Archive for the ‘News’ Category

  • OTT players – partners not opponents, now manage that!

    on Apr 23, 14 • in Billing, News • with No Comments

    OTT players – partners not opponents, now manage that!

     The communications industry is now convinced that Over the Top (OTT) players are better partners than opponents. The question is becoming ‘how do you manage the relationships?’ Both sides, according to a recent Telecoms.com survey and industry discussion, see the benefits of collaboration. The benefits for operators lie in the range and variety of services on offer, for which, at the moment, they receive little, if any compensation. The benefits for OTT players come in the form of QoS guarantees, a reliable and regular billing relationship and, of course, zero rated data for Facebook and other…

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  • How agile is agile – and how agile do you need to be?

    on Apr 22, 14 • in Analytics, News, Policy Management • with No Comments

    How agile is agile – and how agile do you need to be?

     For a long as most in telecoms can remember, ‘agile’ has been the watchword. The latest proponent is real-time specialist Openet who sponsored a survey into the links between agile BSS and agile companies. 86 percent of the survey group understand and agree with the sentiment that agile BSS makes for agile companies. Several years ago, though, the TM Forum adopted the word to describe how a telecoms company needs to stay competitive. And they were not the first. The 1990s brought de-regulation to telecoms. It was a time when legacy systems meant mainframes. Faced

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  • Google Glass, Virgin Atlantic and some wearable technology

    on Apr 19, 14 • in News • with No Comments

    Google Glass, Virgin Atlantic and some wearable technology

    Exciting news in the wearable tech sector, if sector it be. Virgin Atlantic are trialing Google Glass to enhance the customer experience for their Upper Class passengers. So, when you, the honoured Upper Class passenger step from your chauffeur driven limo you are greeted by a stewardess in the smart, regulation Virgin red. Presumably then she – or he – starts winking at you and smiling. Touching her – or his – temple, looking coyly left and up. She – or he – knows your name. She – or he – is full of information and

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  • The BillingViews Easter Guide to Customer Service

    on Apr 17, 14 • in Beyond Billing, News, Opinion, Policy Management • with No Comments

    The BillingViews Easter Guide to Customer Service

    See if you recognize yourself from this ‘cut out and keep’ guide on how not to provide customer service. BillingViews decided, with regret, to change broadband provider. The reason for this is that the old provider of broadband could not, um, provide broadband. So the call was made, the deal was done and the date was fixed for the changeover. At some point during this day, the old provider would stop providing and the new provider would start providing. As you would imagine, the old provider stopped providing just before 9.00 a.m. Being just a

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  • Seismic events – Facebook is into payments, Google is into everything

    on Apr 16, 14 • in News, Payments • with No Comments

    Seismic events – Facebook is into payments, Google is into everything

    It is almost inevitable that as soon as we publish a little retrospective on the state of mobile payments, something seismic seems to happen. Actually several seismic somethings. The first, actually more early warning rumble than actual seismic something, was that the trigger for the retrospective, the statistic from Juniper that mobile payments would reach $507 billion this year, was a) a whole lot less than they predicted in 2011 and b) that Open Mobile Media say that mobile commerce was worth $13.8 billion last year and mobile payments will be worth $721 billion by

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  • Customer experience, the mobile phone and common sense

    on Apr 15, 14 • in Beyond Billing, News, Payments, Policy Management • with No Comments

    Customer experience, the mobile phone and common sense

     It is not just consumers that get angry when there is no – or patchy – mobile coverage. The arguments about whether retailers should have a mobile strategy are over. They have to. It is, however, difficult to have a mobile strategy when you have no – or patchy – mobile coverage. When your site hangs, or hangs up, while your customer is browsing, or worse when he is paying, who does he blame? Leave that aside for now. Let us pretend, for a moment, that the table stakes have been met. We are in

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  • Mobile payments predictions from 2011: what we got right – and wrong.

    on Apr 14, 14 • in News, Payments • with No Comments

    Mobile payments predictions from 2011: what we got right – and wrong.

     According to the latest research by Juniper, ‘global payments via mobile devices will reach $507 billion this year, a rise of 40 percent.’ The initial reaction at the BillingViews Detective Agency was to welcome the news and to take it at face value. But then one of our top detectives began to get an itchy nose and started to do some digging – not with his actual nose you will be glad to hear. Towards the end of 2011, BillingViews asked the industry some – rhetorical – questions. We asked them because we had seen a

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  • Customer experience is now the focus for the CIO – about time!

    on Apr 11, 14 • in Beyond Billing, News • with No Comments

    Customer experience is now the focus for the CIO – about time!

     BillingViews has recently become interested in customer experience. Thankfully, it also has a sense of humour. CEOs are often seen and heard talking about customer experience. They are then seen and heard talking about huge investments in 4G, spectrum, data, new technology and eating other companies. Some are even heard saying things like ‘access everywhere at great quality are table stakes.’ And yet in so many places big, big companies are not even able to put up the table stakes. BillingViews was relieved and sympathetic in equal measure to see that Comcast in the States

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  • Operator business ability linked to BSS agility – at last!

    on Apr 10, 14 • in Billing, Cloud Billing, News, Policy Management • with No Comments

    Operator business ability linked to BSS agility – at last!

    When you read an article entitled ‘Operator business ability linked to BSS agility’ you cannot help smiling. At least not if you have worked in the BSS world for 20 years. In fact, immediately the team at BillingViews saw the headline, they headed to Twitter with the happy news. The survey and resulting report that produced the headline is from respected publication Telecoms.com and commissioned by real-time provider Openet. The headline statistics in the report confirm the buzz in the industry – that ‘current market conditions require increasingly agile BSS that give operators the ability to

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  • Fraud from within – an elephant in the room

    on Apr 9, 14 • in Billing, News, Revenue Assurance • with No Comments

    Fraud from within – an elephant in the room

     While our focus and forces are being concentrated on the enemy without, we must always be ready for the enemy within. Hackers in distant countries can steal 100 million identities in an afternoon, but your employees already know your secrets. In one simple, clever scam, Telstra was put in the spotlight of a classic Call Centre operation. They are definitely not alone. Like many telcos, Telstra had moved some of their Call Centre operations offshore – in this case to the Philippines. Some of the Call Centre staff, with full access to the billing systems,

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