TMUS sand robot


Deutsche Telekomwatch
This release
: #77
November 2018: 58pp
Releases/year: 10+
Click for more details of this release

Executive brief

Group: Deals [p.6]

  • DTCP adds two more tech stakes to the pile
  • Access 4.0 still on agenda, as DT makes partner cash injection
  • Table: Telekom Innovation Pool overview

People [p.10]

  • DT revamps tech division for flexibility and focus
  • Table: People movement highlights

Supply chain [p.14]

  • Orange seeks DT piggyback on content, elsewhere

Group Development [p.17]

  • DT set to meet EC halfway on Dutch buyout

Technology & Innovation [p.19]

  • Deutsche Telekom welcomes growing TIP 'maturity'
  • DT tightening TIP ties
  • Table: TIP top-ups at a glance
  • Terragraph gets airing in Hungary, RFI in pipeline
  • DTCP joins TIP as ecosystem warrior
  • MobiledgeX attracts SKT, approaches TIP

Telecom infra Project [p.27]

  • TIP faithful and followers gather in London

Germany: Network [p.30]

  • TDE targets more business parks with fibre

Partnerships [p.30]

  • Telefónica to use TDE fibre to support 5G
  • Growing rapprochement between rivals
  • Telefónica willing to work with everyone

Products and services [p.33]

Europe: Deutsche Telekom Global Carrier [p.35]

  • ICSS becomes 'Deutsche Telekom Global Carrier'

Systems Solutions: Deals [p.38]

  • Toll4Europe gains Shell as new shareholder
  • DT at Road Charging crossroads
  • Toll Connect controversy rumbles on

Partnerships [p.41]

  • T-Sys-SAP collaboration goes Platinum
  • Table: T‑Sys's “re-defined” portfolio structure
  • Pallet-tracker comes off Open IoT Labs' production line

USA: Commercial [p.47]

  • Team of Experts to extend beyond USA

Network [p.49]

  • Sprint, TMUS align handset and network demands
  • From rivals to friends

Supply chain [p.50]

Further reading

Index

A

Acacia Communications 15
ADVA Optical Networking 22
Africa 13
Airrays 24
Alphabet
- Google
- Android 9
Amazon.com Inc. 27, 50
Americas
- Canada 9, 23
- Latin America 23
- United States of America (USA) 8, 13, 15, 18, 22, 25, 36, 46, 47, 50, 54
-- Government 50
-- States
--- New York 54
Apache Foundation 26
Apple 50
- iOS 9
Aricent Inc. 21, 23, 51
Asia-Pacific
- Australia 15
- China 15, 21, 50
-- Government 54
-- Province/Municipality/Region
--- Shanghai 44
- India 6, 8
- Japan 31
- South Korea 24, 31
AT&T 13, 50
Axiata Group Bhd (TM International)
- Cambodia (TM International (Cambodia) Co. Ltd./hello) 14

B

Bharti Group 23
- Bharti Airtel 23
Bloomberg L.P. 54
BT Group 22, 23, 24
- EE 13

C

CenturyLink Inc. 50
China Telecom 21
Ciena Corp. 22, 36
Cinco Capital 24
Cisco Systems 8, 13, 22, 51
Comarch SA 8
Comcast Corp. 50
CommScope Inc. 31
Cox Communications Inc. 50
Crown Castle International Corp. (CCI) 51

D

Daimler AG 38, 39
Deloitte Touche Tohmatsu 23
Deutsche Telekom 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 30, 31, 33, 35, 36, 38, 39, 42, 43, 44, 47, 48, 49, 51, 52, 53
- Corporate
- Headquarters 8, 15, 24, 25
- Deutsche Telekom Capital Parrtners
- Deutsche Telekom Strategic Investments
-- Skorpios Technologies (see separate) 9
- Deutsche Telekom Capital Partners 6, 8, 9, 12, 18, 24, 52
-- BENOCS 7, 8
-- Deutsche Sportwetten 8
- Deutsche Telekom Strategic Investments 8, 9
-- ZenMate (see separate) 9
- Digital Media Audience Products 8
-- emetriq 8
-- Fornova (see separate) 18
-- Kumukan 8
-- Lite Elements 8
-- Morphisec (see separate) 18
-- Motionlogic 8
-- Next Generation Enterprise Network Alliance (ngena) 8
-- SafeBreach (see separate) 18
-- SoundCall 8
-- SureNow 8
- Telekom Innovation Pool 7, 8, 25
-- MobiledgeX 20, 22, 25, 26, 51, 52
-- The Digitale 8
-- Trust2Core 8
- Europe
-- Czech Republic 12, 36
-- Hungary (see Magyar Telekom) 12, 22, 23, 36
--- International Carrier Sales & Services (ICSS) 11, 35
-- Netherlands 12, 17, 18
-- Poland (Polska Telefonia Cyfrowa/PTC) 12
-- UK (EE) 13
- European Aviation Network 36
- Executives
-- Al Saleh, Adel 42
-- Calian, John 11
-- Chupalov, Igor 13
-- Clauberg, Axel 15, 19, 26, 52
-- Goldenits, Walter 7
-- Höttges, Timotheus 13, 17, 25, 30, 39
-- Jacobfeuerborn, Bruno 12
-- Kahan, Irit 12
-- Kyllesbech Larsen, Kim 12
-- Leukert, Peter 12
-- Nafziger, Rolf 35
-- Nemat, Claudia 10
-- Rekasi, Tibor 12
-- Rickmann, Hagen 30
-- Schulte-Sprenger, Bernd 12
-- Sievert, Mike 47, 49
-- van der Walt, Mardia 11
-- van Lammeren, Tisha 12
-- Wössner, Dirk 32
- Ex-executives
-- Snoep, Marieke 12
- Germany 7, 8, 11, 12, 25, 30, 31, 32, 33
- Investments
-- Magyar Telekom (see separate) 12, 22, 23, 24, 36
- Product and Innovation
-- hubraum 9, 18
-- Telekom Innovation Laboratories (T-Labs) 11, 12, 18
- Products and services
-- EntertainTV 33
-- immmr 8
-- QIVICON 26, 27
-- Smart Speaker 27
- Strategy
-- Connected Home 12
- Systems Solutions 13, 37, 53
- Telekom IT 11
- T-Systems 8, 12, 13, 38, 41, 43, 44, 53
-- Detecon 44
-- Deutschland 13
- Satellic 39
- South Africa 13
- Toll4Europe 38, 39, 53
- Technology
-- 5G
-- haus 22
-- Toll Collect 38, 39, 40, 53
- USA 13, 22, 33, 47, 48, 49, 50, 51, 54
Deutsche Telekom Capital Partners 6, 7, 8, 9, 18, 24, 52
Deutsche Telekom Strategic Investments 8
DSP Group 27

E

Emblaze Group
- European Telecom 13
Ericsson 10, 12, 51
Europe
- Austria 39
- Belgium 24, 39
- Commonwealth of Independent States (CIS) 13
- Croatia 8
- Czech Republic 36, 53
- France 14, 24, 39
- Germany 6, 7, 8, 9, 11, 12, 13, 14, 15, 24, 26, 27, 29, 30, 31, 32, 33, 39, 40, 41, 53
-- Bundesnetzagentur für Elektrizität, Gas, Telekommunikation, Post und Eisenbahnen (BNetzA, RegTP, FNA, or German Federal Network Agency) 31, 53
-- Government 39
- Hungary 8, 12, 23, 24, 36, 53
- Netherlands 17, 52
-- Ministry of Economic Affairs 18
- Poland 39
- Portugal 31
- Spain 31
- Sweden 8, 12, 17
- Switzerland 25
- Turkey 23
- United Kingdom (UK) 13, 15, 23, 24, 31
-- Office of Communications (Ofcom) 31
European Telecommunications Network Operators' Association (ETNO) 13, 17
European Union 38, 52
European Commission 17, 18

F

Facebook 22, 23, 24, 26
- Telecom Infra Project 19, 26, 52
Fireglass 18
Fornova 18
France Télécom 13, 17
- Orange 13, 14, 22, 23, 24, 27, 52
- UK (see EE, DT) 13
Fraunhofer Institute 27, 43

G

Goldman Sachs 47, 49, 51, 54
Green Party 40
GSM Association
- Mobile World Congress 21, 25
GSM Association (GSMA) 22

H

Hamburg Port Authority 43
Hewlett-Packard 22
High-Tech Gründerfonds 24
Huawei Technologies 15, 44

I

Infinera Corporation 22
Inmarsat 36
Intel 22, 23, 26

K

KPN 12, 18
- E-Plus 33

L

LivePerson 48

M

Magyar Telekom (see DT) 12, 22, 23, 36
Market segments
- Machine-to-machine (M2M) 35
- Mobile virtual network operator (MVNO) 36
Mavenir Systems 21, 23
MetroPCS Communications Inc.
- Carter, Braxton 48, 51
Microsoft 13
Middle East 13
- Israel 9, 12, 18
Morphisec 18
MTN 23

N

Nokia 23, 36, 51
NTT 22, 41
Nuance Communications Inc. 27

O

Open Handset Alliance (OHA)
- Android 9
Opera Software 9
Osram 26

P

Parallel Wireless 23
Partner Communications, Israel 13

Q

Quantum Corp. 25

R

Ranovus 9
Red Hat 12
Royal Dutch Shell plc 38, 53

S

SafeBreach 18
Salesforce 13
SAP 41, 42, 43, 53
Skorpios Technologies 9
SK Telecom 11, 23, 24, 25, 52
Sonae SGPS 9
Sprint Corporation 49, 50, 54
Starbucks Corp. 13
Swisscom 6

T

Target Corporation 42
Technology
- 2G 31
-- GSM 22
- 3G 31, 32
-- Evolved HSPA (HSPA+/I-HSPA)
-- MIMO 50
- 4G 22, 26, 31, 32, 33, 50, 51
-- Long Term Evolution (LTE) 23, 26, 36, 49
- 5G 11, 13, 15, 17, 18, 21, 22, 23, 25, 26, 31, 32, 33, 35, 50, 51, 53
- Blockchain 11
- CRM 6, 8, 52
- CWDM 22
- Ethernet 23
- Fibre 7, 23, 30, 31, 32, 33, 51, 53
- FTTH 53
- IP 7, 15, 19, 26
- IPTV 33
- Linux 21
- M2M 35
- Narrowband Internet of Things (NB-IoT) 43
- NGN 33
- OpenStack 21, 44
- RAN 12, 20, 21, 23
- R&D 7, 11, 12, 14, 24, 25
- Spectrum 31
-- 700 MHz 18
-- 2100 MHz 18, 52
Tele2 17, 18, 52
- Netherlands 17
Telecom Italia 23
- Telecom Italia Mobile 22
Telefonica Group 19, 20, 22, 23, 32, 33, 36, 53
- Europe
-- Czech Republic 36
TeleManagement Forum
- TM Forum 12, 13
Telstra 23

V

Venfin Ltd
- Tracker Network (Proprietary) Limited (TRACKER) 43, 52
Verizon Communications 21, 50
VINCI Group
- Cofiroute, S.A. 39
Vodafone 19, 20, 21, 22, 23, 33, 36
- Africa, Middle East, and Asia Pacific Region (AMAP)
- India 23
- Europe Region
-- Czech Republic 36
-- Germany 33

Z

ZenMate 9
ZTE Corp. 15

  • TMUS claims a positive response to new care model that contrasts with Group’s leaning towards customer care automation.

T-Mobile US (TMUS) revealed it is to expand its new Team of Experts customer care system to overseas call centres.

Speaking during September 2018’s Goldman Sachs Communacopia Conference, Mike Sievert, TMUS’s President & Chief Operating Officer, said that from early-2019, the ‘hands-on‘ support offering will be extended to call centres based outside the USA, which serve TMUS customers outside of normal hours. “We’re going to be taking this concept and matching each domestic Team of Experts with one that’s overseas that handles the overnight hours, so that 24 hours-a-day, our customers will be handled by the same model”, he added.

It is not clear where TMUS’ overseas call centres are based, and whether other Deutsche Telekom (DT) units are involved. Nor is it evident whether other Group NatCos have plans to copy the Team of Experts concept. DT has indicated interest in taking learnings from TMUS’ customer care advances, such as devolution of profit-and-loss accountability to support functions (Deutsche Telekomwatch, #74). However, it has not revealed specific interest in the scheme itself, and in European markets is clearly directing investment more towards generating support efficiencies through automation and streamlining.

Traction claimed

TMUS executives used Communacopia to claim positive early results from the Team of Experts initiative, which was unveiled in August 2018, as part of TMUS’s Un-Carrier Next scheme, and is evidently set against other operators’ (including DT’s) increasing use of ‘bots‘ in customer care (Deutsche Telekomwatch, #75).

Sievert said that in TMUS’ last fiscal quarter (presumably to 30 September 2018), the system had helped the NatCo experience the “highest rates of customer satisfaction in the history of any player in our industry, as measured by Net Promoter Scores or Nielsen customer satisfaction scores… [and the] lowest cost-to-serve”. He asserted that the call-back rate had fallen because customers were being taught how to make use of the operator’s digital capabilities through its new app. He also described the existing customer care approach taken by other operators as a “broken model”, which took “patented technology on call routing, measurement systems”, training, and a change in culture to break free from. Illustrating this point, Sievert said TMUS had worked on the new approach for two-and-a-half years before rolling it out nationwide.

TMUS Chief Financial Officer Braxton Carter predicted that, after fuelling an initial increase in investment, the offering is expected to save costs after 12-15 months through a “significant” reduction in call backs, alongside an increase in customer satisfaction. It is not clear how this marries with Sievert’s comment regarding TMUS’ reduction of cost-to-serve expenses.

In September 2018, TMUS customer messaging partner LivePerson revealed its LiveEngage platform is enabling messaging for the Team of Experts (Deutsche Telekomwatch, #76).

Image: T-Mobile US

Sign up to receive more from Deutsche Telekomwatch

Deutsche Telekomwatch

Information and Insight into Deutsche Telekom, its people, deals and strategy that you won’t find anywhere else

Telco insight for Telco leaders - making information work for you to help you get ahead

Teams that use Deutsche Telekomwatch accelerate and grow their business faster....

WHAT'S INSIDE the FULL REPORTS?

Insider information and analysis that you will not find anywhere else, including:

  • Strategy and objectives.
  • Vendor partnerships.
  • People movements.
  • Deals and trends.
  • Industry and analyst events/activity.

"I regularly find current activities I was not aware of” - VP, Deutsche Telekom

CRITICAL AREAS of focus include:

  • Challenges/Opportunities.
  • Disruption and change.
  • Strategy and objectives.
  • Contracts and deals.
  • Innovation.
  • OPEX/capex.
  • Technology developments.

“Deutsche Telekomwatch gives me a global vision of what is coming and what is happening now... and if this could affect me” - Business Manager, Ingram Micro

EXCLUSIVE INSIGHTS uncovered to help you:

  • Get ahead of rivals and colleagues.
  • Open doors, find more deals, faster.
  • Go native as the expert on DTAG.

"Deutsche Telekomwatch provides me with a comprehensive overview of important DT activities within a single source, saving me time having to search for it” - Account Director, Juniper

Click here to download a sample to evaluate.