Archive for the ‘News’ Category

  • Bad customer service – why don’t we learn?

    on Nov 18, 14 • in News • with 1 Comment

    Bad customer service – why don’t we learn?

    The exciting news is that the BillingViews’ HQ is awash with iPhone 6 pluses. What might amuse is that, as usual, the customer experience was extremely painful. Almost, but not quite, funny. The first attempt at placing an order went smoothly, or so we thought. When it was pointed out minutes ‘post order’ that an iPhone 6 is not ‘the big one’ a second phone call was placed. After, therefore, the second chase round the company’s broken IVR system for 10 minutes or so, we discovered that, amazingly, the company was still extremely busy and were placed on

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  • Government to AT&T: Three strikes and you’re out!

    on Nov 6, 14 • in Beyond Billing, News, Privacy & Security, Slider • with No Comments

    Government to AT&T: Three strikes and you’re out!

    To say it’s not been a good month for AT&T would be a gross understatement. Take three of the scariest words in communications – cramming, throttling and spying – and you have the carrier’s troubles in a nutshell. Last month, the Federal Communications Commission (FCC), Federal Trade Commission (FTC) and state attorneys general in the U.S. announced a $105 million settlement with AT&T over the issue of cramming, the largest such settlement ever awarded. The case involved unauthorized charges for so-called premium SMS services, a problem that has also recently dogged T-Mobile. Not surprisingly, soon

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  • TripAdvisor talks telco

    on Nov 5, 14 • in Beyond Billing, News, Slider • with No Comments

    TripAdvisor talks telco

    Meeting Rory Kenny from TripAdvisor is an enlightening experience. His role as Director is to establish and nurture mobile partnerships and affiliates for TripAdvisor in Europe, Middle East and Africa. That responsibility alone makes him unique, but his views on how mobile operators and digital service providers should work together should be the basis for future cooperation between the mobile and digital worlds. The first thing Rory shoots down is the OTT (over-the-top) tag used so loosely to describe digital service providers (DSPs). “We are just trying to do our business,” he says. Connectivity is, of course, a critical

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  • Consumers still don’t want bills

    on Nov 4, 14 • in Billing, News, Slider • with No Comments

    Consumers still don’t want bills

    This piece from Market Strategist Hugh Roberts started life as a comment on the previous piece, Consumers don’t want bills – we decided it deserved a proper airing as an article in its own right. Of course consumers don’t ‘want’ bills. However, the fact that they have bought something gives them certain statutory rights that need to be fulfilled by the supplier. They are a necessary evil. First, there was/is the need to provide a statutory invoice (by whichever channel this may now be legally provided). Secondly, way back in the engineering mindset of the

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  • The great television unbundling of 2014

    on Oct 27, 14 • in Digital Content, News, Slider • with No Comments

    The great television unbundling of 2014

    For years, cable and satellite customers have been grumbling and complaining about getting dozens – and now hundreds – of channels, but there’s never anything good on. Wouldn’t it be great if we only received channels we actually watched and didn’t have to pay for the rest? It looks like we’re taking a small baby step in that direction with announcements that both HBO and CBS will be offering streaming-only services for their content. HBO was first to announce that customers will no longer require a traditional subscription to take advantage of its HBO

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  • Operators losing voice

    on Oct 23, 14 • in News, Slider • with No Comments

    Operators losing voice

    A new report from Juniper Research has claimed that voice and messaging traffic lost to OTT (Over The Top) players such as WhatsApp, Facebook and Skype will cost network operators $14 billion in revenues globally this year, up by 26% on 2013. The report – Mobile Operator Business Models: Challenges, Opportunities & Strategies 2014-2019 – found that in a number of markets, including Italy, Spain and the UK, operator mobile voice revenues had fallen to less than 60% of their value five years’ ago. It argued that a combination of IM, VoIP and social media substitution was primarily responsible,

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  • Mixed drinks, no mixed messages

    on Oct 17, 14 • in Beyond Billing, News, NFC, Slider • with No Comments

    Mixed drinks, no mixed messages

    Bars and pubs of all levels of repute have several things in common that are obvious as soon as you walk in the door, and actually before you even walk in. From the outside, you’ll likely see flashing neon and other colorful signs for various brands of beer and other liquid refreshment. This bombardment of ads continues when you step inside with yet more neon, mirrors and clocks emblazoned with company logos, coasters, mats and much more in the way of marketing at just about every corner of the establishment. Most of us can tune these

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  • The defining debate

    on Oct 16, 14 • in Beyond Billing, News • with No Comments

    The defining debate

    The one thing that strikes you when coming across Chris Lewis for the first time is that he doesn’t mince his words when discussing the direction he thinks telcos are heading. It’s not that he thinks his theories are infallible; it’s more about provoking a response from you so he can get a broader understanding of what people are really thinking. This is no shortage of articles, theories, blogs, analysis and events covering the state of the communications industry. And let’s not forget the countless repetitive and often inane presentations we have sat through in

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  • Bringing order to the Internet of things

    on Oct 9, 14 • in Beyond Billing, M2M, News, Privacy & Security, Slider • with No Comments

    Bringing order to the Internet of things

    The so-called Internet of Things (IoT) is still really confusing to a lot of people. Is my car part of it? What about my fridge and washing machine? How about medical devices? The traditional definition of the IoT is all of the above and much more. According to a number of analyst firms, there will be 30 to 50 billion devices on the IoT by 2020. The challenge then becomes how to keep track of all those devices and make it easy to interact with them, and, at an even more basic level, how to

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  • Kill the car kill switch

    on Oct 2, 14 • in Beyond Billing, News, Payments, Privacy & Security, Slider • with No Comments

    Kill the car kill switch

    Kill switches for lost or stolen phones make a lot of sense, and they are now the law in California where starting next July any smartphone sold in the state must come with the ability to render it inoperable under certain conditions. Most users don’t object to this because it means their precious data and apps won’t fall into the wrong hands in the event their phone leaves theirs. But one thing the kill switch isn’t used for is completely disabling a phone for non-payment of your cell phone bill. You may be cut off

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