Large enterprises’ demand for communications and IT services: survey results 2021

Listen to or download the associated podcast

FREE PERSPECTIVE

Analysys Mason conducted a survey of 16 communications service providers (CSPs) and more than 200 multinational corporations (MNCs) between February and May 2021. The aim of the research was to explore how well-positioned CSPs are to meet future enterprise demand for communications and IT services. It explores three main themes.

• Changing patterns of enterprise demand for communications and IT services. This report assesses the impact of the COVID-19 pandemic on enterprises’ current demand for these services and their future spending plans. It also examines CSP expectations about which enterprise services are most likely to drive future revenue growth.
• The opportunity for CSPs. The report identifies the critical factors that influence enterprises’ choice of service provider. It also explores the use of multiple suppliers and assesses the opportunity for CSPs to deliver a broader range of services than those that they currently supply to enterprises.
• The role of billing and invoicing. We explore how CSPs are currently meeting enterprise demand for billing and invoicing services, and how this is affecting customer satisfaction. The report also identifies the key challenges that CSPs are facing with their billing systems at a time when services are evolving to meet changing enterprise demands.