce 2013
Comptel will be attending the Dreamforce 2013 event in San Francisco November 18 to 21. Dreamforce, the biggest cloud computing event of the year, will take place at the Moscone Center and multiple other venues across San Francisco. In 2012 this annual event brought together over 90,000 Salesforce.com users, developers and partners. For this year organisers are expecting to have over 100,000 registered Salesforce.com stakeholders to connect, collaborate, and inspire.
The 11th Dreamforce event is hosted by salesforce.com, the company behind the successful cloud-based CRM system and application platform. The Dreamforce event has over 1,250 breakout sessions. Each industry theme features breakout sessions in a variety of formats and levels, giving attendees a chance to meet with Salesforce.com product teams, learn from expert users and partners at leading companies, and pick up new ideas and ways of working.
There will be a Communications Industry Partner Pavilion next to the Communications Track Session Room with a number of salesforce.com software and consulting partners that focus on Communications. Comptel will be exhibiting at the Communications and Media Industries Day Pavilion at The Westin San Francisco Market Street on Tuesday 19th November, where we will be showcasing the cloud-hosted Comptel Service Order Validator application, available shortly. The application will leverage the cloud’s low TCO advantages to enrich the traditionally linear lead-to-activation process with sales process interaction, service validation and real-time awareness, provided by pre-integration with the Comptel Fulfillment platform.
If you are interested in scheduling a meeting with Comptel at Dreamforce, please contact us.