Communications service providers' IT procurement managers want their customer care and billing software vendors to act as project leads, but they continue to source from multiple vendors. Vendors fail to provide compelling reasons why CSPs should single source customer care and billing suites.
Impacts and Recommendations
- The rise of digital services provides incentives for CSPs to work with customer care and billing software vendors that are responsible for the entire IRCM project
- CSPs expect an IRCM solution to straddle multiple business units, potentially causing integration issues that can delay or break the implementation
- CSPs seek partners that understand their business, with the prime contractor expected to offer a combination of technical, process and program management expertise
- Vendors often fail to provide compelling reasons to select their full solution suite, limiting CSPs' use of a single solution suite across lines of business
Gartner Recommended Reading
©2021 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.