文档介绍：Executive 3G Training Workshop
Customer Care in the 3G - World
Tobias Kress
Bonn,
Member of
Introduction
Page
1
Why should munication technology
have an impacton thecustomer care ????
3G describesanew technology,
CDMA2000 standards formobile
mainly basedonWCDMA and
communication.
CC IN 3-G
Introduction
helps to sell tonewproduct. strategy anddata-bination with acrm in care A soundcustomer
(2nd levelsupport) about thetechnology newknowledge requires New technology
Page
Why munication technology
have animpactonthe customercare????
2
contact center video or voice responde interactive video and New possibilities like
content andservices including3 services, (NGN, FMC,IMS)enablesnew workinfrastructur
rd
party party
CC IN 3-G
Content
7. 6. 5. 4. 3. 2. 1.
Contact Information Approach for Implementation Business Scenarios Survey Findings Customer CareforAdvanced Services– Impact fortheCustomerCare in3G Going towardsNGN,FMC,IMS* Changes in3G– Technology, ServicesandUsage ofMobileServices
Page
3
*
G work Generations NGN =Next
IMS =IPMultimedia Subsystem
FMC = Fixed Mobile Convergence Mobile FMC =Fixed
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Content
1.
Technology, ServicesandUsage ofMobileServices
Page
4
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dominate technology evolvi actively Mobile accesstechnologiesare Technology, ServicesandUsageofMobile
Mobile TechnologyEvolution
Page
5
1992
2000
ng – classic cellular stayingasthe cellular classic ng –
2004
2005/2006
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Voice
Data
mobile market dataservicesaregaining Revenues from Development Technology, ServicesandUsageofMobile

2002
Page
6

2003
of Revenues
iue r nmlinUSD /S in million are Figures

2004

2005

2006
uc yai Research 06/2006 Pyramid ource
oeadmr motnsintheGerman more andimportants