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

Global Rise of Domestic Payment Ecosystems

Alternative Payment Methods (APMs) – comprising digital wallets, instant payments, and QR payment systems – are experiencing explosive growth that's reshaping the global financial services marketplace. According to the latest worldwide market study by ABI Research , the combined global transaction value for APMs is projected to reach $142 trillion by 2030. What's particularly fascinating is the underlying driver behind this trend: a growing desire for financial sovereignty, with nations developing domestic payment ecosystems rather than remaining dependent on international financial networks. Payment Ecosystem Market Development In 2024, approximately 45 percent of the global population used digital wallets – a remarkable adoption rate for a technology that barely existed a decade ago. China leads this transition, with 95 percent of its population using WeChat's payment functionality. WeChat exemplifies the "super app" phenomenon, where payment capabilities are in...