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.
The company started its life helping mobile operators alleviate network congestion due to high-bandwidth services like video. It's now helping MNOs â and their content partners â deliver a better video experience.
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.
Video continues to swamp mobile networks, creating a crisis situation for operators. The ways of managing it - and if possible, monetizing it - have changed significantly in the past year. Mobile operators must take note.
Customer experience management (CEM) and big data initiatives are extremely valuable strategies. Operators must be able to learn from customer expectations, as well as track, monitor and respond to any change. Investments in telecom infrastructure and online channels to support customersââ¬â¢ increasingly digital lifestyles must focus on more than network quality of experience -- they must also aim to garner insight to improve marketing and customer care.
Traffic management is an important tool to prevent video traffic from overrunning a cell site. Vasona Networks bets it has the smarts to step in during periods of congestion and intelligently shape demanding video flows. But will mobile operators buy into yet another in-line data system?
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