By Russell Palmer, Industry Solutions Principal at BPM/CRM specialist Pegasystems.

A report last year on the IT priorities of European communications service providers by Oracle and PricewaterhouseCoopers made for interesting reading.

One of the headline assertions in the report – entitled "Rethinking IT Strategy … Can It Enable a Step Change in CSP Performance?" – was that that there would be a mass migration by telecom CIOs to commercial off-the-shelf (COTS) applications during the following 12 months because they reduce costs and simplify operations.

By Stephen Sale, Analysys Mason principal analyst.

Following regulatory clearance, France-based Groupe Iliad launched its Free Mobile service on Tuesday.

Iliad first acquired spectrum in January 2010 and has since been building out a 3G network to over 5,000 sites.

France’s regulator ARCEP audited its network in December 2011, confirming that it exceeded the minimum 25 percent population coverage stipulated in its license before it could offer the service commercially.

By Rob van den Dam,
 global telecommunications industry leader 
at the IBM Institute for Business Value.

Despite investments in loyalty and customer satisfaction programmes, the telecoms industry has not achieved its customer-related goals.

Even though they had measured high customer satisfaction (CSAT) scores, many communications service provider (CSPs) indicated they were shocked in the 1990s when they lost market share as new entrants came along. And as their market share shrank, there was no correlation between CSAT and loyalty, repurchase patterns or willingness to promote to others.

By Infonetics Research’s Stéphane Téral.

Here is some good news to weather the current deluge of gloomy headlines about Europe, the EU and the euro.

I know saying that this mess is having a minimal impact on telecoms sounds bullish, but looking at financial data and facts, the reality really does not look that bad.

By Neil Cook, head of technology services at Cloudmark

The Rich Communications Suite (RCS) boasts services that will potentially transform the way users communicate with friends and family. If deployed correctly, they could open new revenue streams to operators.

However, in order to take advantage of the potential of RCS, operators will need to be aware of the security implications and adjust their infrastructure accordingly.

By Michal Harris, Head of Amdocs Market Insight & Strategy Group

Service providers live in a highly competitive reality with saturated markets and an industry that’s moved from high growth rates to experiencing revenue growth erosion. At the same time, they have been required to make large-scale investments in their networks, IT services and customer care.

For their part, consumers are enjoying a wealth of choice and experiences at attractive prices. But despite spending more on communications and media services, customers often still receive poor service from their provider.

By Ciena's Mervyn Kelly

According to the UK National Gamer’s Survey 2011, the nation’s estimated active gamer population stands at more than 31 million, with a combined total of 43 million hours being spent on games each and every day.

With the large majority of gamers now having open access to online game play, the demands being placed on the underlying network infrastructure are becoming increasingly significant.

By Sham Careem, co-founder and CCO of mobile portal solutions company Momac

Operators see app stores primarily as one of three distant, nice-to-have but non-essential assets: simple self-care channels, WiFi hotspot finders or TV services. Instead, they should be looking at them as a powerful conduit through which to deliver a personalised and sticky customer relationship management tool.

By Kieran Kilmartin, EMEA marketing director at Pitney Bowes Business Insight

The telecommunications industry is well-versed in offering customers highly differentiated product packages in a saturated and fiercely competitive market. Yet very few currently possess the single view of the customer that is necessary to ensure investment into individual users is kept at appropriate levels.



European Communications is now
Mobile Europe and European Communications


From June 2018, European Communications magazine 
has merged with its sister title Mobile Europe, into 
Mobile Europe and European Communications.

No more new content is being published on this site - 

for the latest news and features, please go to:



Other Categories in Features