Speakers:
Dr. Ralf Guckert
BSS Head of Product Management,
Ericsson Mike Ehrenberg
Technical Fellow, Business Solutions Division,
Microsoft
Huge investments in mobile broadband are bringing us to the brink of the networked society, where people and devices will be ubiquitously interconnected. But faced with unprecedented competition and a product increasingly viewed as a commodity, network operators are under pressure to capitalize on their investments by building customer loyalty and differentiating with superior service. To do so, network operators must fully leverage their most important assets -- the relationship with their customers and the data that they hold on them.
To this end, a common IT objective of network operator is to integrate billing with Customer Relationship Management systems (CRM) in order to provide them with a single view of the customer and to offer a seamless experience. But ultimately this is not enough. Efficient CRM will require OSS/BSS architectures that support a holistic view not only of the customer but also of the experience they have had while using their network.
Join us as we discuss the CRM requirements that will be necessary to differentiate in increasingly competitive markets, customer support for new mobile broadband services and the IT transformation challenge. This webinar will also address the following trends:
- Superior customer experience as a means of differentiation whilst reducing OPEX
- Drivers and challenges associated with BSS transformation for telecoms operators
- Next generation OSS/BSS architecture requirements
Learn what particular CRM challenges telecoms operators face today from both a business and IT perspective.