(Editor’s Note: This article refers to a video interview shot in San Jose as part of ContactCenterSolutions’s “On the Road” video series. To view the entire library of videos from Road Shows and other industry shows, as well as product demos and interviews in our in-house studio, visit the ContactCenterSolutions Videos home page.)
Recently Keith Higgins, the Senior Vice President of Marketing for Aricent, was interviewed by TMC’s CEO Rich Tehrani. Aricent’s a private company with about half a billion dollars revenue, and offices throughout the world. They primarily deliver communications expertise, Higgins said, combining consulting and design capabilities.
One of the biggest trends in the communications industry today is the combination of design and technology, Higgins said, adding that the company helps clients look at new products and services, and works with them to decide what the client would want to take to market.
Customer experience management is another big area for Aricent, Higgins noted. CEM “by the operators” is one of the biggest trends they’re seeing in the market now, Higgins said, adding that “I think everyone would agree that the mobile canopy in place today was designed and engineered long before iPhones and YouTube, so it needs to be managed a little differently.”
To that end, Higgins said, there are areas he sees “happening for service providers.” One is new business models, the possibilities of cloud services, and new markets like machine to machine -- he cited home energy management as a good example of machine to machine possibilities, and “a good opportunity for a carrier to get another piece of customer premise equipment on site, to start creating revenue.”
Check out the full video interview below: