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Archive for June, 2012

How to Deliver Outstanding Customer Service Support

Written by GoS on . Posted in Blog

Challenge

Customer support relies on accurate information yet most network operators have only a very incomplete picture of customer problems. Current network monitoring solutions cannot routinely access client devices or monitor the performance of individual applications in the subscriber domain. They cannot look beyond the CPE or network demarcation point to “see” the problem that the customer experiences, either in real-time or historically. Without this data, network operators cannot efficiently solve customer problems that originate beyond their network boundary.

This can significantly increase the time taken to resolve individual subscriber issues and lead to unnecessary costs.

Solution

By installing GoS Agent on client devices, such as mobile handsets, broadband dongles and CPE gateways, customer support teams can view data on application performance, bandwidth problems and LAN-side issues. Each instance of the GoS Agent interacts with a centrally deployed GoS Manager, accessible to customer support agents, presenting them with the information required to solve customer problems quickly and efficiently, saving time and money.

Benefits

The combination of GoS Agents and GoS Manager provides customer support teams with:

  • Access to real-time and historic visibility of traffic arriving from the LAN and going to / from the WAN
  • The ability to remotely identify and resolve root-causes of customer issues on the LAN
  • The means to measure actual link performance and throughput, not network estimates
  • The ability to shorten customer support call duration and reduce costs
  • Improved customer satisfaction, reducing churn
  • Increased net referrals and customer advocacy
  • Reduced costs through efficient network optimisation and management
  • Revenue generation with assured, sticky services

GoS 360° is the only way to obtain the complete visibility of LAN devices required for 360° customer service assurance.

Examples

  • Fixed line broadband services such as IPTV
  • Measurement of streaming video user experience
  • Business services
  • Mobile broadband performance
  • Application specific management and support
  • Gaming

 

MNOs Can Differentiate to Capitalise on Two-Sided Business Models

Written by GoS on . Posted in Blog

The two-sided business model has fascinated the telecoms industry since the concept first started to gain credibility some years ago, largely through the pioneering efforts of STL Partners. The theory is well-known and some operators are starting to deliver on the concept with innovative platforms and packages aimed at business partners from both sides.

It’s a corner stone of the concept that, for example, mobile operators have access to resources and assets that can be of benefit to other parties. Moreover, it’s axiomatic that these assets are unique and are not available to other providers, such as OTT providers who deliver applications directly to customers in MNO networks but who don’t (currently) pay for the privilege.

This point needs further exploration: it’s really a question of identifying a unique capability and leveraging it. And, something that is unquestionably an asset is the network and the ability to deliver quality of service – and guarantee effective quality of experience – to customers. But there is an area that has been overlooked – the RAN is a key territory that is owned by MNOs and cannot be colonised by other players. It’s critical, therefore, that MNOs seek to optimise their ability to deliver outstanding and controllable QoE in the RAN.

This requires innovation. They need to extend their QoS framework into the RAN itself in order to protect and enhance their unique assets. They can do this by leveraging existing frameworks and extending them into the RAN and the domain of the client device. Take the PCEF for example. While this currently sits in the network, taking PCEF functionality into the RAN via handset-based deployments significantly enhances MNOs ability to deliver something unique and hence create differentiation that will support their ability to capitalise on the promise of the two-sided business model.

Differentiation requires unique assets. MNOs have many, but they can also work to extend and enhance these assets in ways that increase their value.

 

What is the Future for Telcos? Diversification and Network Readiness are Key

Written by GoS on . Posted in Blog

This is a huge question – and it’s not one to which anyone really knows the answer. There’s been a wealth of reports and observations on the subject and the truth is that there is no simple answer.

There will be a number of strategies that telcos adopt to meet the challenges of growing (and maintaining revenues). There will also be an intensification of competition. And it’s this that suggests some clear opportunities for operators to take steps forward – if operators are prepared to evolve their network and go beyond current boundaries and capabilities.

As management consultancy firm A D Little notes in a recent report, diversification is going to be critical. It will open up a range of opportunities – some of which are obvious, others of which are less obvious, and many which may not yet be apparent. Operators need to prepare for diversification and lay the foundations to capitalise on a range of new services and opportunities.

But in order to achieve this, operators need to ensure that they have flexible networks and systems. They need to be able to provide enhanced services, not just to their existing customers but also to new potential customers and partners. Services must be flexible and multi-dimensional, capable of being differentiated and repackaged for different markets.

But to prepare for new opportunities, operators need full control over their network – not just in the core, but also beyond the edge, into the user domain. The rise of OTT players is a phenomenon enabled by the rise of IP. Applications and services can be delivered from any location. Such applications do not have control over network resources.

Operators do control the network and are in a unique position to leverage this. However, they do not currently extend their capabilities into user devices. This is important for end-to-end service delivery, management and differentiation. Without extending their network boundary, via, for example, a distributed PCEF that can be deployed in client devices, operators will not be able to position themselves to capitalise on new opportunities.