ISSUE 21 , May, 2012

TELECOM BUZZ !!! “expanding telecom world horizon”

CTIA 2012 Wrap Up: Innovations Unfolded

Facebook working on

secret project to build smartphone; Experts question the need of it

Understand Technology Better with

MobileComm E-Learning Programs

Customer Experience

Management :

The Next ‘Buzzword’

A MobileComm Professionals Inc. Publication www.mcpsinc.com

From the Editor

Smartphone boom, new networks roll out, multiple services delivery increases the complexity within the industry putting customer experience at risk. When we talk about Customer Experience Management, businesses would think it is about managing the network performance. But in a real sense Customer Experience Management aka CEM is not just about network. It is much more beyond that and extends to enhancing the overall experience of the Customer.

CEM is the practice of actively listening to the voice of customer, analyzing it and creating business decisions based on it. Through this a company organizes itself to manage the customer’s entire experience and gain customer loyalty. Considering the ultra – competitive telecoms market, most successful operators have developed end-to-end customer experience management strategies to provide a rich, hassle free experience to the customer throughout their lifetime with operator.

Further pages will allow you to learn in detail about CEM and how the telecom industry is gearing up for it. Hope you’ll find the contents of this issue value adding and interesting. Feel free to drop in any queries or suggestions you may have at newsletters@mcpsinc.com.

Key Company Highlights

• MobileComm Participates in ACIs 5th

Annual Distributed Antenna System (DAS) Congress held from May 21-23, 2012 @ Las Vegas.

• MobileComm has been chosen as one of

the top two vendors for nationwide T- Mobile ‘Network Modernization’ project to enhance the performance of its 2G and 3G network. The carrier has announced its multi-year deals with Ericsson and Nokia Siemens Networks to support the $4 billion network evolution plan, which will include "network modernization" and the rollout of LTE coverage in 2013.

• MobileComm enters E-Learning Market

with the launch of its innovative, self- paced E- Learning Programs.

• MobileComm unveil its indigenous GIS tool called mMaps or MobileComm Maps in the Telecom market.

Upcoming Openings

IBS/DAS Engineer ( IBWAVE Tool) – Gurgaon (3-5 years of relevant experience)

Graphic Designer – Gurgaon (1-3 years of relevant experience)

GIS Software Engineer– Gurgaon ( 3-5 years of relevant experience)

NOC Engineer – Punjab (1-3 years of relevant experience)

BTS Field Engineer – MP & Gujarat (1-3 years of relevant experience)

Mail your resumes to hr.india@mcpsinc.com

MobileComm Professionals Inc.

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TECHNO BUZZ

‘Customer Experience Management’ The next buzzword in the Telecom Industry

When the telecom industry comes around to making the concept of ‘Customer Experience Management’ also known as CEM, you’d think it is all about managing the performance of network. But in the real sense, CEM is about managing your customer experience and not just network.

Defining CEM Customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier. From awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It is the practice of listening to the Voice of Customer through various channels such as IVR, Web, Email, Retail, Marketing etc. analyzing those issues, creating better business decisions and then measuring the impact of those decisions to drive better performance in future.

Faced with the economic turmoil, increasing competition and introduction of plethora of new products and services, Telco customers are more likely to churn to other operators. We simply do not have the customer experience design or operational planning tools to achieve an optimum level of customer experience within the company. So we outsource the customer service but without Customer Experience Mapping tools in place there is no way to ensure a rich customer experience. We are simply flying blind.

Need for CEM ▪ Proliferation of devices such as smartphone and

tablets drive the need to provide an outstanding customer experience.

▪ New Network rollouts increases the complexity of network, thus driving up customer experience.

▪ Increased Competition, and emergence of new

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market players, will force businesses to utilize CEM. ▪ Poor network quality continues to be the biggest contributor to churn for majority of service providers, leading to the increased use of CEM for customer retention.

With the boom in smartphone sales and other devices, more and more people access a dizzying array of applications, services and content. Today it is estimated that there are over 5 billion broadband-enabled devices connected to communication networks. As more devices, applications and services are connected, the customer experience is put at risk. Thus Customer Experience Management is considered to be a key differentiator, central to the business strategy to improve customer retention and loyalty. For the World, Telecommunications Service is a big business. But is you’re a telecom operator, you have a different story to share.

A related problem commonly raised in discussions is the tendency of different departments in a company to be focused on their own missions, which gives an impression that CEM is the responsibility of a specific division /department. However, customer experience is as much about operators as it is about customers in terms of how it has to matter to every division in the company. When it comes to customer experience, every department/division is interconnected and CEM is everyone’s concern.

MobileComm Professionals Inc.

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TECHNO BUZZ

Four Pillars of Telecom CEM Create, nurture and strengthen customer

relationships and leave a lasting impression on the customer.

Network Experience

(Include coverage, signal quality, speed)

Commercial Experience

(Includes billing,

payment)

Product Experience

(includes telecom

products such as handsets,

VAS )

Service Experience (includes after sales service,

customer queries)

Rewards of CEM ▪ Increased Customer Retention: With a good

CEM at place you can convert the collected network details into targeted Business Intelligence to identify customers at high risk of churn and proactively take retention actions.

▪ Drive Loyalty: By rapidly assessing the impact of events on the customer experience, you can take targeted actions to further improve that experience and drive loyalty.

▪ Reduce Churn: Good CEM allows businesses to

Technology is not always the answer! When it comes to CEM, service providers typically focus on managing the performance of their network. All you do is monitor the network and look for alarms, as and when one goes off, you fix the problem. You think that the customers are happy, right? Managing network performance is critically important. However, doing so from the perspective of network, rather than the customer, creates a huge gap thus compromising Customer Experience. Consequently, operators have to keep investing to increase their network quality while at the same time improving customer experience, loyalty in a holistic view.

Every Interaction should be considered as an opportunity to Create, Nurture and Strengthen Customer Relationships In today’s instant-communication world where everyday customer service experiences are shared with millions, every interaction is an opportunity to

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identify their loyal customers and single them out for rewards, translating into more future visits.

▪ Reduce Operating Costs: With instant communication being the trend these days, positive buzz about your company abounds and new customers tend to follow.

Network Key Performance Indicators (KPIs) not always translate into top quality mobile services. As a result, Service Performance Indicators are essential in order to evaluate how well services are performing at the customer end.

With all the surrounded buzz, it is for the Telco's now to decide how much customer-centric they want to be and align the business.

MobileComm Assures a World Class Customer Experience Management Solutions

MobileComm has always been on the forefront of providing a complete customer satisfaction. We have built strategies, services, methodologies and networks to offer top of the line quality services to allow our customer standout in the competitive talent market place. As a part of our CEM Solutions, MobileComm is supporting NSN to build the CEM capability through SSI definition in SAI Tool.

MobileComm Professionals Inc.

Customer Experience

TECHNO BUZZ

CTIA 2012 Wrap Up :

Innovations unfolded

• Ericsson and NSN announced Radio & Professional Services Deal with T-Mobile, USA

Ericsson and Nokia Siemens Networks both announced radio and professional services deals with T-Mobile USA to modernize the operator’s GSM and HSPA+ assets and support its LTE roll-out which is scheduled to begin in 2013.

• HTC & Verizon Wireless Reveal Droid

Incredible 4G LTE Verizon Wireless and HTC announced the new and exclusive DROID INCREDIBLE 4G LTE by HTC. The DROID INCREDIBLE 4G LTE will be the twenty third 4G LTE-enabled device currently available on the Verizon Wireless network.

• Samsung Unveiled its Samsung Galaxy SIII Samsung announced and unveiled the Galaxy S III Android smartphone at CTIA 2012. The Galaxy S III is the most important device of the year for Samsung's mobile division. It reaches the market more than a year after its predecessor, which was a smash hit worldwide, selling more than 10 million units.

• MasterCard Unveils the ‘Future of Payment’ MasterCard is unveiled what it calls “the future of payments for consumers, merchants and partners” at the CTIA Wireless conference in New Orleans. Earlier, MasterCard unveiled its Mobile Payments Readiness Index, an analysis of 34 countries and their readiness to use mobile payments. The index identified Singapore, Canada, the United States, Kenya and South Korea as the most prepared markets.

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• erizon HomeFusion - 4G LTE Broadband For Home

Verizon HomeFusion brings fast internet speeds to rural areas and suburbs too far away for traditional wired Internet with the speed of 4G LTE. HomeFusion customers can expect rates of five to 12 Mbps and upload rates of two to five Mbps, in line with your average DSL or low-end cable Internet connection.

• AT&T Plans Small Cell Tests Around Year End AT&T Inc. plans to start testing new wireless network devices known as "small cells" later this year hoping to boost its network coverage. if the tests go well the operator could use the equipment to improve in-building coverage or outdoor coverage by attaching the small cells to places like the side of lamp posts.

• Sprint Plans to Launch tens of thousands of

high-capacity Base Stations Sprint plans to make aggressive use of small cells in its future LTE network, launching tens of thousands of tiny high-capacity base stations in high-traffic indoor and outdoor areas in 2013 and 2014. Speaking at briefing at CTIA Wireless in New Orleans, Sprint VP of network development and engineering said the end goal of Sprint’s small-cell efforts is a heterogeneous network, or HetNet.

• Barnes & Nobles showed off ‘Nook’ – a Kindle

Killer???

In addition to phones and tablets, Barnes & Noble was present at CTIA 2012 showing off what they hope could be a Kindle Killer: Nook Simple Touch with GlowLight.

MobileComm Professionals Inc.

TELECOM BYTES

Key developments Across India

Spectrum tenure may be halved to 10 years Economic Times

Amid confusion, criticism and the indecisiveness which is surrounding the TRAI recommendations on the reserve price for spectrum auction, the telecom commission is working on plans to sell 2G spectrum for a period of 10 years, reports Economic Times. Currently, airwaves sold through auctions, or even those that were issued to companies bundled with their mobile permits are valid for a 20-year period. A reduced tenure will bring down the reserve price or the minimum price of the airwaves in the upcoming sale process. The Empowered Group of Ministers that will take a final call on all issues related to spectrum auctions is scheduled to have its first meeting on June 5.

Bharti Airtel to acquire 49% stake in Qualcomm’s 4G Broadband Venture India's largest telecom company Bharti Airtel has acquired 49% in Qualcomm's broadband wireless entities for around Rs 924 crore and would completely own the venture within the next two years. With the acquisition, Bharti Airtel would extend its high-speed wireless data services to eight telecom zones including Haryana, Kerala and key circles like Delhi and Mumbai. Qualcomm would provide technical assistance to Bharti in connection with network architecture and optimization, infrastructure and device testing, as well as continuing to develop and support the underlying technology & LTE TDD Ecosystem.

Samsung Galaxy III to be launched in India on May 31st - Report Times of India

Samsung's latest smartphone Galaxy S III is reportedly launching in India on May 31. According to a news report, the launch will take place in New Delhi. According to the report, the phone could be priced at Rs 42,500 in India.

Key developments Across Globe

Facebook working on secret project to build smartphone; Experts question the need of it Telecom Tiger

Facebook is working on plans to build a smartphone, and it is recruiting experts who worked on Apple's iPhone and iPad to help in its quest, New York Times reports. The plan is driven by founder Mark Zuckerberg's insistence that the social networking giant does not get left behind in the lucrative and growing area of mobile development.

China Telecom selects Alcatel Lucent for Euro 100 million contract to build FTTH Network Alcatel-Lucent will significantly expand China Telecom’s broadband access network, bringing services such as IPTV, video-on-demand & voice-over-IP (VoIP) services to millions of homes in China. The Euro 100 million contract - secured through Alcatel-Lucent Shanghai Bell, Alcatel-Lucent’s flagship company in China – will lead to the deployment of fiber-to-the-home (FTTH) networks across China’s 31 provinces, enabling China Telecom to serve millions of households with a wide range of high-speed services and guaranteed quality of service.

South Korean Smartphone Leader aiming to offer Galaxy S III in 145 nations via 296 operators Total Telecom

South Korea's Samsung Electronics Co. will start selling its newest smartphone in 28 countries as it seeks to cement its position as the world's top-selling mobile phone maker. The phone will be available in 145 nations by July via 296 wireless carriers, it added.

4. MobileComm Professionals Inc.

Broadband subscription stands at 13.79 Million Total Broadband subscriber base has increased from 13.54 million at the end of February 2012 to 13.79 million at the end of March 2012, there by showing a monthly growth of 1.86%. Yearly growth in broadband subscribers is 14.80% during the last one year (Mar 2011 to Mar 2012).

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TELCO STATISTICS

Telecom Subscription Data as on 31st March, 2012

8.00 Million new mobile subscribers were added in March 2012 taking the total tally of Wireless Subscribers to 919.17 Millions as on 31st March, 2012.

For More Pictures of CTIA 2012, Click here

MobileComm holds yet another successful workshop in Kolkata

Mobilecomm Technologies India Pvt. Ltd is pleased Report that it held a successful workshop on ‘Path to LTE & 3G/4G Backhaul Challenges’ at Kolkata.

With 30 representatives from the local industry present, this workshop provided a perfect meeting place to learn more about the latest trends in the LTE and 3G sector. The workshop took place for the 4th consecutive time across nation, due to high demand for such services and proved to be a Success. We are thankful to all the attendees who shared their valuable time, energy and perspectives. Here’s some feedback from theattendees:

“Presenters were very knowledgeable and conveyed the same to attendees. They gave vivid description to queries asked.”

-(Asst. Manager, Leading Service Provider)

“The sessions were very interactive & content were good; Specially the analogy given to explain in details were great. Both the presenters were very approachable.”

- ( RFPlanning Lead, Major OEM)

MobileComm Professionals Inc.

SNEAK PEEK INTO MOBILECOMM

MobileComm @ CTIA 2012

As CTIA comes around, the fatigue and the tension can be felt everywhere from the news reporters, analyst to the companies participating. With more than 1,000 prestigious companies showcasing everything that’s new in their kitty, MobileComm did catch up with a bunch of people who are excited about the future of wireless. As we bid a fond farewell to CTIA 2012, check out some of the scenes from the event:

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SNEAK PEEK INTO MOBILECOMM

Understand Technology Better with

MobileComm ‘E-Learning’ Solutions MobileComm has announced the launch of their new E-Learning solutions that incorporates features that are unique to any E-Learning Platform. Our E Learning Program allows people to be trained who due to geographical constraints are not able to attend face-to-face or Instructor Led Trainings. Whether you are a beginner or an experienced telecom engineer, you want to refresh or update your knowledge on new technologies, or learn advanced tools, you can do so by accessing our feasible library of programs. To know more about MobileComm E-Learning Programs Click here

Movers & Shakers of MobileComm

“That some achieve great success, is proof to all that others can achieve it as well” - Abraham Lincoln

TRIBHUVAN SINGH Currently Deployed in ‘Madagascar’, his caliber, dedication, passion and professionalism has driven our company to new heights and had set an example for other employees. His contribution to the team is unmatchable and achievements insurmountable.

Majunga4 site have been successfully swapped, all three sectors are carrying Traffic and data. Special Thanks to Tribhuvan and Gnic who worked on weekend to make it possible. If we continue to work like this

consistently as a team nothing can hinder us to achieve our goals. Thanks!

See what iOPT contains: - (Major OEM, Madagascar) Phone:0124 4682606

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8. MobileComm Professionals Inc.

SNEAK PEEK IINTO MOBIILECOMM

MobileComm pedals for a cure by participating

in MS150 Bike Ride Over the week of May 5-6, 2012, Mr. Harvinder Cheema, CEO, MobileComm U.S. along with other participants crisscrossed the roads to have fun and promote the cause of Multiple Sclerosis. The 150 miles Bike Ride started in Frisco and made its way to Texas Motor Speedway.

MobileComm Professionals, Inc. was a proud supporting sponsor for the Bike MS: SAM's CLUB Ride. For past 25 years, the SAM'S club ride organizes 100 rides nationwide and the funds they raise go towards research aimed at treating and eventually curing Multiple Sclerosis. To learn more about the ride click here

Enjoy the photos from the ride! here

MobileComm Workshop @ ‘Allahabad Institute of

Engineering & Technology’ Deemed a Success

After working for years to better prepare the young graduates, MobileComm rolled out its orientation workshop on ‘Careers is Telecom’ at ‘Allahabad Institute of Engineering & Technology’ allowing the graduates to learn and experience the demands of telecom industry.

The coveted workshop was attended by more than 100 young college students and ended on a high note with around 20 students enrolling themselves for the upcoming ‘MobileComm Summer Training Program’ in Gurgaon. Below are few snapshots from the workshop:

It had never been done before.

FEATURE

Determination & Persistence

This is a reallife story of engineer John Roebling building the Brooklyn Bridge in New York, USA back in 1870. The bridge was completed in 1883, after 13 years. In 1883, a creative engineer named John Roebling was inspired by an idea to build a spectacular bridge connecting New York with the Long Island. However bridge building experts throughout the world thought that this was an impossible feat and told Roebling to forget the idea. It just could not be done. It was not practical.

Roebling could not ignore the vision he had in his mind of this bridge. He thought about it all the time and he knew deep in his heart that it could be done. He just had to share the dream with someone else. After much discussion and persuasion he managed to convince his son Washington, an upcoming engineer, that the bridge in fact could be built. Working together for the first time, the father and son developed concepts of how it could be accomplished and how the obstacles could be overcome. With great excitement and inspiration, they hired their crew and began to build their dream bridge. The project started well, but when it was only a few months underway a tragic accident on the site took the life of John Roebling. Washington was also injured and left with a certain amount of brain damage, which resulted in him not being able to talk or walk. “We told them so.” “Crazy men and their crazy dreams.” “It’s foolish to chase wild visions.” Everyone had a negative comment to make and

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felt that the project should be scrapped since the Roeblings were the only ones who knew how the bridge could be built. In spite of his handicap Washington was never discouraged and still had a burning desire to complete the bridge and his mind was still as sharp as ever. He tried to inspire and pass on his enthusiasm to some of his friends, but they were too daunted by the task. As he lay on his bed in his hospital room, with the sunlight streaming through the windows, a gentle breeze blew the flimsy white curtains apart and he was able to see the sky and the tops of the trees outside for just a moment. It seemed that there was a message for him not to give up. Suddenly an idea hit him. All he could do was move one finger and he decided to make the best use of it. By moving this, he slowly developed a code of communication with his wife. He touched his wife’s arm with that finger, indicating to her that he wanted her to call the engineers again. Then he used the same method of tapping her arm to tell the engineers what to do. It seemed foolish but the project was under way again. For 13 years Washington tapped out his instructions with his finger on his wife’s arm, until the bridge was finally completed. Today the spectacular Brooklyn Bridge stands in all its glory as a tribute to the triumph of one man’s indomitable spirit & his determination not to be defeated by circumstances. It stands too as a tangible monument to the love and devotion of his wife who for 13 long years patiently decoded the messages of her husband and told the engineers what to do.

Often when we face obstacles in our day-to-day life, our hurdles seem very small in comparison to what many others have to face. The Brooklyn Bridge shows us that dreams that seem impossible can be realized with determination and persistence, no matter what the odds are.

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