Social media is entering the mainstream of CSP customer care operations

Publisher Name :
Date: 16-Jan-2015
No. of pages: 37
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Social networks have become a major force in our lives and, for an increasing number of consumers, represent a preferred channel to communications service providers (CSPs). Furthermore, social media is becoming a valuable way for CSPs to communicate with tech-savvy customers.

This Strategy Report:


  • analyses CSPs' use of social media in mainstream customer care systems

  • recommends that CSPs integrate Facebook and Twitter into multi-channel customer care architecture

  • provides recommendations to vendors and CSPs as to which social media platforms have been successfully integrated into the customer care process

  • describes the systems architecture that has been deployed

  • speculates about the next step in the evolution of the use of social media in customer care operations.


Company coverage

  • Amdocs

  • AsiaInfo-Linkage

  • DiGi Telecommunications

  • Huawei Technologies

  • Oracle

  • Redknee

  • T-Mobile

  • SAP

Social media is entering the mainstream of CSP customer care operations

Table of Contents

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