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AT&T to Offer Bill Credits for Outages to Enhance Customer Satisfaction

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AT&T announced a new initiative on Wednesday to offer bill credits for network outages as part of its efforts to improve customer satisfaction and restore trust in the company. This comes after the telecom industry experienced significant disruptions in 2024, including a nationwide wireless service outage in February, which lasted over 12 hours and affected millions of calls, including blocking 911 emergency services.

In response to the February outage, AT&T provided affected customers with a full day of service credit. The latest initiative, called the “AT&T Guarantee,” will automatically offer bill credits to customers who experience network interruptions. Fiber users who face outages of 20 minutes or more, and wireless customers who encounter disruptions lasting 60 minutes or longer, will receive a credit equivalent to one full day of service.

This move is part of AT&T’s ongoing efforts to rebuild customer trust after a period of losing market share. Jenifer Robertson, executive vice president of AT&T Mass Markets & Mobility, emphasized that the company had been focused on regaining trust through improvements in pricing, products, and promotional offers.

The “AT&T Guarantee” initiative, which will launch Thursday, reflects the company’s commitment to offering reliable connectivity. AT&T has topped customer satisfaction rankings for business wireless service among large enterprises for three consecutive years, according to J.D. Power.

AT&T has invested more than $140 billion in its network and nearly a billion dollars in customer care and operations since 2019, aiming to further improve its service and customer experience.

 

Tech Mahindra Focuses on Expanding BFSI Segment to Close Gap with Larger Rivals

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Tech Mahindra, India’s fifth-largest software services exporter, is intensifying its efforts in the banking, financial services, and insurance (BFSI) sector to bridge the revenue gap with its larger competitors. CEO Mohit Joshi, who took charge in December 2023 after two decades at Infosys, aims to increase the contribution of BFSI to Tech Mahindra’s total revenue from 16% to 25% by March 2027.

Focus on BFSI Expansion

Joshi acknowledges that while the company has historically relied on telecom clients for revenue, the BFSI sector represents a more lucrative and growing opportunity. India’s $254 billion IT sector sees some peers generate as much as a third of their revenue from BFSI, and Joshi intends to ensure Tech Mahindra captures a larger share of this market. “We still have a lot of room to catch up,” he noted.

Targeting Core Banking and Insurance Services

Tech Mahindra will focus on key segments within BFSI, including core banking, payments, asset and wealth management, custodian services, and insurance. These areas are among the largest technology spenders, with large banks spending over $10 billion annually on tech services, making it a crucial area of growth for Tech Mahindra. Joshi’s leadership has already strengthened the company’s BFSI division to tap into these opportunities.

Role of Generative AI in BFSI

Joshi views generative artificial intelligence (GenAI) as an enabler rather than a threat to the tech services sector. He believes that AI will increase the demand for technology services, especially in sectors like BFSI, rather than diminishing the need for developers. “GenAI is the best spokesperson for why we need more money to be spent on technology,” Joshi said, adding that the demand for developers will continue to grow due to the increased complexity of tasks.

Human Element in Customer Service

While some fear AI could replace human roles in customer service, Joshi remains skeptical about a widespread shift to AI-driven contact centers. He emphasized that for critical issues, customers will still prefer human interaction over AI solutions.

 

Government Rules Against Satellite Spectrum Auction; Elon Musk Praises the Move

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On Tuesday, the government announced its decision to allocate spectrum for satellite broadband services through administrative means rather than an auction process. This announcement came just hours after Elon Musk publicly criticized the auction approach proposed by rival billionaire Mukesh Ambani, calling it “unprecedented.” The decision has sparked considerable discussion regarding the future of satellite broadband in India, a market projected to grow by 36% annually, potentially reaching $1.9 billion by 2030.

The spectrum allocation methodology has been a contentious issue, particularly given the fierce competition between the two billionaires and their respective ventures. Musk’s Starlink has been vocal about the benefits of administrative allotment, positioning it as part of a broader global trend towards simplifying access to satellite services. Starlink argues that this approach would allow for a faster rollout of satellite broadband, enabling more consumers to benefit from the technology without the delays often associated with auction processes.

On the other hand, Reliance, under Ambani’s leadership, contends that an auction is essential to establish a level playing field in the burgeoning satellite broadband sector. Reliance argues that current Indian laws do not adequately address how individuals can obtain satellite broadband services, making an auction necessary to ensure fair competition among providers. This divergence in opinion reflects deeper strategic differences in how each company envisions the future of satellite internet in India.

As the debate continues, the implications of this decision could significantly impact the landscape of satellite broadband in India. With Musk’s backing of the administrative process, there is potential for accelerated deployment of services by Starlink, while Reliance’s push for auction-based allocation raises questions about the feasibility of equitable access to this technology. The outcome of this rivalry not only shapes the competitive dynamics between these tech giants but also determines how satellite internet will evolve in a market eager for growth and innovation.