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THE FUTURE OF OPERATOR SERVICESOPERATOR SERVICES: TURNING THE CORNERShifting usage patterns and calling volumes are reshaping operator services. Despite some bright spots, the current market for operator services is challenging, to say the least. But new and sometimes innovative approaches from the rank and file of LECs and IXCs hold promise, and are helping breathe new vigor into this telephony workhorse. Meanwhile, industry and regulatory forces continue to elicit provocative alternatives to the service mix, as well as to pricing and outsourcing models. Many vendors of operator services equipment have exited the market, only to be replaced with smaller and arguably more nimble companies. Carriers have moved into each other’s market as well, and in doing so they have brought with them competitive operator services. Meanwhile, prepaid cards and wireless phones continue to tug at the market’s direction and scope, as the number of operator-assisted calls declines, as does the payphone tally. The market will further be transformed as carriers move to update legacy systems. The rules by which this game is played are changing, and the stakes have never been higher. This exclusive report probes each of the major components of operator services -- including toll & assist services, calling cards, prepaid cards, callback services, dial-around services and payphones. (Directory assistance markets are examined separately in The PELORUS Groups’ companion study, “North American DA Markets.”). The report also explores the ramifications of the tremendous growth in wireless services, including the availability of wireless operator services. “The Future Of Operator Services” is uncompromising in its granularity. It digs deeper into the myriad of issues, while delving more thoroughly into opportunities relating to operator services than any report ever generated by this company with a rich history in operator services research. Its findings, insights, and recommendations are the result of three decades of hands-on research into the ever-changing operator services landscape. The data you will find contained in these pages can be found nowhere else. It is proprietary, as are the models employed to map out and delineate market directions, trends and potential over each of the next five years. Only readers of this study will be able to tap into its strategic assessments and benefit from its recommendations.
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