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News & Views Most Popular 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 (4 comments) Latest Comment: merry.a From the start, the Denver-based company has prided itself in providing white-glove,... 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 (4 comments) Latest Comment: DanJones Right? I'm not sure there will be a simple answer coming... 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) Advertisement 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) Advertisement 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) Mavenir's Billion-Dollar Blueprint By Ray Le Maistre, Editor-in-Chief, 6/18/2018 Ambitious software-only messaging and mobile core applications specialist targets major equipment vendors as it aims to become a billion-dollar business within four years. Post a Comment \| Read (3 comments) Latest Comment: jimmy666 The post is incredible in its newness and the beautiful style in which it is... DOCSIS 3.1 Ramps Up in Europe By Alan Breznick, Cable/Video Practice Leader, Light Reading, 6/13/2018 Several major European cablecos are now rolling out or at least prepping for D3.1, following the broad rollouts in the US. Post a Comment \| Read (0) Why Ubiquitous Connectivity Matters By Francesco Venturini, Managing Director, Global Communications & Media Industries, Accenture, 6/11/2018 Here's how CSPs can inject ubiquitous connectivity to achieve growth in the enterprise space. Post a Comment \| Read (0) Tackling the Fiber & CEM Gaps By Alan Breznick, Cable/Video Practice Leader, Light Reading, 5/29/2018 Spectrum Enterprise chief Phil Meeks spells out how his cable unit is addressing the connectivity and customer experience needs of businesses. Post a Comment \| Read (0) BCE 2018 Keynote: CenturyLink's James Feger By Light Reading, 5/29/2018 CenturyLink's VP of Network Virtualization, James Feger, looks at how the shift towards a software-centric network model and the automation of manual processes is impacting network operations. Post a Comment \| Read (0) Eurobites: Could BT Sell Its Mobile Masts to Fund FTTP? By Paul Rainford, Assistant Editor, Europe, 5/21/2018 Also in today's EMEA regional roundup: EE goes with Ericsson for subscriber analytics; EU measures digital progress; Sky opens innovation center for research into virtual reality and more. Post a Comment \| Read (1 Comment) Latest Comment: sainpiero Awesome insights Matrixx Founder: Divergent Career Paths Lead to the Top By Sarah Thomas, Director, Women in Comms, 5/21/2018 It's still a struggle to find women for leadership roles in Silicon Valley, but Matrixx Software VP of Marketing and Co-Founder Jennifer Kyriakakis advises women to focus on transferable skills and non-traditional paths to get there. Post a Comment \| Read (1 Comment) Latest Comment: Kelsey Ziser Jennifer shared a lot of great advice and her thoughts on diplomacy seemed... Reliance Jio's BCE Keynote: A Disruptive Digital Transformation By Light Reading, 5/18/2018 At BCE 2018, Reliance Jio's president of Network, Global Strategy and Service Development, Mathew Oommen, describes how the operator has transformed the nature of mobile service delivery with its greenfield 4G network and, in doing so, changed the communications landscape in what is the second-biggest services market in the world. Post a Comment \| Read (0) Making Sense of Content Overload By Gary Miles, Chief Marketing Officer, Amdocs, 5/14/2018 The time is ripe for communications and media providers to use their scale and customer data to deliver a truly personalized experience to viewers. Post a Comment \| Read (0) Leading Lights 2018 Finalists: Outstanding Digital Enablement Vendor By Ray Le Maistre, Editor-in-Chief, 5/12/2018 The shortlist for the Outstanding Digital Enablement Vendor category features ten impressive contenders. Post a Comment \| Read (0) Leading Lights 2018 Finalists: Company of the Year (Private) By Mitch Wagner, Executive Editor, Light Reading, 5/3/2018 The Company of the Year (Private) title is awarded to the privately held firm that stands out from its competitors, innovates constantly, makes investors proud, and makes employees happy. Let's have a look at the finalists. Post a Comment \| Read (0) Leading Lights 2018 Finalists: Most Innovative Cable/Video Product or Service By Alan Breznick, Cable/Video Practice Leader, Light Reading, 5/2/2018 Cisco, Comcast, Evolution Digital, Harmonic, Huawei and Nokia make up this year's group of six Leading Lights finalists for standout cable/video products or services. Post a Comment \| Read (0) More Stories \| News & Views Archive News & Views Archive 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 (4 comments) Latest Comment: merry.a From the start, the Denver-based company has prided itself in providing white-glove,... 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 (4 comments) Latest Comment: DanJones Right? I'm not sure there will be a simple answer coming... More Stories \| News & Views Archive News & Views Archive Virtuapedia Indexes The Future of Virtualization Index project provides CSPs with a clear and concise set of benchmarks to measure their progress in the migration to virtualized networks using a series of surveys involving more than three dozen of the world's most important CSPs. Message Boards DanJones, 8/17/2018 11:18:17 AM T-Mobile Bucks Automation Trend in Customer Service With Latest 'Un-carrier' Move Re: Re: Bucking the automation trend or spinning a yarn? Right? I'm not sure there will be a simple answer coming... James_B_Crawshaw, 8/16/2018 5:53:42 PM T-Mobile Bucks Automation Trend in Customer Service With Latest 'Un-carrier' Move Re: Re: Bucking the automation trend or spinning a yarn? That's a really good question Dan and my limited googling has failed to get me any answer to average number of mobile subscibers per customer care agent. Any wisdom from the Light Reading community? merry.a, 8/16/2018 3:10:38 PM T-Mobile to Play the Customer Care Card With Layer3 TV Re: Re: Customer september care printable calendar From the start, the Denver-based company has prided itself in providing white-glove, concierge-style customer service through all communications channels, down to the techs behind the wheels of its fleet of electric-powered... DanJones, 8/16/2018 1:50:42 PM T-Mobile Bucks Automation Trend in Customer Service With Latest 'Un-carrier' Move Re: Re: Bucking the automation trend or spinning a yarn? They're not going to ditch AI, just the IVR fortress stuff. One interesting question, how many subscribers each will a team of experts cover? A moving number I suspect... Jeff Baumgartner, 8/16/2018 1:30:55 PM T-Mobile to Play the Customer Care Card With Layer3 TV Re: Re: Customer care It seems that they are doing more than simply throwing bodies at the solution, but thowing more dedicated, capable and able bodies at it to address one of the issues you point out -- customers want to get their issue resolved... iainmorris, 8/16/2018 7:33:31 AM T-Mobile to Play the Customer Care Card With Layer3 TV Re: Doubt this will last it's easier to justify these investments when you are outperforming rivals, and it's notable that T-Mobile has continued to grow its headcount while all three of its main competitors are making cuts, but I don't see this... James_B_Crawshaw, 8/16/2018 3:27:38 AM T-Mobile to Play the Customer Care Card With Layer3 TV Re: Customer care Do mobile subscribers want a dedicated team of 30 to 40 people for customer care? Are they going to send Christmas cards to each of them? People hate IVR but they also don't want to talk to customer care. They want no problems... James_B_Crawshaw, 8/16/2018 3:21:24 AM T-Mobile Bucks Automation Trend in Customer Service With Latest 'Un-carrier' Move Re: Bucking the automation trend or spinning a yarn? T-Mobile USA seemed to be pretty happy using AI to support customer care in Februrary. I doubt that has changed. http://www.tupl.com/2018/02/14/tupl-deploys-ai-technology-with-t-mobile-us/ UdyRegan, 7/10/2018 2:13:51 AM 128 Technology Goes Zero-Touch Re: Re: 128 With all the benefit that such an arrangement gives to the 2 vendors, I'm really surprised that we can't have more of such collaborative efforts in the business world between 2 companies. I should think that people and businesses... ksirupa, 7/2/2018 8:31:36 PM Close the Loop to Automate Service Assurance Re: Friendly Formatting Tip Hi LR Editors, It looks you've taken a screenshot of a word file with the speaker's picture and their name in text box. Hence, you see the distracting red underlines. Two alternative solutions: 1. If you are using Word,... Jeffery111, 6/28/2018 4:27:55 PM How Radcom's Pricing Model Is Set to Disrupt the Market Re: the big deal I love the idea of using a fee only to use the software. It seems like it will become the best option available. jimmy666, 6/21/2018 1:34:57 PM Mavenir's Billion-Dollar Blueprint Re: Mavenir and the dazzling Blueprint The post is incredible in its newness and the beautiful style in which it is composed. An amazing story indeed! I am absolutely glad to reach your website once again from my own laptop. My system was down for at... James_B_Crawshaw, 6/18/2018 12:00:01 PM Mavenir's Billion-Dollar Blueprint Re: Two nations divided by a common language all mouth and no trousers = all hat and no cattle sarcher60555, 6/18/2018 11:55:17 AM Mavenir's Billion-Dollar Blueprint Re: You can almost see the $500 Million in additional revenue "Brown says Mavenir will focus on developing a software-based baseband capability that will run on white box hardware and then team up with radio-head developers to deliver the complete radio access system, with the likes... sainpiero, 5/29/2018 3:02:53 AM Eurobites: Could BT Sell Its Mobile Masts to Fund FTTP? Re: Good one Awesome insights Kelsey Ziser, 5/21/2018 9:20:24 AM Matrixx Founder: Divergent Career Paths Lead to the Top Re: Diplomacy Jennifer shared a lot of great advice and her thoughts on diplomacy seemed to resonate with a lot of people in the audience -- as well as panelists that brought it up on the panel after Jennifer's keynote. Mediation skills... bafekihub, 5/18/2018 5:42:43 AM IBM Sows Seed for New Telco Unit, Plans NFV/SDN Push Re: edu You are not only talked about the seeds of the plant whereas you have been give the ideas of care them to make grow of plants. Students are also plants then they need the feed of good essay writing website to grow up... kristiallen939, 5/11/2018 8:46:27 AM Vonage Adds Virtual Assistant Chatbox Re: Will be helpful People who have queries regarding their virtual phone number can get the resolution with this assistant chatbox feature, especially in the case of business customers. asterfranco, 4/27/2018 11:00:21 PM How Radcom's Pricing Model Is Set to Disrupt the Market Re: The Power of Being Small "The problem is that Radcom, as a small and lean software vendor, can afford to operate with that model -- many vendors can't, at least in their current states. The constant pricing model seems certain to light a fire under... Joe Stanganelli, 4/16/2018 9:48:03 PM 128 Technology Goes Zero-Touch Re: 128 It'll be interesting to see where this leads 128. I've spoken to Klett (and others there) before. They have been very focused on reinventing the way networks are built and secured without just slapping virtualization on... PaulERainford, 4/11/2018 8:44:19 AM Eurobites: Telefónica Boards the 5G Bus Re: Re: Robot bus conductor? Yes, you'll need to dig out the correct Bitcoin from the dusty corners of your coat pocket or you'll be out on your ear. Ray@LR, 4/11/2018 8:27:33 AM Eurobites: Telefónica Boards the 5G Bus Re: Robot bus conductor? Will such driverless buses include a disgruntled robot driver/conductor that drives away just as elderly folks are about to board and demands 'the correct digital change' from those that make it on board?? I mean, there... kpro, 4/10/2018 10:45:07 AM Is Cable Taking Care of Business? Re: Keeping Up? Progress happens so often that it is almost impossible to keep up. I don't think I'll even be able to keep up. I always wonder if we'll restore our ability to keep up with technology like we used to, or if we'll all mostly... DavidJ102, 4/1/2018 12:05:26 PM Customer Care Bills to Soar, Says AetherPal Re: The gas crisis experts saw coming The UK's looming winter gas crisis may have been ignited by a string of fluke blows, but their outcome was far from unexpected. For years experts have warned that the stark reversal of Britain's energy fortunes over the... DavidJ102, 4/1/2018 12:01:03 PM Customer Care Bills to Soar, Says AetherPal Re: This is interesting indeed One of the largest North Sea sites is struggling to produce gas at its normal rate. The ageing Morecambe field is supplying at only around two million cubic metres (mcm) per day, less than half its usual rate of 5 ... DavidJ102, 4/1/2018 11:58:29 AM Customer Care Bills to Soar, Says AetherPal Re: Gas shortage to push up bills after 'perfect storm' of energy problems Motorists have been warned to expect sharp rises in gas bills and petrol prices after a "perfect storm" of supply problems as the winter freeze begins. The shutdown of the North Sea's most important oil and gas pipelinesystem... DavidJ102, 4/1/2018 11:53:33 AM Customer Care Bills to Soar, Says AetherPal Re: UK customers bitter about energy bills, complaints soar UK residential gas and electricity prices are low compared to, for example, Germany (residential electricity UK 14 euro cents compared to around 25 euro cents for Germany – per Kwhr). This begs the question: is the... DavidJ102, 4/1/2018 11:37:40 AM Customer Care Bills to Soar, Says AetherPal Re: Food for thought Britons' complaints about their energy suppliers rose by 26% from July to September, says a report published by Consumer Focus, a leading UK consumer watchdog. Some of the biggest energy suppliers in the UK, such as EDF... More Message Boards		Security Now Congressional Campaign Websites Vulnerable to Attack, Say Researchers Jeffrey Burt, Editor & Journalist, 8/17/2018 Researchers presented a study at DEF CON that showed that a third of ... (1 Comment) Check Point: Fax Machines, Networks Vulnerable to Attack Jeffrey Burt, Editor & Journalist, 8/17/2018 Researchers for the cybersecurity company found a way to exploit vulnerabilities ... (0) GO TO Security Now Broadband World News Managed Security Forges Trusted Advisor Relationship Alison Diana, Editor, Broadband World News, 8/17/2018 By combining physical and virtual security of software and Internet of Things ... (0) Cablecos Add 585K New Broadband Subs in Q2 Alison Diana, Editor, Broadband World News, 8/16/2018 Between April and June, the largest seven cable operators in the US saw 585,000 ... (1 Comment) GO TO BROADBAND WORLD NEWS Telecom Innovators Video Showcase 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 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 Alticast Commercializes CJ Hello Business Platform Thursday, March 29, 2018 Tele2 Netherlands Deploys Nokia Cognitive Analytics Tools Monday, March 5, 2018 Metaswitch Names Customer, Reseller, Partner Monday, February 26, 2018 Calix Beefs Up Automation in Calix Cloud Monday, February 26, 2018 Accedian Acquires Performance Vision Wednesday, February 21, 2018 More Newsfeeds Awards Intel Capital Diversity Fund Know a female-led, communications-focused startup worthy of Intel's $125M Capital Diversity Fund? 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