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Webinar now available to view: Next Generation Customer Service Powered by CEM

Leverage Real-Time Device, Service, Experience, and Network Analytics to Transform your Customer Service Strategy

The past year has seen the intersection between Customer Experience Management, customer service and real-time analytics. However, this has not yet resulted in dramatic improvements in customer service – most CEM initiatives are siloed and have not yet reached the device level.

In addition, a vast quantity of network and service management data continues to be under-utilised. This webinar will discuss:

• How to drive down customer support costs by leveraging experience analytics captured on the device.

• How to empower better CEM through an integrated dashboard with a unified view into network, service and device status, service usage data, location information and vendor statistics.

Speaker: Tom Lybarger, Assistant Vice President, Aricent

Tom Lybarger has over 25 years experience in delivering advanced OSS and BSS solutions with a focus on evolving technologies, services, and their impact on processes and operations environments. Tom works with Communications Service Providers around the world to define efficient and effective operations environments beginning with organisations and processes; extending to innovative solutions to improve efficiency and automation while also improving customer satisfaction. His experience began with careers at AT&T and Lucent Technologies, specializing in Service Assurance and Fulfillment applications and solutions, and has considerable knowledge of BSS as well.  Most recently he has focused on the challenges and problems facing service providers attempting to improve revenues and customer loyalty through managing service quality and customer experience.

Host: Keith Dyer, Editor, Mobile Europe

Original Date: 4pm BST, Tuesday 12 June, 2012.

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Vodafone offers European roaming at home rates (plus £3 per day extra)

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Travel in Europe, pay UK rates – for £3 per day

With the EC's Digital Agenda proposing that by 2015 operators should offer roaming services within the EU at no premium to home market rates, operators are being forced to reimagine their roaming offerings.

Vodafone UK has been ahead of the game for a while, for instance with its DataTraveller product, and now it has taken a further step by offering customers access to their home tariff plans whilst they are travelling in Vodafone's dedicated Eurozone countries.

For £3 a day, Vodafone UK customers travelling in Europe will be able to make calls, send texts and use the mobile internet from within their UK tariff plans. Of course, this isn't quite the "no premium" of the Digital Agenda – but it limits the additional downside for users to £3 per day, given they stay within their existing plans and limits.

Vodafone said three 10 minutes calls and 10 text messages back to the UK, plus the use of 5MB of mobile internet would have cost users over £17.00 on previous standard roaming prices (although it would have been less if the user was a Passport of DataTraveller user.)

It seems a sensible approach, and one that could offer users peace of mind. The service is opt-in only, and is onljy triggered once a user starts using their phone. Incoming calls and texts are free.

More on Vodafone EuroTraveller here.

Share and share not alike?

There’s no doubt what the big mobile networks story of the week is – the news that Vodafone and Telefonica will work on active network sharing for their 2G, 3G and LTE networks. They will be rolling out a shared network grid, with shared radio access elements and shared backhaul. This deepens their network sharing activities fairly steeply from their current Cornerstone partnership, which was a common venture acquiring sites and passive equipment (masts, power etc) for Vodafone and Telefonica’s joint use.

The deal will step up the number of co-owned sites from 4,000 to 18,500. Incidentally, that’s almost the exact number of sites Everything Everywhere has settled on in its network integration. The difference is that EE brought that down from a legacy 28,000 T-Mobile/Orange sites, whereas Vodafone and Telefonica said that they would only be consolidating around 10% of their total sites to reach that combine 18,500 figure. (The difference between 900MHz and 1800MHz spectrum, perhaps?)

The sites will not be co-managed, though, as Telefonica will take responsibility for half the network, and Vodafone the other half, with the split being made on a geographic basis. The company CEOs confirmed that each operator will run its own area independently, commissioning its own RFQs and procurement processes and so on. The companies portrayed this as one grid, supporting two networks. It looks to me more like two contiguous networks being managed virtually as one. Not that it makes a great deal of difference to users, although it will make a difference to the antenna, base station and backhaul suppliers answering the tenders.

The operators said that the sharing deal is not just about consolidation and cost reduction, but about being able to use their combined strength to extend coverage in a way that would not have been economical to do so acting alone. They said that they would be able to achieve 98% indoor coverage by 2015, ahead of Ofcom’s requirement that one 800MHz licence should come with mandatory coverage of 98% by 2017.

Having invoked the LTE auction, though, the operators were keen not to actually step any further – lest they gave the impression that there was any commercial collusion going on.

But naturally the questions were asked – what does this mean in terms of LTE entry, and the auction process, with the two operators’ interests seemingly closely aligned? The operators insisted that the only thing specifically relevant to LTE is that is introduction provided the natural point for a RAN refresh. It was that RAN refresh, and specifically the move to multiRAN base stations, that opened up the path for deeper network sharing.

The other question is – where does this leave Three? EE wants sub 1GHz spectrum. Three is pretty much guaranteed to have some, unless something changes in Ofcom’s thinking between now and July. Telefonica and Vodafone’s Grid is clearly targeted at 800MHz LTE, sitting closely to its 900MHz coverage. So EE will be faced with a dilemma – bid competively for 800MHz or do a trade with Three. As for Three, will it be able to roll out a separate, third LTE network at 800MHz and some 2.6GHz, and potentially some 1800MHz specrtum, and be competitive in the face of the enhanced economies of scale Vodaone and Telefonica and EE are leveraging? Ofcom is committed to four national wholesale LTE providers, don’t forget. Would a shared Voda-Telef grid pass muster as two wholesale networks?

Aside from such hypotheticals, there were other voices urging caution, based on past experiences of good sharing intentions waning in the face of commercial and cultural reality. One such came from Bengt Nordström, CEO, Northstream, who said that although this is a smart move, such a deal has proved very challenging for other operators.

“This is a reflection of the economic realities that operators face in building and evolving their networks. The industry needs consolidation, and this is another move in that direction.
 
“And it’s a smart move. Sites are expensive, and that’s clearly at the core of this arrangement. What’s really unclear from the announcement is the intentions for the RAN – will they be sharing basestations? This is one of the important cost items in equipment so sharing can mean big savings.
 
“But I have concerns about the operators’ appreciation of how challenging this is over the long term.
 
“A joint venture of this kind requires complete alignment of strategy – including coverage, capacity and services. And that alignment has to last through many leadership teams. A ten or 20 year perspective must be taken – can Telefonica and Vodafone be confident that they will manage to remain aligned over such a period of time when the rate of change in telecom is faster than ever?
 
“In Sweden, Telia and Tele2 undertook a network sharing programme over ten years ago. They were aligned at the start, but as strategies and priorities diverged – even slightly – the value of the joint venture was reduced. Now, that network sharing programme provides basic maintenance service for the two groups, but it isn’t the strategic advantage that it could have been.
 
“Telefonica and Vodafone must be wary of the long term challenge presented by such an interdependent relationship.”

Nordstrom’s mistrust of situation was given another echo by Neil Coleman, Director of Marketing at Actix. Unsurprisingly, as a supplier of monitoring solutions, Coleman was urging the use of monitoring. But the issues of trust and transparency across the network are clearly relevant, whether you assure that trust with Actix products or not.

“What is key for this agreement to work is for both operators to establish a strong trust through a transparent, unambiguous view of network performance and customer experience – helping them make effective joint decisions. We’ve seen many sharing, outsourcing relationships run into problems due a lack of transparency and trust between the parties involved so those working on the shared sites will need to get out of the mentality of viewing each other as the competition.

"This can and should be good news for subscribers on both networks, but it needs to be carefully managed to ensure no customer impacting service disruption takes place during the transition. In similar 'live network' projects, we've seen drops in network performance lasting over two weeks – if your customers notice this then you're in trouble. Both Vodafone and O2 will need to constantly monitor their networks, understanding not just how the infrastructure is performing, but how this is impacting their key customers and any resulting impact on the business."

The news is a sign, above all, that operators can no longer countenance the sort of network economics that they are stuck with on 3G. After all, it was only two weeks ago that we were reporting Orange Spain's call for increase LTE network sharing. The issue is, if you are not part of the sharing deal, and you have a regulator who is determined to add a third or fourth player (Free Mobile, Three UK), then what market mechanisms will be required to introduce a level playing field?

Keith Dyer
Editor
Mobile Europe

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Citrix buys Bytemobile

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Data optimisation + Cloud = smart operator services

Citrix today announced it has signed a definitive agreement to acquire privately held Bytemobile, a provider of data and video optimisation solutions for mobile network operators. Citrix said the acquisition gives it a presence in the core infrastructure of more than 130 mobile operators in 60 countries around the world.

Citrix said it plans to build on Bytemobile as the center of its go-to-market strategy for mobile network operators — retaining and growing its investment in the Bytemobile brand, technology, products, employees and customer relationships. Bytemobile will continue as an independent product group within the Citrix cloud networking group.

The announcement press release said that Citrix and Bytemobile will be able to offer operators combined solutions that deliver a high quality user experience to mobile subscribers, while helping operators manage the exponential growth of mobile network traffic with the best performance, visibility and efficiency. The acquisition builds on a strategic partnership announced earlier this year that combined the Bytemobile Smart Capacity technology with the Citrix NetScaler line of cloud networking solutions.

"The cloud and mobile revolutions are rapidly converging, and mobile operators are at the heart of this convergence," said Klaus Oestermann, group vice president and general manager of cloud networking at Citrix. "With the integration of Bytemobile technology, products and intellectual capital, Citrix will be uniquely positioned to be a leader in the global mobile data and video infrastructure market in the LTE era."

Since announcing their earlier strategic partnership at Mobile World Congress in February 2012, Citrix and Bytemobile have collaborated to deliver the Bytemobile T1100 Traffic Director, which helps operators scale next-generation mobile networks and apps with the application delivery intelligence and performance of the NEBS-compliant Citrix NetScaler platform. With this acquisition, Citrix and Bytemobile will further accelerate the ability to bring mobile operators solutions to power cloud services.

"The integration of Bytemobile will enable us to extend our value proposition to the edge of the network, bringing content closer to the end user," continued Oestermann. "The benefits to network operators and their subscribers include faster, more efficient, more reliable, and more manageable networks; higher performance resulting in better service and a better user experience; and scalability to process growing volumes of data traffic at a much lower cost."

"We are excited about the significance of this transaction for the industry, our customers, our employees, and our stockholders," said Chris Koopmans, chief operating officer of Bytemobile. "With the rollout of LTE and other next-generation networks, the mobile data market is poised to grow dramatically in the coming years. The addition of Bytemobile solutions to the Citrix portfolio will accelerate the fulfillment of our vision and investment in the future of the industry."

Vodafone and Telefonica UK network sharing: details

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O2 and Vodafone will build one consolidated network grid across the United Kingdom, sharing cell site equipment and backhaul infrastructure at 18,500 locations.

O2 will run the grid in Northern Ireland, Scotland, the East of England and North London. Vodafone will take responsibility for the West of England, South London and Wales. That will mean that each operator will be specifying the network its own area of responsibility, producing its own RFQs and running procurement separately. But the deployment and capabilities of both operating companies will be brought to bear within each geographic area, under the management of the lead operator, which the operators hope will deliver much faster rollouts.

Although network sharing will extend to active RAN elements, each operator will run its own independent network in its own spectrum – ie there will be no spectrum sharing. "Intelligent" elements, core network elements, and the ability to create, control and provide services will also remain separate, with each operator "competing fiercely", according to Vodafone UK CEO Guy Laurence.

Both operator CEOs were keen to emphasise that the model will be of two separate "competing" networks running on one consolidated grid. "Most of our differentiation comes in the core network," Laurence said. Ronan Dunne, Telefonica UK CEO said, "Building networks is vaguely interesting to customers, but putting services on them is very interesting."

There will be some network consolidation as a result of the combined grid rollout, with an estimated 10% of the existing sites currently owned by O2 and Vodafone being decommissioned. But the shared deployment will also result in network expansion, with new sites providing coverage to previous notspots, specifically in terms of indoor coverage. Both operators said they would offer 2G and 3G indoor coverage to 98% of the UK population by 2015 – for 2G, 3G and LTE services.

That would bring many people who currently have no coverage into coverage, Laurence said. At the moment the operators' licence conditions mandates 2G indoor coverage at around 65% of population, and indoor 3G coverage at around 80%, the operator CEOs stated.  Combining the capabilities of both companies would enable greater coverage more cost-efficiently than if each individual company had pursued such an expansion, Laurence said.

"What we're committed to doing is rolling out coverage where we wouldn't otherwise have it," Dunne said. Laurence added that the rollout would take some areas "from zero to hero".

Ofcom is likely to attach a 98% population coverage mandate to one 800MHz LTE licence. With both operators in a position to meet that requirement more cost-effectively, they will both be in a strong position to bid for that license. There is the possibility that the approach will see 800MHz spectrum become more important to the two operators. Neither operator is likely to want to see the other have a significant chunk of spectrum that it cannot mirror.  

The operators said that the upcoming RAN refresh, driven by LTE deployment, was the right time to consolidate the network grid. A multi-RAN architecture would enable them to bring similar coverage to different services. They shied away from providing any detail of the cost savings they intend to generate by forming the JV.

SLAs and commercial agreements would support the ability for operators to provide end to end QoS across the network, Laurence told Mobile Europe. Similar arrangements would be made for backhaul – where Vodafone hopes to significantly boost its capabilities with the pending acquisition of Cable & Wireless. The ability to manage services on a separate basis across the combined network will be key for both operators.

One are that still seems to be up for grabs is whether small cell deployments would be open for shared access. Clearly corporate or enterprise-type indoor deployments will be made on an individual basis, but with the industry predicting a requirement for metro area small cell investments, a shared approach could have a significant effect on the economics of providing dense, urban coverage. For now, though, the operators confirmed that the JV adresses the macro network, with small cell deployments being addressed on a case by case basis.

The joint venture will build on the current Cornerstone property management partnership, with currently owns 4,000 sites. It will be called Cornerstone Infrastructure JV.
 

Vodafone and Telefonica UK to “strengthen” network sharing

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  • Companies to pool basic network infrastructure to create one national grid of 18,500 sites
  • Telefonica to run one half of radio and backhaul network, Vodafone the other
  • Both companies will be running independent spectrum and competing services

Telefónica UK and Vodafone UK today announce their intention to strengthen their existing network partnership, by pooling the basic parts of their network infrastructure to create one national grid running each operator’s independent spectrum.

The plan will deliver real benefits for today’s mobile phone users by creating two competing networks that will be able to offer indoor 2G and 3G coverage targeting 98% of the UK population by 2015, delivering mobile coverage and mobile internet services to the vast majority of UK households.

It will also ensure that the capability for the next generation of 4G mobile services is rolled out as widely and rapidly as possible*, helping to close the digital divide between rural and urban areas. The partnership will lay the foundations for two competing 4G networks to deliver a nationwide 4G service faster than could be achieved independently and up to two years before the anticipated regulatory requirement of 98% population coverage by 2017.

One grid, two networks
Telefónica UK and Vodafone UK propose jointly to operate and manage a single network grid in the UK that will run two competing nationwide mobile internet and voice networks. Both companies will retain complete control over their wireless spectrum, intelligent core networks and customer data. They will continue to actively compete with each other in all products and services, enabled through the ‘intelligent’ parts of their networks.

A new 50/50 joint venture company will be created through the consolidation of both Telefónica UK and Vodafone UK’s existing basic network infrastructure, including towers and masts, which will be transferred to the joint venture or decommissioned over time. Under the proposals, both companies will have access to a single grid of 18,500 masts representing an increase in sites of more than 40% for each operator. The joint venture will also be responsible for the building of new sites needed to extend coverage into rural and remote areas.

There will be opportunities for the decommissioning of duplicate sites and, as a result, the two companies expect there will be a more than 10% overall reduction in the total number of sites, in the UK, used by the two operators.

Each operator will over time take the responsibility for design, management and maintenance of the radio equipment as well as local transmission (that connects to each operator’s intelligent backbone network) in one half of the country. Telefónica UK will manage and maintain these elements in the East (including Northern Ireland and most of Scotland) and Vodafone UK in the West (including Wales).

Just as under Cornerstone, the two companies’ existing network partnership, all shared sites will continue to carry Telefónica UK’s traffic on Telefónica’s spectrum and Vodafone UK’s traffic on Vodafone’s spectrum.

Both operators will continue to remain responsible for their own existing spectrum holdings and for fulfilling their own spectrum needs in the future. The launch of 4G services is subject to the outcome of the forthcoming Ofcom auction of new spectrum and both companies will act wholly independently in that auction.

Telefónica UK and Vodafone UK are currently engaged in discussions with Ofcom and intend to establish the joint venture and network sharing arrangement later this year, following the satisfactory conclusion of those discussions.

Ronan Dunne, CEO Telefónica UK said: “Exceptional customer demand for the mobile internet has challenged the mobile industry to consider innovative solutions to building a nationwide network that will be fit for our customers in the future and support the products and services that will truly make Britain digital. This partnership is about working smarter as an industry, so that we can focus on what really matters to our customers – delivering a superfast network up to two years faster than Ofcom envisages and to as many people as possible. One physical grid, running independent networks, will mean greater efficiency, fewer site builds, broader coverage and, crucially, investment in innovation and better competition for the customer.”

Guy Laurence, CEO Vodafone UK said: “This partnership will close the digital divide for millions of people across the country and power the next phase of the smartphone revolution. It will create two stronger players who will compete with each other and with other operators to bring the benefits of mobile internet services to consumers and businesses across the country. We have learned a lot from our existing network collaboration but now it is time for it to evolve. This partnership will improve the service that customers receive today and give Britain the 4G networks that it will need tomorrow.”

José María Álvarez-Pallete, Chairman and CEO of Telefonica Europe plc, said: “The UK has been at the forefront of the mobile industry over the last 30 years and remains a significant driver as we transition from a voice to a digital world. We are committed to providing the very best networks which will not only help facilitate this transition but at the same time help to deliver Digital Britain and provide our customers with the very best connectivity."

June / July 2012

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San Diego, Cambridge and Torquay

You wait ages for an operator own-label smartphone to come along, and then two come along at once. After trailing its Intel phone at Mobile World Congress this year, Orange announced that from next week it will have the phone actually available.
 
It is to be called the San Diego, a name that some (and the first person I saw to do this was Sean Jackson of PR company Axicom – so take a bow, Sean) have interpreted as a dig at Qualcomm. This is a phone that doesn't have any Qualcomm chips in it, see, being an Intel phone. Qualcomm is based in San Diego – hence the perceived dig. It doesn't have any ARM stuff in it either, mind you, making it even rarer in the mobile phone world. This is just as significant. Orange's head of devices told us that a challenge to the ARM architecture was one of the reasons Orange has invested in Intel. Anyway, perhaps the Orange Cambridge didn't sound quite as sexy as the San Diego.

People thinking this phone is in no way a big deal to Orange might be surprised to know that the operator has a mini "festival" planned for its launch on the 6th and 7th of June, right on London's happening South Bank. Yes, the day after the UKs enforced two day celebration of ritualised power worship/ 60 years' unbroken service from a dutiful, elderly monarch (take your pick) Orange will be taking to the same streets to celebrate the launch of a phone. We are told there will be "Live DJs and beatboxers and the UK’s best pro Skaters and BMXers" so it's fairly clear what demographic the operator is after. Over the hill journalists trying to reclaim their youth, obviously.

And yet, there must be something in this white label smartphone thing, because Vodafone is also launching its own smartphone, although this one is not quite as high spec as the San Diego. More of a Vodafone Torquay, really, although the operator is in fact calling it the Smart II. This phone too has had some big licks from the Voda publicity department, with its press people inserting the words, "most important phone ever" into the mouth of Vodafone's head of devices. The reason for that is that it is seen as a device that, retailing at £70 full price, can connect the so far Smartphone-less to the Smartphone world.

It's an Android Gingerbread device, with some pre-integrated Vodafone apps and services. What would have been really interesting would have been a "low end" smartphone that, as well as the Android Market button, showcased the full might of the Wholesale Applications Community app portfolio (remember that?). They could have called it the Vodafone 24/7 or Vodafone 365 or something similar, perhaps. It could even have come preloaded with some differentiating app, like a VoIP service or similar, branded to Vodafone. But steady as she goes. So far, just a low price smartphone.

Another pair of announcements this week came in M2M, where at almost the same time as DT announced the public availability of its M2M Marketplace, Telefonica Digital announced that O2 UK would be the latest Telefonica property to sign up to use Jasper Wireless' platform. DT's announcement was the more impactful, on the face of it, as its Marketplace was a result of its work in its M2M competence centre to provide vendors a chance to show of their wares to customers – really a self-service approach to enterprises that need M2M solutions. DT's approach is to foster and amplify the business of the M2M developers, and profit thereby. O2 has also taken "self-service" role, but this time working with Jasper Wireless to offer customers more control of the M2M services they are using deploying. One customer described the facility as the "holy grail". It's a sign that operators will not "own" M2M in the sense that you might think of when CEOs make speeches assigning it a "Top Five Priority" label. But they do work genuinely to provide that telco blend of scale and interoperability. If you're going to have an M2M marketplace, then the operator does make a good place to have it. They genuinely, to coin a phrase, add value to the value chain.

Speaking of adding value, the EC put its finger on the pin of a grenade late last week, and made as if to pull it out, before putting it back for now. Yes, the Trade Commissioner decided that he might have a look at the issue of whether Chinese telco vendors (ZTE, Huawei) had been benefiting from Government subsidies that enabled them to "dump" their products in European markets at below cost price. This would not necessarily be an ideal scenario for a European telco space that has China as a key, perhaps the key, export market. Any likely action against the Chinese vendors, one in particular, would more than likely be met with dismay in China, and the potential for retribution. Cue pleas for calm all round.

Right, that's it for now. We at Mobile Europe are off to partake in the national pageant, by which we mean, prepare for Orange's San Diego festival. We can't help but feel that our beatboxing might need a little brushing up in the meantime.

Keith Dyer
Editor
Mobile Europe

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How Jasper Wireless transforms Telefonica’s M2M service capability

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Telefonica UK's use of Jasper Wireless' M2M platform will enable the operator to offer its customers more real time control of their services, Gilli Coston, Head of M2M at Telefónica UK, told Mobile Europe.

Coston said that the deployment had been described as the "holy grail" by one customer who had previously felt limited by the ability of O2's existing M2M service to scale quickly.

O2 has been running an M2M business in the UK for 15 years, Coston said, but the decision to use Jasper's platform had added to is ability to support its customers. "We had some good capabilities but we wanted to give our customers the ability to access self-service in real time to troubleshoot issues and problems straight away. Our customers have gone from monthly billing to being able to see on a per-second and daily basis what's really happening on the network. This enables customers to have visibility, control and management of the day to day business, rather than having to rely heavily on external customer services and environments," Costan said.

Coston added that O2 is not looking to the use of the Jasper platform as a means to boost revenue per customer.

"We are not looking to make additional revenue from it. It's really about improving and giving a great customer experience and therefore enabling this market to grow more, and enable our business and customer business to have confidence to keep growing," she said.

Coston cited the example of one customer who told her that its biggest worry was that they would get a big order. "That's the thing they want to happen… but they feared for their ability to scale and have confidence in the systems around M2M. That customer actually said to me, 'This is the holy grail that we've been looking for, and have scoured the market for'."

Macario Namie, Jasper Wireless, said that experience reflected Jasper's design philosophy, which is to provide customers with the ability to build and scale their connected device businesses.

"We provide diagnostics to resolve issues with devices in the field: rules based automation so they can automate their business processes without having to monitor individual devices for anomalous behaviour. What these customers really need is not just an penny here or there but the wherewithal to grow their businesses significantly and to start removing barriers and inhibitors," Namie said.

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