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Introduction

Internally deploying the same collaboration and social applications they sell to their customers lets operators improve their own employee productivity and enhance customer service, and it gives them invaluable experience with the products.

Highlights

  • Enterprise social capabilities are available in an increasing number of business applications, ranging from dedicated social networking platforms to specialized collaboration applications with a subset of social features.
  • Whether operators resell these applications or host them in their networks, these applications represent a new revenue source and upsell opportunity.
  • Enterprise social software can be complicated for a business to both deploy and adopt successfully, while team collaboration applications are new and often unfamiliar.

Features and Benefits

  • Analyzes the various ways operators sell enterprise social applications to business customers.
  • Analyzes how operators are using enterprise social software internally to improve operations and customer experience.

Key questions answered

  • What role to operators play in the enterprise social market?
  • How do operators themselves benefit from enterprise social software?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for service providers

Operator as enterprise social customer

  • Overview of enterprise social software
  • Operators use social to streamline communications, improve customer service
  • Operator profile: Telefonica Deutschland and Jive-x

Operators as social software service providers

  • Social as a service: Operator as reseller
  • Social as a service: Operator as provider

Practicing what you preach

  • Using social software helps operators sell it
  • Operator profile: Orange Business Services and Jive-n
  • Operator profile: CenturyLink and Spark

Appendix

  • Methodology
  • Further reading
  • Author

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