Three steps to improve telcos’ customer experience in an increasingly agile world

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As customer experience fast becomes a key determinant of success for CSPs, every individual within an organisation will hold some responsibility over it and there is more pressure than ever for businesses to invest in new solutions to manage the needs of their customers. In order to drive Customer Experience Management (CEM) forward in today’s increasingly agile world, CSPs must work to reshape business models to understand the fast changing needs of their customers and provide...

By Udayan Kelker, 01 August 2016, 0 comments. Categories: Content, Customer Service, Operators, OTT Services.

Western Europe OTT video will reach $14.6bn by 2021

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Online video entertainment has disrupted most legacy media companies that refused to acknowledge the market opportunities beyond traditional pay-TV services. This shift has become a global phenomenon. The impact and implications are far-reaching.

Western European over-the-top (OTT) television and video revenues will more than double between 2015 and 2021. However, growth rates within each nation will vary considerably, according to findings from the latest market study by Digital...

By David H. Deans, 20 July 2016, 0 comments. Categories: Broadcast, OTT Services, Smart TV.

The question of ‘digitalisation’ for OTT providers and for consumers

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In recent times, “digital transformation” has become a buzz phrase used in many different contexts to refer to the transformation that many businesses in the world are either going through or trying to achieve. It’s more or less a reference phrase within telecom businesses today, used to package many things together, with the main focus being on technologies; from new ways of customer on-boarding using multi-channel interfaces, through to e-invoicing, video-on-demand and...

By Indrajit Chaudhuri, 15 June 2016, 0 comments. Categories: Marketing, OTT Services.

Staying agile in an OTT world: Why operators are still slow off the mark in digital services

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With the arrival of OTT content providers, the way we use our phones has undoubtedly changed. Facebook, WhatsApp, Viber and Skype dominate the communications markets and new services are being launched with increasing rapidity, and operators have found themselves with eroding profits and now face the question of how to become better service providers in order to keep up with these digital disruptors. Reports from

By Timo Ahomäki, 01 April 2016, 1 comment. Categories: Operators, OTT Services.

#MWC16: RCS steps forward as Google and GSMA launch client with operators

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RCS, or Rich Communication Services, is how operators will continue the fight against feature-rich OTT services like WhatsApp through an interoperable standard enabling things like group messaging, IP voice calls, and file sharing between networks. 

As traditional SMS use declines, it will be RCS which hopes to retain those...

By Ryan Daws, 22 February 2016, 0 comments. Categories: Apps, Disruption, Google, Industry, Innovation, OTT Services, Standards.

Global telecom API platform market to hit £3.4bn by 2022

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The latest report on the global telecom API industry from Market Research Engine argues the market is projected to see CAGR of over 19% in the period 2015–2022 and is slated to see valuation in excess of $5 billion (£3.4 billion) by 2022.

Drastic growth in the mobile applications market has ensured demand for telecom APIs and telecom companies own several APIs. The requirement for API management is on the rise as more telecom operators are going digital in addition to...

By Telecoms, 11 February 2016, 0 comments. Categories: Developers, OTT Services, Research.

Opinion: Is the world ready for RCS?

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Few people outside the mobile industry paid attention to Rich Communication Services (RCS) until Google announced in September 2015 that it had acquired Jibe Mobile, a company at the forefront of RCS development. But what impact will this have on the future of RCS and the humble SMS in a climate where OTT messaging apps are becoming more and more popular by the day?

The...

By Kevin Panzavecchia, 28 January 2016, 2 comments. Categories: Disruption, Industry, Innovation, Mobile, OTT Services.

Google acquires Jibe Mobile – backs it to lead Rich Communications standard

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Earlier this week, we reported on new research from Juniper which points towards OTT voice providers expecting to witness a fivefold revenue increase over the next five years at the expense of traditional operators' voice revenue – which is on a serious decline. 

Part of the reason for this decline in voice revenue...

By Ryan Daws, 01 October 2015, 0 comments. Categories: Consumers, Disruption, Google, Industry, Innovation, OTT Services, Standards.

Research: OTT voice providers will see a fivefold revenue increase

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Over the course of the next five years, OTT providers of voice services can expect to see a fivefold increase in their revenue according to a new study from Juniper Research. The basis of Juniper's prediction that uptake of high-quality VoIP calls will increase as the rollout of 4G networks accelerates. 

The research,

By Ryan Daws, 29 September 2015, 0 comments. Categories: Consumers, Disruption, Industry, Monetisation, Operators, OTT Services, VoiP.

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.

Highlights: Communications Market 2015 report

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Telecoms regulator Ofcom has released its annual Communications Market report which, as you can imagine, is rather comprehensive. The report does however contain interesting facts and figures about the direction of the industry. In this article, we'll dissect the report into key highlights which could be important when making informed business decisions in the future. 

The UK is now a...

Authorities think Skype should be classified as a telecoms operator

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OTT services are often discussed in the context of whether they represent a threat to telecom operators, but the authorities believe services which offer voice call functionality - such as Skype - should be treated as telcos themselves and are therefore subject to the same laws. 

Skype came under fire in France last year for refusing to hand over call record with authorities, and has now run into the same issue in Belgium for declining to open up its data system...

By Ryan Daws, 27 May 2015, 1 comment. Categories: Government, Industry, Operators, OTT Services, Regulation, VoiP.

Netflix goes on the offensive against Australian ISPs

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Australian broadband providers have been criticised by some of Netflix's customers as providing "unusable" access - which has prompted the streaming giant to launch a local version of its ISP Speed Index. The index aims to inform users which providers offer the best access to their vast library of entertainment content. 

Netflix arrived in Australia just two...

By Ryan Daws, 12 May 2015, 0 comments. Categories: Apps, Broadband, Connectivity, OTT Services.

Global displacement of traditional pay-TV services

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The growing popularity of watching online video entertainment has become a more common activity worldwide, particularly with the younger generation. As a result, these shifting video consumption trends have created a few market share gainers and many losers.According to the latest market study by Juniper Research, subscriptions from Over-the-Top (OTT) video...

By David H. Deans, 01 May 2015, 0 comments. Categories: Apps, Industry, OTT Services, Smart TV.

EE debuts seamless Wi-Fi calling and SMS

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EE, the UK's largest mobile operator, has flipped the switch on support for making calls and sending texts via Wi-Fi to help its customers remain connected where cellular connectivity is unavailable / limited. The new service is launching exclusively to Samsung Galaxy S6 and Lumia 640 owners before expanding to "more than five million EE customers" by summer.

WiFi Calling will make a real difference to millions of customers across the UK

According to...

By Ryan Daws, 07 April 2015, 0 comments. Categories: Capacity, Disruption, Industry, Innovation, OTT Services, VoiP, WiFi.

Will YipTV do to TV what Vonage did to calls?

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The VoIP market revolutionized the way communications worked, allowing companies to provide over-the-top services which were decoupled from the phone company.

For the first time you could go out and buy broadband from one company and phone service from another. The poster-child for this movement in the US had to be Vonage, and the company did a great deal for the fledgling VoIP market at the time.

Thanks to Vonage,

By Rich Tehrani, 12 March 2015, 1 comment. Categories: Apps, Consumers, Content, OTT Services.

Opinion: Going over-the-top, or not

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Why do over-the-top (OTT) communication applications such as Skype, Viber, Line and WhatsApp exist? My view is, like most innovation, they exist to exploit inefficiency in a market.

If the world already had a service which provided ubiquitous, seamless communication with anybody, anywhere, at any time, across multiple media at a nominal cost, then there would be no need for OTT communication applications.

In the mobile...

By Paul Liesching, 23 February 2015, 1 comment. Categories: Apps, Content, Industry, Innovation, OTT Services.

To nobody's surprise, Indian telcos want to block WhatsApp OTT VoIP

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To the surprise of absolutely no one, telcos in India are objecting to plans for WhatsApp to launch VoIP and complaining about it to the Telecom Regulatory Authority of India (TRAI). So reports The Hindu Business Line that includes this glorious quote from a representative of the Cellular Operators Association of India (COAI):

“Allowing the use of VoIP/ Internet telephony at...

By Dan York, 02 January 2015, 0 comments. Categories: Disruption, OTT Services.

Draft bill to bring OTT apps under government control

OTT apps are a threat to telecoms providers worldwide as most will offer equivalent or better services for free from which telcos have traditionally generated revenue. This turns the operators into "dumb pipes" as they are often referred – leaving them to deal with increasing amounts of data being passed through their networks by these services. 

In Vietnam, the telecommunication ministry is drafting a bill which would bring foreign messaging apps under government control...

By Ryan Daws, 05 December 2014, 1 comment. Categories: Apps, Disruption, Government, Net Neutrality, OTT Services, Regulation.