Gartner Research

Market Trends: Linking Network and IT Intelligence to Drive Context-Aware Customer Experience

Published: 28 June 2012

ID: G00229992

Analyst(s): Mentor Cana , Charlotte Patrick

Summary

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.

Table Of Contents

Trends in the Market

  • CSP Services in Context and Customer Experience
    • Focus on Context
    • Focus on Content-Related Services
    • Customer Experience via Context-Enabling Technologies

Market: CSPs are Looking to Fully Use Their Network and IT Intelligence

  • Solutions and Services in Need of Better Customer Context
  • Challenges Facing Context-Aware Computing
    • Computation Power and Evolving Algorithms and Analytical Techniques
    • Privacy
    • Collaboration Between CxOs
    • Lack of Standardized Information Architecture and Data Models
    • Unclear ROI
    • Bad Data

Technologies: Technologies for Better Customer Context

  • Deep Packet Inspection and Network Intelligence
  • BSS-Level Intelligence
  • Customer Interaction Intelligence
  • Other Technologies and Solutions
  • Bringing It All Together — Context is the Glue and CSPs Have It
  • Other Potential Uses for Enhanced Context-Awareness With Network Plus IT Intelligence
  • CSPs Can Cooperate With OTT Providers by Offering Them Knowledge

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

  • Network Analytics (DPI, NI and Content Analytics) Vendors
    • Qosmos
    • VOIPFuture
    • Allot Communications
    • ipoque
    • Sandvine
    • Neuralitic
    • Ontology Systems
    • Comptel
  • BSS Vendors
  • NEPs

Conclusions

Recommended Reading

©2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.