How easy-to-understand billing is a big opportunity for telecoms to improve customer experience

As 2018 begins, it’s clear that the customers of telecoms operators want to receive their bills and get information about their usage and other relevant services in more personalised and visually appealing ways.

The next 12 months will see a shift to offer this as operators do more to change and update their billing communications. New technologies, such as chatbots, are also being introduced to enhance the customer experience.

Bill confusion

While this is great news, currently, much remains the same...

By Orla Power, 08 February 2018, 0 comments. Categories: Billing, Customer Service.

More telco customer service woes abound – but for Gen Z, chatbots could be the answer

It’s the age-old complaint around telecom providers and customer service; more than two thirds of customers surveyed by Brite:Bill admit they find their bills hard to understand, with three quarters saying they were not interested in the information which came with their statements.

The study, which took responses from more than 3,200 consumers in eight countries, found a worrying amount of churn among consumers.

29% of those polled said they have contacted their service providers over billing issues,...

By James Bourne, 24 November 2017, 0 comments. Categories: Billing, Customer Service, Operators, Research.

Why the mobile industry must unite or miss a big opportunity

Mobile operators are the gatekeepers for the UK’s favourite device - yet year on year they report decreasing average customer value. It is time that the mobile industry harnessed the potential of operator driven mobile payments enabling merchants to reach their customer on their preferred device, offering a truly mobile payment service.

The Phone-paid Services Authority’s (PSA) Annual...

By Michael Tomlins, 07 August 2017, 0 comments. Categories: Billing, Customer Service, Licensing, Operators.

Billing models in a digital age: How operators can adapt to keep pace with demand

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Digitalisation has had a huge impact on how we use our phones, with consumers now expecting to access data-rich services such as social platforms, videos and emails, on the go via their smartphone or tablet. This in turn has impacted billing and charging models, resulting in customers buying an increasing number of flat rate and all-you-can eat packages, made up of app-specific service bundles.

On the surface, this should make things simpler for operators to:

  • Reduce the number of complex tariff structures they need to...

By Philippe Barbotin, 30 September 2016, 0 comments. Categories: Billing, Operators, OTT Services.

By subscription only? Redefining consumer business models for CSPs

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In October I looked at subscription business models from an IoT angle. This time around, let’s discuss subscriptions from a slightly different standpoint. With the recent European Commission decision to effectively outlaw the current roaming charge model and the impending mainstream availability of standards-based remotely programmable embedded SIMs, things may never be the same again.

For...

By Timo Ahomäki, 10 November 2015, 0 comments. Categories: Billing, Networks, Operators.

Opinion: CSPs must evolve their billing systems to mobilise the enterprise

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The consumer mobile experience has evolved and communications service providers (CSPs) are now empowering subscribers by giving them the ability to purchase data top-ups, access services on-demand and view accurate balances instantaneously. However, this advanced billing experience, enabled through real-time business support systems (BSS), is currently limited to the consumer...

By Jennifer Kyriakakis, 05 October 2015, 0 comments. Categories: Billing, Industry, Operators.

By subscription only: The future of traditional telecoms services?

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Among the sweeping changes taking place within the telecommunications industry, the popularity of subscription based business models seems to consistently resonate as one of the top concerns for all involved. With new players entering the field on a weekly basis, the business model of communication service providers (CSPs) will never be the same again.

Despite a number of variations introduced over the years, telecommunication services have traditionally been charged on a pay per...

By Timo Ahomäki, 07 September 2015, 0 comments. Categories: Billing, IoT, Operators, OTT Services.

Why getting the basics right will drive growth for CSPs

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With 1.35 billion smartphones expected to sell globally this year driven by consumer demand for better and faster devices, great pressure mounts on communications service providers (CSPs) to innovate to keep up.  With many new technologies and handsets announced at this year’s Mobile World Congress, the supporting infrastructure to enable this connected world and support the constant increase in mobile data consumption becomes ever more important.

As demand in the telecoms...

By Timo Ahomäki, 12 March 2015, 0 comments. Categories: Billing, Infrastructure, Mobile, Operators.

Debunking the myths behind multi-play

Service providers have evolved from offering a single service to bundles, triple play, quad play and now multi-play. Having seen this development with our own eyes, it’s no surprise that many of us consider ourselves multi-play experts, or at the very least believe we have a concrete understanding of the basics.

Could we be wrong though? What if these long-accepted multi-play beliefs aren’t actually true?

According to a white paper by independent research group, Analysys Mason, entitled, “IT...

By Alon Bar, 20 March 2014, 0 comments. Categories: Billing, Industry.