Why operators need to forge a greater link between digital transformation and customer care

Operators are stuck between a rock and a hard place today. They need to be seen to move towards a process of digital transformation – whatever that term means – while trying to constantly improve the customer experience.

The latter is an area where the telcos have traditionally struggled – and according to a new report published by BriteBill and Omnisperience gauging the views of 40 tier-0 and tier-1 service...

By James Bourne, 11 October 2018, 0 comments. Categories: Billing, Customer Service, Operators, Research.

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

(c)iStock.com/erhui1979

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

(c)iStock.com/s-cphoto

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

(Image Credit: iStockPhoto/martinwimmer)

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?

(c)iStock.com/iStockFinland

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

(c)iStock.com/tumpikuja

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.

Infobip VP mobile payments: The challenges of standardisation

“I honestly don’t think that mobile payments will ever substitute cards or cash,” admits Paolo Rizzardini, VP mobile payments at Infobip.

It’s a pretty interesting statement coming from a VP of mobile payments. Yet it’s a pragmatic view, accepting that the convenience of mobile solutions won't kill off the traditional channels.

Rizzardini adds: “The user needs to have the option...and select the one that better feeds his habits, but it’s not up to us to decide what...

By James Bourne, 19 March 2014, 0 comments. Categories: Billing, Industry, Mobile.

EMV is now a marketing issue after the Target breach

Gilles Ubaghs, Senior Analyst, Financial Services Technology

The payment security breach at Target and several other major US retailers in late 2013 has had a profound impact on the US payment market and will act as a major catalyst for Europay, Mastercard, and Visa standard (EMV) migration. Although the transition to EMV is already underway through the upcoming fraud liability shifts under the major payment schemes’ EMV roadmaps, fraud is now emerging as a major consumer concern and subsequently a...

By Ovum Research, 18 March 2014, 0 comments. Categories: Billing, Mobile.

Offload to avoid overload – and retain revenues

Mobile operators are facing a data crunch.  Sales of bandwidth-hungry mobile broadband devices continue to rise but consumer led, all-you-can-eat tariffs mean that revenues aren’t keeping pace with data volumes.  Instead, there’s increasing congestion on networks.  What’s more, a recent report from Juniper Research forecast that almost 50% of data traffic generated by 3G/4G-connected devices will be offloaded to Wi-Fi and Small Cell networks this year

This equates to 10...

By Kimmo Klemola, 03 December 2013, 0 comments. Categories: Billing, Infrastructure, Operators, WiFi.

Coin – the latest startup aiming to make the credit card history

Meet San Francisco-based digital startup Coin. The company’s ethos is to build products which “simplify, improve and fit seamlessly into your life” – and a new product released today aims to do precisely that.

Coin’s solution is to have one card to rule them all – a connected device which holds the information of all your other cards and accounts, with users able to chop and change with a circular button on the front of the display.

Alongside the Coin app,...

By James Bourne, 15 November 2013, 1 comment. Categories: Apps, Billing, Government.

Are there too many players in the mobile payments market? #AppsWorld

There is continued talk about how the mobile payments marketplace is on the verge of explosion. But while a large number of players will remain, the long-term future will gradually become more converged.

That was the verdict of an expert panel at Apps World Europe discussing payments platforms, billing and monetisation strategies.

Dennis Jones, CEO of the rapidly expanding Judo Payments, argued that there will be proliferation and it will continue to give consumers headaches, but it will be good for the...

By James Bourne, 23 October 2013, 0 comments. Categories: Billing, Mobile.

Penrillian founder Charles Weir: NFC for payments is not dead yet #AppsWorld

According to Charles Weir, founder and technical director of development house Penrillian, near field communications (NFC) payment technology is going to seriously gain ground in two years’ time – and Apple’s lack of development in the area is just a red herring.

The launch of iOS 7, and Bluetooth technology iBeacons in particular, has caused many in the press to call it the NFC-killer. Jonny...

By James Bourne, 15 October 2013, 0 comments. Categories: Billing, Content, OTT Services, Wireless.

Three UK scraps roaming, disrupting providers twice in a row

Not content with being the only mobile operator to offer both a free upgrade to 4G and an unlimited data plan – Three UK has announced today they will be scrapping roaming charges.

Whilst Neelie Kroes and the EU Commission work to implement a compulsory cut of roaming charges around Europe, Three has led the charge with an initial rollout in; Republic of Ireland, Australia, Italy, Austria, Hong Kong, Sweden and Denmark.

The new ‘

By Ryan Daws, 30 August 2013, 0 comments. Categories: Billing, Consumers, Industry, Mobile, Networks.

Facebook prepares a mobile payments push

Eden Zoller, Principal Analyst, Consumer

Facebook is quietly testing a new mobile feature that will provide users with a one-click payment service for mobile shopping applications. This makes sense, given the growth in mobile payment revenues, the size of Facebook’s mobile base, and the importance of mobile advertising to the social network. The user transaction data generated by Facebook’s mobile payment feature will be invaluable for advertising, and will be used to bolster revenues on this...

By Ovum Research, 23 August 2013, 0 comments. Categories: Apps, Billing, Mobile.