Featured White Paper
CEOs of telecom companies must focus on four key operational priorities for a successful operational transformation. The Flat World offers telecom companies opportunities as well as challenges. The combined impact of globalization, demographics, deregulation and technology change is driving the need for operational transformation. With changing value propositions, telecom companies must become more agile.
In the telecom industry, customer acquisition efforts incur a significantly higher cost than customer retention. In order to retain 'profitable' customers, Communication Service Providers (CSPs)...
must identify and determine a comprehensive identification process. Our expert details current market trends, churn prediction, and model application on real-time data as a means to obtain accurate results.
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.
Telecom service providers can justify their IPTV investments by opening new revenue streams of advertising and interactive services. In this white paper, Infosys’ expert makes a business case for interactive capabilities...
such as telescoping, better targeting and measurement, and channel sponsorship.
Wireless service providers are gravitating to the web store to acquire customers. Compared to the traditional retail store, the new medium gives them an extensive reach and low overhead costs. The authors of this white paper propose a synthesis of both the stores through...
Order-on-the-Web, Pick up- in-the-Store model, and explain why this has the potential to transform wireless retailing.
The convergence phenomenon is changing the way communication service providers (CSPs) operate. Falling PSTN revenues and triple/ quadruple play are forcing companies to formulate convergence-led strategies for future growth. The moot point...
is whether companies have the process and IT flexibility to cut across the silos of products/services. This article concentrates on the complex product environment structure across CSPs and proposes a product framework to cater to convergence.
Communication Service Providers (CSPs) must differentiate themselves to ensure customer loyalty. The relationship with subscribers must transcend communication needs and deliver value to their lifestyle...
. As a first step towards enhancing the customer experience, CSPs must realize the potential of convergence. In this white paper, Infosys' expert explores the challenges faced by the communications industry as it prepares itself to embrace convergence.
Web 2.0 technologies enable Communication Service Providers (CSPs) to create new service offerings across multiple delivery platforms such as the Internet, IPTV and mobile. It facilitates user contribution, collective...
intelligence and community collaboration. CSPs can provide compelling content to customers and open new revenue streams through user-generated content and social networking. In this white paper, Infosys' expert identifies the challenges that companies must address to successfully introduce Web 2.0-based services.
With interactive features like On-Demand programming, Chatting, Telemedicine and Education, Internet Protocol Television (IPTV) is all set to transform television. This whitepaper discusses the social and economic impact...
of IPTV - how it changes the TV viewing experience and empowers the audience.
To meet the needs of consumers, Communications Service Providers (CSPs) need to innovate by looking beyond the enterprise and developing an open innovation network to meet the needs of consumers.
Communications Service Providers (CSPs) must integrate knowledge scattered across the enterprise to offer compelling customer service.CSPs seeking to roll out converged services must differentiate themselves with a compelling customer...
experience. Companies must integrate knowledge scattered among disparate functional and operational units and deliver best-in-class customer support for converged IP-based services. In addition, they must introduce proactive and predictive capabilities for customer experience differentiation.
Communications Service Providers (CSPs) must address the challenges of implementing broadband internet bundled services to achieve success.
CSPs that roll out broadband internet bundled services to new geographies must face three key challenges...
- increasing network flexibility, enabling rapid service development and achieving operational excellence.