B/OSS

Churn & Customer Satisfaction

Convergys Optimizes the Customer Experience with New Solutions

The solutions include call analysis, chat optimization, customer interaction assessment and IVR optimization. ...More
June 12, 2012
Posted in News, Customer Experience Management
Comcast Moving From Intuitive Care to Collective Insight

Comcast wants to get the right tools into the hands of front-line employees to help them better serve customers. The company is experimenting and evaluating tools that support cross-channel decisioning. ...More
June 7, 2012 By Tim McElligott
Posted in Articles, Customer Experience Management
Slide Show: B/OSS' Top 10 Stories in May

We tallied our top 10 stories from May by combining online page views with results from our weekly newsletters. Shared data, customer experience management and "suddenly sexy" BSS/OSS all made the list. But what was No. 1? ...More
June 6, 2012
Posted in Galleries, Customer Experience Management
Image Gallery: PegaWORLD Descends on Dallas

Greeting a crowd that would make most software conference holders jealous, Pegasystems held its annual user group meeting, PegaWORLD, in sweltering Dallas this week. Our image gallery shows you some highlights. ...More
June 5, 2012
Posted in Galleries, Customer Experience Management
Pega's Trefler Says Big Change Looms for Telecom Customer Centricity

Pegasystems' founder and CEO, Alan Trefler, takes some shots at industry rivals Amdocs and IBM, saying what he calls M&A "Frankenstacks" won't cut it for customer centricity. ...More
June 5, 2012 By Tim McElligott
Posted in Articles, Customer Experience Management
Sprint Bashes AT&T, Verizon Shared Data, Says It Will Lead to Bill Shock

Sprint says data pricing is already complicated and that shared data will drive customer satisfaction down. ...More
May 30, 2012 By Josh Long
Posted in News, Billing, Service & Network Management
Service Providers Blowing It on Customer Care

The service providers have screwed up the simple concept of customer service so badly for so long and given customers the big F-U whenever they were faced with the bother of communicating with them that customers finally gave up and said, "F-U-2, I'll do it myself." ...More
May 30, 2012 By Tim McElligott
Posted in Blog, Customer Experience Management
BVU Picks Equinox for Fraud Protection

BVU Authority has snapped up Equinox Information Systems' Protector fraud management system, which offers real-time fraud protection by comparing call-detail or data-usage records against a number of configurable metrics. ...More
May 29, 2012
Posted in News, Revenue Management
Handling the 'Digital Tornado' Requires Agility

Orange’s goal was to reach customers where they spend time online (before the competition), and to be able to respond quickly to market opportunities and threats by delivering new markets quickly. ...More
May 23, 2012
Posted in Blog, Customer Experience Management
Business Assurance: Leveraging, Executing and Realizing

To survive long term, organizations must put in place the tools and processes necessary to continually accelerate revenue, reduce costs and improve the business. ...More
May 21, 2012
Posted in Blog, Customer Experience Management, Revenue Management