...Customer Information Strategy Convergys Case 1. Convergys, a leader in contract-based business process outsourcing services, has been successful in acquiring high-profile customers (e.g. Verizon, FedEx & Starbucks, among others) across a wide variety of industries. Despite Convergys’ impressive customer list, the company has seen its operating margin decrease about 20% over the past 5 years. Key decision makers within the company believe that this decline is due, at least in part, to issues relating to client retention and acquisition strategies. At present, Convergys classifies its customer accounts into 3 tiers: A, B & C. “A” customers are considered to be of highest value, followed by “B” and “C” customers. Although the idea of internally segmenting customers to most effectively allocate company resources (to maximize profit) is sound, the segmentation strategy ought to be well designed and it must incorporate metrics that reflect specific attributes of the industries being served, while at the same time aligning with Convergys’ overall philosophy and business objectives (such as growth, for example). As evidenced by the continuous decline in Convergys’ operating margins over the past 5 years, contrasted with the high quality service it provides and the growth of the specific companies and industries it services, it is apparent that Convergys’ approach to growth is not particularly effective. In this case analysis, we will provide recommendations on strategies Convergys...
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...Nt1330 Service Provider Types RBOCS Regional Bell Operating Companies (RBOCS) was formed in 1984 due to the breakup of AT&T based on a restructure agreement. RBOCs were organized into seven regional Bell holding companies called Ameritech, Bell Atlantic, Bell South, Nynex, Pacific Telesis, Southwestern Bell, and US West. The BOCs were given the right to provide local phone service while AT&T was allowed to retain its long-distance service. RBOCs are progressively making available new telephone carrier technologies such as ISDN and DSL. (Margaret Rouse, 2008) LECS & ILECs Local exchange carriers (LECs) are separated into mandatory LECs (ILECs) and competitive LECs (CLECs).These carriers use the public switched telephone network system for accessing consumers. Unbundling the network helps to create the ability for CLECs to compete with ILECs. This is discussed as local-loop unbundling (LLU or LLUB). MSO Multiple system operators (MSO) are operators of multiple cable television systems. The majority of system operators run cable systems in more than one community. Cable companies offer and promote television services to consumers using radio frequency over HFC hybrid fiber copper and radio frequency over glass networks. ISP ISP is an internet service provider company the offers access to the Internet. An Internet service provider (ISP) is a company that an access ISP connects a consumer to the Internet using copper or fiber-optic cables, or through a wireless...
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...Brenda Deni NT1310: Physical Networking Unit 2 Assignment 1 3/30/2014 Service Provider Types * RBOCS: Regional Bell Operating Company Service * Regional Bell operating company (RBOC) is a term describing one of the U.S. regional telephone companies (or their successors) that were created as a result of the breakup of American Telephone and Telegraph Company (AT&T, known also as the Bell System or "Ma Bell") by a U.S. Federal Court consent decree on December 31, 1983. The seven original regional Bell operating companies were Ameritech, Bell Atlantic, BellSouth, NYNEX, Pacific Bell, Southwestern Bell, and US WEST. It is important in telecommunications because RBOCs are generally in competition for digital data and Internet traffic with wireless service providers and cable TV companies. RBOCs are gradually making available new telephone carrier technologies such as ISDN and DSL. * ILEC: Incumbent Local Exchange Carrier * Is a local telephone company in the United States that was in existence at the time of the breakup of AT&T into the Regional Bell Operating Companies (RBOCs), also known as the "Baby Bells." The ILEC is the former Bell System or Independent Telephone Company responsible for providing local telephone exchange services in a specified geographic area. ILECs compete with competitive local exchange carriers (CLEC). When referring to the technical communities ILEC is often used just to mean a telephone provider. * CLEC: Competitive...
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...companies and the consumers. With the information from market analysts, alongside the opinions of many involved, the fact of the matter is that there is an impact on every decision made within this mobile market, which will affect the United States in the long run . As we can tell by the history of the rise and fall of cell phone competition in the United States, we started out with numbers of telephone companies, maintaining a healthy competition. However as time passed by, especially in the case of the original AT&T, it all ended up with one company eating up the rest, achieving absolute control over the market. In this particular instance, the original AT&T was forced to split into seven “Baby Bells,” by the United States Department of Justice in a long-running antitrust suit. While this stimulated a growth in competition and awareness of possibilities within the industry, all but one “Baby Bell,” Bell Atlantic, merged together to recreate the behemoth that was AT&T. Luckily, Bell Atlantic grew to become Verizon Wireless, preserving a sense of competition in a vastly unsaturated mobile market. In the market of today, these four players reign supreme, and because of this they have the ability to affect the market as they...
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...will limit my discussion to what had been known as “phone service” and not broadcast entities (TV, radio, etc...) nor shall I dwell on the so-called Cable industry. The analysis shall also be primarily focused on the domestic market. Throughout the world, historically the communication industry has overwhelmingly been a monopoly. This was also true in the United States. As AT&T evolved from the late 19th century, except for a year as a nationalized company, existed as a national monopoly. In the so- called Progressive era of the 1910’s, the idea that a natural monopoly would be more efficient and economical than competing systems took hold. The idea of universal service, with rural rates being lower than urban rates (price discrimination). While never a “true” monopoly, with its substantial market share, and restrictions on connecting non-Western Electric equipment to its network, AT&T operated as one. The barriers to entry were primarily economic, the expensive right-of-way access and materials for wired connectivity being first among them. The restriction of un approved devices not being allowed on the AT&T network, limited interconnecting between competitors as well as additional connection & maintenance fees contributed to its dominance. As a monopoly, there were limited phone styles, and little need for deep price reduction through economy of scale or innovation, though state commissions regulated rates. The upside of the additional revenue, Bell Laboratories had been able...
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...Eric Satchell NT1330 Service Provider Types Unit 2 Assignment 1 July 3, 2014 Comparing Service Providers There are a lot of companies providing services, but AT&T provided telephone communication to the public. AT&T monopolized the telecommunication industry until the United States took them to court for antitrust and won. AT&T was broken up into eleven smaller companies, call Baby Bells. One of the companies that derived from this law suit was the Regional Bell Operating Company or RBOC. RBOC was a term that described one of the US telephone companies that provided telephone, telegraph, and long distance to the consumers. RBOC is part of a local exchange carrier allowed to compete for business. RBOC services internet service which in turn dealt with digital data. The merging companies provided different types of service based on the Telecommunication Act of 1996. ILEC or incumbent local exchange carrier is a telephone company that provided local telephone communications before the ruling to break up the Ma Bell Company. The FCC ruled that the ILECs must provide other telecommunications service providers access to their equipment to be able to provide a better rate to the consumer. This ruling...
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...Brooke Elise Jones passed away in a tragic automobile accident, early morning on Wednesday, October 28th, 2015, in Dallas Texas; she was born in Rockford, Illinois, June 7th, 1993. Brooke attended Rockford East High School until her junior year. While there she was a member of the varsity swim team, her freshmen through junior year. At the end of her junior year she and her family moved to Roscoe Illinois, where she attended and graduated from Hononegah Community High School in May of 2011. Brooke always enjoyed working with children, so after graduating high school she got a job working as a Direct Support Professional, at a group home for mentally challenged children. The children she worked with ranged in age from 7 to 21 years old. Toward the end of the year, Brooke moved to live with her mother in Omaha, Nebraska. Shortly after she earned a position as an Assistant Teacher, working with 3 year olds, at Rosewood Children’s Academy. She also worked part-time as a swim instructor for children at the YMCA. After working at both of those jobs for a while, she was extremely fortunate to come across a job opportunity at a local, podiatrist office in Fremont, Nebraska. Brooke worked as the Front Desk Receptionist for about a year. She also worked as a part-time nanny for one of the neighbor kids on her days off. Right before Brooke turned 21, she took a vacation to Texas to celebrate her upcoming birthday with her best friend who was attending the University of North Texas...
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...Bell placed the first coast-to-coast call from New York City to San Francisco. 1929: Herbert Hoover is first president of the United States with a phone on his desk. 1957: Pagers were field tested in Allentown and Bethlehem, Pennsylvania 1960: The first push button telephones are test-marketed in Findlay, Ohio. 1963: Hotline established between White House and Kremlin following the Cuban missile crisis 1968: 911 chosen as the United States emergency number. 1972: First e-mail message. 1984: First cellular phones come on the market. 1997: Verizon Communications (formerly Bell Atlantic) Merged with NYNEX 1997: AT&T Acquired Pacific Telesis 1998: AT&T Acquired SNET, the World Wide Web is born, The Internet connections were dial tone over phone lines. 1999: AT&T Acquired Ameritech 2000: Cell phones were able to access the Internet "Web Phone" combining the traditional telephone with an LCD touch-screen and a retractable keyboard, customers could surf the Internet, check e-mail, make phone calls and check voice mail over their cell phone. 2000: The "Thin Phone" integrates wireless Internet access with local wireless phone service, Verizon Communications (formerly Bell Atlantic) Acquired GTE, Quest Communications Acquired US West 2005: Verizon...
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...AT&T | When Information Systems Mislead | | Yondondo Stewart | | | Table of Contents Background…………………………………………………………Page 3 Leveling the Playing Field………………………………………….Page 3 Business Applications………………………………………………Page 4 Developed Applications…………………………………………….Page 5 Impact of MSOC……………………………………………………Page 8 Recommendation for the use of MSOC…………………………….Page 11 Bibliography………………………………………………………….Page 12 Background AT&T was once the parent company the Bell System. In 1984, Bell System was forced to divest there company into eight smaller companies, in reaction to the United States versus AT&T Anti-Trust suit. As a result of the separation and some misguided acquisitions, AT&T saw its value drop drastically. In 2005 Southwestern Bell Corp. (who had changed its name to SBC) purchased AT&T Corp. who in turn changed its name to AT&T Inc. AT&T Inc. is the largest provider of fixed telephony in the United States. They also provide broadband and subscription television services. (en.wikipedia.org/wiki/AT&T) By the end of 2008, AT&T had discontinued and removed all of its pay telephones. With the decline in phone services, including traditional home phones, the company needed to develop new technologies. The company had to strategize a way back into the consumer’s residence. So, AT&T deployed a new media called U-Verse and extended its high-speed internet into rural areas. ( en.wikipedia.org/wiki/AT&T) Leveling...
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...Telecommunications Tyson Gant ITT Technical Institute 1: Describe a local land line phone system based on the following Landline Telephone Components: a) Local loop is the physical link or circuit that connects from the demarcation point of the customer premises to the edge of the common carrier or telecommunications service provider's network. b) Central office is an office in a locality to which subscriber home and business lines are connected on what is called a local loop. c) The central office has switching equipment that can switch calls locally or to long-distance carrier phone offices. d) A local system is a central system of switches and other equipment that establishes connections between individual telephones. Also called switchboard. e) POP is a physical location, either part of the facilities of a telecommunications provider that the ISP rents or a separate location from the telecommunications provider, that houses servers, routers, ATM switches and digital/analog call aggregators. f) Long distance system is a system that provides connections between local exchanges in different geographic areas. g) Fixed lines are lines used for denoting or relating to telecommunications systems using cables laid across land, as opposed to cellular radio systems. 2: Define and describe the following Telecommunications Network Components: a. Cellular Telephones: a. The Network Voice Protocol (NVP) was a pioneering computer network...
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...AT&T Professor: Dr. Yates Group 12 December 04, 2014 Authors: Lauren Young, Sarah Yeakel, Muhammad Alkahlout, Alejandro Perezreynoso, Festus Oguhebe Jr. AT&T Inc., a holding company incorporated under the laws of the State of Delaware in 1983, has its main offices in Dallas, Texas. Formerly known as SBC Communications Inc. (SBC), AT&T was one of several regional holding companies originally created under AT&T Corp.’s (ATTC) local telephone companies. On January 1, 1984, SBC Communications separated from ATTC and became an independent publicly traded telecommunications services provider. The company merged with Pacific Telesis Group in 1997, Southern New England Telecommunications Corporation in 1998 and Ameritech Corporation in 1999. The merger expanded the company’s wireline operations into a total of 13 states. In November 2005, one of the SBC subsidiaries merged with ATTC, creating one of the world’s leading telecommunications providers. In connection with the merger, SBC Communications Inc. became “AT&T Inc.” Currently, AT&T has ninety-one (91) outstanding bonds. AT&T has forty-one (41) callable bonds. AT&T has a coupon rate ranging from 0.618 to 13.750 and a maturity date ranging from 2006 to 2097 (12/15/2006 to 07/15/2097). The interest rate, or yield, for the bonds ranges from -13.217 to 7.460. AT&T’s debt is rated from A to –A-. Investing in bonds depends on the goals of the investor, the...
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...the first coast-to-coast call from New York City to San Francisco. 1929: Herbert Hoover is the first president of the United States with a phone on his desk. 1957: Pagers were field tested in Allentown and Bethlehem, Pennsylvania 1960: The first push button telephones are test-marketed in Findlay, Ohio. 1963: Hotline established between White House and Kremlin following the Cuban missile crisis 1968: 911 chosen as the United States emergency number. 1972: First e-mail message. 1984: First cellular phones come on the market. 1997: Verizon Communications (formerly Bell Atlantic) Merged with NYNEX 1997: AT&T Acquired Pacific Telesis 1998: AT&T Acquired SNET, the World Wide Web is born, The Internet connections were dial tone over the phone lines. 1999: AT&T Acquired Ameritech 2000: Cell phones were able to access the Internet "Web Phone" combining the traditional telephone with an LCD touch-screen and a retractable keyboard, customers could surf the Internet, check e-mail, make phone calls and check voice mail over their cell phone. 2000: The "Thin Phone" integrates wireless Internet access with local wireless phone service, Verizon Communications (formerly Bell Atlantic) Acquired GTE, Quest Communications Acquired US West 2003: OFTEL and RA were combined into a new Office of Communications changing regulatory...
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...LG, Blackberry, these supplies provide a variety of wireless telephones, smartphones and PDA’s. Threat of substitute products and services, Verizon offers many plans and services to accommodate the customer’s needs. A possible threat would be the Nextel Technology that produces the walkie-talkie device used in commercial companies and used by construction workers. The threat of new entrants is low being that is it hard to place gain access to a new service provider. Although wireless companies merge together all involved benefits from the advantages of both companies, creating the threat as a new entrant, making competition higher and others must adjust its strategies. The rivalry among AT&T and Verizon has existed for years, both have the highest number of customers in the U.S., AT&T is known for its roll over minutes and Verizon for its...
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...RBOCS-The Regional Bell Operating Companies (RBOC) are the result of United States v. AT&T, the U.S. Department of Justice antitrust suit against the former American Telephone & Telegraph Company (later known as AT&T Corp.). On January 8, 1982, AT&T Corp. settled the suit and agreed to divest its local exchange service operating companies. Effective January 1, 1984, AT&T Corp.'s local operations were split into seven independent Regional Bell Operating Companies known as "Baby Bells". RBOCs were originally known as Regional Holding Companies (RHCs). Currently, three companies have the RBOCs as predecessors. They are AT&T Inc., Verizon, and Century Link. Some other companies are holding on smaller segments of the companies. ILEC- An incumbent local exchange carrier (ILEC) is a local telephone company in the United States that was in existence at the time of the breakup of AT&T into the Regional Bell Operating Companies (RBOCs), also known as the "Baby Bells."[1] The ILEC is the former Bell System or Independent Telephone Company responsible for providing local telephone exchange services in a specified geographic area. GTE was the second largest ILEC after the Bells, but it has since been absorbed into Verizon, a RBOC. ILECs compete with competitive local exchange carriers (CLEC). When referring to the technical communities ILEC is often used just to mean a telephone provider. In Canada, the term ILEC refers to the original telephone companies such...
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...The Regional Bell Operating Companies (RBOC) was formed as a result of the breakup of AT&T and is based on a restructuring agreement that took effect in 1984. The RBOCs were organized into seven regional Bell holding companies called Ameritech, Bell Atlantic, Bell South, Nynex, Pacific Telesis, Southwestern Bell, and US West. (Sheldon, 2001) The Regional Bell operating companies are important to telecommunication because they remove the monopoly that the American Telephone and Telegraph Company (AT&T) had and they provided the fixed line, wireless and data service to the subscribers. The Incumbent Local Exchange Carrier (ILEC) is a local telephone company in the United States that was in existence at the time of the breakup of AT&T into the Regional Bell Operating Companies (RBOCs). (Unknown, Incumbent local exchange carrier, 2012) This ILEC was providing local service when the Telecommunications Act of 1996 was enacted. This forced ILEC to open up their networks to outside competition. The Incumbent Local Exchange Carrier is important to telecommunication because they were the established providers of telephone access. The Competitive Local Exchange Carriers (CLEC) is companies that are known to provide an alternative service to the RBOCs within its territory. CLECs compete against the RBOCs in the local service areas. The Telecommunications Act of 1996 which allowed competition to the ILECs enabled new companies like CLECs to offer voice and data services via both landline...
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