1. CLOUD TECHNOLOGIES ENABLING CUSTOMER EXPERIENCE IN THE ASIA-PACIFIC TELECOMMUNICATIONS SECTOR, 2017
Executive Summary
Key Findings

Market Definitions and Scope
Terminology
Market Definitions
Subscriber Management Explained
Customer Relationship Management Explained
Customer Interaction Explained
Overview of OSS/BSS Environment

Background
Customer Experience in the Telco Sector—Key Spend Focus Areas, 2017
Asia-Pacific Growth Concentration for Customer Experience Investments in the Telco Sector

Key Market Insights
Trend 1—Growing Use of Analytics to Drive Proactive and Personalized Customer Experience
Use Cases of CSPs Adopting Analytics to Drive Proactive and Personalized Customer Experience
A Snapshot of Some Offerings from Solution Vendors
Trend 2—Movement Toward Omni-channel Integration
A Snapshot of Some Offerings from Solution Vendors
Trend 3—Use of Virtual Assistants
Developments in Foundational Technology are Driving High-performing Virtual Assistants
A Snapshot of Some Offerings from Solution Vendors

Cloud as a Delivery Model for Customer Experience Management Solutions
Cloud Will Increasingly Become an Enabler of Customer Experience and Other OSS/BSS Solutions
How do Cloud Platforms Enable Customer Experience and Other BSS Solutions?
How do Cloud Platforms Enable Customer Experience Management?

Company Profiling
Overview of Vendors
Amdocs
AsiaInfo
Convergys
CSG
Ericsson
Huawei
IBM
Microsoft
Nokia Networks (Alcatel-Lucent)
Oracle (NetSuite)
Salesforce
SAP

Growth Opportunities and Companies to Action
Growth Opportunity 1—Big Data Analytics Capabilities
Growth Opportunity 2—Integration of Cognitive Intelligence to Personalize Customer Support in Real Time
Growth Opportunity 3—Use of Virtual Assistants
Growth Opportunity 4—Partnerships with Born-in-the-cloud Vendors to Augment Customer Experience Solutions
Growth Opportunity 5—Look to Public Cloud Platforms to Obtain Pre-integrated CX Solutions
Strategic Imperatives for Success and Growth
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