Workforce Optimization Software Featured Article

New Oracle Survey Reveals Secret to CSP Success

March 29, 2017


Customer satisfaction is the key to success for every single company, no matter the industry. Without happy customers, a business will lose reputation and consequently revenue, and cease to exist. Thanks to the omnichannel world we live in, it’s easier than ever for a bad review to spread a negative connotation about a company, so it’s important to make as many, if not all, customers happy as possible.

That can be a pretty scary thought, especially because customer demands are constantly changing. That’s a problem CSPs have been running into lately, along with increased competition. CSPs have to somehow find a way to meet customer demands, stay ahead of the competition, monetize new opportunities and manage network growth, all at the same time. That can be a daunting task, and new research from Oracle (News - Alert) has revealed that CSPs are turning to NFV and the cloud to make it all possible.

Oracle’s new study, “The Communications Cloud: CSPs Take on Tomorrow,” polled CSPs around the world to understand how new technology initiatives can help them overcome obstacles, such as providing better customer experiences, and capitalizing on new market opportunities. According to the survey, NFV and the cloud were two of the most important technologies when it comes to helping CSPs beat the competition.

“CSPs are leveraging cloud technologies to transform their networks and create more compelling experiences for their customers, partners, and employees,” said Doug Suriano, senior vice president and general manager, Oracle Communications. “The move to cloud will continue to play a key role in helping CSPs improve their service agility and expand their business with new innovations in IoT, digital, and cloud services.”

In fact, 71 percent of CSPs believe that a communications cloud could simplify their operations, speed time to market and reduce overall effort. On the other hand, 61 percent believe that NFV can help them meet their objectives regarding cost savings and time to market. Regardless of whether a particular CSP (News - Alert) preferred the cloud or NFV, though, they all said that they want more effort from vendors. More than half of CSPs think cloud partners need to provide access to information and expertise as well, rather than just technology.

The CSPs have spoken, and it looks like it’s time for vendors to step up their game and help CSPs out a bit more. That assistance, combined with cloud and NFV technologies, can help CSPs meet their goals while keeping customers happy.

Edited by Maurice Nagle

Featured Whitepapers

  • Creating Accurate Forecasts in Enterprise Workforce Management
    Social networks have changed business. This goes without saying. But what social networks also have done is highlight the fundamental importance of the customer experience when it comes to product and brand marketing.
  • Top 10 Ways To Boost Contact Center Agent Performance
    This white paper touches on the ways your contact center can improve agent performance by using a call recording and quality monitoring solution. Improving agent performance has many benefits, including creating a healthy work environment, where teams of agents can collectively strive to achieve common goals. It also makes sense that improved agent performance will also yield an improved customer experience.
  • Benefits of Call Recording & Call Monitoring for a Call Center
    This white paper touches on the many benefits your call center will receive when choosing to implement a call recording and call monitoring system. Beyond compliance concerns, there are also quality assurance gains to be leveraged from your recorded calls. Your recordings become assets, an inventory of data from which you can find emerging trends, performance flaws, identify your team's superstars, and ultimately, maximize your center's opportunities creating an environment of stellar customer service.