Archive for the ‘Policy Management’ Category

  • Customer service needs common sense not aggression

    on Jul 23, 14 • in Beyond Billing, News, Policy Management • with No Comments

    Customer service needs common sense not aggression

    It is one thing to do an exit interview, in order to gain feedback from unhappy customers. They are, after all, more likely to be honest and therefore the information is more likely to be of real value. It is quite another to put in the bully boys to try and persuade people to stay with your company. This ‘exit interview’ which, when it became clear it was anything but, was taped, has now been listened to by over four million people. It will have damaged Comcast quite a lot. Not only does it demonstrate

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  • The journey from control to context – ‘are we there yet?’

    on Jul 7, 14 • in Analytics, Beyond Billing, M2M, News, Policy Management • with No Comments

    The journey from control to context – ‘are we there yet?’

    There is something incredibly interesting about researching and writing a report on a topic that is ‘front and centre’ of people’s minds. It is like taking a snap shot of an industry, of collecting all the fluffy conversations and debates and solidifying them. Such was the work on the real time convergent charging and policy management report that is now available. Everyone says, in those conversations, that operators need to move to a real time environment in order to remain competitive. Do the survey and you find out that an overwhelming 95 percent of operators agree

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  • Speed as a platform – discuss

    on Jul 3, 14 • in Analytics, Beyond Billing, Digital Content, News, Policy Management • with No Comments

    Speed as a platform – discuss

    In the days when personal computers were called personal computers and there were large trade shows dedicated to them, there was an interesting phenomenon. Screens were small but becoming larger, colour screens arrived, speed went from tediously slow to really quite fast. The online world arrived and a familiar sound was the fuzzy whining of a modem connecting over a dial up connection. Surfing was more like snoring. At almost any point in what has been the fastest and more fascinating revolution in history, you could have some fun. You could ask a colleague whether

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  • When the walls come tumbling down – the end of siloed thinking

    on Jul 1, 14 • in Beyond Billing, Featured Blogs, News, Policy Management • with No Comments

    When the walls come tumbling down – the end of siloed thinking

    We have been discussing silos in the telecommunications industry for many years. We know they must go and real-time is driving a sea change in the way that communications providers operate and organize themselves. Silos are being swept away. But there are bigger silos that are, without us necessarily realizing it, creating barriers to true innovation, intuitive services and ultimately true loyalty. Industries themselves. Most industries offer some form of loyalty scheme and we are used to being asked whether we have our airline, supermarket, pharmacy or retail loyalty card with us when we shop,

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  • Roaming fraud is up, customer experience is down, common sense does not live here anymore

    on Jun 30, 14 • in Analytics, Policy Management, Revenue Assurance • with No Comments

    Roaming fraud is up, customer experience is down, common sense does not live here anymore

    Irritation is rising at BillingViews Boulevard. Normally this irritation is not caused by inane press releases announcing that vendor ‘x’ has sold something to operator ‘y’ and expecting us to be impressed. We simply press ‘delete.’ We are now officially irritated by this whole data roaming thing. We were encouraged by news that the European Commission were going to scrap data roaming charges as of, oh, about now. Then we became amused and annoyed that a Tier One European Operator sent operatives round to have a ‘talk’ with Neelie Kroes and, lo and behold, the date

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  • Speed sells, but speed sells stuff too – the real potential of LTE

    on Jun 25, 14 • in Billing, News, Policy Management • with No Comments

    Speed sells, but speed sells stuff too – the real potential of LTE

    When things are getting interesting and moving as fast as they are in the communications world, it is easy to get ahead of yourself. Sometimes you seem to go round in circles. It is advisable, if this happens, not to meet yourself coming the other way. Events such as TM Forum Live tend to set you off into the realms of enchantment where ‘data’ is a term we used in the ‘old days,’ products are clear and simple and the innovations pouring out of operators’ marketing factories leave us bewildered by their sheer invention. But

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  • Context is king – but please add common sense

    on Jun 23, 14 • in Analytics, Beyond Billing, News, Policy Management • with No Comments

    Context is king – but please add common sense

    Recently a senior BillingViews operative took a quick vacation. Three well spent days and two very well spent nights made sure that a small group of holiday makers were well refreshed, well fed and well relaxed. Photographs were taken, friendships were strengthened and promises were made about creating Dropbox folders to share the photos which, of course, came to nothing. Vacation over, all involved went back to work. Some weeks later one of the holiday makers got a message from Google asking if she wanted a photo album of her recent trip to Amsterdam. Intrigued,

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  • OTT collaboration is alive at TM Forum Live!

    on Jun 9, 14 • in Analytics, Beyond Billing, Digital Content, News, Policy Management • with No Comments

    OTT collaboration is alive at TM Forum Live!

    TM Forum Live was almost an exact replica of last year’s event, but there was one interesting difference. The mood was more serious.  There were the usual number of booths, the usual number of cocktail receptions and the usual number of conference sessions (too many). It was just that the mood was more serious. The reason is – perhaps – that there has been a huge change in the communications industry in the last year. We are discussing the same things, talking the same level of, er, hot air as usual, but we are also

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  • We are all customers and we should take that to work with us

    on Jun 6, 14 • in Beyond Billing, CEM, Policy Management • with No Comments

    We are all customers and we should take that to work with us

    The potential of real-time, that we have described as a child at the moment, is growing up. But it is still only a teenager. And a slightly wayward one at that. Largely because our industry cannot help but go ‘technical’ whenever the chance arises, we look at real-time from one end only. We talk of integrating this with that, of IN platforms and policy management systems, but we should think about it from the point of view of a, um, customer. Let us think of the grown up real-time potential as Jeeves, of Jeeves and

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  • OTT collaboration – bundling coming of age or a new way of thinking?

    on Jun 4, 14 • in Analytics, Beyond Billing, Digital Content, News, Policy Management • with No Comments

    OTT collaboration – bundling coming of age or a new way of thinking?

     A recent and well researched project from Telecoms.com focused on the impetus that is driving partnerships between operators and OTT players. Part of the research pointed to a feeling that both camps are having a reality check. Many involved on both sides are beginning to see difficulties – and 38 percent in each camp believe there is not enough willingness on the other to get things done. Some observers, such as our friend @disruptivedean, will tell you that the integration issues are much greater than you think. Web sites are complex places and not getting any simpler

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