CSPs Have Just Two Chances a Year to Make Mistakes with Their Business Customers; After that, Customers Go Public with Complaints
ENGLEWOOD, Colo. — CSG International (NASDAQ: CSGS), a global provider of interactive transaction-driven solutions and services, today announced the release of its eBook, “Serving Tomorrow’s Enterprise: A Global Survey of Business Users’ Attitudes toward Their CSPs,” based on the findings of the 2014 MachNation Business Services Global Survey.
CSG International partnered with MachNation, an application development and insight services firm that covers the future of the Internet of everything, to evaluate business customer perceptions of communication services providers (CSPs) and develop recommendations to improve CSP service based on those findings.
“Our goal was to determine ways CSPs could increase the value they provide to their business customers by having better insight into business customer expectations, including support and purchasing requirements,” said Steve Hilton, co-founder of MachNation. “We were pleased to find that productivity and innovation are now top-of-mind for business executives, ahead of the cost-reduction initiatives that have prevailed for the past few years.”
The online survey polled decision makers at more than 800 small, medium, and large enterprises around the world to gauge attitudes and experiences about business services acquired from CSPs. The results uncovered an innovative and dynamic business environment and top priorities and concerns from respondents that provided the backdrop for a series of recommendations to CSPs that will enable them to pursue effective strategies to improve the enterprise customer experience and increase enterprise revenue opportunities.
“Many service providers and their enterprise customers are in the midst of monumental business transformation that concerns the provision and use of digital products and services” said Ken Kennedy, chief technology officer at CSG. “The CSPs that will lead the pack in the enterprise digital services market must keep pace with fluid business requirements, including support for cloud-based operations and other revenue-generation and productivity-enhancement tools to successfully deliver the kinds of experiences enterprise customers require.”
The survey eBook is available at http://info.csgi.com/enterprise-survey.
MachNation is the only application development and dedicated insight services firm covering the future of the Internet of everything (IOE) and the connected business world. MachNation specializes in understanding and predicting technology sectors including developments in hardware, platforms, communication services and applications. MachNation specialists have provided guidance, consulting services and support to the majority of the world’s leading IT and communications firms. MachNation provides strategic, tactical and marketing support for firms that care about differentiating themselves in the connected future. www.machnation.com
About CSG International
CSG Systems International, Inc. (NASDAQ:CSGS) is a market-leading business support solutions and services company serving the majority of the top 100 global communications service providers, including leaders in fixed, mobile, and next-generation networks such as AT&T, Comcast, DISH, Orange, Reliance, SingTel Optus, Telecom New Zealand, Telefonica, Time Warner Cable, T-Mobile, Verizon, Vivo, and Vodafone. With more than 30 years of experience and expertise in voice, video, data, and content services, CSG International offers a broad portfolio of licensed and Software-as-a-Service (SaaS)-based products and solutions that help clients compete more effectively, improve business operations and deliver a more impactful customer experience across a variety of touch points. For more information, visit our website at www.csgi.com.
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