MULTI-PLAY OPERATIONS MATURITY: HOW TO APPEAR AS A SINGLE, INTEGRATED COMPANY TO CUSTOMERS

In general, the level of operations integration across the formerly disparate lines of business is relatively low for the majority of operators surveyed.
Multi-play operations
Most communications service providers (CSPs) offer bundled services in multi-play packages. These usually transcend the former lines of business, each with their own operational organisations, procedures and tools. These operations should be integrated to some degree to give customers the feeling of dealing with a single business.
But how integrated are the operations that support these services? Do companies that offer such bundles look to customers like a single, integrated entity, or a collection of businesses with their own procedures and systems?
Analysys Mason undertook the original investigation of these questions on behalf of a particular CSP that wanted to determine the state of the art. Further research has led to this Report, which describes the different approaches taken by operators that offer bundles of multiple services based on already established businesses.
This Report provides:
a survey of CSPs around the world as to the degree they appear to be a single company to customers of their multi-play bundles
a maturity model to help CSPs understand how they compare with competitors.

COMPANY COVERAGE

The Report includes case studies and use cases on the following CSPs.
AT&T
Comcast
EITC (du)
Everything Everywhere (EE)

M1
Orange
Telefonica
Telekom Austria

Telekom Srbija
United Internet (1&1)
Verizon
Virgin Media