target audience: TECH SUPPLIER Publication date: Mar 2024 - Document type: Market Perspective - Doc Document number: # EUR151531124
A Review of EMEA Telecom Customer Experience Platforms
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Abstract
This IDC Market Perspective provides an in-depth analysis of the telecom customer experience platform, focusing on the industry's efforts to improve customer service amid revenue stagnation and technological disruption. It highlights the role of AI in enhancing customer care capabilities and discusses the strategies telcos are adopting to differentiate themselves and grow revenues. It also discusses vendor examples from Amdocs, Cerillion, LotusFlare, Netcracker, Salesforce, and Tecnotree, detailing their offerings and the ways they contribute to improving customer experience in the telecom industry.
"Customer experience is a key value differentiator for telcos in tough competitive markets as well as a credibility builder as they develop services in adjacent areas. Underpinning their ability to deliver a great customer experience are CX platforms, which simplify customer relationships, provide personalized insights, and enable telcos to offer a truly seamless customer experience," said Chris Silberberg, research manager, EMEA Telco Insights, IDC.