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CSG International Briefing Paper Intelligent Routing
Globally communications service providers are in the process of transforming their business, some to be more agile in hyper-competitive markets and others to become significant players in the digital and content market. Regardless, all these strategies require a focus on driving cost out of the business, both in terms of network, IT and operational efficiencies.
To support these strategies many are looking to deploy IP Multimedia Subsystem (IMS) networks to streamline the network architecture for the future, whilst deploying new digital services based on IMS, like VoLTE and HD Voice, to complement over the top voice and messaging platforms, such as WhatsApp and Skype.
Intelligent Routing is vital in two areas for the successful commercialization of next generation services, including IMS:
- Intelligent Routing shields charging and policy systems from the complexities of network evolutions, new services can be brought to market more quickly
- Mobile operators are striving to establish roaming and wholesale agreements for services like VoLTE, Intelligent Routing is essential to expose real-time network and charging capabilities so that services can be securely and accurately billed for with partners.
CSG International Briefing Paper Network Mediation
Communication service providers (CSPs) have a pedigree in collecting usage data — in extremely large quantities and from a diverse range of network interfaces. Primarily this data is used for billing and accounting purposes such as managing accounts, issuing statements, and collecting payments. Other common applications include wholesale settlements, roaming clearing and fraud detection.
As a result, CSPs have a wealth of information held captive as raw data in not just back office systems, but also in their networks. By transforming this raw data, CSPs can unlock its value to provide business insights to key areas of their organization such as marketing, network operations, customer retention and legal compliance. The result: both direct and indirect impact on the bottom line, as well as increased service quality and reduced churn. CSPs need to be able to transform this raw data into actionable business intelligence.
- CSG International Briefing Paper IMS-VoLTE Mediation
Monetizing LTE - What's the Right Pricing Strategy?
So LTE is now sufficiently well-established worldwide that we can ask in this white paper: are we turning this popular and revolutionary technology into business success? Where are we seeing the highest monetization, what pricing and charging strategies are proving most effective, and are traditional BSS systems capable of supporting the industry’s efforts to gain a viable return on its technology investment?
Top 5 Challenges for Monetizing the Internet of Things (IoT)
eBook: Top 5 Challenges for Monetizing the Internet of Things (IoT). This paper discusses the mechanics of billing from the perspective of a Communications Service Provider at the center of the Internet of Things. Download it today.
Tags: (Internet of Things) (IoT)
CSG-IM Compliance Best Practice, Striking a Balance
Managing Regulatory Risk and Customer Experience
CSG-IM Automated Survey
Describes five key benefits of using automated surveys to gauge and drive customer satisfaction.
Delivering a differentiated customer experience in the home
When it comes to technicians visiting a customers’ home, cable and satellite service providers must perfect the science of blending the right technology with an in-person experience.
But with all of the technologies available and individual consumer preferences vastly different, what is the formula for the perfect blend?
Through an independent survey of U.S. consumers, CSG International asked cable and satellite service subscribers for the answer. And, while consumers say that innovative technologies should play an important role in how they are supported, there’s something else just as important: authentic and meaningful human interactions.
When it comes to in-home support, CSG’s survey reveals three key opportunities for service providers to find the perfect blend between innovative new technologies and good old fashioned communications:
- Consumers of communication services are ready for an “Uber-like” customer experience.
- Consumers want to be more empowered and in control—and some are even willing to pay for it.
- Consistent and proactive communication is a differentiator, whether it’s in-person or through technology.
So, what do cable and satellite providers need to do to perfect their customer experience formulas?
Download your complimentary Executive Summary to find out.
Monetizing Pay TV's Over-the-Top Era
Pay TV has entered the multi-device over-the-top (OTT) era on a global basis. The broadband network's ability to deliver video is shifting the landscape toward an experience that allows each audience member to search, browse, find, buy, and play content on-demand from anywhere. This fundamental change pits Pay TV providers against new competitors. It gives customers more channels through which to access content. It escalates customers’ expectations around video experiences. And it changes the ways in which Pay TV providers will generate and grow revenue from here, on. Monetizing the over-the-top era is the next great challenge, and the most critical for Pay TV.
Download this white paper to learn more about monetizing TV Everywhere and OTT as well as driving transactions and interactions through the second screen in the multi-device era.
5 Tips for Leveraging Proactive Customer Care
More than ever, automated self-service technology is enabling businesses to improve the customer service experience and secure long-term profitable relationships. Discover how Proactive Customer Care (PCC) solutions can enable your organization to go beyond the traditional definition of customer service by intelligently communicating with your customers when, where and how they prefer.
Capitalizing on the Premium Content Era
Communication Service Providers (CSPs) are poised to take a controlling stake in the premium digital content market and establish a central position in a two-sided business model between consumer and content owner. The premium digital content business will process an enormous volume of highly complex transactions; capitalizing on these is, among other things, an exercise in executing, at massive scale, the processes of product management, billing and payments, customer care, transaction security, and high quality, on-demand service delivery.
CSPs have excelled in these areas for traditional and next-generation services. Success in the premium content era, however, will necessitate investments to adapt current Business Support Systems (BSS) to account for the unique requirements that premium digital content brings.
Download the new "Capitalizing on the Premium Content Era" white paper to learn more about these requirements and how to evolve current BSS platforms to maximize success.
Profiting from the Internet of Things (IoT): Above and Beyond Connectivity
The forecasts that envision 50 billion connected devices by 2017 are staggering. Especially when you consider these forecasts are based upon counting only devices – smart phones, smart tablets, smart meters and the like – where the connectivity itself is central to the device’s function.
This paper looks at the potential business opportunity for Communications Service Providers (CSPs) in the growing arena of the Internet of Things (IoT) and asks: what is necessary to keep CSPs profitably at the heart of M2M's rapidly evolving ecosystems? To monetize M2M, what business models are carriers adopting and what promises the greatest profit?
It seems an evolutionary imperative for CSPs to adapt their OSS/BSS to meet the new environmental realities of the Internet of Things and jump to the top of the M2M food chain. Download the white paper to learn how CSPs can manage the data, devices, and services associated with M2M to move beyond connectivity and deliver convergent insights and enhanced value.
Tags: (Internet of Things) (IoT)
CSG Point of View: Leveraging Video to Deliver an Enriched Experience
Communicating with customers has become more dynamic and more personalized than ever before. How can Communication Service Providers enhance their existing efforts with the latest tools? Explore the power of video as a vital part of your customer communications mix.
Studies show that the most critical part of delivering a high-quality experience occurs within the first 90 days that a subscriber begins service. During this period, customers are more likely to call a CSP and ask a wide array of questions, including:
- How do I check my account balance?
- What are the new charges on my bill?
- How are my services calculated?
- What discounts am I entitled to or receiving?
- What changes will appear on my next bill?
- When is my bill due?
- How do I pay my bill?
With every inquiry, the cost of customer care rises, and so too does customer frustration. Learn how CSG SmartVideo can help customers navigate their first bill via video tutorial.
Capturing the Enterprise Market: Profit Potential in Personalization
CSPs have long sought to serve the enterprise market with bespoke offerings tailored to the precise needs of large corporate customers. Now, with its Information Communication Technology (ICT) spend growing, the SMB market is proving increasingly attractive to CSPs keen to avoid the intense price pressures of consumer segments. But just because they are small, it doesn’t mean that they fit into neat homogeneous categories of needs. Each small business has its own unique needs – and they are business needs, not technological ones – and the CSP that can meet these needs as closely as possible will be the one that wins and retains the SMB’s loyalty.
The provision of personalized packages, presented simply and clearly for a non‐technical audience, is no easy task. Behind the scenes, the business support systems (BSS) must have fundamental capabilities to deliver the products and services in a tailored way. Many CSPs provide personalization for their large enterprise customers, but have found it challenging for their smaller business customers.
Download white paper for more information on how CSPs can attract and support small and medium businesses.
Future Networks – A Formula for Success?
This whitepaper looks at the arrival of 4G as the last detail of the next generation network topology and asks: can the market ever reach its full potential without a fully upgraded business support systems beneath it? Can future networks work with legacy software, or will this be like dropping a Formula One engine into a family car? To monetize network capabilities, does the supporting framework need to be upgraded to racing performance?
Advances in network technology will be wasted if they cannot be controlled and monetized by a compatible Business Support Systems (BSS). Legacy BSS platforms typically lack the power, responsiveness and agility to really put the capability of next‐generation networks onto the road. Future networks will succeed or fail on the strength or weakness of their business support platforms and without substantial upgrade, legacy BSS will collapse under the weight of 4G.
To fully exploit your investments, CSG believes the BSS of the future will need to reflect network capabilities—more powerful, more responsive, and less rigid in how it’s applied.
2013 Asia Telecommunications Market Survey – Key Findings Report
CSG International’s 2013 Asian Telecommunications Market Survey evaluates CSPs’ investment plans relating to emerging technologies, perspectives
on critical regulatory issues, and opinions regarding landscape-changing industry trends. The survey gathered detailed responses from panelists representing 84 different CSPs across 19 countries spanning the Asian continent.
The survey addressed eight of the major points of interest facing Communications Service Providers CSPs and their management in today’s market. The questions are listed below.
1) How would you describe your level of investment in the area of “Big Data” analysis?
2) There is a lot of hype about SaaS and the benefits gained from outsourcing OSS/BSS. Is this an area you are considering for your business?
3) In your opinion, should the likes of Skype and Google Talk be allowed to introduce direct operator billing?
4) Do you believe carriers should be able to charge their customers extra fees to use VoIP apps?
5) In your opinion, should roaming fees between ASEAN countries be removed?
6) What level of importance does your organization place on international voice traffic fraud (known as “carrier bypass”)? What level of revenue loss do you estimate this causes?
7) In your opinion, should all mobile operators be free to introduce “mobile wallet” technology offerings to their customers without regulation?
8) What are the three most important priorities for your wholesale business in 2013?
The collective responses to these questions were thorough, varied and often polarizing. Download the survey now for the findings and analysis.
Simplify Customer Communications: Increase Satisfaction and Reduce Costs
In this age of constant connectivity and endless information sources, consumers face a barrage of data all day, every day. Your customers want reduced complexity, centralized communications and more channels to reach you—so that they can use the channels they like best.
By embracing new channels and technologies, you can enhance your communications, increase sales, reduce calls to your support center and build loyalty with your customers. Because at the end of the day, your customers are what matter most.
Moving to the Cloud Means Never Having to Say You're Sorry
What business are you in? Are you in the business of running a contact center, or are you in the business of running your business? And if it’s the latter, why are you spending your time and resources on running a contact center?Moving to the Cloud finally means never having to say you’re sorry: not to customers for a sub-par experience, not to the business for overtaxing resources that are in short supply, and not to the board and shareholders for a lack of organizational agility or capital expenditures on hardware that’s rapidly obsolescing.What you gain is freedom to run your business. Your business — which, unless you’re a contact center provider, isn’t running a contact center.
Download our new Hosted Contact Center white paper, and discover how to replace apologies associated with on-premise infrastructures with real business benefits such as:
- Lower Costs
- Increased Data Security
- Vendor Consolidation
- Improved Talent Acquisition
- Superior Customer Experience
2012 India Cable Digitalization Study – Key Findings Report
The digitalization process is recognized as a structural necessity to further the capacity of the Indian telecommunications sector (encompassing cable), with
most stakeholders embracing the opportunities it has the potential to create. The migration to digital cable is, however, not without its challenges both structural and service-oriented. In order to capitalize on the enhanced revenue opportunities, vendors along the supply chain will need to be prepared to invest
in the upgrade of their equipment and staff training and the provision of cable billing will become critical in maintaining and growing the subscriber base.
The digitalization process offers the opportunity for innovative business models to enter the market and seize the opportunity for growth, with a particular
emphasis on models that promote interactivity between the cable and broadband sectors.
CSG International recognized there was limited data available on the impact of the mandated digitalization of the Indian cable market and engaged independent local analysts, Tonse Telecom, to undertake an industry-wide study. The key findings are summarized in this report.
Best Practices for Building Better Offers
Learn how CSPs can cut through the clutter with a more strategic approach to offer management.
Supporting New Payment Paradigms in a Digital World
As consumers use more digital content across a wider array of devices and channels, how will CSPs meet the challenge? The volume of mobile transactions is growing exponentially, with research firm Gartner predicting that consumers worldwide will buy $171.5 billion worth of goods and services on their mobile devices this year—a staggering 61.9% increase from 2011. Thanks to the mobile world we live in, the way we think about buying and selling virtually everything has changed.
The ability to pay for anything, virtually anywhere and on any device, will trigger significant shifts for cable and satellite CSPs.
While CSPs are focused intently on how to meet the insatiable appetite for content among its subscriber base, they also must focus on how to meet customer demand for more flexible and more diverse payment options. Gone are the days when subscribers received a bill in the mail, wrote a check and sent it to the CSP directly, or signed up for post-paid plans in which their credit cards were credited on a monthly basis.
Welcome to a new era in which consumers pay for services from a variety of devices and payment types, and they do it all with the quick click of a button. Discover why the adoption of an eWallet strategy is so important for cable and satellite industry.
Proactive Notifications Opt-in Requirements and Strategies
Your customers are mobile. Are you? Learn valuable tips for capturing customer opt-ins via various proactive communication channels while remaining mindful of evolving compliance requirements.
3 Consumer Trends that will Transform the Broadband Marketplace
A New Era for the Industry. Never has there been a more exciting and tumultuous time for the broadband industry. Consumers can't get enough of high-speed data, voice, and the ever growing inventory of video content available in the marketplace today.
Rising To The Content Challenge: Successfully Monetizing Content in the Digital Age
Four key strategies to meet your customers' needs today, and into the future.
Optimizing Field Service Operations with GPS
Integrating GPS capabilities into existing field service operations technology increases productivity and lowers costs.