Data drives the industry in 2013

Data drives the industry in 2013

Michal Harris  |   January 08, 2013
Amdocs
You don’t have to be much of a fortune teller to predict that data and video traffic is going to continue to grow exponentially over the next 12 months or that the number of people enjoying LTE coverage is going to skyrocket in the next couple of years.
 
What’s much harder to predict are the implications of this phenomenal growth for service providers and what they should be doing to get the most out of this opportunity. But as I’m not one to shirk a challenge, here are Amdocs’ forecasts for 2013.
 
First off, operators will begin to realize the business opportunity that big data brings instead of just worrying about the operational challenge of managing big data. By capturing more customer data and then using analytics to offer proactive and contextual experiences, service providers will be able to offer more enhanced services relevant to the individual subscriber.
 
Furthermore, service providers will also be able to provide improved customer care by proactively managing their relationship with their customers.
 
Which neatly brings me to our second prediction -- operators are going to make omni-channel a top priority for 2013, following the example of leading retail vendors who have already made this part of their business strategy. As Vodafone CEO Vittorio Colao has said, "Vodafone wants to be the Amazon of telcos," not in terms of selling but rather top-class customer service.
 
At present, despite an increased investment in online, self-service channels so as to improve customer care, customers are still finding these channels cumbersome and often have to phone the call center to reach a satisfactory resolution of their query or attempted purchase.
 
In this context, we will also see that smartphones and smartphone self-care applications will play a significant role in the way customers interact with their service providers.
 
12

Bigbox

TelcoStrat 288

TELCO STRATEGIES CONFERENCE
May 7-8, Jakarta
Join telco CxOs from around Asia to discuss:
• Changing the way telcos operate
• New service offerings
• Restructuring for innovation
See the conference agenda >>

Ericsson has been in Asia for more than 100 years and will continue to drive technology and services leadership in order to bring the best mobile experiences to end users

SignUpTAenews

Frontpage Content by Category with Image

Activists petition for the withdrawal of the Newborn-to-Toddler Apptivity Seat

 

Telecomasia.net full website

© 2012 Questex Asia Ltd., a Questex Media Group company. All rights reserved. Reproduction in whole or in part is prohibited. Please send any technical comments or questions to our webmaster.