Telecom enterprises seek providers to help
them deliver better customer services and tap into new revenue
opportunities, ISG Provider Lens™ report says
Enterprises in the telecom, media and entertainment (TME)
industries are focusing their attention on retaining existing
customers by simplifying their platforms and enhancing user
experience, according to a new research report published today by
Information Services Group (ISG) (Nasdaq: III), a leading global
technology research and advisory firm.
The 2023 ISG Provider Lens™ Telecom, Media & Entertainment
Services report for North America finds that TME firms are placing
an increased emphasis on improving customer experience and
leveraging advances in digital technology to provide “more for
less.” Enterprises in North America are recognizing the importance
of adopting a customer-centric approach that can help them increase
customer satisfaction, reduce churn and stay competitive in a
rapidly evolving industry, the ISG report says.
“It is a tough operating climate for TME companies, where
customer requirements change rapidly,” said Jeff Cosby, partner and
media and communications industry lead for ISG. “Providers are
expected to implement automation for process optimization, free up
monetary resources and speed time to market by using real-time,
edge-based analytics.”
As enterprises strive to hold on to price-conscious subscribers,
the need for one platform, one bundle and one subscription has
become paramount, the ISG report says. This shift away from a
product-focused approach to a platform-based business model that is
collaborative, interactive and responsive not only simplifies the
enterprise territory but also the customer journey, the report
says. For their part, providers must be quick in integrating
cloud-connected ecosystems for cross-industry transformation and
monetization, ISG says.
An integrated data platform that leverages AI- and ML-based end
user and network data provides several key benefits for
enterprises. These include made-to-measure plans that use federated
data and dynamic query tools as well as the capability for
auto-discovery among active network elements from various vendors
for single-pane-of-glass observability, the ISG report says. From
the customer’s standpoint, remote integration capabilities on the
cloud provide the potential for real-time polls, chats and Q&A
sessions during live broadcasts, enhancing engagement, ISG
says.
“TME enterprises are making the transition from traditional
companies to tech companies,” said Jan Erik Aase, partner and
global leader, ISG Provider Lens Research. “In a hybrid or
multicloud environment, a tight coupling between business, network
and IT teams will be critical.”
The report also examines how enterprises are exploring GenAI use
cases around programmatic advertising, content generation, audience
engagement acceleration, customer service and content
recommendation.
For more insights into the challenges faced by TME enterprises
and advice for overcoming them, including how to balance the
growing need for partnerships with the challenge of increased
security threats, see the ISG Provider Lens™ Focal Points briefing
here.
The 2023 ISG Provider Lens™ Telecom, Media & Entertainment
Services report for North America evaluates the capabilities of 38
providers across four quadrants: Telecom Intelligent Business
Process Services (BPS), Telecom Managed and Next-Gen IT Services
(ITS), Media and Entertainment Intelligent Business Process
Services (BPS) and Media and Entertainment Managed and Next-Gen IT
Services (ITS).
The report names Accenture, HCLTech and TCS as Leaders in all
four quadrants, while Capgemini, Cognizant, Infosys and Tech
Mahindra are named as Leaders in three quadrants each. Cognizant,
Infosys, Tech Mahindra and Wipro are named as Leaders in two
quadrants each, while Genpact, IBM and Sutherland are named as
Leaders in one quadrant each.
In addition, LTIMindtree, Persistent Systems, Tech Mahindra and
Wipro are named as Rising Stars — companies with a “promising
portfolio” and “high future potential” by ISG’s definition — in one
quadrant each.
Customized versions of the report are available from
Hitachi.
The 2023 ISG Provider Lens™ Telecom, Media & Entertainment
Services report for North America is available to subscribers or
for one-time purchase on this webpage.
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant research series is the only
service provider evaluation of its kind to combine empirical,
data-driven research and market analysis with the real-world
experience and observations of ISG's global advisory team.
Enterprises will find a wealth of detailed data and market analysis
to help guide their selection of appropriate sourcing partners,
while ISG advisors use the reports to validate their own market
knowledge and make recommendations to ISG's enterprise clients. The
research currently covers providers offering their services
globally, across Europe, as well as in the U.S., Canada, Brazil,
the U.K., France, Benelux, Germany, Switzerland, the Nordics,
Australia and Singapore/Malaysia, with additional markets to be
added in the future. For more information about ISG Provider Lens
research, please visit this webpage.
A companion research series, the ISG Provider Lens Archetype
reports, offer a first-of-its-kind evaluation of providers from the
perspective of specific buyer types.
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading
global technology research and advisory firm. A trusted business
partner to more than 900 clients, including more than 75 of the
world’s top 100 enterprises, ISG is committed to helping
corporations, public sector organizations, and service and
technology providers achieve operational excellence and faster
growth. The firm specializes in digital transformation services,
including automation, cloud and data analytics; sourcing advisory;
managed governance and risk services; network carrier services;
strategy and operations design; change management; market
intelligence and technology research and analysis. Founded in 2006,
and based in Stamford, Conn., ISG employs more than 1,600
digital-ready professionals operating in more than 20 countries—a
global team known for its innovative thinking, market influence,
deep industry and technology expertise, and world-class research
and analytical capabilities based on the industry’s most
comprehensive marketplace data. For more information, visit
www.isg-one.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20240125024832/en/
Press: Will Thoretz, ISG +1 203 517 3119
will.thoretz@isg-one.com
Julianna Sheridan, Matter Communications for ISG +1 978-518-4520
isg@matternow.com
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