Next Generation Communications Blog

Why E-Mail Sucks and How to Make it Smarter

Many of us live in email. I get hundreds per day and I need almost every message. I am also a source...

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The Contact Center's Seemingly Oxymoronic Play: How to Decrease Costs Yet Improve Customer Service

I was recently asked to talk to some of our many contact center customers about the new contact center trends.  It...

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The New Facet of Customer Experience Management - Field Service 2.0

By: Rhodo Odysseos, Product/Solution Marketing, Alcatel-Lucent, and Jess Verbruggen, Motive Integrated Marketing Assistant, Alcatel-Lucent

Traditionally, communications service providers (CSPs) have treated the field service aspect of their organization as a cost center. Field technicians engaged in maintenance activities were simply a part of the cost of doing business.  More recently, the communications industry in general and the field service arena in particular, has been disrupted by immense changes in the customer profile, service expectations, and behaviors.

Field service is often the only face of the company that a customer will ever see, so it’s not a surprise that CSPs are striving to make a positive impact on customers in this realm. Achieving full potential in field service saves CSPs a lot of time and money. Productivity and efficiency reviews targeted at field service operations, done correctly, can reinforce other areas of the business by increasing customer satisfaction and improving safety and quality. 

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Amazon Fire Phone Should be a Laptop

I’ve written a lot of headlines in my life but this one is among the oddest. Why on earth does a phone...

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Apple Pay Vs. Google Wallet

Replacing credit cards can likely only be done if the new system is dead-easy to use and it moreover has to be...

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Signaling Offers Great Differentiation for Mobile Value-Added Service Offerings

We’ve all heard that some Value Added Services (VAS) revenue such as Short Message Service (SMS) are starting to decline in...

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Birdstep Improves Wireless User Experience, Reduces Churn

A smartphone user can get tripped up easily when in motion as today’s smartphones look for WiFi networks to connect to and...

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Top 10 Ways to 'Free Your Network' and Successfully Work with Third Parties

Telco interest in working with third-party service providers and developers is growing fast, and with good reason.   In the 15 years since the Internet became a global phenomenon, there has been an intense growth in the number of services that customers are able to access through their telecommunications connection, most of which have been created and supplied by third parties.   Network providers basically today have two choices - a) to be providers of only a small number of mostly commoditized services, b) or to work with third parties to add value to the customer's overall experience of using Internet and Web services.   The shift to third-party services is accelerating as more software platforms are making it easier build and upload new ideas to the Web's expanding community of users. Look no further than Facebook to realize the wide range of ways in which open platforms are being used to leverage businesses and expose them to greater opportunities.

Leveraging Multi-industry Ecosystems to Speed Service Innovation

ABI Research predicts that Verizon Wireless, for example, will spend close to $30 billion on spectrum and infrastructure, and while LTE technology will present Verizon and other operators with significant reductions in operating costs, they will still need to find new revenue streams support their business models to compete effectively.

Using Ecosystems to Drive New Revenue and Innovation

In a next generation communications environment, it becomes almost impossible to achieve high levels of success with the former. The need to accommodate to accommodate different means of access and devices and to maintain viable financial models by making services adaptable to multiple user types means providers must facilitate interaction with other companies as they seek to develop and introduce new services.

Using Multimedia Content Management Solutions to Drive New Revenue While Increasing QoE

The evolution of networks, content, applications, and devices, combined with user's understanding of the capabilities available to them and their new expectations that result from this enlightenment make it critical for providers to be able to leverage flexible service delivery and management infrastructures.

Driving Innovation Through Multi-Industry Ecosystems

Indeed, ecosystems provide an opportunity for businesses that would have had little cause to work together under traditional business models, to generate added value for the members of a growing number of ecosystems as well as their end users.

Best Practices for Managing and Maintaining a Multi-Vendor Network

Every investment in today's cost-conscious climate goes through a lot of scrutiny. That said mobile operators face no shortage of challenges in today's market environment.   In their bid to improve their profitability and maintain their competitiveness, many mobile operators are rolling out new services meant to generate revenue and increase usage. They need to juggle diverse traffic types, keep track of complicated service level agreements and speed time to market - all while reducing capital and operating expense and generating new revenues.   Yankee Group estimates backhaul costs account for approximately 30 percent of network-related OPEX, while Heavy Reading noted recently that mobile carriers are increasing their spend on backhaul by 15 percent to 25 percent annually to meet demand for a high-quality HSDPA or EV-DO end-user experience.

How the Recession is Impacting Consumer Spending on Network-based Services

What it means is there is an ongoing opportunity for network operators, whose services are viewed as a much more fundamental part of everyday life than other leisure activities. Indeed, broadband service can be considered recession-proof.

Best Ways to Use the Content Management Enabler to Serve Multiple Devices and Screens

In an era when content is typically a few clicks away and consumers' thirst for media grows, network providers are increasingly looking to expand their next generation communications with multimedia services. While the popularity of social networking offers SMBS and large companies a host of revenue opportunities, end users are starting to explore the multi-screen concept to capitalize on some of the benefits.   One such company that can help fulfill end users' hunger for "always on," anytime and anywhere services is Alcatel-Lucent. The Paris-based company, which focuses on fixed, mobile and converged broadband networking, IP technologies, applications and services, developed a multi-screen experience that helps the movement of content and services across a multitude of devices.   Today, multimedia services are often characterized by companies' ability to grab end users' attention for lengthy periods of time. According to a recent Alcatel-Lucent white paper, video, for example, has the longest shelf life. And network providers can monetize that form of media by extending it from TV to mobile, PCs through mobile triple play offerings, remote access to user-generated content in home networks, and building upon existing video services to add value and other personalized information.   As people adopt modern day devices like PCs, notebooks, netbooks, and smart phones for greater convenience, traditional TV is no longer a viable means to reach consumers.

Speed Introduction of New Intelligent Applications and Time to Revenue

By collaborating closely with third-party developers and content providers - and by allowing them greater access to network resources, including QoS capabilities, network-based storage, and key subscriber and device data - operators will not only create long-lasting relationships with these providers by increasing their networks' value to them, but will also allow intelligent, contextual applications and services to be more efficiently developed and rolled out, lowering all-important time to revenue.

Alcatel-Lucent's "Enriching Communications" - The State of the LTE Market

The first online-only edition of the publication focused on the migration of 2G and 3G wireless networks to 4G technologies, specifically LTE. The process of network transformation from legacy environments to more agile, flexible, and stable 4G technologies has been a key area of focus for Alcatel-Lucent, including a particular emphasis on consulting customers on how to best approach the Broadband Stimulus component of the American Recovery and Reinvestment Act of 2009 (ARRA).

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