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In this report, Ovum identifies how vendors are aligning themselves to meet CSPs' needs and identifies how they stack up against each other in terms of their technology, execution of strategy, and market impact.


  • All vendors are evolving their customer analytics solutions to ensure support for Hadoop environments.
  • Ovum has identified four companies as market leaders: Huawei, IBM, Netcracker, and SAS, with IBM has retaining its position as overall market leader.
  • Amdocs, Ericsson HPE, Nokia, and Pegasystems are the market challengers.

Features and Benefits

  • Provides SWOT assessments on customer analytics solutions provided by all participating vendors.
  • Provides insights into the capabilities delivered by the market leaders.

Key questions answered

  • What are the key customer analytics capabilities do CSPs look to their vendor partners to deliver?
  • What key factors distinguishes the leaders from the challengers?

Table of contents


  • Catalyst
  • Ovum view
  • Key findings

Vendor solution selection

  • What is a customer analytics solution?
  • Inclusion criteria
  • Exclusion criteria
  • Methodology
  • Ovum ratings

Market and solution analysis

  • Ovum Decision Matrix: Selecting a Customer Analytics Solution for Telcos, 2017–18
  • Market leaders: Huawei, IBM, Netcracker, and SAS
  • Market challengers: Amdocs, Ericsson, HPE, Nokia, and Pegasystems

Market leaders

  • Market leaders: Technology
  • Market leaders: Execution
  • Market leaders: Market impact

Vendor analysis

  • Amdocs (Ovum recommendation: Market challenger)
  • Ericsson (Ovum recommendation: Market challenger)
  • HPE (Ovum recommendation: Market challenger)
  • Huawei (Ovum recommendation: Market leader)
  • IBM (Ovum recommendation: Market leader)
  • Netcracker (Ovum recommendation: Market leader)
  • Nokia (Ovum recommendation: Market challenger)
  • Pegasystems (Ovum recommendation: Market challenger)
  • SAS (Ovum recommendation: Market leader)


  • Methodology
  • Further reading
  • Author

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