A New Conversation Experience

Living Video: A New Conversation Experience

Edited By Peter Bernstein on January 17, 2012

By Erin Harrison

One of the reasons video is so pervasive today is because of the personal dynamic it brings to conversations and meetings, creating higher-level interactions. Just like a face-to-face conversation, video brings subtleties and other nuances that cannot be communicated in an email or text.

A recent article in Alcatel-Lucent’s Enriching Communications, Living Video Conversations Go Mainstream, details how “living video” gives service providers opportunities to deliver a compelling new conversation experience. It says mobile networks, devices and people are ready for enriched video conversations, and service providers’ are in a position to deliver them.

Ready, set and go

Posted in A New Conversation Experience, Alcatel-Lucent Corporate News, Alcatel-Lucent Technology News, Broadband, Next-Generation Communications, Research, Video, Wireless

It Takes a Village to Deliver Rich Communications

Edited By Peter Bernstein on January 22, 2012

By Erin Harrison

As service providers (SPs) shift to all IP-networks, users expect features to become standardized. This gives SPs an opportunity to provide their customers a new conversation experience.

A recent Alcatel-Lucent Enriching Communications article, “RCS Success Requires Community-based Ecosystem,” highlighted how the market for Rich Communications Services (RCS) has changed based on two developments that have converged — accelerating deployment of wired and wireless end-to-end IP networks and the rapid rollout and adoption of rich communications applications and services.

Posted in A New Conversation Experience, Alcatel-Lucent Corporate News, Alcatel-Lucent Technology News, LTE, Next-Generation Communications, Wireless

Opt-In Mobile Marketing Strategy: 6 Tips for Success

Edited By Peter Bernstein on February 27, 2012

By Susan J. Campbell

As consumers, we are constantly on the go with a mobile device of some kind in our hand providing directions, connection with a colleague or access to the data we need to close the big deal. The same device guides our social lives as we’ve come to rely on smart devices to manage our activities, content and connections. For brands, this provides the perfect opportunity to develop an Opt-In Mobile Marketing Strategy.

A recent blog by Mihai Vlad of Alcatel-Lucent’s Optism unit entitled, Thinking Human: Six Steps for Building a Successful Opt-In Mobile Marketing Strategy, highlights the opportunity that exists with the proliferation of the mobile phone as the must-have device. By developing an Opt-In Mobile Marketing Strategy, mobile operators, marketers and their brands can ask permission before engaging with consumers. In doing so, it provides unprecedented access to the consumer’s attention and the opportunity to build trust.

Posted in A New Conversation Experience, Alcatel-Lucent Corporate News, Alcatel-Lucent Technology News, Mobile Marketing, Mobile advertising, Next-Generation Communications, Wireless

Getting More Apps and Services to More People Faster --Creating the Competitive Edge

Edited By Peter Bernstein on March 2, 2012

By Susan J. Campbell

The demand for innovative applications continues to grow, putting increased pressure on mobile service providers (SPs) to deliver more apps and services to people faster than the competition. To create and sustain a competitive edge, service providers must invest in faster and more flexible service deployment. At the same time, clear focus must be placed on open innovation to accelerate service development to enable the agility needed to optimize key opportunities in retail and wholesale.

A recent Alcatel-Lucent Enriching Communications article, Accelerate Communication Service Development explored the importance of the competitive edge and how mobile service providers can focus on their strengths to achieve the level of agility, innovation and flexibility necessary to effectively compete. The fact that service providers deliver solutions that work across devices and the boundaries of different networks is a key strength that can be monetized in sustainable and profitable ways.

Posted in A New Conversation Experience, Alcatel-Lucent Corporate News, Alcatel-Lucent Technology News, Next-Generation Communications, Wireless

Together We Can Go Far: Alcatel-Lucent's ng Connect Program Drives Innovation for New Communications Technology Concepts

Edited By Peter Bernstein on March 19, 2012

By Mae Kowlke

Thanks to significant advances in broadband communication technology in the past few years, people from many industries and disciplines are coming up with some pretty innovative ways to work, play and do business. These often-disparate innovations represent growing opportunity for even greater changes, and greater rewards, if devices, applications and infrastructures were more effectively brought together.

With that vision in mind, Alcatel-Lucent (ALU) founded the ng Connect Program, intended to create an end-to-end ecosystem for rapidly delivering next generation services and applications, by combining the resources of industry, business and academic leaders. Enterprises, consumers and service providers all stand to benefit.

The ng Connect Program rightly claims that, “The opportunity is unprecedented. “ It has eight main goals:

Posted in A New Conversation Experience, Alcatel-Lucent Corporate News, Alcatel-Lucent Technology News, Broadband, Cloud, Web 2.0, ng Connect

Demand for Connected Services Drives Need for Customer Experience Solutions

Edited By Peter Bernstein on April 2, 2012

By Erin Harrison

Demand for broadband services is growing at an explosive pace as consumers look for richer and more personalized connected customer experiences. But service providers’ fast and reliable networks can’t win over every customer. In addition, competition from new brands is making it tougher to differentiate with devices, services and pricing. In short, to stay competitive, service providers (SPs) have an imperative to cater to the needs of the market that goes beyond traditional approaches.

While consumers are aware that new technologies can bring added complexity, they also expect their devices and services to keep bringing them simpler and more compelling experiences. Based on these trends, SPs need new differentiators to remain competitive. To stand out and deliver market leading customer experiences, SPs need to make their offers easier to buy, easier to use with more user-friendly options for payment.

Alcatel-Lucent’s Motive portfolio of solutions offers a four-pronged approach for SPs to step up their games.

Posted in A New Conversation Experience, Alcatel-Lucent Corporate News, Alcatel-Lucent Technology News, Broadband, Next-Generation Communications, Web 2.0

A Holistic Approach is Necessary for Quality Customer Experiences

Edited By Peter Bernstein on April 9, 2012

By Mae Kowalke

For the hotly competitive world of mobile communications service providers, it’s no longer enough simply to provide fast, reliable connections for a variety of devices at competitive rates.

A recent article in the Alcatel-Lucent (ALU) e-zine Enriching Communications titled, “Taking Care of the Customer Experience,” co-authored by ALU’s Ben Geller, Senior Director of Marketing and Oliver Krahn, Customer Experience Transformation Growth Program Leader, on this subject is worth a read. They explain how, “Service providers are learning that they cannot differentiate with devices, services or pricing.” This is clearly a dramatic change from the past.

Posted in A New Conversation Experience, Alcatel-Lucent Corporate News, Alcatel-Lucent Technology News, Mobile Marketing, Next-Generation Communications, Wireless

Telecom Operators Need to Improve Leadership, Customer Experience Management

Edited By Peter Bernstein on April 17, 2012

By Erin Harrison

We won’t sugarcoat it: European telecom operators are not reaching their full market potential due to a lack of leadership and customer visibility. In fact, just 12 percent of C-suite executives are leading the customer experience agenda at major operators, according to a new survey conducted by European Communications—the results of which appear in a recent special edition, “Customer Experience.”

Of concern, no one is leading a customer experience effort in 8 percent of operators. In a majority of cases, (41 percent) individual managers are taking it upon themselves, while for 39 percent of respondents, a dedicated customer experience manager has been put in charge.

While the findings cast a negative shadow on the customer experience focus by European service providers (SPs), the study’s results should be motivation for the SPs’ IT decision makers who want to turnaround their customer experience efforts and become more profitable.

A lack of coherent leadership naturally feeds down to a fragmented implementation of strategy. Although a majority of operators (45 percent) said customer experience is treated as an integral part of everything their organization does across all business units, that means a majority does not.

Posted in A New Conversation Experience, Alcatel-Lucent Corporate News, Alcatel-Lucent Technology News, Next-Generation Communications

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A New Conversation Experience