North American Telecom, Media Firms Tap into Cloud, AI
Information Services Group (ISG) has released a new report highlighting how North American telecom, media, and entertainment (TME) companies are embracing emerging technologies to drive innovation and enhance customer experience. The report reveals that enterprises are increasingly focusing on cloud-based solutions, data, and AI, while telecom operators expand fiber and 5G network applications.
Despite challenging economic conditions, TME companies are prioritizing smaller initiatives with quick outcomes over large transformations. Telecom carriers are leveraging AI and GenAI for improved infrastructure and customer experience, automating tasks like network optimization and maintenance. Media and entertainment companies are utilizing AI for content creation, scriptwriting, and personalized viewer experiences.
The ISG Provider Lens™ report evaluates 50 providers across four quadrants, with Accenture, HCLTech, and Tech Mahindra named as Leaders in all categories. ISG expects industry demand for managed services to rebound in 2025 after a dip in 2024.
Information Services Group (ISG) ha pubblicato un nuovo rapporto che mette in evidenza come le aziende nordamericane nei settori delle telecomunicazioni, dei media e dell'intrattenimento (TME) stiano abbracciando tecnologie emergenti per stimolare l'innovazione e migliorare l'esperienza del cliente. Il rapporto rivela che le imprese si stanno sempre più concentrando su soluzioni basate sul cloud, dati e intelligenza artificiale, mentre gli operatori di telecomunicazioni ampliano le applicazioni della rete in fibra e 5G.
Nonostante le difficili condizioni economiche, le aziende TME stanno dando priorità a iniziative più piccole con risultati rapidi rispetto a grandi trasformazioni. Gli operatori di telecomunicazioni stanno sfruttando l'IA e il GenAI per migliorare l'infrastruttura e l'esperienza del cliente, automatizzando compiti come l'ottimizzazione della rete e la manutenzione. Le aziende dei media e dell'intrattenimento stanno utilizzando l'IA per la creazione di contenuti, la scrittura di sceneggiature e esperienze personalizzate per gli spettatori.
Il rapporto ISG Provider Lens™ valuta 50 fornitori in quattro quadranti, con Accenture, HCLTech e Tech Mahindra nominati come leader in tutte le categorie. ISG prevede un recupero della domanda di servizi gestiti nel 2025 dopo un calo previsto nel 2024.
Information Services Group (ISG) ha lanzado un nuevo informe que destaca cómo las empresas de telecomunicaciones, medios y entretenimiento (TME) en América del Norte están adoptando tecnologías emergentes para impulsar la innovación y mejorar la experiencia del cliente. El informe revela que las empresas se están enfocando cada vez más en soluciones basadas en la nube, datos y IA, mientras que los operadores de telecomunicaciones están ampliando las aplicaciones de redes de fibra y 5G.
A pesar de las difíciles condiciones económicas, las empresas TME están priorizando iniciativas más pequeñas con resultados rápidos en lugar de grandes transformaciones. Los operadores de telecomunicaciones están aprovechando la IA y GenAI para mejorar la infraestructura y la experiencia del cliente, automatizando tareas como la optimización de redes y el mantenimiento. Las empresas de medios y entretenimiento están utilizando la IA para la creación de contenidos, la redacción de guiones y experiencias personalizadas para el espectador.
El informe ISG Provider Lens™ evalúa a 50 proveedores en cuatro cuadrantes, con Accenture, HCLTech y Tech Mahindra nombrados como líderes en todas las categorías. ISG espera que la demanda de servicios gestionados se recupere en 2025 después de una caída en 2024.
정보 서비스 그룹 (ISG)는 북미의 통신, 미디어 및 엔터테인먼트 (TME) 기업들이 혁신을 촉진하고 고객 경험을 향상시키기 위해 신기술을 수용하고 있다는 내용을 강조하는 새로운 보고서를 발표했습니다. 보고서는 기업들이 클라우드 기반 솔루션, 데이터 및 AI에 점점 더 집중하고 있으며, 통신 사업자들은 광섬유 및 5G 네트워크 애플리케이션을 확장하고 있다고 밝혀줍니다.
어려운 경제 여건에도 불구하고 TME 기업들은 대규모 혁신보다는 빠른 성과를 가져오는 소규모 이니셔티브에 우선순위를 두고 있습니다. 통신사들은 AI와 GenAI를 활용하여 인프라와 고객 경험을 개선하고 있으며, 네트워크 최적화 및 유지보수와 같은 작업을 자동화하고 있습니다. 미디어와 엔터테인먼트 회사들은 콘텐츠 제작, 대본 작성 및 개인화된 시청자 경험을 위해 AI를 활용하고 있습니다.
ISG Provider Lens™ 보고서는 50개 공급자를 4개 쿼드런트로 평가하며, Accenture, HCLTech 및 Tech Mahindra가 모든 카테고리에서 리더로 선정되었습니다. ISG는 2024년 잠시 감소 후 2025년에 관리 서비스에 대한 산업 수요가 반등할 것으로 예상하고 있습니다.
Information Services Group (ISG) a publié un nouveau rapport mettant en évidence comment les entreprises nord-américaines des secteurs des télécommunications, des médias et du divertissement (TME) adoptent des technologies émergentes pour stimuler l'innovation et améliorer l'expérience client. Le rapport révèle que les entreprises se concentrent de plus en plus sur des solutions basées sur le cloud, des données et de l'IA, tandis que les opérateurs de télécommunications élargissent les applications de réseaux en fibre et 5G.
Malgré des conditions économiques difficiles, les entreprises TME priorisent des initiatives plus petites avec des résultats rapides plutôt que de grandes transformations. Les opérateurs de télécommunications exploitent l'IA et GenAI pour améliorer l'infrastructure et l'expérience client, automatisant des tâches telles que l'optimisation et la maintenance des réseaux. Les entreprises des médias et du divertissement utilisent l'IA pour la création de contenus, l'écriture de scripts et des expériences personnalisées pour les spectateurs.
Le rapport ISG Provider Lens™ évalue 50 fournisseurs à travers quatre quadrants, avec Accenture, HCLTech et Tech Mahindra désignés comme leaders dans toutes les catégories. ISG s'attend à ce que la demande du secteur pour des services gérés rebondisse en 2025, après une baisse en 2024.
Information Services Group (ISG) hat einen neuen Bericht veröffentlicht, der zeigt, wie nordamerikanische Unternehmen in den Bereichen Telekommunikation, Medien und Unterhaltung (TME) auf aufkommende Technologien setzen, um Innovationen voranzutreiben und das Kundenerlebnis zu verbessern. Der Bericht zeigt, dass Unternehmen zunehmend cloudbasierte Lösungen, Daten und KI in den Fokus rücken, während Telekommunikationsanbieter die Anwendungen von Glasfaser- und 5G-Netzen erweitern.
Trotz herausfordernder wirtschaftlicher Bedingungen priorisieren TME-Unternehmen kleinere Initiativen mit schnellen Ergebnissen über große Transformationen. Telekommunikationsanbieter nutzen KI und GenAI zur Verbesserung der Infrastruktur und des Kundenerlebnisses und automatisieren Aufgaben wie die Netzwerkoptimierung und -wartung. Medien- und Unterhaltungsunternehmen nutzen KI zur Inhaltserstellung, zum Schreiben von Drehbüchern und für personalisierte Zuschauererlebnisse.
Der ISG Provider Lens™-Bericht bewertet 50 Anbieter in vier Quadranten, wobei Accenture, HCLTech und Tech Mahindra in allen Kategorien als Führer ausgezeichnet werden. ISG erwartet, dass die Nachfrage nach verwalteten Dienstleistungen im Jahr 2025 nach einem Rückgang im Jahr 2024 wieder anziehen wird.
- Expected rebound in managed services demand by 2025
- Implementation of AI and GenAI for operational efficiency
- Expansion of 5G networks enabling IoT and edge computing
- Enhanced data analytics capabilities for customer insights
- Current dip in managed services demand
- Economic conditions forcing companies to avoid large transformations
- New AI-related security and privacy concerns
Insights
This comprehensive industry report reveals substantial shifts in the TME sector, highlighting Information Services Group's position as a key advisory firm. The projected rebound in managed services demand for 2025 signals potential revenue growth for III, though current market conditions show enterprises favoring smaller, targeted initiatives over large transformations.
The report's findings about widespread adoption of cloud solutions, AI and data analytics across the TME sector suggest expanding business opportunities for III's research and advisory services. Their identification of 50 providers across four quadrants demonstrates their deep market penetration and analytical capabilities, strengthening their competitive position in the technology research space.
The integration of GenAI and advanced analytics in customer service represents a significant market evolution that III is well-positioned to advise on, potentially driving consulting revenue. The company's detailed analysis of emerging trends like AI-automated content creation and 5G network optimization indicates strong market intelligence capabilities that should support sustained demand for their services.
The transformation of telecom and media enterprises toward cloud-native architectures and microservices represents a critical technological inflection point. The industry's increasing focus on cybersecurity, AI integration and 5G network enhancement creates a robust demand environment for III's advisory services.
The report's emphasis on quick-outcome initiatives and improved agility aligns perfectly with current market needs, positioning III as a valuable partner for companies navigating these technological transitions. The identification of emerging trends in satellite connectivity integration and IoT expansion demonstrates III's forward-looking analysis capabilities.
The highlight on as-a-service purchasing models and sustainability demands shows III's grasp of both technological and business model evolution. Their comprehensive coverage of AI applications in network optimization and customer experience enhancement indicates strong technical expertise that should drive continued market relevance.
New technologies provide ways to enhance connectivity, entertainment while containing costs, ISG Provider Lens™ report says
The 2024 ISG Provider Lens™ Telecom, Media and Entertainment Industry Services report for
“The TME industry is being transformed by changing technologies, consumer demands and business models,” said Rajib Datta, industry partner at ISG. “Leading service providers are guiding companies through every step of this transition with deep industry expertise and tailored solutions.”
Facing challenging economic conditions, most North American TME enterprises are avoiding large transformations for now, focusing instead on smaller initiatives that promise quick outcomes and improved agility, the report says. Telecom and media firms look to cloud-native architectures, containerization and microservices for these results. Companies are also adding cybersecurity capabilities such as advanced threat detection, incident response and data privacy.
North American telecom carriers are adopting AI technologies, including generative AI, to improve both infrastructure and customer experience, ISG says. AI allows them to automate tasks such as network design and optimization, predictive maintenance and field support for more efficient operations and reduced disruptions. Ongoing enhancements to 5G networks are expanding the possibilities for IoT and edge computing, while consolidation in the satellite industry may help carriers integrate that type of connectivity into their service offerings.
Customer service is becoming increasingly important across the TME industry, and enterprises are tapping into AI and GenAI to better meet consumer demands, the report says. Advancements in data analytics allow companies to uncover new insights into customer behavior and offer more personalized services. In the media and entertainment sector, more detailed viewer preference data is helping companies optimize content strategies.
Entertainment companies continue to apply automation to content creation and delivery, ISG says. The film industry is expanding its use of gaming engines to enhance visual storytelling while saving time and resources. Companies are beginning to use AI to automate scriptwriting and video editing and increase audience engagement by personalizing entertainment experiences.
“The industry has found ways to improve both production and profitability with new digital technologies,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “Service providers are helping them navigate this significant transition.”
The report also explores other trends in the North American TME industry, including rising demands for sustainability and a widespread shift to as-a-service purchasing models to reduce capital expenditures.
For more insights into the challenges faced by North American TME companies, including new AI-related security and privacy concerns and how to enhance ROI from technology, see the ISG Provider Lens™ Focal Points briefing here.
The 2024 ISG Provider Lens™ Telecom, Media and Entertainment Industry Services report for
The report names Accenture, HCLTech and Tech Mahindra as Leaders in all four quadrants. It names Cognizant, IBM and TCS as Leaders in three quadrants each and Capgemini, Infosys and Wipro as Leaders in two quadrants each. Deloitte, EPAM Systems, EY, Genpact, LTIMindtree, McKinsey & Co., PwC, Sutherland and Teleperformance are named as Leaders in one quadrant each.
In addition, Globant, LTIMindtree, Persistent Systems and Wipro are named as Rising Stars — companies with a “promising portfolio” and “high future potential” by ISG’s definition — in one quadrant each.
In the area of customer experience, Persistent Systems is named the global ISG CX Star Performer for 2024 among TME services providers. Persistent Systems earned the highest customer satisfaction scores in ISG's Voice of the Customer survey, part of the ISG Star of Excellence™ program, the premier quality recognition for the technology and business services industry.
A customized version of the report is available from Cognizant.
The 2024 ISG Provider Lens™ Telecom, Media and Entertainment Industry Services report for
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG's global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG's enterprise clients. The research currently covers providers offering their services globally, across
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 900 clients, including more than 75 of the world’s top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including AI, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in
View source version on businesswire.com: https://www.businesswire.com/news/home/20250109393512/en/
Press Contacts:
Will Thoretz, ISG
+1 203 517 3119
will.thoretz@isg-one.com
Julianna Sheridan, Matter Communications for ISG
+1 978-518-4520
isg@matternow.com
Source: Information Services Group, Inc.
FAQ
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