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Articles tagged with: Customer Care
The Traditional Call Centre is Dead; Online Customer Service is King
Call centre phone queues, not being able to find information on a company's website and waiting for email replies are the biggest customer service frustrations amongst British consumers using mobile phone or broadband provider websites, according to an online survey of over 2,000 people, commissioned by online customer care vendor, nGenera CIM. In fact, 96% of customers say they would proactively look for a competitor or stop using a company's website altogether following poor customer service. This is not surprising given that 93% say customer service is either important or very important when using the web. more
Related Tags: call-center, UK
Cost of Supporting Mobile Broadband is Eroding Subscriber Profitability
Mobile broadband services are more expensive to support than any other wireless service and are endangering subscriber profitability for many mobile network operators concludes a new study from WDSGlobal. The study found that the cost to support mobile broadband products and services is up to 200% greater than the cost to support traditional wireless products such as mobile phones. This means that despite revenue uplift from increased data usage, actual subscriber profitability often remains unchanged and sometimes even worsens. more
Related Tags: wdsglobal, 3g, usb-modem, hspa, ovi, tim, ict, arpu, sim, mobile-broadband, laptop, modem, ev-do, security
American Businesses Bullish on Wireless Technology
A new national study released by the US trade body, the CTIA - in conjunction with Harris Interactive - finds that almost half, 45%, of business decision makers state that wireless applications are important or absolutely essential to remaining competitive in today's highly competitive marketplace. more
Related Tags: itu, tim, ovi, iden, harris-interactive, harris, ctia, USA
Sprint Revamps Business and Government Sales Units
US operator, Sprint has announced the formation of a new unit dedicated solely to business and government users of communications services, incorporating some 4,000 sales, support, marketing and operations personnel. more
Related Tags: 3g, mobile-data, tim, ovi, iden, sprint, nielsen, 4g, USA
Thailand's DTAC Taps HP for OSS Platform
Hewlett-Packard (HP) has announced that Thailand based mobile network operator, DTAC is deploying its Next Generation Operations Support Systems (HP NGOSS) to reduce internal costs, speed delivery of revenue-generating services and improve service quality. more
Related Tags: dtac, iden, hp, partner, Thailand
European Operator Taps Handset Data for Network Monitoring
Mobile network optimisation vendor, Arieso has announced that am unnamed European operator will be rolling out ariesoGEO across its network. ariesoGEO uses data transmitted by mobiles in the normal course of conducting a call and requires no additional hardware, such as GPS in handsets, to operate in real time or historical analysis mode. more
Related Tags: eu, ict, itu, gps, iden, network-optimisation, arieso
Orange Launches a GSM Network in Uganda
France Telecom, through its Orange brand has launched a new network in Uganda. Last October, France Telecom took over the national GSM license held by Hits Telecom Uganda after buying a 53% stake in the firm. more
Related Tags: orange, 3g, sim, wimax, lte, mtn, zain, france-telecom, gsm-license, gsm, Uganda
Nokia Suspends Sales of Touschseen 5800 Handset in USA
Nokia has been forced to suspend sales of its flagship touchscreen phone following complaints that the phone is having problems with the US phone networks. The company is still able to offer a European version of the handset, the 5800, which has slightly restricted 3G frequency band support for the US market. more
Related Tags: 3g, nokia, eu, wcdma, ict, edge, cdma, touchscreen, gsm, USA
Vodafone New Zealand Expects to Complete 3G Upgrade Early
Vodafone New Zealand says that it plans to complete its rollout of 3G coverage to 97% of the places New Zealanders live work and play by the end of this May, a year ahead of schedule. more
Related Tags: 3g, nokia, base-station, rural, vodafone, outsourcing, telecom-new-zealand, nokia-siemens-networks, 900mhz, siemens, partner, nokia-siemens, play, New Zealand
Sprint Nextel Reports Loss of 1.3 Million Customers in Q4 '08
Sprint Nextel has reported a fourth-quarter loss of US$1.62 billion, compared to the extraordinary loss of US$29.3 billion a year ago, caused by the US$29 billion write down of its Nextel purchase. Revenue in the quarter also fell 14.4 percent to $8.4 billion as 1.3 million subscribers decided to leave the company. more
Related Tags: itu, sprint-nextel, cdma, iden, sprint, nextel, USA