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Alcatel-Lucent Technology News

Customer Experience Management Key to Mobile Services Differentiation

By Susan Campbell

The mobile broadband services market has become almost hyper-competitive globally. And, it has become increasingly clear that providing superior quality of experience (QoE) to customers, end users as well as third parties, will likely be a (if not the most) critical element in creating sustainable and profitable differentiated value. As a result, mobile service provider investment attention needs to be focused not just on delivering speeds and feeds but also on all aspects of QoE. A holistic approach for concentration on customer care¸ such as the Alcatel-Lucent portfolio of Motive Customer Experience solutions, fits the needs for making sure the best possible user experiences can be provided, monitored and constantly improved.  

Why customer care, and why a comprehensive approach?

The reason is that a holistic approach to customer care is a fundamental tool for reducing vital churn rates. The bottom line is the bottom line here. Service providers (SPs) have the opportunity to make better use of the subscriber and network data to help not only make customers more loyal but also improve average revenue per user (ARPU) based on establishing a relationship that customers view as more “trusted.”  In fact, if done correctly, they can leverage the provisioning of compelling customer experiences into a powerful tool for making satisfied customers enthusiastic brand advocates.

Growing the Pay-TV Industry: It's Time for Disruptive Thinking!

By: Wim Van Daele, PMP
Director, Communications – Motive CxS Portfolio, mCommerce & IP Video Solutions

For far too long, the pay-TV industry has been hanging on to legacy infrastructures and traditional business models. Few people are raising the one question that really matters: will today’s practices allow us to face the challenges and opportunities of tomorrow?

Guess what? They won’t. To secure growth in this established market, a more disruptive and unbiased thinking is required. Alcatel-Lucent embraces this new, open mindset - while marrying it to a staged and economically viable migration scenario.

As a starting point, three key thoughts/questions for your consideration:

A New Conversation Experience: Alcatel-Lucent's 4G Consumer Communications Solution

Beecher Tuttle

Subscriber demand for more innovative, bandwidth-hungry services has driven most every service provider to build a 4G LTE network capable of providing greater capacity, reduced latency and improved pricing. But to unlock the power of a 4G LTE investment – and to continue to deliver revenue-generating voice and messaging services – carriers must look to embrace Voice over LTE (VoLTE), a core component for a new set of rich media and collaboration services that also enables operators to deliver voice without having to rely on legacy 2G/3G networks.

In short, VoLTE helps service providers capitalize on their new 4G investments. VoLTE enables operators to offload legacy infrastructure and to deliver data simultaneously with crisp HD voice. By blending mobile voice with video, converged IP messaging, the web and social networking, service providers can create new revenue-generating communication services that differentiate them from competitors. The technology is also proven to harmonize conversations across disparate providers, devices and apps.

But perhaps more than anything, VoLTE provides operators with the flexibility to respond to ever-changing technologies, market conditions and user demands. The competitive freedoms of VoLTE allow operators to experiment with and deliver new communication features for broad markets and even strategic industries like mobile healthcare.

LTE Wireless Networks -- Time to Deploy

By Mae Kowalke

Wireless operators and those who supply them infrastructure spend a lot of time focusing on the ‘data storm’ and what they are doing to stay one step ahead of it. The goal is to deliver more data, faster, with a better customer experience and greater economies of scale than in the past. Thanks to Long Term Evolution (LTE) technology, these goals are now within reach.

“According to the Global mobile Suppliers Association (GSA), 4G LTE is the fastest developing mobile system technology ever,” said Maniam Palanivelu, director of global 4G LTE solutions marketing at Alcatel-Lucent, in an Enriching Communications article, “LTE: The Best Thing to Happen to Wireless Networks.”

Building New Zealand's Ultra-Fast Broadband Network

By Erin Harrison

New Zealand is on the brink of a new era in communications. Two major initiatives will significantly help improve the speed and capacity of the country’s high-speed broadband network, as outlined in a recent Alcatel-Lucent (ALU) white paper, “How New Zealand can increase the social & economic impacts of high-speed broadband.”   

The Ultra-Fast Broadband (UFB) project and Rural Broadband Initiative (RBI) are set to improve the network speed and capacity available to nearly 98 percent of New Zealanders, based on a study conducted by Bell Labs, the research arm of Alcatel-Lucent. The goal is, as ALU likes to say about its broadband portfolio, “Get to Fast, Faster.”

Information and Communications Technology has Key Role in Green Economy

By Mae Kowalke

It will take dedication, teamwork and technology to achieve the future we want in terms of reducing poverty, advancing social equity, and ensuring environmental protection. That’s the message behind upcoming Rio+20 UN Conference on Sustainable Development, this June in Brazil.

Alcatel-Lucent (ALU) and others are focusing heavily on technology as one key aspect in achieving a better future. At a Rio+20 planning conference earlier this month, Philippe Richard, who heads up green strategy at Bell Labs, participated in the closing panel, where he highlighted the role information and communications technology (ICT) plays in sustainable development.

Report: Chinese Information and Communications Technology (ICT) Industry Interested in Going Green, But More Development Needed

By Mae Kowalke

People working in the Chinese information and communications technology (ICT) industry are open to the concept of going green, but need support and education to achieve carbon reduction targets using technology. That is the conclusion of a recent research study conducted at China’s Tsingua University Media Lab on behalf of Alcatel-Lucent (ALU) titled, “Green Information Communications Technology in China.” 

No 'One-Size-Fits-All' Path to Improving the Customer Experience

By Erin Harrison 

In this day in age, no matter what business you are in, the customer is king.

As we touched on last week (and commands further attention), European telecom operators are not cutting it when it comes to delivering a stellar – or even an adequate – customer experience. This weakened Quality of Experience (QoE) tendency is forcing tech-savvy consumers to side with the company that is most responsive to their communications needs and not necessarily the one that offers a specific kind of service.

Typically consumers base their requirements on the strength, speed and coverage of their network, the depth and breadth of their product and services portfolio and, least of all, price. But this is the case no longer.

A recent study conducted in EMEA by European Communications – the results of which appear in a recent special edition, “Customer Experience” – found overwhelmingly that telecom operators are losing their edge when it comes to QoE. Alarmingly, only17 percent of operators say they have a 360-degree view of their customers.

Green Telecom & IT Workshop by IISc and Bell Labs

By Vikram Srinivasan, Director, Networking Systems Research, Bell Labs, India

The GreenTouch consortium was formed with the ambitious goal of inventing new technologies that could reduce the energy expenditure of telecommunication networks by a factor of 1000 by 2015. Two of the newest members of the consortium are the Indian Institute of Technology, Delhi and the Indian Institute of Science, Bangalore, two premier research institutes in India.  We recognized that India faces certain unique challenges and Green is not only far more relevant in emerging markets such as India, but also that emerging markets require certain unique technical challenges in the field of Green Networking. With this in mind, the Green Telecom and IT Workshop was co-organized by Bell Labs and IISc with support from GreenTouch to explore collaborative opportunities, on April 4-5, 2012.

Telecom Operators Need to Improve Leadership, Customer Experience Management

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.

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