Multinational customers have forced global telecommunications companies to lift their game and roll out new and improved products and services more quickly, according to new research.
The Yankee Group’s latest study on the sector, entitled, What next for global carriers? found that telcos have begun to make a better job of providing large customers with a one stop shop service but are still falling short of expectations.
Yankee Group director Chris Lewis said multinational customers were demanding more and more managed services and telcos are now scrambling to deliver.
“Multinational customers are in a buyers’ market - people are clamouring for their business,” Lewis said. “Telcos can provide raw services but not the next level."
“That’s what the multinational customers want. Raw capacity and big pipes are not the answer,” he added.
The study analysed the strategies of global telcos Equant, Global One, Infonet, MCI Worldcom and IXC-Saturn and concluded that a dominant player was yet to emerge.
To date, Equant was perceived as a leader in the applications and systems integration markets, partly because of its lack of legacy systems.
“Equant are perceived to be doing very well. They’re not infrastructure based so they’re thinking higher up the value chain,” Lewis said. “Companies with big legacy systems tend to think in legacy terms.”
Under monopoly conditions, telcos had been able to get away with selling whatever services they choose, but the forces of supply and demand were forcing them to become more innovative and accountable, Lewis concluded.
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