The report provides a comprehensive assessment of CMS in the telecoms/cable/satellite sector globally, including how the sector is changing, customer requirements, top client benefits, market size/growth, vendor market shares, vendor offerings and targets, delivery, and challenges and success factors.

CMS within the telecoms/cable/satellite sector is relatively mature with standard CMS supporting a wide range of processes from provisioning and activations, through technical support, to customer retention and credit management.

Service delivery in the sector is dominated by offshore delivery, though the focus is increasingly on channel shift rather than offshoring, with web chat becoming of increasing importance to achieve both cost reduction and increases in CSAT.

NelsonHall Industry Analyst Vicki Jenkins, author of the report, commented: "Increasing CSAT and cost reduction will remain primary drivers of CMS in the telecoms/cable/satellite sector, with increasing emphasis on cross-selling whole home services. Customer retention is critical for this sector, especially when customers move to new homes.

Concierge/movers programs will increase in importance."

The vendors researched for this report are: Aegis, Alorica, Capita, Concentrix, EGS, Firstsource, HGS, Infosys, Minacs, Serco, Sitel, Sutherland, Sykes, Tata BSS, Tech Mahindra, Teleperformance, TeleTech, Transcom, transcosmos ,Webhelp, and Wipro.

This report is available to subscribers here. Non-subscribers can access a report summary and download the report abstract from the same page. To find out more, or to purchase the report, contact Lindsey Ball.