Oracle Research Reveals CSPs Enhancing IT Efficiency For Improved Customer Experience

Communications service providers (CSPs) have an opportunity to improve their IT efficiency and many are planning to invest in improving their IT infrastructures in the next 18 months, a new research has shown.

According to research [pdf] conducted by Oracle Communications and PwC, CSPs are looking to enhance their IT efficiency to gain a competitive edge over rivals.

The IT efficiency can be achieved by reducing the use of application that render a high cost of ownership which lead to budget overruns, management overhead and time delays.

The research reveals that the main driver for increasing IT efficiency, according to CIOs, is improving customer experience. A smarter customer relationship management (CRM) platform is the focus of system replacement or upgrade, the research said.

In order to simplify their IT infrastructure, CIOs are planning to deploy standard off-the-shelf applications and strategic outsourcing. The research revealed that around 95 percent of the CIOs are planning to increase their use of commercial-off-the-shelf applications in the next 18 months.

“CSPs have a real window of opportunity right now to grow revenue through improved customer service and new content offerings. That must be where they focus their attention and their budgets. But first, they must stop over-investing in bespoke applications and migrate their operations to industry-standards based, off-the-shelf applications,” Dan Ford, VP Product Marketing, Oracle Communications, said in a statement.