skip to main content
Close Icon

In order to deliver a personalized, responsive service and to improve the site, we remember and store information about how you use it. This is done using simple text files called cookies which sit on your computer. By continuing to use this site and access its features, you are consenting to our use of cookies. To find out more about the way Informa uses cookies please go to our Cookie Policy page.

Global Search Configuration

Introduction

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.

Highlights

  • 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

Summary

  • 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

Appendix

  • Further reading
  • Author

Recommended Articles

;

Have any questions? Speak to a Specialist

Europe, Middle East & Africa team - +44 (0) 207 017 7700


Asia-Pacific team - +61 (0)3 960 16700

US team - +1 646 957 8878

+44 (0) 207 551 9047 - Operational from 09.00 - 17.00 UK time

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Call us at +44 7770704398 or email us at pr@ovum.com

Contact marketing - 
marketingdepartment@ovum.com

Already an Ovum client? Login to the Knowledge Center now