By Amdocs-commissioned Frost and Sullivan survey
Amdocs has released results of a survey looking at the communications industry trends in the US and UK in 2007. Based on the responses of 200 industry decision makers in the telecom, cable and satellite industries, Amdocs forecasts service providers will significantly increase investment in customer service, network infrastructure and IP-based services, as well as build their digital content offerings.
"The survey confirms our own observations: 2007 will be characterized by the four Cs - competition, consolidation, convergence and, most importantly, the customer," said Michael Matthews, chief marketing officer of Amdocs.
"With ongoing market consolidation, continuing industry convergence and a highly competitive environment, service providers will place an increased focus on the customer experience in 2007. Consumers expect relevant offerings and personalized, responsive service, and providers indicate a significant increase in investments to address this need," he said.
Increased customer focus
The results of the 200-person survey, which Frost and Sullivan conducted in August, showed that service providers would likely boost their investment in customer service and network infrastructure, resulting in improved customer experience.
Nearly 67% of respondents said they planned to increase their spending on customer service enhancements over the next year, with the average investment increase projected at 31%.
Service providers were also planning to put more money into network infrastructure, with the average investment increase expected to be 33%, the survey further said.
More money into IP-based services
Additional Amdocs survey predictions indicate that service providers will continue to roll out IP-based services. According to survey respondents, IPTV, digital TV, video content and VoIP will be the top products and services for 2007.
Spending in network infrastructure for these four areas was projected to increase significantly - by 77%, 81%, 71% and 76%, respectively.