Today, people are buying more smartphones than PCs. More conversations take place through social media portals than through standard voice calls. More people are consuming video content on mobile devices than on traditional broadcast television.
Customer support often determines how happy and satisfied a customer is, and it has grown into a critical touch-point between company and customer. Yet making such interactions truly mutually beneficial remains an elusive goal. Can we make customer support better by emphasizing self care?
It’s a well known bromide of user research: customers don’t always know what they want - even when they think they do. Just because they can articulate it explicitly and provide detailed use cases, is no guarantee that once they get the thing they’ve asked for and desired, that they will in fact want it.
Aricent recently conducted a webinar on the topic of MPLS-Transport Profile. We had several hundred people participate and they asked more questions than we were able to answer in the time we had! Here are answers to the ones we didn't get to in the webinar.
2011 marks the 10th anniversary of Carrier Ethernet services launched by the Metro Ethernet Forum (MEF). The technology has penetrated deep into global communication businesses, both as a service and as a network infrastructure cornerstone, with the entire business ecosystem investing in this technology. Here are a few statistics that show just how deep the services have been integrated.
Operators today are involved in a vicious cycle of adding bandwidth in order to support bandwidth hungry applications, which in turn is spawning even hungrier applications. This is driving operators to deploy next generation technologies such as LTE, which is proving to be one of the biggest “spends” in the history of telecommunications. The problem is that the operator’s Average Revenue Per User (ARPU) is not increasing at the same rate as the demand for mobile broadband, driving the need for operators to innovate to maximize revenue and optimize CAPEX and OPEX.