31 August, 2020

The 8 pillars of a complete Customer Relationship Management System

By: Omar Abdul-Hafiz

Over the years, customer-centricity has proven to be a highly effective approach to running your business, in fact even much more so than product-centricity. And this exactly how things should be since after all, no matter how great your products or services are, you will unlikely be able to market them to an unhappy customer. For this reason, you must obtain a deep and accurate understanding of your customer’s persona, their needs, wants, and even pet peeves. Afterwards, you should also plan your entire CRM strategy so as to accommodate all these details. And this fact is no less true in the telecom sector. 

In an article earlier this year, we explored in some detail what it means to have a customer-centric business strategy. One of the points mentioned briefly is the use of high-end CRM software to help facilitate your Customer Relationship Management process. And in this article, we will take a look at the main features that you should look for when choosing a CRM system that suits your telecom business, or any company in general.

27 August, 2020

Top 5 crucial points you should know about interconnect billing systems

 By: Cesilia Faustina

Interconnect billing is becoming more complex with the advancements of carriers, pricing structures and increase of traffic. It is more crucial than ever for communication service providers to ensure accuracy and efficiency of their interconnect arrangements. Effective interconnect arrangements have become key to the operations of an increasingly wide range of services. 

Thanks to the increasing number of operators throughout the decade, we are also seeing more interconnect occurring as well. This is driving the competition within the telecom sector and interconnection is now a critical factor for the viability of the telecom competition. It is for this reason that proper interconnection arrangements are needed, while inadequate interconnection arrangements will only cause additional cost, technical problems, as well as inconvenience for businesses and consumers.

24 August, 2020

How to take your customer engagement strategy one step further

By: Omar Abdul-Hafiz

Imagine the following scenario. You buy a product or service from a local CSP. You start using it and everything seems fine until one day you face a certain problem. So you open your email and write them a letter explaining your problem in detail. A few days pass and no response comes from them, so now you decide to follow up with them by phone, only to find out that the customer service representative has no idea about the email you sent a few days ago, so you have no choice but to explain your problem all over again.

This is a situation nearly all of us have been through, and we usually tend to blame it on the weakness or lack of proper administration, thus often causing us to dismiss this CSP as bad a not worthy of our money. But, why don’t we ask ourselves what exactly happened there?

20 August, 2020

How can digitalization minimize security concerns in customer onboarding?

By: Cesilia Faustina

The mobile industry is a powerful one with no signs of slowing down. With a global subscriber base that surpasses 5 billion in 2017, this industry is creating great opportunities for expanding the digital landscape. Thanks to the power of digitalization, many mobile providers are able to reach greater areas when it comes to providing people with mobile services.

In addition, let us remember that our culture now revolves around the mobile industry, to not have a mobile phone is to commit communication suicide. So, of course, mobile providers are constantly going to be an important part of our lives, and the aim to reach people of all corners of the world is no joke. Service providers aim to reach everybody from the low to the high-income citizens, and digitalization is making that possible.

19 August, 2020

Drink! You should be drinking more water!

By: Ola Azzouqa

According to the USGS, water covers about 71 percent of the Earth's surface. Water also exists in the air as vapour. Thanks to the water cycle, our planet's water supply is constantly moving from one place to another and from one form to another. 

Freshwater is necessary for the survival of all living beings on Earth. All oxygen-dependent organisms need water for the respiration process. Some beings, such as fish, cannot breathe outside water. Plants need water to grow as it activates the process of germination, it also softens the seed making it easier for the plant to break through by transporting important nutrients through the plant. 

17 August, 2020

Why order management systems are the number one telecom tool

By: Cesilia Faustina

The telecom industry is becoming more complex. We are seeing greater demands from people of all sectors, increasing up-time for various services and let’s not forget about supporting both Cloud and non-Cloud deployments. As the telecom industry is advancing, so is the complexity of services, and let’s be honest, most telecom providers have enough on their plates without having to deal with more demands and requirements, let alone having to deal with offering multi-vendor product offerings. This brings us to the convenient world of order management systems.

The global telecom order management market size was valued at $2,245.18 million in 2018 and is projected to reach $6,500.46 million by 2026, according to a report by Allied Market Research. Order management systems are becoming a top priority in the communications field, with constant predictions of growth and improvements. If you’re not already on the OMS waggon wheel, then it’s time to get on board.

13 August, 2020

6 major features to look for in a telecom product catalog management system

By: Omar Abdul-Hafiz

What is the first thing that catches your attention when you set down at a comfy table in a fancy restaurant? Is it the silky table cloth? That big beautiful chandelier in the middle of the dining hall? Perhaps. Yet despite the importance of these items and the beauty and prestige they bring to the place, there is something more essential than all of these things. It’s the menu. 

Naturally, the menu is the most vital element in any decent restaurant. Being the primary interface that presents the restaurant’s products to the customer, creating and perfecting the menu is an essential process. It needs to be consistent and appealing so that it intrigues customers’ appetite.

10 August, 2020

6 essential points to consider when choosing a BSS suite for your business

By: Omar Abdul-Hafiz

The telecommunications industry is one of the biggest and most competitive sectors in the world today. It is characterized by a complex and interwoven grid of providers and business partners that all contribute to the overall value of the final product. In other words, instead of the traditional value chain, we are now looking at something more of a value fabric.

In light of this, a plethora of factors go into running a thriving and successful telecom business, and talking about them all could go on almost ad infinitum. But perhaps one of the most important elements of success in telecom would be implementing a powerful BSS software suite that best caters to the specific needs of your telecom enterprise.

06 August, 2020

The 5 Must Have Software Systems in Every Organization

By: Lana Bawa'neh

There is no doubt that technology is a key factor in almost every business nowadays. Not only in businesses, but it has made our lives much easier than ever before. Technology has been and will continue to be an essential part of our lives. 

These days, a lot of organizations and companies are investing in advanced software systems to get their work done quicker with higher efficiency. These tools were made to stimulate growth and make businesses more competitive.

In this day and age, these companies depend greatly on these software systems and it’s becoming more and more uncommon to be seen not using them. So, whether you are starting a new business or you already have one, software tools are the way to go. In fact, there are some must-have software systems that you need to have in your organization to bring out the best for your business.

03 August, 2020

Why you should use a digital wallet

By: Ola Azzouqa

By now, you have probably heard about new payment methods such as e-payments and digital wallets. Digital wallets allow users to make quick payments using their mobile devices, where they can store their payment information in one convenient place, that is their digital wallet.

This payment method has been gaining popularity in the past few years. It represents a shift in payment methods for goods and services away from traditional cash and cards towards a digitalised payment method.

So, what is a digital wallet? 

Investopedia defines a digital wallet as a software-based system that securely stores users' payment information and passwords for numerous payment methods and websites. By using a digital wallet, users can complete purchases easily and quickly with near-field communications technology.

About ESKADENIA Software

ESKADENIA® Software is a three-time MENA Award Winner & CMMI® level 3 certified company that is active in the design, development and deployment of a range of software products in the Telecom, Insurance, Enterprise, Education, Healthcare, and Internet application areas. The company is based in Jordan and has sales activities in Europe, the Middle East and Africa; more than 85% of its sales are exported to the global market. For more information, visit, or contact us at