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市場調查報告書

社群媒體CSP客戶服務業務的主流

Social Media is Entering the Mainstream of CSP Customer Care Operations

出版商 Analysys Mason 商品編碼 322993
出版日期 內容資訊 英文 37 Slides
商品交期: 最快1-2個工作天內
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社群媒體CSP客戶服務業務的主流 Social Media is Entering the Mainstream of CSP Customer Care Operations
出版日期: 2015年01月16日 內容資訊: 英文 37 Slides
簡介

社群網路及社群媒體成為對科技精通的客戶和通訊上有益的方法。

本報告提供通訊服務供應商(CSP)的客戶服務業務中,社群媒體的利用相關調查分析,對供應商、CSP的建議,及今後發展預測等相關彙整。

提供內容

  • CSP的客戶服務系統的主流中,利用社群媒體的分析
  • 建議:CSP的Facebook、Twitter的多頻道客戶服務架構的整合
  • 對供應商、CSP的建議:善加合併客戶服務流程到社群媒體平台
  • 導入的系統架構的說明
  • 客戶服務業務中利用社群媒體的發展之接下來的步驟相關的熟慮

調查企業

  • Amdocs
  • AsiaInfo-Linkage
  • DiGi Telecommunications
  • Huawei Technologies
  • Oracle
  • Redknee
  • T-Mobile
  • SAP

關於作者

目錄

Social networks and social media are becoming a valuable way for CSPs to communicate with tech-savvy customers.

Social networks have become a major force in our lives and, for an increasing number of consumers, represent a preferred channel to communications service providers (CSPs). Furthermore, social media is becoming a valuable way for CSPs to communicate with tech-savvy customers.

THIS STRATEGY REPORT:

  • analyses CSPs' use of social media in mainstream customer care systems
  • recommends that CSPs integrate Facebook and Twitter into multi-channel customer care architecture
  • provides recommendations to vendors and CSPs as to which social media platforms have been successfully integrated into the customer care process
  • describes the systems architecture that has been deployed
  • speculates about the next step in the evolution of the use of social media in customer care operations.

COMPANY COVERAGE

  • Amdocs
  • AsiaInfo-Linkage
  • DiGi Telecommunications
  • Huawei Technologies
  • Oracle
  • Redknee
  • T-Mobile
  • SAP

INFOGRAPHIC: AN OVERVIEW OF THE VALUE THAT SOCIAL MEDIA CAN BRING WHEN
INTEGRATED IN CSPS' MULTI-CHANNEL CUSTOMER CARE ARCHITECTURE

ABOUT THE AUTHORS

Atul Arora (Research Analyst) is a member of Analysys Mason's Telecoms Software research team and contributes to the Analytics Software Strategies, Customer Care and Digital Economy Software Strategies programmes. His areas of interest include omni-channel customer care, context-aware analytics and digital enablement. Atul joined Analysys Mason in 2013 after working as an intern analyst in the telecoms sector for a year. He has worked on a range of projects focused on telecoms verticals, cloud services and mobile services in emerging markets. He holds a bachelor's degree from Jaypee University (India) and a Master's degree in neuroscience from University College London.

Dr Mark H. Mortensen (Practice Head, BSS) is the lead analyst for Analysys Mason's Customer Care, Service Fulfilment and Digital Economy Software Strategies research programmes, which are part of the Telecoms Software research stream. His interest areas include customer self-service, new telco businesses entering the digital economy value chain, and network planning and optimisation. Mark holds an MPhil and a PhD in physics from Yale University and has received two AT&T Architecture awards for innovative software solutions. He is also an adjunct professor at UMass Lowell in the Manning School of Management, specialising in business strategy. Mark has also participated on the GSMA Global Mobile Awards judging panel.

SAMPLE PAGES

Table of Contents

  • EXECUTIVE SUMMARY
  • INCLUDE SOCIAL MEDIA IN CUSTOMER CARE OPERATIONS
  • FACEBOOK AND TWITTER OFFER MULTIPLE BENEFITS
  • NEXT-GENERATION APPS AND SMARTER PARTNERSHIPS
  • APPENDIX
  • ABOUT THE AUTHORS AND ANALYSYS MASON
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