CTEMS Member Monthly Webcast May 2012

Transcription

1 CTEMS Member Monthly Webcast May 2012 Presented by: Timothy C. Colwell, Executive Director, CTEMS 1

2 1. Welcome & Introductions 2. CTEMS Mission 3. Industry Trends Satisfaction with Carrier Performance Carrier Management Strategies Carrier Technology Adoption 4. Reminders 2

3 1. Satisfaction with Carrier Performance Serves to identify s exhibiting excellence and s requiring attention to improve customers fixed and mobile telecom management performance Fixed and mobile telecom management performance is influenced by four core contributors: Enterprises fixed and mobile telecom management practices Carriers telecom network services Suppliers TEM/ WMM / MDM technology and managed services Vendors telecom infrastructure equipment and services 7

4 2. Carrier Management Strategies Enterprises are required to manage their s to protect their business interests Understanding management trends enables identification of management excellence and performance opportunities 3. Carrier Technology Adoption As technology evolves, adoption of new technology and technology applications occur Understanding the rate of technology adoption enables identification of fixed and mobile telecom management activities that require change or updates to support new technology 8

5 Supplier Members 9

6 AT&T 85% Verizon 63% Sprint 39% CenturyLink 17% Windstream 17% Granite 15% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 10

7 Granite AT&T Windstream Sprint Verizon CenturyLink Carrier Satisfaction Interpretation (9 10) Highly Satisfied Satisfaction achieved Rating participant is highly likely to (7 8) Somewhat Satisfied Mild satisfaction levels present Satisfaction indifference overall indicating rating participant is less likely to (1 6) Not at All Satisfied Varied degrees of dissatisfaction Rating participant is not likely to provide a positive recommendation 11

8 Granite Verizon Sprint Windstream AT&T CenturyLink Carrier Satisfaction Interpretation (9 10) Highly Satisfied Satisfaction achieved Rating participant is highly likely to (7 8) Somewhat Satisfied Mild satisfaction levels present Satisfaction indifference overall indicating rating participant is less likely to (1 6) Not at All Satisfied Varied degrees of dissatisfaction Rating participant is not likely to provide a positive recommendation 12

9 Granite CenturyLink AT&T Sprint Windstream Verizon Local Voice Long Distance Data 13

10 AT&T Wireless 72% Verizon Wireless 70% Sprint PCS 20% T Mobile 8% 0% 10% 20% 30% 40% 50% 60% 70% 80% 14

11 Sprint PCS AT&T Wireless Verizon Wireless Carrier Satisfaction Interpretation (9 10) Highly Satisfied Satisfaction achieved Rating participant is highly likely to (7 8) Somewhat Satisfied Mild satisfaction levels present Satisfaction indifference overall indicating rating participant is less likely to (1 6) Not at All Satisfied Varied degrees of dissatisfaction Rating participant is not likely to provide a positive recommendation 15

12 AT&T Wireless Verizon Wireless Sprint PCS Carrier Satisfaction Interpretation (9 10) Highly Satisfied Satisfaction achieved Rating participant is highly likely to (7 8) Somewhat Satisfied Mild satisfaction levels present Satisfaction indifference overall indicating rating participant is less likely to (1 6) Not at All Satisfied Varied degrees of dissatisfaction Rating participant is not likely to provide a positive recommendation 16

13 n/a n/a n/a AT&T Wireless Sprint PCS Verizon Wireless Domestic Voice Domestic Data Domestic SMS / Text Int'l Voice Int'l Data Int'l SMS / Text 17

14 2% 26% 72% Yes No Don't know 18

15 Billing Dispute Resolution Reviews 91% Rate Reviews 85% SLA Performance Reviews 76% Help Desk / Trouble Ticket Reviews 71% Future Technology Planning Reviews 62% Capacity Planning Reviews 56% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 19

16 Network Up Time 70% Customer Service Response Times 46% Customer Service Issue Resolution Times 42% Contract Performance 38% Billing Accuracy 22% NONE Do Not Have SLA's 4% 0% 10% 20% 30% 40% 50% 60% 70% 80% 20

17 Sourcing / Procurement 31% IT 23% Telecom 23% Don't Know 15% Vendor Management / Carrier Relations 8% 0% 10% 20% 30% 40% 21

18 Enterprise Members 22

19 AT&T 77% Verizon 61% CenturyLink 38% Sprint 19% Windstream Granite Frontier 8% 11% 14% Time Warner Telecom Level 3 XO Communications Optimum LightPath 3% 3% 2% 2% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 23

20 Granite Sprint CenturyLink Windstream Frontier AT&T Verizon Carrier Satisfaction Interpretation (9 10) Highly Satisfied Satisfaction achieved Rating participant is highly likely to (7 8) Somewhat Satisfied Mild satisfaction levels present Satisfaction indifference overall indicating rating participant is less likely to (1 6) Not at All Satisfied Varied degrees of dissatisfaction Rating participant is not likely to provide a positive recommendation 24

21 Granite AT&T Windstream Sprint Verizon CenturyLink Suppliers Enterprises Carrier Satisfaction Interpretation (9 10) Highly Satisfied Satisfaction achieved Rating participant is highly likely to (7 8) Somewhat Satisfied Mild satisfaction levels present Satisfaction indifference overall indicating rating participant is less likely to (1 6) Not at All Satisfied Varied degrees of dissatisfaction Rating participant is not likely to provide a positive recommendation 25

22 Granite CenturyLink Sprint Windstream AT&T Frontier Verizon Carrier Satisfaction Interpretation (9 10) Highly Satisfied Satisfaction achieved Rating participant is highly likely to (7 8) Somewhat Satisfied Mild satisfaction levels present Satisfaction indifference overall indicating rating participant is less likely to (1 6) Not at All Satisfied Varied degrees of dissatisfaction Rating participant is not likely to provide a positive recommendation 26

23 Granite Verizon Sprint Windstream AT&T CenturyLink Suppliers Enterprises Carrier Satisfaction Interpretation (9 10) Highly Satisfied Satisfaction achieved Rating participant is highly likely to (7 8) Somewhat Satisfied Mild satisfaction levels present Satisfaction indifference overall indicating rating participant is less likely to (1 6) Not at All Satisfied Varied degrees of dissatisfaction Rating participant is not likely to provide a positive recommendation 27

24 Granite CenturyLink Windstream Sprint Frontier AT&T Verizon Carrier Satisfaction Interpretation (9 10) Highly Satisfied Satisfaction achieved Rating participant is highly likely to (7 8) Somewhat Satisfied Mild satisfaction levels present Satisfaction indifference overall indicating rating participant is less likely to (1 6) Not at All Satisfied Varied degrees of dissatisfaction Rating participant is not likely to provide a positive recommendation 28

25 Granite Sprint CenturyLink AT&T Frontier Verizon Windstream Local Voice Long Distance Data 29

26 Verizon Wireless 72% AT&T Wireless 70% Sprint PCS 36% T Mobile 3% Vodaphone 2% 0% 10% 20% 30% 40% 50% 60% 70% 80% 30

27 Sprint PCS Verizon Wireless AT&T Wireless Carrier Satisfaction Interpretation (9 10) Highly Satisfied Satisfaction achieved Rating participant is highly likely to (7 8) Somewhat Satisfied Mild satisfaction levels present Satisfaction indifference overall indicating rating participant is less likely to (1 6) Not at All Satisfied Varied degrees of dissatisfaction Rating participant is not likely to provide a positive recommendation 31

28 Sprint PCS AT&T Wireless Verizon Wireless Suppliers Enterprises Carrier Satisfaction Interpretation (9 10) Highly Satisfied Satisfaction achieved Rating participant is highly likely to (7 8) Somewhat Satisfied Mild satisfaction levels present Satisfaction indifference overall indicating rating participant is less likely to (1 6) Not at All Satisfied Varied degrees of dissatisfaction Rating participant is not likely to provide a positive recommendation 32

29 Sprint PCS Verizon Wireless AT&T Wireless Carrier Satisfaction Interpretation (9 10) Highly Satisfied Satisfaction achieved Rating participant is highly likely to (7 8) Somewhat Satisfied Mild satisfaction levels present Satisfaction indifference overall indicating rating participant is less likely to (1 6) Not at All Satisfied Varied degrees of dissatisfaction Rating participant is not likely to provide a positive recommendation 33

30 AT&T Wireless Verizon Wireless Sprint PCS Suppliers Enterprises 8.34 Carrier Satisfaction Interpretation (9 10) Highly Satisfied Satisfaction achieved Rating participant is highly likely to (7 8) Somewhat Satisfied Mild satisfaction levels present Satisfaction indifference overall indicating rating participant is less likely to (1 6) Not at All Satisfied Varied degrees of dissatisfaction Rating participant is not likely to provide a positive recommendation 34

31 Sprint PCS Verizon Wireless AT&T Wireless Carrier Satisfaction Interpretation (9 10) Highly Satisfied Satisfaction achieved Rating participant is highly likely to (7 8) Somewhat Satisfied Mild satisfaction levels present Satisfaction indifference overall indicating rating participant is less likely to (1 6) Not at All Satisfied Varied degrees of dissatisfaction Rating participant is not likely to provide a positive recommendation 35

32 AT&T Wireless Sprint PCS Verizon Wireless Domestic Voice Domestic Data Domestic SMS / Text Int'l Voice Int'l Data Int'l SMS / Text 36

33 Rate Reviews 82% Billing Dispute Resolution Reviews 80% Future Technology Planning Reviews 74% SLA Performance Reviews 66% Help Desk / Trouble Ticket Reviews 61% Capacity Planning Reviews 51% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 37

34 Network Up Time 63% Customer Service Response Times 50% Customer Service Issue Resolution Times 49% Contract Performance 39% Billing Accuracy 31% Don't Know 13% NONE Do Not Have SLA's 11% 0% 10% 20% 30% 40% 50% 60% 70% 38

35 Telecom 57% IT 27% Sourcing / Procurement 7% Vendor Management / Carrier Relations 5% Finance 3% 0% 10% 20% 30% 40% 50% 60% 39

36 Finance 0% 3% Sourcing / Procurement 7% 31% IT Telecom 23% 27% 23% 57% Don't Know 0% 15% Vendor Management / Carrier Relations 8% 5% 0% 10% 20% 30% 40% 50% 60% Suppliers Enterprises 40

37 90% 80% 70% 60% 81% 73% 66% 62% 50% 40% 39% 37% 34% 34% 30% 20% 10% 19% 10% 0% 41

38 SIP Trunking (or more SIP) 62% VoIP (or more VoIP) 19% MPLS 7% 0% 10% 20% 30% 40% 50% 60% 70% 42

39 100% 90% 80% 70% 90% 87% 85% 81% 72% 70% 64% 60% 55% 50% 40% 30% 39% 28% 20% 10% 0% 43

40 Tablets (more tablets) 21% SmartPhones (or more smartphones) 10% Machine to Machine 10% LTE 10% 0% 10% 20% 30% 44

41 47