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Key developments related to customer experience management (CEM) support systems and deployments.

OSS/BSS / Customer Experience Management (CEM)


News & Views Most Popular Telia Carrier Vies to Be Prime Cloud Connector By Carol Wilson, Editor-at-large, 10/5/2018 Cloud connections, not video or 5G, will be the global network operator's growth drive. Post a Comment \| Read (0) Spirent CEO: Engineers Are Human, Too By Carol Wilson, Editor-at-large, 10/4/2018 In the second part of his CXO interview, Eric Hutchinson talks about AI, cybersecurity and the humanizing factor of the test company's strategic shift. Post a Comment \| Read (1 Comment) Latest Comment: Vishnu Goel Mr Hutchison as the new CEO of Spirent brings a fresh approach and vision to... Verizon: Vendor AI Not Ready for Prime Time By Carol Wilson, Editor-at-large, 10/2/2018 Verizon's wireline unit is developing its own machine learning internally using open source tools and 'agile' development methods. Post a Comment \| Read (4 comments) Latest Comment: ChiefMar76368 Great article, Carol. It should no longer be a surprise to anyone that "AI"... Advertisement Eurobites: Telia Lands Norwegian NB-IoT Deal By Paul Rainford, Assistant Editor, Europe, 10/2/2018 Also in today's EMEA regional roundup: Telia commits to 5G launch in early 2019; Sigfox grows its network; KPN's new hire; Orange lands in-flight connectivity deal. Post a Comment \| Read (0) Agents Down: Vodafone's Chatbot & the Jobs Threat By Iain Morris, International Editor, 9/24/2018 Vodafone's UK business is offering customer service agents the chance to retrain as coders, as an increasingly sophisticated chatbot takes over their jobs. Post a Comment \| Read (0) The Many Faces of Digital Transformation By Ray Le Maistre, Editor-in-Chief, 9/24/2018 Digital transformation is a complex challenge but one that will help service providers revitalize their businesses, as we found out at this year's Operations Transformation Forum (OTF) in Munich. Post a Comment \| Read (0) Synchronoss CEO Glenn Lurie: Delivering the New Mobile OS By Phil Harvey, US News Editor, 9/21/2018 Glenn Lurie, CEO of software platform provider Synchronoss Technologies, has his work cut out for him. He's helping carriers navigate several possible growth opportunities, like IoT, messaging and personal cloud services. Check out this interview where Lurie discusses the company's newest partnership with AT&T and new proof-of-concept with a blockchain-based mobile payments service. Post a Comment \| Read (0) Advertisement Eurobites: Orange Bolsters African Presence With Subsea Deal By Paul Rainford, Assistant Editor, Europe, 9/14/2018 Also in today's EMEA regional roundup: Deutsche Telekom goes big in Bavaria; new MVNO targets hearing-loss sufferers; why telco customer experience (often) sucks. Post a Comment \| Read (0) Spirent CEO Eric Hutchinson: Out of the Labs, Into the Boardroom By Carol Wilson, Editor-at-large, 9/14/2018 New initiative at test system specialist aims at making company more of strategic partner, while promising to make 5G rollouts more cost-effective and faster. Post a Comment \| Read (0) Huawei's OTF 2018: Time to Go Digital By Ray Le Maistre, Editor-in-Chief, 9/3/2018 At the Operations Transformation Forum 2018, operators and industry experts explained how the shift to digital platforms and new operations processes are essential for 5G. Post a Comment \| Read (9 comments) Latest Comment: Jeff Baumgartner Seems that the makings of such a wholesale market is already underway. This... CenturyLink's Simlot: Edge Evolves Based on Customer Experience By Carol Wilson, Editor-at-large, 8/24/2018 New head of carrier's virtualization strategy is focused on making services more readily available at whatever edge they best fit. Post a Comment \| Read (0) Vewd Aims to Give Pay-TV Ops More Command & Control of Android TV Boxes By Jeff Baumgartner, Senior Editor, Light Reading, 8/23/2018 Says stitching Vewd OS to devices running the Android TV Operator Tier platform enables service providers to personalize and customize the UI and pre-load apps from outside the Google Play universe. Post a Comment \| Read (0) T-Mobile to Play the Customer Care Card With Layer3 TV By Jeff Baumgartner, Senior Editor, Light Reading, 8/15/2018 New 'Team of Experts' program hints at one way T-Mobile will try to set its new OTT TV apart from the crowd. Post a Comment \| Read (3 comments) Latest Comment: Jeff Baumgartner It seems that they are doing more than simply throwing bodies at the solution,... T-Mobile Bucks Automation Trend in Customer Service With Latest 'Un-carrier' Move By Dan Jones, Mobile Editor, 8/15/2018 T-Mobile is trying to put a human voice to customer care with new 'Teams of Experts' for subscribers. Post a Comment \| Read (5 comments) Latest Comment: kq4ym I made a call to Amazon's Kindke customer service this week for a couple of... AT&T VP: Using AI to Hyper-Automate Processes By James Crawshaw, Senior Analyst – Service Provider IT and Automation, Heavy Reading, 8/8/2018 With the use of microservices and AI, AT&T is looking to speed up and change the processes that will ultimately help it transform its network operations and become more efficient. Post a Comment \| Read (0) Spirent Making Big New Promises By Carol Wilson, Editor-at-large, 8/2/2018 Veteran test and measurement firm seeks more strategic role in service assurance, 5G rollouts and cybersecurity. Post a Comment \| Read (0) NetScout Data to Power IBM CEM By Carol Wilson, Editor-at-large, 7/24/2018 Service assurance software company to provide continuous network data and analytics for smarter IBM analytics to CSPs. Post a Comment \| Read (0) BT Americas: Technology Matters, Customer Engagement Matters More By Carol Wilson, Editor-at-large, 7/12/2018 In second of a two-part series, Jennifer Artley, president of BT Americas, says her company is engaged with customers in significantly different ways as it brings cloud-based UC and SD-WAN to market. Post a Comment \| Read (0) For Cloud-Based Call Centers That Might Kill IVR, Press or Say 2 By Carol Wilson, Editor-at-large, 6/20/2018 The short answer is 'no' but they can make the customer service process less painful. Post a Comment \| Read (0) Matrixx VP Outlines Her Career-Making, Changing Skills By Sarah Thomas, Director, Women in Comms, 6/20/2018 Technology can be learned, but critical thinking, decision making and verbal communication are the career-making skills that are transferable and crucial in a digital transformation, says Jennifer Kyriakakis, Matrixx Software's co-founder and VP of marketing. Post a Comment \| Read (0) More Stories \| News & Views Archive News & Views Archive Message Boards Vishnu Goel, 10/5/2018 1:16:48 AM Spirent CEO: Engineers Are Human, Too Re: Transformation of T&M business to Human Assurance! Mr Hutchison as the new CEO of Spirent brings a fresh approach and vision to his role.He not only outlines the test process and methodology of test assurances and end to end satisfaction,he goes a major step forward in linking... ChiefMar76368, 10/4/2018 9:14:16 AM Verizon: Vendor AI Not Ready for Prime Time Re: AI is only ever a part of the solution... Great article, Carol. It should no longer be a surprise to anyone that "AI" isn't the answer. And any AI vendor claiming it is can be quickly be shown the door. For network-related problems, it CAN be PART of the solution,... markhmortensen, 10/3/2018 6:42:48 AM Verizon: Vendor AI Not Ready for Prime Time Re: Network AI - Tomorrow. Customer-focused AI now Matt Tegerdine's experience with the vendors clearly demonstrates that the majority of the current AI use cases have come from the customer interaction side of the enterprise market, not the network side of the CSP market.... ANON1242907730513, 10/3/2018 6:39:17 AM Verizon: Vendor AI Not Ready for Prime Time Re: Nascent Network AI Matt Tegerdine's experience with the vendors clearly demonstrates that the majority of the current AI use cases have come from the customer interaction side of the enterprise market, not the network side of the CSP market.... James_B_Crawshaw, 10/3/2018 3:10:03 AM Verizon: Vendor AI Not Ready for Prime Time Re: The hard piece isn't getting the AI right, it's understanding the network. Great article Carol. Your interview with Matt Tegerdine has cut through the BS about AI in telecoms. I think one opportunity for vendor tools lies in taking the centralized AI capability that Verizon, and other operators,... Jeff Baumgartner, 9/6/2018 6:33:17 PM Huawei's OTF 2018: Time to Go Digital Re: Re: Will anyone 'dominate' edge computing? Seems that the makings of such a wholesale market is already underway. This discussion brings to mind what Ericsson is trying to accomplish with its edge compute-focused Unified Delivery Network. If service providers indeed... Jeff Baumgartner, 9/6/2018 6:29:59 PM Huawei's OTF 2018: Time to Go Digital Re: Making the migration... a Mountain or a Molehill? Since this is requiring new technologies, mindsets and a shift in culture, figuring out how to make this evolutionary move without upsetting all the legacy seems like a mountain in itself that will have to be moved. I'm... [email protected], 9/6/2018 12:38:19 PM Huawei's OTF 2018: Time to Go Digital Re: Will anyone 'dominate' edge computing? The GSMA's Laxmi Akkaraju, noted how critical edge computing will be for 5G deployments, urging mobile operators to "step up and step in" to the edge computing opportunities and not be left behind by the likes of Amazon... There's... Mitch Wagner, 9/6/2018 12:34:51 PM Huawei's OTF 2018: Time to Go Digital Re: Re: Turkcell -- a Huawei customer for 5G? Apple approach? You mean build their own technology stack from the ground up, rather than license it from other people, as most tech companies do? That's a tough approach, requiring an enormous capital investment, but it... Phil Harvey, 9/6/2018 11:42:22 AM Huawei's OTF 2018: Time to Go Digital Re: Re: Turkcell -- a Huawei customer for 5G? Yes, I think I saw some of that via a video demo at MWC a year or so ago. I think they have done quite a bit of work themselves but, as 5G approaches, maybe they are looking to add pure horsepower to their network with Huawei... iainmorris, 9/6/2018 11:30:05 AM Huawei's OTF 2018: Time to Go Digital Re: Re: Turkcell -- a Huawei customer for 5G? They do have a pretty sophisticated back-end system that shows things like the number of people using a specific basestation at any given time. The CEO gave me a demo of that in Munich this week and said it had largely been... Mitch Wagner, 9/6/2018 10:50:06 AM Huawei's OTF 2018: Time to Go Digital Re: Necessary transformation Telcos need to become more responsive to their customers to increase their customer satisfaction scores and remain competitive against nimble OTT players. Transforming their own digital infrastructure is a necessary first... Phil Harvey, 9/6/2018 10:00:53 AM Huawei's OTF 2018: Time to Go Digital Re: Turkcell -- a Huawei customer for 5G? Didn't Turkcell build all their software and a lot of their gear themselves? I don't recall them being a big customer of Huawei (or anyone else). I thought they were kind of a one-off story that's hard to replicate,... Kelsey Ziser, 9/6/2018 9:11:06 AM Huawei's OTF 2018: Time to Go Digital Re: The value of KQI's Michael Haeberle's comments regarding the benefits of accessing key quality indicators in real-time caught my attention. The ability to predict issues before they arise and address potential customer complaints before... kq4ym, 8/21/2018 1:52:08 PM T-Mobile Bucks Automation Trend in Customer Service With Latest 'Un-carrier' Move Re: Re: Bucking the automation trend or spinning a yarn? I made a call to Amazon's Kindke customer service this week for a couple of technical issues and was surprised that the call was answered by a live person within less than two minutes, and within minutes the problems were... More Message Boards		Security Now Security Needs to Start Speaking the Language of Business Scott Ferguson, Managing Editor, Light Reading, 10/16/2018 At the Gartner Symposium/ITXPO, upcoming security trends for the next year ... (0) Privacy & AI Changing the Digital Transformation Game Scott Ferguson, Managing Editor, Light Reading, 10/16/2018 At Gartner's Symposium/ITXPO, analysts have come up with the term ... (0) GO TO Security Now Broadband World News Coop Gives a Damn About Infrastructure Alison Diana, Editor, Broadband World News, 10/16/2018 Beaver Creek Cooperative Telephone Co. needs to replace its legacy system with a ... (0) AT&T Suffering Service Outage in Dallas-Ft. Worth Area Jeff Baumgartner, Senior Editor, Light Reading, 10/15/2018 Company says fire at facility caused by lightning strike is the culprit. Update: ... (5 comments) GO TO BROADBAND WORLD NEWS Telecom Innovators Video Showcase Accenture 5G Acceleration Services at Mobile World ... PacketFabric: Leading the Way in Highly Scalable Network ... Accenture 5G Acceleration Services at Mobile World ... Semtech: LoRa Technology Enabling Proven, Flexible IoT ... Versa's CEO, Kelly Ahuja: Securing & Software-Defining ... How Lumina Is Redefining SDN Aryaka's Gary Sevounts: Advantages to Consuming SD-WAN ... Calix's Shane Eleniak: How Data Analytics & Software ... MobiledgeX's Jason Hoffman: State of the Edge Cisco's Yvette Kanouff: How We Get Real Results From ... The 5G Connectivity Challenge Network Intelligence & Automation in Mergers & Migrations Why Telcos Need an Elastic Services Platform Why Hardware Still Matters in the SDN Era Why Is Autonomous Operations Key to Your Network Evolution? Ribbon's Kevin Riley Talks New Company Brand, Latest ... The Cumulus Networks Success Story CloudPassage Ensuring Next-Level Container Security EXFO: Next-Level Assurance Solutions & Automation EXFO: Automate or Stagnate RAD Shares Insights on Latest Developments in vCPE & ... 100GbE in Action & More at MEF17 ADLINK Talks About OCP & Next Generation Telecom ... LINX Talks Open Networking & OcNOS Nominum & Security for Small to Midsized Businesses C-V2X Is Getting Ready for Commercialization With ... Ixia Launches World’s First 400GE Testing Solutions Xilinx Zynq UltraScale+ RFSoCs Integrate the RF Signal Chain Pluribus: SDN & Beyond Cloud, Security, AI & IoT Are Driving the Need for ... Masergy's NFV Journey Mavenir on RCS Cloud Platform & Multi-ID Keep Connected IoT Devices Under Control With Allot Metaswitch: Defining the Cloud Native Core Accelerating IP/Optical Network Visibility & Control Making 5G NR a Reality With Qualcomm Act on Your Intelligence With Amdocs aia! Making 5G New Radio (NR) a Reality Accelerating C-V2X Toward 5G for Autonomous Driving Dan Sahar of Qwilt on Open Edge Cloud Platform Nominum's Craig Sprosts on DNS & Cybersecurity Trends Versa: A Lot More Than SD-WAN SmartNICs & the Future of Network Virtualization Introducing the Next-Generation ONT (Optical Network ... A10 Networks on Service Providers' Industry Needs Check Point on Cybersecurity Accelerating Telecom Digital Transformation With Nominum DNS VeEX Test & Measurement Solutions Versa Networks' Kumar Mehta on SD-WAN Managed Services The Era of Agile Optics Has Arrived Atrinet's NetACE – Migration to NFV & SDN With ... Vodafone Live NFV Use Cases Powered by Amdocs Sonus in VellOS Mellanox Open Composable Networks Network Security Orchestration Sonus in the Cloud Sonus Strategy Netronome's Server-based Networking Platform Nexius: The Strategy & Science of Data Analytics Overture Networks NFV Solutions ECI's Elastic Network Masergy: Transforming Enterprise IT Arbor Networks on ISP Traffic Visibility ECI's LightSec: Comprehensive Cyber Security Solution ECI’s LightApps: Intelligence for Networks Service Gateway Virtual Edition SDN Management & Orchestration in the WAN Sedona Systems: Multi-Layer Applications Platform NFV – a Catalyst for Business Services Growth Telefónica: In Search of Virtual Simplicity Affirmed Networks Highlights NFV in Mobile Core Close-up on ConfD NetNumber Founder on Managing Signaling Control Tail-f, Cisco & What the Future Holds Sonus Shakes Up SD-WAN Automate, Scale & Create With Juniper's vCPE Solution Metaswitch's New CEO Martin Lund Discusses His Role ActiveVideo's Cloud Virtualization Technology Nominum on Leveraging the Power of DNS to Deliver ... Palo Alto Networks on Expanding in the Carrier/Service ... Infoblox on DNS Threat Index The Netformx Ecosystem Versa Networks on Leveraging VNFs Nuage Networks on Operationalizing SDN Mellanox's New 25/50/100Gb/s Ethernet Products Arista's CloudVision VIEW FULL VIDEO SHOWCASE Prime Reading How Radcom's Pricing Model Is Set to Disrupt the Market Ray Le Maistre , Editor-in-Chief , 2/7/2018 Radcom's VNF pricing model looks set to excite network operators and drain the ... (5 comments) Calix Gambles on a Software-Defined Reboot Carol Wilson , Editor-at-large , 6/28/2017 Having invested big bucks to become a software company, Calix seems poised for a ... (0) US Giants Carve Out Role in the Industrial IoT Sarah Thomas , Director, Women in Comms , 2/2/2016 AT&T and Verizon are taking different approaches to the Industrial Internet of ... (4 comments) Leading Lights 2015: The Finalists Ray Le Maistre , Editor-in-Chief , 5/7/2015 Light Reading is proud to announce the finalists for this year's Leading Lights ... (0) All Prime Reading Newsfeed OpenVault Enters LatAm Market With Ecuador Trial Tuesday, October 9, 2018 Comcast Lets X1 Subs Use Remote to Buy Tickets to Kelly Clarkson Tour Tuesday, September 18, 2018 Cablenet Expands Relationship With OpenVault Thursday, September 6, 2018 Sports Fans Set High Bar for Live Streaming – Study Thursday, September 6, 2018 Spirent Unveils Strategic Business Initiative Thursday, August 2, 2018 Calix Beefs Up Calix Cloud Analytics Tuesday, June 26, 2018 Unitymedia Picks Telestream for Video Monitoring Friday, June 22, 2018 Riverbed Adds AI to Application Performance Management Wednesday, June 6, 2018 Amdocs Reports Fiscal Q2 Revenues of $992M Thursday, May 10, 2018 Vonage Adds Virtual Assistant Chatbox Tuesday, April 17, 2018 Adtran Intros Mosaic Subscriber Experience Suite Thursday, April 12, 2018 MEF Unveils 2 New MEF 3.0 Specs Tuesday, April 10, 2018 More Newsfeeds

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Spirent CEO: Engineers Are Human, Too

Eric Hutchinson's goals as CEO of Spirent are nothing if not ambitious. He is seeking to not only move the long-time testing and assurance vendor into a new strategic ...

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Vodafone's Heeran: Defining the Telco Cloud

Virtualization is a term the telecom industry has wrestled with for the past six years, since network functions virtualization (NFV) became a "thing," but it's time ...

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