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CED and Tranforming the Back Office

Kudos to Brian Santo, Editor-in-Chief at CED for the February issue and in particular - the article "Back Office - OSS/BSS: building the perfect beast". Cable OSS/BSS is evolving from its legacy origins and from our vantage point, there are many companies with new innovations in this area. Whether driven by top line growth, Customer Experience, system consolidation, new services, or the results or Merger and Acquisition, the Cable OSS/BSS environment is in transition. We can corroborate...

Published 02-04-2010 9:37 AM by Craig Bachmann

Filed under: Cable OSS/BSS eTOM
Twitter is the New Customer Management System?

Perhaps just not yet, but MSO's are beginning to leverage Twitter as the next source of customer feedback – where in the back office or front office can Twitter be leveraged best? If you haven't tapped into this approach, check out http://www.tweetscan.com (or similar) to see "what's happening" by topic (including your favorite MSO). While the fidelity of data may be questionable, there is no doubt that a certain set of customers live to tweet. In addition, the ability correlate...

Published 01-18-2010 12:09 PM by Craig Bachmann
IPDR - ready for primetime?

It appears that the technology, business needs, and operations are coming togther to make IPDR the next gen billing data standard. Are the vendors ready to support? While IPDR may be implemented in phases, the opportunity to "fan out" the data to support not only network management, but marketing, business intelligence, product management, policy, and usage based billing provides the ultimate ROI in driving "smart" services. Is everyone in the ecosystem ready to leverage this...

Published 01-18-2010 11:55 AM by Craig Bachmann

Filed under: IPDR Cable
What are the roadblocks for cable operators to evolve to FTTx?

I attended the IPTV World Forum in London last week. I was struck by the fact that both Cable and Wireline ofperators are both wishing to evolve to fibre infrastructures to support IPTV offering and also move to Multi channel High Defintion TV with interactivity. Leaving aside the Return on Investement aspects there are a set of engineering issues about how cable operators get from where they are with DOCSIS management infrastructure to a FTTx management solution. My question is 'What are the...

Published 04-02-2009 8:35 AM by David Milham
Customer Service – Levelling with customers

From Nirvana ... As a customer of a traditional telco my broadband was turned on 6 years ago, has been upgraded three times from 512kbits to 8 megabits, and I have had no more than 20 seconds of service interruption. Any issues I have had with fixing the configuration of the supplied wireless router and broadband phone have been fixed promptly and to my satisfaction. I naively thought broadband was like this everywhere ... Well it appears that there are still pockets of ‘the customer is always...

Published 03-10-2009 6:10 AM by David Milham

Filed under: Managing Customer Experience, Cable/MSO. Intentional Customer Experience, Service Quality Management, Customer Satisfaction