STL Partners - business model innovation in the TMT sector

Executive Briefings
Telco 2.0™ Customer Care 2.0: How Telecoms can re-engineer Customer Service again

Telco 2.0™ Executive Briefing Subscription Service

Overview

Traditional voice applications have revolutionised various industry value chains over the years. Now, new IP based voice and messaging applications provide the opportunity for a new wave of quiet revolution in the way that great customer service and logistics in particular can be delivered.

This practice will focus on how to reduce friction in consumer-to-merchant, merchant-to-consumer and consumer-government interactions by using new Telco 2.0™ style communications solutions. It examines how the call centre of the future will evolve and new ways in which voice and messaging services can be built into industry value chains to improve service and reduce costs via "Communications Enabled Business Processes."

For further information please email contact@telco2.net

Context

The groundbreaking Telco 2.0™ research The 2-Sided Telecoms Market Opportunity - "Sizing the new $125Bn platform services opportunity" revealed a huge new potential market opportunity through the application of two-sided business models / platform based business models to telecoms market opportunities related to Customer Care.

The "The Two-Sided Telecoms Market Opportunity" report
identified 7 leading Market Applications

Telco 2.0™ Customer Care 2.0 Research Practice

However, the report also showed that realising these new potential revenues is non-trivial and requires a truly strategic approach by Telco’s and call-centre service providers.

Key Questions Answered

  • "What are the main market opportunities in Customer Care"
  • "What are the strategies and approaches required to address these opportunities?"

Benefits

  • A comprehensive external strategic perspective of the enterprise Telco 2.0™ Voice & Messaging 2.0 applications.
  • New Communications-Enabled Business Processes (CEBP) - what does this mean and where are the opportunities?
  • How new technology: user interfaces and Click-to-Call impact on the business model.
  • 'Freephone 2.0': how to optimise Call Centre interactions.

Customer Care 2.0 Practice Executive Briefings

Telco 2.0™ Executive Briefings are c.30 page in-depth analyses on key topics:

  • Contact Centre Issues (Feb 2009)
  • Contact Centre - Telco 2.0 Propositions (Apr 2009)
  • Case Studies - Case Study / Use Cases (Apr 2009)
  • Communications Enabled Business Processes (May 2009)
  • Implementing Telco 2.0 Propositions (Jun 2009)

Telco 2.0™ Executive Briefing Subscription Service

Briefings are available individually, in packages, or as part of the overall Telco 2.0™ Executive Briefing Subscription Service.

We also offer packages including the briefings and one or more of any of the 150+ page strategy reports giving access to the full breadth and depth of Telco 2.0™ strategy research.

For further information please email contact@telco2.net