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2009 and the first half of 2010 saw plenty of activity from the CMT, the Spanish national regulator, which finalized its second-round market analysis of markets 4, 5, and 6 and the former markets 7, 10, and 14, initiated in 2008. As a result of these analyses, the CMT has relaxed the regulation withdrawing all Read More… »

Global Crossing owns and manages a highly secure end-to-end IP network that would be very difficult for a competitor to duplicate. During 2009 and into 2010, the company continued making strategic investments in its network to create a platform that delivers a wide range of global services to enterprises and carrier customers. Global Crossing’s consolidated Read More… »

KPN positions itself as a partner that takes an integral role in the customer’s transformation from product supplier to service provider. It sees its main differentiator as its business case/proposition development for the customer. Table Of Contents : Positioning in M2M M2M vision and strategy M2M partnerships and sales M2M organization Portfolio Services and customers Read More… »

Principal Analyst Julien Grivolas gives an update on NEC’s LTE strategy and how the Japanese vendor intends to differentiate its offering compared to competitors’. NEC is relying on a new network approach based on small cells as opposed to the traditional macro network approach. Table Of Contents : Executive summary In a nutshell Ovum view Read More… »

By its broadest definition, virtual queuing allows callers waiting on hold for an agent to hang up without losing their place in the queue. Though not a new solution, virtual queuing is not common, despite the way in which it allows enterprises to differentiate via customer service. Despite all of the recent investments in self-service Read More… »

Operators adapted their offerings to cater to changing consumer demands during the poorer economic conditions caused by the global financial crisis. In particular, many operators focused on maintaining and extracting more value from their existing subscribers, placing more emphasis on effective loyalty initiatives. This report analyzes how operators used loyalty initiatives to counter the negative Read More… »

This report explores the competitive dynamics within the contact center speech analytics market, and helps businesses select a vendor based on its technology strength, reputation among customers, and impact on the market. Ovum provides a complete view of vendor capabilities and advises on those that businesses should explore, consider and – most importantly – shortlist. Read More… »

As the economy recovers and businesses prepare for retrenchment in consumer spending, enterprises have changed the way they invest in customer service technologies. Today, technology investments in customer service must be vendor-agnostic, flexible, and achieve RoI within six months. This has increased the number of hosted or “in the cloud” deployments. Over the past two Read More… »

Business process outsourcing is an increasingly competitive area with a changing competitive landscape. In order to differentiate themselves, vendors have had to work much harder on driving efficiencies outside of just wage arbitrage, and rethink how BPO services should be delivered. Table Of Contents : SUMMARY Impact Ovum view Key messages FUTURE TRENDS IN BPO Read More… »

Carriers in countries around the globe are rolling out next-generation access (NGA) networks in order to provide high-speed broadband services to the population. Their aim is maximize the availability of broadband-based services, and to exploit the new revenue streams that those services will open up. However, this will not be possible until the wholesale market Read More… »