The industry is undergoing dynamic transformation with customer lifecycle management becoming the number one priority for both consumer-driven and enterprise-driven businesses, making this a key investment area for many, especially the telcos. According to IDC, the future contact centre will have to be a multi-channel contact centre.
6) The winning language of mobility
Every service provider is building their mobility strategy as this is a huge market that no provider will want to miss. IDC believes most service providers will have a dedicated enterprise mobility practice in the next 12 to 24 months.
7) Befriending Over-The-Top-Providers (OTTP)
Telecom operators and OTT content providers have historically had a strained relationship. IDC believes that OTT players will now want to partner with telcos for a variety of reasons including joint solution creation, go-to-market and platform provisioning.
8) Transformational ICT capabilities - The deadly weapons
Vertical solutions and aligning ICT solutions to key business processes will be the key to telco success in ICT in the next few years, observed IDC analysts. Some of the deadly weapons will be cloud orchestration and federation capabilities, customer lifecycle management and managed mobility services.
9) Cloud goes vertical
Cloud services will have a vertical focus in the next few years where technology, business processes and services will be uniquely tailored to the specific industries. This can include the full suite of cloud services from IaaS, SaaS or PaaS catering to specific industries.
10) Machine-to-Machine (M2M) takes flight
M2M is set to take off in the next few years, with strategic partnerships around real time analytics and partnerships with local government and healthcare authorities becoming a very critical component of the overall success.
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