The communications industry is in the midst of a major transformation being driven by the market need to bundle services across multiple product lines and the proliferation of VoIP technology. The resulting communications convergence presents enormous opportunities and challenges for service providers.
This presentation will address the business and technological ramifications of today’s convergence trends, and include real-life examples of service providers who are leading the way in delivering converged services to their customers. It will also provide an overview of the benefits for the end-user customer, current and future trends and the challenges that service providers face: What are the cutting-edge VoIP providers doing? What puts them ahead of the curve? What is working for them that drives their competitors crazy? How do they decide what to offer next?
Presented by:
| Arun Arunkumar
Senior Vice President of Products
Ensim Corporation |
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Customer-Centered VoIP Marketing
(QP-02)
Friday - 01/26/07, 10:00-10:45am
This presentation covers the unique challenges of competing in this market. Market research has uncovered some surprising truths about customer thinking and customer buying behavior. Telecommunications services, and particularly VoIP services, run the risk of becoming commodities, and commodities don’t offer high profits. Service providers need to differentiate their offers from competitors to gain customer loyalty and premium prices. Service bundles are one route to customer retention, and there are others, for the customer-centered service provider.
This session will discuss some of the ways that service providers can differentiate their portfolios from those of competitors and maximize profitability, through product development, branding, customer segmentation, database marketing to maximize customer lifetime value, and retention strategies.
Presented by:
| Karen Strouse
Owner
Management Solutions |
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Keeping a Lid on Broadband Customer Service Costs
(QP-03)
Friday - 01/26/07, 11:00-11:45am
Customer support costs can balloon quickly when rolling out new broadband services. And with the growing adoption of triple play offerings, problems are even more acute. The single largest operational expense for service providers — apart from building their network — is the cost of customer service.
This session will look at ways to intelligently automate the broadband customer service experience, including the installation of triple play services, remote configuration and firmware updates of home CPE, and options for enhanced customer self-service and assisted service that can remotely diagnose problems and automatically resolve them.
The speaker will discuss how to:
• Reduce customer service costs.
• Automate triple play installation and ongoing customer support.
• Remotely manage and update home gateway devices.
Presented by:
| Tom MacEachern
Director Product Management
SupportSoft Inc. |
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