Telecom order management involves the monitoring of all the activities associated with the order management process. These activities include capturing of customer service requests, provisioning of orders, keeping customers up-to-date about their order, supporting necessary changes, tracking and managing orders throughout the provisioning process, and ensuring on-time completion. Telecom order management is a part of customer management solutions. It also has a close integration with Operations Support System (OSS) solutions. MarketsandMarkets expects the telecom order management market size to grow from USD 1.96 Billion in 2017 to USD 3.22 Billion by 2022, at a Compound Annual Growth Rate (CAGR) of 10.4% during the forecast period.
Key players in the telecom order management market include Cerillion (US), Cognizant (US), Ericsson (Sweden), IBM (US), Oracle (UK), ChikPea (US), Comarch (Poland), Fujitsu (Japan), Intellibuzz (India), Mphasis (India), Neustar (US), and Pegasystems (US). These players have adopted various strategies, such as partnerships, collaborations, agreements, mergers and acquisitions, and new product launches, to achieve growth in the global telecom order management market.
IBM is one of the leading providers of telecom order management solutions and services. The company’s major business segments include global financing, global business services, systems, cognitive solutions, and technology services and cloud platforms. The organization follows both organic and inorganic growth strategies to increase its market share. For instance, in May 2016, IBM announced the availability of IBM Sterling Order Management V9.5. The new version has improved capabilities for customer interaction and order fulfillment. Similarly, in March 2016, IBM acquired Optevia, a Software-as-a-Service (SaaS) company. With the acquisition, IBM aimed at enhancing CRM offerings and making them available for public organizations. The company has its major presence in North America, Europe, Asia Pacific (APAC), Middle East and Africa (MEA), and Latin America.
Oracle is another leading provider of telecom order management solutions and services to various verticals across the globe. The company has a significant presence in 145 countries and primarily serves in the regions of Americas, APAC, and MEA, with more than 400,000 customers. Oracle’s long-term strategy includes both organic and inorganic growth strategies. It launched the new version of its OSS suite that enabled Communication Service Providers (CSPs) to enhance the operational delivery of customer orders. This new version mainly focuses on reducing order complexities and automating the service design and order fulfillment processes, regardless of the order size and complexity. In May 2017, the company expanded its business in Germany with its enhanced product, Oracle Cloud. Similarly, in October 2017, Oracle entered into a partnership with Equinix. The partnership is aimed at expanding the Oracle cloud infrastructure to 16 data centers in North America and Europe. These expansions have enhanced Oracle’s order management capabilities and helped the company gain a significant market share in the global telecom order management market.
Telecom Order Management Market by Solution (Customer Order Management, Service Order Management, and Service Inventory Management), Service, Network Type (Wireline and Wireless), Deployment Type, and Region - Global Forecast to 2022
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