Skip to main content

Broadband Providers Invest in Customer Care

Amdocs released results of a survey assessing the communications industry trends in the U.S. and U.K. in 2007. Based on the responses of 200 industry decision makers in the telecom, cable and satellite industries, Amdocs forecasts service providers will significantly increase investment in customer service, network infrastructure and IP-based services, as well as build their digital content offerings.

"The survey confirms our own observations -- 2007 will be characterized by the four C's -- competition, consolidation, convergence and, most importantly, the customer," said Michael Matthews, chief marketing officer of Amdocs. "With ongoing market consolidation, continuing industry convergence and a highly competitive environment, service providers will place an increased focus on the customer experience in 2007. Consumers expect relevant offerings and personalized, responsive service, and providers indicate a significant increase in investments to address this need."

The survey results indicate that service providers are expected to increase their investment in customer service and network infrastructure, which will improve the customer experience:

- Nearly 67 percent of respondents plan to increase their spending on customer service enhancements over the next year, with the average investment increase projected at 31 percent.

- Service providers are planning to put more money into network infrastructure, with the average investment increase expected to be 33 percent.

Amdocs commissioned Frost & Sullivan to conduct an international survey in August, 2006. Survey respondents included 200 decision makers from Tier 1 and Tier 2 service providers in the U.S., U.K. and Canada and included telecommunications companies, cable multiple service operators (MSOs), satellite TV providers, wireless operators, mobile virtual network operators (MVNOs), VoIP providers, and Internet service providers.

Popular posts from this blog

The Cloud Imperative for Telecom Operators

The telecom sector is undertaking an update of its IT infrastructure. As demand for data continues to soar with the proliferation of 5G and new apps, network operators can't rely on their legacy hardware and network architectures. The process of "Cloudification" offers a path to reduce costs, improve efficiency and scalability, plus meet increasingly ambitious infrastructure sustainability goals. According to the latest market study by Juniper Research, cloudification spending by telecom operators will see tremendous growth in the coming years, rising from $26.6 billion in 2024 to $64.9 billion by 2028 -- that's a 144 percent increase in just four years. Telecom Cloud Apps Market Development "Telecom networks are becoming more complex; requiring increasingly automated network management systems. However, operators must insulate mission-critical traffic when reducing power, to guarantee quality of service for enterprises," said Alex Webb, research analyst at