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November 2011 / Past Issues
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Bridging the Customer Experience Divide Between Service and Content Providers

Recent events had me thinking about the importance of third-parties to the communication service providers, and their opportunity for fulfilling expectations of customers around the world.  In an era where service providers may have at times seen third-party content or over-the-top-players (OTT) as competitors to the customer experience, it may now be time to consider how communication service providers and third-parties can share the stage in order to secure customer loyalty and deliver a customer experience that is second to none – even when the unthinkable happens.

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Customer Conversation: How DST Group Transformed Its Billing Systems to Drive New Revenues

We recently had the opportunity to sit with the CEO of DST Group, Idris T Vasi, and talk to him about the drivers and objectives behind DST’s converged billing transformation project.

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Realization of Billing as a Service - Redknee Billing in the Cloud

In today’s economy, communications service providers, in their never ending search for ways to reduce costs and streamline operations, are looking to the cloud to help manage some of their most critical back office requirements. 

Even retail CSP billing systems, which have traditionally been made up of large and complex suites of services that require costly upkeep and a team of specialists to maintain, are now moving to  a more nimble and cost effective route of a cloud offering.  CSPs are looking at different options of leveraging cloud billing to fulfill their business needs. These include: Billing as a Service (BaaS), Managed Services and Private cloud-based billing solutions.

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The New CRM

For service providers today, Customer Relationship Management (CRM) is a combination of business policies, processes, and customer-facing strategies developed to improve customer relationships, increase revenue, and gather and analyze valuable customer data that can be leveraged across the organization. However in the past, CRM solutions did not bring together all the data related to customers, services, and the network.

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Redknee Events Around the World

The last quarter of 2011 is a busy time at Redknee as we appear across the globe at several different events. If you would like to schedule a meeting, please email us at

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Data and figures used here have been provided by various sources. Third-party figures and data have not been independently verified and may vary based on assumptions, methods of calculation and source data. Many factors contribute to results and performance. Redknee does not guarantee comparable results elsewhere.

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Please join us at these upcoming events:

TM Forum Management World Americas
November 8, 2011
Orlando, Florida USA

MVNO Industry Summit
November 8, 2011
Dallas, Texas USA

AfricaCom 2011
November 9, 2011
Cape Town, South Africa

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