The purpose of this CXTech Week 47 2024 newsletter is to highlight, with commentary, some of the news stories in CXTech this week. What is CXTech? The C stands for Connectivity, Communications, Collaboration, Conversation, Customer; X for Experience because that’s what matters; and Tech because the focus is enablers. You can sign up here to receive the CXTech News […]
Introduction Businesses in LATAM are being subjected to 250%, 267%, and 6600% price increases for international A2P SMS as global aggregators squeeze out the local aggregators. And we’re seeing even local A2P SMS price increases of 1125%. I’ve been hearing quite a few complaints about SMS pricing in Latin America from brands and local aggregators. […]
At a recent Alcatel-Lucent customer event, Transforming the Customer Experience, I gave a presentation and ran a panel session on The Imperative to Open the Network, the pitch for the session was: “The world has changed drastically over the past 3 years for operators. No longer are they the preferred service provider of their customers. […]
At the start of April I wrote about the consolidation in the service management space and the major trends of: Consolidation of functionality. Just like enterprise IT, as mature functions are subsumed. For example, once upon a time a service provider would buy a VoIP fulfillment platform, now multi-service fulfillment is the norm. Emergence of […]
Starting with a few definitions: Service Fulfillment systems support processes that ensure service providers give requested services to customers in a timely and correct manner, so called Order-to-Cash cycle. Service Assurance solutions monitor service performance based on the customer’s view, not the network manager’s view, based on defined key performance indicators (KPIs), key quality indicators […]