CEM

Ericsson says zero-touch is now a customer expectation U.S. smartphone user Jennifer, 29, summed up during an Ericsson-led focus group a complaint many of us likely share regarding customer experience …

Particle looks at how the customer service experience can be bolstered with IoT technology. Editor’s Note: The RCR Wireless News Reality Check section is where C-level executives and advisory firms …

Improved CEM, disaster recovery, business continuity, scalability and cost cited as reasons to move a contact center to the cloud. Editor’s Note: In an attempt to broaden our interaction with …

Verizon’s recent release of 5G standards and protocols highlights the carrier push for next-generation network technologies. There’s a lot of hype around the next “G” generation. In July, Verizon Communications …

Mobile telecom operators are in a prime position to take advantage connecting the digital experience for consumers Digitalization of services has driven convergence across industries leading to a very fast …

Do companies still rely on paper? Amdocs argues the move toward digital can help boost customer experience Surprisingly, service providers are struggling to move out of the paper age. Paper …

SÃO PAULO – Three years after having sales banned by telecom regulator Anatel due to customer complaints, TIM is undertaking a customer experience management transformation. Luis Minoru Shibata, who has …

Big data can’t just be big, it has to be fast as well in order to support operator agility and actionable intelligence – quickly accessible and quickly applied. RCR Wireless …

More millennials enter the consumer marketplace each year and their effect is drastically influencing a multitude of industries. Millennial consumers are mobile driven and hate not being able to engage …

RadioOpt was founded in 2008 as a spinoff of the Technische Universität Dresden. Initially designed to offer voice analytics via a SIM card applet in partnership with Giesecke & Devrient, this …

NICE, France – As TM Forum Live draws to a close, it’s time to highlight some of the interesting discussions I had while navigating the event, which feels larger this …

We are in the midst of the mobile age, a time in which consumers are continually connected through a series of mobile phones, tablets, smart watches and other devices. It’s hard to …

In 2014, the rollout of LTE was a major focus for communication service providers, with more than 300 LTE networks now in operation globally. But, super-fast data speeds and data-hungry …

The new year is upon us and while there are a number of evolving trends driving the industry in 2015 and beyond – from big data, to cloud, 5G and …

Editor’s Note: In an attempt to broaden our interaction with our readers we have created this Reader Forum for those with something meaningful to say to the wireless industry. We …

Editor’s Note: In an attempt to broaden our interaction with our readers we have created this Reader Forum for those with something meaningful to say to the wireless industry. We …

Amdocs’ OpenMarket division launched a mobile messaging solution that it claims is designed to help enterprise customers deliver improved customer engagement services. The company said the offering is based on …

Sprint recently announced a multiyear expansion of an agreement with NetCracker Technology to use NetCracker’s operating support solutions platform to support the carrier’s Spark network initiative. Sprint has been using …

Vikas Trehan, SVP of Infovista, spoke with RCR Wireless News about key trends that the company sees in the market – in particular, how mobile operators are grappling with the …

Last week I attended the joint shows of LTE World Summit and Connected Cars 2014 and there was a lot to talk about. Hopefully you’ve seen our coverage, but just …