Opinions: Want customer service? That will be 50p please, says EE

EE, Britain's largest mobile operator, has introduced the ability to jump the queue on their customer service lines if the caller pays 50p. The controversial move is called "Priority Answer" whereby customers will be greeted with an automated message asking if they would like to pay the fee in order to get straight through to an operator.

Some outcry has been caused by the move due to EE's ability to delay customers getting through to an operator without paying money for the privilege. The network has 28...

By Ryan Daws, 15 August 2014, 0 comments. Categories: Consumers, CRM, Networks, Operators.

Natural conversation with Bing's search engine

Bing is a powerful product of Microsoft's. Many see it as the plucky David-like search engine behind the goliath known as Google, but it's much more than that, it's a machine-learning powerhouse which is constantly growing through 'Satori' to form a platform which is increasingly able to answer whatever you throw at it.

Cortana, Microsoft's virtual assistant, is a consumer-facing example of this power. It is widely-regarded as the smartest AI available across smartphones and it is all...

By Ryan Daws, 14 August 2014, 0 comments. Categories: Big Data, Consumers, CRM, Industry.

Salesforce.com builds momentum in partnership with Microsoft

At Salesforce1 World Tour London on May 22, 2014, Salesforce.com made a number of announcements that demonstrate its continued momentum, including its 1Q14 results, triple-digit growth by key systems integrator partners, some high-profile recent wins in the UK, and a major investment in a UK headquarters and data center in London. A week later, on May 29, Salesforce.com CEO Marc Benioff and Microsoft CEO Satya Nadella announced a collaborative partnership.

Salesforce.com’s 1Q14 results show continued...

By Ovum Research, 02 June 2014, 0 comments. Categories: CRM, Industry.

Amdocs predicts the future and may change Smart Data's perception

Big Data has negative connotations attributed to it – particularly in regards to privacy. The term widely-used for it is often related to the mass collection and monetisation of data which was certainly not helped by the controversy surrounding the NSA's mass surveillance program. Companies fear sharing data seemingly as a result of how it can affect their image rather than how it can improve their services – whilst consumers worry about how their data is being used.

Smart Data, as many writers have started to...

By Ryan Daws, 29 May 2014, 0 comments. Categories: Big Data, Consumers, CRM.

Amdocs’ CRM is a peace treaty to OTT players and service providers

We all know service providers such as Virgin Media are feeling the threat of OTT players; but how do you solve such an issue? Amdocs has provided the tools for a peaceful solution – it involves collaboration (and many partnership deals.)

As part of their CRM (Customer Relationship Management) the company takes into account factors which others don’t; notably not just whether a subscriber is an individual, a household, or a business - but how they can potentially cross-over.

The...

By Ryan Daws, 14 November 2013, 0 comments. Categories: Consumers, CRM, Industry.

Why email could live forever

I have long thought that email was badly implemented in businesses, mostly because users were not guided into how it should be used optimally. The consequence is email glut, which leads to information noise and, ultimately, miscommunication. There are other email related issues in organisations, but that one is most likely the biggest. 

I was reminded of this today by a short post on Gareth Spence's Online Scribbles and - just a few...

By Benoît FELTEN, 05 January 2012, 0 comments. Categories: CRM, Industry.

Why buy an IP based Business Telephone System?

 A Voice over Internet Protocol (VoIP) based phone system is more than just a few new phones plugged into your network with slick displays and pretty flashing lights.

VoIP transforms your phone system into a next generation communications hub; complete with cutting edge technologies that allow your organization to deliver superior customer service while cutting costs. An IP based system piggybacks on your data network and can connect to the public-switched telephone network (PSTN) through a variety...

By Gregg Haughton, 29 September 2011, 0 comments. Categories: Billing, CRM, Industry, Infrastructure, Networks, VoiP.