Abstract
ATLANTIC-ACM' s latest annual study of the global wholesale industry, the 2011
Global Wholesale Carrier Report Card, offers insight into wholesale carriers
through ratings by their customers. Wholesale providers gain understandings of
their market position with respect to areas such as sales reps, billing,
provisioning, network, customer service and pricing. Resellers will gain
access to carrier profiles detailing their product offerings as well as
individual providers' strengths and weaknesses.
Valuable analyses of market drivers, statistics and other key data is included
in the study.
WHO NEEDS THIS REPORT:
- International Providers
- Wholesale Providers
- Competitive Telecom Service Providers
- Financial Analysts
- Investment Bankers
- Wholesale Buyers
- Wireless Telephone Companies
- Internet Service Providers
- Consultants
- Investors
WHY YOU NEED THIS DATA:
- Back Your Market Entry or Investment Strategy
- Support Product Development Plans
- Identify Investment Opportunities
- Pursue Market Growth Areas
- Develop an Understanding of the Wholesale Space and its Players
- Study the Competition and Specific Competitors
- Present Investors with Hard Industry Facts
- Gain Invaluable Data on Customer and Partner Preferences
ATLANTIC-ACM & Report Overview
ATLANTIC-ACM is a strategy consulting and customized research firm
specializing in the U. S. and global telecommunications, e-commerce, telecom
equipment and broadband service industries. ATLANTIC-ACM' s affiliates have
offices in countries worldwide. Using proprietary databases and a portfolio of
research, modeling, and decision-supporting methodologies, ATLANTIC-ACM
assists clients in evaluating telecommunications and other networked
communications opportunities for successful investment, market entry, and
long-term planning.
In response to the highly competitive global wholesale market for both data
and voice services, ATLANTIC-ACM conducted a survey of wholesale customers to
identify the strengths and weaknesses of the large wholesale providers. The
survey was conducted from mid-October to mid-December, 2010 and yielded 1,694
carrier ratings from 341 different customers. ATLANTIC-ACM hopes to help
wholesale customers make informed choices about their underlying carrier, and
to help investors better understand the providers. Most importantly, the
report is geared to help carriers identify specific strengths and weaknesses
reported by their customers in order to improve both their operations and the
success of their wholesale customers' businesses.
Table of Contents
1. Overview and Methodology
2. Executive Summary
3. Trends and Influences Driving the Market
- i. Questioning the Economy
- ii. Commoditizing Voice
- iii. Demanding End-Users
- iv. Emerging Markets
- v. Addressing Buyer Need
4. International Telecom Sizing
- i. Global Mobile Subscribers
- ii. US Originated International Long Distance Switched Revenue and Share
- iii. Investment Commitments with Private Participation: By Region
5. Respondent Characteristics and Expectations
- i. Geographic Origin
- ii. Respondent Presence and Influence
- iii. Respondent Business Size
- iv. International Transport Spend by Line Speed
- v. International Transport Spend by PoP
- vi. Product Growth Expectations
- vii. IPX Time Frame Migration and Impact
- viii. Drivers of Purchase
6. Customer Ratings Summary and Analysis
- i. Customer Experience Touch Points and Product Definitions
- ii. Response Distribution
- iii. Total Customer Experience Touch Points Leaders
- iv. 2009, 2010, & 2011 Ratings by Customer Experience Touch Point and
Product
- v. Ratings by Respondent Characteristics
7. Carrier Ratings: Global Customer Experience Touch Points
- i. Global Brand
- ii. Global Sales Reps
- iii. Global Provisioning
- iv. Global Network
- v. Global Billing
- vi. Global Customer Service
8. Carrier Ratings: Global Products
- i. Global Voice Products
- ii. Global Data Products
9. Carrier Case Studies
- i. Arbinet 101 x. IDT
- ii. AT&T 104 xi. KDDI Global
- iii. Belgacom ICS 107 xii. Level 3
- iv. BT 110 xiii. Orange
- v. C&W Worldwide 113 xiv. Sprint
- vi. COLT 116 xv. TATA
- vii.Deutsche Telekom 119 xvi. Telecom Italia Sparkle
- viii.Global Crossing 122 xvii. Telefonica
- ix. iBasis 125 xviii.Verizon
10.Conclusions
Glossary
Table of Figures
- 1. Year-Over-Year GDP Growth by Quarter: US, European Union, China and
Japan
- 2. Year-over-Year Growth by Index: FTSE100 (United Kingdom) vs. S&P500
(U.S.) vs. STOXX 50 (Europe) vs. Hang Seng (Hong Kong)
- 3. Unemployment Rate of the Major Economic Power
- 4. Worldwide Internet Audience By Region (In Millions)
- 5. 2010 Internet Usage by Region (in millions)
- 6. IP Traffic By Geography (PB per Month): 2009 to 2014
- 7. Total Internet Users by Region: 2000 vs. 2010
- 8. Global Mobile Subscribers By Region 1994-2010e
- 9. Wholesale International Long Distance Circuit-Switched Voice Revenue
Share 2005-2015e
- 10. Investment in Telecom Projects with Private Participation (In
$Billions): By Region
- 11. Regions in which respondents purchase global wholesale services
- 12. Respondent' s Influence in Purchase Decisions
- 13. Annual Telecom Spend
- 14. Number of Employees
- 15. International Transport Spend by Line Speed and Primary Business Model
- 16. International Transport Spend by PoPs and by Vertical
- 17. Expected 12-Month Change in Spending* by Product: All Respondents
- 18. IPx Time Frame Migration
- 19. IPx Service Impact
- 20. IPx Time Frame Migration by Geographic Region
- 21. Drivers of Purchase: All Buyers
- 22. Rating Distribution
- 23. 2011 Global Customer Experience Touch Points Average: By Carrier
- 24. Industry Operations Averages: 2009-2011
- 25. Global Customer Experience Touch Points Average By Carrier: 2010 vs.
2011
- 26. Industry Product Quality Averages: 2009-2011
- 27. Global Product Quality Average By Carrier: 2010 vs. 2011
- 28. Industry Product Price Competitiveness Averages: 2009-2011
- 29. Global Product Price Competitiveness Average By Carrier: 2010 vs. 2011
- 30. Customer Experience Touch Points Avg. by Primary Business Model
- 31. Customer Experience Touch Points Avg. by Respondent Location
- 32. Customer Experience Touch Points Avg. by Annual Telecom Spend
- 33. Customer Experience Touch Points Distribution
- 34. Global Brand
- 35. Global Sales Reps
- 36. Global Provisioning
- 37. Global Network
- 38. Global Billing
- 39. Global Customer Service
- 40. Quality and Price Competitiveness Correlation
- 41. Global Voice Products: Quality
- 42. Global Voice Products: Price Compet
- 43. Overall Voice Quality and Price Competitiveness
- 44. Fixed Voice Termination Quality
- 45. Fixed Voice Term. Price Competitiveness
- 46. Fixed Voice Termination Product Quality and Price Competitiveness
- 47. Global Hubbing Quality
- 48. Global Hubbing Price Competitiveness
- 49. Global Hubbing Product Quality and Price Competitiveness
- 50. Toll Free Quality
- 51. Toll Free Price Competitiveness
- 52. Toll Free Quality and Price Competitiveness
- 53. IP Voice Termination Quality
- 54. IP Voice Termination Price Competitiveness
- 55. IP Voice Termination Quality and Price Competitiveness
- 56. Mobile Voice Termination Quality
- 57. Mobile Voice Termination Price Competitiveness
- 58. Mobile Voice Termination Quality and Price Competitiveness
- 59. Global Data Products: Quality
- 60. Global Data Products: Price Compet
- 61. Overall Data Quality and Price Competitiveness
- 62. IP Transit Quality
- 63. IP Transit Price Competitiveness
- 64. IP Transit Product Quality and Price Competitiveness
- 65. IP WAN Quality
- 66. IP WAN Price Competitiveness
- 67. IP WAN Quality and Price Competitiveness
- 68. High Cap Transport Quality
- 69. High Cap Transport Price Competitiveness
- 70. High Cap Transport Product Quality and Price Compet
- 71. Low Cap Transport Quality
- 72. Low Cap Transport Price Competitiveness
- 73. Low Cap Transport Product Quality and Price Compet
- 74. Ethernet Transport Quality
- 75. Ethernet Transport Price Competitiveness
- 76. Ethernet Transport Quality and Price Competitiveness
- 77. Industry Customer Experience Touch Points Averages: 2009-2011
- 78. 2011 Operations Score Summary: Wireless vs. Rest of Industry
- 79. 2011 Operations* Score Distribution
- 80. Voice Price Competitiveness Summary: 2010 vs. 2011
