Gartner Research

Market Trends: The Future Evolution of CSP Voice Services

Published: 14 November 2013

ID: G00250686

Analyst(s): Gyanee Dewnarain


After decades of stagnation, the voice landscape is undergoing a seismic shift. Migration is in full swing to richer IP-based communication, and Web real-time communication is expected to significantly disrupt the value chain. CSPs should reassess their strategy to avoid being disenfranchised.

Table Of Contents


Market Trend

  • Trend 1: As Customer Appetite for OTT VoIP Increases, CSPs Launch Competing Offerings or Partner With Select OTT Players
    • Drivers of OTT VoIP Services
    • CSPs Approaches to Combat OTT VoIP Services
    • Opportunities and Challenges for CSPs Offering OTT Voice
    • Hybrid Services Gain Traction and Protect Revenue
  • Trend 2: Deployment of VoLTE Can Help CSPs Optimize Costs and Improve User Experience
    • Most CSPs Will Opt for Circuit-Switched Fallback in the Short Term
    • VoLTE is the Default Option in the Midterm
    • VoLTE Comes With a Number of Challenges and Opportunities
    • VoLTE Will Not Generate Additional Revenue for CSPs
  • Trend 3: CSPs Monetize Voice as a Feature or Function of Innovative Products, Services and Solutions
    • Service Exposure Overview
    • Use Cases Leveraging Voice, Call Management and Speech Recognition APIs
    • Rationale and Business Model for Exposing Communication APIs
    • Hypervoice
    • Hypervoice Use Case: Telefonica's Azul
  • Trend 4: As WebRTC Transforms the Communication Landscape, CSPs Seek a Role in the New Value Chain
    • WebRTC Overview and Rationale
    • Implications for CSPs
    • Agility and Time to Market Are Critical
    • The AT&T WebPhone
    • CSP WebRTC Business Models

Technology Trend

  • WebRTC Overview
    • Rationale for WebRTC
    • Key Benefits of WebRTC for Consumers
    • WebRTC Challenges
    • WebRTC Use Cases

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