Communications service providers (CSPs) know there are a ton of opportunities for market growth and operating efficiencies, through better customer service delivery, network optimization and process automation, but they are less optimistic about being able to take advantage of them, according to new research.
The research surveyed executive and senior management from a range of CSPs from diverse geographies and across multiple service sectors including wireless, consumer broadband, and enterprise and wholesale.
While many were positive about the potential of new technologies and services to attract and retain customers, they were less confident about their ability to deal with increasing complexity.
Particular concerns included: how to manage services that span multiple providers' networks; intelligent mechanisms to offload booming wireless broadband traffic to fixed networks; and the limitations of CRM for understanding complex service/device/network information.
The research surveyed executive and senior management from a range of CSPs from diverse geographies and across multiple service sectors including wireless, consumer broadband, and enterprise and wholesale.
While many were positive about the potential of new technologies and services to attract and retain customers, they were less confident about their ability to deal with increasing complexity.
Particular concerns included: how to manage services that span multiple providers' networks; intelligent mechanisms to offload booming wireless broadband traffic to fixed networks; and the limitations of CRM for understanding complex service/device/network information.
