Some 75 percent of service providers surveyed are looking to advanced services to increase data usage and realize additional sources of revenue from smartphone customers. But the research shows that over two thirds of customers do not use advanced services, due to lack of awareness or understanding.
Wednesday, February 16, 2011
Smartphones Increasing Call Center Volumes
More than 60 percent of 55 service providers polled by Heavy Reading believe that the volume of smartphone-related support calls has increased 10 percent to more than 25 percent over the last two years. The same percentage believe the average cost of supporting smartphones is anywhere from 10 to 50 percent above that of standard feature phones, due in part to longer call-handling times. Additionally, more than half of the incoming calls are not resolved by the initial call center representative who handles the call - further driving up costs.
Some 75 percent of service providers surveyed are looking to advanced services to increase data usage and realize additional sources of revenue from smartphone customers. But the research shows that over two thirds of customers do not use advanced services, due to lack of awareness or understanding.
Some 75 percent of service providers surveyed are looking to advanced services to increase data usage and realize additional sources of revenue from smartphone customers. But the research shows that over two thirds of customers do not use advanced services, due to lack of awareness or understanding.
Gary Kim has been a digital infra analyst and journalist for more than 30 years, covering the business impact of technology, pre- and post-internet. He sees a similar evolution coming with AI. General-purpose technologies do not come along very often, but when they do, they change life, economies and industries.
FCC Chairman Says Net Neutrality Rules Don't Cover Comcast-Level 3 Dispute
Federal Communications Commission Chairman Julius Genachowski said the agency's net neutrality rules don't cover interconnection disputes such as the current dispute between Comcast Corp. and Level 3 Communications.
He called the Comcast-Level 3 issue a private business dispute and said he hoped the two companies could work out their differences.
He called the Comcast-Level 3 issue a private business dispute and said he hoped the two companies could work out their differences.
Long-time observers of the interconnection business and framework will not be surprised by those views. Carrier interconnection is about the business relationship between network owners, not end user services.
WSJ: FCC Chairman: Net Neutrality Rules Don't Cover Comcast-Level 3 Dispute - WSJ.com (subscription required)
Gary Kim has been a digital infra analyst and journalist for more than 30 years, covering the business impact of technology, pre- and post-internet. He sees a similar evolution coming with AI. General-purpose technologies do not come along very often, but when they do, they change life, economies and industries.
Google One Pass Enables Content Micropayments
Google One Pass is a payment system that enables publishers to charge consumers for articles and other content. It offers purchase-once, view-anywhere functionality, so users can view the content they buy across all of their devices.
Google One Pass supports subscriptions, day passes, metered access, pay-per-article and multi-issue packages.
Gary Kim has been a digital infra analyst and journalist for more than 30 years, covering the business impact of technology, pre- and post-internet. He sees a similar evolution coming with AI. General-purpose technologies do not come along very often, but when they do, they change life, economies and industries.
RIM, Telefonica to Support Carrier Billing for BlackBerry App World
Research In Motion and Telefonica are working together to introduce "BlackBerry App World" with integrated carrier billing, on a global basis.
Carrier billing will allow Telefonica customers to purchase apps from BlackBerry App World and charge the purchases directly to their monthly bill. Customers will also be offered the flexibility of charging in-app purchases to their carrier bill which allows for the purchase of digital goods to be made without interrupting their application experience.
Carrier billing will allow Telefonica customers to purchase apps from BlackBerry App World and charge the purchases directly to their monthly bill. Customers will also be offered the flexibility of charging in-app purchases to their carrier bill which allows for the purchase of digital goods to be made without interrupting their application experience.
Gary Kim has been a digital infra analyst and journalist for more than 30 years, covering the business impact of technology, pre- and post-internet. He sees a similar evolution coming with AI. General-purpose technologies do not come along very often, but when they do, they change life, economies and industries.
YouTube The Next Netflix?
Google believes that YouTube’s future is to market premium content and streaming services to its hundreds of millions of users. Google has figured out that advertising-supported content cannot make YouTube profitable. It needs another revenue source, and subscriptions for premium content access are the likely and logical choice.
Gary Kim has been a digital infra analyst and journalist for more than 30 years, covering the business impact of technology, pre- and post-internet. He sees a similar evolution coming with AI. General-purpose technologies do not come along very often, but when they do, they change life, economies and industries.
Eric Schmidt: Ice Cream Will Finally Merge Android Gingerbread and Honeycomb
Today, Android smartphones run one operating system, while some tablets run a different version known as Honeycomb. If you wonder whether a common version is coming, you would likely be correct, allowing Android to build a more-integrated ecosystem that could have Android smartphones and tablets working together, sharing applications more elegantly and possibly, in some implementations, raising new issues about the "one device" a user finds most useful to carry around.
"We have OS called gingerbread for phones, we have an OS being previewed now for tablets called Honeycomb," notes Google CEO Eric Schmidt. "The two of them, you can imagine the follow up will start with an I, be named after dessert, and will combine these two.”
Gary Kim has been a digital infra analyst and journalist for more than 30 years, covering the business impact of technology, pre- and post-internet. He sees a similar evolution coming with AI. General-purpose technologies do not come along very often, but when they do, they change life, economies and industries.
RIM Playbook Tablet
Research in Motion goes with a seven-inch form factor for Playbook tablet.
Gary Kim has been a digital infra analyst and journalist for more than 30 years, covering the business impact of technology, pre- and post-internet. He sees a similar evolution coming with AI. General-purpose technologies do not come along very often, but when they do, they change life, economies and industries.
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