Gartner Research

Market Trends: Enterprise Telecom Portals Are a Key Customer Experience Differentiator

Published: 27 September 2012

ID: G00229611

Analyst(s): Katja Ruud

Summary

Enterprise portals for telecom services are a mature support feature that can be used to differentiate customer experience through improved interface, usability and modes of interaction with both the provider and other users.

Table Of Contents

Introduction

Market Trends

  • From Information Delivery to Self-Service and Collaboration
    • Trend 1. More Self-Service
    • Trend 2. Profile-Based and Personalized Use
    • Trend 3. Aggregation of Services Bought and Used
    • Trend 4: Performance of Existing and Future Services
    • Trend 5: Enhanced Billing and Cost Management

Contrarian View

  • If CSP Portals Fail to Add Value Alternative Providers Will Fill the Gap

Vendors to Watch

Conclusions

Recommended Reading

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