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Big Data: Buzz-worthy or Overhyped?

Twitter mentions and vendor opinion point to the former. ...More
January 24, 2013 By Craig Galbraith
Posted in News, Service & Network Management
Slide Show: The Biggest Service Provider-BSS/OSS M&A in Q3

Some of the most significant service providers and players in the B/OSS space made headlines in the third quarter for major mergers and acquisitions. AT&T, Verizon, Ericsson, Cisco and IBM were just a handful of the big names. Here's our recap. ...More
October 9, 2012
Posted in Galleries, Service & Network Management, Service Creation & Delivery
Apple To Buy Piece of Twitter? Not So Fast

Consumers increasingly are turning to mobile devices like the iPhone to access Facebook and other social networking sites. ...More
July 30, 2012 By Josh Long
Posted in News
Call Me, Maybe? Customers Want Alternative Options to the Classic Call Center

Call centers will always be useful for isolated instances or the need for deep technical support, but mobile tools will give service providers a cost-effective way to meet demands and save consumers’ time, thus strengthening customer loyalty. ...More
April 30, 2012
Posted in Blog
Homeland Security Watching Facebook, Hulu, Dozens of Others

A government official says the program was intended solely to enable officials to stay in touch with Internet-era media so they were aware of significant, developing events to which Homeland Security or its agencies might have to respond. ...More
January 12, 2012 By Josh Long
Posted in News
Social Media Threatens AT&T, Verizon Text-Messaging Base

As Apple and Google further integrate Facebook, Twitter and social media into their systems, carriers in America and other parts of the world will want to keep a close eye on their revenues, which could very well decline. ...More
January 3, 2012 By Craig Galbraith
Posted in News, Revenue Management
Twitter Gets Big Investment from Saudi Prince

Earlier this year, Twitter managed to raise $400 million from private investors. The investment firm that led the funding round valued Twitter at a staggering $8 billion. ...More
December 19, 2011 By Craig Galbraith
Posted in News
Convergys: Call-Center Agents Still Critical to Customer Care

But the rapid growth of alternate channels means companies must excel at managing the customer experience across multiple platforms. ...More
December 14, 2011
Posted in News, Customer Experience Management
Verizon Sorry for Scary Text That Got Homeland Security Involved

The public was never intended to see it. Now Verizon finds itself doing damage control. ...More
December 13, 2011 By Craig Galbraith
Posted in News
Convergys Survey: Bad Service Takes Toll on Reputations, Sales

The number of U.S. customers who report a bad service experience to the offending company is up 5 percent over the past year and 13 percent since 2009. ...More
October 18, 2011
Posted in News, Customer Experience Management