Welcome!

News Feed Item

Analytics to Drive Big Changes in Telco CEM, Heavy Reading Finds

Emerging, holistic systems to enable CEM-driven telcos that leverage customer experience analytics to improve customer service, increase customer satisfaction and enhance profitability

NEW YORK, March 6, 2014 /PRNewswire/ -- Customer experience management (CEM) is poised for significant growth this year in the telecom sector, as more operators look to deploy holistic CEM systems that use analytics to improve customer service, increase customer satisfaction and enhance profitability, according to a major new report from Heavy Reading (www.heavyreading.com), the research division of Light Reading (www.lightreading.com).

The CEM-Driven Telco: Next Steps for Adoption looks at the state of the CEM market from both operator and vendor perspectives and explores the next steps in telco adoption of CEM. The benefits of CEM in terms of churn prevention, new upselling opportunities and new customer acquisition through customer advocacy are now well documented. Telcos are at a critical point in their relationship with customers, and 2014 is set to be a key year for grasping the opportunity to improve their market standing.

As telcos increase their interest in and spending on CEM, growing numbers of vendors are polishing their CEM stories and/or entering the CEM market. This report profiles nine leading CEM systems vendors that either have built or are working on CEM systems that give a holistic view of the customer across telco domains.

"Telco spending on CEM is rising as more operators understand what CEM is and the benefits it can bring," explains Caroline Chappell, Senior Analyst with Heavy Reading and author of the report. "There are tremendous opportunities for telcos that get CE right, in terms of winning market share, creating customer stickiness and improving profitability and ARPU."

However, the automation of the CEM-driven telco is still in its infancy, Chappell notes. "Vendors and operators are using CEM system recommendations to drive process automation, but in very limited areas. Some vendors have developed sophisticated automation between their CEM and self-organizing network (SON) systems for near-real-time remediation of poor network experience, but vendors say most operator organizations can't support a high level of process automation yet."

Key findings of The CEM-Driven Telco: Next Steps for Adoption include the following:

The main barrier to CEM adoption is the difficulty of securing cross-organizational cooperation. Telcos still find it difficult to institute cross-domain sharing of data, establish a single view of the customer truth and tame BI/analytics tools and data sprawl.

The emerging TM Forum CEM models and Metrics Framework will help to formalize industry CEM practices. These models and framework may be largely vendor-driven and untested at present, but they do offer a common language and benchmarks for CEM that will help operators in need of a starting point. The TMF is soliciting feedback from a wide range of operators, which will help validate these tools.

Analytical applications that discover insights and generate recommendations within different operator domains are the new CEM vendor battleground. This is where the value within a CEM system resides, and CEM system vendors are competing to provide the broadest set of analytical applications that address the widest number of domains and the most "value-added" CE analytics that work out of the box.

CEM is becoming a large vendor market as smaller vendors are acquired. These include companies that can fill gaps in the domains that such vendors can address (such as Amdocs' acquisition of Actix), or that help CEM system vendors productize solutions that were largely based on generic technologies and custom engagements (such as IBM's acquisition of The Now Factory).

The CEM-Driven Telco: Next Steps for Adoption costs $3,995 and is published in PDF format. The price includes an enterprise license covering all of the employees at the purchaser's company.

For additional information, or to request a free executive summary of this report, please contact:

David Williams
Global Director of Sales, Research
Heavy Reading
858-829-8612
[email protected]

About Heavy Reading
Heavy Reading (www.heavyreading.com), the research division of Light Reading, offers deep analysis of emerging telecom trends to network operators, technology suppliers, and investors. Its product portfolio includes in-depth reports that address critical next-generation technology and service issues, market trackers that focus on the telecom industry's most critical technology sectors, exclusive worldwide surveys of network operator decision-makers that identify future purchasing and deployment plans, and a rich array of custom and consulting services that give clients the market intelligence needed to compete successfully in the global telecom industry.

About Light Reading
Light Reading (www.lightreading.com) combines its research-led online communities and targeted events portfolio to help those in the global communications industry make informed decisions. Lightreading.com is the ultimate source for telecom analysis for more than 350,000 subscribers each month, leading the media sector in terms of traffic, content, and reputation. Light Reading produces targeted communications events and focused one-day conferences each year for cable, mobile, and wireline executives across five continents.

SOURCE Heavy Reading

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
Deploying applications in hybrid cloud environments is hard work. Your team spends most of the time maintaining your infrastructure, configuring dev/test and production environments, and deploying applications across environments – which can be both time consuming and error prone. But what if you could automate provisioning and deployment to deliver error free environments faster? What could you do with your free time?
"We formed Formation several years ago to really address the need for bring complete modernization and software-defined storage to the more classic private cloud marketplace," stated Mark Lewis, Chairman and CEO of Formation Data Systems, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
Cloud analytics is dramatically altering business intelligence. Some businesses will capitalize on these promising new technologies and gain key insights that’ll help them gain competitive advantage. And others won’t. Whether you’re a business leader, an IT manager, or an analyst, we want to help you and the people you need to influence with a free copy of “Cloud Analytics for Dummies,” the essential guide to this explosive new space for business intelligence.
Manufacturers are embracing the Industrial Internet the same way consumers are leveraging Fitbits – to improve overall health and wellness. Both can provide consistent measurement, visibility, and suggest performance improvements customized to help reach goals. Fitbit users can view real-time data and make adjustments to increase their activity. In his session at @ThingsExpo, Mark Bernardo Professional Services Leader, Americas, at GE Digital, discussed how leveraging the Industrial Internet a...
Ixia (Nasdaq: XXIA) has announced that NoviFlow Inc.has deployed IxNetwork® to validate the company’s designs and accelerate the delivery of its proven, reliable products. Based in Montréal, NoviFlow Inc. supports network carriers, hyperscale data center operators, and enterprises seeking greater network control and flexibility, network scalability, and the capacity to handle extremely large numbers of flows, while maintaining maximum network performance. To meet these requirements, NoviFlow in...
When it comes to cloud computing, the ability to turn massive amounts of compute cores on and off on demand sounds attractive to IT staff, who need to manage peaks and valleys in user activity. With cloud bursting, the majority of the data can stay on premises while tapping into compute from public cloud providers, reducing risk and minimizing need to move large files. In his session at 18th Cloud Expo, Scott Jeschonek, Director of Product Management at Avere Systems, discussed the IT and busin...
There will be new vendors providing applications, middleware, and connected devices to support the thriving IoT ecosystem. This essentially means that electronic device manufacturers will also be in the software business. Many will be new to building embedded software or robust software. This creates an increased importance on software quality, particularly within the Industrial Internet of Things where business-critical applications are becoming dependent on products controlled by software. Qua...
In addition to all the benefits, IoT is also bringing new kind of customer experience challenges - cars that unlock themselves, thermostats turning houses into saunas and baby video monitors broadcasting over the internet. This list can only increase because while IoT services should be intuitive and simple to use, the delivery ecosystem is a myriad of potential problems as IoT explodes complexity. So finding a performance issue is like finding the proverbial needle in the haystack.
"We host and fully manage cloud data services, whether we store, the data, move the data, or run analytics on the data," stated Kamal Shannak, Senior Development Manager, Cloud Data Services, IBM, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
With the proliferation of both SQL and NoSQL databases, organizations can now target specific fit-for-purpose database tools for their different application needs regarding scalability, ease of use, ACID support, etc. Platform as a Service offerings make this even easier now, enabling developers to roll out their own database infrastructure in minutes with minimal management overhead. However, this same amount of flexibility also comes with the challenges of picking the right tool, on the right ...
DevOps at Cloud Expo – being held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA – announces that its Call for Papers is open. Born out of proven success in agile development, cloud computing, and process automation, DevOps is a macro trend you cannot afford to miss. From showcase success stories from early adopters and web-scale businesses, DevOps is expanding to organizations of all sizes, including the world's largest enterprises – and delivering real results. Am...
"This week we're really focusing on scalability, asset preservation and how do you back up to the cloud and in the cloud with object storage, which is really a new way of attacking dealing with your file, your blocked data, where you put it and how you access it," stated Jeff Greenwald, Senior Director of Market Development at HGST, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
The 19th International Cloud Expo has announced that its Call for Papers is open. Cloud Expo, to be held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, brings together Cloud Computing, Big Data, Internet of Things, DevOps, Digital Transformation, Microservices and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportuni...
Large scale deployments present unique planning challenges, system commissioning hurdles between IT and OT and demand careful system hand-off orchestration. In his session at @ThingsExpo, Jeff Smith, Senior Director and a founding member of Incenergy, will discuss some of the key tactics to ensure delivery success based on his experience of the last two years deploying Industrial IoT systems across four continents.
“We're a global managed hosting provider. Our core customer set is a U.S.-based customer that is looking to go global,” explained Adam Rogers, Managing Director at ANEXIA, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.