Featured White Paper
When built right, smart Interactive Voice Response (IVR) can outperform your best performing agent. With the evolution of advanced speech technologies (e.g., natural language understanding) coupled with smart design strategies like next generation IVRs, smart IVRs have greatly improved the communication service providers’ customer engagement indices. This white paper discusses various strategies in implementing such effective tools that can completely transform customer experience.
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Considering the millions of subscribers and thousands of cell towers, telcos need significant churning of data before arriving at the approximate location of a person. Since revenue growth through voice and...
data services is stagnant, telecom players must look for new avenues. The chapter in this book (Page 33) explains how ‘location’ can be provided as a service or as an entire platform, so telcos can tap into this ever increasing market.
Even as voice revenues continue to decline and increasing competition from new players impact average revenue per user, service providers must redefine their...
customers’ communications experience by ensuring continuous innovation in their services while protecting their core investment. Read how an IP multimedia subsystem approach can tackle some of the key challenges in the contemporary telecom ecosystem and create new possibilities in service innovation.
With the convergence of telecommunication and media, service providers are finding new opportunities to provide end consumers with a variety of Value Added Services (VAS). This View Point discusses a new business...
model for digital content services, wherein content service providers can partner with their competitors. The proposed federated model provides customers access to relevant digital content services across ‘competing’ media stores, while providing service providers with new revenue channels.
Competitive forces and increased adoption of innovative and multifaceted business models are compelling service providers to create and launch new products faster, with reduced product design and development cost. To achieve this ubiquitous...
business objective, many service providers are adopting a centralized dynamic catalog strategy. Product designs need to be reusable, componentized, modular and flexible such that they provide a single agreed view between business, IT, and network engineering across different systems. This paper provides a solution framework on how to design a reusable, componentized, modular and flexible product catalog.
The Indian telecom industry boasts of around 621.28 million customers with urban tele-density at 120% and rural at around 24%. 10% increase in telecom penetration results in a 1.2% increase in the country's GDP. Telecom businesses tend...
to shy away from investing in Value Added Services (VAS) to propel growth in the rural areas as it involves higher Capital Expenditure (CAPEX) and Operating Expenditure (OPEX), low customer spending and lower Average Revenue Per User (ARPU) when compared to urban customers. Our expert explains how steady investments in infrastructure and VAS by CSPs, suitably supported by government policies/ funding can help boost customer confidence in rural areas. This will directly result in improved user penetration, increased top-line and bottom-line figures for operators and increase in GDP.
Enterprises implement several web based techniques to increase revenue and drive growth. Today, digital consumer experience is the key driving force that enables enterprises to provide next generation services to their customers. Web analytics, which involves...
collection, transformation and analysis of user activities on the organization's web site, plays a vital role, helping enterprises understand the varying behavioral patterns of the customer on a regular basis. It enables enterprises to react quickly and meet customer expectations.
Telecom networks have converged with services and market demand shifting to the world of IP. This, in turn, has initiated Intelligent Network (IN) services to progress from traditional SS7 networks to newer architecture. This paper gives an...
overview of the traditional IN, its transition to network agnostic architecture and how this change would benefit telecom operators.
Due to Commoditization of basic service offerings, Communication Service Providers (CSPs) are compelled to invest in emerging technologies to offer new products and services to their customers and stay ahead of the competition. Maintaining profitability...
and ensuring high Return on Investment (ROI) remain key priorities. CSPs can ensure high customer retention and enable up-selling and cross-selling to existing high value customers through CRM applications. Our experts propose strategies to identify, target and retain high value customers and manage customer service proactively.
Communication Service Providers (CSPs) face challenges in order fallout, billing disputes, revenue leakage, and customer satisfaction owing to poor quality of data. Successful rollout of data quality strategy relies on developing a dynamic Data...
Quality framework that replaces manual analysis. Our white paper offers a step-by-step approach for enterprises to improve data quality and deliver trustworthy and strategic information to business users.
Achieving zero percent order fallout in business environment is a difficult task. To gain a better visibility on management of order fallout and curtail revenue leakage, Communication Service Providers (CSPs) need...
a robust system. An integrated approach with Infosys' structured methodology helps CSPs rationalize costs, eliminate inefficiencies and prevent customer churn. Apart from reducing operational expenditure, it accelerates order completion and reduces outage time.
Enterprise Data Management (EDM) helps Communication Service Providers (CSPs) address challenges created by convergence of technologies and frequent Mergers and Acquisitions (M&As). It provides reference data and unified data quality...
framework to integrate, validate and migrate data. It also enables continuous monitoring of data quality and establishes standards across the enterprise data lifecycle. Our experts discuss the need for EDM in telecommunications, benefits and challenges of implementing an efficient EDM, and components of an EDM solution.
Companies have to establish lasting relationships with key customers to maximize profitability. According to Infosys’ expert, companies must adopt a model of customer lifetime value to deliver a rewarding experience. They must implement strategies...
that develop and cultivate 'engaged' customers.
Social Networking can be adopted by a Customer Care Center to facilitate collaboration. Social Networking in a Customer Care Center environment offers short-term and long-term benefits. According to Infosys’ expert, by capitalizing...
on Social Networking, the Customer Care Center can be transformed into an informal learning platform enabling traditional training and informative sessions. Team members can benefit from knowledge sharing and collaboration leading to increased levels of efficiency at the Customer Care Center.
Infosys' experts believe that CSPs must create lifestyle community portals to convert social networking into a competitive advantage. This white paper demonstrates how portals across multiple touch points (Internet, mobile and television) can optimize social networking and open new revenue streams.
Communication Service Providers (CSPs) can increase Average Revenue Per User (ARPU), meet Service Level Agreements (SLAs) and reduce capital expenditure and operational expenditure by monitoring the performance of business parameters such as order ...
management, service provisioning, mediation and billing. A business intelligence system enables decision making by providing information about progress in a specific area of business. Infosys’ expert focuses on analytics to measure the performance of a CSP.
Technology has transformed how Communication Service Providers (CSPs) conduct business. Macro and micro economic conditions influence consumer behavior. These factors, combined with globalization and deregulation, compel companies...
to consolidate through Mergers and Acquisitions (M&A). The role of IT in M&A activities of CSPs is critical due to the business’ dependency on IT. Our expert proposes IT best practices that CSPs should follow to enable faster and efficient M&A. According to him, an effective combination and management of technologies, people and processes enhances the benefits of M&A.
How can wholesalers launch products faster in the retail market either as white-labeled products or through retail front-end to realize revenues faster? How can a converged operations team manage wholesale and retail services...
through Intelligent Fallout Management? How can suppliers work together and rapidly co-create products/services for the industry in an agile manner? Our white paper discusses solutions for white-labeling, potential business models and unified fallout management.
The Telecom industry continues to evolve through disruptive products, uncertain markets, shorter product lifecycles and convergence of technologies. The primary focus of today’s market is on customer experience. This has...
resulted in several product management challenges such as an increased complexity and volume of offerings, creating product variants and accelerating time-to-market. Our white paper discusses how Enterprise Product Management enabled by PLM-based product catalogue solutions helps telecom companies rapidly launch next-generation products.