Education > Track One

Track One: Putting the Customer First – No, Really

Wednesday, June 9, 2010
10:30 – 11:15 a.m.

Giving the Customer Control of Their Services

Dynamic customer care technologies can put the customer in the driver’s seat and push the envelope on customer experience management. In this session a service provider shows how it dynamically bundled services through an expansive a la carte menu to drive the customer service experience without forcing its customers down a pre-determined path.

Speakers: Scott Swartz, CEO, Metratech
Bryan Walkey, President – North America, MeetingZone

11:30 a.m. - 12:30 p.m.

It’s Service Quality After All

Service Assurance has a newfound respect now that mobile data and other bandwidth demands are putting extraordinary pressure on network capacity and performance. This panel will discuss the best methods for taking the true measure of service quality and availing the information across the business.

Moderator: Tara Seals, Executive Editor, Billing and OSS World
Speakers: Rick Schmaltz, Vice President of Business Development, CA
Walker Colston, Vice President, Converged Monitoring and Quality, Ixia
John Hamze, Director Global Marketing - Mobile, VoIP and IP, Tektronix Communications
Bruce Peterson, CEO, Velocent

3 – 4 p.m.

Managed Ops Lets You Focus on the Customer

Managing the transformation of an operator’s business requires a fresh approach as network complexity has dramatically increased. To manage this new environment, operators are looking for ways to improve their efficiency, optimize their costs and ultimately improve and manage margins. These key drivers are causing operators to consider outsourcing certain aspects of their operations, including OSS/BSS, which presents specific challenges for operators. If managed correctly, outsourcing can translate into a true differentiator in this area.

Speakers: John Dye, Director, Systems Integration, Ericsson Services Inc.
Lars Jansson, Head Sales Engagement SL/BSS/OSS & Media, Ericsson Services Inc.

4:15 – 5 p.m.

Migrating Back Onshore Using Home-Based Agents

This session examines practical and mutually beneficial ways to leverage resources in rural America to bring customer care jobs back onshore while improving your level of customer care.

Speaker: Matt Zemon, President, Element Customer Care: Powered by CSG Systems

Thursday, June 10, 2010
9 - 9:45 a.m.

Quantifying the Customer Experience

When antiquated monitoring tools wouldn’t do for measuring the quality of sophisticated mobile data services, Digicel, a dominant service provider in the Caribbean, worked with Accanto Systems to migrate from traditional NMS to a full-scale Customer Service Assurance platform to improve and validate the customer experience. This session explores that implementation.

Speakers: Michele Campriani, CEO, Accanto
Frederick Allen, Switch Engineer, Digicel

10 - 11:15 a.m.

Data Analytics: The ‘Secret Sauce’ of Advertising

Customer usage is far more than just data. It has the potential to provide visibility into your customers' behaviors and preferences. Those preferences that will propel advertising from “mass media messaging” to a more personalized, targeted, segment-of-one conversation. This panel will discuss the essential relationship between data analytics and the future of advertising, with emphasis on technology, policy, privacy, and ways to build long-lasting and profitable relationships with customers.

Moderator: Susan McNeice, Global Director, Communications Infrastructure & OSS/BSS Software, Stratecast, a division of Frost and Sullivan
Speakers: Ty Wang, Senior Director of Product Marketing for Service Delivery Solutions, Oracle Communications
John Gillespie, Vice President and GM, Global Telecommunications, Netezza Corp.
Roland Smets, Vice President of Product Management, Irdeto BSS

11:30 a.m. – 12:30 p.m.

E-Billing & Analysis Underpins Carriers' MNC Ambitions

Multinational corporations bring an added dimension of complexity in terms of billing requirements. Multiple languages, multiple currencies and multiple departments needing access to analytics makes for an intricate relationship. This joint presentation will show how this challenge was met for a Tier 1 operator.

Speakers: John Birbeck, Chairman, CEO and President, CTI Group
Alfredo Villalobos, CIO, International Wholesale Services for Telefonica
Patrick Bossert, Director of Market Strategy, Information Management Convergys

Friday, June 11, 2010
9 – 9:45 a.m.

The Changing Face of Retail

Mobile operators in particular continue to seek new channels to market their products and services — from big box retailers to the Home Shopping Network. But mobile customers prefer their providers stores, so getting their own retail houses in order is just as important. Here, Oracle and Cox Communications talk about their new approach to mobile retail.

Moderator: Tim McElligott, Editor-in-Chief, Billing and OSS World
Speakers: Veenod Kurup, Vice President of Data and Product Services, Cox Communications
Rachel Staniland, Industry Segment Strategist for Retail Communications, Oracle
Jeff Auman, Sprint Prepaid Group Vice President of Sales, Boost Mobile

10 – 10:45 a.m.

New Directions in Service Fulfillment

Service fulfillment, traditionally an internally-focused process with internally focused systems, is being radically altered to support the "instant service" demands of consumers for the plethora of new, complex service offerings being offered by operators. Analysys Mason has been researching the many new directions that vendors and operators have taken as they move into this new world and has a global view of the new processes, technologies, and architectures that are being successfully deployed by operators. In this session, we will be reviewing the eight key new directions that are transforming the service fulfillment world, including breaking down the barriers between traditional OSS and BSS.

Speaker: Mark H Mortensen, Senior Analyst, Global Telecom Software, Analysys Mason


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