Upcoming ISG Provider Lens™ study will evaluate providers helping transform business processes and IT services

Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm, has launched a research study examining service providers helping telecom, media and entertainment companies deliver product simplicity and consistent service quality to satisfy price-conscious subscribers.

Study results will be published in a comprehensive ISG Provider Lens™ report called Telecom, Media and Entertainment Services, scheduled to be released in January. The report will evaluate providers of business process services (BPS) and next-gen IT services (ITS).

Enterprise buyers will be able to use information from the report to evaluate their current vendor relationships, potential new engagements and available offerings, while ISG advisors use the information to recommend providers to the firm’s buy-side clients.

Telecom, media, and entertainment companies are coping with inflation, competition, layoffs, and disrupted business models, along with increasing data traffic due to 5G and fiber rollouts. Businesses are transitioning to “One Platform, One Bundle and One Subscription” business models as they both compete and cooperate for the same subscribers.

“A shift towards unified platforms and services, driven by AI and ML, is ushering in a new era of prioritizing customer delight, cybersecurity, and ESG principles, all while managing spectrum scarcity and competition," said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “The telecom sector needs business partners to help them navigate industry disruption.”

For the study, ISG has distributed surveys to more than 85 providers of telecom, media and entertainment services. Working in collaboration with ISG’s global advisors, the research team will produce four quadrants representing the services and solutions the typical enterprise is deploying based on ISG’s experience working with its clients. The four quadrants are:

• Telecom Intelligent Business Process Services (BPS), evaluating providers offering services for clients from the telecom industry interested in outsourcing operations from the backend to the frontend, including finance, accounting, HR, procurement, logistics and customer care. Providers use AI-, ML- and analytics-based BPS to enhance operational efficiency, improve customer experience (CX) and/or boost upsell and cross-sell opportunities.
• Telecom Managed and Next-Gen IT Services (ITS), assessing outsourcing service providers catering to the telecom industry, focusing on managing critical network infrastructure and applications to lower total cost of ownership (TCO), build automated products and solutions and improve service quality and CX.
• Media and Entertainment Intelligent Business Process Services (BPS), examining service providers that manage clients’ business operations across the value chain, including finance, accounting, HR, procurement, logistics and customer care, including backend enterprise services, frontend customer services, content royalty and rights management, and enterprise support.
• Media and Entertainment Managed and Next-Gen IT Services (ITS), assessing providers offering IT outsourcing services, including content delivery network (CDN) services, edge computing, application development and management, cloud-managed and enabled services for media streaming and CX services.

The study will examine products and services available in North America (U.S. & Canada). ISG analyst Yash Jethani will serve as author of the report.

A list of identified providers and vendors and further details on the study are available in this digital brochure. Providers not listed in the brochure can contact ISG and ask to be included in the studies.

All 2023 ISG Provider Lens™ evaluations now feature new and expanded customer experience (CX) data that measures actual enterprise experience with specific provider services and solutions, based on ISG’s continuous CX research. Enterprise customers wishing to share their experience about a specific provider or vendor are encouraged to register here to receive a personalized survey URL. Participants will receive a copy of this report in return for their feedback.

About ISG Provider Lens™ Research

The ISG Provider Lens™ Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG's global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG's enterprise clients. The research currently covers providers offering their services globally, across Europe, as well as in the U.S., Canada, Brazil, the U.K., France, Benelux, Germany, Switzerland, the Nordics, Australia and Singapore/Malaysia, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage.

A companion research series, the ISG Provider Lens Archetype reports, offer a first-of-its-kind evaluation of providers from the perspective of specific buyer types.

About ISG

ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 900 clients, including more than 75 of the world’s top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,600 digital-ready professionals operating in more than 20 countries—a global team known for its innovative thinking, market influence, deep industry and technology expertise, and world-class research and analytical capabilities based on the industry’s most comprehensive marketplace data. For more information, visit www.isg-one.com.

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