Analytics to Emerge as a Major Shaping Force Transforming Customer Experience in the Telco Sector
In light of increasing competition from Over-the-Top (OTT) vendors, customer experience has become the most important factor in decision making for Communication Services Providers (CSPs) to remain customer centric. Additionally, with rising cost pressures, many CSPs are turning to alternative means for call routing and customer support.
At the same time, Big Data analytics and cognitive intelligence are the emerging technological trends shaping customer experience in the telco sector as well. The rise of Big Data is driving new technologies to capture and analyze large data volumes with advanced data visualization and analytics capabilities. Included in customer experience analytics are the abilities to synthesize operational, usage, and revenue data, to develop customer profiles that can be deployed to enhance the Quality of Experience (QoE), reduce churn, and drive marketing initiatives, among others.
Meanwhile, the growth of cognitive intelligence has massive implications for use in offering personalized customer support real-time, for instance, in the areas of campaign management. With improvements in conversational Artificial Intelligence (AI), another key use case of cognitive intelligence is also in virtual assistants, for effective routing and customer support.
Cloud computing will increasingly serve as the enablement of customer experience, by providing a platform for the collation of customer interaction data to enable a unified 360 view of the customer. Many operators are also utilizing cloud computing to tap into the benefits that a cloud model provides (e.g., on-demand scalability, lowering of IT infrastructure and maintenance costs)
While traditional OSS/BSS vendors (e.g., AsiaInfo, Ericcson, Amdocs, Oracle) are still major market participants in the OSS/BSS suite, Born in the Cloud (BiTC) companies (e.g., Salesforce) are emerging to be key contenders in the customer experience solutions space targeted at telco companies. These BiTC companies are paving the way in introducing innovations in customer experience solutions (e.g., AI-enabled customer relationship management solutions), among others.
How can CSPs create new or additional monetization opportunities, given the movement toward the exponential growth of Big Data analytics, rise of cognitive intelligence, and increasing adoption of cloud platforms for OSS/BSS solutions? At the same time, what are some other key growth opportunities that CSPs can create, amid the increasing competition posed by OTT vendors and the changing landscape of the traditional OSS/BSS environment?
Some Key Questions This Study Will Answer: • Where are the key spending focus areas for Customer Experience in the APAC telco sector?
• In which geographies is growth concentrated in for customer experience investments in the APAC telco sector?
• What are the key trends shaping customer experience in the APAC telco sector?
• What is the competitive ecosystem and which are the key participants?
• What are the future growth opportunities and how should telcos take action?
Our reports have been used by over 10K customers, including:
The global openstack service market exhibited strong growth during 2015-2020. Looking forward, the analyst expects the market to grow at a CAGR of 27.4% during 2021-2026. Keeping in mind the uncertainties of COVID-19, we are continuously tracking and evaluating the direct as well as the indirect influence of the pandemic...
Artificial Intelligence (AI) and Big Data Analytics (BDA) in Telecomm Industry, 2021 Update - Market Overview, Technology Ecosystem, Telco Use Cases and Monetisation Strategies Summary ‘Artificial Intelligence (AI) and Big Data Analytics (BDA) in Telecomm Industry, 2021 Update’ provides an executive-level...
This research service provides the data collected through an online survey of 804 IT and telecom decision makers across customer size segments, industries, and world regions. The survey was conducted in November and December 2020 and the following respondents qualified. • IT/telecom decision makers in organizations with more than 10 employees •...
Report Scope: In this report, the market has been segmented based on communication infrastructure, network architecture, core network technology, operational frequency, end-user and geography.The report provides an overview of the global market for 5G infrastructure and analyzes market trends. Using 2020 as the...
"Mobile handset data and ICT services will provide the key opportunities for operator business revenue growth in Slovakia between 2020 and 2025." This report provides an outlook on the telecoms and ICT services market in Slovakia for micro, small, medium-sized and large businesses. It contains forecasts for fixed and...
The Management Decision Market is expected to register a CAGR of 15.26% over the forecast period 2021 - 2026. The outbreak of COVID-19 has caused immense secondary effects on many economies. Some companies are seeing shutdowns of their supply chains, while others face extreme demands, leading to disrupted workforces and changed communication...
The employment screening services market in Europe is expected to grow from US$ 1,053.28 million in 2021 to US$ 1,457.39 million by 2028; it is estimated to grow at a CAGR of 4.7% from 2021 to 2028. Surge in mobile workforce and job immigrants owing to globalization is bolstering the market growth in the region. Globalization has resulted...
Managed Services Market, Global Forecast, COVID-19 Impact, Industry Trends, Growth, Opportunity Company Overview, Sales Analysis Around the world, managed services are becoming increasingly popular with businesses. People are adopting managed services to better organize operate and safeguard their...
167 pages •
By Global Industry Analysts
• Jul 2021
Abstract: Global Submarine Optical Fiber Cables Market to Reach $30.8 Billion by 2026 The ongoing COVID-19 pandemic has elevated the role and importance of telecommunication industry services. Healthcare entities, government agencies, commercial enterprises, and even the general consumers...
Stationary lead acid batteries (LABs) have been used for nearly 140 years to power various small and large applications.Over the last 5 decades, these batteries have become the standard source of power not only for automobiles but also for gensets, UPS systems, and other equipment. Low price, ease of recyclability, and user-friendliness...
You can change your Cookie Settings at any time but parts of our site will not function correctly without them.