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CSPs Can Leverage Self-Help Apps to Unburden Help Desks

By: Paula Bernier, TMC Executive Editor

The Internet and the smartphone have altered customer expectations related to service. They have both elevated the requirement for fast results in terms of response times, and they have made consumers more comfortable with finding answers themselves using the devices in their hands and the information that is now at their fingertips.

Meanwhile, communications providers continue to expand the ever-growing number of services they offer to consumers. That now includes an array of Internet access, mobile, and TV services. The growing number of CSP services and customers also increases the potential for more help desk inquiries.

Service Providers Cut Costs and Boost Agility by Taking a Cloud Approach to Operations

By Mae Kowalke

The cloud is one of the hottest trends in computing, and communication service providers (CSPs) have an edge when it comes to cloud services. That’s because unlike IT and internet companies, CSPs also control their own network. This gives CSP’s a unique advantage and the carrier cloud a leg up on other offerings.

But the carrier cloud is only one way that CSPs can benefit from the cloud. They also can apply the same technique used with the cloud, namely virtualization, to evolve their own operations.

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