skip to main content
Close Icon We use cookies to improve your website experience.  To learn about our use of cookies and how you can manage your cookie settings, please see our Cookie Policy.  By continuing to use the website, you consent to our use of cookies.
Global Search Configuration


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

Recommended Articles

  • Service Provider Markets, Consumer & Entertainment Services,...

    MWC 2018 Highlights

    By Ronan De Renesse 27 Feb 2018

    Over 20 of our senior Ovum analysts and consultants attended this year’s Mobile World Congress in Barcelona at the end of February. In between meetings, briefings and presentations, our analyst team were blogging and tweeting about key developments, trends and rumors. Have a look through our daily MWC 2018 Highlights to find out what happened.

    Topics 5G AI IoT Cloud Payments SDN/NFV Smart home

  • Internet of Things

    IoT Viewpoints 2018

    IoT Viewpoints explore the IoT opportunity in 2018 and beyond. Download our latest e-book to get our newest collection of thought leadership articles on the emerging IoT trends, technologies and opportunities.

    Topics IoT

  • Consumer & Entertainment Services

    US pay TV: Is it facing an existential threat?

    By Adam Thomas 28 Mar 2018

    With US pay TV having endured the worst year in its history, thoughts have inevitably turned to the future. The likelihood remains that the immediate future will remain highly uncomfortable for everyone except the scaled multinational digital platforms.


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

Email us at

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Call us at +44 788 597 5160 or email us at

Contact marketing -

Already an Ovum client? Login to the Knowledge Center now