All Customer experience (CX) articles – Page 6
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PremiumCisco flaunts TMUS contact centre technology
Cisco Systems flaunted a contact centre technology engagement with TMUS during its recent Cisco Live Barcelona customer event.
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Vendor VoiceInterview: NETSCOUT’s journey across telco border
Massachusetts, US-based vendor tapping into themes of cloud infrastructure, cost efficiency, and churn reduction. Lightening of product portfolio, through disaggregation, enabling expansion into new use-cases around security, CX, bid data, and enterprise IoT. Cost-conscious Vodafone an early mover on shift away from integrated hardware/software.
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PremiumBT Consumer completes customer service onshoring
BT Consumer flagged completion of the onshoring of all its customer service contact centres, which it claimed was ahead of a previously declared deadline of 31 December 2020.
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Public AffairsOfcom’s quarterly complaints report good news for EE
Ofcom’s quarterly Telecom and Pay TV Complaints report revealed comparatively positive numbers for BT Consumer’s fixed broadband and landline offerings, but mixed results in mobile, with EE excelling compared with a struggling BT Mobile.
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PremiumAmdocs tapped for effort to unclog Vodafone’s Spanish sales funnel
Vodafone Spain to do deeper dive into customer journeys. News fits a trend of Amdocs showcasing its presence across the Group.
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PremiumContactEngine and BT Enterprise in award-winning partnership
BT Enterprise and ContactEngine, in partnership to create AI-based conversations, win at UK Customer Experience Awards 2019.
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PremiumT-Mobile Netherlands rep tarnished after internet traffic routing disaster
T-Mobile Netherlands (TMNL) ignited a storm on Twitter and online forums over what appears to have been a disastrous and short-lived attempt to route fixed and mobile internet traffic via Deutsche Telekom’s (DT) node in Germany, rather than locally through the Amsterdam Internet Exchange (AMS-IX).
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Strategy & ChangeVivo updates BSS to improve service to enterprises
Ongoing work with NEC’s Netcracker will see Telefónica|Vivo upgrade its systems for selling to, and supporting, enterprise customers.
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PremiumO2 UK piloting ‘Shop in-Shops’ at NEXT outlets
Telefónica UK (O2 UK) is piloting a new “experimental store format” in partnership with British fashion and homewares chain NEXT plc in four of the latter’s stores.
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PremiumHrvatski Telekom shepherds Europe TV discovery reset
PANNET still alive and kicking after recalibration of objectives.
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PremiumVodafone UK customers hit with slow broadband speeds
Vodafone UK (VfUK) experienced slow peak-time broadband speeds for nearly one week towards the end of August 2019.
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PremiumPlusnet rated the most complained-about fixed broadband provider
Plusnet, BT Consumer’s alternative internet service provider (ISP) subsidiary, was rated as the most complained-about fixed broadband provider in Ofcom’s Telecoms and pay TV complaints update for the first quarter of 2019.
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PremiumInfosys and BT Group flag “multi-million pound” transformation savings
BT bringing systems virtualisation benefits forward into a hybrid network set-up through solutions developed in conjunction with Infosys under the auspices of the TM Forum. Greater network efficiency through NetSecOps expected to materialise alongside cost-savings and improved customer experience. Enterprise leading the way with new OSS deployment, and accelerating ...
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PremiumBT Technology discusses need for modernisation
BT’s Chief Platform Architect says that telcos need to prioritise the modernisation of their systems.
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PremiumT-Mobile US tight-lipped on service disruption causes
T-Mobile US (TMUS) was hit by a wide-scale service disruption on 21 August 2019, although remained coy on the causes.
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PremiumEE fined by ICO for unwanted marketing messages
The Information Commissioner’s Office (ICO) fined EE £100,000 for sending more than 2.5 million direct marketing messages to its customers without their consent.
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Network & InfrastructureRakuten Mobile at DTW19: first cloud-native mobile network operator (from a non-telco)
Inside the rebel base: CTO opens up on Rakuten Mobile and Reliance Jio green-field ventures. Network and customer experience reimagined for challenge to operator establishment. Can telco establishment translate experiences, with legacy encumbrance?
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Innovation (R&D)TM Forum DTW19: 2019 Catalysts spark pragmatic innovation
Rundown of key Catalysts, joint initiatives. More than 30 joint technology projects demoed, with assurance, partnering, and customer experience to fore. Operator preoccupations ahead of 5G include profitability and effectiveness of network slicing. Drones, emergency services, and healthcare among focus verticals.
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EventwatchTM Forum’s DTW19 event underlines need for collaboration and speed
The telecoms industry’s annual pilgrimage to Nice on the French Riviera is set to take on a somewhat different tone in 2020. France has become inextricably linked with the flagship TM Forum (TMF) event – apart from two forgotten years in Dublin – but, following its rebranding as Digital Transformation World in 2018, the event now looks set to transfer to Copenhagen, apparently in order to provide more space.
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Suppliers & SCMLivePerson indicates positive T-Mobile US engagement
LivePerson, the software vendor behind T-Mobile US’ (TMUS) Team of Experts and Message Us customer support channels, used a May 2019 Investor Day to paint a positive picture of how its engagement with the NatCo was going.