By Business Wirevia The Motley Fool
Filed under: Investing
Communications Service Providers Compelled to Adopt New Technologies and Business Models to Meet Customer Service Demands over Data-Hungry Networks, Accenture Survey Finds
NEW YORK–(BUSINESS WIRE)– Faced with ongoing economic challenges, declining voice and text revenues, and the need to address customers’ quality of service expectations on data-intensive networks, communications service providers (CSPs) are being compelled to consider revamping their operating models and adopting new transformational technologies to survive and thrive, according to a survey from Accenture (NYS: ACN) .
Accenture conducted the survey, “Evolutionary Trends in the Operations of CSP Networks: How the Migration to Broadband Data Services is Shifting the Paradigm of Network Operations,” to understand and explore the evolutionary trends in CSPs’ network operations, including the main drivers of change and the lessons learned from new operating models that companies are using. Thirty of the world’s leading communications and media companies were surveyed.
CSPs see the need to invest in network tools and technology
The survey confirmed that new technology introductions, quality issues, and cost pressures are among the key drivers forcing CSPs to shift toward more accurate models for controlling network planning and enhancing quality of service, supported by new capabilities such as analytics. In fact, the overwhelming majority (93 percent) of CSP executives surveyed identified the need for new or improved tools to plan, design, and track traffic on broadband or cable networks. One-third (33 percent) said they need to significantly revamp the tools used for broadband deployment, while another 60 percent would consider adding some tools.
When asked about technology investments, three-quarters (75 percent) of wireless operators and integrated services providers plan to implement long term evolution (LTE), a standard for wireless communication of high-speed data for mobile phones and data terminals, in the next three to five years to increase network capacity for faster data transmissions. In addition, all wireline providers said they would swap all or part of the cable used to connect homes and businesses from copper to fiber optic, also over the same time frame.
All interviewees plan to invest in network analytics tools, and more than half (53 percent) cited customer experience improvements as the most important reason. These tools are typically used to analyze network data alarms, performance measures, trouble tickets, and customer churn due to dropped calls in an effort to improve network service quality.
To reduce network operations spending while transforming operations, CSPs favor …read more
Source: FULL ARTICLE at DailyFinance
