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| Thu 11 Mar 2010 | Cisco | Cisco And Real Business Crown 2010's Customer Kings |
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| Recent article from Europe II 2009 | ||
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Article no.: | 11 |
| Topic: | Mobile service intelligence | |
| Author: | Mark Quinlivan | |
| Title: | CEO | |
| Organisation: | Carrier IQ | |
| PDF size: | 160 KB | |
| About author: | ||
| Mark Quinlivan is the CEO of Carrier IQ; he has over 23 years of domestic and international management experience. Most recently, Mr Quinlivan was the COO of edocs, acquired in 2005 by Siebel Systems. Before edocs, Mr Quinlivan held senior positions at Lucent Technologies including as SVP of Worldwide Consulting and Integration. Prior to Lucent, Mr Quinlivan held senior management positions at Ascend Communications and Stratus Computer. Mark Quinlivan earned an undergraduate degree in Management and a Masters degree in Computer Science from WPI, and completed the PMD program at the Harvard University School of Business. |
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| Article abstract: | ||
| Today’s complex service environment is hard to control without adequate data. Most of the traditional ways of measuring network services are based upon the use of network measurements that quite often do not give an accurate picture of the end user’s experience. This is particularly true for data-based services. Mobile Service Intelligence uses information from today’s highly sophisticated handsets, while in normal use, to monitor true customer experience both to assess service quality and, importantly, to predict future revenue opportunities. | ||
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| Free article from Asia-Pacific III 2007 | ||
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Article no.: | 15 |
| Author: | Prashant Jhawar | |
| Title: | Chairman & CEO | |
| Organisation: | Ushacomm India Pvt. Ltd. | |
| Topic: | Intelligent Web-based customer care | |
| PDF size: | 308 KB | |
| About author | ||
| Customer service is a sensitive issue. The speed and efficiency with which a customer’s specific needs are dealt with can make or break a company’s reputation. The customer care call centres are costly, 24/7 operations; they deal with people from around the globe who speak many languages. To minimise costs, speed response and facilitate coordination with the back-office systems and staff that must deal with the problems, companies are investing in wholly computerised or hybrid human/IT customer care systems. | ||
| Article abstract | ||
| Customer service is a sensitive issue. The speed and efficiency with which a customer’s specific needs are dealt with can make or break a company’s reputation. The customer care call centres are costly, 24/7 operations; they deal with people from around the globe who speak many languages. To minimise costs, speed response and facilitate coordination with the back-office systems and staff that must deal with the problems, companies are investing in wholly computerised or hybrid human/IT customer care systems. | ||
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