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Increasing Market Share by Addressing Customer Experience Metrics Insights from TBR’s Managed Services and TIS Research
 

Increasing Market Share by Addressing Customer Experience Metrics Insights from TBR’s Managed Services and TIS Research

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As confidence builds in the telecom suppliers’ ability to manage network operations, service providers are increasingly enlisting them to expand managed services to improve the customer experience ...

As confidence builds in the telecom suppliers’ ability to manage network operations, service providers are increasingly enlisting them to expand managed services to improve the customer experience of their subscribers. This new opportunity, which can enable participants to increase their share of the more than $20 billion managed services market, will be led by suppliers able to translate their solutions into key business objectives that address customer experience. For managed services suppliers this means moving beyond key performance indicators that address network quality and applying new and existing tools that address key quality indicators across both the telecom and IT infrastructure of the service providers.

During this webinar on customer experience metrics, Michael Sullivan-Trainor will described the new customer requirements in this expansion of the managed services opportunity, the size of the opportunity, and the positioning of the major suppliers. The Webinar also highlighted the latest findings of the Telecom Infrastructure Services program and its managed services research capabilities and answer questions like:

•How is the landscape changing for Managed Services and what does TBR think will happen next?
•What are the largest offerings in this market, and how are they being adopted?
•What are the trends in Managed Services across different geographies?

For more information contact us at marketing@tbri.com

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    Increasing Market Share by Addressing Customer Experience Metrics Insights from TBR’s Managed Services and TIS Research Increasing Market Share by Addressing Customer Experience Metrics Insights from TBR’s Managed Services and TIS Research Presentation Transcript

    • TBRT ECH N O LO G Y B U SIN ESS RESEARCH , IN C. TBR Webinar Managed Services Increasing Market Share by Addressing Customer Experience Metrics April 11, 2012
    • 2 TBR WebinarTBR 04.11.12 | www.tbri.com | ©2012 Technology Business Research Inc. 1. Few new networks 2. Retention and margin are the key objectives 3. Managed Services are critical to success 4. Experience metrics are the new levers of value Increasing Market Share by Addressing Customer Experience Metrics The Last Build
    • 3 TBR WebinarTBR 04.11.12 | www.tbri.com | ©2012 Technology Business Research Inc. Increasing Market Share by Addressing Customer Experience Metrics • 4 billion mobile phones in use • 3 billion are active SMS users • 1.2 billion active mobile-broadband subscriptions worldwide • Saturated developed markets • China already more than 40% penetration • Churn focus of competition 1. Few new networks
    • 4 TBR WebinarTBR 04.11.12 | www.tbri.com | ©2012 Technology Business Research Inc. • Industry spend of more than $300 billion capex in 2012 • Big bets on data services and cloud • OTT competition • Cable vs. Telco for video • Margin pressure driving opex reduction Increasing Market Share by Addressing Customer Experience Metrics 2. Retention and margin are the key objectives
    • 5 TBR WebinarTBR 04.11.12 | www.tbri.com | ©2012 Technology Business Research Inc. • An inflection point will be reached in 2012, when managed services spend will become the largest segment of TIS. • Complexity and efficiency drive service providers to outsource and out-task. • Industry growth at 9% CAGR 2010-2014 Increasing Market Share by Addressing Customer Experience Metrics 3. Managed Services are critical to success $14.0 $14.7 $15.6 $16.2 $16.5 $16.0 $16.3 $16.8 $17.5 $18.0 $18.2 $18.0 $22.0 $23.0 $24.4 $25.5 $26.3 $26.7 $20.7 $22.8 $24.6 $26.0 $27.0 $27.5 $0 $20 $40 $60 $80 $100 2010 2011 2012 2013 2014 2015 TIS Addressable Market Segments (BUSD) Deployment Services Maintenance Services Professional Services Managed Services TBR SOURCE: COMPANY DATA AND TBR ESTIMATES
    • 6 TBR WebinarTBR 04.11.12 | www.tbri.com | ©2012 Technology Business Research Inc. Increasing Market Share by Addressing Customer Experience Metrics 4. Experience metrics are the new levers of value A. The Managed Services Landscape – What is the market? Consulting, Design, Planning BUILD Integrate and Implement OPERATE Field/Remote Provision & Support MANAGE Capacity, Upgrade, Optimize Services: Value Added Services, Content Services, Multimedia, App Store, Portals, Cloud Services, Payment, Customer Experience (Subscriber QOE Management) Business Support Systems: Billing, Customer Care, Service Assurance and Service Fulfillment, Service Management Network: Equipment and OSS for Customer Premise Equipment, Outside Plant, Access (Mobile & Fixed), Transmission, Circuit and Packet Core Shared Network: New and consolidated sites, backhaul and RAN Full Outsourcing
    • 7 TBR WebinarTBR 04.11.12 | www.tbri.com | ©2012 Technology Business Research Inc. Increasing Market Share by Addressing Customer Experience Metrics 4. Experience metrics are the new levers of value SO – Selective Outsourcing FO – Full Outsourcing MNO – Managed Network Operations MI – Managed Infrastructure BOM – Build, Operate & Manage SO – Selective Outsourcing FO – Full Outsourcing MNO – Managed Network Operations MI – Managed Infrastructure BOM – Build, Operate & Manage B. The Managed Services Landscape – Where is the market
    • 8 TBR WebinarTBR 04.11.12 | www.tbri.com | ©2012 Technology Business Research Inc. Increasing Market Share by Addressing Customer Experience Metrics 4. Experience metrics are the new levers of value C. Managed Services is evolving to provide higher value via KQI and KBO • Business model choices: o Continue to address network operations efficiency based on Key Performance Indicators (KPIs) o Extend capabilities to address the operator’s customer experience through Key Quality Indicators (KQIs) and Key Business Objectives (KBOs)Low INNOVATION High Commodity Value Add (KPI-driven) (KQI-KBO-driven) High SCALE Low Full Outsourcing Managed Infrastructure Network Operations Outsourcing Selective Outsourcing Build, Operate Manage Managed Services Business Models based on Scale and Innovation
    • 9 TBR WebinarTBR 04.11.12 | www.tbri.com | ©2012 Technology Business Research Inc. Increasing Market Share by Addressing Customer Experience Metrics 4. Experience metrics are the new levers of value D. What are the capabilities? Evolving metrics require integrated network and service tools Key Performance Indicator Examples Key Quality Indicator Examples • Availability and downtime • Blocked traffic • Facility outage duration • Transmission failure rate • Data transmission speeds • User-level service availability (downtime) • Network availability (downtime) • Channel change (zap) time • Access device successful power on to default channel • Rate of disturbance (ROD) impact on customers • Rate of disturbance duration • Digital Rights Management (DRM) security breach • Service/content response time • Crashes • Freezing and non-responsive signal • User interface failures • Service operations failures New kinds of SLAs Service quality targets based on end-user experience Availability of end-to-end data analysis Proactive problem identification and problem resolution based on the end- user experience
    • 10 TBR WebinarTBR 04.11.12 | www.tbri.com | ©2012 Technology Business Research Inc. • The largest suppliers are taking different strategies to grow revenue. • Ericsson and Huawei are remaining competitive across the board. • ALU and NSN are becoming more selective and promoting customer experience as a core strategy. Increasing Market Share by Addressing Customer Experience Metrics 4. Experience metrics are the new levers of value E. How are the suppliers stacking up? IBM Alcatel-Lucent NSN Ericsson HP Accenture Amdocs Huawei SAP CSGSystems -5.0% 0.0% 5.0% 10.0% 15.0% 20.0% 25.0% 30.0% $- $0.20 $0.40 $0.60 $0.80 $1.00 $1.20 Year-to-YearRevenueGrowth TIS Managed ServicesRevenue Ten Largest TIS Suppliers 4Q11 Managed Services Revenue (Billions USD) TBR SOURCE: TBR AND COMPANY DATA
    • 11 TBR WebinarTBR 04.11.12 | www.tbri.com | ©2012 Technology Business Research Inc. 1. Few new networks 2. Retention and margin are the key objectives 3. Managed Services are critical to success 4. Experience metrics are the new levers of value Increasing Market Share by Addressing Customer Experience Metrics Summary: New business models and new measures for managed services
    • 12 TBR WebinarTBR 04.11.12 | www.tbri.com | ©2012 Technology Business Research Inc. Questions Questions? Michael Sullivan Trainor Executive Analyst, Networking and Mobility Practice Technology Business Research, Inc. (TBR) Email: michaels@tbri.com Youtube: http://www.youtube.com/user/TBRIChannel?featu re=mhee
    • 13 TBR WebinarTBR 04.11.12 | www.tbri.com | ©2012 Technology Business Research Inc. Increasing Market Share by Addressing Customer Experience Metrics TBR’s comprehensive view of the TIS market offers historical and future insight so suppliers can make more informed decisions The Expanded TIS Quarterly Benchmark is the most in-depth, all- inclusive TIS coverage TBR offers. The TIS Quarterly Benchmark is at the core of TBR’s TIS coverage. TBR also provides custom TIS work to meet specific client needs. Current and Historical View of TIS Market The Future of the TIS Market TIS Quarterly Benchmarks TIS Addressable Market Forecast (AMF) The Global AMF provides a global view of where the TIS market is headed over the next five years. The North America AMF provides a deep dive on where the region is headed over the next five years.
    • 14 TBR WebinarTBR 04.11.12 | www.tbri.com | ©2012 Technology Business Research Inc. Increasing Market Share by Addressing Customer Experience Metrics Accenture Telecom Services Agilent Telecom Services Alcatel-Lucent Services Amdocs Telecom Services Capgemini Telecom Services Ciena Telecom Services Cisco Telecom Services Convergys Telecom Services CSG Systems Telecom Services Nokia Siemens Networks Services Oracle Telecom Services Samsung Telecom Services SAP Telecom Services Tech Mahindra Telcordia Telecom Services Wipro Telecom Services ZTE Telecom Services Ericsson Global Services Fujitsu Telecom Services HP Telecom Services Huawei Global Technical Services IBM Global Telecom Services Juniper Telecom Services Logica Telecom Services Microsoft Telecom Services NEC Telecom Services Supplier Coverage in the Telecom Infrastructure Services Quarterly Benchmark Michael Sullivan Trainor at michaels@tbri.com or James McIlroy at mcilroy@tbri.com
    • TBRT ECH N O LO G Y B U SIN ESS RESEARCH , IN C. About Us Technology Business Research is a leading independent technology market research and consulting firm specializing in the business and financial analyses of hardware, software, networking equipment, wireless, portal and professional services vendors. Serving a global clientele, TBR provides timely and accurate market research and business intelligence in formats that are tailored to clients’ needs. Our analysts are available to further address client-specific issues or information needs on an inquiry or proprietary consulting basis. TBR has been empowering corporate decision makers since 1996. To learn how our analysts can address your unique business needs, please visit our website or contact us today. Contact Us 1.603.929.1166 info@tbri.com www.tbri.com 11 Merrill Drive Hampton, NH 03842 USA This report is based on information made available to the public by the vendor and other public sources. No representation is made that this information is accurate or complete. Technology Business Research will not be held liable or responsible for any decisions that are made based on this information. The information contained in this report and all other TBR products is not and should not be construed to be investment advice. TBR does not make any recommendations or provide any advice regarding the value, purchase, sale or retention of securities. This report is copyright-protected and supplied for the sole use of the recipient. Contact Technology Business Research, Inc. for permission to reproduce.