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78 Per Cent of CSPs See Automation in Service Fulfillment as Key to Profitability

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HIGHLIGHTS:

  • CSPs missing USD 30 billion revenue opportunity in 2019 due to inadequate automation in fulfillment and sales, according to the second edition of the Create-Sell-Deliver Outlook
  • Only 25 per cent of delivery tasks that could be automated actually are today, with the bulk still being fulfilled manually, study shows
  • 78 per cent of communications service providers (CSPs) tie automation in service fulfillment to improved profitability
  • 150 respondents from CSPs worldwide surveyed for the study

CSPs worldwide are leaving money on the table as a result of missed automation opportunities in sales and service fulfillment, according to a new study from Sigma Systems.

Conducted in partnership with research consultancy Coleman Parkes Research, the second edition of the Create-Sell-Deliver Outlook surveyed operators worldwide to gauge their perception of product innovation and create-sell-deliver capabilities. Although 78 per cent of respondents recognized that automation in service fulfillment led to more profitable businesses, two-thirds said that the level of manual intervention had increased either slightly or significantly over the last two years.

While the survey found a belief that 14 per cent of fulfillment tasks would always be manual, it also revealed that of the remaining tasks which could be automated, just 25 per cent actually are today.

When asked to what extent a one per cent reduction in manual intervention would have on revenues1, respondents said there would be a two per cent gain – one per cent higher than last year’s result. This equates to USD 12 billion in additional revenues across tier-one and tier-two CSPs worldwide.

CSPs also see the value of automation beyond service fulfillment. Respondents said increasing automation of the configuration and quoting process could increase annual revenues by an average of three per cent – equating to USD 18 billion globally.

Stephen Krajewski, Director of Product Marketing, Sigma Systems, commented: “It is sobering that at a time when 5G technology, smart cities and the Internet of Everything are becoming a reality, CSPs do not have fully automated processes when increasing automation and reducing manual intervention would have a marked impact on their business. Improving revenues is a constant goal for CSPs, and at Sigma Systems our focus is to help our customers drive business transformation and product innovation by using catalog-driven systems to enable the most efficient end-to-end customer experience.”

For further information on the second edition of the Create-Sell-Deliver Outlook, go to https://sigma-systems.com/resource/whitepaper-the-create-sell-deliver-outlook-second-edition/, or contact us at info@sigma-systems.com.

About Coleman Parkes Research

Coleman Parkes Research is a UK-based and technology-focused B2B market research agency that specializes in highly targeted quantitative and qualitative research studies. Being both a data-driven provider and a data analytics company, the company’s research services have fuelled more than 2,000 projects to date, focusing on geographic regions across the world such as North America, South America, Central America, the UK, Continental Europe, the Middle East, Africa and the Asia-Pacific.

For more information, visit www.colemanparkes.com

About Sigma Systems (Twitter @SigmaSystems)

Sigma Systems is the global leader in catalog-driven software solutions for telecommunications, media and high-tech companies. It serves over 80 customers in 40 countries with its award-winning products. The company’s portfolio spans enterprise-wide Catalog, Configure Price Quote (CPQ), Order Management, Provisioning, Insights and Portfolio Inventory products, and offers a core set of services including professional services, cloud services, and managed services. Sigma utilizes an agile approach to implementing its B/OSS products for its customers. Sigma has offices in North and South America, Europe and the Asia Pacific region, with technology and integration partners around the globe. Sigma is a Hansen Technologies company publicly listed on the Australian Stock Exchange – ASX:HSN.

Additional information can be found online at https://sigma-systems.com/

Visit Hansen Technologies at https://www.hansencx.com/


1 expressed as a percentage of current annual turnover

Contact information

Adnan Bashir
Senior Corporate Communications Manager
Sigma Systems
+1 647-204-0999

Chloe Purcell
Head of PR
Milner Strategic Marketing Ltd.
+44 1473 633123

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