Category Archives: Quality of Service

“Partnership” – No Longer a Dirty Word

“Partnership” used to be a dirty word in the service provider world. During the not-so-long-ago era when walled gardens were seen as the future, service providers invested in dedicated portals in an attempt to keep customers locked into their environments. Luckily for consumers, times have changed. A recent survey conducted by leading research firm Coleman Parkes took a deeper look at the relationships between service providers, over-the-top (OTT) players (a generic term for companies that offer services over a network that they don’t own) and device manufacturers. The good news is that 70 percent of service providers view OTT players […]  More >>

Going for the Gold in London

Are you excited for the start of the 2012 Olympic Games tomorrow? Although I’m not a huge sports fan, there is something magical about the world’s nations coming together to test human limits and create magical moments. As a young child, I still remember my family’s excitement when Nadia Comaneci scored a perfect 10 for the first time in modern Olympic gymnastics history. People across the globe jumped to their feet and cheered for the young Romanian gymnast’s amazing performance. The 2012 Olympic Games in London promises to be a global spectacle that attracts billions of viewers. Global consumer brands, such […]  More >>

Birthdays and Brands

I have always loved celebrating birthdays. Should I be embarrassed to admit that I was notorious among my friends for leaving them little notes stating exactly how many days were left until my b-day? Maybe this is why I am especially excited about Amdocs’ 30th birthday celebration. In today’s ever-changing world, turning 30 is a significant milestone (at least that is what friends have told me). As part of the planning of this milestone, Amdocs Global Marketing has strategically repositioned our company. We want to ensure that the market knows not only WHAT we do, but also WHO we are. […]  More >>

Four Reasons for Service Providers to Smile in 2012

I originally intended to write this blog post about positive trends in 2012 much closer to January 1, but I was busy planning a big celebration.  I’m of course referring to Amdocs’ upcoming 30th anniversary year (what did you think I meant?). Keep an eye on this space for more details … And speaking of the future, here are four reasons from a born optimist for service providers to smile in 2012: 1. Innovation will flourish, in part due to operational efficiencies caused by the economic slowdown. This will be particularly felt in Europe and North America. People often think […]  More >>

Channeling YouTube

After YouTube’s recent announcement “that even more talented creators and original entertainment will soon join” the site, some commentators focused on the death of “amateur hour.” (Personally, I think there will always be room for homemade videos featuring cute cats and people spectacularly quitting their jobs).  More >>

The Never-Ending Process of Improving Quality

I am STILL renovating my house, but I am glad to report that it’s about 80 percent complete. As part of the process, I had to call my service provider to reinstate my triple-play offering. The whole process, which was divided into two distinct parts, once again demonstrated the meaning of the phrase “end-to-end customer experience.” Phase I I started by calling a call center agent. She said I needed an inspector (due to the renovation) and only then would she decide which technician should come and when. At first I was OK with the idea, until I was told […]  More >>

Various Opportunities, Interesting Potential (VoIP)

Microsoft is in the process of acquiring Skype – which has partnered with Facebook. Do these new developments signal that the sky is falling for service providers? The quick answer is “no.” First of all, some analysts are even predicting that partnering with Facebook may hurt Skype, turning it into a type of dumb pipe. Regardless of the outcome of that specific partnership, service providers would be wise to adopt a “If you can’t beat ‘em, join ‘em!” mentality, because although the immediate going might be rough, VoIP just might eventually stand for “Various Opportunities, Interesting Potential.” An example of […]  More >>

Speed, Singapore and Service

In an effort to ease the data crunch, some providers are launching priority mobile broadband services. For instance, Singapore SingTel announced a new “Priority Pass” service that gives priority to customers on its existing 7.2 Mbps and 21 Mbps mobile broadband plans when the network is taxed. Executive VP Yuen Kuan Moon said the service will be a free add-on for customers and compared it to an “extra lane on the expressway” when Internet traffic becomes congested. Is this network discrimination? I don’t think so. It is important to note that this service is offered free to high value customers […]  More >>