The CFO's Guide To Mobile Workforce Optimization

The border between the traditional telecommunications market and the once separate arena of pay TV has never been more porous. With the arrival of IPTV, telecoms operators have become serious players in the home entertainment market and are now competing directly with satellite and cable TV providers. While there are opportunities for telecoms players to tap into a still growing market, there are major challenges in terms of delivering excellent service while also containing costs. Workforce optimization provides a means to square that circle.

Telcos have been attracted to the pay TV market both by the opportunity to generate incremental revenues and as a response to a changing marketplace. As a recent report by management consultancy AD Little noted, telecoms operators are seeing core revenues falling and that decline seems likely to continue.

Focused on the European market, the study reported a 2.0% dip in earnings from voice services between 2011 and 2012 and predicted a continuing fall of 1.8% per annum through to 2015. In contrast revenues from pay IPTV services are expected to grow 5.8% a year over the same period.

In some territories, telcos are attracting customers for their pay TV services at a time when the market as a whole is contracting. For instance, in the US overall subscriptions fell by 800,000 in the first two quarters of the year but during the same period uptake of IPTV increased by 600,000, according to research company ABI.

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