Leading research consultancy and market diligence firm ATLANTIC-ACM delivered its 2020 Global Wholesale Service Provider Excellence Awards on Tuesday, January 21 at the annual Pacific Telecommunications Council (PTC) conference in Honolulu, Hawaii. The awards were determined by responses to the firm’s annual customer feedback survey, which collected over 1,600 customer evaluations from nearly 400 individual respondents.
ATLANTIC-ACM introduced the Global Wholesale Report Card survey in 2000 to identify the strengths and weaknesses of wholesale providers, along with customer buying trends and priorities.
The 2020 analysis of the international voice and data market marks the 21st consecutive year of this research and offers competitive benchmarking data to carriers as well as insights on shifting purchase dynamics and priorities.
Network Performance and Price continue to be the most important buying priorities for global wholesale customers, followed by Network Security and Customer Service. Respondents indicated continued trend of decreasing spend on voice and Private Line in favor of higher capacity Ethernet and Wave services. Colocation, Security, 5G, and IoT/M2M fuel buyer demand for additional services.
ATLANTIC-ACM President and Managing Partner Fedor Smith delivered the awards.
The winners for Large Service Providers (based on total estimated wireline revenue) were:
- NTT: Brand, Sales Reps, Service Delivery, Network Performance, and Customer Service
- Deutsche Telekom: Billing and Data Value
- CenturyLink: Data Value
- Telefonica: Voice Value
The winners for Midsized Service Providers were:
- BICS: Brand, Sales Reps, Network Performance, and Customer Service
- Cogent: Service Delivery and Data Value
- Telia Carrier: Billing and Sales Reps
- Vodafone: Voice Value
Founded in 1991, ATLANTIC-ACM, is a leading strategic consulting firm to the telecom and technology sectors. ATLANTIC-ACM assists corporate and investor clients in evaluating strategic growth opportunities for successful investment, market entry, optimization, and long-term planning. For more than two decades, Boston-based ATLANTIC-ACM has helped leading companies identify opportunities, capture and retain market share, and navigate changing market dynamics, economies, and technologies.