Published: 28 June 2012
Analyst(s): Mentor Cana, Charlotte Patrick
Communications service providers are looking to correlate the intelligence from their network and IT layer with customer interaction intelligence. This will enable CSPs to place their customers in a context that is richer and more telling about the customers as they consume services.
Trends in the Market
Market: CSPs are Looking to Fully Use Their Network and IT Intelligence
Technologies: Technologies for Better Customer Context
Contrarian View: If CSPs Fail to Realize the Value From Their Embedded Context, They Will be Further Marginalized and Left Out of The OTT Revenue Stream
Vendors to Watch
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