Cloud Technologies Enabling Customer Experience in the Asia-Pacific Telecommunications Sector, 2017

Analytics to Emerge as a Major Shaping Force Transforming Customer Experience in the Telco Sector

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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 synthes

Table of Contents

Cloud Technologies Enabling Customer Experience in the Asia-Pacific Telecommunications Sector, 2017Executive SummaryKey FindingsKey Findings (continued)Market Definitions and ScopeTerminologyMarket DefinitionsSubscriber Management ExplainedCustomer Relationship Management ExplainedCustomer Interaction ExplainedOverview of OSS/BSS EnvironmentBackgroundCustomer Experience in the Telco Sector—Key Spend Focus Areas, 2017Asia-Pacific Growth Concentration for Customer Experience Investments in the Telco SectorKey Market InsightsTrend 1—Growing Use of Analytics to Drive Proactive and Personalized Customer ExperienceUse Cases of CSPs Adopting Analytics to Drive Proactive and Personalized Customer ExperienceA Snapshot of Some Offerings from Solution VendorsTrend 2—Movement Toward Omni-channel IntegrationA Snapshot of Some Offerings from Solution VendorsTrend 3—Use of Virtual AssistantsDevelopments in Foundational Technology are Driving High-performing Virtual AssistantsA Snapshot of Some Offerings from Solution VendorsCloud as a Delivery Model for Customer Experience Management SolutionsCloud Will Increasingly Become an Enabler of Customer Experience and Other OSS/BSS SolutionsHow do Cloud Platforms Enable Customer Experience and Other BSS Solutions?How do Cloud Platforms Enable Customer Experience Management?How do Cloud Platforms Enable Customer Experience Management? (continued)How do Cloud Platforms Enable Customer Experience Management? (continued)How do Cloud Platforms Enable Customer Experience Management? (continued)Company ProfilingOverview of VendorsOverview of Vendors (continued)AmdocsAsiaInfoConvergysCSGEricssonHuaweiIBMMicrosoftNokia Networks (Alcatel-Lucent)Oracle (NetSuite)SalesforceSAPGrowth Opportunities and Companies to ActionGrowth Opportunity 1—Big Data Analytics CapabilitiesGrowth Opportunity 2—Integration of Cognitive Intelligence to Personalize Customer Support in Real TimeGrowth Opportunity 3—Use of Virtual AssistantsGrowth Opportunity 4—Partnerships with Born-in-the-cloud Vendors to Augment Customer Experience SolutionsGrowth Opportunity 5—Look to Public Cloud Platforms to Obtain Pre-integrated CX SolutionsStrategic Imperatives for Success and GrowthLegal DisclaimerThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition—Future of Your Company & CareerGlobal PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy




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