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Ovum has identified a number of trends that will continue to have a significant impact on the communications services industry in 2017. These trends cover chat apps, enterprise communications, and video communications.


  • Chat apps are pursuing new revenue streams, including the sale of connected devices, MVNOs, conversational commerce via chat bots, and greater engagement with the enterprise market.
  • Consumers seek to communicate with enterprises in the same way that they interact with each other, which means that enterprises – and their telco partners – must be able to support multiple communication channels.
  • Although video communication is a small proportion of mobile users' daily use of services, there are indications that within certain demographics user-generated video streaming or video livestreaming is becoming popular.

Features and Benefits

  • Assesses how telco communication services, chat apps, and enterprise communications will continue to evolve in 2017.
  • Analyzes the prospects for technologies such as RCS, CPaaS, and WebRTC.

Key questions answered

  • What strategies will chat apps pursue in order to grow their revenues in 2017?
  • What will be the role of artificial intelligence and chat bots in communications services in 2017?
  • Will SMS continue to be an important communications channel for enterprises to engage with their customers?

Table of contents


  • In brief
  • Ovum view
  • Key messages
  • Recommendations

Chat apps: Contextual commerce, chat bots, and customer engagement will rule in 2017

  • Chat apps use scale to tap into new revenue channels
  • AI will take time to mature, but bots are an immediate play
  • Expect greater engagement with enterprises via chat apps

Putting enterprise messaging in context

  • SMS maintains role as customer communications channel
  • Chat apps fly the flag for unified communications, and telcos must follow suit
  • CPaaS and NFV can help enterprises and telcos adapt to the fast-moving communications segment

Video communications: The stage is set

  • Chat apps will drive uptake of video calling
  • User-generated live video goes mainstream
  • WebRTC eases the way


  • Further reading
  • Author

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