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Customer Engagement
Result image
  • 17 February 2023
  • Strategy report
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How virtual assistants can form part of CSPs’ multi-channel customer care strategies

This report explores how a growing number of CSPs plan to adopt virtual assistants to help them to augment and consolidate their customer service...

  • Raúl Simmons Pérez
Result image
  • 17 February 2023
  • Company profile
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Totogi: online Charging-as-a-Service

Totogi has embraced and advanced what may be a radical approach for many operators: a real-time charging platform that is exclusively built on the...

  • Raúl Simmons Pérez
Result image
  • 18 January 2023
  • Company profile
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CSG: journey orchestration

CSG provides revenue management, payments and customer engagement solutions that are tailored to communications service providers (CSPs). It is...

  • Raúl Simmons Pérez
Result image
  • 21 December 2022
  • Strategy report
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Using gamification to improve customer service

Communications service providers (CSPs) can implement gamification strategies in call centres to help to improve internal collaboration and customer...

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  • 25 November 2022
  • Strategy report
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Customer data platforms: how CSPs can improve omnichannel engagement strategies

Customers are expecting a highly personalised, consistent and seamless experience across all digital channels when interacting with their...

  • Raúl Simmons Pérez
Result image
  • 18 November 2022
  • Strategy report
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Accelerating the take-up of SaaS-based solutions for BSS

Communications service providers' (CSPs') attitude towards SaaS-based solutions is undergoing a sea-change driven by the widespread success of such...

  • Raúl Simmons Pérez
Result image
  • 16 November 2022
  • Company profile
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IBM: virtual assistants

This profile assesses the virtual assistant service by IBM, IBM Watson...

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  • 4 November 2022
  • Article
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Journey orchestration can help CSPs to become more customer-centric

CSPs’ customers’ behaviour and expectations have changed in recent years, and the COVID-19 pandemic helped to accelerate the shift...

  • Raúl Simmons Pérez
Result image
  • 28 October 2022
  • Company profile
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Kore.ai: virtual assistance

This profile assesses Kore.ai’s virtual assistant building services for the telecoms...

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  • 28 October 2022
  • Article
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Gamification can be used by operators to increase employee motivation and reduce customer churn

Customer churn and loyalty are key issues for telecoms operators; gamification can help to resolve...

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