Research Center

It’s no secret that the way businesses communicate with their customers can make or break the relationship. As we see a shift in customers’ communication preferences, it is paramount that businesses adapt to provide the experience and service levels that customers have come to expect.... More Info

In 1965, Birmingham Press and Mail opened the first-ever call center, made possible by the invention of the Automatic Call Distributor (ACD), which helps to better route calls. Since that time, we’ve seen telephony advancements like 1-800 numbers and IVRs—but perhaps nothing is changing this landscape more than the onset of conversational Artificial Intelligence (AI).... More Info

In today’s competitive landscape, customer centricity is at the forefront of successful and thriving businesses. Organizations around the world—regardless of size or industry—are embracing major shifts in business models, strategies and mindset in order to strengthen customers’ perceptions of their brand, better known as customer experience.... More Info

This month's telecom industry news included a bumper crop of research updates and ‘world-firsts’ released in advance of Mobile World Congress 2019. Reports on the pace of 5G rollouts, the strength of consumers’ desire for the technology, and key shifts in content consumption were among the headlines this month.... More Info

Telecom fraud is constantly evolving as fraudsters are finding new ways to commit fraud using your networks and whether it is subscription fraud, Wangiri, PBX hacking or International Revenue Share Fraud (IRSF), it can be difficult - even for experienced fraud managers - to guard against the latest attack methods. Whether you use customer care trouble tickets, fraud alert systems or review traffic reports and profitability margins, complementing your existing fraud strategy with proven tools should allow you to proactively identify and block calls to high-risk, unallocated numbers, treat specific mobile number ranges with caution, maintain target and exception lists for special numbers in ultra-high risk countries and view, maniputlate and export range holder data.... More Info