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The concept of universal service needs to evolve with the changing digital environment. Current policies and practices are already outdated when viewed in the light of technological developments and the dynamic broadband markets around the world. During 2009–10, Finland, New Zealand, and the US have proposed to reform their universal service obligations (USOs) and/or universal Read More… »

Business leaders are calling on CIOs to deliver more responsive IT services at lower cost. The solutions proposed by most IT service vendors involve not only legacy modernization, but also transformation from discrete operational silos in the data center to an orchestrated, cloud-like infrastructure in which workloads are matched to the most appropriate delivery platform Read More… »

France Telecom has extensive and well-developed international and domestic wholesale operations. However, only the international unit achieved positive revenue growth in 2009. The core aim of France Telecom’s wholesale unit is to support the group’s retail business, missing an opportunity to earn valuable additional revenues from other companies outside the group Table Of Contents : Read More… »

The legal process outsourcing (LPO) market, often seen as simply a part of the larger knowledge process outsourcing (KPO) industry, is on the verge of a major breakthrough. The last few months have seen a number of landmark deals announced, and vendors are bullish about the prospects for a sustained period of growth. This report Read More… »

At various times over the past 20 years, cable companies have attempted to enter the enterprise market. These attempts met limited success and the cable companies remained focused on the consumer mass market. Recently, however, the major US cable operators have created enterprise and wholesale divisions geared towards sustainable progress in business markets. With enterprises, Read More… »

Ovum’s annual analysis of the size of the European wholesale market and the share of the major players demonstrates the continued importance of a telco’s wholesale business to its revenues. European wholesale revenues fell domestically and internationally between 2008 and 2009, and at a slightly faster pace than European retail revenues. Now is the time Read More… »

Enterprises have invested in automation powered by speech recognition to cut costs without sacrificing customer service levels. However, the UK public sector is a vertical with unique barriers and considerations, such as a higher number of stakeholders and a longer sales cycle. This report examines the demand for speech applications for customer service in the Read More… »

Emerging market consumers are highly price sensitive, and our research suggests that they make careful purchasing and usage decisions on communications services based on price. This study examines the comparative prices and affordability of leading DSL, WiMAX, and HSPA services in 15 selected emerging markets. Overall, broadband services are expensive (especially in Africa and Asia), Read More… »

Introduction This is a summary of 1Q10 financial results for telco vendors in five regions. Revenues for infrastructure vendors turned slightly positive in 1Q10, up 2%, versus 1Q09. Much of the market is still mired in the aftereffects of the downturn, however. Table Of Contents : Key messages Market trends Revenues Profitability and other financials Read More… »

In recent years, proactive communications for customer service have been one of the most in-demand contact center solutions. While basic dialer-based technologies which simply connect agents to callers have been around for years, new proactive communications solutions and applications provide a greater level of complexity and personalization capabilities. They therefore offer more benefits in terms Read More… »