Communications service providers are morphing into digital service providers, requiring new technologies, ideas and approaches to enable a more 'digital' customer experience and deliver new network and over-the-top digital services. The Digital Service Provider (DSP) Enablement Market Map(TM) defines the categories that make up this evolving vendor and partner ecosystem.
We have tracked the maturation of the telco CEM market since 2008 as the vendor landscaped shifted from siloed, operational OSS/BSS legacy systems toward the adoption of network-driven insights to improve customer experience. CEM is key for operators as they focus on combining network-level data in an attempt to deliver a consistent, dynamic and transparent experience across all four dimensions of brand, products and services, channel, and delivery and operations.
Today's mobile services environment is a challenging one. Voice and SMS revenues have shrunk, while data monetization has moved to the forefront -- yet ARPU continues to shrink. To get back on a growth trajectory, mobile operators need to better use what they know about their customers and their behavior online -- and off -- and deliver more targeted, real-time offers pitching everything from core services such as data access and roaming to new over-the-top content and apps. In search of elusive incremental ARPU: Enter the 'offer-driven' operator.
Customer experience management is a top driver of telco transformation projects, as service providers look to differentiate based on intense competition. To meet industry challenges, LogNet Billing released its latest offering, claiming a modern approach to billing, service delivery and customer-experience management.
It was not a very well-kept secret that Amdocs was looking to buy Comverse's business support systems assets. Amdocs is known for its appetite for tech-driven deals. However, this acquisition was motivated by the target's key accounts, not tech.
The company's VerisO2P collaboration platform enables mobile network operators to partner with a larger number of smaller over-the-top companies. By enabling more partnerships in a relatively automated manner, AsiaInfo hopes to finally crack the code for successful MNO-OTT collaborations.
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