The Livewire blog creates the forum for Infosys, Communication Service Providers and Media and Entertainment Companies to discuss and share insights on the key industry challenges, opportunities, trends and solutions.

April 7, 2014

CLICK - My Selfie, My Groupie

 Selfie - Self-shot Photograph or Self-Portrait Photograph was termed the 'Word of the year 2013' by Oxford dictionary.  Selfie initially became popular amongst the youngsters of age group - 18 to 35 and now have become a fad amongst all age groups.  The joke used to be that a tech trend goes out of style once you see your grandparents use it. But the joke itself is becoming out of style as older end users are adopting technology pretty faster these days.

Youth of today are greatly inspired with the consciousness about - what their friends think about them, how they are perceived and accepted is quiet often related to the place they visit, the clothes they wear, the fashion quotient of the day, and overall personality.  Ability to take their own pictures without someone else shooting it gives the users more privacy, confidence to experiment, decide their way to express and choice to share selectively. The Selfies capture all these traits which they can boast in the social media.

Continue reading "CLICK - My Selfie, My Groupie" »

March 23, 2014

Are you among the one missing an opportunity to deliver superior customer experience and reduce your cost of care


 

Last week - I had a poor experience in dealing with customer service channels of a leading retailer. I did not receive my new store credit card because they missed to capture complete address.  I realized it once I received the e-Bill  & got worried about the physical card. Their customer service channels lacked collaboration & were plagued with inefficiencies.  It seemed they are yet to catch up with some of the interesting technologies and seamless integration of IT systems.  Here is how my interaction went about in correcting address and requesting a physical card:

 

  1. I tried to get  card status (i.e. Shipped/returned/active) through their website.  I was not allowed to register because I could not provide details from the physical card.  Having spent 15 minutes already I gave up & made a stress call to their customer care helpline. 
  2. IVR authentication successful, struggled through options without help, finally zeroed out to agent
  1. Front-line CSR Re-authentication successful.  Discussed the reason of my call. They are unable to serve and transferred to back-end dispatch team.
  1. Dispatch teams Re-authentication successful.  They asked me to repeat the reason of my call.  Confirmation received that card was returned. When  requested to correct address and resend the card they  failed to serve and transferred to "Security Team" now.
  1. Fourth time in a row it's the security team Re-Authenticated & asked reason for call.

 

Finally after an ordeal of its sort of about 40 minutes I managed to get it closed. In my view they should consider revisiting their front line systems with from following perspectives:

  • Ensure data integrity at POS
  • Smart back-end systems to enable proactive contact with customer in case of errors and omissions.
  • Single point authentication
  • Intelligently arrive the context of the call through a 360 degree scan of caller profile.
    (i.e. IVR could automatically figure out that my address on their file is incomplete & the card was returned)
  • Enable front-line to have access to all the systems, preferably integrated in a unified dashboard
  • Minimize hand-offs unless it's utmost necessary of any legal or security reasons.  Ensure hand-offs, if any are soft with context passing

 

I see this as a missed opportunity to provide better customer experience & reduce cost of care.   How about you? 

March 6, 2014

E-Billing versus E-Invoicing

Sometimes E-Billing / E-Invoicing are used invariably for each other, but ideally E-Billing refers to Electronics Bills catering to Business-to-Customers (B2C) Segment whereas E-Invoicing is used for Business-to-Business (B2B) or Business-to-Government (B2G/G2B) segments. In this article we are referring to Post Paid Customers and not the pre-paid ones.

Continue reading "E-Billing versus E-Invoicing" »

February 21, 2014

Simplified Mobile Micro payment - Direct Carrier Billing

Recently I read an article about a leading European Communication Service Provider (CSP) adding -'direct carrier billing' or 'charge direct to mobile operator 'as mobile payment option for the app store purchases and I thought how convenient!!!
Direct Carrier Billing provides the consumers with an option to incorporate the expenses of their app store purchases into their mobile phone bills rather than pay separately using a credit or debit card.

Continue reading "Simplified Mobile Micro payment - Direct Carrier Billing " »

February 13, 2014

Is Mobile Phone a Basic Need or Luxury - What is in it for a Software Analyst, Designer or an Architect?

In the early years of 2000 mobile phone was seen as a luxury statement in developing countries. It was used for hardly making calls and sending SMS that too with a heavy usage and rental charges associated. In the later years of this decade mobile devices have turned out to be a necessity, more like a quintessential gadget. Imagine a day when you forget your mobile device back home! Here are some scenarios you will have to encounter...

  • Contacts: Since your mobile was your dear fried you have never bothered of remembering the phone numbers of your near and dear ones. So  you are going to need a good time to call back and convince all of the people who tried to reach you.
  • Banking: You can't even add a new payee in your account without a confirmation number (OTP - One time password) that reaches your mobile. (ICICI customers would know this better)
  • Tasks / Calendar: You will be losing some important Tasks or meetings because you do not remember the schedule and you depend on your mobile to remind you.

Continue reading "Is Mobile Phone a Basic Need or Luxury - What is in it for a Software Analyst, Designer or an Architect?" »

January 22, 2014

Working Collaboratively

The world is moving into the age of Wikinomics and this means that tomorrow's world is all about mashups - which means collaborative working and not the Silo. Certain regulatory regimes in certain geographies are still following 20th century ideology that got unduly delayed and has now taken its rebirth; unfortunately, in the 21st Century when in-fact regulators around the world should be thinking along the 'mass collaboration' line and not going the silo way.
 
We firmly believe in 21 century motto should be 'Creating a futuristic collaborative communications world' and 'what not' environment for all consumers. A few regulatory dictates are just in direct conflict with the remit of what Collaboration is all about.  20th Century Separation ideologies versus 21st century Collaboration imperatives.

Continue reading "Working Collaboratively" »

December 26, 2013

Consumption Plans in Pre-Paid Energy

Just a few days back, I was reading a news on the introduction of pre-paid electricity meters in a certain region in India. Though it is not a new concept but not so widely operational as well. Today, with new generation smart meters, it is very much possible and convenient for electricity suppliers to get customers' electricity consumption every 15 minutes. It will not only help the suppliers with better analysis and forecast of the usage but will also lead to better planning.

Continue reading "Consumption Plans in Pre-Paid Energy" »

December 23, 2013

Sustainable Tomorrow

 For today's businesses to be sustainable tomorrow, today's enterprise not only should be economically viable, but also environmentally, socially and culturally viable.

But WHY?
Isn't it Businesses will sustain if the economy of tomorrow is stable?  Today's businesses are already the economic epicenters!
For economy to stay stable? What does it need?
-- It needs peaceful, happy and harmony societies. For this to happen the stability of human race is directly linked to stability of our ecosystem preservation and sustainability of our environment

So businesses should be economically, socially, environmentally and culturally responsible in order to be able to sustain. While these expectations have existed even earlier... what has changed today?!

Continue reading "Sustainable Tomorrow" »

October 21, 2013

Monthly Fixed Payment Plan

In certain saturated telecommunication markets, operators have started offering innovative payment options to retain the customers and ease the burden on loyal customers. Operators are offering a Monthly Fixed Payment Plan (MFPP) as an alternate to whole bill payment. The plan enables customers to pay pre-decided fixed amount just like an installment basis with no interest charged.
This plan combines the attributes of a deferred payment and a pre-payment program.

Continue reading "Monthly Fixed Payment Plan" »

October 9, 2013

The CLOUD and TELECOM are civilising IT world

The civilisation is a social ecosystem where relationship complexity, community security and resource sharing continuously improve. Similarly, the cloud is a technology ecosystem which manages technology complexity, data security and IT services (Please refer footnote) sharing. To explain it further, let me draw an analogy between evolution of drinking water and technology service ecosystems.

Continue reading "The CLOUD and TELECOM are civilising IT world" »