Cisco to pay a big premium for UK CEM vendor IMImobile
Cisco has offered the equivalent of US$730 million for cloud-based customer experience firm IMImobile, a figure that represents a hefty premium on its current share price.
Cisco has offered the equivalent of US$730 million for cloud-based customer experience firm IMImobile, a figure that represents a hefty premium on its current share price.
Softbank has made a hefty investment in Swedish software company Sinch, which says it will use the proceeds of the sale to fund further M&A.
US metal band Metallica has been revealed as the surprise inspiration for Ericsson when it’s mulling over how to keep its customers happy.
A survey of telecoms professional commissioned by BriteBill has found they reckon they could be making much better use of bills to improve the customer relationship.
Ericsson has scored a significant deal win to help out UK operator EE with its customer experience management efforts.
Telecoms vendor Ericsson has been looking into how CSPs interact with their customers and reckons they take too long to get stuff done.
Irish BSS vendor Openet has persuaded Philippines operator Globe Telecom to use its Digital Business Platform for its data services.
After one of those moments that doesn’t come around too often, this was another moment that doesn’t come around too often.
Hidden in a relatively obscure software release is a sign from Ericsson that it thinks the future is multiplay and it fancies its chances if that’s the case.
Huawei has announced an upgraded suite of CEM applications in a bid to assist operator digital transformation strategies.
Findings from a social media measurement campaign have determined Vodafone to have the most responsive customer experience team on Twitter.
Research from Nokia has highlighted consumer buying decisions for smartphones and post-paid contracts are still based on financial drivers rather than value-add propositions.
The CTO of VimpelCom has said the operator wants to be the global pioneer of 5G, talking exclusively to Telecoms.com.
CEM software giant Amdocs has launched a suite of applications designed to give communications service providers (CSPs) greater access to big data and analytics.
New research commissioned by French network intelligence outfit Astellia has identified a gulf between what mobile customers expect in terms of customer care and what operators think they can get away with.
Spanish telco Telefónica has turned to self-service based CEM tools for residential European and Latin American customers, in order to ease pressure on OSS being caused by increased data consumption over broadband. Alcatel-Lucent and Accenture announced a four year strategic partnership in order to facilitate the transformation of Telefónica’s CEM processes.
It’s no secret that ‘bricks and mortar’ retail strategies are battling against some difficult economic conditions right now. Mobile operators are by no means immune to this, says Tim Deluca Smith, VP Marketing for WDS Global.
There is a significant disconnect between what drives loyalty among mobile consumers and what mobile operators believe drives loyalty as well as churn. Research released at MWC this week suggests that consumers in general will focus on a single aspect of their mobile service – such as device, tariff, or coverage – whereas operators tend to believe that a collection of issues drive positives and negatives in churn and loyalty.
Smartphone manufacturers are leaving customers disappointed by not quoting battery performance in a way that reflects day-to-day use, according to a study published today. Customer experience specialist WDS analysed the battery life of 50 of the top smartphones launched over the past year and compared them alongside two million technical support calls taken on behalf of global mobile network operators and handset manufacturers.
After a Mobile World Congress early this year full of meetings about customer-experience management (CEM), it was expected that the topic would get a lot of attention from many operators. Last week I participated in a CEM conference, and although there is no standard definition for the term, operators are starting to take customer experience seriously.
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