Telecom, media and entertainment have been revolutionized by new business models and digital technologies, such as the Cloud, streaming, and mobile devices. Not only has production, storage, and delivery turned digital, so has access and consumption by customers. Every customer is consuming many media types over multi-channel devices and social networks. And yet, every customer demands a compelling, personalized experience. Executing customer engagement requires “intelligent business operations”—care management and service delivery systems that scale up or down based on need.
Despite this, product and service delivery costs must be “managed down” to keep competition at bay and meet the requirements of globalization, regulation, security, and privacy. Business is not only extremely competitive, significant strategic advantage is being snatched by new categories and disruption-inducing business models. Subscription-based “products-as-a-service” have driven enterprise funds toward virtualization. And yet, to open new streams of revenue, you must target new customer segments, which require hard investments for new products, sales and marketing.