Around The World

Posted: July 13th, 2012 | Author: | Filed under: Around the World | Tags: , , , , , , , , , , , , | 1 Comment »

GigaOM…
Why Are MVNOs So Hot Right Now? Thank the Carriers

The number of mobile virtual network operators (MVNOs) nearly died out in the past decade due to over-segmentation. Today, however, they are making an astounding recovery by reselling bundled voice and data services at affordable prices. According to GigaOM journalist Kevin Fitchard, “MVNOs are thriving because the big network operators are letting them.”

Historically, the larger operators made it difficult for MVNOs to take advantage of their data networks. They would charge prohibitive rates and force partners to pay for megabytes up front. But the market has recently changed, and operators like AT&T and T-Mobile are selling more airtime, while others are working directly with MVNOs to craft plans in exchange for a percentage of revenue. There are pros and cons to working with each operator, but it’s clear this shift is benefitting MVNOs.

The trend, however, hasn’t been as good for operators who risk losing their competitive advantage. The article points out that they, most likely, either feel forced to cooperate or are trying to reap the wholesale benefits of selling to MVNOs. Ultimately, these types of customised offerings and bouquet of service options benefit customers that now have more choices when it comes to selecting their network operators.

Pipeline…
Moving Customers to Tiers

Data capacity and bandwidth constraints continue to be a major concern for communications service providers (CSPs).  According to Cisco, the consumption of over-the-top (OTT) video is predicted to quadruple by 2016, at which point more than 1.2 million minutes worth of video will be travelling through the Internet every second. Additionally, as smartphone quality increases so too does their use for bandwidth-intensive activity, like video streaming. And as users are increasingly becoming data-centric, CSPs must figure out the most effective method for implementing controls on usage.

Some operators, like Comcast, are offering tiered data services to manage the network. While this may be a viable option, it’s also likely that subscribers will push back on this change in plan. However, keeping customers satisfied could simply come down to the variety of tiers a provider is offering like charging based on the type of data used instead of the volume, or paying more for priority data during peak hours. Ultimately, CSPs have the ability to differentiate diverse types of data in ways that they never have before. This means more targeted services and the potential to really stand out in the market.

What options other than tiered pricing do you think can be effective?

MarketingLand…
Airlines & Telecom Companies Are Best At Facebook Page Customer Service

A recent study revealed telecom and airline industries are tops when it comes to providing customer service on Facebook. T-Mobile and Sony Mobile were the most active brands in responding to customers and prospects, while telecom companies showed their customer-centricity by replying to 60.4% of user posts between March and May of this year.

This is crucial as Conversocial, a social media tracking site, indicated in a recent study that 88% of consumers are less likely to buy from companies that ignore complaints on Facebook. It’s clear customer service should play a key role for CSPs not just on social media channels, but also as a standard practise throughout the business. For instance, CSPs can tap into the customer data they have on hand and determine – at an individual level – who to engage with, the right message to use, and the right time to do so. They can also monitor for issues within the network and proactively reach out to customers– before they head to Facebook to address the issue, the CSP has already responded. Now that’s customer service!


Comptel Comes to Turkey to Make Data Beautiful

Posted: March 20th, 2012 | Author: | Filed under: Events | Tags: , , , , , , , , , | Comments Off on Comptel Comes to Turkey to Make Data Beautiful

For the telecom industry, spring is always such an interesting time due to the variety of events taking place. Most of us divide the season into the periods of ‘before and after Mobile World Congress’ and ‘by Management World’. Comptel’s no exception to this—we are participating in a number of events in the first half of 2012, as we continue to build our presence closer to customers, fulfilling the promise of growth to shareholders.

To obtain new customers and to make existing ones even happier, we continuously look for opportunities to operate in their local markets. So, this week, we are attending Eurasia Com in Istanbul, Turkey. Our CEO, Juhani Hintikka, along with other Comptelians, will be on hand at the conference and the networking event on the 20th of March, which we have sponsored in celebration of the opening of a new office in the country.

Personally, I regret that I cannot attend the event. Istanbul is a wonderful city with a mixture of Asian, European and Middle Eastern cultures. I lived in Istanbul when the famous WAP-era was about to start and there was talk about bringing Internet to everyone’s pockets. In those days, we had a hint of what was to come in mobile, but both technology and understanding of end-user needs needed a few rounds of evolution before the mobile Internet could truly take off. The business models between the network providers and service and applications providers have also developed drastically.

Another milestone I can recall from my experience in Turkey’s telecom landscape happened about five years ago, when the industry started to talk about customer experience. I had the privilege, with a former colleague, to benchmark where one of the Turkish service providers were in terms of customer experience, compared to one of the leading Western European service providers. Since then, the situation of Turkey’s telecommunications has changed quite a bit. In fact, according to the CIA World Fact Book, it is a “comprehensive telecommunications network undergoing rapid modernization and expansion especially in mobile-cellular services.”

Turkey indeed is an important market for Comptel, and we aim to continue building a strong presence there. I wish a great event to all of the Eurasia Com participants and hope you’ll attend the networking event introducing us and our “Making Data Beautiful” messaging to the country.