Gartner Research

Maximizing Value From Billing and Customer Management Solutions

Published: 26 February 2016

ID: G00298148

Analyst(s): Norbert Scholz, Jouni Forsman

Summary

Communications service providers' IT procurement managers want customer care and billing software vendors to be project leads, yet source from multiple vendors. CSPs do not use single integrated revenue and customer management solutions as suppliers offer few reasons to single-source an IRCM suite.

Table Of Contents
  • Impacts

Analysis

  • Key IRCM Vendor Selection Trends

Impacts and Recommendations

  • CSPs refrain from using a single IRCM solution across multiple lines of business because suppliers offer few compelling reasons to single-source an IRCM suite
    • Functionality Pairs Sourced From the Same Vendor
  • CSPs seek suppliers that understand their business and can act as prime contractors that offer a combination of technical, process and program management expertise
  • CSPs are increasingly relying on the SI capabilities of the software vendors, relegating independent SIs to manage multivendor projects and perform consultative roles
  • CSPs expect IRCM solution providers to manage their organizational complexities across multiple business units to achieve back-office efficiencies

Appendix

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