Subex named in Gartner Market Guide for AI Offerings in CSP Customer and Business Operations
We are thrilled to announce that Subex has once again been mentioned in the Gartner report, Market Guide for AI Offerings in CSP Customer and Business Operations*, published on February 20, 2023. This is the second consecutive time that Subex has been recognized in this report, and it highlights our continued commitment to providing advanced AI solutions to our customers.
Subex mentioned as a representative vendor in Market Guide for AI Offerings in CSP Customer and Business Operations
Market Guide Overview
Gartner’s Market Guide for AI Offerings in CSP Customer and Business Operations provides an overview of the commercial off-the-shelf (COTS) offerings available for communications service providers (CSPs) to enhance their customer and business operations using artificial intelligence (AI). The report, published on February 20, 2023, is authored by analysts Pulkit Pandey, Amresh Nandan, and Peter Liu.
Subex Mentioned in the Report
The Gartner Market Guide for AI Offerings in CSP Customer and Business Operations covers Subex’s key offerings for AI in CSP customer and business operations, including HyperSense Business Assurance, HyperSense Fraud Management, and HyperSense Partner Ecosystem Management. Subex also provides the HyperSense AI Platform, allowing customers to create their own AI solutions. Along these lines, the report highlights Subex’s capabilities in areas such as revenue assurance, fraud management, partner management, and more. The report also showcases our product strategy to include providing plug-and-play, preconfigured, and customizable solutions and self-service controls to build custom use cases within the application.
About the Market Guide
Market Definition and Description
Gartner defines AI in CSP customer and business operations as COTS offerings with capabilities to utilize customer and business operation data, and develop and evolve algorithms. AI offerings in CSP customer and business operations also enable CSPs to focus on their customer channels and customer journey, sales and marketing operations, and revenue and fraud management. The report classifies the AI market for the CSP customer and business operations into three categories: customer interaction operations, marketing and sales operations, and fraud management and revenue assurance operations.
Findings on CSPs and AI Adoption
The report identifies the top business priority for CSPs exploring AI adoption as using AI for customer experience (CX) enhancement. However, according to the 2022 Gartner Data and Analytics for Digital Transformation Survey, CSPs are struggling to meet their CX goals today. The top three KPIs that CSPs are tracking to measure their performance are customer retention, CX, and cost optimization. Challenges faced by CSPs when adopting and implementing AI include data source integration, skills-related challenges, leadership and organization related challenges, and value generation.
*Published 20 February 2023. Report by Pulkit Pandey, Amresh Nandan, Peter Liu