Enterprise customer portal evolution: from ‘view only’ to ‘Googlization’
The early enterprise portal began with ‘view only’ functionality, allowing customers to monitor a single network service. This functionality has expanded, with many global operators integrating all major services and with features that enable self-service, full control and realtime communications. The primary drivers behind these new functions are the growing complexity of ICT managed services, convergence of wireline and wireless services, and the globalization of MNC service offerings. The evolution of the enterprise portal has been in the direction of complete ‘Googlization’, meaning that the portal incorporates Web 2.0 features, multimedia graphics and user-generated content.
EXECUTIVE SUMMARY
IN A NUTSHELL
OVUM VIEW
BACKGROUND
REPORT SCOPE
PORTAL EVOLUTION
COMMON TRENDS IN MATURE PORTALS
ENTERPRISE CUSTOMERS’ EXPECTATIONS HAVE DRAMATICALLY INCREASED
STANDARDIZATION OF PORTAL ARCHITECTURE
ACCESS IS MANDATORY AT ROLLOUT, NOT AN OPTIONAL AFTERTHOUGHT
PORTAL ENHANCEMENTS AND FUTURE ROADMAPS ARE VARIED, BUT ‘GOOGLIZATION’ IS A COMMON THEME
IN A NUTSHELL
OVUM VIEW
BACKGROUND
REPORT SCOPE
PORTAL EVOLUTION
COMMON TRENDS IN MATURE PORTALS
ENTERPRISE CUSTOMERS’ EXPECTATIONS HAVE DRAMATICALLY INCREASED
STANDARDIZATION OF PORTAL ARCHITECTURE
ACCESS IS MANDATORY AT ROLLOUT, NOT AN OPTIONAL AFTERTHOUGHT
PORTAL ENHANCEMENTS AND FUTURE ROADMAPS ARE VARIED, BUT ‘GOOGLIZATION’ IS A COMMON THEME
LIST OF TABLES
Table 1: Carrier portal status
Table 1: Carrier portal status
LIST OF FIGURES
Figure 1: The evolution of customer portal needs
Figure 2: Enterprise portal evolution
Figure 1: The evolution of customer portal needs
Figure 2: Enterprise portal evolution
