Industry Reports

CCW Market Study: The Future of the Contact Center in 2019

Customer communications will only get more complex in the months and years ahead. To better engage customers, contact centers will need to use new technologies, interact with customers across new channels, and assess performance against new metrics.

BSS in the Cloud

The BSS market has changed radically in recent years as the telecoms industry has adopted new technologies such as HSPA and, more recently, LTE. All-IP networks that have opened the way for more sophisticated services have resulted in a need for increasingly complex support systems.

Beefing up your Backend for the Digital Economy

Operators must transform themselves end-to-end and top-to-bottom to play in the coming digital economy, and it’s going to come down to the ability of the BSS to keep up with their digital strategy.

The Importance of Cross Channel Communications: Optimize Revenue and Drive Performance

Companies seeking to optimize corporate revenues and drive operating performance are looking to an integrated cross-channel communications approach to deliver these results. Cross-channel communications is about delivering customer-focused messages across all available communications channels on a unified platform. The platform enables integrated messaging using real-time and non-real-time tools such as email, direct mail, social media, texting, bill messages and other media.