Vodafone Hungary wanted to improve customer satisfaction in their retail shops. They partnered with ONLINET and Cisco to install digital signage, customer feedback kiosks, and a queue management system across their shops. The new systems allow Vodafone to collect customer satisfaction data, display advertisements, and reward long-waiting customers with coffee or hot chocolate. ONLINET also provides consulting services to help Vodafone analyze the large amount of customer data collected and improve efficiency.
One we did last year for Telefónica. There were over 100 slides in this one but we've cut it down to show a smaller sample of slides. All confidential information has been removed.
this presentation includes a brief analysis of the evolution of television and the emerging role of IDTV in the advertising and interactive marketing..
One we did last year for Telefónica. There were over 100 slides in this one but we've cut it down to show a smaller sample of slides. All confidential information has been removed.
this presentation includes a brief analysis of the evolution of television and the emerging role of IDTV in the advertising and interactive marketing..
This report provides an independent and quantified view of what is happening in the industry on IMS (IP Multimedia Subsystem), through the presentation of results from an industry-wide survey that encompasses 137 interviews, 101 of them being operators. The report also includes operator and supplier case studies, presenting as factually as possible the current state of the art; without the hype and marketing spin that has frustrated many people on this topic. These two objectives are reflected in the two main sections of this report: market survey results and case studies which include Verizon, China Mobile, and Vodafone Spain.
Key Findings
IMS remains niche, with only 8% of those operators surveyed deploying IMS. Note, none of those operators have completed the conversion of their network, all considered it a 5-7 year process.
Another 12% are in an extended field trial, which is characterized by services being launched on the IMS core, with in some cases paying customers; but a decision has not yet been made to commit to service migration onto the IMS core.
IMS does not appear to be entering a period of rapid adoption, rather a linear growth in initial adoption over the next 5 years, with by 2014 about 32% of operators commencing an IMS deployment.
Regionally, NAR (North America Region) provides the bulk of the growth in years 2010 and 2011, while EMEA (Europe Middle East and Africa) and APAC (Asia Pacific) regions provide the bulk of growth in later years.
Lack of business case, lack of standards compliance and BOSS (Business and Operational Support System) integration were the top three barriers to adoption as identified by operators.
Target Audience
Mobile (CDMA and GSM), fixed, broadband and cable operators: providing an independent status report to cut through the marketing hype to aid in the definition of a realistic network evolution plan.
Network equipment providers: giving the market analysis necessary to determine where and when to make product investments, better meet operator requirements, better aid operators in their network evolution, and guidance on where to focus sales resources over the next 5 years.
Related network component suppliers, e.g. business and operational support system software suppliers, service broker / service middleware providers, SDP providers, customer premise equipment suppliers, mobile handset and software suppliers: providing the market analysis necessary to determine where and when to make product investments and where for focus sales resources.
Application developers: whether to invest in building IMS applications, and where to focus.
Investors: where the investment opportunities reside in the emerging IMS landscape.
Companies interviewed for this report include: AT&T, Belgacom, Bermuda Telecom, Bharti Airtel, BSkyB, BT, Cable One, Charter, City Telecom, Cox, Deutsche Telekom, Etisalat (and operating companies), Hong Kong CSL, Indosat, KPN (and operating companies), Kuwait Telecom, Maxis, Mobilcom, O2, Optus, Orange / France Telecom (and operating companies), Qtel, Rogers, SingTel, Sprint, Swisscom, T-Com, T-Mobile (and operating companies), Telecom Italia, Telecom New Zealand, Telefonica (and operating companies), Telenor (and operating companies), Telstra, Telus, Three (and operating companies), TWC, Verizon, Vodafone (and operating companies), 4dk, Alcatel Lucent, AppTrigger, Argela, Camiant, Cisco, Comneon, Comptel, Converged Network Systems, Dialogic, Ecrio, Espial, Genband, HP, hSeind, HTK, Huawei, IBM, Intellinet, jNetx, Motorola, NeuStar, Nokia Siemens Networks, Oracle, OpenCloud, Sigma Systems, Tekelec, Telcordia, TM Forum, Veraz, Wipro.
This report provides an independent and quantified view of what is happening in the industry on IMS (IP Multimedia Subsystem), through the presentation of results from an industry-wide survey that encompasses 137 interviews, 101 of them being operators. The report also includes operator and supplier case studies, presenting as factually as possible the current state of the art; without the hype and marketing spin that has frustrated many people on this topic. These two objectives are reflected in the two main sections of this report: market survey results and case studies which include Verizon, China Mobile, and Vodafone Spain.
Key Findings
IMS remains niche, with only 8% of those operators surveyed deploying IMS. Note, none of those operators have completed the conversion of their network, all considered it a 5-7 year process.
Another 12% are in an extended field trial, which is characterized by services being launched on the IMS core, with in some cases paying customers; but a decision has not yet been made to commit to service migration onto the IMS core.
IMS does not appear to be entering a period of rapid adoption, rather a linear growth in initial adoption over the next 5 years, with by 2014 about 32% of operators commencing an IMS deployment.
Regionally, NAR (North America Region) provides the bulk of the growth in years 2010 and 2011, while EMEA (Europe Middle East and Africa) and APAC (Asia Pacific) regions provide the bulk of growth in later years.
Lack of business case, lack of standards compliance and BOSS (Business and Operational Support System) integration were the top three barriers to adoption as identified by operators.
Target Audience
Mobile (CDMA and GSM), fixed, broadband and cable operators: providing an independent status report to cut through the marketing hype to aid in the definition of a realistic network evolution plan.
Network equipment providers: giving the market analysis necessary to determine where and when to make product investments, better meet operator requirements, better aid operators in their network evolution, and guidance on where to focus sales resources over the next 5 years.
Related network component suppliers, e.g. business and operational support system software suppliers, service broker / service middleware providers, SDP providers, customer premise equipment suppliers, mobile handset and software suppliers: providing the market analysis necessary to determine where and when to make product investments and where for focus sales resources.
Application developers: whether to invest in building IMS applications, and where to focus.
Investors: where the investment opportunities reside in the emerging IMS landscape.
Companies interviewed for this report include: AT&T, Belgacom, Bermuda Telecom, Bharti Airtel, BSkyB, BT, Cable One, Charter, City Telecom, Cox, Deutsche Telekom, Etisalat (and operating companies), Hong Kong CSL, Indosat, KPN (and operating companies), Kuwait Telecom, Maxis, Mobilcom, O2, Optus, Orange / France Telecom (and operating companies), Qtel, Rogers, SingTel, Sprint, Swisscom, T-Com, T-Mobile (and operating companies), Telecom Italia, Telecom New Zealand, Telefonica (and operating companies), Telenor (and operating companies), Telstra, Telus, Three (and operating companies), TWC, Verizon, Vodafone (and operating companies), 4dk, Alcatel Lucent, AppTrigger, Argela, Camiant, Cisco, Comneon, Comptel, Converged Network Systems, Dialogic, Ecrio, Espial, Genband, HP, hSeind, HTK, Huawei, IBM, Intellinet, jNetx, Motorola, NeuStar, Nokia Siemens Networks, Oracle, OpenCloud, Sigma Systems, Tekelec, Telcordia, TM Forum, Veraz, Wipro.
ANOVO adds value to the lifecycle of high-tech products – from their sale through to ownership and disposal.
We partner with operators, manufacturers and retailers to provide a full range of logistics, repair, extended warranty and regeneration solutions.
Delivering the m2m experience, leading the IoT pathwayTelefónica IoT
Delivering the m2m experience, leading the IoT pathway by Rosalía Simón – IoT End-to-End Solutions Director and Francisco Jariego – IoT Innovation Director
Omnichannel in the Era of Work From Home - eBook (Webinar)Integra CCS
Given the irruption of COVID-19, Contact Centers have been forced to abruptly change their work methodologies and face the challenge of having their agents working from home. What do they need to do to maintain -or even increase- their productivity levels?
This eBook is based on a Webinar organized by Integra regarding digital transformation and the presentation of some general guidelines for maintaining productivity during remote working. Also, it introduces the case of the success of the Uruguayan newspaper, El País.
1. TI001
N /
DoE 201
0
I :
TO NrFer N
O d
P C O
SE
CR
ET
WHY
ONL01
WILL INVITE
VODAFONE
HIS CUSTOMERS
FOR A COFFEE?
E S
F I L
Document type: CASE STUDY
Registered as: ONL/01-10
Date: 12-03-2010
2. www.onlinet.eu
VODAFONE:
in co-operation with:
THE FINE ART OF
CUSTOMER SERVICE
THE CHALLENGE
One of the secrets of VODAFONE
,
Hungary s success is the
excellent customer care
and service.
The retail
shops re- „Customer Services is the place“
presents an
important field in the says Ferenc Halász
interaction with the Marketing Director, Vodafone Hungary
customers. The short
waiting times and the
accurate service was „ We work hard to get and keep
always a major priority. our customers trust. In many cases
But VODAFONE has felt
that the good can be made the Customer Services is the place
better.
Among the sales reports it would be important to where we find out, if our efforts
know, what the customers think about the quality
of service. The waiting time spent in a useful way,
has reached it ,s purpose.
the exploration of cross-sales opportunities was an ONLINET does a lot,
important purpose too. Above all these, the leading
mobile service supplier had a firm idea, about a plus in order to reach them.“
that none of his competitors offer to it,s customers.
THE SOLUTION
The first installation of the combined ONLINET and CISCO solution was
in the VODAFONE retail shop, located in the Alle Mall
in Budapest. This will be followed by the
the whole VODAFONE owned shop chain.
As part of the solution, every
Facts
“ONLINET is a flexible
ONLINET ticket dispenser
with 17" touchscreen
installed in the
VODAFONE shops
since 2003, was
Figures &
partner“ replaced with a
modern 26"
Vodafone Group
touchscreen ticket Established: 1984 (subsidiary), 1991 (independent)
says Laszlo Gyorgy - CEO, CISCO Hungary dispenser model. Headquarter: Newbury, United Kingdom
The advantage of Global presence: 27 countries, 40 partner networks
these models is
“ ONLINET really understands that can display No. of customers: more than 300 million
new market needs , and commercials and No. of employees: more than 79,000
and menus in the
also realized that innovation same time . The Global revenue: 41.02 billion GBP (09/2008)
next part is the
S
can turn "simple" products Cisco DMP (digital
into an effective media player) with Vodafone Hungary
IT solution.“
I L E which the content on
the LCD screens pla-
ced in the window
display and customer
waiting area, can be
Established: 1999
No. of customers: more than 2 million
No. of mobile internet customers: almost 300k
No. of employees: almost 2000
F INFORMATION IN A TOUCH
uploaded and controlled
from a central location. Retail shops: 22 own shops, 200 dealer shops
Market share: 21.91% (05/2009)
2.
3. www.onlinet.eu
in co-operation with:
“WE GET SMILE(Y)“
It is not enough to have a feeling that your customers
are happy, this has to be a matter of fact.From now on,
every retail shop owned by VODAFONE, will measure and
record the customers „level of satisfaction“. This is
done by a desktop touchscreen kiosk and a special
application which runs on it. At the end of the admi-
nistration, each customer leaves his feedback by
selecting one of the three icons on the screen (happy,
indifferent and sad face). The selection of the customer
is recorded, together with the rest of data related to
him and later can be included and displayed in the
statistics.
Waiting for more than 8 min.?
Coffee or hot chocolate?
The VODAFONE retail shop, operating in the Alle Mall
in Budapest, treat his customers who has to wait more than
usual, with something unique. At the ticket dispenser termi-
nal after selecting a service, each customer can enter his
mobile number on the touchscreen. If someone has to wait
for more than 8 min., in a text message, will receive a code
on his phone, with which can have a coffee or a hot choco-
late from the vending machine, placed in the customer
waiting area.
CONSULTING
FOR INCREASED EFFICIENCY
The heart of the system is the ONLINET CDS
Monitoring and Statistics software. Using this
software we can collect a great amount of data
S
from the system which will help not only in
taking immediate actions, but also in planning
E
and developing a long-term strategy. ONLINET,
through the consulting services, will analyze the
L
data recorded by the Queue Management System,
I
in the 22 retail shops owned by VODAFONE, in
order to give strategically important advices.
FThe purpose of the consulting service is to make
the VODAFONE retail shops operation more
efficient.
INFORMATION IN A TOUCH 3.