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The worlds of IT services and communications services are increasingly overlapping. In fact, a new survey reveals that 71% of large enterprises have a combined IT and communications budget which creates a massive opportunity for CSPs to expand beyond their communications service offerings and into the IT services domain. While this bodes well for forward-thinking CSPs, it’s troubling to see that almost half of enterprises surveyed do not view their current CSP as a “very credible” provider of communications services. This signals that there is room for improvement even in the “standard” services provided today.
To survive – and thrive – in this increasingly competitive environment, you need to provide your enterprise clients with a full suite of tailored services and deliver a customer experience that matches individual customer expectations.
Light Reading recently reported that leading CSPs are making good progress in enterprise cloud operations, but that still leaves the BSS. You can no longer rely on consumer-oriented BSS, CRM systems and manual processes to service these high-value customers. You must find ways to transform your BSS to cut across silos and implement business and customer processes as your key differentiators.
In this ongoing series, we will examine how enterprise businesses today view communications service providers, and to what extent they are a viable option for services that are the traditional domain of the IT service provider. These insights are based on research conducted by independent technology market research specialist Vanson Bourne on behalf of Pega. You can download the full report at http://e.pega.com/under-pressure?utm_source=ss