Posted: May 16th, 2012 | Author: Steve Hateley | Filed under: News | Tags: Comptel, CSP, customer engagement, customer experience, Customer Satisfaction, fulfillment | Comments Off on Comptel Launches New Version of its Fulfillment Product
Today, we’re excited to announce the availability of Comptel Fulfillment 8, the latest version of our catalog-driven platform that enables communications service providers (CSPs) to streamline and manage the end-to-end process of service order capture to service delivery.
This new version of Comptel Fulfillment was designed specifically to reduce the complexity of today’s multi-faceted, blended communications environment and expedite the deployment and launch of rich communications services. For instance, the highly performing platform, which brings to life our Next Generation Fulfillment strategy unveiled last autumn, enables CSPs to manage a broader portfolio of products and services. This includes the inclusion of third-party applications and content, which supplements the traditional product offerings of the CSP—and simplified service creation with the link to an agile and efficient service catalog.
On top of that, Comptel Fulfillment 8 monitors and expedites the end-to-end process from service-order capture to service delivery with precision and minimal human intervention, which greatly reduces the likelihood of failed orders, disappointed customers and ultimately lost revenue. Utilising a common platform and fully integrated components, such as a statefully aware service and resource inventory, the product understands the status and context of CSPs’ networks, customers and service use – and its open flexibility makes rapidly responding to changing market requirements easier.
With customer expectations continuing to rise, CSPs are under tremendous pressure to meet, and exceed demand with fast, accurate and customised service delivery. We’re proud that our new fulfillment solution enables this by giving CSPs superior command of their products and services and the ability to better incorporate innovations into their offerings. For more information, read today’s full announcement on Comptel Fulfillment 8.
Posted: September 26th, 2011 | Author: OSS Team | Filed under: Around the World | Tags: Africa, Analysys Mason, Customer Experience Management, Customer Satisfaction, LTE, mobile, policy control, report, telecom, VoIP | Comments Off on Around the World
Broadband Traffic Management…
Analysys Mason: MNOs Need a New Approach to Compete with OTT VoIP
A report from Analysys Mason forecasts that third parties could account for as much as 16 percent of mobile service revenue in Western Europe by 2017. Consumer interest in over-the-top (OTT) mobile VoIP applications, such as Google Voice and Skype, are forcing operators to address the issue of how to charge for these types of services. Principal analyst Stephen Sale and research director Tom Rebbeck state that short-term measures like blocking or charging a premium for OTT services fail to address the issue in a sustainable manner, and operators should instead use a scenario-based approach to engage with longer-term market developments and effectively compete. As the report notes, common themes across each scenario include the need for operators to use policy control to manage the price and value of third-party applications, along with the need for them to pay attention to customer behaviour.
The State of Telecoms in Africa
Africa is quickly moving to high-speed broadband, yet the continent’s ability to offer more Internet services and data access could be hindered by the inability of operators to deliver reasonably priced, fast and reliable bandwidth. Russell Southwood, head of African telecom consultancy Balancing Act Africa, says migrating to LTE may be the solution needed to overcome this roadblock.
Despite the challenges outlined in the article, Africa’s fastest growing sector is the telecoms industry, as noted in previous highlights, which gives hope that operators will spur innovation through continued expansion and better service and greater rural coverage. In addition to LTE, what game-changing technology do you think is needed to achieve a high-speed Africa?
Analysts Weigh in on the Customer Experience
Stratecast, Yankee Group and Infonetics Research discuss the customer experience management (CEM) craze and agree that defining CEM can be difficult. The bottom line though: increasing revenue and reducing costs do not automatically equal a better customer experience. However, working on customer experience first and implementing the right “technologies that allow you to do a better job of understanding your customers,” as Nancee Ruzicka of Stratecast says, “[can] reduce costs. They do improve revenues. They do have all of those positive money effects. Then you start to see your business case.” What do you think of the analysts’ points on CEM?
Posted: June 10th, 2011 | Author: OSS Team | Filed under: Around the World | Tags: 3G, China, Customer Satisfaction, India, LTE, mobile, mobile broadband, Smartphones, telecom, Thailand, Wi-Fi, WiMAX | Comments Off on Around the World
A Brief Guide to India’s Telecom Market
In this article, Ray Le Maistre gives readers an overview of India’s telecom landscape. There is an insatiable demand for mobile communications services! By the end of 2005, about 80 million mobile lines had been activated, and just five years later, mobile connectivity had grown to a whopping 750 million users. This is a clear reflection of the desire for communication services from the Indian population, which is in line with a previous Around the World blog post we highlighted detailing a Frost & Sullivan report on India’s tremendous growth over the next five years.
Additionally, Ray notes that introducing Broadband Wireless Access (BWA) services, which are likely to run over the world’s first large-scale Long Term Evolution Time Division Duplex (LTE TDD) networks, should help deliver some of the tangible growth that the Indian government is looking for. However, the Indian government is concerned that not enough local telecom companies are benefiting from the operators’ combined annual capital outlay of more than $30 billion. As a result, there have been talks of introducing local manufacturing quotas. Ultimately, legislation will play a big role in what’s to come, and as Ray states, because India’s market is changing so quickly, it’s hard to predict what market-altering new legislation or regulation might come along next.
WiMAX to Survive as ‘Niche’ Tech
WiMAX seems to have lost to LTE as the dominant mobile broadband standard, but it will survive as a “niche” technology, author Liau Yun Qing reports. According to In-Stat analyst Chris Kissel, the former may find a place to survive in under-developed markets such as Latin America or Africa, where technology can still be built in areas with little or no mobile service. There could also be room for WiMAX in small markets focused on wireless DSL and in the smart grid market. Chris notes that ultimately, the problem with implementing WiMAX is that mobile operators had to build it from the ground up since it’s not backwards-compatible to any existing UMTS standard. Despite WiMAX’s decreasing popularity, LTE is thriving in China, India and elsewhere. In fact, according to a Global mobile Suppliers Association report in May, there are 208 operators worldwide investing in LTE—98 more than in June 2010. Do you believe WiMAX will survive as a niche tech with this rapid rise of LTE, and if so, for how long?
More Plan to Buy Smartphones: Survey
The popularity of smartphones is both undeniable and rapidly growing. According to an online survey conducted by Nielsen, almost 42 percent of online customers in Thailand without smartphones said they will definitely, or are likely, to buy one in 2011. At the end of 2010, Nielsen survey research showed that Southeast Asia’s average smartphone ownership was 25 percent. Will Wang, director of the firm’s telecom practice, states that while Thailand still awaits the arrival of a full-scale commercialized 3G network, citizens are willing to buy a smartphone so they can integrate with social networks and enjoy gaming experiences via Wi-Fi or existing data services. However, it’s important to remain focused on what will keep smartphone users satisfied, especially as smartphone usage increases. As Oliver Suard points out, it’s critical that industry leaders remember to focus on customer satisfaction on all types of mobile users, and remember to also cater to those who do not own an iPhone or are heavy users of mobile broadband value-added services.
Posted: June 3rd, 2011 | Author: Olivier Suard | Filed under: Events | Tags: Customer Satisfaction, Dublin, Innovation Revolution, Management World Dublin, OSS | Comments Off on Management World 2011: A Picture’s Worth a Thousand Words
TM Forum kicked things off at its new Management World location, the Convention Centre Dublin.
The Convention Centre at night
Inside, the convention centre was just as impressive as the exterior, with participants from all around the world taking part in the “Innovation Revolution”.
Comptel’s vice president of mediation and charging, Mika Tanttu, presented a TeliaSonera case study – how the operator introduced tiered, value-based pricing, and was able to better balance revenues, resources and customer satisfaction.
Nancee Ruzicka of analyst firm Stratecast discussed drivers of change during the presentation with Mika.
Comptel's booth at Management World
Comptel’s booth was buzzing with discussions of the company’s OSS solutions and telecom trends
We wrapped things up on day two with a party at The Vaults.
Posted: May 12th, 2011 | Author: OSS Team | Filed under: Around the World | Tags: Canada, cloud, customer experience, Customer Satisfaction, data management, Europe, Ireland, wireless | Comments Off on Around the World
Canadians Annoyed with Increasing Cell Phone Bills
J.D. Power and Associates conducted a survey that examined Canadian wireless customers’ perceptions of their service, mobile phone and retail experience. The study revealed an average of 648 for overall satisfaction (on a 1,000-point scale) and an average of only 551 for satisfaction with cost of service. This could be attributed to rising monthly wireless costs, which have increased from an average of $71 in 2009 to $78 in 2011—and are being driven by the bump in smartphones and, consequently, larger data plans. According to the article, 39 percent of Canadian customersown a smartphone, a 25 percent increase from 2009, while the number of those who have a data package has increased to 60 percent from 15 percent in 2009.
To provide a superior customer experience and balance profitability, operators should offer progressive pricing options based on demand for speed and data consumption, for example. This is especially important because, according to Adrian Chung, senior manager at J.D. Power and Associates, the low satisfaction levels with cost of service have led to a high potential churn rate. In fact, 28 percent of customers strongly agree that they would consider switching to a new wireless service provider with offerings that better met their needs.
Billing & OSS World…
Subscriber Data Management Exploding, Critical in Europe
Infonetics Research recently found that the market for subscriber data management (SDM) tools for wireless networks is growing worldwide, particularly in Europe. The SDM market is seeing significant growth with mobile operators viewing the tools as critical for their wireless infrastructure-sharing initiatives; SDM allows them to identify which subscribers are using their networks. The article also notes that the machine-to-machine (M2M) market is important for SDM investment in Europe, and predicts that this too will become the case in North America over the next few years.
Analyst Shira Levine believes that, “as SDM strategies mature, operators will better leverage their subscriber data for functions such as customer care, campaign management, churn management, revenue assurance and marketing, and possibly to expand subscriber data sources to include IT systems, including CRM, billing and fulfillment.”
As Simo Isomäki previously noted, we too are seeing growing interest in using subscriber data for active decision-making in OSS/BSS. And while data management is still a challenge, there is no doubt that this intelligence will help operators improve customer loyalty and safeguard profitability.
It’ll Be Cloudy in Dublin
Ray Le Maistre dwells on the location change from Nice to Dublin for this year’s Management World 2011, but looks forward to the event’s discussions around the deployment and support of cloud services. He states that, to play in this space, the first step will be building the physical infrastructure to support hosted applications and capabilities. Following this is the greater challenge of provisioning, activation, tracking, managing, guaranteeing and billing for those services against a service level agreement. This is a topic we’ll be exploring at Management World – both on the expo floor and in Forumville with the Enhanced Cloud Service Management Catalyst.
Posted: March 18th, 2011 | Author: Olivier Suard | Filed under: Industry Insights | Tags: Comptel Dynamic SIM Management, Customer Satisfaction, mobile, Smartphone | 3 Comments »
Last week, I noticed for the first time TelecomAsia’s monthly reporting of Asia’s top 10 selling handsets. I have to confess that I have never paid close attention to handset shipments, so I was surprised by what I saw. Firstly, there are only two suppliers in the top 10: Nokia and Samsung. Secondly, most of the phones on the list are fairly basic, not smartphones. So while we often believe Apple iPhones and HTC Android phones to be ubiquitous that is not the reality on the ground.
To me, this was a reminder that we, in the industry, are often well ahead of the actual market. It is obviously a good thing in many ways, but it’s also important for us not to forget that not everyone in the world owns an iPhone or is a heavy user of mobile broadband value added services.
Consider for example how, when we talk in the industry about customer satisfaction, we often focus on mobile broadband speed and capacity. Yet for many customers, satisfaction comes from much more prosaic factors such as how easily they can get their phone working, how well they can make voice calls or send texts, and how fair and accurate they perceive charging to be. Looking at it from an OSS perspective, this also means that, while policy control is a very exciting and fast growing area, there is also still plenty of mileage in, say, mediation, charging and provisioning.
The phone shipment statistic reminded me of a demonstration of the Comptel Dynamic SIM Management that my colleague Simo Isomäki gave me recently. He showed me how a subscriber, when they first use the phone, can follow an interactive menu to select the phone’s number, the services they want and the method of payment (pre- or post-paid) –all fairly important factors in the customer experience. He showed me this on various smartphones, but also on a very ordinary phone with a small, text-based screen. When you consider that Asia already makes up nearly 50 percent of the global market in terms of subscriptions, and continues to grow; and given the shipment statistics above, the “ordinary phone” version Comptel Dynamic SIM Management was, in retrospect, probably the most important of all!
Comptel will be exhibiting at Frost & Sullivan’s 5th Annual OSS BSS Asia Pacific Summit, 23-24 March 2011, Singapore.