Gartner Research

CSPs Want Software Vendors to Lead Customer Care and Billing Projects, but Continue to Multisource Software

Published: 17 December 2014

ID: G00271382

Analyst(s): Norbert Scholz

Summary

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.

Table Of Contents
  • Impacts

Analysis

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
  • Appendix

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