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A Review of EMEA Telecom Customer Experience Platforms

Publisher IDC
Published Mar 11, 2024
Length 16 Pages
SKU # IDC18629782

Description

A Review of EMEA Telecom Customer Experience Platforms


This IDC Market Perspective provides an in-depth analysis of the telecom customer experience platform, focusing on the industry's efforts to improve customer service amid revenue stagnation and technological disruption. It highlights the role of AI in enhancing customer care capabilities and discusses the strategies telcos are adopting to differentiate themselves and grow revenues. It also discusses vendor examples from Amdocs, Cerillion, LotusFlare, Netcracker, Salesforce, and Tecnotree, detailing their offerings and the ways they contribute to improving customer experience in the telecom industry."Customer experience is a key value differentiator for telcos in tough competitive markets as well as a credibility builder as they develop services in adjacent areas. Underpinning their ability to deliver a great customer experience are CX platforms, which simplify customer relationships, provide personalized insights, and enable telcos to offer a truly seamless customer experience," said Chris Silberberg, research manager, EMEA Telco Insights, IDC.

Please Note: Extended description available upon request.

Table of Contents

16 Pages
Executive Snapshot
New Market Developments and Dynamics
Introduction
Industry Dynamics
Disruption Across the CX landscape
Trends in Telco AI
Telco CX Platform Overview
The Telco CX Platform Road Map
Customer Interactions
CX Management
AI Feature Monetization Models
Vendor Examples
Amdocs
Cerillion
LotusFlare
Netcracker
Salesforce
Tecnotree
Advice for telecom operators
Learn More
Related Research
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