Communications Resource Center
Utilizing CEM to Deliver End-to-End Customer Experience
Join Heavy Reading Sr. Analyst Ari Banerjee and Progress Software’s Industry Vice President Sanjay Kumar for an on-demand webinar discussing the pivotal role that CEM plays in telecom and how foundations of CEM will depend upon principles of Total Quality Management (TQM) as it relates to end-to-end customer experience and its ability to understand and manage transactions in real time. Learn how you can transform your business by emphasizing customer experience from a holistic perspective.
Addressing Challenges in Communication & Media using BPM
Controlling costs and resources is just the tip of the problems facing communications companies in an ever-tightening financial and regulatory environment. This webinar focuses on the benefits you can immediately derive from taking a process-centric approach with BPMS. Learn about the advantages of deploying a BPMS solution framework versus build-from-scratch approach, and about state-of-the-art BPMS-based communication industry solutions such as Order Management and Trouble Ticketing. (Hosted by bpminstitute.org)
Improving Assurance at Multiple Levels: Event Processing to Manage Customer, Service and Network Assurance
In association with the TM Forum.
In these challenging times, organizations are looking for new revenue streams and ways to drive out unnecessary costs whilst delivering a superior customer experience. Event Processing allows you to know the state, performance and quality of service in real-time and thereby react to opportunities or threats fast enough to make a difference.
Responding to Business Events as they Happen
How clear is your insight into the applications, services and business events that affect your customers' experience? If your company is like 67% of those surveyed, then your customers are experiencing service problems before you know anything about them. Replay a 30-minute webinar to get the insight you need to achieve operational responsiveness so that you can respond to business events in real time.
The Missing Link in Delivering First-Class Location-Based Services
Location-based services are not the future – the technology, infrastructure and business practices are readily available. Attend this Webinar to learn how event processing can help you to manage the complexity of location-based service events across multiple sources.
Don't Get Left Out in the Cloud: Strategies to Help CSPs Monetize Cloud-based Services
Replay webinar hosted by TM Forum and Progress Software. Gain valuable insight from industry experts Martin Creaner, President & CEO, TM Forum, and John Wilmes, Co-chair of the TM Forum Business Process & Information Framework programs. Learn how you can capitalize on the cloud opportunity with the right technology and standards. Find out how you can claim your share of the market that will exceed $89 billion by 2015!
Nuturing Your Customers
In this Pipeline article, Sanjay Kumar, industry vice president, Communications & Media at Progress explores how to leverage collective customer intelligence to both remove negative touchpoints and create uniquely positive experiences to move your organization ahead of the competition.
Preparing for the Future in Telecommunications: Top Ten Areas of Focus
In this article, Sanjay Kumar reveals the key areas that will drive more value from the customer relationship so you can maintain profitability and grow the business.
Location: The Next Big Thing
Discover why communication service providers (CSPs) are turning to location-based services as a tool for customer retention and revenue growth in this article, originally published in Pipeline. Also in this article, Sanjay Kumar and Dr. John Bates give examples of how CSPs are using our Situation-Based Promotion Solution accelerator to automatically sense the right time to send the best promotions based on criteria such as customer lifestyle, usage patterns, social networking preferences and location.
The Real-time Revolution
In this article, Dr. Giles Nelson of Progress explores how providers can respond quickly to subscriber activity to enhance the user experience.
IT Impact on Telecommunications Order Fallout
Did you know that 61 telcos worldwide reported a loss of up to 10% of revenue due to order fallout? This report by Vanson Bourne, an independent research firm, examines the scope and nature of the order fallout problem. Business transaction assurance—making sure orders process successfully—may seem simple but it isn't. Learn about the challenges that communications experts face and why current monitoring and management systems can’t do the job.
 
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The Challenges Facing Communications Service ProvidersWatch Sanjay Kumar, industry vice president of communications and media at Progress and Sarah Wallace, analyst from Heavy Reading talk about the key challenges CSPs face, including the demand for a superior end-to end customer experience, increasing technology capabilities and working within an existing BSS/OSS infrastructure. |
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What's behind the integration of eTom and iTIL?Why all the interest about the convergence of eTOM and ITIL? And what is driving this movement? Watch John Wilmes, chief technical architect, communications at Progress and Sarah Wallace, analyst from Heavy Reading discuss the implications of this integration on communication service providers (CSPs). Find out how Progress can help business users extract information and gain greater visibility. |
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KVH Delivers Bundled Services Faster with Progress RPMFor Japanese IT services and telecommunications provider KVH, time to market is critical. See how Progress® Responsive Process Management (RPM) transformed KVH from siloed business units into an integrated system that provided the operational agility needed to deliver bundled services faster. With Progress RPM, KVH achieved faster business process improvement without requiring a rip and replace of legacy systems, and now enjoys real-time visibility across its operations. |
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Progress Control Tower for CommunicationsSee the Progress Control Tower™ in action. This demo shows how communications & media executives can create a custom, dynamic workspace that shows how services are being delivered to customers. What results is unprecedented business responsiveness – decision makers get end-to-end real-time visibility across all order management systems, the ability to track orders, identify order fulfillment and order fallout and spot (and resolve) potential problems across the customer lifecycle. |
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Sanjay Kumar Discusses Communication Industry Challenges at TM ForumSanjay Kumar, Industry VP, Communications & Media at Progress, views the excitement in the air at the TM Forum as a reflection of the excitement within the communications industry. The industry focus is shifting due to increased competition and changes in technology. CSPs are looking for new ways to retain and grow their customer base and enhance the customer experience. Progress enables CSPs to have a holistic view into this new level of change; for example: order fullfillment and the ability to manage the end-to-end visibility. |
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Sanjay Kumar at the 2011 Progress Revolution conferenceSanjay Kumar, Industry VP, Communications and Media discusses Progress solutions for the communications vertical at the 2011 Progress Revolution conference in Boston, MA. The sessions highlighted ways to improve the end-to-end customer experience and featured a customer panel. The panel included BT (British Telecom) sharing how their business was transformed by Progress. Turkcell discussed real time situation-based promotions and location based marketing offers, and KVH and Bell Aliant were featured customers as well. |
Responsive Process Management for the Communications Industry
Discover how Progress® Responsive Process Management (RPM) enables
communications service providers to realize operational responsiveness with solutions for B/OSS and order fallout and order management stabilization.
Progress RPM™ Situation-based Promotions Solution Accelerator
Learn about the first Situation-Based Promotion Solution Accelerator that enables Communication Service Providers (CSPs) to deliver and manage targeted, location-enabled advertising and personalized promotions in real-time.
Actional Enterprise Data Sheet
Learn how Actional Enterprise manages interconnected applications from development through application support to achieve business transaction assurance and optimize business outcomes.
BPM in Telecommunications
As the lines between CSPs and their offerings blur, consumers can more easily switch providers to the one that offers the most comprehensive offering at the best price. Read a solution brief that details how BPM will enable you to deliver new services faster and improve customer retention.
Operational Responsiveness in Telecommunications
Use Apama to process and analyze event-stream data across multiple sources to take immediate action on threats or opportunities. You will dramatically enhance service delivery, customer assurance and drive new revenue.
Progress OSS/BSS Integration Using the SID
Learn how you can use standards-based, best practices through the TM Forum Information Framework (the SID) to provide scalable, maintainable data interoperability across the OSS/BSS integration lifecycle.
Savvion Communications Order Management
This data sheet details how Savvion can provide CSPs with end-to-end visibility to their customer’s service provisioning and fulfillment orders.
Turkcell |
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3 Italia |
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Alcatel Lucent |
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Communication Service Provider |
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Global Village Telecoms |
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Leading Service Provider in Africa |
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One.Tel |
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Orange UK |
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Portugal Telecom Inovação |
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T-Mobile |
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